Articles

Higher ed shared services teams can appear fully staffed while key process knowledge, approval authority, or service coverage still depends on one person. The strongest succession plans start earlier, with accurate recruitment, practical development assignments, and regular reviews of who can step into critical responsibilities.

We've put together a new article featuring Ria Ames, AVP, Shared Services at the University of Alberta. It covers:

• How to identify succession risk during recruitment and probation
• How to use acting assignments to test readiness and employee interest
• How to review coverage gaps as roles, systems, and staffing change

Higher ed shared services teams often face resistance when a new travel rule, procurement workflow, software rollout, or approval path changes daily work. The strongest guidance comes from leaders who have managed those changes on campus and can explain what worked.

We've put together a new article featuring Dan Melchior of San Diego State University and Dr. Casilda Clarich of The University of Texas System. It covers:

• How to prepare campus stakeholders before rollout
• How to keep leadership support visible after launch
• How to measure cycle time, rework, repeated questions, and time returned to student-facing staff

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A Guide to Choosing Use Cases and Setting Controls Before Scaling

Higher education teams are being asked to improve service delivery, reduce manual work, and make better use of operational data. This quick infographic helps shared services leaders compare common analytics use cases by decision risk and operational readiness.

This infographic explores:

• Where analytics can support student services, finance, HR, procurement, and IT workflows
• How to identify lower-risk starting points
• Which controls should be in place before expanding higher-risk workflows
• Why human review and accountability matter when decisions affect students, employees, budgets, or access to services

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How Higher Education Leaders Can Build AI Analytics Into Decision-Making

AI analytics is becoming more useful in higher education, but scale still depends on more than new tools. As institutions look to improve advising, planning, finance, and service delivery, the real pressure is falling on data foundations, governance, and the ability to connect insight to action across the institution.

This article explores:

• How AI analytics is moving closer to operational decision-making across higher education
• Why data architecture and governance are becoming the main barriers to scale
• What mission-linked ROI looks like for leaders focused on institutional value
• Where human oversight remains essential as AI analytics moves into live workflows

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In 2026, higher ed shared services teams are moving beyond “did we hit the SLA?” to a tighter, more balanced view of performance - one that protects speed, quality, and stakeholder trust at the same time.

We’ve put together an in-depth article that breaks down:

• The core KPI set leaders are standardizing around in 2026: SLA performance, CSAT, cycle time, volume/cost per transaction, and error rate
• How to measure service performance across channels (self-service vs. agent-assisted) without masking delays or exceptions
• The most common KPI pitfalls to avoid, so your metrics drive better decisions, not false confidence

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How Leading Universities Are Turning Shared Services into a Strategic Advantage

The conversation around Shared Services is evolving. No longer just about cutting costs, the most forward-thinking institutions are using it to streamline operations, enhance service delivery, and build trust with faculty and staff. But making it work takes more than efficiency metrics - it requires strong leadership, stakeholder buy-in, and a model that actually serves the people who use it.

We’ve put together an in-depth article that breaks down:

• How universities can move from resistance to adoption through smarter stakeholder engagement
• The leadership missteps that can derail Shared Services - and how to fix them
• What real success looks like beyond budget savings
• Lessons and case studies from top institutions

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Universities are under increasing pressure to do more with less - rising costs, declining enrollment, and operational inefficiencies make it clear that the traditional decentralized model is no longer sustainable. Shared Services Centers (SSCs) offer a solution but expanding them beyond HR and IT requires strategic planning, stakeholder buy-in, and the right technology.

In this article, we explore:

• Why SSC expansion is no longer optional - and what’s driving institutions to act now
• The key benefits of scaling Shared Services beyond administrative functions
• The biggest challenges institutions face - from faculty resistance to governance complexity
• Proven strategies and case studies from universities successfully expanding SSCs

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Higher education is built on knowledge-sharing, but too often, departments operate in isolation - leading to inefficiencies, duplicate efforts, and slow decision-making. As universities face growing financial pressures and evolving student needs, breaking down silos is no longer optional - it’s essential.

In this article, we explore:

• Leadership strategies that drive collaboration and break down internal barriers
• Technology solutions that streamline communication and operations
• Key success metrics to measure and sustain cross-departmental cooperation
• Real-world case studies of institutions leading the way

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Universities face unprecedented budget pressures as state funding shrinks, federal research grants become uncertain, and public scrutiny intensifies. Traditional cost-cutting methods, like hiring freezes or enrollment reductions, risk long-term damage. A more sustainable path forward involves strategically consolidating administrative functions through Shared Services.

In this article, we explore:

✔ Why adopting Shared Services is now critical - and how recent funding challenges have pushed universities to act immediately.

✔ Proven case studies showcasing real-world savings and improved efficiency from institutions like Texas Tech, Oregon State, and the University System of Georgia.

✔ The policy and governance landscape universities must navigate, from state incentives and oversight challenges to federal funding volatility.

✔ How leading institutions overcome resistance and barriers to achieve stakeholder buy-in and successfully implement Shared Services.

Are you ready to transform your institution's approach to change management? How can proactive strategies in shared services elevate your higher education institution?

Key Topics Inside Include:

• The importance of proactive change management in higher education
• A detailed five-step process for successful change management
• Aligning institutional goals, processes, core values, and technologies
• Case studies and best practices from leading institutions

In the dynamic landscape of higher education, effective change management is vital for institutions aiming to align with evolving goals, processes, core values, and technologies. Discover the essential five-step process that outlines the key stages involved in successful change management.

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