How is your HR request handled in an HR Shared Service Center?
How is your
Brought to you by:
For more information about these numbers, please send an email to email@example.com.
Or visit our website at www.ngahr.com
This infographic is created by NGA Human Resources. The graphical representation is based
on data provided by an average sized HR service center in NGA's global network of 30+
service delivery centers across the globe.
Copyright NGA HR 2014.
Change in personal HR data
Correction of time entries
Payroll related requests
is online processed in the system. The easy and quick
nature of self service ensures real time information and
is handled by a Tier 1 contact center agent who is
responsible for data entry and simple HR, time and payroll
is handled by a Tier 2 Subject Matter Expert who solves
the more complicated HR & Payroll cases. SMEs frequently
connect with customers to deliver functional & technical
is handled by a Tier 3 Policy Expert who is in charge of the
very complex cases with country regulatory issues.
Includes calls to SSC
or specific SME
Includes emails to
SSC queue or
specific contact Includes letters
to motivate HR
Based on the type of request,
HR requests are queued as follows
Tier 0 Self Service
Tier 1 Contact Center
Tier 2 Subject Matter Expert
Tier 3 Policy Expert
in an HR Shared Service Center?