Implementing a Centralised Shared Service Model at QUU to Benefit from Economies of Scale

Implementing a Centralised Shared Service Model at QUU to Benefit from Economies of Scale
Queensland Urban Utilities provides services to 1.4 million through its $5 billion infrastructure network. They are currently in the 2nd year of a 3 year large-scale transformation journey, where they moved from a decentralised to centralised operating model and have cut down their shared services team by 50%.

In this presentation from Shared Services and Outsourcing Week Australasia 2016, John Gearing, General Manager Finance Shared Services, Queensland Urban Utilities, explores:
  • Centralising all core transactional functions into a shared services team - AP, AR, GR, Payroll, Reporting, Fleet etc
  • Halving the SS team from 120 to 65 by implementing automation and other systems and processes to better manage work and the team
  • Drastically transforming billing processes from issuing bills 2-4 months after a meter reading to a new model where bills are issued 1-2 days after meter reading
  • Future goals: driving cost reductions and efficiencies through the 3 year transformation agenda and then focusing on lean concepts and continuous improvement



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