National University of Ireland, Galway
An Coiste Feabhais Riarachán agus Seirbhísí
The Committee on Administration and Services Quality Improvement
The Administration and Services Quality Assurance Programme 2008–09
The Human Resources Office
Action Plan
developed at and after Follow Up Meeting:
Tuesday, 24th February 2009
The John Hynes Boardroom (QA132)
Present: Mr Keith Warnock (Chair), Professor James A Houghton, Professor Jim Ward, Mr
Conor McMahon (Reviewer), Professor Seamus Collins (Reviewer), Mr Gearoid O’Broin
(representing the Bursar), Mr Padraig DeBurca (representing the Vice President for
Research), Ms Mary O’Riordan, Dr Seamus MacMathuna, Mr Chris McNairney, Ms Carmel
Browne, Ms Demelza Lynn, Mr Colm Flannery, Ms Anne Marie McDonagh, Ms Claire
Feeney, Mr Dermot Flaherty, Ms Michelle May, Ms Deirdre King, Ms Belinda O hAodha,
Ms Sharon Gordon, Ms Johanna Walsh, Ms Anne Marie Gilmore, Ms Aisling Lennon, Ms
Lorraine Lee, Ms Mairin Ni Fhatharta, Irín Ní Chualáin, Ms Maureen Linnane (in attendance)
Note: This action plan revises an initial draft and incorporates developments arising from
changes required by the Employment Control Framework and other developments in the
University environment.
Action Plan for the Human Resources Office:

Participation in continuous service improvement initiatives led by the Executive
Director of Operations, including the measurement of performance by KPIs.

Enhance integration between post management and recruitment functions through
the introduction of an Operations Management role.

Enhance various ‘on boarding’ initiatives including: more frequent induction
sessions, localised inductions for schools and colleges, exploration of the use of
‘Business Partner Model’, development of a mentoring scheme; communicating
new employee space requirements; and enhanced induction procedures.

Enhance information integration between CORE HR and Payroll Systems.

Enhancements and upgrades of CORE HR and associated systems (e.g. ADO,
Online recruitment) in cooperation with ISS.

Closer alignment between HR Office and the Health and Safety Office in relation
to training.

Development of Service Level Agreements (SLAs) with customers.

Introduce a formal customer feedback mechanism.

Assure that ‘rejection letters’ are clear and consistent with the message required
by the local unit and the University.

Review the use of ‘window’ envelopes for ‘private and confidential’ letters.

Continue to ensure appropriate provision of a full service during standard business
hours.

Establish generic email addresses e.g. “recruitment@nuigalway.ie”
“postmanagement@nuigalway.ie”.

Development of a bespoke leadership development programme.

Review of the probation process.

Consult with Registrar regarding HR participation at academic selection boards.

Consider design and layout of HR ‘reception’ area.

Develop appropriate joint training events with other universities.

Continue provision of services through the medium of Irish as appropriate.

Develop a simple ‘backlog’ register for staff unable to participate on oversubscribed training courses.
Action Plan for University Management:


Continue to invest appropriately in HR information systems and integration with
other information systems for enhanced value and efficiency.
Provide leadership in the continuing roll-out and management of PMDS and
workload models.
Approved by:
Director of Human Resources, Chris McNairney
Executive Director of Operations, Kieran Loftus
Acting Director of Quality: Keith Warnock
Keith Warnock
Acting Director of Quality
Finalised: 15/10/2010