The Customer is Always Right: Defining and Managing Internal Services

Internal service functions like finance, budget, procurement, human resources, and information technology serve important internal customers. However, it can be difficult to develop policies, set clear expectations, respond to feedback, and deliver excellent results. It's also a challenge to allocate funding for these internal services when compared to programs that directly benefit the public.

This session will examine the pros and cons of establishing internal service funds, discuss strategies for allocating costs, define program parameters, and highlight the role of service-level agreements in communicating with stakeholders and gaining organizational buy-in.