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  •   MassHR Employee Service Center

    MassHR Employee Service Center (ESC)

    HOURS OF OPERATION:  
    6:30 am – 5:30 pm Monday through Friday

    Telephone:  617-979-8500 OR 
    Toll Free: 1-855-4HR-SPPT (1-855-447-7778)
    Fax: 617-248-0686
    Telecom Device for the Deaf
    TTY: 617-248-0546

    MassHR ESC Twitter Icon

    E-mail: MassHREmployeeServiceCenter@State.MA.US
    Mailing Address:

    MassHR ESC
    19 Staniford Street 6th Floor
    Boston, MA 02114

    The mission of the MassHR Employee Service Center (ESC) is to contribute to making the Commonwealth of Massachusetts the best public sector employer in the country.  We do this by delivering human resource services that are customer-centric and efficient, allowing agencies and employees to focus on agency mission critical work.

    By promoting and supporting self-service through a shared services model, we empower employees to meet their HR needs independently, with timely, reliable and consistent support.

    The MassHR’s Employee Service Center (ESC) provides a single point of contact for all employee Self-Service support.

    The ESC will be ready to assist you with the following:

    ♦ Identify your Employee ID
    ♦ Ask questions about Employee Self-Service features including Self-Service Time and Attendance (SSTA)
    ♦ Reset your Employee Self-Service password
    ♦ Enter your time if you are unable to do so
    ♦ Ask questions about Employee Self-Service features including Self-Service Time and Attendance (SSTA), updating employee information, verifying leave balances, etc.
     

      Online Learning and Support Tools

    Online training (eLearning courses) and step-by step job aids are available to help employees successfully navigate and use the Employee Self-Service application.

    Go to Online Learning and Support Tools page

      MassHR ESC Service Scorecard

    At the MassHR ESC, we strive to create to culture of continuous improvement through which we will:

    ♦ Improve processes to enhance efficiency and reduce costs
    ♦ Encourage improvement in our culture
    ♦ Implement improvement ideas from employees and leading practices
    ♦ Coordinate and manage improvement opportunities to maximize efficiency and effectiveness

    To that end, the MassHR ESC has developed a Service Scorecard to measure the effectiveness and productivity of the Center and to drive accountability.

    ESC Service Charter Scorecard 

    July 2014 (Metrics for June 29, 2014 - July 26, 2014) pdf format of July 2014 (Metrics for June 29, 2014 - July 26, 2014)

    June 2014 (Metrics for June 1, 2014 - June 28, 2014) pdf format of June 2014 (Metrics for June 1, 2014 - June 28, 2014)

    May 2014 (Metrics for May 4, 2014 - May 31, 2014) pdf format of May 2014 (Metrics for May 4, 2014 - May 31, 2014)

    April 2014 (Metrics for March 23, 2014 - May 3, 2014)  pdf format of April 2014 (Metrics for March 23, 2014 - May 3, 2014

    March 2014 (Metrics for February 23, 2014 - March 22, 2014)  pdf format of March 2014 (Metrics for February 23, 2014 - March, 22,

    February 2014 (Metrics for January 26, 2014- February 22, 2014) pdf format of February 2014 (Metrics for Jan. 26, 2014- Feb 22, 2014)

    January 2014 (Metrics for December 29, 2013 - January 25, 2014) pdf format of January 2014 (Metrics for 12/29/2013 - 1/25/2014)

    Please find the Previous ESC Service Charter Scorecards

      Customer Feedback

    We welcome feedback and suggestions from our customer and business partners.  If you have a suggestion that would improve the customer experience on the MassHR ESC website, please feel free to send it to us by using our Customer Feedback Form