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Over the last five years the Commonwealth’s Human Resources community has engaged in multiple independent studies to analyze our HR business practices and to identify barriers to effective and efficient HR service delivery. Consistently, the studies concluded that we have a very talented and knowledgeable workforce. But our HR service delivery model was labor intensive, was being delivered inconsistently across agencies and we had underinvested in technology.
In response, the MassHR project was established. The launch of Self-Service Time and Attendance and the MassHR Employee Service Center mark the first step toward our mission to streamline self-service time entry through technology and the restructuring of our HR service delivery model via shared services provided by the MassHR Employee Service Center.
MassHR Employee Service Center Opening
Pictured: Lana Jerome, ESC Director, Matthew Hale,
Asst. Director Office of Employee Relations,
Jay Gonzalez, ANF Secretary and
Paul Dietl, Chief Human Resources Officer
This significant milestone could not have occurred without the support and partnership of Governor Patrick and Secretary Gonzalez. In January 2010, Governor Patrick issued Executive Order 517 and charged the Executive Department HR community with implementing a plan to enhance the efficiency and effectiveness of human resource service delivery. Secretary Gonzalez has met regularly with the MassHR Executive Committee to provide leadership and support to ensure our success. And finally, the collaborative support of the HR community from agencies and departments across the Executive Branch with the MassHR project team has helped to ensure that business needs and interests are being met. I am sincerely appreciative of agency and department leadership for supporting the time many of you have spent collaborating with us on this effort.
While MassHR is a multi-year initiative, I am excited about this first step. And, I am very confident that the next implementation will be as momentous.
Have a great day,
Chief Human Resources Officer
Commonwealth of Massachusetts
- Implementation – SS TA Rollout #2.
“Go-live” Summer 2012
- Change Management Approach Rollout #2
- Communications - Started 4/30 (ESC & Non-ESC specific)
- Weekly ePostcards
- MassHR Website updates (as needed)
- Readiness - Agency Engagement
- Liaison Meetings (Started 3/1)
- Agency Delivered EE Transition Meetings (Beginning 6/4)
- Project Team Delivered Approver Transition Meetings (Beginning 5/29)
- Agency/College Delivered Transition meetings (Beginning 6/4)
- Training – ESC & Non ESC specific
- Online Learning (Beginning 5/21)
- Presenter Training for Employee Transition Meetings (Beginning 5/29)
- HR/Payroll Staff Training (Beginning 6/4)
In this issue…
CONTACTS & FEEDBACK
MassHR Communications Lead
Deidre Travis Brown
Tell us what you think…
Since its launch on Wednesday, April 25th, the MassHR Employee Service Center (ESC) has been busy answering calls and providing customer service to employees with questions concerning Self-Service Time and Attendance (SS TA). The ESC serves as a central point of contact to assist employees in the 10 agencies that began using SS TA in April, and is gearing up to support approximately 8,000 additional employees in agencies that will go live with SS TA this summer.
To date, the majority (63%) of calls coming in to the ESC have been general inquiries about time and attendance. An additional 21% of inquiries have been SS TA password re-set requests. The remaining inquiries include time entry requests, prior period adjustment requests, and other more specific questions.
The MassHR ESC is committed to providing excellent customer service and has employed the latest in telephony technology and other tools to monitor their performance and work to continuously improve the service they deliver. Among several metrics, the ESC tracks the number of calls they receive, caller wait time, and length of time to problem resolution. Nearly 75% of employee inquiries are resolved during the first contact with the ESC, with 90% resolved within 4 hours, and all inquiries resolved within 3 days. User feedback has been extremely positive. To date, 95% of customers rate the service they have received as very good or excellent.
Lana Jerome, Director of the MassHR Employee Service Center, is excited about how the new ESC team has come together. She explained, “The group has quickly adopted a team approach to serving our customers and has embraced a focus on continuous improvement.” When not answering calls, ESC Specialists can be found reviewing open cases, analyzing information from closed cases, and sharing information among team members in order to increase everyone’s knowledge.
What happens when you call the ESC?
- An ESC Specialist first authenticates the caller by asking identification questions.
- Next, the Specialist listens to the caller’s question and opens a case.
- Specialists work to resolve the question and close the case immediately if possible (for example, re-setting the caller’s password). Sometimes Specialists need to research a question or refer the question to HR/Payroll at the caller’s agency.
- When a case is resolved, the caller is notified by email. In the email, the ESC requests that the caller complete a brief online survey
CONTACT THE MASSHR EMPLOYEE SERVICE CENTER:
MONDAY THROUGH FRIDAY, BETWEEN 8:30 A.M. AND 5:30 P.M.
617-979-8500 | TOLL FREE: 1-855-4HR-SPPT (1-855-447-7778) | TTY: 617-248-0546
Self-Service Time and Attendance and Employee Service Center: Lessons Learned from the April Rollout
Readiness is a key indicator of a successful project implementation. For the April rollout of Self-Service Time and Attendance, many agency readiness activities, and tasks were completed to prepare employees for the deployment of the new self-service time and attendance application and the launch of the MassHR Employee Service Center.
In preparation for the April Rollout, the SS TA/ESC Change Management Team engaged in a partnership with agency liaisons to provide information and support to employees in their respective agencies. Together, we developed and distributed ePostcards, conducted Transition Meetings (system demos) and held meetings to get employees ready for the transition. Employee feedback has indicated that the information was welcomed, and the tips provided bolstered their understanding of Self-Service Time and Attendance and the MassHR Employee Service Center.
Since the April 25th “Go Live” date, the April Liaisons and the Change Management Team continue to meet to provide ongoing support. Also, we are now partnering to share these lessons learned with the Rollout #2 Agency Liaison team.
Recently, we sat down with the April Agency Liaisons to review lessons learned. Figure 1.1 outlines feedback and insights we have gained. All of these will be applied to Rollout #2 scheduled this summer.
APRIL ROLLOUT - LESSONS LEARNED
- Employee ePostcards, System Demos, Posters, the MassHR Employee Website: These tools were used to educate employees about the SS TA and ESC implementation, what to expect up to and during the implementation and key dates to remember.
Lesson Learned: Keep it Simple. Over the course of the April rollout, the ePostcards were simplified and shortened to get to basic information an employee would need.
- Password Expired – The first time and employee logs into the SS TA application they are prompted to change their password. New users of the system were concerned that they never set up a password and were surprised by the prompt to change their password.
Lesson Learned: Logging in is the first step in the process of using the SS TA application. Greater emphasis should be made in the Transition Meetings and demonstrations to prepare employees to successfully complete this step.
- Current Reporter Data in HR/CMS is Critical – On the day of “Go Live,” the ESC received multiple telephone calls from employees who were not able to access their online timesheet. An assessment of the issue revealed that updates to assigned self-service work schedules had not been completed. The HR/CMS Maintenance Team and the ESC collaborated with the agencies to correct the issue.
Lesson Learned: During the HR/Payroll Training course and in the Liaison meetings, the Project Team emphasize and re-emphasize the activities that must take place in HR/CMS prior to and just after “Go Live” including updates to self-service workgroups, work schedules, time reporter data, and rule element data.
This month, we would like to introduce you to Audrey Shelley, Assistant Director of the MassHR Employee Service Center. Audrey brings a wealth of experience to her new position at the ESC. She has worked in HR in the Commonwealth for over 20 years, beginning at the Department of Youth Services, and then moving to the Executive Office of Health and Human Services before joining the MassHR Project Team in December of 2011 to help create the service delivery model now in place at the MassHR Employee Service Center. Known for her wit and caring nature, Audrey is a great coach to the ESC staff and a trusted leader on the team. When asked about her new job, Audrey replied, “It can be challenging to build a brand new organization, but I am proud to be part of the ESC and the work we have started to transform how HR services are delivered to Commonwealth employees.”
Self-Service Time and Attendance and the Employee Service Center will be implemented in three phases between Spring and Fall 2012. All Executive Department agencies will participate along with several Independent Agencies and Constitutional Offices. Following is the Rollout #2 (Summer 2012) participant list.
Executive Department Agencies
• Administrative Law Appeals Division
• Appellate Tax Board
• Civil Service Commission
• Criminal History Systems Board
• Department Of Agricultural Resources
• Department Of Children And Families
• Department of Early Education and Care
• Department of Higher Education
• Department Of Telecommunication And Cable
• Department Of Transitional Assistance
• Developmental Disabilities Council
• Division Of Banks
• Division Of Insurance
• Division Of Professional Licensure
• Division Of Standards
• Executive Office Of Economic Development
• Executive Office Of Education
• George Fingold Library
• Group Insurance Commission
• Mass Commission For The Blind
• Mass Commission for the Deaf and Hard of Hearing
• Mass Office of Business Development
• Mass Rehabilitation Commission
• Massachusetts Marketing Partnership
• Massachusetts Office On Disability
• Office Of Consumer Affairs And Business Regulation
• Parole Board
• Public Employee Retirement Administration
• Teachers Retirement Board
Independent Agencies/Constitutional Offices
• Appeals Court
• Board of Bar Examiners
• Commission On Status Of Women
• District Attorney Association
• Mass Cultural Council
• Mental Health Legal Advisors
• Office Of The State Treasurer
• Sheriffs Department Association
• Victim And Witness Assistance Board
State Universities/Community Colleges
• Berkshire Community College
• Bunker Hill Community College
• Bridgewater State College
• Bristol Community College
• Framingham State College
• Fitchburg State College
• Greenfield Community College
• Holyoke Community College
• Massasoit Community College
• Mass Bay Community College
• Mount Wachusett Community College
• North Shore Community College
• Quinsigamond Community College
• Roxbury Community College
• Salem State College
• Springfield Technical Community College
• Westfield State University