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Level of Service Catalogue 2019-20
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SERVICE LEVEL
ACTIVITY
TARGET
Human Resource Business Systems
[As module owner of all HR technology systems design, test and evaluate applications, participate in software
upgrades in conjunction with Information, Communications and Technology Branch and contribute to identifying
opportunities for continuous improvement of relevant business systems]
Scheduled activities System upgrades T1 Modules – Payroll, MyHR Twice yearly
(employee kiosk); Performance Management, online
recruitment and online learning etc.
Training system for generic corporate training Review annually
(minimum)
Change management and support for the 2 business days
implementation of new modules
Reactive activities Enquiries/requests for assistance 2 business days
Training documentation and support 2 business days
SERVICE DELIVERY MODEL
The service is delivered internally with external services utilised as required in providing expert industrial relations
advice, recruitment, and provision of development and training and employee wellbeing programs.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Recruitment costs per position $1432 per position $3500 per position by
(FY2017/18 126 positions filled\actual costs) Leading Roles for standard
FY 2017/18 position recruitment and
- 612 interviews $10-$14 000 for
- Program costs $40500 executive/specialised
- Employee Costs $140000 (proportion of employee recruitment campaigns
costs)
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Customer satisfaction survey Customer Improvement from previous Improvement from previous
(Corporate Services and Satisfaction performance performance
Executive Services 2017)
Staff Survey Customer Improvement from previous Improvement from previous
Satisfaction performance performance
(2018 result – 4.03 out of 5)
(2017 result – 3.84 out of 5)
Page 113
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