NDLI: Issues in relationship management for obtaining the benefits of a shared service center

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Issues in relationship management for obtaining the benefits of a shared service center

Content Provider	ACM Digital Library
Author	Joha, Anton Janssen, Marijn
Abstract	Shared service centers (SSCs) are gaining importance in public administration as a means to innovate, reduce costs and increase service levels. By unbundling and concentrating activities, the basis premise for a SSC seems to be that services provided by one local department can be provided to others with relatively few efforts. Within public agencies there is a debate about how to manage SSCs to gain the benefits expected. The goal of this research is to investigate how to deal with management issues to obtain the promised benefits. It is likely that many of the issues and managerial problems can be associated with more traditional forms of outsourcing. Therefore we investigate a case study based on insights from outsourcing literature and the framework of Kern and Willcocks proposed in the relationship advantage. The framework was found to be appropriate for analyzing our case study. The management of a SSC demands complicated relationships consisting of a mix of cooperative and competitive characteristics. The outcomes of this case study have resulted in a number of observations about SSCs and also about the differences between the management of relationships in SSCs and outsourcing.
Starting Page	219
Ending Page	228
Page Count	10
File Format	PDF
ISBN	1581139306
DOI	10.1145/1052220.1052249
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2004-03-25
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Shared service center Outsourcing Relationships management E-government
Content Type	Text
Resource Type	Article

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