SHARED SERVICES
Many Federal Agencies now employ a Shared Services Center (SSC) where “back-office” duties are centralized – either as a division of the agency or outsourced to a third party, at one of the Federal Centers of Excellence. With Oversight Systems’ continuous transaction monitoring, Shared Services managers have a window directly into the performance of the SSC as it relates to SLA metrics and quality expectations. Shared Services personnel use the continuous monitoring features to address errors, misuse, and fraud, while the CFO and corporate controller receive alerts, reports, and dashboards concerning potential performance and contract risks.
This level of real-time visibility also supports ongoing agency requirements for internal testing and assessment of potential control design or implementation weaknesses. Errors and duplications that arise from flawed, poorly documented or cumbersome business processes can indicate highest-return candidate processes for improvement, and provide a roadmap to raise the efficiency of resulting process improvement initiatives. In addition, the continuous monitoring system provides a mechanism for testing the effectiveness of process changes, and preserves a record of before-and-after performance results and error rates.
