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)
Telecom Device for the Deaf
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.
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
April 2014 (Metrics for March 23, 2014 - May 3, 2014) file size 1MB
August 2013 (Metrics for July 27 – August 24, 2013) file size 1MB
May 2013 (April 21 – June 01, 2013) file size 1MB
April 2013 (Metrics for March 24 – April 20, 2013) file size 2MB
March 2013 (Metrics for February 24 – March 23, 2013) file size 4MB
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.