Design
Key Activities and Outputs
- Document your detailed Requirements [PDF, 115KB].
- Document and understand your ‘as is’ processes.
- Develop your solution design and document your ‘to be’ Processes [PDF, 69KB] based on the offering from your provider, and/or the ERP system that you are introducing.
- Document and understand the impact of the ‘to be’ processes and document known differences and gain agreement to these.
- If some policy and processes are not desirable/possible to change and these impact the system, agree the approach i.e. manual or system change. Determine the cost/benefit of any changes to the core solution and if necessary update your business case.
- Develop your IT solution (where it doesn’t already exist or changes are required).
- Develop your data strategy.
- Following on from your operating model define your organisations structure and roles. This should include the shared service, retained functions and roles of employees and line managers.
- Update your Change Management Strategy [PDF, 89KB].
- Develop your workforce management plan.
- Define your operational governance model.
- Based on your MOU or Heads of Agreement develop your Service Level Agreement (SLAs) and Key Performance Indicators (KPIs) [PDF, 366KB].
- Document the overall service solution in a Design Document or Service Specification [PDF, 102KB].
- Update and continue to execute your Stakeholder Management and Communications Plan [PDF, 435KB].
If you are following the OGC gated review process it is likely that one of the outcomes from this stage will be a successful CDR gate.
Tools and Examples
Requirements, Solution Design and Processes
- Practical Approach to Setting Up Shared Services [PDF, 377KB]
- HMPS Vision and Roadmap [PDF, 169KB]
- Accounting System Specification [PDF, 333KB]
- Accounting System Additional Requirements [PDF, 165KB]
- Service and Process Design Guide [PDF, 349KB]
- Detailed analysis of Finance Services in Scope Guide [PDF, 187KB]
- Shared Services Technology Guide [PDF, 149KB]
- Central Government Department HR and Payroll Detailed Design [PDF, 524KB]
- Central Government Department Finance Detailed Design [PDF, 293KB]
- Finance ‘To be’Processes [PDF, 439KB]
- HR ‘To be’ Processes [PDF, 653KB]
- Natural England Enquiry Service Business Requirements [PDF, 583KB]
Organisation and Role Design
- Organisation Design workshop presentation [PDF, 111KB]
- People & Organisation Guide [PDF, 239KB]
- Role Description: HR and Finance Shared Service Roles [PDF, 168KB]
- Role Description: Shared Services Director Job Spec [PDF, 31KB]
- Role Description: Head of HR Shared Services [PDF, 129KB]
- Role Description: HR Business Partner [PDF, 146KB]
- Role Description: HR Shared Services Rep [PDF, 143KB]
- Role Description: Head of OD [PDF, 139KB]
- Role Description: Defra Shared Services Customer Advisor [PDF, 198KB]
- Role Description: Defra Shared Services Senior Customer Advisor [PDF, 202KB]
Relevant chapters of Guidance for Providers and Customers
