The APQC Blog

Evaluate Your HR Shared Services Performance

When managed well, HR shared services organizations (HR SSOs) can reduce HR costs, while maintaining or increasing the quality of HR services delivered. But, how do you know if your HR SSO is fully delivering on these benefits? APQC has two new resources that can help you assess the performance of your HR shared services organization (HR SSO).

Take APQC and ScottMadden’s 2nd Annual HR Shared Services benchmarking survey.

At the conclusion of the study, all survey participants will receive a summary report. The report will provide reliable data that you can use to compare your organization’s key HR shared services metrics to those of your peers.

Survey is now closed. Please see more on HR Shared Services here.

While you wait for the results to come in, check out the findings from last year’s survey which are included in a new APQC content collection.

The HR Shared Services Collection contains benchmarks on:

  •    total service center cost per employee served,
  •    total customers per service center headcount,
  •    average speed to answer,
  •    employee to supervisor ratio,
  •    first contact resolution rate, and
  •    annual portal hits per 1,000 employees.

It also contains information on:

  •    the specific technologies used by service centers,
  •    the contact channels that are available to service center customers,
  •    the charge-back methods used to bill HR service center customers, and
  •    the HR services offered in-house versus outsourced.

Whether your organization has a well-established HR shared services center or has just transitioned to an HR shared services delivery model, these resources will give you the data you need make the business case for future investments in the HR shared services approach.

Not an APQC member? You can still complete the survey and receive the results report. The HR Shared Services Collection is available for free to APQC members. Nonmembers can find some free benchmarks and insights in my earlier blog post, Big Differences Found in HR Shared Services Center Performance.