Integrating Business Operations in the Green One UN House
Support services in the GOUNH will be provided by an integrated Common Services team providing IT, Admin, Facility Management and Premises Security for the 12 participating UN organizations.
This is a major area of UN reform in Viet Nam: instead of each organization having dedicated support service staffing and management structures, a single integrated team will provide a uniform level of service across the UN system.
Globally, this structure is an important innovation. Instead of different agencies being responsible for a particular shared service (say, WHO responsible for IT, UNFPA responsible for transportation and IOM responsible for Facility Management), in Vietnam the new team is led by a Common Services Manager under the overall oversight of the UN Country Team. By having a single management structure in place to supervise these vital services this system is designed to increase the UN's operational efficiency and effectiveness.
The shared IT infrastructure and integrated support structure provides a foundation for the new Common Services with a centralized Service Desk handling requests from all organizations. This service desk will serve as a One-Stop-Shop for all service requests in the compound, whether they are IT, Admin, or Facility related.
The Common Services team has developed a service management tool to track the services provided, making it possible for UN Senior Management to monitor both the quantity and the quality of the services. Service quality is measured through immediate one-click-surveys which are automatically emailed to the client after the service has been provided.
By introducing this integrated management structure for support services, the UNCT in Vietnam is taking a strong leadership role on the UNDG and Secretary General's 'Fit for Purpose' business operation reforms. Next steps could include provision of additional shared services such as transportation, travel, procurement, and conference services.