Deloitte survey highlights evolution in GBS models
NEW YORK, UNITED STATES — Deloitte’s latest survey on shared services and outsourcing service delivery models provides insights into the evolving landscape and value generation.
With around 500 responses spanning six industries and 12 sectors, the survey underscores the growing agility, digitalization, and cost-effectiveness of both SSCs (shared services centers) and GBS (Global Business Services) models.
GBS organizations are driving transformational capabilities to reduce costs and increase efficiencies, focusing on accelerating digital capabilities like automation, analytics, and reporting to enhance customer-centricity.
Additionally, GBS organizations prioritize social responsibility, diversity, and environmental, social, and governance (ESG) processes.
The survey spotlighted six pivotal themes for GBS organizations: cost reduction, key enablers, ESG integration, C-suite alignment, customer and user experience, and agile talent frameworks.
Automation remains a highly sought-after digital enabler, and there has been a significant rise in the adoption of centralized analytics reporting and performance dashboards.
GBS organizations are also exploring new ways to build agile and resilient talent models by implementing work-from-home options, accelerating digital agendas, and offering flexible work hours to retain talent in challenging environments.
Sonal Bhagia, Managing Director of Global Business Services at Deloitte Consulting LLP, commented, “GBS functions are continuing to push the envelope in transitioning beyond back-office to be strategic partners.
“While the traditional GBS functions—finance, human relations (HR) and information technology (IT)—are still the most predominant across all industries, we’ve also seen a rise in expansion within these functions and including more mid and front-office functions,” Bhagia concluded.
