Cabinet Office Chief Information Officer
Last updated: 05 January 2010
“I’m pleased to introduce you to the Cabinet Office Shared Service Customer Migration Framework. The Cabinet Office migrated its transactional HR, Finance and Procurement processes to DWP Shared Services in April 2009.
The move to DWP by the Cabinet Office is one of the first examples of cross-government sharing, so we broke some new ground! DWP is using this experience to further develop its approach to customer migration to make it faster, cheaper and lower-risk. Alongside DWP’s efforts, we in the Cabinet Office have produced this framework as an aid to customer organisations. Its purpose is to help those contemplating, planning or implementing a move to shared services.
This isn’t a “methodology” – there isn’t only one way to do these projects – but it is an honest attempt to share our experience. It describes what we did as a “customer”, the approach we took and the lessons we learned. I hope in future that it will be added to and enhanced by others’ experiences.
I recommend you start by looking at the Framework Overview – this provides a complete picture of the approach we took to migration in the Cabinet Office, and summarises the main lessons we believe are of value to others.
If you then want to know more about a particular area of work, or a specific activity, use the Navigation Tool. This lets you click on a Workstream or Activity to see the detail of how we approached it, the things we learned and some pointers on resourcing. If you are beginning to plan a shared service project I believe you will get a lot of benefit from using this.
If you want to discuss any aspect of the Cabinet Office migration experience further, or understand more about what we have written, please contact the Cabinet Office Shared Services Team on Shared Services and they will either help you directly or put you in contact with someone from the Shared Services project team. If you’re embarking on a move to shared services I genuinely believe using this framework will help you plan and navigate your project, and perhaps avoid a few pitfalls. I hope you find it useful – please let me know.
Janet Wilkes
Director
Cabinet Office Shared Services Project
(PDF, 66 pages, 3.5MB)
The Customer Migration Framework has been created to document our experience and capture our insights. This is both to assist and encourage other government bodies contemplating a similar move.
Please click on the thumbnail below to see the interactive version of the navigation tool.
