ucd human resources information system (hris) service ... · 1 ucd human resources information...
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UCD Human Resources information System (HRIS) SERVICE Level Agreement
HRIS Services
The services described in this SLA relate to the following processes:
Core Administration
Report Development
Others (includes website support, records management and technical support)
HRIS uses a query/process tracking tool (ITBM) whereby customers can raise Incidents - queries, requests and issues by sending an email to [email protected],
the incident is automatically logged and an incident number emailed to the customer. All incidents are assigned a target SLA/cycle time for resolution.
HRIS is committed to excellent Customer support. The method for measuring and reporting Customer inquiries will be defined as Key Performance Indicators
(KPIs) and are reported on a monthly basis.
Technical Support
HRIS receives technical support from various suppliers primarily UCD IT Services and Core International. HRIS have a Service Level Agreement with
Core International and UCD IT Services have a formalised agreement with suppliers e.g. HP. These agreements include
Problem resolution
Data Integrity
Data Security
System Maintenance
Upgrades
Database refreshes IT Services are responsible for UCD’s Disaster Recover procedures and their policy can be found at:
http://www.ucd.ie/itservices/aboutus/keydocuments.
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HRIS Processes & SLAs
The below tables detail the service levels for each process. To quickly jump to a particular process please use the links in the first summary table.
HRIS Processes Summary
Core Administration
Area Activity Detail SLA
Core Back Office
New Account Set up Setting up a new CORE account. 3 Day
Existing Account Maintenance Amending an existing CORE account, e.g. adding a module 3 Days
System Maintenance Administration of CORE Menu Profiles, System Parameters etc 3 Days
Technical Support Deskside / Java support. 1 Day
Training / Functionality / How to General CORE training/user support 5 Days
Bug / Issue A bug or issue with the functionality of CORE, not module specific general 5 Days
Data Issue Data Issue 3 Days
Core Personnel Module
Reference Data Administration of Cost Codes, Project Manager Codes, Qualifications etc 3 Days
RMS Manager No Updates Manager No updates requested for RMS (we have a separate SLA with Research) 2 Days
Core Administration Reports Other
Core Back Office
Core Personnel Module
Core Time / Flexi Time
Core Absence Management Recording
Core Pay
Core Expenses
Employee Self Service (ESS)
Core Recruitment
ESS Timesheets
Core Pensions
Ad Hoc Report Requests
External and Statutory Reports
Label Reports
Infohub Reports
Self Service Reports
Web Content Web Policy & From Publishing Web CMS Management HR Records Management Core DMS Data Protection Technical Support – Hardware Technical Support - Software
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Data Issues Resolving Data Entry Issues 1 Day
Training / Functionality / How to General CORE Personnel training/user support 5 Days
Bug / Issue A bug or issue specific to the Personnel Module 5 Days
Core Time / Flexi Time
Data Issues Resolving Data Entry Issues 3 Days
Local Administration HR Admin request 3 Days
Global Administration CoreTime global request 3 Days
Reference Data Reference data, e.g. Shift Patterns, Work Types etc 3 days
New admin set up New Flexi Administrators 3 Days
Existing admin maintenance Administration of Flexi Administrator accounts 3 Days
Training / Functionality / How to General CORE Time training/user support for Flexi Time 5 Days
Bug / Issue A bug or issue specific to Flexi Time 5 days
Core Absence Management Recording
Reference Data Administration of Flexi-Time reference data, e.g. Shift Patterns, Work Types etc 3 Days
Data Issues Resolving Data Entry Issues 3 Days
New admin set up Setting up new Sick Leave Administrators 3 Days
Existing admin maintenance Administration of Sick Leave Administrator accounts 3 Days
Training / Functionality / How to General CORE Time training/user support for Sick Leave 5 Days
Bug / Issue A bug or issue specific to Sick Leave 5 Days
Local Admin Administration of Flexi-Time reference data, e.g. Shift Patterns, Work Types etc 3 Days
Core Pay
Reference Data Setting up Pay Codes, Pension Schemes etc 3 Days
Data Issues Resolving Data Entry Issues 3 Days
Training / Functionality / How to General CORE Pay training/user support 5 Days
Bug / Issue A bug or issue specific to the Payroll Module 5 Days
Core Expenses
Reference Data Setting up Pay Codes, Pension Schemes etc 3 Days
Data Issues Resolving Data Entry Issues 3 Days
Training / Functionality / How to General CORE Expenses training/user support 5 Days
Bug / Issue A bug or issue specific to the Expenses Module 5 Days
Employee Self Service (ESS)
Existing Account Maintenance Amending an existing ESS account, e.g. adding a menu new profile 3 Days
System Maintenance Administration of ESS Menu Profiles 3 Days
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ESS Access Issue General ESS training/user support 5 Days
Data Issues A bug or issue with the functionality of ESS 5 Days
Training / Functionality / How to Training 5 Days
Bug/Issue Bug/Issue 5 Days
Core Recruitment
System Maintenance Amending & adding application forms etc. 5 days
Data Issues Resolving Data Entry Issues 1 Day
Technical Support Support for eRecruitment application, e.g. PDF CombineX install 1 Day
Training / Functionality / How to General eRecruitment training/user support 5 Days
Bug / Issue A bug or issue specific to eRecruitment 5 Days
ESS Timesheets
Reference Data YearEnd Ref Data Support/Input 3 Days
Data Issues Data Issue 3 Days
How to Training 5 Days
Bug / Issue Bug/Issue 5 Days
Core Pensions
Reference Data Administration of ref data/Support of data input 3 Days
Data Issues Data Issue 3 Days
Training / Functionality / How to General Pensions training/user support 5 Days
Bug / Issue A bug or issue specific to Pensions 5 Days
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Reports
Area Activity Detail SLA
Ad Hoc Report Requests
Level 1 A critical report - this report has significant impact on UCD or UCD HR 3 Days
Level 2 A high priority report - this report is high value & urgently required 8 Days
Level 3 A standard report request - no serious impact on UCD or UCD HR 10 Days
Query A query regarding an existing ad-hoc report 3 Days
External and Statutory Reports
Level 1 A critical report - this report has significant impact on UCD or UCD HR 3 Days
Level 2 A high priority report - this report is high value & urgently required 8 Days
Level 3 A standard report request - no serious impact on UCD or UCD HR 10 Days
Query A query regarding an existing External report 3 Days
Label Reports
Labels Request Request for labels 5 days
Infohub Reports
Access Request New or modified access to the Staff Management reports 3 Days
Data Query A query regarding data provided in the Staff Management Reports 3 Days
Training / Functionality / How to Training 5 Days
Bug / Issue Issue 3 Days
Self Service Reports
New Report Development Develop Report 15 Days
Existing Report Maintenance Changes/Update to existing Report 15 Days
Access Request Access to reports 3 Days
Data Query A query regarding data provided in the Self Service Reports 3 Days
Training / Functionality / How to Training 5 Days
Bug / Issue Issue 3 Days
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Other
Area Activity Detail SLA
Web Content
Development Website Development 15 Days
Update Website Update 5 Days
Training / Functionality / How to Training 3 Days
Web Policy & From Publishing
Update Policy Update 3 Days
Training / Functionality / How to Training 3 Days
Web CMS Management
New User New Terminal 4 account request 3 Days
Amend User Update to existing account 3 Days
Bug/Issue Issue 3 Days
HR Records Management
File Request Request for Personnel File 2 days
FOI Request Freedom of Information Request 2 days
File Access Request Physical File Request 2 days
File Query File Query 1 Day
Core DMS
New account set up New Account 1 Day
Existing account maintenance Change to existing account 1 Day
Technical Support CORE DMS Issue 2 Days
Training / Functionality / How to Training 2 Days
Bug / Issue Issue 2 days
Data Protection
Data Protection Query Data Protection 2 days
Training / Functionality / How to Training 2 Days
Technical Support - Hardware
Distribution New H/W is given to users 15 days
Security Locks Unlocking/Handing over of Key for unlocking 3 days
Installation Adding new H/W to a PC/Laptop or Printer 3 days
Training / Functionality / How to Training on new H/W use 1 Day
Printer Movement & Maintenance 3 Days
Bug/Issue Issue with Equipment 2 Days
Technical Support - Software
Installation Install S/W on PC/Laptop 1 Day
Support Software Training/Support 3 Days
Bug/Issue Investigation of S/W issue 2 Days