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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 and payroll providers1:
The assessment supports the Office of Management and Budget (OMB)'s focus on increased efficiency across the Federal government through the adoption and migration to shared services, and modernization of Federal HRIT solutions. The HR LOB Program Office collaborated with Federal customer agencies and the participating providers during the design of the assessment and focused on the core objectives of promoting accountability and transparency between providers and customers. This resulted in the following objectives:
The Provider Assessment framework is comprised of business practices that have been identified as critical by customers of the HR LOB service providers. The business practices are consolidated into the following business categories:
The HR LOB performs the assessment on an annual basis with the support of the HR LOB providers and Federal customer agencies. Data collection tools include two questionnaires: a Provider Questionnaire and a Customer Questionnaire, that gather information and feedback regarding providers’ current business practices, system functionalities, planned developments, as well as customers’ satisfaction with their providers’ systems and service quality. The HR LOB analyzes results from the two questionnaires to develop the Provider Assessment Results. Aggregate results are available for public viewing on the Overall and Business Practice Results tabs.
Additional information about the Provider Assessment is available in the Frequently Asked Questions or by contacting the HR LOB at firstname.lastname@example.org.
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.
The HR LOB received over 1,500 customer agency participant responses to the 2013 Provider Assessment Customer Questionnaire, resulting in a response rate of 48 percent.
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The participant population is comprised of three notional employee levels:
Across these three notional levels, the Customer Questionnaire participant breakdown is:
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The following charts shows 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.
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 percentage of satisfied customer responses. The Business Practice Improvement Opportunities represent the three business practice questions that received the greatest percentage 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 email@example.com.
The 2013 HR LOB Provider Assessment collects customers’ perceptions of quality and levels of satisfaction across the 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 any of the demographic options listed above.
Additional information about the Provider Assessment is available in the Frequently Asked Questions, or by contacting the HR LOB at firstname.lastname@example.org
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.
* 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 Provider Assessment 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).