HR Shared ServicesIn

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 NationalTo deliver a customer focused NationalShared Service to support front-line healthShared Service to support front-line health

service deliveryservice delivery

Shared Services in the HSE

• National Directorate established in 2005National Directorate established in 2005• Scoping Project undertakenScoping Project undertaken•Decision to embed within functionsDecision to embed within functions• HRSS established in 2007HRSS established in 2007

Our scope of services

• National Recruitment Services (NRS)National Recruitment Services (NRS)• National Pensions Management (NPM)National Pensions Management (NPM)•National Personnel Administration (NPA)National Personnel Administration (NPA)alsoalsoRegional Library Service, Health & Safety – Eastern Region, Regional Library Service, Health & Safety – Eastern Region, Payroll (to be transferred to Finance)Payroll (to be transferred to Finance)

Our centres of operations

• Dublin

• Manorhamilton

Aims of HRSS

• Reduce cost duplicationReduce cost duplication•Enable economies of scaleEnable economies of scale•Foster centres of knowledgeFoster centres of knowledge•Facilitate shared expertiseFacilitate shared expertise•Drive consistency in the way things are doneDrive consistency in the way things are done

The employee journeyEmployee Journey

Entry Career Leaving

Rec

ruitm

ent

PAPa

yrol

lSu

pera

nnua

tion

Line

M

anag

erEm

ploy

ee

Carry out selection and contracting

process

Create and scan

employee file

Set up employee

record

Update employee

record

Verify service and calculate pension

entitlement

Commence payment

Register employee for

pension purposes

Agree start date

Resign Post

Accept resignation

Manage & develop

employee

Deliver mid career & pre retirement planning

Process promotions

Agree start date

Update and maintain

employee service record

Set up pension

record and payment

Submit application

Remove from payroll

Curr

ent H

RSS

serv

ices

The way we were•Multiple locationsMultiple locations – each health board had its own distinct HR – each health board had its own distinct HR Service and the associated departments (Recruitment, Personnel Service and the associated departments (Recruitment, Personnel Admin, etc)Admin, etc)•Lack of standardisationLack of standardisation over multiple areas over multiple areas•Multiple processing sitesMultiple processing sites for transaction processing and for transaction processing and information repositories which in turn duplicated effortinformation repositories which in turn duplicated effort•Risk of various interpretationsRisk of various interpretations of policy and implementation of of policy and implementation of policy resulted in different terms and conditions for employeespolicy resulted in different terms and conditions for employees•Difficult to source dataDifficult to source data and manage performance over multiple and manage performance over multiple areasareas

Early focus•Establish ResourcesEstablish Resources•Establish MandateEstablish Mandate•Establish confidence of clientsEstablish confidence of clients•Education of staff and clientsEducation of staff and clients•Documentation of processDocumentation of process•Who Does What / SLA’sWho Does What / SLA’s•Create environment of measurementCreate environment of measurement•Customer FocusCustomer Focus

Recruitment today• All recruitment activity consolidated into one centre of All recruitment activity consolidated into one centre of operationoperation• Consolidated model of recruitment establishedConsolidated model of recruitment established•Development of new recruitment modelDevelopment of new recruitment model•Single source of reportingSingle source of reporting•SLA’s in placeSLA’s in place•Centralised advertisingCentralised advertising•Centralised Garda VettingCentralised Garda Vetting•Talent Pool ManagementTalent Pool Management

NRS

Recruitment Metrics / Successes•WTE reduced from 260 to 60WTE reduced from 260 to 60•4,388 posts filled since June 20094,388 posts filled since June 2009•Time to hire reduction by 70%Time to hire reduction by 70%•Reduction in cost per hire by 55%Reduction in cost per hire by 55%•783 posts filled for the development of Primary care teams, 783 posts filled for the development of Primary care teams, Disability / Cancer ServicesDisability / Cancer Services•Recruitment of additional 200 social workers (Ryan Report)Recruitment of additional 200 social workers (Ryan Report)•National Nurse Campaign – expected candidate pool in excess of National Nurse Campaign – expected candidate pool in excess of 10,000 / NCHD Recruitment10,000 / NCHD Recruitment•Agency contract – potential success of saving €33m in full yearAgency contract – potential success of saving €33m in full year

NRS

Pensions Management

NPM

•Payment of pension benefits commenced for all new HSE retirees Payment of pension benefits commenced for all new HSE retirees (pensioners) with retirement dates on or after January 1(pensioners) with retirement dates on or after January 1stst 2010 2010•Prototype of HSE National Pension Register, associated forms and Prototype of HSE National Pension Register, associated forms and business processes introduced from January 2010 by HSE National business processes introduced from January 2010 by HSE National Pensions Management. Pensions Management. •Enhanced tools and processes to automate service verification for Enhanced tools and processes to automate service verification for Non Officers, retirement benefits calculations. Non Officers, retirement benefits calculations. •Service Level Agreements prepared (Payroll/Finance and Service Level Agreements prepared (Payroll/Finance and HR/Services to support Shared Service model) HR/Services to support Shared Service model)

Pensions Management transition plan

NPM

J A S O N D J F M A M J J A S O N D J F M A M J J A S O N D

Project Start Date

Go Live Date

7 5 3.5 7 4.5 6 5.5 38.5

Total Potential

WTE

HSE Pensions Management Consolidation Timelines

2010 2011 2012

Area 1

Area 2

Area 3

Area 4

Potential WTE To Be Freed Up Locally

Area 5

Area 6

Area 7

Pensions Management key results / Metrics

NPM

• Single national reportingSingle national reporting• Transition of VHSS from DOHCTransition of VHSS from DOHC• Facilitation of national projects – recent VER/VRS packageFacilitation of national projects – recent VER/VRS package•An increase in pensioners paid by NPM from 2,127 in 2009 to An increase in pensioners paid by NPM from 2,127 in 2009 to 4,054 at the end of 2010 and to 5,066 today4,054 at the end of 2010 and to 5,066 today•€€52.69m paid on the pensioner payroll at end of 201052.69m paid on the pensioner payroll at end of 2010•€€93.455m paid in lump sums in 201093.455m paid in lump sums in 2010•The lump sums were paid to 1,969 individualsThe lump sums were paid to 1,969 individuals

Personnel Administration

NPA

• Established in Sept 2010Established in Sept 2010•Management structure in place and workplans 2010/2011 Management structure in place and workplans 2010/2011 underwayunderway•Document management project in place – objective is to have all Document management project in place – objective is to have all personnel files scanned by Qtr 3personnel files scanned by Qtr 3•Employee set-ups centralisedEmployee set-ups centralised•National Career Break RegisterNational Career Break Register•Management of Central Transfer ProcessManagement of Central Transfer Process

Scorecard Example

Scorecard ExampleNPA - Activity

0

10

20

30

40

50

60

70

80

90

Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11

Month

Act

ions

No. of set ups

Change of contractual Hours

Monitoring of dates

Freedom of information

Incremental Credit

Probation

Employee data / fi le

Secondments

Res ignations

Query Handl ing

Reporting

Verifi cation of service

Absences / Temporary leave

Scanned personnel fi les

Service Level AgreementsWhat 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 re-alignment 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 YouThank You

HR Shared ServicesIn

The Health Service Executive