Princeton University has developed a structured and transparent costing model to support its shared services program, ensuring financial sustainability and equitable resource allocation across departments. This session will explore how the university designed, refined, and implemented its approach, balancing institutional priorities with operational efficiency. Attendees will gain insight into Princeton’s decision-making process, key challenges faced, and lessons learned in creating a model that accurately reflects service consumption and value. 

Key Takeaways: 

• Understand how to define cost drivers and allocate expenses in a way that aligns with institutional goals and stakeholder expectations. 
• Explore strategies for securing leadership buy-in and ensuring cross-departmental collaboration during the model development process. 
• Learn best practices for maintaining flexibility in your costing model to adapt to evolving service demands and financial realities.

Brandon Gaines

Director, Financial Support Services and Service Excellence
Princeton University

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Establishing transparent metrics is essential for accurately measuring the success of improvement initiatives in shared services. This session will focus on the development of clear, actionable metrics that provide insight into performance, progress, and areas for further enhancement. Participants will explore best practices for creating metrics that not only track outcomes but also engage stakeholders in the improvement process, fostering a culture of accountability and continuous learning within their institutions. 

Key Takeaways: 

• Identify the key characteristics of effective metrics and how to align them with institutional goals and objectives. 
• Determine strategies for engaging stakeholders in the development of metrics to ensure buy-in and relevance to their specific needs. 
• Explore methods for regularly reviewing and adjusting metrics to maintain their effectiveness and support ongoing improvement efforts. 

Navigating limited budgets is a reality for shared services teams aiming to deliver value while managing costs. This panel brings together leaders from diverse institutions to share practical strategies for maximizing resources, prioritizing initiatives, and achieving measurable results despite financial constraints. Attendees will gain actionable insights into creative cost-saving measures, leveraging technology for efficiency, and fostering collaboration to stretch resources further. 

Key Takeaways: 

• Identify cost-saving strategies that enhance efficiency without compromising service quality. 
• Leverage technology and collaboration to optimize resources and reduce operational expenses. 
• Prioritize high-impact initiatives to ensure alignment with institutional goals and measurable outcomes. 

Chase Loper

Director Shared Services
Duquesne University

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As generative AI and tools like ChatGPT become increasingly integrated into educational environments, understanding their real impact is crucial for institutions. This session will explore the transformative potential of these technologies in enhancing operational efficiency, improving student engagement, and streamlining administrative processes. Attendees will gain insights into practical applications, potential challenges, and strategies for successfully implementing generative AI solutions within their shared services framework. 

Key Takeaways: 

• Identify specific use cases for generative AI and ChatGPT in Higher Education including administrative support, student services, and data analysis. 
• Learn about the ethical considerations and challenges associated with implementing AI technologies in an academic setting. 
• Explore best practices for integrating AI tools into existing workflows to maximize their benefits while ensuring user acceptance and training. 

Achieving more with existing talent requires a strategic approach to skills alignment. This session explores how to reframe talent deployment through the lens of the "Lift-and-Shift" model, where employees adapt on the fly. Attendees will learn how to identify hidden skills within their teams, align them with organizational priorities, and meet stakeholder demands with precision. Gain the tools to maximize human potential and transform your workforce into a dynamic engine for growth. 

Key Takeaways: 

• Discover methods to assess, categorize, and leverage employee skill sets. 
• Learn strategies to shift from reactive deployment to proactive skill discovery. 
• Explore best practices for balancing stakeholder demands with internal talent development. 

Chase Loper

Director Shared Services
Duquesne University

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A strong enterprise risk management framework is essential for navigating today’s complex business landscape. By integrating risk assessment and mitigation strategies into decision-making, organizations can proactively address vulnerabilities and drive operational stability and value back to the institution. This session will explore how shared services can identify opportunities to enhance risk controls and maximize value. Learn where to double down on risk-informed decision-making to strengthen resilience, reduce exposure, and turn risk management into a strategic advantage. 

Key Takeaways: 

• Implement enterprise risk management strategies to enhance stability and resilience. 
• Leverage risk-informed decision-making to mitigate contract and operational risks. 
• Identify key risk areas in shared services and uncover opportunities for proactive management. 

Christine Packard

Assistant Vice President, Enterprise Risk Management
University Of Massachusetts

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Navigating regulatory changes is a constant challenge, especially in an industry known for its reliance on tradition and reluctance to change. This session will showcase how the University of Arkansas Global Campus rose to regulatory challenges by adopting a shared services approach. Proactive adjustments in policies and practices allowed the department to increase its level of service to the campus while meeting a higher regulatory burden. Attendees will learn about the software's design, implementation, and the collaborative efforts that drove its success, highlighting the importance of agility in maintaining compliance and operational efficiency in a dynamic regulatory environment.  

Key Takeaways:  

• Discover the key features of the University of Arkansas’ grassroots software and how it streamlines the process of complying with regulatory changes.  
• Hear the collaborative approach taken to develop and implement this solution, fostering a culture of shared responsibility and proactive engagement.  
•  Explore a case study in leveraging increased regulatory demands to build momentum for technology innovation. 

As the landscape of shared services continues to evolve, adopting a proactive approach to the future of work is essential for shared services. This panel discussion brings together thought leaders to explore emerging trends, workforce expectations, and technological advancements that will shape the next generation of work environments. Attendees will gain insights into strategies for fostering adaptability, enhancing employee engagement, and preparing their institutions to thrive in an ever-changing landscape. 

Key Takeaways: 

• Highlight key trends shaping the future of work in and how they impact shared services operations. 
• Learn strategies for creating a flexible work environment that meets the evolving needs of both employees and institutional goals. 
• Explore best practices for implementing proactive workforce planning and development initiatives that enhance organizational resilience.