University of California San Francisco (UCSF) requested an independent assessment of its HR Shared Services (HRSS). With a Chancellor’s Mandate to “improve service and reduce administrative costs” two years post-implementation, it was timely to assess the current state against best practices and to provide assistance with HRSS’ strategic direction. A key deliverable in the project was to assess the prior business case, as there were continuing discussions on whether the Campus Shared Services model had achieved all of the targets and objectives. UCSF required an assessment of the four critical success factors for a successful and enduring transformation, specifically process, technology, people and client. The latter was fully aligned with the HRSS’ current objective of further developing a customer service culture, and accordingly UCSF benefitted from consideration of the nine elements of the Client Interaction Framework (CIF), which included identification of any gaps in comparison to leading practice and options for optimization. The technology assessment identified a number of opportunities, risks and recommendations related to UCSF’s strategic goals for creating a customer service culture.
The Assessment also considered how best to provide HR support for the Medical Centers whether through the existing Centers of Excellence (CoE), Shared Services or another operating model/organizational structure. The final report, presentations and advisory services included an assessment of risks and mitigations as part of the implementation plan and discussions. The goal of the assessment was to provide all the information required to achieve executive buy-in and sign-off, and acted as an essential control mechanism for UCSF’s go-forward strategy