Build a Public Sector Shared Services Organization

Despite repeated calls for government reform, many agencies continue to operate siloed back-office operations, leading to inefficiencies, inconsistent service quality, fragmented data systems, and budget overruns.
The lack of integrated services and governance standards hampers both operational effectiveness and strategic agility.

Our Advice

Critical Insight

Agencies fail to realize shared services benefits without clearly defined governance, service scope, stakeholder alignment, and performance metrics.
Our phased approach breaks complexity into manageable steps, helping agencies build trust, establish accountability, and align shared services with strategic goals.

Impact and Result

Agencies using this blueprint will:

Reduce administrative duplication and cost
Improve service consistency and quality
Increase digital maturity and scalability
Build a performance-driven shared services organization aligned with public accountability

Build a Public Sector Shared Services Organization Research & Tools

1. Build a Public Sector Shared Services Organization Phases 1-5 – use this blueprintto plan, build, and scale a public sector shared services organization.

This blueprint is your step-by-step guide to transforming fragmented government operations into a high-performing shared services organization. Designed specifically for public sector leaders, it helps you identify where shared services make sense, build the right governance and staffing models, and track measurable outcomes. With a companion planning workbook and a five-phase roadmap, it takes the guesswork out of implementation so you can reduce costs, improve service quality, and modernize how your agency delivers results. Whether you're just starting or ready to scale, this blueprint equips you with the tools and confidence to drive lasting change.

2. Shared Services Workbook & Planning Guide – Evaluate readiness, define service scope, design governance, forecast staffing needs, and track performance metrics across all five phases of shared services implementation

The workbook is a structured, phase-aligned toolkit that supports government leaders in planning and implementing a public sector shared services organization. Once populated, it becomes a comprehensive planning guide that documents readiness, defines scope, guides implementation, tracks KPIs, and supports continuous improvement.

A five-phase roadmap to improve service quality, reduce duplication, and modernize public sector operations.

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Need Extra Help?
Speak With An Analyst

Get the help you need in this 5-phase advisory process. You'll receive 10 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: Assess Shared Services Organizational Readiness and Rationale

Call 1: Define goals, readiness, and challenges.
Call 2: Assess diagnostic scores and heat map priorities.

Guided Implementation 2: Build the Operating Model and Governance Foundation

Call 1: Finalize scope, agencies, and governance setup.
Call 2: Develop SLAs, KPIs, and funding logic.

Guided Implementation 3: Build the Platform

Call 1: Evaluate platforms and staffing structure.
Call 2: Align tools, workflows, and pre-launch KPIs.

Guided Implementation 4: Pilot and Scale

Call 1: Finalize pilot scope and feedback tools.
Call 2: Interpret pilot data and update workflows.

Guided Implementation 5: Institutionalize and Innovate

Call 1: Launch dashboards and CI practices.
Call 2: Track value and plan strategic alignment.

Author

Neal Rosenblatt