3.3: Shared Service Assessment & Benchmarks

Managing Partners for existing LoBs (and E-Gov Initiatives, as relevant) will prepare an assessment report for OMB of each shared service area.

Other Information:

This assessment will focus on: * How to improve the quality of the shared service; * How to increase customer uptake (how many customers -- other agencies -- are actually subscribing to the shared service out of the total potential subscriber population)? The assessment should also discuss challenges and opportunities that the shared service area presents, such as needed adjustments to funding models, service provider issues (e.g., in-sourcing, outsourcing, cloud-first implementation, security and privacy of systems and data), and changes in customer requirements that will result in significant changes to the service. Managing Partners should incorporate customer feedback into the assessments wherever possible. The assessment should also include benchmarks to evaluate shared service provider performance. The benchmarks must be measurable, attainable and clear to all of the different partners in the shared service -- Managing Partners, suppliers and customers. Examples of potential benchmarks follow... The Shared Service Assessments are due to OMB on March 1, 2012. The assessments will also be used to inform development of the final strategy for release in April 2012.

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