Insight By EY

The new urgency for shared services

The Trump administration is making a major push for agencies to consolidate back-office systems and make them more efficient through these shared resources.

Starting back in May when President Donald Trump signed the cybersecurity executive order, the administration emphasized the “strong preference” in procurement for shared IT services, including email, cloud and cybersecurity services.

The draft IT modernization strategy released in August and currently being finalized has a whole section on shared services to enable to future network architecture.

In the draft document, the administration stated “Not only would the widespread use and deployment of shared services in information security provide cost savings, they would also provide a more consistent level of security across the federal enterprise.”

And then there are the agency reform plans.

The administration also highlighted the need for agencies to consolidate and reduce duplication as part of their strategies to restructure both mission area and administrative efforts.

All of this focus over the last six or so months means shared services are gaining the critical mass that the concept hasn’t had over the last 15 years.

Previous attempts to consolidate back office systems have struggled. The policies and laws haven’t come together to create an easier environment for shared services. And agencies were slow to understand that changing their business processes was key to this effort.

So what’s different today? There’s definitely a new sense of urgency across government for the policy and strategy reasons mentioned above, and the ever challenging budget environment agencies face is always adds the criticality to the discussion.

This urgency also comes as a new set of innovations are impacting the marketplace. Robotics, process automation, software-as-a-service and many others are expected to have a major effect on how providers deliver services in the near future.

So how are agencies and the private sector going to work together to meet the expected demand? What are some of those innovations that the private sector can bring to the government?



Jason MillerJason Miller

Jason Miller is a reporter whose work focuses mainly on technology and procurement issues, including cybersecurity, e-government and acquisition policies and programs.


Mark Glorioso, Executive Director, Shared Services Center, NASA

Mark V. Glorioso serves as the executive director of the NASA Shared Services Center (NSSC) in Hancock County, Miss., where he leads a team of more than 550 civil service and service provider employees. Mr. Glorioso joined the NSSC March 17, 2014.

As executive director of a multi-function shared services center, which includes financial management, information technology, human resources, procurement services and business support services, Mr. Glorioso provides agency services to NASA employees, contractors, grantees and vendors.

In this capacity, he manages the NSSC’s operating budget of $67 million and approximately $433 million in additional agency-provided funding for training and initiatives of benefit across the agency.


Matt Miller, Assistant Commissioner, Fiscal Accounting, Bureau of the Fiscal Service, Department of Treasury

Matt Miller was appointed as an Assistant Commissioner within the U.S. Department of the Treasury’s Bureau of the Fiscal Service (Fiscal Service) on October 1, 2012. He currently serves as the Assistant Commissioner for Fiscal Accounting. In his current role, Matt provides oversight for all three accounting business lines within Fiscal Service – agency accounting, debt accounting, and government-wide accounting. As such he is responsible for the financial management shared services provided to customer agencies by the Administrative Resource Center.


Mark Reger, Deputy Controller, Office of Management and Budget

Effective October 5, 2014, Mark Reger was designated the Deputy Controller of the United States.  Mr. Reger was detailed to OMB from the US Treasury Department to serve as the Interim Controller on March 17, 2014, and then assumed the Deputy Controller duties in October.  Since March, Mark has been responsible for coordinating OMB’s efforts to initiate government-wide improvements in all areas of financial management, including financial reporting, internal controls, grants management, financial systems, improper payments, and real property management.  He also serves as the OMB representative on the FASAB.


Cindy Gallagher, Senior Vice President, Global Business Services, Discovery Communications

Cindy Gallagher is SVP, Global Business Services for Discovery Communications. She is a CPA by trade, who is sought after to build, scale and transform accounting and finance organizations. In her current role with Discovery Communications she is responsible for global finance operations and the company’s strategic sourcing initiatives.

She has served as an advisor and partner to various senior executives, helping to identify new business opportunities, streamline and scale global processes, control costs and maintain financial statement integrity.

Leveraging her Six Sigma and finance and accounting training, Cindy is always looking at new ways of analyzing data, creating economies of scale and developing the skillsets of her team.


Roberta Mourao, Principal, Government and Public Sector Practice, Civilian Agency Market Segment Lead, EY

Roberta Mourao is a Principal in EY’s Government and Public Sector practice and is the Civilian Agency Market Segment lead. Roberta brings 25 years of experience in federal government consulting and commercial industry experience. Roberta has a passion for performance improvement and works with government agencies to help them efficiently and effectively achieve the delivery of their missions to citizens. Her experience spans business process improvement, enterprise transformation, strategy and supply chain operations. Roberta started her career at General Electric where she become part of Jack Welch’s legendary “workout initiative” and is a certified Lean Six Sigma black belt. Roberta holds an MBA from Darden (UVA) and a MS and BS in Electrical Engineering from Rensselaer Polytechnic Institute.

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