DFS Shared Services: Operating Model Review

Item Description:

The Department of Field Support (DFS) has through its reform initiative, the Global Field Support Strategy (GFSS), from 2010 to 2015 focused on expediting and improving support to peacekeeping, special political and other missions. One means of achieving this was through the introduction of shared services (administrative financial and human resources transactional services) most notably through the establishment of the Regional Service Centre at Entebbe (RSCE). A decision on expanding shared services in the field was deferred recognizing that a Secretariat-wide proposal for shared services, including field missions, known as the Global Service Delivery Model (GSDM) was being developed. As a consequence, expansion of shared service arrangements to all field missions and, in particular the definition of the DFS modus operandi for operating in a shared services environment was not fully achieved. The Department of Field Support would like to undertake a project examining the operating model for shared services and shared services operations. This project would be led by a consulting firm experienced in shared services and supported by staff with in-house expertise from the RSCE, Headquarters and missions. It will establish criteria for reviewing operations of the RSCE, client missions, and HQ, taking into account the outcome of the implementation of Umoja Cluster 5 as well as the overall impact Umoja has on operations, including structures, processes and reporting. The outcome of the process reviews as per the recommendation of the High-level Independent Panel on Peace Operations (HIPPO) will also be considered during the review. Risks will be identified and mitigation strategies defined. The objective of this project is to facilitate definition of the Departmental operating model in a shared services context across all entities, ensuring a cohesive approach, and review operations with the aim of making any necessary changes in order to further improve administrative service delivery. As such, this review should identify challenges with the current operating model, resources, performance management and accountability framework in terms of meeting its objective of providing effective and efficient support functions, as well as any proposed solutions and/ or improvements to the model based on industry standards and best practices for shared service centres. Specifically, the goal is to examine and identify areas of improvement in workforce/people; structures and organization; data and systems; processes and procedures; performance framework, and client services/customer orientation. The operational review is expected to start in March 2017 and end in July 2017, therefore the team needs to be available immediately upon contract signature.

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