Annual Review 2006 - PwC

Case
Study
NSW
Health:
Implementing
a new model
As the largest public sector provider of health services in Australia,
NSW Health is responsible for coordinating the operations of the
state’s eight area health services. In August 2003, the department
established a strategic program to reform corporate, business and
healthcare support services across NSW. This program is known as
the Shared Corporate Services (SCS) Program.
The SCS Program is now formally establishing HealthSupport – the
NSW Health shared services provider – and the detailed design and
implementation of the recommended shared corporate and
business services model. As business management advisor to the
SCS Program, PwC is responsible for providing a broad range of
strategic, tactical and operational assistance in the establishment
and provision of ‘infused’ management capability for
HealthSupport.
Drawing on PwC’s national and global networks of shared services
experts, the fi rm played a signifi cant role in benchmarking current
processes and developing the future state operating model.
This was provided through strategic direction and advice in a
number of areas, including people management, business
planning and process re-engineering, service management and
benefi ts realisation.
Queensland Department
of Mines and Energy:
Full retail competition
implementation
PwC has a long track record of advising all arms of the Queensland
Government, including agencies in the energy sector. The Energy
Competition Committee (ECC), an independent body appointed
by Government to implement full retail competition in Queensland,
is supported by PwC in developing the regulatory and policy
framework for both electricity and gas by 1 July 2007.
PwC provides program management, stakeholder liaison and
wide-ranging specialised advice regarding all aspects of
the full retail competition roll-out. Work during the past year
involved research of full retail competition in other jurisdictions,
development of issues papers, stakeholder consultation and
interaction with the ECC, ministers and advisors. These resulted
in the promulgation of fi nal positions on issues to facilitate the
state’s implementation by July 2007.
To date, PwC has assisted in the design and construction of the
shared operating model for all service lines including fi nance,
human resources, procurement, asset management, food and
linen. The services began implementation in early 2007.
“HealthSupport has benefited
from the application of
PwC’s global shared services
framework, which has been
used to guide the approach
and ensure the full benefits
available from implementing
shared services are realised.”
Craig Turner, Director of Business Operations
HealthSupport NSW Health
“The ECC is an excellent
governance arrangement for
the implementation and it was
essential that the program
management and technical
support was also of a high
standard. PwC was able to
meet this standard and satisfy
all stakeholders.”
Jon Norris, Full Retail Competition Project Manager
Queensland Department of Mines and Energy
Annual Review 2006 39