Joyce Short Email & Phone Number

Mandeville, Louisiana

Government Shared Services, LLC is committed to making government more efficient using shared services, a proven business model for delivering more efficient and less costly support services. Company principals have extensive experience starting up, operating and maturing shared services organizations in the public sector. I leveraged extensive knowledge and experience in all aspects of management and oversight of shared services organizations to provide advisory services and infrastructure assessments for industry and government. I focus on implementing and maturing components of the shared services infrastructure such as systems architecture, customer service, continuous improvement, financial management, performance metrics, business intelligence, enterprise content management, risk management, portfolio management, growth, performance metrics and strategic use of technology.

Bay St. Louis, Ms

I fulfilled the responsibilities of two SES positions concurrently as Deputy Director and Director of Service Delivery for the NASA Shared Services Center (NSSC) a multi-function Shared Services Organization providing HR, IT, enterprise license management, travel, payroll, Accounts Payable (AP), Accounts Receivables (AR), debt collection, Level 1 and Level 2 HR systems help desk, acquisition, relocation services, contracting, grants management and Customer Contact Center services to NASA employees, grantees and vendors. My executive responsibilities included oversight, integration and providing strategic direction for 55 financial, IT, contracting, and HR activities in the NASA Shared Services Center’s portfolio. I managed a public/private partnership of 500 employees including a 30-person contact center, with an annual operating budget in excess of $61M. The scope of my integration responsibilities for shared services’ cross cutting infrastructure covered the build out and maintenance of a business intelligence system, electronic document management system, customer contact center, customer portal, customer satisfaction survey program, quality control program, service recovery program and shared services’ performance metrics. From August 2005 to June 2006, I was in charge of all aspects of the start up of the NASA Shared Services Center to include hiring, training, building customer and client relations, and putting in place critical business systems, processes, governance structures, financial models and infrastructure. As a member of the NASA Chief Financial Officers (CFO) council, I was part of the decision-making process for defining requirements, evaluating solutions and prioritizing system changes for SAP, travel and other critical financial systems.

Provided strategic direction and operational oversight to a shared service center with multiple lines of business: human resources, procurement (acquisition, agency contract management, grants), finance (accounts payable, accounts receivable, travel and payroll), human resources and information technology (enterprise license management, tier 1 help desk, systems support). My executive responsibilities included oversight, integration and providing strategic direction for 55 financial, IT, contracting, and HR activities in the NASA Shared Services Center’s portfolio. I managed a public/private partnership of 500 employees including a 30-person contact center, with an annual operating budget in excess of $61M.

In charge of a 250+ person shared services center providing the full range of HR reimbursable services to 7 Defense Agencies serving 24,000+ employees. Services included employee benefits, staffing, personnel actions processing, maintaining employee personnel files, customer contact center, and HR self help applications. Accountable for implementing core tenets of the shared services model to include creation of a customer contact center, building the business intelligence infrastructure, negotiation of service level agreements, quality control and performance monitoring and reporting.I was the senior manager in charge of the start-up and management of the Defense Finance and Accounting Services (DFAS) HR Shared Services Center. My team transitioned work that was performed at 5 geographically disbursed HR offices servicing 14,000 employees to the shared services center. I led transition activities that included reengineering business processes, development and deployment of critical business systems to interface with customers at remote locations, educating stakeholders on the shared services business model, change management and the acquisition of external customers. After startup, I served as the Director of the HR Shared Services Center and provided the full range of HR staffing, pay setting, personnel actions processing and benefits services to a customer base that grew from 14,000 employees in one DoD agency to more than 26,000 employees in 5 DoD agencies. I managed 200+ employees and an annual operating budget of $10 to $12M. My program responsibilities included strategy,, staffing, personnel actions processing, benefits (including retirements, life insurance and health insurance), pay setting, ratings and awards processing, employee relocation, and a full service HR contact center. I served as the DFAS HR liaison for personnel and payroll systems.

HR information systems manager providing HR automated solutions and creating and sustaining HR IT infrastructure for more than 24,000 employees in 7 defense agencies. Developed and implemented HR IT strategic plan with strategic goals and tactical objectives for leveraging technology to deliver HR services. i was responsible for the development, deployment and maintenance of all HR systems and applications. As HRIS, I collaborated with executives and customers to define requirements and developed and deployed a number of self-service HR applications, created the agency’s first HR public web site and HR intranet, implemented an automated staffing system, deployed a customer service portal, stood up the HR contact center, created an on-line application system and built out the HR business intelligence data mart. I managed a staff of 21 IT professionals leveraging technology to deliver Human Resource services. I was the technical and customer representative for DFAS for HR Information systems and HR applications hosted by a large DoD data center. From April 1998 until August 2005 while holding this position I was concurrently the DFAS Director, HR Shared Services Center (GS-15),