HR Shared Services
In
The Health Service
Executive
HR Shared Services
Our Vision
The scope of
our service
The way we
were
Where we are
now
Challenges /
Lessons learned
Our Vision
To deliver a customer focused National
Shared Service to support front-line health
service delivery
Shared Services in the HSE
• National Directorate established in 2005
• Scoping Project undertaken
•Decision to embed within functions
• HRSS established in 2007
Our scope of services
• National Recruitment Services (NRS)
• National Pensions Management (NPM)
•National Personnel Administration (NPA)
also
Regional Library Service, Health & Safety – Eastern Region,
Payroll (to be transferred to Finance)
Our centres of operations
• Manorhamilton
• Dublin
Aims of HRSS
• Reduce cost duplication
•Enable economies of scale
•Foster centres of knowledge
•Facilitate shared expertise
•Drive consistency in the way things are done
The employee journey
Employee Journey
Create and
scan
employee file
Process
promotions
PA
Employee
Resign
Post
Agree start
date
Set up
employee
record
Update and
maintain
employee
service
record
Update
employee
record
Superannua
tion
Carry out
selection and
contracting
process
Leaving
Register
employee for
pension
purposes
Deliver mid
career & pre
retirement
planning
Verify service and
calculate pension
entitlement
Payroll
Recruitment
Career
Submit
application
Commence
payment
Line
Manager
Current HRSS services
Entry
Remove from
payroll
Agree start
date
Manage &
develop
employee
Accept
resignation
Set up
pension
record and
payment
The way we were
•Multiple locations – each health board had its own distinct HR
Service and the associated departments (Recruitment, Personnel
Admin, etc)
•Lack of standardisation over multiple areas
•Multiple processing sites for transaction processing and
information repositories which in turn duplicated effort
•Risk of various interpretations of policy and implementation of
policy resulted in different terms and conditions for employees
•Difficult to source data and manage performance over multiple
areas
Early focus
•Establish Resources
•Establish Mandate
•Establish confidence of clients
•Education of staff and clients
•Documentation of process
•Who Does What / SLA’s
•Create environment of measurement
•Customer Focus
NRS
Recruitment today
• All recruitment activity consolidated into one centre of
operation
• Consolidated model of recruitment established
•Development of new recruitment model
•Single source of reporting
•SLA’s in place
•Centralised advertising
•Centralised Garda Vetting
•Talent Pool Management
NRS
Recruitment Metrics / Successes
•WTE reduced from 260 to 60
•4,388 posts filled since June 2009
•Time to hire reduction by 70%
•Reduction in cost per hire by 55%
•783 posts filled for the development of Primary care teams,
Disability / Cancer Services
•Recruitment of additional 200 social workers (Ryan Report)
•National Nurse Campaign – expected candidate pool in excess of
10,000 / NCHD Recruitment
•Agency contract – potential success of saving €33m in full year
NPM
Pensions Management
•Payment of pension benefits commenced for all new HSE retirees
(pensioners) with retirement dates on or after January 1st 2010
•Prototype of HSE National Pension Register, associated forms and
business processes introduced from January 2010 by HSE National
Pensions Management.
•Enhanced tools and processes to automate service verification for
Non Officers, retirement benefits calculations.
•Service Level Agreements prepared (Payroll/Finance and
HR/Services to support Shared Service model)
NPM
Pensions Management transition plan
2010
J A S O N D J
HSE Pensions Management Consolidation Timelines
2011
2012
F M A M J J A S O N D J F M A M J J
A S O N D
Total
Potential
WTE
Area 1
Area 2
Area 3
Area 4
Area 5
Area 6
Area 7
Project Start Date
Go Live Date
Potential WTE To Be
Freed Up Locally
7
5
3.5
7
4.5
6
5.5 38.5
NPM
Pensions Management key results / Metrics
• Single national reporting
• Transition of VHSS from DOHC
• Facilitation of national projects – recent VER/VRS package
•An increase in pensioners paid by NPM from 2,127 in 2009 to
4,054 at the end of 2010 and to 5,066 today
•€52.69m paid on the pensioner payroll at end of 2010
•€93.455m paid in lump sums in 2010
•The lump sums were paid to 1,969 individuals
NPA
Personnel Administration
• Established in Sept 2010
•Management structure in place and workplans 2010/2011
underway
•Document management project in place – objective is to have all
personnel files scanned by Qtr 3
•Employee set-ups centralised
•National Career Break Register
•Management of Central Transfer Process
Scorecard Example
Scorecard Example
NPA - Activity
90
No. of set ups
80
Change of contractual Hours
Monitoring of dates
70
Freedom of information
Actions
60
Incremental Credit
50
Probation
40
Employee data / file
Secondments
30
Resignations
20
Query Handling
10
Reporting
0
Verification of service
Jan-11
Feb-11 Mar-11
Apr-11 May-11
Jun-11
Jul-11
Month
Aug-11 Sep-11
Oct-11
Nov-11 Dec-11
Absences / Temporary leave
Scanned personnel files
Service Level Agreements
What is included?
•Period & Scope of agreement
•Recruitment Services Governance
Arrangements
•Service Provision
•Responsibilities of Key Stakeholders in the
process
•Capacity Management
•Communication
•Securing Subject Experts
•Mechanism for resolving disputes
•Service level reporting
•Confidentiality
•“Who does what” responsibility matrix
•Target timeframes
Challenges / Lessons learned
•Resource re-alignment
•Mandate from the TOP
•Metrics
•Prepare for overnight change in
expectations
•Client engagement an understanding
•CRM / SLA’s / WDW
•Governance
Governance Challenges
•Question of mandated services or not?
•How strong is the mandate?
•Who owns the process?
•Who has the final say?
•Consistency attained by consensus can lead to
customisation, diluting the value proposition
Where to next?
• Pursuit of full resources for HRSS requires realignment of existing resources
•Roll-out of pensions workplan and transition of sites
to Manorhamilton
•Full roll-out of document management project
•Successful completion of large consolidated
recruitment campaign e.g. NCHD’s, Staff Nurse, etc
• Thank You
HR Shared Services
In
The Health Service
Executive