Ten best practices on pay services (Environment and Climate Change Canada)

From Public Services and Procurement Canada

  1. Ensure full engagement of departmental senior officials (i.e., Deputy Ministers/Heads of Human Resources/Chief Financial Officers) and brief Minister regularly
    1. Key players should be informed and involved at all stages in the problem resolution in order to have a common understanding and joint decisions making.
  2. Have readily available information on current pay situation in the department (e.g., dashboard)
    1. Effective performance measurement is not just a necessity, but a prerequisite for effective decision-making. It permits to intuitively visualize layout of all the important metrics on an ongoing basis and trends over time.
  3. Establish improved information systems and data analytics capacities
    1. Gathering data from pay processes and analyzing it can start to unearth to create process improvements, increase efficiency, reduce problems, and enhance staff satisfaction.
  4. Establish a dedicated departmental team and an internal online service desk to address staff inquiries and appropriate follow-up
    1. Establishment of a dedicated departmental team to support internal online client services is critical to help staff to access the appropriate information, gather department’s pay problems via e-mails from staff and help quick resolution if possible.
    2. The departmental team should also be responsible for quality assurance on pay system entries, with access to the pay system.
  5. Launch a call centre where staff can be easily reached to respond to staff calls
    1. Ability to talk with someone reassures staff and often permits first contact resolution – the number of contacts resolved on initial contact with the client. Answering the phone is important because it is an outward sign that helping staff is our priority.
  6. Managers Mandatory Training for Phoenix Pay System
  7. Ensure full engagement with unions at all stages
    1. Views and priorities of our stakeholders are critical to ensure efficient processes and communication. Integration of their viewpoints and feedback would help to focus on the right issues, and consequently improve our processes.
  8. Create a Pool of trained departmental resources at PSPC to help address the pay problem
    1. Train and embed departmental employees at Pay Centre (Satellite – PSPC)
  9. Establish performance goals and priorities for the department
    1. Enables departments to determine whether overall performance is improving or declining and realign their priorities accordingly.
  10. Communicate with staff on regular basis
    1. Inform staff of the pay situation and all the steps undertaken to resolve the situation in order to address morale issues due to lack of information received.
    2. Engage all levels of the organization to support/communicate with employees.
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