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Shared Services Implementation

Documents for Contracted Providers Webinar - April 16, 2014

Presentation for Contracted Providers Webinar


How the Provider Management Shared Services (PMSS) Initiative will improve our services to youth.

PMSSDJJ’s primary goal is reducing juvenile delinquency in Florida, and the state has seen significant improvement. Unfortunately, despite the best efforts of law enforcement, parents, teachers and the many other stakeholders who are critical in helping at-risk youth, more than 75,000 youth entered Florida’s juvenile justice system last year. The department is committed to ensuring that the youth in its care receive appropriate, quality services to give them the greatest chance at leading successful lives after they leave DJJ supervision.

While DJJ is responsible for the administration and operation of the juvenile justice system throughout the state, 65 percent of DJJ’s services are delivered by more than 150 private providers with a budgeted expenditure of roughly $290 million annually. The department has comprehensive oversight procedures to ensure the youth are being appropriately served in environments that are most likely to aid in their rehabilitation, a responsibility that it takes very seriously. 

DJJ recognizes that it can do more to ensure that the services it procures from these providers are directly aligned to outcomes to youth as well as facilitating sharing of best practices to deliver these outcomes between providers and DJJ staff. Undertaking system improvements to streamline provider management will lead to better services for our youth from these providers. In addition, these improvements will free up time and capacity for frontline program operational staff including those working directly with youth, who currently spend considerable time and effort on the management of these providers. 

To increase efficiency, DJJ has embraced a more collaborative model known as shared services in which a team or group provides an agreed set of activities to one or more internal customers, usually across multiple locations, with oversight and regular review to ensure quality and timeliness.

For DJJ, this new structure will be organized in four different components, each representing a clearly defined part of provider-department interaction. 

Pyramid Model


Component 1: Procure Services

Contracting has been a shared service for a while. The Bureau of Contracts serves all program areas and results have been promising. DJJ has already initiated some major changes, such as invitations to negotiate being the preferred contracting vehicle. With careful procurement planning and a clear-cut procurement strategy, DJJ has laid the foundation for efficient and strategic contracting.

Component 2: Manage Services

Managing a provider relationship can be similar across program area borders. It will be DJJ’s goal to identify the processes suitable for a shared services organization. This will improve the department’s management abilities in a variety of ways: for example, sharing know-how across program areas will increase the quality of our services to providers.

Component 3: Monitor Services

Improvements can be achieved by sharing best practices across program areas when it comes to monitoring providers’ service delivery. Effectively monitoring and enforcing contracts is the only way for DJJ to make sure the youth in the department’s care receive the best possible services. Sharing monitoring capabilities will lead to a more efficient performance measuring across all of the department’s program areas. Providers will be assessed against fair and consistent benchmarks, increasing the department’s transparency and uniformity of oversight processes.

Component 4: Manage Incidents

Managing incidents without delay is critical to achieving DJJ’s mission. Standardized reporting structures, combined with a situational response capability, allow the department to efficiently and effectively respond to incidents. While reporting and data analytics can be included in a shared service, the actual incident response can more appropriately be handled by program operational staff.

More information to individual components can be found using the links above. For more general information about the PMSS project, look at the files attached below or contact Amy Johnson, Director Office of Program Accountability (amy.johnson@djj.state.fl.us).