Shared Services is a service delivery model which aims to enhance service quality and productivity by consolidating and transferring similar tasks or work processes across multiple agencies to a shared services platform. Accountability and running costs of shared services are borne collectively by the participating agencies. They also need to establish clear and concrete performance indicators with the shared services unit to ensure quality and sufficient services are provided.
Shared services are commonly found in back-office services such as information technology infrastructure, human resources and financial management. It can also be adopted for the provision of front-end services such as applications for financial assistance or licence, as well as enquiry and complaint handling services.
Shared services can bring multi-faceted benefits. Through consolidation and rationalisation of resources and work procedures, better economies of scale and enhanced efficiency in service delivery can be achieved. Citizens can also enjoy one-stop services with consistent standards and levels through the shared services unit.