Gartner Research

Evolving the Shared-Service Organization Toward Higher Maturity in Government

Published: 22 August 2016

ID: G00302209

Analyst(s): Neville Cannon

Summary

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

Introduction

Analysis

  • 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

Case Study

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.