13 - 14 June 2018 | Melbourne, Australia

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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.

The evolution of shared services: from 97 to now: Trends, tools and technologies that have shaped the Australasian shared services landscape

Ahead of Shared Services and Outsourcing Week Australasia 2017 (and to coincide with its 20th Birthday Celebrations), we’re taking a look back at the biggest business transformation achievements and trends over the past 20 years. 

During this time, SSON has interviewed and conducted research with a number of key influencers in the industry about some of the biggest success stories and lessons learned in Australian and New Zealand business transformation.

This report explores how a number of Australian and New Zealand organisations have responded to different trends over the years, and the biggest lessons you can learn from their journeys to date.

No matter what function, organisation, or process, this report aims to explore how you can learn where others have succeeded and failed to become more efficient, fast-paced and insightful in your own shared services journey. 

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.

Who is SSON?

With over 120,000 members, the Shared Services & Outsourcing Network (SSON) is the largest and most established community of shared services and outsourcing professionals in the world.


The evolution of shared services at the ACT Government: from 2007 to 2017

In this article, Graham Tanton, Executive Director,Shared ServicesACT Government explores the major lessons learned from the ACT Government shared services journey over the past 10 years and the tools his team is using to ensure their shared services team is a strategic business enabler.

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.

SSON 2017 Global State of the Industry Shared Services Report: Back to Basics

For the next few years, the fundamentals will remain key in guiding your SSC strategy. And that’s why it’s important that this year’s survey provides the real, untainted answers that you need, now, more than ever.
Based on a survey of over 400 shared services practioners globally, this report explores: 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?

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.

Why Global Process Ownership Can Deliver the Results You Are Looking For

The often quoted holy grail of shared services is Global Business Services – a model that, although defined in various different ways, is based on united, common leadership; standard IT platforms; and a global strategy.  Along with the benefits that the above confers, a key performance enabler of GBS is Global Process Ownership. But, just as GBS is not for everyone, and parts of its framework can be adopted by non-GBS teams, the strategic value of Global Process Ownership, too, can be widely leveraged.


SSOW 2018 Post Show Report

Learn why the Shared Services and Outsourcing Week Australasia is not to be missed! Download our Post Show Report to find out more about the 2017 SSO event highlights and takeways.

Case Studies

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.


Learning to Use Agile to Cut Cost and Headcount and Provide Better Quality Service

Melbourne University has implemented a completely new operating model, with a new service platform provider, University Services (1650 FTE), a critical part of that reform. It has created a Lean/Agile innovation approach focusing on nine key areas of benefi t to its customers showing service improvements across a range of key metrics, along with a service orientation with a values-based culture across all staff.
In this presentation from SSOW Australia 2017,  Paul Duldig Head of University Services at the University of Melbourne answers the key question: how can we effectively deliver support services to our customers - teachers, researchers and students of the university?

Empowering People and Instilling a Sense of Purpose and Pride in Your SSC

ACT Government has focused a major amount of effort into building decision making and strategic capabilities in its SSC staff, and instilling a sense of pride and ownership through e‚ effctive leadership. It has surveyed staff and customers to identify areas in need of improvement and gone about embedding those changes boost influence of the SSC.
In this presentation from SSOW Australia 2017.  Graham Tanton, Executive Director, Shared Services at ACT Government, answers the key question: How do you
lead an effective SSC and instil independence, ownership and decision making capabilities?

How NAB has Unifi ed Front and Back Ož ce and Cashed in the Cheque For Customer Centricity

NAB has eliminated siloes, especially between the front and back office, looking holistically to improve end to end process and think of the value chain organisation wide. It is using HCD and reimagining what the customer wants to reengineer process before implementing RPA.
In this presentation from SSOW Australia 2017, Renata Sguario, Head of Sales and Operations Shared Services, Latitude Financial, answers the key question: What role does the back office play in delivering customer centric service and how do you go about unifying them with customer facing divisions?

Calling on Your SSO for Insight: How Telstra is Dialing Into the Future of Finance by Becoming a Global SS and Implementing RPA

Telstra established a global finance services group in April, with a broad range of Shared Service functions including billing, credit risk management, fraud, revenue assurance, all rolled into international functions. With 2.5k people already in the Global Shared Service, the opportunities are growing beyond finance, and helping realise Telstra’s long-term vision.

In this presentation from SSOW Australia 2017,  Max Miller GM, Strategy at Telstra Global Financial Services, answers the key question: How do you take a global finance services group and become a global business services group?


Business Transformation 101:Tips from organisations at three different phases of the Shared Services journey

In this article, 3 diverse organisations at different stages of the shared services journey explore how their organisations are approaching business transformation to drive operational efficiency and the lessons learned from their journeys so far.

Why Australian SMEs lead the world in leveraging shared services to support business priorities

Driven by high labour costs and increased competition, Australian small to mediumsized enterprises have heightened their focus on cost reduction and improved agility. Shared services has emerged as an effective channel for delivering against these expectations. The model is also proving helpful in assimilating acquisitions and supporting international expansion.

Where are you on the shared services maturity roadmap?

Whether you are at the pre-Shared Services stage, or a mature practitioner, your strategy will be continuously evolving, driven by internal maturity and readiness and well as external market forces around new technology solutions or BPO offerings. To help you identify where you are and what you should be planning for next, we have put together a maturity map below, and suggested thinking points for each stage.


The Village of 100 Shared Services Centres

As of January 2017, SSON Analytics had identified 5812 Shared Services Centres (captive/hybrid) around the world. But what if the world was a village with only 100 Shared Services Centres? What would that look like...?