Engage shared services customers in the conversation around service expectations and ongoing performance
A growing number of higher education leaders, on the hunt for greater efficiency and savings in their administrative service delivery, are considering the viability of shared services for their campuses. Within recent memory, several shared services implementations have sparked well-documented campus upheavals—giving other institutions pause about consolidating administrative work.
Common shared services hurdle: Customer service skeptics
Faculty often equate physical proximity of support staff with service quality. Consequently, they fear that “distant” shared services will prioritize central projects, controls, and costs over academic unit needs.
This resource is part of the Ease the Transition to Shared Services with a Plan for Change Management Hurdles Roadmap. Access the Roadmap for stepwise guidance with additional tools and research.
Solution: Two-way service level conversations
Service-level agreements, governance boards, and communication protocols ensure that shared services units are responsive to client needs. Over time, shared services leaders use performance data to demonstrate that the consolidated organization is delivering high-quality services in alignment with customer expectations.
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