Department of Health and Human Services (DHHS) - Chazey Partners

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 


The Program Support Center (PSC), a function of the U.S. Department of Health and Human Services (DHHS), initially engaged with Chazey Partners to provide strategic whitepapers and consulting on various shared services topics. This work evolved to the team providing educational sessions on our five service lines on metrics and industry standards. Their work included recommending a new Metrics Framework, focused on Key Performance Indicators. Chazey’s support and guidance allowed us to transform our interactions with our internal “customers” into a more productive engagement on an ongoing basis. This positioned us well for growing our services to new customers in the Federal government.

Former Chief of Staff, PSC, U.S. Department of Health and Human Services

Ann-Marie Massenberg

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