HRCMS Service

Fulfillment: 80% within timeframe determined by EOTSS following requirements gathering and guidance from HRD and CTR.

Customer

• Responsible for adhering to the EOTSS Standard Rules of Engagement.
• Responsible for submitting accurate information during the intake and discovery process.

Control Agencies (HRD and CTR)

• Responsible for ticket escalation to Tier III as required to complete customer request.
• Responsible for providing priority guidance to EOTSS HRCMS Technical Team.
• HRD: Responsible for answering Human Resources & Time and Labor policy related and HRCMS functional questions.
• CTR: Responsible for answering Payroll policy related and HRCMS functional questions.

EOTSS HRCMS Technical Team:

• Responsible for working with Control Agencies to determine priority and scope of service request.
• Once all requirements are collected/finalized following intake and discovery, EOTSS will determine the appropriate SLE for the request and communicate to the customer.
• Responsible for fulfilling and closing the request per the customer’s requirements.