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The need for shared services is leading to rise of rise of Intelligent Enterprise Services.
Enterprise Services Survey
Oil and Gas Perspective
Energy Industry Context
Summary of Key Findings
Finding 2: Value 15
Finding 3: Digital Catalyst 18
Finding 4: New Practitioners 23
Finding 5: Ways of Working 26
Intelligent Enterprise Services Defined
About the Survey
Finding 1: Scope
Copyright © 2020 Accenture. All rights reserved. 2
• There continues to be a dramatic shift in shared services models
• The rumor that shared services is dying because of robotic process
automation (RPA) and artificial intelligence (AI) is unfounded
• New technologies eliminate transactional work. However, the need
for people who can manage complexity, implement standardization,
employ new technologies and find new ways to generate benefits is
• Many companies in the oil and gas, chemical, mining and metals,
forest products and utilities industries are scaling or plan to scale
The result is the rise of Intelligent Enterprise Services (IES),
the next generation shared services operating model
3Copyright © 2020 Accenture. All rights reserved.
Accenture, in collaboration with a third-party research agency, McGuire
Research Services Inc., conducted a global study with 120 shared services
senior executives in the oil and gas, utilities, chemicals, mining and metals,
and forest products industries.
4Copyright © 2020 Accenture. All rights reserved.
• Companies with single or multi-functional shared services organizations,
captive and/or outsourced
• Results of direct respondents’ follow-up discussions with Accenture, where
respondents discussed their individual results in comparison to the baseline
• Respondents’ companies are headquartered in 27 countries
• Revenue ranges from approximately $2 billion to $50 billion
About the survey
About the survey
5Copyright © 2020 Accenture. All rights reserved.
Respondents companysize in revenue
Our analysis of the total sample data shows that the
overall findings are very much in line with our
experience working with oil and gas companies around
the world. What follows is a presentation of the overall
findings with insights for the oil and gas industry.
Respondents company headquartered
in 27 countries across 5 regions
Middle East & Africa
More than $20B
$3B or less
Oil and gas n=30
Mining and metals,
forest products n=30
Copyright © 2020 Accenture. All rights reserved. 6
Shared services organizations are in a unique position to
transform cost structure and how services are delivered
across the enterprise. The organization is reinventing
itself and leaping into a new era enabled by IES.
The expansion and growth of traditional “back office” processes into
shared services has accelerated companies’ digital and innovation
With this continued momentum of improving and automating
performance, IES leaders are also being asked to scale to enable
enterprise-wide change beyond cost reduction.
Digital transformation is quickly becoming a pivotal part of IES
organizations, whose talent needs are rapidly evolving and forcing other
similar organizations to redefine skill profiles required for success.
Traditional end-to-end operating model process orientations, ways of
working, governance and third-party partnerships are being challenged to
pivot to become business and outcome orientations.
Accenture’s research examines
the emergence of Intelligent
Enterprise Services (IES) and
the transformational role it plays
in enabling enterprise-wide
7Copyright © 2020 Accenture. All rights reserved.
Intelligent Enterprise Services defined
Shared services is evolving to drive greater enterprise outcomes through technology, innovation and insights
8Copyright © 2020 Accenture. All rights reserved.
Maturing Models Emerging ModelsENTERPRISE
1 2 3 4
Survey findings indicate that oil and gas companies are using shared services to:
• Continue to reduce costs
• Accelerate the digital transformation of processes
• Centralize and utilize data and analytics
• Improve quality and control
• Enable growth, especially through M&A but also divestitures
• Engage third parties to support strategic initiatives
The majority are transforming their traditional shared services models in some aspects to help
them better navigate the consistent volatility and demands of their markets.
WITHIN THE FULL SAMPLE OF 120 RESPONDENTS:
Energy industry context
62% said they are exploring
greater use of AI
37% said automation of complex
activities will be the top application
of AI in the next three years
49% said they were already offering
analytics as a service
38% said they would be offering analytics
as a service within the next year
44% said they will move post-merger
integration planning and
management activities to shared
services or outsourcing
Copyright © 2020 Accenture. All rights reserved. 9
Summary of key findings:
Intelligent Enterprise Services survey
IES is being asked to
integrate more breadth
and depth into new
scope—92 percent of
respondents overall have
plans to add scope
Cost reduction is no
longer the number one
expected benefit of
leveraging this model;
37 percent considered
quality and accuracy as
the highest value
The IES model is a
catalyst for digital
percent cite it as the
best place to drive
A new breed of shared
services practitioner is
functional, industry and
technical expertise, with
more than 60 percent
listing technology as a
required new skill
Business leaders are
rethinking how to use
this model more
maximize value for the
use a partner through
outsourcing or blended
hybrid in their delivery
IES is becoming the catalyst for driving enterprise-wide transformation through
technology, innovation and insights. Analysis of the 120 responses reveal:
10Copyright © 2020 Accenture. All rights reserved.
01IES is being asked to integrate more breadth and
depth—among all respondents, 92 percent have
plans to move scope into shared services centers
11Copyright © 2020 Accenture. All rights reserved.
IES urged to integrate more breadth
and depth into new scope
Companies are expanding their use of shared services in
terms of depth (by pushing deeper into existing functions
such as financial analytics and forecasting), breadth
(through new functions including R&D, engineering, quality
and reliability, customer service and real estate) and
functioning ‘as a service’ (such as in change management,
communications and program and project management).
Respondents said that they are delivering end-to-end
processes (i.e. source-to-pay) and looking to increase
focus on end-to-end services.
Expansion of scope is pushing shared services into
innovative digital areas including RPA/automation,
analytics, machine learning and AI.
Analytics has become one of the fastest growing new
offerings and companies consider this a requirement to
drive greater enterprise value.
plan to add more scope
to their organizations
reported that their organizations are
delivering end-to-end processes
noted their organization is currently
is the additional growth expected for
analytics within the next 12 months
12Copyright © 2020 Accenture. All rights reserved.
Number of companies that plan
to move, automate, and/or
outsource in the next three years
What business processes is your organization planning to move to shared services
center, outsource, move back to business or automate in the near future (1-3 years)?
Business processes Companies
Information Technology 42
Supply Chain/Manufacturing 32
Research & Development 24
Sales and Marketing 24
Quality Assurance 23
Program and Project Management 23
Customer Service 22
Human Resources 22
Health, Safety & Environment 15
Change Management & Communication 14
Real Estate and Facilities 9
Mergers & Acquisitions 9
Energy companies are looking to move more functional
scope into their shared services companies as a way to better
manage costs across the enterprise.
Global (N=120). Responses over 100 percent due to multiple choices. 13Copyright © 2020 Accenture. All rights reserved.
Almost half of respondent's report that
their organizations are currently offering
analytics as a service
Many energy companies see the benefit in
having analytics in their shared services
organizations. As more workflows into
the model, shared services has greater
access to data from end-to-end processes.
This helps with better cost control and
management of capital.
Does your shared services center’s digital roadmap include analytics as a service (AaaS)?
Global (N=120). Responses slightly over 100% due to rounding. All responses shown.
1 Yes, shared services center is currently offering
analytics as a service to the Organization
Yes, we are expecting to offer
AaaS within the next year
Yes, we are expecting to offer
AaaS within the next 5 years
No, we aren’t expecting
to offer AaaS
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02Cost reduction is no longer the number one expected
benefit of leveraging this model; 37 percent considered
quality and accuracy as the highest value drivers
15Copyright © 2020 Accenture. All rights reserved.
IES is becoming the catalyst for driving
enterprise-wide transformation through
technology, innovation and insights
As scope continues to increase, companies expect these three top
value drivers from shared services:
16Copyright © 2020 Accenture. All rights reserved.
37%Quality and Accuracy
Global (N=120). Responses over 100% due to multiple choices.
Expectations on shared services are
expanding beyond traditional value drivers
Global (N=120). Responses over 100% due to multiple choices.
Quality and accuracy
transformation and technology
• Shared services’ ability to drive standardization
enables accurate information and data-driven
insights to improve business decisions and
• Shared services reduces audit cost and effort
• Shared services model accelerates
enterprise-wide digital agendas
• Greater receptiveness to adopt new technologies
• Greater willingness to use third-party
partners to help deliver digital programs
• Frees up capacity for new and
• Service management increases the
transparency of the cost to serve
• Baselines cost and performance to
drive continuous improvement
• Measures improvement and
incentivizes the right behavior
• Automates where possible and
reinvests in innovation
17Copyright © 2020 Accenture. All rights reserved.
What are the greatest benefits your organization expected from shared services
when you started your shared services center journey?
03The model is a catalyst for digital transformation—
97 percent of the 120 respondents believe it is the
best place to drive digitalization after centralization
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The IES model is a catalyst for
Organizations are using IES to accelerate the use of digital technologies
Organizations believe they have more capacity to deliver a successful
This availability of capacity is supported through the use of partnerships
within the ecosystem and the cultivation of digital skills.
report that there is a medium
to high level of maturity within
their shared services
organization across all digital
think shared services has the
necessary capabilities to
develop the digital strategy
and create the innovation
embed an automation Center
of Excellence within the
19Copyright © 2020 Accenture. All rights reserved.
of respondents standardized and/
or centralized processes before
automating. This practice is reported
across all business functions. These
are automated using a range of
technologies including RPA, AI,
analytics, blockchain and cloud-
of respondents estimate that
digital technologies account for
of the total shared services budget.
The high level of funding the shared
services organization is receiving for
digital technologies supports its
expected role in driving automation.
of IES organizations report to the
CIO, who is also reported to be the
driver of enterprise-wide digital
decisions. IES organizations will
need to continuously evolve
governance to support automation
programs and achieve expected
of respondents centralize and
standardize processes before
20Copyright © 2020 Accenture. All rights reserved.
50 percent standardize and 32 percent
centralize first when implementing
their shared services center model
For your organization, what did you focus on first when
implementing your shared services center model?
processes instead of
(i.e., lift, shift and
Don’t know Automating
of centralizing them
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IES organizations believe they have
a high to medium level of maturity
in the following technologies:
Empowers the use
of data to make
Enables the ability
to freely access and
use applications on
demand via the
into visual reports
that are easily
the ability to
and improve from
information to be
distributed, but not
copied, while enabling
of the data
to emulate the
actions of a human
What is the level of automation maturity within your shared services center
in your organization? Within the shared services center?
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04A new breed of practitioner is emerging—one with functional,
industry and technical expertise—more than 60 percent list
technology as a required new skill
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Practitioners with functional, industry and
technical expertise are emerging
55%said that talent quality is
the top priority for their
A new scope and digital transformation drive the need for a new skill set
65%see an increased need to
build up skills for digital
(RPA and AI)
>40%see an increased need to build
up functional and industry
skills, like agility and decision
making, change management
and communication, and
commercial acumen and
24Copyright © 2020 Accenture. All rights reserved.
IES Top Talent Priorities
60% of top priorities are
• Emerging technologies like RPA, AI and cloud
computing require IES organizations to refocus their
• Talent is being replaced with functional and technical
acumen along with curiosity, agility and self-learning
• The workforce of the future will require an updated
approach to acquire, develop and retain talent
• Companies need a strong focus on using technologies
that can be directly tied to achieve business outcomes,
promote new career paths and change the way
employees are measured and rewarded
What shared services center roles are currently your
Organization’s highest priority?
& Data Scientist
Shared services is
driving the digital
transformation for the
whole company― and
that requires the right
Copyright © 2020 Accenture. All rights reserved. 25
26Copyright © 2020 Accenture. All rights reserved. 2626
Business leaders are rethinking how to use this model more
strategically to maximize value for the enterprise—75 percent
use a partner through outsourcing or blended hybrid in their
Business leaders aim to use this model
more strategically for maximum value
Business leaders are faced with increasing shareholder demands at a time of industry
volatility and market pricing pressures.
IES is a proven model that can help reduce costs to service, standardize processes for more
consistent business outcomes and enable agility. Currently, business leaders have more
choice on how to manage and utilize IES, including on scope, location, talent, the service
provider and application ecosystem and how to drive enterprise-wide transformation.
They are making strategic IES decisions across the following
dimensions to maximize enterprise value:
27Copyright © 2020 Accenture. All rights reserved.
Global Delivery Model findings
More work is being centralized into global hubs than in regional models
Which of the below is your organization’s primary Shared Services delivery model?
functions on a
Global Hub and
28Copyright © 2020 Accenture. All rights reserved.
indicate that the CFO is involved in
investment and budget decisions
related to digital technologies
report to the CFO (41 percent)
or CIO (22 percent)
have shared services reporting
to a C-suite leader
The role of the CFOs in shared services organizations
is key to reporting structures, digital investments and
automation decisions along with the CIO
About 99 percent of respondents have Global
Process Owners (GPOs) in place. Monitoring
performance, reviewing Service Level Agreements
(SLAs) and tracking benefits realization of the end to
end processes play a main role in their organization.
The voice of the customer is also becoming
increasingly important and SLAs are beginning to
focus on outcomes
said SLAs are measuring
shared services outcomes
and/or impacts (such as
working capital, DPO, DSO,
reported having recurring
governance structures that
29Copyright © 2020 Accenture. All rights reserved.
Global (N=120). Responses over 100 percent due to multiple choices.
Ecosystem Partners findings
The majority of companies are finding value in hybrid, co-sourced delivery models. More
than 70 percent of companies surveyed are adopting outsourcing not only to deliver
services but also to scale faster and have better access to talent at a competitive cost
For your Organization, what are the main drivers to outsourcing business activities
rather than keeping them in house?
Need to delegate
low value add
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IES is an emerging model being used to drive more value across
the enterprise through technology, innovation and analytics. The
opportunities to drive these tangible business and enterprise
outcomes are limited only by enterprises’ willingness to seize on
• Accelerating digitalization can free up capacity to support
additional scope and new services; this will also create the need for
new skills and expand career path opportunities for the workforce
• The business will look to IES for advisory support and innovation,
automation and analytics
• As the role of the IES organization expands, changes in the
operating model are needed in order to maximize value for the
• Global process owners’ decision rights will increase and focus more
on achieving business outcomes and partnerships with third
parties. These will continue to expand to accelerate the pace of
transformation and cultivate new capabilities in providing
improvements in data, insights and business performance
31Copyright © 2020 Accenture. All rights reserved.
“The next generation shared services
model is rapidly evolving—it is
customer centric, digital, agile and
“The ability for Intelligent Enterprise Services
to unlock enterprise-wide business
outcomes through technology, innovation,
partnership, and talent development is
32Copyright © 2020 Accenture. All rights reserved.
This document is produced by consultants at Accenture as general guidance. It is not intended to provide
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please contact your Accenture representative.
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