Learning from Others: What We Picked Up in Winchester!

A small group of UKSBS leaders recently visited Hampshire County Council’s offices in Winchester to learn more about how they’ve built and run a large, complex shared services model with multiple partners from across local government, schools and blue-light services, similar to the multi-client setting that we have here at UKSBS.

UKSBS HCC

We are about to change to a service-oriented operating model at UKSBS as part of our transformation to become the trusted partner to our customers across the public sector, so it was a great opportunity to look at how others have managed a similar transformation journey.

It’s an exciting time for UKSBS, and we’re keen to learn from organisations who are ahead of us on this journey.

We’re moving to this new way of working to ensure we can deliver the best possible service to both new and existing customers, while creating ways of working that support the growth and development of UKSBS colleagues. The new model will also help us get the best from the introduction of our new Workday solution, Neo, which will be rolled out to new customers — including the Cabinet Office and the Department for Culture, Media and Sport — later this year.

Victoria Mcmyn B09

“One of the strongest messages we heard all day was that this has always been an operating model journey, not a technology journey — and that’s the same here at UKSBS. We’re not just changing the technology we use; we’re shifting from a traditional setup to a modern, service-oriented model that will make the most of AI and automation.


The new model will give clarity on how processes flow and allow us to flex resources to meet demand. Above all, it will improve how people experience our service and provide colleagues with more opportunities to develop their skills.”

Victoria McMyn, Chief Corporate Delivery Officer
UKSBS

The visit provided valuable time to learn from Hampshire County Council and reflect on our own journey. Many of the principles behind their success already align strongly with where UKSBS is heading — including a focus on customer self-service and building a model that enables us to scale as we take on more clients in the years ahead.‑service and building a model that enables us to scale as we take on more clients in the years ahead.

Perhaps the biggest takeaway was reassurance: we are on the right track on our change journey and looking outward allowed us to validate our thinking. Spending time with organisations that have already navigated similar challenges helps us sense check our direction, sharpen our thinking, and bring fresh ideas back into UKSBS.

Back to top