Guidance for Providers and Customers
This page provides guidance for central government customers and providers of shared services on successful take up and delivery.
- Full document [PDF, 1.8MB]
- Download the full guidance document
- Introduction [PDF, 216KB]
- About this guidance document, its contents and intended audience
- Commercial Approach [PDF, 411KB]
- Establishing and operating robust, good practice and pragmatic commercial arrangements
- Principles underpinning commercial arrangements between public sector organisations
- Contents of MoUs and SLAs
- Service Offering [PDF, 319KB]
- Requirement for providers to clarify their service offering
- Types of service offering
- Contents of a service offering
- Provider Business Plan [PDF, 259KB]
- Producing and maintaining a provider business plan
- Importance of the business plan to shared service employees, customers and senior stakeholders
- Key contents of a business plan
- Delivery Models [PDF, 564KB]
- Guidance to providers in selecting the most suitable model for delivery of services
- Overview of delivery options including main advantages and disadvantages
- Examples of delivery models adopted by live shared service organisations
- Governance [PDF, 355KB]
- Key considerations when defining governance arrangements for operational shared services
- Principles of good governance
- Example governance structures and roles and responsibilities
- Up–front Investment [PDF, 236KB]
- Types of spend required during the set–up phase
- Constraints over funding compared to the private sector
- Guidance on agreeing the customer investment during business case development
- Sharing Benefits [PDF, 310KB]
- Types of benefits
- Principles for benefits realisation
- Process for evaluating improvements and sharing benefits
- Customer Take–on [PDF, 369KB]
- Framework for take–on of new customers
- Suggested process and timeline for customer take–on
- Key considerations for providers and customers
- Software Licence Transfer [PDF, 282KB]
- The options available for the acquisition/transfer of software licences
- Snapshot of the on-going bi-lateral discussions between the providers (DWP, HMRC) and software vendors (Oracle, SAP)
- Guidance on the treatment of legacy application licences
- Annex: Examples of Cross Government Service Delivery [PDF, 254KB]
- DWP Customer Information System
- DirectGov
- The Club
- Government Gateway
- Government Secure Intranet
