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Can You Still Afford to Ignore Robotics? Why the Digital Workforce Is Your New Reality

Can You Still Afford to Ignore Robotics? Why the Digital Workforce Is Your New Reality

One of the most notable trends in Shared Services delivery right now is that of robotic automation. It's also been interesting to chart the market’s uptake, or even understanding, of robotics from "don't understand/not evaluating" just two years ago, to "implementing or planning to implement," as per SSON’s 2017 State of the Shared Services Industry survey.
SSON’S Annual State of APAC Shared Services Report 2017: Back to Basics: How are shared services across the APAC region meeting service fundamentals in the digital age?

SSON’S Annual State of APAC Shared Services Report 2017: Back to Basics: How are shared services across the APAC region meeting service fundamentals in the digital age?

In this report, we provide the honest, untainted answers you need to questions like: How are you best serving your customers? How do you measure your success? How do you charge for services? How do you resource most effectively? How do you set efficiency targets?

The answers to these questions also shed light on how you are taking advantage of innovations – and that is precisely the point. The framework for the customer-SSO exchange remains one based on solid, reliable, cost-effective, service delivery. What our survey shows is that today, while delivery is still about performance and excellence – the resourcing variable is changing dramatically.
How Australia Post is innovating their back-office with employees at the centre of transformation

How Australia Post is innovating their back-office with employees at the centre of transformation

In this case study, Julie Williams, Former  Head of People Services at Australia Post, shares how Australia Post is transforming their shared services function to become customer-led and the tools and strategies other government organisations can employ to embed speed, agility and innovation to evolve their shared services to become more strategic, efficient and customer-centric.

State of The Shared Services and Outsourcing Industry: Australia & New Zealand Market Report 2018

State of The Shared Services and Outsourcing Industry: Australia & New Zealand Market Report 2018

SSON’s annual APAC state-of-the-industry report highlights the trends underpinning current shifts, identifies the ‘new, improved’ profile of the modern Shared Services team, and points to how SSOs are delivering more value by moving towards knowledge-based work.  
Ahead of the 21st Shared Services and Outsourcing Week Australia, this report provides insight to how these trends are playing out in Australia and New Zealand. We hope it will guide you to improved decisions as you move your operations forward.
Examining 2018 Trends in ANZ Shared Services Centres

Examining 2018 Trends in ANZ Shared Services Centres

This interactive workbook analyses the results from ANZ respondents who participated in the 2018 State of Shared Services and Outsourcing Industry survey to examine the latest trends in ANZ Shared Services Centres (SSCs).

Key Takeaways:

  • ANZ has one of the highest percentage of SSCs supporting in-country or regional customers (77% total).
  • 62% of the respondents are planning to or are in the midst of shifting from transactional towards knowledge work. Intelligent Automation is the greatest enabler driving this shift.
  • Nearly a third of the respondents have entered the testing phase for IA tools and more than 30% have some element of AI included in their testing.
  • 50% of respondents agree that driving cultural change is seen as essential when embracing Digital Disruption.
  • Identifying/creating critical corporate data assets is the most popular data analytics strategy.
  • To drive innovation, SSCs should take the lead in identifying opportunities to improve processes - streamline, automate and eliminate.
Redefining Skills and Capabilities for the Digital Evolution of Shared Services - From Transactional to Value Add

Redefining Skills and Capabilities for the Digital Evolution of Shared Services - From Transactional to Value Add

As Shared Services become more tech-enabled and move up the value curve, traditional core skillsets need to evolve, and leaders need to consider how to enrich their workforce to be more innovative and collaborative

A Case Study with Western Sydney University: Driving cost savings and operational efficiency through a collaborative approach to Shared Services

A Case Study with Western Sydney University: Driving cost savings and operational efficiency through a collaborative approach to Shared Services

In this case study, Peter Tow Director, Project Management Office, Finance and Resources at Western Sydney University shares what other organisations can learn from his team’s shared services journey to date, including how to:


  • Create a strategy for organisation wide transformation: Setting up Shared Services
  • Deliver the transformation program comprising of different streams and business functions
  • Achieve stakeholder buy-in and building engagement through co-design and collaboration
  • Position culture as a key component and objective of the program
How can Shared Services drive more value as a data analytics and business insight hub?

How can Shared Services drive more value as a data analytics and business insight hub?

Ahead of the 21st Annual Australasian Shared Services and Outsourcing Week 2018, SSON takes a look at how two organisations - Lumino the Dentists and Suncorp - are utilising data to drive business value.