From: Heath Clendenning
To: Scott Jenkins,
Subject: Angela Coke: Lessons learned from Ontario Shared Services
Date: Mon Dec 30 17:31:27 MST 2013
2-for-1 delegate offer for GovShare, March 26-28, Washington DC
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Best Practices for Shared Services in Government
The forthcoming GovShare conference will directly address how public sector organizations like state, federal and even universities – can use the experience of others to manage and scale their shared services centers.
This week we caught up with Angela Coke, Associate Deputy Minister, Ontario Shared Servicesto ask her how she has developed a solid shared services foundation.

Q1. In your opinion what are some of key characteristics of a good Shared Service Team?

  • Client-focused and responsive
  • Able to effectively manage relationships and foster collaboration to drive business transformation
  • Accountable and results-focused
Q2. What has been the biggest success so far in Ontario’s Shared Service journey?
Our ability to drive out costs and drive in efficiencies. For example from 2004-2013, Ontario Shared Services (OSS) achieved cost savings and cost structure flexibility of $227 million across the Ontario Public Service as part of its transformation initiatives. Since 2004/05, OSS has achieved over $43 million in direct cost savings, and has increased its productivity levels, and reduced full-time equivalent staff by 23%.

Q3. For someone starting new in Shared Services, what would you suggest they focus on in the beginning?
Like any major change strategy, you do need a compelling case for action, strong leadership and an appropriate governance structure.
Proactive communications and engagement strategies to build understanding, acceptance and support with employees, clients and other stakeholders are essential.

Q4. What has been the biggest challenge your team/department has faced so far in your Shared Services journey?
The start-up phase was probably the most challenging. Ministries did not want to give up these functions and the associated resources to the “centre”.  Ministries believed they had unique needs that would not be met by a shared services organization. Negotiating the transfer of resources and getting the funding model in place was difficult.

On an ongoing basis, the government’s fiscal situation means there is constant drive to achieve further efficiencies and savings, often with no ability to get the investment to seed the changes.

Q5. Where do you see Ontario Shared Services developing into? (basically the future of shared services)
OSS’ mature foundation now enables us to focus on future service expansion. For example, taking on more business/clients in the Ontario Public Service (OPS); providing new value-added services; exploring opportunities to provide select shared services to some government agencies outside the OPS, and promoting and incenting the creation of shared services organizations in the broader public sector.

Don't miss this opportunity to put your questions to Angela directly and benchmark your initiatives against other successful departments and organizations.

Special introductory 2-for-1 rate for the first 25 delegates!

To secure this special 2-for-1 offer call us to register at 888-362-7400. For online registration, the 2nd delegate should enter Promo Code: FREE to secure their complimentary place.

Don't forget we are also running our early bird pricing guaranteeing you a $400 saving on the regular conference price.  Register your place by January 31st to secure the saving.

There will be lots more news about the event and the program from me in the coming weeks.  However in the mean time If you have any questions please drop me a quick note at

I look forward to seeing you at the event.

Heath Clendenning
Conference Director
Government Shared Services Summit
Advanced Learning Institute 
Angela Coke
Associate Deputy
Ontario Shared Services
Bring a colleague!

2-for-1 rate applies only
for the first 25 attendees.

Limited room available.
Confirm your place: 

Key themes we will be addressing:

Governance & Process Management – Learn how you can better evaluate your process management and governance policies.

Culture & Adoption – Explore how organizational culture and your internal talent can define your success in delivering shared services.

Technology & Security – Examine some of the technology examples that are working and address the question: how secure does the technology need to be today?

Sustaining Shared Services – analyze some of the best shared service models in the world and the key characteristics that – when replicated appropriately – help emerging shared service centers continuously deliver and redefine their services.

See the overview for more details.
Speakers include:

Dan Chenock
Executive Director
IBM Center for
the Business
of Government      

Paul Bartley
Deputy Assistant
Secretary Program
Department of Heath
and Human Services

Atul Bhatt
Vice President
Business Architecture
Wells Fargo
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