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Employee Resource Center Standard Briefing

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Employee Resource and Information Center - Increase customer satisfaction

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Employee Resource Center Standard Briefing

  1. 1. Putting the pieces of customer service together<br />Employee Resource and Information Center (ERIC) <br />Delivering World Class Solutions, Service, and Satisfaction<br />Stephen A. Moffett<br />Sr. Director, Advance Programs <br />& Corporate Development <br />
  2. 2. 2<br />Employee Resource and Information Center<br />ERIC serves as a center of excellence providing a single point of contact for managers, supervisors, employees and potential new hires to obtain products and services. One call to ERIC’s toll free number connects your employees and customers to a wide variety of services and information. <br />ERIC is a multi-channel Contact Center. Service requests are initiated via telephone, email, TTY & Fax. Hours of operations are based upon customers’ needs (from 8 hours a day to 24 hours a day), we can accommodate. <br />All facilities/systems, including the secure service center facility in Huntsville, Alabama, are designed and maintained in accordance with OMB, FISMA, and NIST Guidance and have all NIST 800-53 controls in place for  moderate/high systems. <br />
  3. 3. Employee Resource and Information Center<br />A Quality Assurance Team along with a Report Website provides process reviews and workforce analytics. <br />FPMI’s ERIC & Payroll and Personnel Operations services allow you to focus your resources on important mission-related activities rather than time-consuming payroll and personnel office processing of customer inquiries -- a cost-effective alternative where maintaining experienced staff is a challenge. A customer service approach that focus on results and customer satisfaction.<br />ERIC is an invaluable communications delivery service that allows your organization to disseminate information on new policies, procedures, and management announcements quickly and ensures standard messaging to all levels of your organization. <br />3<br />
  4. 4. Employee Resource and Information Center (ERIC)<br /> A Customer Service approach that enables staff to focus on mission by centralizing information and employee services - Thus Increasing Customer Satisfaction and Employee Satisfaction<br />Its “People Help”<br />Your people are the most important part of your business<br />
  5. 5. Rapid Implementation<br />ERIC can be operational in as little as 6 weeks to disseminate information and provide services to support:<br />Employee Services – Employees can receive answers to questions about pay, time and leave, benefits, employee rights and obligations, jobs, as well as training, security, health and safety.<br />Building Closures<br />Government Travel<br />Assisting Employees with Disabilities<br />Completion of Job Applications, other forms, order specialized equipment<br />Pandemic Inquires<br />Safety and Workers Compensation<br />Financial Disclosure Inquires and Processing<br />Personnel Security<br />Employee Surveys<br />5<br />
  6. 6. Continuity of Operations Plan (COOP). <br />Plan for Payroll Continuity<br />Make ERIC part of your Continuity of Operations Plan (COOP). FPMI Payroll and Personnel Operations Center an extended service of ERIC which can insure that payroll will continue and employees will get paid timely and accurately in event of a disaster.<br />ERIC can serve as a central location to disseminate crisis management procedures and inform individuals of their responsibilities.<br />6<br />
  7. 7. Payroll and Personnel Operations Center (PPOC)<br />FPMI’s Payroll and Personnel Operations Center (PPOC) an extension of ERIC provide all transactional support to your organization from hire to retire. Staffed with HR Practitioners ensuring on e stop service to your HR inquires and payroll resolution. <br />ERIC and PPOC expedite payroll error resolution, increases customer satisfaction, and reduces number of Tier II service requests being elevated. <br />7<br />
  8. 8. Personnel and Payroll Operations Center (PPOC)<br />Servicing Customer Needs from Hire to Retire<br />FPMI’s PPOC allows you to focus your resources on important mission-related activities rather than time-consuming payroll and personnel office processing<br />
  9. 9. Management Information Reports<br />A Quality Assurance Team along with a Report Website provides process reviews, reporting, and workforce analytics.<br />Operational Reports (Work load Inventory)<br />Trend Analysis <br />Performance Metrics<br />Reports based upon Service Level Agreements<br />9<br />
  10. 10. Questions<br />If you have any questions or required additional information please contact:<br /> FPMI Solutions, Inc.<br /> Stephen A. Moffett<br /> Sr. Director Advance Programs and Corporate Development<br /> 703-960-7000<br /> smoffett@fpmi.com<br />10<br />

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