Full-service business transaction processing in commercial cloud platforms is the future of government shared services.
SSLC is dedicated to helping the government get there faster.
Delivering Exceptional Service
How can customer experience (CX) contribute to “good government” and further amplify agency and cross-agency priorities?
Wednesday, April 28th, 2021
8:00am – 9:30am
Co-Sponsored by 
Presenting Sponsor 
Today’s organizations must do more than simply deliver on customer expectations. As society’s needs evolve, government agencies must rise to meet new customer demands.
Across government, only 21% of customer needs are met on the first attempt. Eventual resolution often comes via more expensive channels, such as phone calls and in-person visits. Adopting a Customer Experience (CX) focus will help agencies become better stewards of taxpayer dollars, create a more satisfying employee experience, and reduce frustration for customers.
This seminar will address what CX is (and isn’t) and how leveraging CX as a shared service can support agencies in rising to meet customer expectations in an increasingly on-demand world.
Invited Panelists
Cristina Perez, Customer Experience Lead, Cybersecurity Quality Services Management Office (QSMO), CISA, Department of Homeland Security
Mary Kay Byers, Senior HR Advisor to Director, Washington Headquarters Services, Department of Defense
Lashanda Hodge, Director Customer Experience, Center of Excellence, GSA
Moderator
Lindsey Ryan, Customer Experience Designer, The Clearing
About The Clearing
The Clearing is a boutique professional services management consultancy that partners with top leaders as they address strategic and operational opportunities or risks in an intentional, time-bound, and human-centered way. Inspired by the idea of creating “clearings” to tackle critical challenges, consulting veterans Chris McGoff and John Miller founded The Clearing in 2009. Today, we apply our people-first approach to change and transformation in service of leaders working to solve society’s most complex problems. www.theclearing.com
Message to Shared Services Community – Coronavirus Contingency Plans
In light of public health concerns and the ongoing threat of the coronavirus, SSLC and our partner organizations are either re-scheduling or making remote participation options available for upcoming shared services events. Our monthly “Shared Services Forum for Agency Implementation Leaders,” co-sponsored with the National Academy of Public Administration (NAPA) and the Senior Executives Association (SEA), will continue as scheduled from 10am to 12 Noon on the second Thursday of each month via teleconference until further notice. Other Forums and events will also be held through remote participation for the duration of the emergency. More details about future events will be communicated when available. We hope our response will enable our important work of supporting the government’s shared services initiatives to continue with a high level of participation from our community with a minimum of disruption. Thanks to all for continued support as we pull together in service of our shared interests in improving government efficiency and effectiveness. If you have questions about particular events or other matters related to our coronavirus response, please feel free to contact us at: Info@SharedServicesNow.org
The SSLC-NAPA-SEA Forum Series for 2021
Now entering its third year, SSLC’s Forum series, presented in collaboration with the National Academy of Public Administration (NAPA) and the Senior Executives Association (SEA), is off to an exciting start in 2021. Our original Shared Services Forum for Agency Implementation Leaders is a monthly workshop in which government executives who are leading shared services initiatives in their agencies bring their toughest challenges to the table for real-time collaborative problem-solving with their counterparts in other agencies and SSLC, NAPA and SEA leaders. Over 100 executives from over 20 agencies have participated to date along with leaders from the four Quality Service Management Offices (QSMOs) charged to create future marketplaces for Financial Management, Human Resources, Grants and Cyber Security shared services. Government executives who participate regularly have become the Forum’s strongest proponents and have testified to receiving high value insights and practical implementation support from their participation. SSLC, NAPA and SEA believe the Forum represents a breakthrough in effective problem-solving and can become a model for advancing government modernization efforts.
Our new Future of Work Forum, also co-sponsored with NAPA and SEA, is exploring how emerging technologies and telework are transforming the nature of work and how government policies and cultures need to change to continue to leverage workplace innovations in the future post-COVID-19 environment.
SSLC, NAPA and SEA are planning to launch additional Forums to support government modernization initiatives in the months ahead. More information will be posted here when available.
Forums are open to all interested government executives and industry shared services solution providers. Dates of upcoming Forums are posted here: Upcoming Events. For more information about participating, please contact us at: Info@SharedServicesNow.org
Programs and Support
Educational Programs
How we advance understanding and acceptance of shared services in government.
Technical Assistance
How we leverage our members’ expertise to help government leaders succeed.
Professional Development
How we create and sustain a robust government-industry practitioner community.
Advocacy Activities
How we advocate for our interests in faster, more business-like implementation.
Download NAPA’s Podcast
Where policy meets practice, public administrators who make government work, and work for all.
Shared Services – Now!
What are Shared Services? “Shared services” is a business model for delivery of common back office administrative services, e.g., human resources (HR), financial management (FM), purchasing, etc., and common mission-support services, e.g., geospatial services, in which customer organizations receive services from experienced third party providers with high capacity platforms who can serve multiple customers more costeffectively than individual customers can serve themselves. LEARN MORE>
How Shared Services enable workforce and IT modernization objectives. In addition to providing enormous direct benefits of improved service and lower cost, shared services are a force multiplier of indirect benefits towards many other government reform and modernization objectives. LEARN MORE>
Why is legislation necessary? Shared services implementation has been underway in the Federal Government for decades with support from Presidential Administrations of both parties. Progress has been excruciatingly slow and discontinuous across administrations. LEARN MORE>
About the Shared Services Leadership Coalition
Mission Statement:
The Shared Services Leadership Coalition advocates that the Federal Government accelerate implementation of modernized shared service business models to reduce costs and improve performance of common administrative and mission related functions on behalf of the public interest in competent, cost-effective 21st Century government.
Goal Statement:
The Shared Services Leadership Coalition’s goal is to promote and facilitate government action to accelerate progress in “good government” shared services initiatives with the potential to realize annual savings of over $50 Billion in government administrative costs and substantial improvements in services, employee morale and government mission performance.
Leadership
SSLC is a member-driven organization led by a Management Team and a Board of Directors comprised of industry leaders from member companies and “at-large” members representing the public interest.
Management Team
Board of Directors
Christopher Hegedus
Vice President and General Manager
Diplomacy, Commerce, and Government Operations (DCGO)
GDIT
Learn more >
Coalition Members
SSLC invites members to participate in the four categories below. For information about how to become a member, please click here.
Super Sponsor
Executive Sponsors
Sponsors
Non-Profit Members
Friends of the Coalition
SSLC has an extended support network of “Friends” who are recognized leaders in industry, public policy and administration and academia who support SSLC’s mission and participate occasionally in SSLC activities. The following is a partial list of the members of this impressive community.
Greg Au
Alan Balutis
Roger Baker
Paul Bartley
Dan Blair
Doug Bourgeois
Jonathan Breul
Mike Carleton
Dan Chenok
John Cherbini
Alan Chvotkin
John Condon
Mary Ellen Condon
Tim Cooke
Mukesh Dalal
Glenn Davidson
Tom Davis
Rich Dobbs
Judy Douglas
David Fisher
Mark Forman
Cindy Gallagher
Peter Gallagher
Steve Galvan
Ira Goldstein
Steve Goodrich
Kevin Greer
Bob Haycock
Pat Healy
Hudson Hollister
Jim Holt
Elaine Kamarck
John Kamensky
Steve Kelman
Jeff Kemmerer
Lou Kerestesy
Kathryn Kienast
Todd Lamonia
Anne Laurent
Vincent Ley
Jerry Lohfink
Todd Lyle
Dave Mayo
Dave McClure
Kimberly McCabe
Donna Morea
Kim Nelson
Marta Perez
Andre Pinto-Lobo
John Potts
Everett Ross
Tim Rund
John Salamone
Mike Sauer
Robert Shea
John Sindelar
Mike Smith
Carlos Solari
Stan Soloway
Richard Spires
Hal Steinberg
Bob Suda
Jim Taylor
Kathleen Turco
Leif Ulstrup
Bob Understein
David M. Walker
Joe Ward
Sherry Weir
Jim Williams
Dave Wennergren
Gene Zapfel
Contact
The Shared Services Leadership Coalition would like to hear from you. Please feel free to send us your comments and suggestions. We’ll respond as soon as possible. Thanks for your interest in the Shared Services Leadership Coalition.