Gartner Research

Government Shared-Service Onboarding Guide for Operations

Published: 17 November 2017

ID: G00341318

Analyst(s): Neville Cannon

Summary

Government CIOs must address five critical components to successfully onboard organizations to new or existing SSOs. This guide, one of a five-part series, covers operations. Early clarity on operations is vital for achieving customer satisfaction when onboarding a government agency.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Gather Existing and New Client Expectations From Senior Managers and End Users, and Map Against SSO Objectives to Check Fit
  • Revitalize the Service Desk Offering, Using It to Improve or Eliminate Operational Practices That Damage Customer Satisfaction
  • Ensure Clients Manage Change Request Prioritization, Operational Procedures Are Communicated and All Are Aware of the Changes
  • Identify and Mitigate Operational Risks, Using Organizational Concerns and Political Drivers to Determine the Optimum Model
  • Objectively Quantify Data Quality by Undertaking a Data Quality Assessment Before Undergoing Any Data Intake Activities

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