Conduct an activity assessment to determine shared services staffing needs
When transitioning to shared services, failing to deliver on customer service expectations can reinforce stakeholder skepticism about the model’s effectiveness. Oftentimes, this is a product of understaffing. To ensure the new service centers have sufficient support, institutions should perform an activity survey during the design phase.
The survey is used to identify unit-based staff whose work portfolios include tasks associated with a transitioning function. By detailing the volume of transactional activity that is taking place in the units, campuses can more accurately predict initial levels of staffing required for a shared services center.
This resource is part of the Design a Shared Services Model That Reflects Campus Priorities Roadmap. Access the Roadmap for stepwise guidance with additional tools and research.
Deploying an in-house activity assessment
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