@Valiant
"“Government expects its outsourcing service provider to maintain the complexity rather than to simplify and standardise the work processes ... [which, with] people are moved to the provider in their existing state and are independently managed next to countless similar processes of other companies. Consequently, the cost and service benefits of standardisation and simplification are lost."
This is a vary good point. Possibly a key reason why all those *supposed* shared service benefits *never* seem to materialize.
Because the management process is not *being* shared and simplified.
Maybe HMG should find out what their per form process costs are relative to someone like the insurance industry (complex forms, not well paid staff, high volumes) .
Another organization with the "What we do is *totally* unique way and *must* be managed with a totally dedicated approach" BS.
As for a govt department's "Value proposition"
I'll take a stab at "Process as many forms as quickly as possible with the lowest number of errors and complaints possible with the lowest rising cost for increase in volume. "
Have I missed anything?