Creation of a Shared Service Centre for the HR of a Public Service Organisation

 

The Issue

A public service organisation was facing the following issues:

• Replicated and redundant HR processes in different related divisions
• Need to update an obsolete salary calculation system
• Intended creation of a shared service centre

The organisation required our assistance, as it would have been difficult to meet these challenges with their internal resources.

Our Approach

The project has been split into several phases:

• Phase 1: Assessment of the current situation and verification, if the shared service centre is a relevant opportunity
• Phase 2: Conception of the shared service centre’s architecture
• Phase 3: Creation of the shared service centre including e.g. process design, definition of Service Level Agreements, logistic aspects and impacts on the human resources
• Phase 4: Implementation and follow-up

Along this project, we particularly focussed on change management aspects like:

• Understanding the expectations of every person involved
• Informing the people as much as possible to overcome their reluctance
• Training and coaching the staff members of the shared service centre to ensure efficient operation in the new environment from the first day
• Providing further training and coaching to HR leaders who would work with the shared service centre in the future

The Outcome

As the anticipated timeframe for the project exceeds two years, the work is still ongoing. Currently, the following steps have been successfully concluded:

• A completed as-is situation describing the processes in each division
• A synoptic that shows which processes can be consolidated in a shared service centre, and to what extent.