Payroll Satisfaction Survey - A Timesheet Analysis

Transcription

1 Payroll Satisfaction Survey You Said, We Listened! Introduction Part of Contract Scotland s company ethos is to find the most simple and effective methods of working. We always strive to improve efficiency where we can. To gain a better understanding of how our payroll processes work in practice, gain an insight into our workers perception of the Payroll Team, and to help us identify areas where we could streamline in the future, we produced a payroll satisfaction survey. This was issued to a cross-section of our workforce at the end of Areas Surveyed Areas surveyed included confidence in the knowledge of the payroll team (99% positive), accuracy, efficiency and flexibility of the team and its processes (92-100% positive), and accuracy, timing and frequency of payments made (100% positive). A variety of welcome, positive comments were made about the Payroll Team throughout the survey. The survey results gave us confidence that our workers are consistently pleased with the standard of service they receive from our Payroll Team (the members of which have 23 years experience in a payroll environment between them) which is fantastic feedback for us. We also asked for comments in how we could improve our current service. The survey highlighted areas where we could simplify some of the administration required to get our workforce paid each week. We welcomed all suggestions for consideration, and have been working to improve our service for the last 12 months. Main Areas of Improvement Feedback indicated we could improve the efficiency of our invoicing, and that offering a selfbilling system would eradicate some of the administration required in producing a weekly invoice. We researched this further and found this service was an easy and effective one to operate, so we implemented with immediate effect. All Limited Company freelancers now have the option to enter into our free self-billing agreement. This provides Contract Scotland with the authorisation to raise the invoice automatically, removing the need for this to be submitted as a separate document. Very effective! We implemented a system for our PAYE workers where they can indicate on their timesheet whether any holidays taken are to be paid, without the need for a separate holiday request form. This again removes the need to fill in additional paperwork. From the comments provided, the consistent theme was to provide a fully electronic, automated payroll service. As over 80% of our workers currently submit their timesheet via this should be a straightforward process for the majority of our workforce. We are currently working on this and will implement our brand new automated payroll service in We found this an extremely useful exercise, and will be undertaking future surveys to ensure we continue to provide a high standard in the payroll service we offer, and make it as userfriendly for our temporary workforce as possible.

2 Payroll Satisfaction Survey Results Timesheets Easily Understood Well Presented Quick to Complete Requests Only Relevant Information Strongly Agree/Agree Neither Agree nor Disagree Disagree/Strongly Disagree A high level of satisfaction (90% plus either strongly agreed or agreed with the ease of understanding, presentation, ease of completion and relevance of information). Timesheet Deadlines 3% 97% Aware Unaware Out of the 88 that answered, 97% knew the timesheet deadlines of 5pm meaning this is well publicised and understood by our workforce. Reasonableness of Timesheet Deadline 7% 2% 91% Reasonable Unreasonable No Opinion 91% are in agreement that it is reasonable, with 7% saying no, and 2% having no opinion. An understanding of why it is deemed unreasonable needs to be obtained, which will be included in future surveys.

3 Timesheet Submission Methods 0% 19% 81% Fax Post 81% of our temporary workforce submits their timesheets via , with 19% by fax. Nobody relies on the post at present. An understanding of whether workers still fax their timesheet as they don t know they can it would be useful. This will be included in future surveys. Text Message Timesheet Reminder Effective 1% 4% 30% 65% Effective, but too impersonal Innefective, due to lack of phone, reception etc N/A as have not received 65% of those surveyed believed the test message was an effective method of advising their timesheet is outstanding. Additional Forms for Holidays and Expenses 45% 17% 38% Change to Seperate Forms Keep Current System No Opinion Confidence in Knowledge of Payroll Team 0% 1% 99% Yes No No Opinion

4 99% of those surveyed said they had confidence in approaching the payroll team, which is excellent news. Raising Payroll Queries with the Payroll Team 1% 71% 28% Yes No Don't Know 28% of those surveyed said they had raised a payroll query with the payroll team. Those answering yes were asked if they were satisfied with how it was handled. 0% 0% Very Satisfied 26% Satisfied 74% Dissatisfied Very Dissatisfied All workers that raised a payroll query with the Payroll Team were pleased with how it was handled. The Payroll Team to continue to provide a high level of service by consistently updating their knowledge and understanding of new and existing legislation to ensure the team remains the first port of call for worker s queries. Comments on Payroll Team and Processes Accuracy of Information Efficiency of the Payroll Service Simplicity of the Payroll Process 10 0 Very Good Good Fair Poor Very Poor N/A Flexibility of the Payroll Process Almost 100% of workers believe the accuracy, efficiency simplicity of the payroll process are either very good or good, which is a welcome result. Hopefully the minor flexibility issues will be resolved by implementing an automated timesheet system.

5 Accuracy, Timing and Frequency of Payment Very Good Fair Good Poor Very Poor N/A Accuracy Timing & Frequency All workers surveyed believed the accuracy, timing and frequency of payment was either good, or very good, which is fantastic news. Systems Improvement Comments:- Self Billing. This is done by some agencies and eliminates the need for an invoice each week. A box on the timesheet so as to confirm when you are taking holiday pay or unpaid leave. A digital timesheet submission system would be a possible improvement to your service. Are you able to set up an online system for submitting timesheet? this is something i have used when with another contract company and it sped up the whole procedure. Can be done completely on line and authorised by client rep. No need for paper copies or scanning and signatures aren't required. Often it is not possible to get a signature on site before the deadline. An electronic version of the timesheet would be beneficial. Very happy with the present system. The only change would be to go totally electronic. Payroll Team Comments:- I find the payroll team very helpful and always cheery a very nice department No issues even after 8 years, pay is always paid on time and I don't remember it ever being wrong once. Very impressed. Keep up the good work. From my experiences payroll are providing an excellent service as is. The issue is quite often getting the timesheet signed at client side, or IT in getting it through to you. Without the support of your payroll team i would have missed a number of

6 payments. They really do make working for a difficult client a bit easier. In fact they deserve a day off. For further information on our payroll provision please contact Carolyn Murray Carolyn.murray@contractscotland.co.uk