Designing an HR Team to Support an Exceptional Employee Experience

The Enterprise Project is transforming how the university does business through modern systems, services and processes. HR Service Delivery, one initiative within the Enterprise Project, is creating a new HR model with the right people in the right HR roles, and at the right place, within the university.

What is HR Service Delivery?

HR Service Delivery is:

  • Designing what and how HR services will be delivered
  • Defining consistent HR roles for the future
  • Designing the technology and analytics to support the delivery of HR services
  • Providing development and training to support the transition
  • Creating one shared HR service center for certain activities

HR Service Delivery is not:

  • Cutting costs by eliminating positions
  • Centralizing all of HR

“HR Service Delivery will increase the ease, consistency and effectiveness of HR at Ohio State,” said Kimberly Shumate, Associate Vice President for Strategic Initiatives in the Office of Human Resources. “This work ultimately supports an exceptional employee experience.”

The Enterprise Project team, in partnership with HR leaders across campus and the Wexner Medical Center, has made significant progress. To date, the university has identified the HR moments that matter most to employees, evaluated the HR capabilities needed for Ohio State and created a best-practice HR operating model.

Ohio State Employee Moments that Matter

Clear Career Pathways: Ohio State employees want to understand their career path options and the skills they need to get there.

Leadership Development: Ohio State employees want to feel supported by their managers and other university leaders.

Becoming a Buckeye: Ohio State employees want to feel a part of the broader university and their individual unit after onboarding.

Life Events: Ohio State employees want appropriate resources and support during major life events.

Current HR Service Delivery activities include detailed organizational design. In short, detailed organizational design means identifying the right place for work to be completed. The goal is to design a structure that enables Ohio State to meet strategic HR priorities, including an exceptional employee experience, consistency across the institution and a reduction in HR-related risks.

The outcomes of the detailed organizational design process will include HR services and activities assigned to future HR roles, high-level job summaries incorporating identified skills and responsibilities and methods for tracking success.

To meet these outcomes, Ohio State is taking a three-step approach through a series of workshops. As the university progresses through the steps, the audiences involved will expand to include more stakeholder views and voices.

Step 1: Discover

  • Activities: Orientation to leading practice HR Service Delivery model, identification of future state owners for HR activities and initial shaping of future state HR roles
  • Audiences: Enterprise Project team and HR process owners

Step 2: Design

  • Activities: Review proposed future state HR roles, discuss supporting technologies (e.g. Workday vs. case management) and identify measures of success
  • Audiences: Step 1 participants plus subject matter experts and additional HR leaders

Step 3: Validate

  • Activities: Confirm future state roles and solicit additional feedback
  • Audiences: Step 2 participants and a representation of HR customers

The new operating model will be finalized in 2019, followed by a comprehensive transition plan. The new model is scheduled to be in effect in January 2020. Ohio State’s HR community will continue to receive ongoing updates about HR Service Delivery and other Enterprise Project initiatives.