What is Human Resource Service Delivery?

Human Resources (HR) provides many functions to the organisation, such as payroll processing, employee benefits and career advice. These services must be delivered to large work forces and the ways these are delivered are based on what’s known as the Human Resource Service Delivery Model.

There are two main types of model. The traditional model of “generalist” human resource staffs revolves around a central team that will provide key services and handle the needs of line managers, employees and senior staff, although there may be internal divides based employee grades. This is the most common type of service delivery model.

The second model, and one that is increasingly gaining traction, is three-legged stool model of human resource service delivery, which involves three crucial strands – Human Resource business partners, Human Resource centres of expertise and shared Human resource services. Commonly-cited benefits include a greater ability for Human resource to be strategic.

Human resource service delivery model include self-service, where employees use portals to access and input the information they need, and thus don’t have to approach Human resource representatives directly. A common way to facilitate self-service delivery is to include in-depth Q&As hosted on company intranets so that employees can find answers to their questions. Outsourced human resource services may also involve a different model in that the internal Human resource function can re-focus on delivering strategic value rather than administrative value.

 

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