In August 2005, the OPM Director and each shared service center (SSC) signed a Memorandum of Understanding (MOU) with OPM to establish the agreement between OPM and the SSC Agency for the continuation of HR service delivery by the SSC Agency to other Federal agencies. According to the MOU, OPM responsibilities include:
- Conduct reviews of HR SSC service delivery against established measures and metrics
- Provide information to customer agencies to assist in evaluating service offerings to SSCs
Provider Assessment Cycle One
During Fiscal Year 2009 the HR LOB collaborated with both customer agencies and the HR LOB service providers (SSCs and Payroll Providers) to develop the Provider Assessment Program. The Assessment process design was approved by the MAESC in November 2009, and is based on business practices that were considered important by customers of HR LOB service providers.
The assessment was endorsed by the Office of Management and Budget when, in their Fiscal Year 2011 budget pass-back language, they included language instructing OPM to conduct assessments of HR Line of Business service providers. It also required of all service providers to prepare for OPM-administered, regular assessments.
The initial Provider Assessment that occurred between February 2010 and September 2011 was the first cross-government assessment of HR shared service centers and payroll providers. The successful assessment resulted in the following:
- Increased understanding of the operations and service delivery of Federal HR shared service centers and payroll providers.
- Increased engagement and collaboration among stakeholders, including providers, customer agencies, and the HR LOB.
- Tangible changes, including new customer user groups, organizational alignment changes, and internal provider action teams to address HR LOB recommendations.
Provider Assessment Program Improvement
Following the initial cycle of assessments, the HR LOB conducted an evaluation of the Provider Assessment Program and collaborated with multiple stakeholder groups to improve the program. In addition, the HR LOB received OMB mandates included in the Federal IT Shared Services Strategy and TechStat recommendations to add customer satisfaction measures to the Provider Assessment and streamline the data collection and reporting process. These changes are reflected in the revised 2013 Provider Assessment Methodology.
If you have any further questions, please refer to our Frequently Asked Questions or contact the HR LOB at hrlob@opm.gov.
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