SSON-OKC Future of Work White Paper

SSON-OKC Future of Work White Paper

Future of Work How to rethink the Service Delivery Model as a result of COVID-19

Controlling risk, restructuring the workforce, and rethinking location strategy for more resilient business services

Including: Why Oklahoma City has become a hub for over 50 shared service operations Featuring Bryan Jester from CACI; Thayla Bohn and Bev Wood from American Fidelity; and Carl Martincich from Love’s Travel Stops – on how they are leveraging Oklahoma City’s advantages to support their enterprise growth agendas

Introduction O perating at the front line, Shared Services have had a close-up view of the impact of COVID-19 on business operations and, indeed, have emerged as a reassuring constant in the face of general business chaos over the past five months. The pandemic has reinforced the value of the SSO model, proving it to be a sustainable element in continued business operations. As everything from production to supply chain, payments to receivables, experienced severe disruption, Shared Services have not just supported ongoing business operations, but also provided the resiliency needed to face the global crisis. Indeed, many senior leaders on SSON’s Global Advisory Board confirmed that productivity, where it did slip, did so only marginally; and that business-as- usual was quickly re-established in the newly remote environment. Nevertheless, there have been lessons learned as enterprises found themselves having to adjust quickly, and promising opportunities presented themselves. This report leverages >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24

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