Process Management in Local Government Shared Services Centres – From an Inventory of Shared Service Processes to Sla Designing

Abstract

<jats:p>The efficiency and quality of performed tasks constitute one of the indicators of functioning of an organization in both the public and private sector. The article presents the experience of the Shared Services Centre (SSC) in Toruń in the managing processes conducted as a part of provided shared service. The management of the processes which are presented by the authors of the article includes inventories of taken-over processes, their standardisation, optimisation and the principles of constructing service level agreements (SLAs) concluded by the SSC with the served units.</jats:p>

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“…The first stage usually includes activities regarding standardization of the implemented processes. Its effects have a direct impact on the increase in the level of efficiency of the operations of the serviced units and the safety of the processes carried out [53] (Figure 5).…”

“…According to the report, the final effect of the process is the creation of the so-called 2nd generation SSCs. The key criteria enabling the creation of the 2nd generation SSC include the use of IT systems and technologies enabling the automation and standardization of processes and the integration of systems based on electronic document flow [53].…”