HR Service Levels and Escalation Processes
As part of HR’s service delivery model, our People Processes and Solutions team manages all day-to-day, transactional, people-related activities.
Overview
As part of HR’s service delivery model, our People, Processes, and Solutions team manages all day-to-day transactional people-related activities.
HR strives to maintain high quality service standards for reports to-managers, employees and candidates/applicants. Our goal is to achieve operational and process excellence with a commitment to client service.
Please consider that the most important thing you can do to ensure timely processing of your HR transactions is to submit your requests well in advance of the effective date of your hire/change and well before payroll deadlines. We regularly experience high volumes of transactions which can be date sensitive and appreciate your patiences.
Please refer to the information below on our service levels and answers to your more commonly asked questions.
With the high volume and broad variety of transactions reviewed by the team, please expect a turnaround time of at least 3 – 5 business days for time-sensitive transactions (see section below for more information how we prioritize requests). General inquiries or future dated transactions may take longer to resolve.
Please note: While we are always busy, our peak periods are April, September and January. During this time, we are typically strained to meet the normal customer service levels, please consider this when putting forward requests for processing and submit your requests and transactions well in advance.
Requests sent to HR are often date-sensitive and our team makes every effort to prioritize the following requests:
- Requests made before system cut offs (see section on ‘HR Transactions in PeopleSoft and Payroll’ below for more details)
- Requests that impact an employee’s next pay
- System access to ensure employees can perform their work
- Requests for offer letters (salaried hires)
Transaction that are not as date-sensitive may have longer approval periods. We will strive to accommodate, but cannot guarantee, last minute requests.
Please consider the dates outlined in the payroll calendar for cut off periods for time entry and pay sensitive transactions. We are dedicated to completing any HR related transactions received before these deadlines (in relation to the pay calendar), but appreciate more time. We will always try our best to try and accommodate last minute and urgent requests especially for pay sensitive matters or where people need system access to start their jobs. Please note that less time sensitive transactions (e.g. future dated hires, reports to or accounting updates, general inquiries, etc.) may take a bit longer to process if volume are high
When engaging with HR/Finance by email, you will first get an automated notice that your email has been received by the Service Now system. Please be patient while our team works through the queue as quickly as they can to address all incoming messages.
Please help avoid duplicate tickets by sending your email to one of the common HR email addresses. If needed, teams will reassign tickets to the correct area.
Once an agent has picked up your email, you will either get a response from them directly or get an email with a ticket number for your reference. Which means your request has been escalated and assigned to another team to complete.
Once you have received the email with the ticket number, send all status updates and inquiries by REPLYING to the email with the ticket number. This ensures your questions / comments are linked to your existing ticket in your existing place in their queue.
If you have not heard from an advisor or received a ticket number and would like to inquire about the status of your email, please DO NOT send a new email, as this creates multiple tickets and delays in processing. Instead, it is much more effective to call UService at 403.210.9300 and they will track down your email / ticket, expedite if necessary and provide you a status update.
Peak periods for the team are April, September and January. During this time, we typically are strained to meet the normal customer service levels, please consider this when submitting requests for processing and submit your requests well in advance.
Our Team Leads and Case Manager are responsible for managing workloads and responding to requests and inquiries on a timely basis. By using ServiceNow’s ticketing system, we have visibility to requests submitted through UService or through our shared process specific email accounts. See the sections on questions and follow up or dealing with urgent matters or escalations if you have related questions.
Once you have received the email with the ticket number, send all status updates and inquiries by REPLYING to that email . This ensures your questions / comments are linked to your existing ticket in your existing place in their queue.
DO NOT send a new email for status updates as that will only create a new ticket, not connected to the original and will be at the bottom of the queue.
If you have not heard from an advisor or gotten a ticket number yet, and would like to inquire about the status of your email, please DO NOT send a new email, as this creates multiple tickets and delays in processing. Instead, its much more effective to call UService at 403.210.9300 and they will track down your email / ticket, expedite if necessary and provide you a status update.
Please phone UService at 403.210.9300 if your request is urgent and they will track down your email / ticket, expedite if necessary and provide you a status update.
The HR People Processes & Solutions Team receives and processes thousands of requests/transactions each month. Prioritization is given to ensuring employees have the appropriate status to able to perform their work and employees are paid the correct amount on a timely basis.
Typically, we request you follow up and escalate issues by contacting UService by phone 403.210.9300 (to avoid multiple tickets and confusion).
If you have a concern about the timeliness or quality of work by our team, escalations can be addressed through:
Email: Karen Goodwin, Case Manager, People, Processes and Solutions
Call: 403.210.6128 (call may be sent to voicemail or forwarded to cell phone)
Email: Kyle Fraser, Manager, People, Processes and Solutions
Call: 403.220.7478 (call may be sent to voicemail or forwarded to cell phone)
Email: Louise Percy, Director, People Processes & Solutions
Call: 403.210.9622 (call may be sent to voicemail or forwarded to cell phone)