Hampshire Shared Services

School Governor Forum March 2017 Gary Westbrook

Head of Shared Services

The shared services

model

Resilience and capacity for the future

Cost efficiencies

and savings

Why shared services?

Protecting frontline services

The ability to

share with

multiple

public sector

organisations

£

Priorities

Design Principles

• Paperless wherever feasible

• Optimise self-service

• Improve consistency and

standardisation

• Process design must exploit

SAP standard where possible

• Seize opportunities to simplify

policies

• Maximise co-location

• Facilitate scalability

• Reflect best practice

Customer

Easy to use

and intuitive

tools

Simplicity

Driving self-

service

adoption

The decision to share with the public sector

Why public-public shared services

• We didn’t want to be locked into long term contracts with the private sector

• Desire to have control and influence over its services

• We know our operations and the needs of our customers better than the private sector

• Desire to work with partners who share the same values

• The public sector could be consolidated in years to come

• Meeting the needs of citizens will require Hampshire to work more closely with other public sector organisations

• There is a market for public-public shared services

On-Boarding timescales post design

HCC Project

IBC

Go Live Schools HFRS HC

Schools

HFRS Project

HC Project

June

‘13

Jan

‘14

OCC Project

Jul

‘15

Sept

‘14

Apr

‘14

Jul

‘14

Aug

‘14

Nov

‘14

OCC

Complexity of the partners

Academies, district

councils and the voluntary

sector

Oxfordshire Fire and Rescue

750 schools in

Oxfordshire and Hampshire

The Integrated Business Centre

Business

change • Finance

- Record to Report

- OTC

- Treasury

• HR

- HR administration

- Recruitment

services

- Pensions

- L&D administration

• Procure to Pay

- Purchasing

- Invoice processing

• Payroll

Services Operating Model

• A public partnership

agreement

• Leading practice

end-to-end

processes

• SAP technology

• Single service centre

location

• Single employer of

300 staff

Partners

Measures and Metrics

Some Measures and Metrics - HR

HR Volumes Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17

Transactions - Total 7,819 9,717 11,452 8,681 9,955 9,296

Starters 1,246 838 774 451 658 480

Leavers 565 708 808 701 578 303

Org Change 104 1,315 1,544 908 1,037 830

Family Friendly 142 112 180 104 153 144

Total travel claims processed 3,754 4,669 5,128 5,165 4,468 4,597

HR Volumes Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17

Actions - % Retrospective Entries 4.6% 29.9% 27.5% 29.2% 12.1% 18.0%

Payroll errors at the final payrun 0.10% 0.00% 0.01% 0.00% 0.00% 0.00%

Overpayments - % All 0.06% 0.08% 0.33% 0.21% 0.20% 0.32%

Travel claims processed via self-service

96.4% 94.8% 98.1% 97.4% 98.1% 98.7%

Some Measures and Metrics - Finance

Finance Metrics Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17

Vendor invoices paid - Create-Clear =<30 days

99.3% 99.8% 99.6% 100.0% 99.7% 99.8%

Vendor invoices paid - Invoice date-Clear =<30 days

89.8% 91.5% 91.5% 92.4% 91.8% 93.9%

Finance Volumes Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17

Vendor invoices paid through SAP (month on month)

13,443 12,011 14,615 9,803 11,951 10,303

P-Card - No. of payments 11,017 10,419 12,178 8,291 10,106

Issue resolution and

Communication

Investment in User Training

• Shadowing sessions. 30 minute slots offered to all schools in June 2016

• Classroom based Schools User Training (2016/17). Offered to all schools

across Hampshire.

• New User Training – module based courses running termly for all new users.

52 new users have been through training since Sept 16

Delegates Schools

HR 231 224

Finance & Purchasing 212 209

Current Customer Contact Model

IBC portal on-line help

IBC Customer Interaction Centre

Customer calls • General help, signposting and help with completing enquiry forms • Re-open closed cases • Telephone warm hand-offs to specialist support for urgent

requests • Direct routing to specialist support if case reference given

Enquiry Forms • New enquiry form • Opportunity to self-close if resolved

Specialist Support – First Level Support Telephone dialogue

Urgent issues and auto route of calls with case

reference

Specialist Support – Second Level Support

14

Additional Communication / Engagement Routes

• Customer Relationship Manager – Single dedicated manager for Hampshire

Schools (Dawn Cook)

• Schools Network Meetings – Termly meetings of schools network attended

by IBC colleagues

• Schools IBC Admin Officer User Group – Termly meeting of 25 admin

officers / business managers covering each type of school across the County

Direct Action as a result of customer feedback

• Customer Contact (Phase 1): Review of team structures and staff development, improving timeliness of responses,

improvements to enquiry form, enabling attachments

• Goods receipting and receipt reversal: Final delivery box removed and when line/purchase order fully goods

receipted the box will automatically be populated preventing further goods receipting. If a line has been fully goods

receipted but partially paid, the remaining quantity can be reversed (removing the need to raise an IBC Enquiry).

• Purchasing Cards - deadline for coding, review and approval of transactions moved from 5th to 19th of the month.

Addressed the issue of the current deadline being tight, particularly when taking school holidays into account; and

also allows time to get VAT receipts from online retailers such as Amazon.

• View customer invoice: New tile to display a copy of the customer invoice and enable users to re-print (removing

the need to raise an IBC Enquiry).

• View supplier invoice report: Quick and easy way for shoppers and approvers to check when invoices have been

paid. Model 2 schools can also view invoices scanned through VIM.

What is coming

• Multiple Employment Improvements

• Customer Contact Model – Phase 2

• Working alongside Institute of Customer Service (ICES)

• Extensive user surveys and focus groups Dec 16 – Feb 17

• Planned improvements to web guidance and help texts

• Improved customer insight driving continuous improvements to self service forms and

processes

• New user and systems training

• From 2017/18, new user and additional systems training will form part of the wider training offer

within the EFS SLA

• Termly new user training and additional systems training available for existing users

Questions & Discussion

IMPORANT NOTICE

This document and any related documents have been provided by HCC for information only and is not intended to be an offer or a legally binding or

enforceable contract.

The information contained in this document has been prepared by HCC and includes material which is proprietary to HCC and which may have been

obtained from various other sources. None of the information including HCC’s proprietary information has been verified.

No representation, guarantee or warranty, express or implied, is given and no responsibility or liability is or will be accepted by or on behalf of HCC or by

any of its members, employees, agents or any other person as to the accuracy, completeness or correctness of the information contained in this document

or any other oral information made available or in connection with any projected savings or benefits or other outcomes whether or not realised and any

such liability is expressly disclaimed.

No reliance may be placed for any purposes whatsoever on the contents of this document or on its completeness. A public body should seek advice from

its own legal, financial and other appropriate advisers. Hampshire County Council shall not accept any liability for any loss or damage arising out of any

reliance placed by a public body or any other organisation or person upon this document.

This document and its contents are confidential and prepared solely for your information, and may not be reproduced, redistributed or passed on, directly or

indirectly to any other person in whole or in part.