Department of Health and Human Services (DHHS)

The Program Support Center (PSC) is the Shared Services arm of the Department of Health and Human Services (DHHS) within the U.S. Federal Government.

Phase One of our project with the PSC involved education sessions with three service lines (AOS, FLS and FOH) and multiple workshops and conversations about metrics within the PSC and industry standards. As a result of these sessions, Chazey Partners recommended a new Metrics Framework, focused Key Performance Indicators in four major areas: Input, Operating, Individual and Output. These metrics were derived through a combination of input from the service lines, an external best practices organization and our own experience in Shared Services. Additionally, these metrics are aligned to best practices and harmonized for consistency across the service lines. Several action items and recommendations were generated, including the following:

• Expanding the scope to include the SAS and FMS portfolios, including workshops
• Harmonizing the SAS and FMS recommendations within the framework designed
• Implementation of the new metrics framework, including assistance with technology and strategic advice