If you are not in the Public Sector then you may have missed our Shared Services for the Public Sector conference taking place in London last week. This ‘vertical’ is as thirsty for benchmarking data as any other, to help them determine the ’success’ of their SSO. The conference opened up with a look at findings that resulted from a benchmarking exercise KPMG ran in 2008 with 200 SSOs. Some of the key findings were fascinating:

- 70% had delivered the SSO business case
- Only 26% rated their SSO as excellent
- 21% rated their SSO as under delivering
- 71% of CI programmes only delivering 5% or less of value
- 59% of SSOs didn’t measure customer satisfaction
- 81% of staff hadn’t worked in the business

The finding that seemed to cause a stir in the room was the CI stat. NHS Shared Business Services talked about 20% savings that came from their CI initiatives, which clearly suggests doing CI properly makes sense. But reports of 5% are not really that inspiring.

If you would like to find out more about the survey’s findings, please email me at susie.west@sharedserviceslink.com and we will arrange for a copy of the 40 page report to be sent to you.