In the past few years, human resources departments have begun integrating service level agreements into their shared services centers as part of their overall HR strategy – not just for outsourcing deals only – as had been done in the past.
HR departments have evolved into a more strategic part of a firm’s growth, and so must have a strategy in place to provide a road map to focus resources – which service level agreements and their metrics help provide.
Service Level Agreements (SLAs) are formal agreements negotiated between HR service providers and users of HR services. The purpose of SLAs is to clarify roles, responsibilities and expectations of HR staff and their clients (employees) with regards to services provided such as benefits, compensation and employee relations. Another crucial part of SLA Management for organizations is the HR metrics component – providing data including: staffing and healthcare costs, absence rates, training and turnover information, and other HR metrics – to assist with more insightful business decisions.
SLAs have become an integral part of an HR Shared Services Solution – providing the ability to create an unlimited quantity of SLAs to support both a wide variety of human resources processes, and employee groups. The Proactive SLA component of Neocase’s Neocase HR features the ability to automatically assign the proper SLA to a case, calculate and assign a deadline, and prioritize the case for the agent within their overall case-load.
A configurable rules engine, populated with the organization’s business rules, streamlines and automates the processes of case transfer, upcoming deadline notification and timely resolution. SLA dashboard interfaces provide intuitive displays showing SLA case status via at-a-glance graphical views – instantly displaying case priority so agents can pro-actively fulfil SLA requirements. And for managers and team leaders, Performance Analysis Reports show current SLA achievement rates through a variety of metrics – with the ability to quickly “drill down” through the data presented – to get a more comprehensive look at SLA achievement rates, and overall HR metrics.
Proactive SLA Management and metrics provide an at-a-glance view of how a business’s HR department is faring in real-time – the goal of which is to improve HR effectiveness. An HR Service Center that leverages the tools provided with SLA Management can customize service offerings to meet customer needs – realizing enhanced efficiency, productivity and results.