Service Level Catalogues

                                 ACTIVITY                                           SERVICE LEVEL TARGET
                                    LGAQ annual report, ABS reporting,
                                    McArthur Annual Salary Survey
                                    Review, other business reporting
                                    Audit and Compliance for all employee        As required (or as advised
                                    changes of terms and conditions,             internal/external audit)
                                    relevant delegation, EDRMS, payroll
                                    controls
                                    T1 HRIS system administration,               Fortnightly
                                    including payroll function,
                                    organisational management, and
                                    employee status changes, new
                                    employees, terminated employees.
                                    Document and provide procedures and
                                    processes for improvement and
                                    maintenance of the system.
 Reactive activities                Payroll governance enquiries – award         Within 1 business day
                                    interpretations, taxation, salary rates,
                                    salary packaging, and child support
                                    deductions etc.
                                    Calculations for end of service              Within 2 business days
                                    entitlements, statement of services,
                                    Centrelink documents
                                    Payroll deduction authority                  Within 2 business days
                                    Applications to purchase leave               Prior to EOFY
                                    Employee Status Change online                Within payroll cycle deadlines
                                    requests

 Payroll Processing
 [Activities include daily entry for timesheet employees, timesheet adjustments, payroll processing and payments to
 employees and to other institutions for compulsory superannuation and other authorised deductions]
 Scheduled activities                    Payroll Function and associated         Fortnightly
                                         activities
                                         Timesheet entry                         Daily
                                         Superannuation payments to provider     Fortnightly
 Reactive activities                     Pay enquiries                           1 business day
                                         Termination payments                    Day of Cessation

 KEY SERVICE METRICS
 Cost of service
 Transactions                            2021/22          2020/21          2019/20             2018/19
 Line entries                                74445            68254            68584               81958
 Timesheet adjustments                        2853             4890             5759                9352
 Total                                       77298            73144            74343               91310

 Employee Costs                             145458           179946             146518           146651
                                               1.88             2.46               1.97             1.61

 PERFORMANCE MEASURE
 Service          Indicator                   Performance Measure                Methodology
 Pay corrections  Performance                 Number of payroll corrections      Pay corrections are required for a
                                              required fortnightly due to        number of reasons however those
                                              payroll error 1 per fortnightly    due to human error that are not
                                              pay (512 staff as at 27 June       picked up through checking should
                                              2021)                              not exceed 1 per pay or 0.02%

                                                                                 *Less than 0.05% is reported as
                                                                                 acceptable KPI


Endnote

* Qld Shared Services Annual Report 2018