Introducing a Better Human Resources Customer Experience... HR Client Services!

January 16, 2025

An improved focus, an enhanced experience, a better name!

The HR Shared Services Department, the customer service division of the University's Office of Human Resources, has been hard at work behind the scenes, reorganizing to enhance overall effectiveness by improving customer support, streamlining operations, and adapting to the needs of University clients.

As a result of this work, much of it based on recommendations made by the Huron Consulting Group, the Office of Human Resources is excited to announce the following changes:

Nametag reading "HELLO MY NAME IS Client Services"

Our new name:

Moving forward, HR Shared Services will be known as HR Client Services, to reinforce our focus on our clients and your needs.

Structural changes:

On July 1, we changed our organizational structure, moving our Data Team under the operations of our HCM Solutions department. This has allowed the HR Client Services department to focus solely on improving customer service for our clients across the University.

Improvements in handling inquiries:

Did you know that we receive more than 45,000 inquiries a year in HR Client Services? To handle the sheer volume of inquiries more efficiently and effectively, we are escalating more complex inquiries directly to the subject matter experts in our OHR functional units and the Payroll Department. Representatives in HR Client Services will focus on first tier inquiries received through our online and phone systems. Call Center studies indicate that this will improve response times and get you, the client, a quicker resolution.

Technology Enhancements Launching in January

HR Client Services has been working with Pitt IT to develop some exciting new technology-driven advances to deliver a better client-focused experience. The following enhancements will be launched on Jan. 21:

  • The HR Self-Service website will allow individuals to view real-time status updates on their OHR inquiries and to add comments to them. The case owner will be notified each time a comment is added, allowing for greater transparency and quicker communications with clients. The link to this new feature will be located on our Contact OHR page (new cases will continue to be submitted there).
     
  • new phone system, powered by Amazon Connect, will allow us to better serve our clients. It features expanded menu selections with abbreviated URLs allowing clients to help themselves prior to submitting cases.  We’re also adding additional staff to the phone lines to allow you to speak with a representative when you call.

Even more enhancements are in development as we continue to work toward improving your experience!