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The Shared Services Centre
The necessary environment for the efficient management of the Shared Service Center is lacking The department's administration of the Shared Services Centre (SSC) has been effective for sharing resources between the departments and delivering selected back-office services to a small client base. However, the governance arrangements established to oversight the SSC have not positioned it well for the future and the departments have not yet determined if the arrangement is efficient and resulting in savings. ANAO found instances where the advisory board of SSC was not consulted or involved in decisions relating to the strategic direction, financial arrangements and expenditure priorities. Information reported to the board did not focus on areas of strategic importance and the quality and completeness of this information could be improved. The mechanisms established for setting out responsibilities and obligations and ensuring transparency for services delivered by the SSC was weak. Service standards and levels were not fixed and can change. The delineation of responsibilities between the SSC and its clients was not clear and there was no commitment by the SSC to certify the quality of its control framework.
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The necessary environment for the efficient management of the Shared Service Center is lacking The department's administration of the Shared Services Centre (SSC) has been effective for sharing resources between the departments and delivering selected back-office services to a small client base. However, the governance arrangements established to oversight the SSC have not positioned it well for the future and the departments have not yet determined if the arrangement is efficient and resulting in savings. ANAO found instances where the advisory board of SSC was not consulted or involved in decisions relating to the strategic direction, financial arrangements and expenditure priorities. Information reported to the board did not focus on areas of strategic importance and the quality and completeness of this information could be improved. The mechanisms established for setting out responsibilities and obligations and ensuring transparency for services delivered by the SSC was weak. Service standards and levels were not fixed and can change. The delineation of responsibilities between the SSC and its clients was not clear and there was no commitment by the SSC to certify the quality of its control framework.
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The Australian National Audit Office
, issued in 2016
Risk cases: 2
Managing the risk of legacy ICT to public service delivery
The cross-government report describes the case studies from four public services (state pension, Value Added Tax collection, prescription payment and consumer credit licensing services) selected ... to illustrate the range of approaches that small and large government bodies are taking to address the issues arising from legacy ICT (defined as "systems and applications that have been operationally embedded ... within a business function but superseded by newer and more effective technologies or changed business needs"). ... Possible approaches to the problem of 'legacy ICT' ... UK’s government experience in managing the risks connected to legacy ICT provides valuable insight for others facing the same problem and are considering transforming their services.
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The cross-government report describes the case studies from four public services (state pension, Value Added Tax collection, prescription payment and consumer credit licensing services) selected ... to illustrate the range of approaches that small and large government bodies are taking to address the issues arising from legacy ICT (defined as "systems and applications that have been operationally embedded ... within a business function but superseded by newer and more effective technologies or changed business needs"). ... Possible approaches to the problem of 'legacy ICT' ... UK’s government experience in managing the risks connected to legacy ICT provides valuable insight for others facing the same problem and are considering transforming their services.
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National Audit Office
, issued in 2013
Risk cases: 3
Centralisation of support services of state authorities
Most goals of centralisation of support services were achived Centralisation of support services of state authorities has generally been successful, the quality of accounting has improved, and accounting has become more effective. The objective of saving on costs was not achieved. It would be beneficial to analyse the implementation of a similar model in local governments, i.e. concentrating the accounting services to central units in order to improve the quality of accounting and make work more effective. It would allow saving working time on doing routine accounting procedures and use this time more for financial management, which helps to use public funds better and more expediently.
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Most goals of centralisation of support services were achived Centralisation of support services of state authorities has generally been successful, the quality of accounting has improved, and accounting has become more effective. The objective of saving on costs was not achieved. It would be beneficial to analyse the implementation of a similar model in local governments, i.e. concentrating the accounting services to central units in order to improve the quality of accounting and make work more effective. It would allow saving working time on doing routine accounting procedures and use this time more for financial management, which helps to use public funds better and more expediently.
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National Audit Office of Estonia
, issued in 2018
Risk cases: 2
Digitisation of municipal services
The purpose of digitisation is to increase the quality and efficiency of public services. It is a goal to make online services the norm for public administration's communication with citizens ... and the private sector. The municipal sector is a significant provider of public services, and digitisation of municipal services is therefore essential for achieving this goal.<br/>The audit surveyed the status ... , assessed the significance of and possible obstacles to digitisation of municipal services. The audit examined how the Ministry of Local Government and Modernisation's use of policy instruments contributes ... ... Municipalities have not digitised their services to any extent ... Digitisation increases the quality and efficiency of public services and municipal sector is a significant provider of public services. Report of Riksrevisjonen of Norway shows however ... , that municipalities need a substantial support to execute this demanding task. To provide them with help, the central government has to coordinate own efforts first.
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The purpose of digitisation is to increase the quality and efficiency of public services. It is a goal to make online services the norm for public administration's communication with citizens ... and the private sector. The municipal sector is a significant provider of public services, and digitisation of municipal services is therefore essential for achieving this goal.<br/>The audit surveyed the status ... , assessed the significance of and possible obstacles to digitisation of municipal services. The audit examined how the Ministry of Local Government and Modernisation's use of policy instruments contributes ... ... Municipalities have not digitised their services to any extent ... Digitisation increases the quality and efficiency of public services and municipal sector is a significant provider of public services. Report of Riksrevisjonen of Norway shows however ... , that municipalities need a substantial support to execute this demanding task. To provide them with help, the central government has to coordinate own efforts first.
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Office of the Auditor General of Norway
, issued in 2016
Risk cases: 2
Report to on the user-friendliness and user involvement in the development of e-government services in Denmark
e-government services: - NemID (EasyID – the Danish public sector common digital signature solution), The Danish Agency for Digitisation (the Ministry of Finance); - TastSelv Borger (E-tax self-service ... is to provide an assessment of the authorities’ efforts to ensure that e-government services are user-friendly. The report answers the following questions: - Have the authorities involved the users ... in the development of the e-government services? - Have the authorities conducted post-launch assessments of the user-friendliness of the e-government services, and do the contracts with the suppliers of the solutions ... ... User-friendliness of public services should be consistenty required and tested ... The Danish Rigsrevisionen is of the opinion that the user-friendliness of the services can be improved if the authorities meet all the requirements of the Danish Agency for Digitisation concerning ... are unable to use digital services. ... the matter. The audit covered user-friendliness related problems in case of five systems, before and after the launch. The systems take-up was also considered, as well as communicating with citizens who
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e-government services: - NemID (EasyID – the Danish public sector common digital signature solution), The Danish Agency for Digitisation (the Ministry of Finance); - TastSelv Borger (E-tax self-service ... is to provide an assessment of the authorities’ efforts to ensure that e-government services are user-friendly. The report answers the following questions: - Have the authorities involved the users ... in the development of the e-government services? - Have the authorities conducted post-launch assessments of the user-friendliness of the e-government services, and do the contracts with the suppliers of the solutions ... ... User-friendliness of public services should be consistenty required and tested ... The Danish Rigsrevisionen is of the opinion that the user-friendliness of the services can be improved if the authorities meet all the requirements of the Danish Agency for Digitisation concerning ... are unable to use digital services. ... the matter. The audit covered user-friendliness related problems in case of five systems, before and after the launch. The systems take-up was also considered, as well as communicating with citizens who
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National Audit Office of Denmark
, issued in 2013
Risk cases: 2
Quality of public services in information society in 2010
The National Audit Office found that irrespective of a few positive changes, the quality of provision of public services in information society has not improved significantly in comparison to 2007 ... . Information about the services is still difficult to find on websites and people who use public services must still submit unjustified documents, proof of facts or go to administrative agencies in person ... Report: The National Audit Office audited the quality of public services, analysing the compatibility of provision of these services with the principles of good administration. The principles of good ... ... The quality of public services has been improved but still isn’t good enough ... Irrespective of a few positive changes, the quality of provision of public services in information society has not improved significantly in comparison to 2007. Information about the services ... is still difficult to find on websites and people who use public services must still submit unjustified documents, proof of facts or go to administrative agencies in person.
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The National Audit Office found that irrespective of a few positive changes, the quality of provision of public services in information society has not improved significantly in comparison to 2007 ... . Information about the services is still difficult to find on websites and people who use public services must still submit unjustified documents, proof of facts or go to administrative agencies in person ... Report: The National Audit Office audited the quality of public services, analysing the compatibility of provision of these services with the principles of good administration. The principles of good ... ... The quality of public services has been improved but still isn’t good enough ... Irrespective of a few positive changes, the quality of provision of public services in information society has not improved significantly in comparison to 2007. Information about the services ... is still difficult to find on websites and people who use public services must still submit unjustified documents, proof of facts or go to administrative agencies in person.
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National Audit Office of Estonia
, issued in 2010
Risk cases: 2
The development and use of identification services in public administration
The audit examined the implementation and coordination of projects aimed at developing identification services in public administration, cooperation among authorities in this area and compliance ... with legislation in procuring services. The audit also examined development, control and monitoring structures regarding identification services. The audit focused on electronic identification services that are used ... in public administration's electronic transactions. ... ... Unhealthy competition linked with lack of coordinatnion and with procurement irregularities ... See what may go wrong with the IT public procurement. Check out what is the basis to avoid irregularities or omissions in complying with public procurement legislation. National Audit Office ... of Finland identified also risks resulting from lack of horizontal coordination.
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The audit examined the implementation and coordination of projects aimed at developing identification services in public administration, cooperation among authorities in this area and compliance ... with legislation in procuring services. The audit also examined development, control and monitoring structures regarding identification services. The audit focused on electronic identification services that are used ... in public administration's electronic transactions. ... ... Unhealthy competition linked with lack of coordinatnion and with procurement irregularities ... See what may go wrong with the IT public procurement. Check out what is the basis to avoid irregularities or omissions in complying with public procurement legislation. National Audit Office ... of Finland identified also risks resulting from lack of horizontal coordination.
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National Audit Office of Finland
, issued in 2008
Risk cases: 3
State aid for IT projects in social and health care
information system services (KanTa project) or the National Project for Social Services IT (Tikesos project). Financing has been provided by the Ministry of Social Affairs and H ealth, the Finnish Funding ... and Health. All in all approximately 250 million euros was tied to development projects carried out as national measures in 2000-2010, not including the self-funded portion of aid or loans granted ... In 2000-2009 about 180 million euros in national and European Union funds went to finance information technology projects in social and health care, not including the costs of developing national ... Difficult coordination of IT projects ... Finish Audit Office analyzed results of poor cooperation between authorities on national and local level in social and health care projects: difficult integration of information systems and poor ... coordination of the financing information technology projects, including double financing.
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information system services (KanTa project) or the National Project for Social Services IT (Tikesos project). Financing has been provided by the Ministry of Social Affairs and H ealth, the Finnish Funding ... and Health. All in all approximately 250 million euros was tied to development projects carried out as national measures in 2000-2010, not including the self-funded portion of aid or loans granted ... In 2000-2009 about 180 million euros in national and European Union funds went to finance information technology projects in social and health care, not including the costs of developing national ... Difficult coordination of IT projects ... Finish Audit Office analyzed results of poor cooperation between authorities on national and local level in social and health care projects: difficult integration of information systems and poor ... coordination of the financing information technology projects, including double financing.
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National Audit Office of Finland
, issued in 2011
Risk cases: 3
Usability of public digital services directed at businesses
G2B - in search of user friendliness Danish Rigsrevisionen finds that the digital services directed at businesses, examined during this audit, are not sufficiently user-friendly from start to finish, and the authorities need to focus more on ensuring that relevant solutions are interlinked in a userfriendly manner.
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G2B - in search of user friendliness Danish Rigsrevisionen finds that the digital services directed at businesses, examined during this audit, are not sufficiently user-friendly from start to finish, and the authorities need to focus more on ensuring that relevant solutions are interlinked in a userfriendly manner.
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National Audit Office of Denmark
, issued in 2015
Risk cases: 3
The National Government Service Centre – Has administration become more effective?
The purpose of this audit has been to investigate whether the Service Centre has made administrative operational support functions taken over from client agencies more effective, and to find ... explanations for the results so far achieved by the Service Centre. The audit has also aspired to illustrate how agencies that do not subscribe to the services regard their potential for doing so ... . These viewpoints have been analysed with a special focus on the conditions that applied to the Service Centre when it was formed and the measures taken by the Government and the Service Centre in the first years. ... ... Has Swedish public administration become more effective? ... The Service Centre – payroll and financial administration IT system for Swedish public agencies under the government – has achieved the target of a subscription rate of 25 per cent of the total ... number of state employees. However, subscription to the Service Centre was initially slower than the Government had predicted and meant lower revenues than expected in autumn 2013. The Service Centre ... of agencies' subscription to the Service Centre’s services was limited to start with. For example, the Service Centre’s operational targets for subscription did not refer to agency size, which is important
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The purpose of this audit has been to investigate whether the Service Centre has made administrative operational support functions taken over from client agencies more effective, and to find ... explanations for the results so far achieved by the Service Centre. The audit has also aspired to illustrate how agencies that do not subscribe to the services regard their potential for doing so ... . These viewpoints have been analysed with a special focus on the conditions that applied to the Service Centre when it was formed and the measures taken by the Government and the Service Centre in the first years. ... ... Has Swedish public administration become more effective? ... The Service Centre – payroll and financial administration IT system for Swedish public agencies under the government – has achieved the target of a subscription rate of 25 per cent of the total ... number of state employees. However, subscription to the Service Centre was initially slower than the Government had predicted and meant lower revenues than expected in autumn 2013. The Service Centre ... of agencies' subscription to the Service Centre’s services was limited to start with. For example, the Service Centre’s operational targets for subscription did not refer to agency size, which is important
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Swedish National Audit Office
, issued in 2016
Risk cases: 2