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HR Line of Business Provider Assessment

 

Overview

The HR Line of Business (HR LOB) Provider Assessment program is a business practice-based assessment that evaluates the business practices and service delivery for the following approved HR Shared Service Centers (SSCs) and payroll providers1:

AcronymParticipating Provider
NFC Department of Agriculture, National Finance Center
DCPAS Department of Defense, Defense Civilian Personnel Advisory Service
DFAS Department of Defense, Defense Finance and Accounting Service
IBC Department of the Interior, Interior Business Center
TSSC Department of the Treasury, Treasury Shared Service Center
GSA HR LOB SSC General Services Administration, Human Resources Line of Business Shared Service Center

The Provider Assessment program supports federal goals to increase efficiency across the government through the adoption and migration to shared services, and the modernization of HRIT solutions. The HR LOB Program Office has collaborated closely with federal customer agencies and the HR LOB providers to develop an assessment that promotes accountability and transparency between the HR LOB providers and customers. The results include the following key objectives:

  • Conduct reviews of providers’ service delivery against established measures and metrics.
  • Report customer perceptions of providers’ business practices and service delivery.
  • Provide information to customer agencies to assist in evaluating service offerings.
  • Provide actionable recommendations to improve provider performance.

Assessment Framework & Timeline

The Provider Assessment framework is comprised of business practices that have been identified as critical by the HR LOB customers. The business practices are consolidated into the following business categories:

Strategy & Architecture
Promotes practices that emphasize the importance of sound business and technology strategies that support a provider’s mission and vision.
HRIT Modernization
Promotes practices that emphasize the importance of modern, interoperable HR and payroll applications that support technology infrastructure to be accomplished through sound planning and architecture practices.
Compliance
Promotes practices that emphasize the importance of effectively deploying procedures that meet Federal and agency-specific requirements.
Customer Relationship Management
Promotes practices that emphasize the importance of proactively reaching out to customers and effectively responding to customers’ needs.
Performance Management
Promotes practices that emphasize the importance of tracking performance results and using those results to improve operational effectiveness.

The HR LOB performs the assessment on an annual basis with the support of the HR LOB providers and federal customer agencies. The assessment uses a questionnaire to capture customers’ satisfaction levels and perceptions of quality with their providers’ systems and services. The HR LOB analyzes these results to develop the Provider Assessment reports and share with the individual providers and their customer agencies. The results are also combined to create the aggregated provider results for the Provider Assessment dashboard available here for public access.

To view the aggregated Provider Assessment results, please navigate to the Overall Results and the Business Category Results tabs.

Additional information about the Provider Assessment is available in the Frequently Asked Questions or by contacting the HR LOB at hrlob@opm.gov.

1 Currently, the HR LOB Provider Assessment does not assess the four approved commercial providers: Accenture National Security Services, Allied Technology Group, Inc., Carahsoft Technology Corporation, and International Business Machines.

Participation Results

In the 2014 Provider Assessment, the HR LOB received 2,200 customer agency participant responses to the 2014 Provider Assessment Customer Questionnaire, resulting in a response rate of 24 percent. The number of participants increased by 46 percent from 2013 to 2014.

Respondent Breakdown

The participant population is comprised of three notional employee levels:

Employee LevelRoles & Responsibilities
Level 1 HR/Payroll Officer or Director
  • Senior manager responsible for agency needs for HR Shared Service Center (SSC) and/or payroll provider services
  • Senior manager responsible for agency HR and/or payroll policy
Level 2 HR/Payroll Department Lead or Liaison
  • Acts as the liaison between the department and agencies
  • Leads or participates in HR and/or payroll provider user groups
  • Sits on HRIT boards and committees
  • Recognized as the organizational expert for HR and/or payroll shared services
Level 3 HR/Payroll Specialist or Assistant
  • Performs day-to-day input and processing of HR and/or payroll actions in the provider's system(s)
  • Interacts with provider Help Desk to resolve issues

Across these three notional levels, the Customer Questionnaire participant breakdown is:



Additional information about the Provider Assessment is available in the Frequently Asked Questions or by contacting the HR LOB at hrlob@opm.gov.

* Due to rounding, not all totals will equal 100 percent.

Overall Results

Filter By:
Refine Category:
  • GS-Level
    • GS 06 and below OR equivalent
    • GS 07 – 08 OR equivalent
    • GS 09 – 11 OR equivalent
    • GS 12 – 13 OR equivalent
    • GS 14 – 15 OR equivalent
    • SES OR equivalent
    • Other
  • Occupational Series
    • 0201: Human Resources Management
    • 0203: Human Resources Assistant
    • 0340: Program Manager
    • 0341: Administrative Officer
    • 0343: Management or Program Analyst
    • 0544: Civilian Pay Specialist or Technician
    • 2210: Information Technology Management
    • 0301: Miscellaneous Administration and Program
    • 0303: Miscellaneous Clerk and Assistant
    • 0501: Financial Administration
    • 0510: Accountant
    • Other
  • Functional Area
    • HR
    • Payroll
    • IT


The following charts show customers' aggregate satisfaction with their providers overall, the value of their providers' services, and the likelihood of customers to recommend their providers to another agency for HR and payroll services. You may select an option to filter the results by a given year or any of the demographic options listed in the filters above.

Strengths & Improvement Opportunities

The following charts show federal providers’ aggregate strengths and improvement opportunities across all business practices. The Business Practice Strengths represent the three business practice questions that received the highest percentages of satisfied customer responses. The Business Practice Improvement Opportunities represent the three business practice questions that received the greatest percentages of dissatisfied customer responses.

* Due to the phrasing of this question regarding fees, DCPAS has been excluded from the 2013 results.

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Additional information about the Provider Assessment is available in the Frequently Asked Questions, or by contacting the HR LOB at hrlob@opm.gov.

Business Category Results

Filter By:
Refine Category:
  • GS-Level
    • GS 06 and below OR equivalent
    • GS 07 – 08 OR equivalent
    • GS 09 – 11 OR equivalent
    • GS 12 – 13 OR equivalent
    • GS 14 – 15 OR equivalent
    • SES OR equivalent
    • Other
  • Occupational Series
    • 0201: Human Resources Management
    • 0203: Human Resources Assistant
    • 0340: Program Manager
    • 0341: Administrative Officer
    • 0343: Management or Program Analyst
    • 0544: Civilian Pay Specialist or Technician
    • 2210: Information Technology Management
    • 0301: Miscellaneous Administration and Program
    • 0303: Miscellaneous Clerk and Assistant
    • 0501: Financial Administration
    • 0510: Accountant
    • Other
  • Functional Area
    • HR
    • Payroll
    • IT


The HR LOB Provider Assessment collects customers’ perceptions of quality and levels of satisfaction across five business categories. To view the results for a particular business practice, first select a category from the “Business Category” filter above. Next, select a practice from the “Business Practice” filter. You may select an option to filter the results by a given year or any of the demographic options listed in the filters above.


* Due to the phrasing of this question regarding fees, DCPAS has been excluded from the 2013 results.

** This question was not distributed in 2013.

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Additional information about the Provider Assessment is available in the Frequently Asked Questions, or by contacting the HR LOB at hrlob@opm.gov

Previous Reports

The HR LOB conducted the first cycle* of the Provider Assessment for the Federal HR and payroll shared service providers from February 2010 to September 2011. At the conclusion of each assessment, each provider was issued a report containing the results of the assessment. The public versions of the Cycle One Provider Assessment reports are available for download via the links below.

ProviderAssessment Period
Department of the Treasury Bureau of the Public Debt – Administrative Resource Center (BPD – ARC)** February 2010 - July 2010
Department of the Treasury HR Connect February 2010 - July 2010
Department of Health and Human Services (HHS) Program Support Center – Capital HR June 2010 - December 2010
Department of Agriculture National Finance Center (NFC) June 2010 - December 2010
Department of Defense's Defense Finance and Accounting Service (DFAS) January 2011 - June 2011
Department of Defense's Defense Civilian Personnel Advisory Service (DCPAS) *** January 2011 - June 2011
General Services Administration April 2011 - September 2011
Department of the Interior
Interior Business Center (IBC) ***
May 2011 - September 2011

* The 2010 - 2011 Provider Assessment collected data differently than the assessments conducted in 2013 and afterwards. The 2013 and subsequent assessments included customer satisfaction measures and were distributed to a broader sample of respondents. As a result, the 2010 - 2011 results are not reported with the results of the 2013 and subsequent assessments. Please refer to the “Overall Results” and “Business Category Results” tabs to see the results of recently conducted assessments.

**In the 2013 and subsequent Provider Assessments the Department of the Treasury Bureau of the Public Debt – Administrative Resource Center (BPD – ARC) was included with the Department of the Treasury HR Connect in an overall evaluation of the Department of the Treasury’s Treasury Shared Service Center (TSSC).

***During the 2010 - 2011 Provider Assessment the Defense Civilian Personnel Advisory Service (DCPAS) was named the Civilian Personnel Management Service (CPMS), and the Interior Business Center (IBC) was named the National Business Center (NBC).

Additional information about the Provider Assessment is available in the Frequently Asked Questions, or by contacting the HR LOB at hrlob@opm.gov

FAQs

  • The Provider Assessment is specific to the HR LOB HR shared service centers and payroll providers and focuses on their business practices and service delivery to their agency customers. Other organizations within OPM may conduct compliance or regulatory oversight of Agencies and Federal HR shared service centers and payroll providers. These reviews are considered outside of the scope of the HR LOB Provider Assessment and will not impact the results of the HR LOB Provider Assessment.
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  • The HR LOB developed a four-phase process to gather data and assess the providers.  The four phases are as follows:
    1. Planning: During the Planning Phase the HR LOB will prepare for and launch the Provider Assessment.  Specifically, the HR LOB will:
      • Prepare the assessment questionnaires for the providers and customer respondents.
      • Prepare the provider and customer points of contact by explaining their roles and responsibilities in each phase of the assessment.
      • Launch the assessment by holding the Kickoff Session with providers and distributing the assessment questionnaires to customers and providers.
    2. Discovery and Analysis: During the Discovery and Analysis Phase, the HR LOB will collect and analyze the assessment data.  Specifically, the HR LOB will:
      • Receive the data from the assessment questionnaires.
      • Analyze and integrate the data from the assessment questionnaires and other HR LOB data sources.
    3. Reporting: During the Reporting Phase, the HR LOB will compile the draft assessment report and finalize the assessment report.  Specifically, the HR LOB will:
      • Write findings from the analyzed assessment data to develop the draft assessment report.
      • Share and discuss the draft report with the provider and receive the “Provider Comment” as a formal response to the assessment results and recommendations.
      • Incorporate “Provider Comment,” finalize, and distribute assessment report to provider, customers, and MAESC.
    4. Program Improvement: During the Program Improvement Phase, the HR LOB will capture lessons learned and publish assessment program changes after the assessment is completed.  Specifically, the HR LOB will: 
      • Solicit lessons learned from stakeholders.
      • Formulate the lessons learned into program improvement recommendations and present the recommendations to stakeholders.
      • Finalize program improvements and revise assessment tools and templates.
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  • To ensure governmentwide involvement and collaboration, OPM established a 24 agency task force, known as the Multi-Agency Executive Strategy Committee (MAESC), which it co-chairs with OMB.  The 24 MAESC agencies are contributing partners to the HR LOB program, and approve major HR LOB workstreams in order to accomplish its tasks.  The HR LOB also established the Shared Service Center Advisory Council to provide a forum for collaboration among the SSC organizations.
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  • OPM HR LOB, through its governance structure, has been designated the authority to design, implement, and conduct assessments of HR LOB Shared Service Centers and Payroll Providers (providers). Additionally, Attachment A to the MAESC Charter, HR LOB MAESC Governance Structure Roles and Responsibilities, established in writing to help the MAESC fulfill its responsibilities to:
    1. Review operations of the SSCs to ensure the delivery of state-of-the-art HR solutions and services
    2. Ensure that HR LOB information systems and processes are based on and comply with all appropriate OPM HR legal, regulatory, and policy requirements
    3. Assess the functionality, interoperability, and integration of potential HR management system solution sets
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  • In 2004, the Office of Management and Budget (OMB) selected the Office of Personnel Management (OPM) as the managing partner to the HR LOB. The Human Resources Line of Business program managed by OPM provides support in the areas of strategy, policy, planning, and oversight to support the strategic management of human capital and to address duplicative HR systems and processes across the Federal Government. The Human Resources Line of Business (HR LOB) seeks to improve customer service, achieve cost savings, and to increase operational efficiencies by implementing governmentwide, modern, cost effective, standardized, and interoperable HR solutions that provide core functionality to support the strategic management of human capital and to address duplicative HR systems and processes across the Federal Government.
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  • The assessments are performed by the OPM HR LOB team.
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  • Providers are assessed every other year with the full process as described in Question 7 using both the Provider Questionnaire and Customer Questionnaire. However, every year, customer satisfaction will be measured using the Customer Questionnaire.
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  • The providers' customers complete a Customer Questionnaire which consists of assessment questions developed in part by the Provider Assessment customer work groups. The Customer Questionnaire assessment questions and customer satisfaction questions assess how well Federal HR SSCs and payroll providers operate and provide services to their customers.  The Customer Questionnaire also assesses the extent to which Federal customers are satisfied with HR and payroll services and business practices.
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  • Yes, each HR LOB shared service center and payroll provider is required to participate in the HR LOB Provider Assessment.
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  • The HR LOB collects data from the providers using a Provider Questionnaire. The HR shared service centers and payroll providers respond to the Provider Questionnaire with written responses and evidence artifact submission. Providers are also involved through submitting an optional formal “Provider Response” to be included in the final assessment report.
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  • All approved HR shared service centers and the four payroll providers, as follows:
    • Department of Defense, Defense Civilian Personnel Advisory Service (DCPAS)
    • Department of Defense, Defense Finance and Accounting Service (DFAS)
    • Department of Agriculture, National Finance Center (NFC)
    • Department of Health & Human Services (HHS), Program Support Center – Capital HR
    • Department of the Interior, Interior Business Center (IBC)
    • Department of the Treasury  
    • General Services Administration
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  • As part of its FY2011 Passback, OMB instructed all HR LOB providers to be regularly assessed as part of OPM's Provider Assessment process in accordance with an assessment schedule published by OPM.
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  • In FY 2009, a Provider Assessment customer work group determined what questions would be used to assess providers. This work group was comprised of customers nominated by the HR LOB governance bodies, the Multi-Agency Executive Strategy Committee (MAESC) and the then-Customer Council. In FY 2012, a new customer work group was formed to assist the HR LOB in evaluating and updating the Provider Assessment methodology as a part of the Provider Assessment Program Improvement Phase.  
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