Industry
Nonprofit, Libraries, Human & Social Services
Our Role
- Systemwide Diagnostic & Operational Assessment
- Stakeholder Steering Committee & Working Group Facilitation
- Shared Services Model Design (Seven Core Functions)
- Pilot Testing & Feasibility Validation
- Governance, Financial, & Implementation Planning
- Transition & Capacity Building Advisory
Situation
The Allegheny Regional Asset District (RAD) supports over 70 libraries across Allegheny County through funding and oversight. Two anchor institutions—Carnegie Library of Pittsburgh (CLP) and the Allegheny County Library Association (ACLA)—help manage this decentralized ecosystem. Despite its strengths, the system suffered from fragmented administrative services and inequitable operational capacities. RAD engaged The Hill Group to explore, design, and implement a shared services model that could improve efficiency, reduce duplication, and elevate service quality systemwide.
Solution
The Hill Group led a multi-year engagement to build and implement a collaborative service delivery model:
- Conducted a comprehensive operational and administrative assessment
- Facilitated a stakeholder-led design process across functional working groups
- Designed a shared services framework across seven key areas, including HR, finance, IT, and fundraising
- Piloted select services to test feasibility and impact
- Developed a governance and implementation plan anchored in equity and sustainability
- Advised on the transition process and long-term capacity needs
Results
- Created a unified shared services model anchored by CLP’s Library Support Center
- Standardized administrative functions to serve over 70 libraries efficiently
- Pilot programs demonstrated measurable cost savings and service improvements
- Established a new governance structure with equitable representation and buy-in
- Empowered library staff to focus on direct community service delivery
- Positioned the system as a national model for regional collaboration in library management
Behind the Scenes
This initiative was rooted in collaboration and trust. By engaging stakeholders from across the county, The Hill Group helped reimagine what’s possible in shared service delivery. The result is a more sustainable, equitable, and effective library ecosystem—one that allows staff to spend less time on administration and more time on what matters: serving the public.