University of California San Francisco (UCSF) requested an independent assessment of its HR Shared Services (HRSS). 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.
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. The case study outlines the key deliverables in this assessment project and how UCSF HR Shared Services overcamechallenges to keep embracing customer-centric thinking!
Chazey Partners was engaged 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 then required an assessment of the four critical success factors for a successful and enduring transformation, specifically process, technology, people and client. One of the key methodologies applied in this assessement was the nine elements of Chazey Partners’Client Interaction Framework (CIF) approach, which included identification of any gaps in comparison to leading practice and options for optimization. The assessment identified a number of opportunities, risks and recommendations related to UCSF’s strategic goals for creating a customer service culture.