Our Results

A university adopts a shared services model to better support geographically dispersed campuses

Background: During a period of change, and academic and faculty reviews, a geographically dispersed Australian university designed a shared services support structure to provide more efficient and effective support services to its staff and students and enhance staff career development. The model required the implementation of six geographic hubs with functional support services reporting to a central functional director.

Approach: CIS was engaged to implement the shared services support structure. Aligning our dedicated resources to work with the heads of the key functional areas, CIS carried-out the specific needs of these departments to get them and their people operating effectively within the new structure. Work included extensive one-on-one consultation with all levels of staff to understand to map both the current and future state of personnel and their key activities. Other areas of focus included process mapping and developing service charters. The CIS team leader met regularly with the Steering Group to inform them of implementation progress, discuss challenges and opportunities, and gain their insights.

Results: The reporting lines of over 200 personnel were transferred from the faculties and schools to central functional areas. In collaboration with the functional leaders, CIS assisted with customised implementation plans, resulting in a rollout of the support services model across six geographical hubs within the budget and on-time. In some functions, detailed mapping of resources was provided to fill the new organisational structure. Noticeable service improvements in some functional areas were reported from ‘day one’.

Key Words: organisational redesign   change management & implementation