HR Service Delivery Charter

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1 HR Service Delivery Charter January 2015

2 1 Work to the Service Charter standards Employee Records Contracts of employment Renewals HR Admin Terminations UK Visa and Immigration Equality and diversity Research careers Development Leadership & Management development Staff Development Organisational Development PCUTL Support the HR Charter HR for IS HR for HR Support and advice for departments and divisions OSD HR Admin Professional Services HR MIS Payroll HR s in the Colleges Work to the Service Charter standards Managing data Report production Statutory Reporting FOI requests System Admin Policies, ER & Projects Work to the Service Charter standards Payroll Benefits Pension (with finance) PAYE NI Sick and Maternity Support the HR Charter HR Support and advice for schools and colleges OSHEU (sits in HR) Pensions (sit in Finance) Support the HR Charter Compensation and Benefits Employee Relations Policy Development Projects

3 2 Work to the Service Charter standards Employee Records Contracts of employment Renewals HR Admin Terminations UK Visa and Immigration Equality and diversity Research careers Development Leadership & Management development Staff Development Organisational Development PCUTL Support the HR Charter HR for IS HR for HR Support and advice for departments and divisions OSD HR Admin Professional Services HR MIS Payroll HR s in the Colleges Work to the Service Charter standards Managing data Report production Statutory Reporting FOI requests System Admin Policies, ER & Projects Work to the Service Charter standards Payroll Benefits Pension (with finance) PAYE NI Sick and Maternity Support the HR Charter HR Support and advice for schools and colleges OSHEU (sits in HR) Pensions (sit in Finance) Support the HR Charter Compensation and Benefits Employee Relations Policy Development Projects

4 Introduction The Human Resource (HR) Service Centre aims to provide a comprehensive service across the University, aligning activities to ensure we support The Way Forward ambition by delivering a reliable service that is on time and accurate. On Time and Accurate The purpose of this Service Charter is to outline the key services that will be provided and the quality standards we commit to in terms of service delivery. Our commitment to continuous improvement In this document we outline our commitment to deliver within set timescales. In addition we have identified what excellence looks like to ensure we continuously drive the service improvement to support our ambition in The Way Forward strategy. Our overall aim is to delight those who use the HR service The HR Service Centre commits to support the University to deliver The Way Forward by supporting activities that ensure the: Right People in the Right Place at the Right Time We commit to review our delivery standards and Service Charter at regular frequencies in addition to the formal annual review this will ensure we are continually improving and striving for excellence together with benchmarking our performance against external organisations that operate best practice HR. HR Service Centre delivery targets The HR Service Centre commits to deliver the following agreed targets and principles: Employee transactions conducted by the HR Service Centre are implemented timely and accurately Reports requested from the MI team are timely and in the format requested Outside agencies receive mandatory reports from MI by the agency deadline or regular schedule and in the format required (example: HESA) Employees will be paid in a timely manner and accurately 3

5 Recruitment activities will be supported in a timely way ensuring suitable attraction strategies are implemented Employee payroll deductions and taxes are remitted to the appropriate agency/vendor accurately and timely Newly hired or newly benefits-eligible employees have up-to-date and accurate information Provide support for all HR queries Provide an efficient and effective support service to the University Our The HR Service Centre consists of three areas which are HR Administration, Payroll and Management Information (MI). Payroll HR Admin MI The service standards committed to by the HR Service Centre reflect the service provided at the point that a request is submitted to the HR Service Centre through one of the mechanisms detailed below ( , phone or hard copy). Whilst we have outlined the minimum time required to submit information, local processes at School / College / Professional Service level need to be factored in before submission to the HR Service Centre. 4

6 Our service and contacting us Opening Hours HR Service Centre opening hours are 9.00 a.m. to 5.00 p.m. Monday to Friday For appointments, please telephone Our addresses For requests regarding payroll: For all other requests: To raise a service issue, please mark the Service Issue in the subject line and send to: Phone HR Service Hard copy Our telephone number (Internal ext: 79777) Our Address Human Resources Cardiff University 10 th & 11 th Floor Newport Road Cardiff, CF24 0DE HR Technology Systems Kenexa is our e-recruitment system. Core is our integrated HR & Payroll system Note access to Core is restricted during certain periods to secure payroll runs. These dates are published on relevant pages of the intranet: https://intranet.cardiff.ac.uk/staff/directories/teams/view/67700-people-service-centre VSM is our Service Management System which generates a unique reference number for each request. This system operates using a tracking mechanism for all requests made of the team. 5

7 Reference number is generated immediately an is received, or work request logged The work request is checked at the time of processing and if incomplete the originator will be advised within the target SLA stated If the information needed to complete a work request is incomplete or incorrect, an will be sent to the originator outlining the information needed to progress this, and that request will be kept open for a further 2 working days. When the information is completed the SLA clock will be reset. If the originator does not complete the additional information required then the request will be closed and an sent to the originator confirming the status as closed 6

8 Service Level Commitment Where timescales are given in days, this is working days Request Type Action by School/ College or Employee (notice required)* Target SLA by HR Excellence HR Output Comments / Notes RECRUITMENT Redeployment advert External advert (standard) External advert (non-standard) Submit approved requisition with both English and Welsh tabs completed Review any redeployment applicants and confirm completed by (within 2 days from redeployment closing date) Review any redeployment applicants and confirm completed by (within 2 days from redeployment closing date and at least 5 days prior to publishing deadline) 3 days 48 hours 3 days 48 hours To meet the relevant publishing deadline Advert posted on redeployment portal Advert posted on standard websites Advert posted on standard websites and in requested publications All roles must be advertised on redeployment for one week Standard advertising locations are Cardiff University, Universal Job Match (Job Centre), and jobs.ac.uk (Grade 5+) Advert will be placed automatically be placed in the standard advertising locations (see above) NOTES All requisitions will be advertised in external publications for 4 weeks as standard to ensure requirements for UKVI are met. Any request to advertise for a shorter period will be approved by the College HR Manager as part of the standard approval process through the e-recruitment system. Information on deadlines for commonly used publications can be found at: https://intranet.cardiff.ac.uk/staff/directories/teams/view/67700-people-service-centre 7 *Note these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System

9 Request Type Action by School/ College or Employee (notice required)* Target SLA by HR Excellence HR Output Comments / Notes New starter contract (no CoS) Submit completed appointment form through Kenexa (at least 10 days before required start date) 5 days 48 hours Contract produced and issued to new starter New starter includes internal secondments and new jobs within CU New starter contract (CoS required incountry) Submit completed appointment form through Kenexa stating need for CoS (at least 30 days before required start date) 10 days 5 days Contract issued with CoS number (College HRM to assign CoS) NEW STARTER New starter contract (CoS required outof-country) Visa check Contract commencement Submit completed appointment form through Kenexa stating need for CoS (at least 10 days prior to the next 5 th of the month) Employee to make appointment with HR Service to present documents (appointment to be no later than day before start date) Employee to return contract and required forms, School to obtain references (by 3 rd of effective month) 5 days 48 hours 1 day By 9 th of effective month Contract issued with CoS number (College HRM to assign CoS) Document check undertaken in line with UKVI requirements Record commenced and approved for payment in Core UKVI deadline for CoS request of 5 th of every month, contract request must be submitted with at least 10 days notice to meet this deadline or roll over to next month Start date will be delayed until day after documents provided, if not provided before intended start date Start dates on or after the 20 th will not be eligible for payment in the month they commence but will receive pro-rated payment for all work in their second month 8 *Note these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System

10 Request Type Action by School/ College or Employee (notice required)* Target SLA by HR Excellence HR Output Comments / Notes HONORARY / EMERITUS Honorary Title (Category A) Honorary Title (Category B) Emeritus Title Submit completed Honorary Title Nomination Form, approved by College PVC/COO, and CV Submit completed Honorary Title Nomination Form, approved by College PVC/COO, references and CV Submit Emeritus Form approved by College PVC / COO 15 days 5 days 15 days 5 days 15 days 5 days Honorary Title confirmation letter issued Honorary Title confirmation letter issued Emeritus Title confirmation letter issued 9 *Note these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System

11 Request Type Action by School/ College or Employee (notice required)* Target SLA by HR Excellence HR Output Comments / Notes CONTRACT RENEWALS Contract renewal (FTC or OERF) Renewal acceptance Submit Fixed Term Review Record, Appointment Form and financial approval (at least 35 days before commencement of new contract) Employee to return signed contract letter and where necessary complete all subject to conditions (by 3 rd of effective month) 10 days 5 days By 9 th of effective month Renewal letter issued to employee Record commenced and approved for payment in Core If documents are received after the 3 rd of the effective month, employee will be treated as a rehire and processed in the next pay period Where 35 days cannot be met due to external funding constraints this may result in the individual having to be treated as a re-hire in line with legal requirements of HMRC and the employee. Where this happens, the employee will receive a P45, which will need to be returned. Where employee has signed the Fixed Term Review Record this will not be required. Renewal dates on or after the 20 th will not be eligible for payment in the month they commence but will receive pro-rated payment for all work in their second month 10 *Note these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System

12 Request Type Action by School/ College or Employee (notice required)* Target SLA by HR Excellence HR Output Comments / Notes EXTERNAL SECONDMENTS Secondment agreement Agreement confirmation Submit secondment request and appropriate details of secondee (15 days before start date of secondment/extension) External agent signs and returns secondment agreement (10 days from receipt of agreement) 15 days Issue secondment agreement to external organisation File confirmed secondment agreement 11 *Note these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System

13 Request Type Action by School/ College or Employee (notice required)* Target SLA by HR Excellence HR Output Comments / Notes CONTRACT CHANGES Confirmation of change Change acceptance Submit Notification of Change form and associated financial / HR approval (at least 10 days prior to start of change) Employee to return signed contract letter and where necessary complete all subject to conditions (by 3 rd of effective month) 10 days 5 days By 9 th of effective month Issue letter confirming details of the change Record commenced and approved for payment in Core Where employee has signed the Notification of Change this will not be required. Start dates on or after the 20 th will not be eligible for payment in the month they commence but will receive pro-rated payment for all work in their second month 12 *Note these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System

14 Request Type Action by School/ College or Employee (notice required)* Target SLA by HR Excellence HR Output Comments / Notes ALLOWANCE & SALARY CHANGES Confirmation of change Change acceptance Submit Notification of Change form (or other appropriate documentation) and associated financial / HR approval (at least 10 days prior to start of change) Employee to return signed contract letter and where necessary complete all subject to conditions (by 3 rd of effective month) 10 days 5 days By 9 th of effective month Issue letter confirming details of the change Record commenced and approved for payment in Core If received by the 3 rd of the effective the adjustment will be made for that month s salary. If not, the adjustment will be held until the next month Where employee has signed the Notification of Change form this will not be required. Start dates on or after the 20 th will not be eligible for payment in the month they commence but will receive pro-rated payment for all work in their second month 13 *Note these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System

15 Request Type Action by School/ College or Employee (notice required)* Target SLA by HR Excellence HR Output Comments / Notes MATERNITY, PATERNITY & ADOPTION Confirmation of entitlement Planned change of dates Employee provides statutory form (MATB1)/adoption matching certificate and CU request form (Maternity at least 15 weeks before due date) (Adoption no later than 7 calendar days after confirmation of matching) (Paternity 15 weeks prior to the baby due date or no later than 7 calendar days after confirmation of adoption matching) Employee provides statutory notification of change (4 weeks before new start date) 15 days 10 days 15 days 10 days Issue confirmation of entitlement and leave Issue confirmation of changed start date Start date is confirmed by local admin updating Core with absence details must be completed by 9 th of effective month for payments to be altered, otherwise payment changes will be held until the next month Unplanned change of date Employee provides notification of baby s early arrival (as soon as possible) 15 days 10 days Issue confirmation of changed start date 14 *Note these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System

16 Request Type Action by School/ College or Employee (notice required)* Target SLA by HR Excellence HR Output Comments / Notes OTHER HR ADMIN (NOT PAY RELATED) Employee confirmation External confirmation Relocation expenses Employee sends request confirming details and date required (15 days before required) External agent sends request confirming details and date required (15 days before required) Employee submits claim form and associated receipts 15 days 5 days Request considered in order received 5 days 10 days Issue confirmation to employee Issue confirmation to external agency Process claim for payment e.g. mortgage references, statement of earnings, visa confirmation letters, insurance claim information, jury service, special leave requests e.g. as above plus ONS surveys, etc. Customer to be sent an with expected timescale for completion 15 *Note these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System

17 Request Type Action by School/ College or Employee (notice required)* Target SLA by HR Excellence HR Output Comments / Notes Termination confirmation (Redundancy) Redundancy Committee approved terminations submitted (15 days after meeting) 15 days 10 days Issue termination letter (including loss of office amount & payment date) issued to individuals LEAVERS Resignation/ retirement Submit employee s resignation letter, with leave balance up-todate in Core (at least 10 days prior to leaving date) 10 days 5 days Issue letter confirming leaving details and action final payments If documents are received after the 9 th of the effective month, leaver data will be processed in the following month End of fixed term contract Submit completed Fixed Term Review record confirming recommendation to terminate (20 days prior to contract end date) 10 days 5 days Issue termination letter and action final payments Settlement agreements will be dealt with on an individual basis in consultation with the College HR Business Partner 16 *Note these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System

18 Communications Our commitment is to ensure we keep people informed regarding the progress of their request. Progress Status Response Time Response Content New work request received Within 2 hours of receipt confirmation and unique reference number together with a hyperlink to the SLA document Work in progress Work completed, awaiting approval within SLA timescale confirming In progress within SLA timescale confirming complete and awaiting approval Work approved and completed (SLA clock stops at this point) Request for further information made by the HR Service Centre (SLA clock reset when complete information received) Service issue raised/ escalation of issue Request which will exceed the agreed timeline in SLA Completed within SLA target Customer given 2 days to complete information request or open new request 2 hours acknowledgement of receipt 48 hours resolved unless otherwise agreed with originator At least 1 day prior to SLA expiring confirming Approved, completed and ticket closed Request closed after 2 days with to say request closed and requesting new ticket to be opened confirming receipt Telephone call to agree actions and resolution explaining delay and outlining a new completion time with opportunity to escalate as a service issue 17

19 Transparency in service delivery Our commitment to report on Service Levels will provide the detail required to ensure that the HR Service Centre team are delivering and identifying areas for improvement and focusing on the service they need to provide. Monthly reports will be published enabling detailed understanding for each School, College and Professional Service against the KPI s identified. This will include: Number/percentage of transactions against number of service issues Number/percentage of transactions achieved within SLA and against Excellence Number/percentage of requests received outside of the SLA Number/percentage of transactions with incomplete/incorrect information Employee perception (via HRBP feedback and suggestions/comments system) Call volume (by number of requests) Note the HR Service Centre is currently exploring options to gain wider feedback from our service users. Employee commitment We ask that all users of the HR Service Centre consider the timelines outlined in the relevant SLA and by working to timelines this will enable the team to deliver the service needed by the business. Where there is an anticipated high volume activity, such as business reorganisation, early notification with timelines will enable resources to be established to ensure timely management of the requests. Service issue process Should there be occasion where we fail to meet either the timeline agreed or the quality of service required please send an marked Service Issue, or telephone stating service issue, and this will be dealt with as a priority. 18

20 Request received Request assigned Activity completed Request closed Time/ quality issue? No No further action Yes Complete remedial action Resubmitted as service issue Assigned to leader/dept Head epartment Contact originator and agree (in SLA) Step one Service issue is logged in the VSM system (if resolution can be achieved at this point then it is actioned) and the completed action confirmed and the request is closed Step two The service issue will then be forward to the Leader to be resolved. If this can be resolved immediately the Leader will do so. If further information is required or it requires further time to resolve, the Leader will contact the originator to agree resolution and time to complete, obtain more information or resolve at this point. If the customer is satisfied the request can then be closed Step three If the customer is not satisfied that the leader has resolved the issue, the issue is escalated to the relevant Manager (HR Service Centre) to resolve following step two. If 19

21 escalated to this level a detailed investigation is completed and a written response provided to the customer. Step four If the customer is not satisfied that the Manager has resolved the issue, the issue is escalated to the HR Business Partner (HR Service Centre) to resolve following steps two and three. If escalated to this level a detailed investigation is completed and a written response provided to the customer. Step five If the issue has not been satisfactorily resolved at this point, it is escalated to the Head of HR Operations. All communications which are escalated to this stage need to be raised within 28 calendar days of getting the written response from step 4. At this stage consideration will be given to moving the complaint into the more formal University processes. Where there are process learnings the team will ensure the continued improvements of the standard operating procedure are updated to reflect the process improvements identified. 20

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