Please use this identifier to cite or link to this item:
http://hdl.handle.net/10782/594
|
Title: | Proposal for shared services performance management model applied to portugueses public administration |
Authors: | Domingues, Luísa Gomes, José Cordeiro |
Keywords: | Governo electrónico e-government Serviços partilhados Shared services Implementação de serviços partilhados Shared services implementation Modelo de gestão de serviços partilhados Shared services management model Administração pública Public administration Estudo de caso Case study Portugal |
Issue Date: | 2011 |
Abstract: | In order to improve the quality of the services and the relationship between the central
public administration and citizens the Portuguese government launched an egovernment
initiative including both front and back-office processes. The
implementation of shared services represents one of the transformation vectors having
as major goal the gain of efficacy by reducing the organisational structures and the
gain of efficiency through the rationalization of back-office processes. The main target
was first the development and implementation of both financial and human resources
shared services management solutions and afterwards the enlargement of this concept
to other domains such as Information and Communication Technology (ICT). The
shared services implementation target is the central public administration, which
employs 550.000 workers. Depending on the success of this initiative it may be later
extended to regional and local entities encompassing a total of 800.000 workers.
This shared services initiative catalyzes the need of having a global public
administration structure in order to provide services with the required quality and to
implement adequate and flexible process oriented business models. In 2007 GeRAP, a
public enterprise owned by the Ministry of Finances and Public Administration, was
created aiming a suitable implementation of this paradigm.
As an outcome of the financial and human resources shared services implementation
experience, a Portuguese Governmental Open Cloud (GO-Cloud) project was
launched with the aim of deploying an ICT public infrastructure able to integrate other
private and public clouds and to offer quality infrastructure services at lower costs. The
GO-Cloud overlays the double objective of establishing a technological platform that
will leverage the shared services adoption spreading among public administration
entities, concerning both the already deployed financial and budgetary management
solution and the shared human resource management solution, and the provisioning of
ICT resources and services in a more flexible and effective way.
A successful implementation of shared services in a public and wide environment such
as the Portuguese public administration requires a suitable reference architecture,
reliable and scalable infrastructures, automated procedures, adequate management
processes, an agile organization and adequate relationship models, based on a set of
core competences. Thus, this paper focuses the way shared services are being
implemented and managed in the Portuguese public administration, considering both
the scope of this activity and the differences between public and private contexts. It
8º Congresso Nacional de Administração Pública – 2011 | Página 338
also presents the adopted service oriented architecture (SOA) and both the business
model and the shared services analysis model (SSAM) used to grant GeRAP internal
and external alignment.
SSAM contributes with a formal analysis structure through the identification of main
pillars that sustain the shared services implementation in Portuguese public
administration. The defined pillars will be used as analysis vectors to create a
performance model which will be able to evaluate the performance reached by shared services implementation and to anticipate some actions. |
Description: | Comunicação apresentada no 8º Congresso Nacional de Administração Pública - Desafios e Soluções, em Carcavelos de 21 a 22 de Novembro de 2011. |
URI: | http://hdl.handle.net/10782/594 |
Appears in Collections: | C8 - Apresentações / Comunicações
|
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.
|