Dr June Lennie
Evaluation of the Queensland Multi-Tenant Service Centre Pilots Project [6]
This report presents learnings, case studies, guidelines and resources for non-government organisations that are planning to implement shared or collaborative arrangements with other agencies. It summarises results from an evaluation of the implementation phase of the Multi-Tenant Service Centre (MTSC) Pilots Project, which was completed in June 2008. This evaluation shows that developing and implementing shared and collaborative arrangements is a complex process that presents many risks, challenges and barriers to success, but can have many potential benefits for non government organisations. As this report makes clear, there is no ‘one size fits all’ approach to this process.
The MTSC Pilots Project was conducted by the Department of Communities (DoC), Queensland Government, as part of its Strengthening Non-Government Organisations strategy. The objective of the MTSC Pilots initiative was to co-locate separate service providers in an appropriately located centre, operating with effective and transparent management, which enabled service providers to improve client services. Three MTSC consortiums in Mackay, Caboolture and Toowoomba were selected as the pilots over a four year period from 2006 – 2010.
Developing and implementing multi-tenant service centres, integrated service delivery and other forms of collaborative arrangements presents many complex challenges and issues for community-based not for profit organisations. Drawing on recent Australian, American and Canadian literature, this report clearly identifies the key challenges and issues involved and presents a range of strategies for maintaining the sustainability, viability and success of shared service centres.
ACT Council of Social Service (ACTCOSS)
Community Sector Viability Project - Finding Solutions
The ACTCOSS community sector viability project sought to explore options for securing the long term viability of the community sector service. Three discussion papers were produced looking at a variety of solutions for the short and long term that can be implemented individually by organisations, collectively by the community sector or collaboratively with other organisations and the government.
Paper 1: Shared Services - explores combining certain functions from a number of organisations in order to build economies of scale that could reduce the cost or improve the quality of some functions of community organisations.
Paper 2: Funding - discusses pricing policies, full cost recovery, contracts and funding agreements, partnerships and philanthropy.
Paper 3: Workforce Development - discusses issues of staff recruitment, retention, training, management, wages and conditions. The paper canvases agency level as well as sector wide options for addressing these issues.
Issues papers are available at:
www.actcoss.org.au/publications/Publications_2008/1008PAP.pdf [8]
NSW Council of Social Service (NCOSS)
Sharing Financial Administration – A Feasibility Study of Potential Models for small Non-Government Organisations, 2007
This study found that the long term viability of smaller non government organisations is guided by the extent to which they adopt efficient practices and take advantage of economies of scale, cooperative practices and optimal use of resources. The paper describes four case studies of small NGO’s which have co-located or share their financial administration through partnerships or outsourcing.
This study is available from:
www.ncoss.org.au/content/view/951/155/ [9]
NSW Council of Social Service (NCOSS)
Shared Services in the NGO Sector, Background Paper, NCOSS Shared Services Seminar, 2008
This paper examines shared services in the community services sector which often includes sharing back office functions such as finances, information, communications technology and human resource management but may also include other options such as joint service delivery or shared positions, resources, equipment or infrastructure. The paper describes ten models of shared services listing key features of each model and their associated benefits and risks.
This paper is available from:
www.ncoss.org.au/content/view/1498/111 [10]
The Australian Centre for Philanthropy and Nonprofit Studies, Queensland University of Technology
Walsh, P & McGregor-Lowndes, M &Newton, C. (2006. Shared Services: Lessons from the Public and Private Sectors for the Nonprofit Sector, Centre of Philanthropy and Nonprofit Studies, Queensland University of Technology.
This paper provides an overview of literature relating to shared service providers specifically nonprofit shared service arrangements. It contains reviews of five models or broad approaches to shared services in the nonprofit sector.
This papaer is available at:
eprints.qut.edu.au [11]
Third Sector Review
Earles, Wendy, Doyle, J, Lee Ross, A, Malthouse, D, and Selke, H (2005) Stories from a third sector co-governance/multiple co- location trial : the Regional outreach support program. Third Sector Review, 11 (2). pp. 117-136. ISSN 1323-9163
This paper outlines the Regional Outreach Support Program in north Queensland which involved the trial of a co-governance/multiple co-location model for a long term support service for families experiencing domestic violence and child safety issues.
This paper is availble for download at:
eprints.jcu.edu.au/544/ [12]
Australian Research Alliance for Children and Young People
Effective Collaboration by Brain Head (2006)
This paper highlights the developments in recent years of governments and communities attempting to tackle complex linked problems in new ways which have usually involved greater levels of collaboration and community engagement. More traditional approaches to service delivery have increasingly been supplemented by detailed stakeholder consultation and new ways of partnering across sectors.
Available at:
www.aracy.org.au/publicationDocuments/TOP_Effective_Collaboration_2006.pdf [13]