Client Activity:

Public Sector

Headline:

Payroll input accuracy increased to 97%

Background

The Payroll Process was intended to deliver pay accurately and on time with consistency and resource efficiency.
It was inefficient; there were many checks and data was not right first time 64% of the time. As a result the end to end cycle time was 3 times longer than as designed. Staffs managing the process were demoralised and frustrated and employees were often dissatisfied by the service they received. Training and development suffered. Audit impact was significant and department reputation was adversely impacted. Recruitment and retention of Payroll staff was also adversely impacted.

Action

- Detailed VOC and stakeholder analysis carried out to determine customer requirements
- Process value stream mapping completed with input from all involved with the end to end process
- Data relevant to the process was gathered and analysed
- Root causes identified by project team
- Plans to address route causes planned and implemented
- Results monitored and measured
- Controls installed to maintain improvements
- Blueprinted techniques for problem solution applied to other process within HR by the project team

Result

- Non value added process steps removed resulting in an 85% reduction of process steps
- Right first time payroll input increased to 97%
- Complaints reduced significantly
- Staff job satisfaction levels improved