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SSON Report: One Year In: Did COVID-19 Stop GBS & Shared Services' Evolution In Its Tracks?

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One year in: did COVID-19 stop the GBS and shared services evolution in its tracks? 

In the early days of the COVID-19 pandemic, many organizations around the world were forced to find new ways to work from remote, stay-at-home environments—putting business continuity plans to the test, piling on pressure to downsize, and straining relationships with business process outsourcing providers (many of whom were based in countries with limited support and resources).

Over a year later, the Shared Services and Outsourcing Network (SSON) surveyed over 100 global enterprises to answer the question in this report: What impact did the pandemic really have on global business services (GBS)?

  • How resilient was the share services operations model?
  • What was the impact on employee productivity? Staffing strategy? 
  • Which technologies helped ensure agility? 

And with vaccination rates increasing, organizations like Volkswagon Group of America are preparing and enacting plans to safely reopen for in-person work. This report also reviews strategies to maintain workforce safety as offices reopen.