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07b brewer 07b brewer Presentation Transcript

  • Texas Health and Human Services Transformation of Human Resources HR Temporary Roadblocks
  • Purpose of Presentation
      • Purpose of Presentation
      • To tell the story of our transformation
      • of human resources, payroll, and
      • time/labor/leave services at the
      • Texas Health and Human Services Agencies
  • HHS Presenters
    • Wanda M. Thompson, PhD, PHR
    • Associate Senior Vice President
    • Upstate Medical University
    • Syracuse, NY
    • Sharon Brewer, SPHR
    • Director of HHS Human Resources
    • Health and Human Services Commission
    • [email_address]
    • Mickey Gregory
    • Director of HHS Time, Leave and Labor Services
    • Health and Human Services Commission
    • [email_address]
    • Mike Markl
    • Director of HHS Payroll Services
    • Health and Human Services Commission
    • [email_address]
  • Background & Scope
  • Background & Scope
    • The Texas Health and Human Services (HHS) engaged in several
    • transformation projects as a result of Texas legislation. House Bill 2292
    • 78 th Texas Legislative Session, directed the
    • Merger of 12 state agencies into the following 5 new state agencies
      • Health and Human Services Commission (9,400 FTEs)
      • Department of Family and Protective Services (9,755 FTEs)
      • Department of Assistive and Rehabilitative Services (3,115 FTEs)
      • Department of Aging and Disability Services (14,200 FTEs)
      • Department of State Health Services (11,900 FTEs)
    • Consolidation of several administrative areas
      • Human Resources
      • Payroll
      • Civil Rights
      • Procurement
      • Regional Administration Services
      • Information Technology
  • Background & Scope
    • Transformation of Human Resources, Payroll and Time/Labor/Leave
    • Human resources and payroll services were the first administrative groups to consolidate
    • Transformation of these services quickly followed the consolidations
    • HHS outsourced components of human resources, payroll, time/labor/leave, and production support of HR information technology systems
    • Transactional activities were moved from paper-based to web-based employee and manager self-service systems
  • Background & Scope
    • Transformation Time Line
    • HR consolidated June 2003 and Payroll June 2004
    • Request for Proposals (RFP) for HR and Payroll Services published
    • February 2004
    • HHS HR policy manual published March 2004
    • Contract signed October 2004 with Convergys
    • Access HR, the employee internet website launched February 2005
    • Convergys’ access HR service center established February 2005
    • Employee and manager self-service functions launched
    • May through October 2005
  • Defining “Sustainability” for Access HR
    • There were 4 key project goals established for access HR at the beginning of the implementation
    • Transition the HR, Payroll, Time/Labor/Leave and PeopleSoft HRMS support functions for all HHS agencies to Convergys
    • Develop HR processes and procedures which incorporate best practices, while ensuring continued compliance with HR-related statutes, rules and regulations
    • Increase organizational and personal accountability
    • Drive enterprise-wide standardization and consistency with regard to the execution of HR, Payroll and Time/Labor/Leave processes, policies and procedures
  • Project Governance PROCESS TECHNOLOGY OPERATIONS TRAINING CHANGE MANAGEMENT Time, Attendance & Payroll Administration  Employee In & Out Processing  Compensation Administration  Leave of Absence  Counseling  Exit Surveys  Safety & Health  Workers Compensation  Unemployment Insurance  Tuition Reimbursement Human Resources Administration  Time Collection & Processing  Leave Tracking  Payroll Processing  Employment Verification  Performance Evaluations  Record Maintenance & Retention  Administrative Training & Staff Development Learning & Performance Systems  State Group Insurance Program  Deferred Compensation  Annual Benefits Enrollment Benefits Processing Technical Advisory Group Steering Committee Program Management Office (PMO) Business Advisory Group Program Management & Oversight Program Execution & Delivery  Marketing & Advertising  Job Postings  Sourcing Strategies  Application Processing  Interviewing  Testing Recruitment & Selection PROCESS TECHNOLOGY OPERATIONS TRAINING CHANGE MANAGEMENT Time, Attendance & Payroll Administration  Employee In & Out Processing  Compensation Administration  Leave of Absence  Counseling  Exit Surveys  Safety & Health  Workers Compensation  Unemployment Insurance  Tuition Reimbursement Human Resources Administration  Time Collection & Processing  Leave Tracking  Payroll Processing  Employment Verification  Performance Evaluations  Record Maintenance & Retention  Administrative Training & Staff Development Learning & Performance Systems  State Group Insurance Program  Deferred Compensation  Annual Benefits Enrollment Benefits Processing Technical Advisory Group Steering Committee Program Management Office (PMO) Business Advisory Group Program Management & Oversight Program Execution & Delivery  Marketing & Advertising  Job Postings  Sourcing Strategies  Application Processing  Interviewing  Testing Recruitment & Selection PROCESS TECHNOLOGY OPERATIONS TRAINING CHANGE MANAGEMENT Time, Attendance & Payroll Administration  Employee In & Out Processing  Compensation Administration  Leave of Absence  Counseling  Exit Surveys  Safety & Health  Workers Compensation  Unemployment Insurance  Tuition Reimbursement Human Resources Administration  Time Collection & Processing  Leave Tracking  Payroll Processing  Employment Verification  Performance Evaluations  Record Maintenance & Retention  Administrative Training & Staff Development Learning & Performance Systems  State Group Insurance Program  Deferred Compensation  Annual Benefits Enrollment Benefits Processing Technical Advisory Group Steering Committee Program Management Office (PMO) Business Advisory Group Program Management & Oversight Program Execution & Delivery  Marketing & Advertising  Job Postings  Sourcing Strategies  Application Processing  Interviewing  Testing Recruitment & Selection
  • Transformed Service Delivery Model
  • Transformed Service Delivery Model Self-Service Integrated Service Model Service Center Retained Staff Employee Self-Service provides employees access to their own personal data and HR information. It enables employees to process basic HR transactions (e.g., change address, enroll in training), and retrieve personal HR data. Manager Self-Service enables managers to process basic HR transactions (e.g., view leave balances) and retrieve HR data without the need to involve HR. The Service Center responds to employee inquiries and assists in processing HR transactions, reducing state retained staff involvement in routine administrative tasks and questions (e.g., benefits, payroll, data maintenance). Retained Staff are dedicated to providing HHS-specific consultative support to the agencies, including HR, Payroll, Time/Labor/Leave policy, process and procedure design as well as interpretation.
  • Retained State Staff
    • HR, Payroll, and Time/Labor/Leave retained state staff provide support
    • within a number of areas including
    • Employee Relations
    • Policy Interpretation
    • Workforce Planning
    • Position Control and Management
    • Labor Accounting
    • Payroll Certification
    • System Testing and Security
    • Contract and Vendor Management
  • Access HR Service Center
    • Access HR service center staff provide HHS employees with
    • assistance, including bilingual and hearing-impaired support
    • Self-service website navigation assistance
    • Job audit and classification
    • Unemployment and Worker’s Comp
    • Benefits
    • Payroll
    • Time/labor/leave
    • Job applications, recruitment and staffing
    • Learning
    • Management of software and information technology
  • Employee and Manager Self-Service
  •  
  •  
  •  
  • Employee Self-Service
    • My Profile
      • View my personal information
      • Edit emergency contacts
      • Edit phone numbers
      • Edit home/mailing addresses
      • Request name change
      • Information release indicator
      • Maintain disability status
      • BRP leveling/non-leveling
      • Change my login password hints
    • My Pay
      • Add/edit savings bond
      • View/print earnings statement
      • View/edit direct deposit
      • View/edit voluntary deductions
      • Tax withholding W4/W5 AEIC
    • My Time & Leave
      • View leave balances
      • View/edit timesheet
      • View payable time summary
      • View work schedule
      • Request OT/Comp time
      • Request leave
    • My Career & Development
      • My performance management
      • Job center
      • Training
    • Life and work events
    • HR forms
    • HR policies
    • View employee directory
  • Manager Self-Service
    • Compensation Management
      • Request regular merit increase
      • View merit increase status
      • Award one-time merit
      • View compensation history
      • Maintain additional pay types
    • Maintain Employee’s Work Info
      • Change work location/mail drop
      • Change shift differential pay
      • Change reports to
    • Separations & Retirement
      • Voluntary separation
      • Involuntary separation
      • Separation due to death
      • Employee retirement
    • New Hire
      • Hire applicant
    • Time & Leave Management
      • View/edit timesheet
      • Manage exceptions
      • Perform work schedule override
      • View/edit time and leave set-up
      • View payable time summary
      • View leave balances
      • Approve time by group
    • Reporting
      • Compensation history
      • Merit eligibility
      • Job data history
      • Active position status
      • Employee Leave Balance
      • Employee monthly time report
      • Employee without accruals
      • FLSA overtime threshold
      • FMLA status
      • Leave without pay
  • Manager Self-Service
    • Health & Safety
      • Add an accident/incident
      • View/update accident/incident
      • Print accident/incident
    • Organization & Classification
      • Organization modeling
      • View organization charts
      • Request job audit
      • View position information
      • View job audit
      • View job code information
    • Performance Management
      • Develop performance plan
      • Conduct performance evaluation
      • Maintain development notes
      • Acknowledge plans and evals
    • Employee Training
    • Hiring Center
      • Create job requisitions
      • Manage applicant status
      • View applications for employment
      • Schedule interviews
      • Reports
    • Designate workflow alternate
    • View Employee information
      • View employee email address
      • View employee phone numbers
      • View employee emergency contacts
      • View/modify visa information
    • Track agency property
  • Access HR Stats as of July 2007
    • 1,182,000+ calls received by Convergys staff at the access HR service center through Interactive Voice Response (IVR) phone system
    • Self-service transactions
      • 23,274 New hires
      • 21,652 Separations
      • 942,798 Applications for employment submitted
      • 56,362 Job requisitions
      • 207,814 Courses successfully completed
      • 700,000+ Leave requests and approvals
      • 1,477,000+ Pay checks processed
      • 43,224 Users with direct deposit        
  • Change Management & Communications
  • Change Management & Communications
    • Primary objective was to prepare HHS leaders and employees for the access HR changes, ensuring maximum acceptance and adoption
    • Objectives accomplished through
      • Leadership alignment
      • Employee communications
      • End-user training
      • Feedback loops
  • Access HR Training Supplemental Learning Instructional Videos 50-100 Job Req Coor & Work Scheduler 85-100 15-50 4,300 45,000 “ How To” Tips Self-Service Learning Glossary Agency SMEs Managers/ Supervisors HR/Payroll State Retained Process, Policy, System Knowledge Transfer Session Town Hall Conference Calls & Interactive Web Sessions Frequently Asked Questions (FAQs) Online Demonstrations User Guides Quick Reference Cards (QRC) Knowledge Delivery Employees HR/Payroll Readiness                                           TRAINING
  • POSE
    • Employees are asked, via email, to participate in a Point of Service Evaluation (POSE) study to assess performance of access HR. The POSE
      • Quantifies employee satisfaction with the service provided
      • Identifies opportunities for process improvement
      • Provides balanced feedback to reinforce Convergys' commitment to continuous improvement
    • POSE response rate is 25%, slightly above the industry average
    1,606 Mar–May 2007 13,706 Total 1,618 Dec-Feb 2006-07 1,583 1,660 1,731 1,997 1,891 1,620 Surveys Sept-Nov 2006 Jan – Apr 2006 Mar – May 2006 Dec – Feb 2005-06 Sept-Nov 2005 Jan – Apr 2005 Period
  • POSE – Survey Questions
    • POSE survey questions include
    • How would you rate the quality of your experience with the access HR service center?
    • What was the primary reason for your contact?
    • How would you rate the specialist who handled your call/the e-mail response that you received from the access HR service center?
    • How would you rate the amount of time you spent on hold waiting to speak to a specialist?
    • How would you rate the length of time it took to receive a response to your e-mail?
    • What is the single most important thing that the access HR service center could do to improve the service it provides HHS employees?
    • Was your question or issue resolved by the access HR service center to your satisfaction?
    • Based on this specific experience with the access HR service center, how likely are you to recommend access HR’s services?
  • Change Management
    • Transition to the service delivery model
      • Anger
      • Denial
      • Confusion
      • Acceptance and Exploration
  • Achieving Return on Investment
  • Achieving ROI
    • Addition of over 200 new, online administrative training courses reducing cost associated with sending employees to live training classes
    • Ability to add and modify direct deposit accounts online driving an increase in the use of direct deposit and reducing the overall cost for the production and distribution of manual checks
    • Elimination of the production and distribution costs of earnings statements and leave balance reports now available online
    • Reduction of paper usage and costs for HR actions, employee data maintenance, job posting requisitions and applications for employment
    • Reduction in production of W-2 reprints due to increased accuracy of employee address information
  • Achieving ROI
    • Improved technology skills for HHS employees through the use of self-service
    • Improved data accuracy and access to employee information
    • Increased compliance and standardization
      • Standard electronic approval process for all online transactions
      • Online edits driving the enforcement of state requirements and HHS policies and procedures
      • Manager and employee accountability for data accuracy
    • Improved ability to drive talent into the organization
      • Online application for employment
      • Hiring managers have quick access to applications for employment
      • Ability to clone job postings
      • Push job postings to free websites
  • Looking Back… Moving Forward…
  • Looking back…..Challenges
    • Aggressive timeline during great organizational change
    • Stakeholders - focusing on facts and data to align stakeholder understanding of the project
    • Business continuity at expected service levels during transformation
    • Changing internal business processes
    • Resistance to change and adoption of self-service tools
    • Communicating to and preparing end-users for self-service and business process changes
    • Infrastructure (e.g. computer workstations, computer server capacity )
  • Looking Back…..Success Factors
    • Executive leadership, dedicated and committed state HR, Payroll, and Time/Labor/Leave staff
    • Project structure and governance
    • Standardized human resource, payroll and time/labor/leave business requirements documented and implemented in PeopleSoft HRMS
    • Standardized HHS HR manual
    • Business process change documentation and publication
    • Change management, continuous communications, detailed help/user guides, quick reference guides, and checklists
    • Consolidation of administrative functional areas (HR and Payroll)
  • Moving Forward….Operations & Administration
    • Vendor relationship and contract management
      • Weekly meetings with vendor and state
      • Issues tracking and escalation process
      • Service level agreements
      • POSE results
      • Monitoring and oversight of business applications, system improvements and testing, and IT infrastructure
    • Change Control Board
      • Members include vendor, state business owners, and customers
      • Customer Service Requests: system modifications, business requirements, technical design
    • Change management
      • Customer Interface Team: customer representatives provide feedback, issues, and recommendations for system improvements
      • Communications: electronic newsletters, articles posted on employee portal
      • Employee/Manager Training: web-based training, user guides, quick reference checklists
  • Thank You Questions????