Human Resources & Payroll Services
Focus Group Feedback 2008
Action items

  • Accessibility, Communications, Customer Service & Problem Resolution
  • Reminders were sent to team members to use "out of office" and update voice mail messages to include contact information.  Directors will provide reminders to staff quarterly.
  • Payroll Services is in the process of obtaining lower work station panels/dividers so staff can be more visible to customers, while maintaining security requirements given confidential payroll system/information access.  Delay is due to cost of replacing current panels; waiting for lower panels to become available.
  • HREO has changed the reception area layout, moving the receptionist desk closer to the entrance and making it more directly visible to walk-in customers.
  • Payroll director and payroll specialist attended Non-resident Alien compliance training for three days in November 2008.
  • Payroll has created internal distribution lists for ease of communication to specific employee groups on campus.
  • Combined Payroll/HREO PAN workshops/training were offered on February 19, 2009; will continue to include on HREO annual campus training calendar.
  • Additional workshops offered in 2008 and to be included on HREO annual campus training calendar include:  EEO in Recruitment; Recruitment and Hiring process; Classification workshop; Benefits Overview; Compensation Programs; and Diversity seminars. .
  • HREO & Payroll Services will work with the Partners in Campus Business Operations (PCBO) Committee coordinator to get on the agenda to address new and/or on-going questions/issues related to Payroll and HREO processes.
  • PAN Process Improvement is an identified goal for the 09/10 Strategic Plan.
  • HREO has implemented an internal tracking log to ensure PANs that reach HREO are logged-in for better tracking.
  • HREO & Payroll staff will be reminded quarterly of the 24 hour response/acknowledgement time standard when responding to emails and voice mail messages/requests.  Customer service response time will be discussed as part of all employees' performance expectations.
  • Payroll Services placing greater focus on proactive communications.  Examples include: calling individual employees when an additional check is available outside of normal paydays; emailing student employment date guidelines, holiday time reporting requirements, paydays and direct deposit posting dates when date lands prior to or after last day of month and sending hardcopy leave credit statements on a semiannual basis.
  • Payroll Services is in the process of drafting a Q & A section for their web site which will be published in the summer of 2009.
  • HREO began collecting HR metrics and providing internal activity reports, which will be expanded in 09/10 in the following areas:  Recruitment/Selection activity; Classification & Compensation; Turnover reports; Labor Relations; Information Requests; Leaves of Absence.
  • HREO will review and update their department contact lists (employee's name, extension, location, and area of expertise) so customers can more easily identify who to contact for specific questions.  Payroll updated and posted this information on the web in Fall 2008, maintains regular updates on the web and provides change of department notifications to impacted areas..
  • HREO Reception area compiled data on most frequently asked questions and will  develop standard responses to ensure that information provided is complete and consistent.