HR Helpdesk

HRMS Team

Objectives
Time frame HR business process Get client feedback on HR service Enhance the quality and speed HR departmental response Highlight hidden issues to be resolved

Implementation factors
HR Service is time framed HR service speed should be accepted Control mechanism should be placed

Implementation options
Intranet: Using the IT Helpdesk option with extra:
Time framing Client approval log Service timing and approval charted reporting

Implementation options
MS-Outlook option: Create HR Helpdesk account; tasks are assigned to HR Helpdesk, HR Helpdesk assigns tasks to the right HRD employees, he (HR Helpdesk) monitors task completion, send results to client upon completion and issue activity report,.
Concern here is to manage the HR Helpdesk database to issue complete reporting and enforce request time-framing to meet our departmental performance objectives The activity report can be published to intranet for executive view and constant monitoring.

MS-Exchange option: assuming we have at least MS Exchange 2000 Standard option; we can implement the whole work flow using standard MS Exchange working flow designing tool (I have ExchangeWFD software).
Concern here that I either get the (Can run workflow) privilege or BSD should take over the design responsibility. This option will include an inclusive form and workflow will enforce time-framing and approval process. The activity report can be published to intranet for executive view and constant monitoring. Concern here is that this solution lacks the triggering mechanism where the HR Helpdesk should interact with an intranet portal to check requests rather than receiving them (as tasks), then use email and phone communication media to convey the tasks to pertaining action-owners Question here is what time-framing controls and reporting tools available? May require additional server resources (database)

Intranet option: similar to IT Helpdesk.

MS Exchange HR Helpdesk solution

HRD
Task Accept request
Dated Receipt and promised date for task completion

Employee

HR Service Completion Process

Divisional /Exec. Secretary

Task Assign Request to HR Approval

Task Assign Accept Request Task Assign request to HRD x

HR Helpdesk Officer HR task Completion Process report Activity Report Executive

Payroll Personnel PR Admin GIS Training Rec. inquiry Personal file Security

Publish to intranet Access to leadership and HRD Managers team