Summary Shared Services practitioners are feeling the pressure to recalibrate service delivery models, in light of the vulnerability and risk some offshore locations have exposed them to in the past five months. Certainly, the Shared Services model will become more important, SSON data confirms. However, the better, faster, cheaper…far away mantra may have run its course. Now is the time to talk about resiliency, agility and flexibility – and refocus attention from service provision to business enabling as part of a close-knit, if virtual, partnership team. Despite the loosening of in-office mandates, enterprises will nevertheless be looking to set up reliable and resilient Shared Services Centers in locations that offer talent, infrastructure, and optimal location.
What impact do you believe COVID-19 will have on global business services delivery models?
19% No change
52% will become increasingly digitized
52% GBS / SSO models will become increasingly digitized
24% GBS / SSO as a business services model will become more important
5% GBS / SSO models will retrench and certain work will move back to the business / be centralized
23
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