Federal agencies continue to face mounting pressure to improve mission delivery, enhance customer experience, and operate more efficiently amid constrained budgets and growing demands. Shared services have emerged as a critical strategy for achieving these objectives by reducing duplication, standardizing capabilities, and enabling agencies to focus resources on mission-specific priorities. From government-wide Shared Service Providers (SSPs) and Quality Service Management Offices (QSMOs) to evolving "shared-first" approaches for IT, cybersecurity, acquisition, financial management, and human capital solutions, agencies are increasingly leveraging enterprise services to accelerate modernization and improve outcomes.
Join the ACT-IAC IT Management & Modernization Community of Interest for an engaging discussion on the future of federal shared services. Join the fireside chat between Brenna Isman, Senior Director for Research and Government Solutions, National Academy of Public Administration, and Beth Angerman, Chief Operating Officer, MetaPhase, for an exploration of the latest trends shaping the shared services landscape, including the evolution of QSMOs, government-wide service adoption strategies, shared platform modernization, and the role of artificial intelligence and automation in transforming service delivery. They will discuss lessons learned from implementing shared services across agencies, approaches for balancing standardization with mission-specific requirements, and strategies for driving adoption, governance, and organizational change. They will also examine how agencies are measuring value, improving customer experience, and leveraging shared services as a foundation for broader digital transformation efforts. Attendees will gain practical insights into how shared services are helping government organizations increase efficiency, strengthen resiliency, reduce costs, and deliver better mission outcomes across the federal enterprise.
About the Speakers
Brenna Isman has worked at the Academy since 2008. She oversees Academy studies, providing strategic leadership, project oversight, and subject matter expertise to the project study teams. Before this, she was a Project Director managing projects focused on organizational governance and management, strategic planning, and change management. Her research engagements have included working with the National Aeronautics and Space Administration, the Environmental Protection Agency, the Social Security Administration, the Department of Veterans Affairs, and multiple regulatory and Inspector General offices. Before joining the Academy, Ms. Isman was a Senior Consultant for the Ambit Group and a Consultant with Mercer Human Resource Consulting. Ms. Isman holds a Master of Business Administration (MBA) from American University and a Bachelor of Science (BS) in Human Resource Management from the University of Delaware.
Beth Angerman is the Chief Operating Officer of MetaPhase. She is responsible for overseeing the talented MetaPhase consultants delivering transformational solutions to our Federal clients. Beth also oversees all operational support functions including HR, IT, facilities, communications, and compliance. She started her career as a commercial consultant but found her purpose in helping government solve problems that impact the lives of millions of people. She served for 16 years in executive roles at the Department of the Treasury and General Services Administration including servings as Executive Director of the Unified Shared Service Management Office in GSA. She holds a BS from Mount Saint Mary's University, is a certified PMI-PMP, and a Fellow at the National Academy of Public Administration.
United States