Gartner Research

Evolving the Shared-Service Organization Toward Higher Maturity in Government

Published: 22 August 2016

ID: G00302209

Analyst(s): Neville Cannon


Shared services can succeed and deliver their objectives; however, many continue to have a difficult time and struggle to survive, let alone mature in their position as providers of choice. This research highlights three aspects that seem to be ignored or overlooked in reversing this position.

Table Of Contents
  • Key Challenges



  • Shared-Service Leaders and CIOs Must Agree With Their Customers on a Model — Ideally a Chargeback, or Minimally a Showback — in Order to Provide a Mechanism to Manage Demand for Services and Remain a Valued Partner
  • CIOs Must Strive to Improve the Poor Customer Awareness Culture Within Their Organizations; If Necessary, This May Mean Starting With Themselves
  • CIOs Must Overcome Institutional Bias for Control and Establish a Business Unit IT Strategy That Guides the Considered Selection and Adoption of Innovative Services

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