News & Research: Client Successes

Case Study: HR Service Delivery Model Assessment and Insourcing

ScottMadden worked with an energy client to assess its HR service delivery model and evaluate the option to insource benefits administration from the current outsourcer.

• The company's HR service delivery model consisted of centralized and decentralized components, which resulted in duplication of effort and lack of coordination
• Benefits administration was outsourced by HR
• uService delivery costs, including labor, overhead, and vendor costs, were high

• Built a business case for moving to a best practices HR service delivery model and defined the scope of services for an employee service center
  
• Assessed technology needs and evaluated potential vendors
• uFacilitated the transition of services from the outsourcing vendor to the internal organization
• uDeveloped a change management plan to address changes in job responsibilities for both HR and field staff as a result of the implementation
• uOutlined a strategy for performance management including the regular use of metrics
• uDeveloped service level agreements with customer groups and IT for ongoing support

• uAchieved a successful launch on schedule
• uImproved customer satisfaction through better response times and personalized service
• uReduced outsourcing costs providing short-term annual savings of approximately $250,000, with a potential for greater savings in future phases