Shared service policy
Purpose
The Shared service policy details Queensland Government's strategy for adopting shared service to improve public service and encourage departmental collaboration.
Policy statement
The Queensland Government is committed to an effective public service and adopts shared service as a preferred model for driving efficiency, collaboration and innovation across the sector.
For the Queensland Government, the shared service model consists of multiple providers that operate as centres of excellence which use core and common technology and business processes to deliver services to multiple agencies. To promote consistent service delivery and transparency, services can be purchased from a pre-defined service catalogue which outlines the price and quality parameters.
Policy principles
1. Services must be outcomes-focused
Shared service delivers value through consistent, best-practice guided services that supports the seamless, ongoing functions of government.
2. Shared service must be considered from the start
Providers and customers are committed to the shared service model to minimise duplication and customisation, using secure, core, common and interconnected digital platforms to simplify processes and enhance responsive, interoperable government service delivery.
3. Shared service is a partnership (one-government)
Providers and customers collaborate on service planning and design, strategy, and addressing challenges while sharing knowledge for government benefit. They acknowledge the value in unified strategies, collective investment, and streamlined services, committing to listen, learn, and leverage.
4. Shared service must have proven comparable value
Providers will continuously strive for service excellence by routinely measuring their value and benchmarking performance against peers and other jurisdictions in a transparent manner.
5. Employees as experts
Shared service providers are centres of excellence. Queensland Government employees need the skills for present duties and the ability to adapt for future demands. They require the knowledge and tools for high-quality service provision.
Advice
This policy should be read in conjunction with:
Applicability
This policy applies to all Queensland Government departments (as defined by the Public Sector Act 2022). Accountable officers (not already in scope of the Public Sector Act 2022) and statutory bodies under the Financial and Performance Management Standard 2019 must have regard to this policy in the context of internal controls, financial information management systems and risk management. Please see How to apply the QGEA for further information.
Implementation
This policy comes into effect from the issue date.
Reporting requirements
This policy has specific reporting requirements:
No. | Reporting requirement | Date |
1 | Operational performance reporting as per the Shared Service Provider reporting requirements. Coordinated by Shared Service Providers. | October, February, April and July. |
2 | Biannual strategic evaluation of the overall performance of the shared service model. Coordinated by QGCDG. | February, submission of the report covering the period from July to December. August, submission of the report covering the period of January to June. |
3 | Benchmarking to industry to compare performance and identify areas for improvement and opportunities for advancement. Coordinated by QGCDG. | Every two to three years from policy approval. |
Policy benefits
The implementation of this policy ensures that that the purpose and objectives of the shared service model for Queensland Government are realised.
Objective 1: Service excellence
Shared service is a responsive and trusted partnership that supports the Queensland Government to deliver core business, strategy and innovation. Shared service is responsive, flexible and timely, supported by a secure and trusted environment that is fit-for-purpose, scalable, adaptable and meets current and future demands.
Objective 2: Core and common
Shared service enables policy and frontline service outcomes by delivering economies of scale in services, processes and technology. Shared service delivers value through standardised services, systems, and processes, adopting core and common to strengthen the interoperability of Government.
Objective 3: Lead innovation
Shared service delivers innovation and continuous improvement by leveraging industry best practice, business intelligence, modern technology and platforms to optimise value and meet government needs.
Objective 4: Maximise value
Shared service enhances government’s priorities and strategies by driving, leading, and supporting initiatives with whole-of-government benefit. Shared service maximises value to government by providing services as efficiently and effectively as possible, ensuring services and investments have demonstrated return-on-investment and offer value for money.
Objective 5: Customer focused
Shared service works in partnership with customers, vendors and industry leaders to deliver outcomes for whole-of-government and support the delivery of shared agency priorities.
Objective 6: Employee excellence
Government employees have the skills and tools they need to continue to deliver high quality services and can access the right information and opportunities to support their continuous growth.
Issue and approval
Issue date: 8 August 2024
This Queensland Government Enterprise Architecture (QGEA) policy is published within the QGEA and administered by the Queensland Government Customer and Digital Group (QGCDG). It was developed by QGCDG and approved by the Director-General, Department of Transport and Main Roads.