OMB has revised the shared services initiative, saying that despite years of efforts to consolidate services that agencies have in common but often operate independently, inefficiency and customer dissatisfaction continue to be problems.
“Common mission-support services such as processing hiring transactions or managing federal finances, travel, and payroll costs taxpayers more than $25 billion annually. Today, agencies largely deliver these services, resulting in significant duplicative effort (e.g., contracts, human resources, technology) across hundreds of locations in the government and poor customer satisfaction,” says memo M-19-16.
The new policy calls for establishing a process to “identify mission support functions suitable for sharing based on cross-agency agreement on targeted outcomes and service delivery standards. These assessments will be performed to determine the maturity of agencies’ processes with respect to government-wide standards.”
Once an opportunity for centralization or sharing is identified, OMB will designate a lead agency as the “quality service management office” to “offer and manage a marketplace of solutions for common technology, services, or fully managed services to respond to agency needs.” Existing providers of related services are to partner with the lead office, OMB and GSA “to identify a longer term path to modernization and organizational efficiency in a measured, coordinated fashion.”