Shared Business Systems (SBS) are part of the Victorian State Government's Department of Primary Industries (DPI) and are a shared services supplier of HR/Payroll and Financial systems. These services which include accounting, reporting, payroll, taxation and cash management functions, are supplied to a number of government departments. They had a resourcing supply gap in the technical support team. The historical options for the resolution of this presented the following issues; • Consistency • Technical capability • Support and training • Prohibitive costs • Accountability issues
With the business continuing to evolve and the client base and service offering expanding Guy Nicholson, General Manager, needed to find a way to fill the gap in the current model.
He went to the e-services panel and sought a solution by partnering with Corporate Information Systems (CIS) a specialist managed IT services organisation that uniquely operates in-between the fixed price manage services companies and recruitment market.
The CIS Approach
CIS used a consultative approach in order to develop a solution which included a 4 phase process;
- Needs Analysis
- Design and Build
- Recruit and Engage
- Service Management
1. Needs Analysis
Through interviews and workshops with Guy and his team the following needs and sort after benefits were identified.
- Role stability and consistency
- Technically capable at a Junior level in Technical Application Support
- Performance management support
- Training, mentor and coaching supports
- Transparent cost structure which complied with budget policy restriction
- A structure that allowed for role definition change as the business required
In addition uncertainty in long term workload projections meant the resources needed to be engaged with a long term view but without the usual certainty in on-going employment.
Through this consultation CIS identified that the gap could not be resolved by any traditional resourcing solution.
2. Design and Build
Using the CIS managed resource program framework to customise a Post Graduate program that aligned with the identified business needs, CIS was able to provide a solution that addressed all key areas. Expectations of specific position capabilities, performance measures, cultural fit and technical competency were all identified through the design phase setting the foundations for success in phase three (recruit and engage) and phase four (service management).
3. Recruit and Engage
CIS applied 15 years of experience in IT recruitment and contract services to ensure the right person was selected into the program:
A comprehensive, industrialised recruitment process was customized to the specific requirements of the program design. This ensured the selected graduate met behavioral and technical competency expectations.
The engagement process ensured that on day one of the program the graduate was able to get started. The process included the understanding of and commitment to:
- organization specific policy and procedures
- an on-site induction plan
- expectations for performance management
- training, mentoring and coaching plan expectations
4. Service Management
The Service Management phase is ongoing throughout the program life and ensures the program delivers to agreed expectations and remains relevant to the business as changes occur. It includes the activation, administration and management of the following processes:
- Gateway performance management tool
- Onsite coaching
- Keeping aligned business/role process
- Training plan
- Mentor program
CIS successfully delivered a program that filled the resource model gap. In addition, the program allowed the business to strategically plan to bring the resource permanently into the organisation ensuring that the investment and organisational IP was not lost at the conclusion of the program.
The program has now been recognised by the Project Management Office of SBS and they have engaged in the CIS Next Step program. This has been customised to meet the needs of a blended Business analysis/Project analysis skill gap.
CIS in partnership with the SBS team established a program that can be adopted as the business requires it. The managed resource program offering has added the missing link in the SBS resourcing model and allowed an approach that will assist the group to strategically manage and deliver to future business change.