@tonyrcollins raises a specific example - who's responsible for mistakes in summary care records?
"NHS Connecting for Health suggests that responsibility for mistakes lies with the person making the incorrect entry into a patient's medical records. But the legal responsibility appears to lie with the Data Controller who, in the case of Summary Care Records, is the Secretary of State for Health."
From an organizational design point of view, it is usually best to place responsibility for mistakes along with the power and expertise to prevent or correct mistakes. But that in turn calls for an analysis of the root causes of mistakes. If all mistakes can be regarded as random incidents of carelessness or incompetence on the part of the person making the incorrect entry, then clearly the responsibility lies there. But if mistakes are endemic across the system, then the root cause may well be carelessness or incompetence in the system requirements and design, and so the ultimate responsibility rightly lies with the Secretary of State for Health.
Part of the problem here is that the Summary Care Record (SCR) is supposed to be a Single Source of Truth, and I have already indicated What's Wrong with the Single Version of Truth. Furthermore, it is intended to be used in Accident and Emergency, to support decisions that may be safety-critical or even life-critical. Therefore to design a system that is vulnerable to random incidents of carelessness or incompetence is itself careless and incompetent.
What general lessons can we learn from this example, for shared services and SOA? The first lesson is for design: data quality must be rigorously designed-in, rather than merely relying on validation filters at the data entry stage, and then building downstream functionality that uses the data uncritically. (This is a question for the design of the whole sociotechnical system, not just the software architecture.) And the second lesson is for governance: make sure that stakeholders understand and accept the distribution of risk and responsibility and reward BEFORE spending billions of taxpayers' money on something that won't work.