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RECIPIENT: Michigan Michigan’s Human Resource (HR) Optimization Project
Michigan's Human Resource (HR) Optimization Project is an interdepartmental initiative to increase the effectiveness and efficiency of statewide HR services delivery, by building upon the state's centralized HR management system. This project resulted in an enhanced self-service internet application, a centralized data store, a multi-tiered service center and the redesign and realignment of numerous human resource processes.
Beginning operations in August 2004, the system produced $2 million in savings in the first year and over $4.8 million in the second year. The projected five-year savings is $28 million, while delivering improved service. Partners included the Governor's Executive Office; Departments of Civil Service, Management and Budget, Information Technology, the Offices of the State Employer and State Budget as well as the statewide community of agency HR offices. "The goals of increasing efficiency and saving money, while at the same time maintaining high customer service ratings, required us to fundamentally change the way we deliver HR services in the state. In collaboration with our partners in the HR and IT communities, we took this opportunity to streamline business processes and to leverage and apply technology in a strategic manner to meet our goals. With the dedicated efforts of many, we delivered the project ahead of schedule and under budget and are receiving consistently high levels of satisfaction from our MI HR customers." James Farrell, State Personnel Director and Project Manager, State of Michigan
The overall objective is to encourage employees to resolve HR issues via self-service and direct access to HR information, while at the same time providing responsive support. A three part approach is used:
Online self-service provides about 47,000 active employees (about 85 percent of the workforce) with internet access at work or home, offering more than 70 menu items, including direct update functionality. The service center serves over 55,000 employees and handles up to 1,000 calls daily. It provides 27 routine HR transactions that transitioned from agency HR offices, and is a primary point of contact for statewide activities.
This intensively collaborative effort moved from design to operation in just over one year, delivering the services ahead of schedule and under budget. The success will continue to pay dividends regardless of variations in budget and resource environments. This is enabled, in part, by establishing trust and opening new lines of communication between central and agency HR offices. In the future, additional functions are expected to transfer to MI HR or similarly-conceived service centers with even greater savings and successes.
NOMINATIONS: Click on the link to download program submission.
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