In 2018-2019, Public Service Pay Centre (PSPAYC) focused its efforts on Pod implementation, this model focuses on intake while continuously reducing the backlog however many of the existing backlog cases had exceeded service standard prior to being processed. PSPAYC also focused efforts on Collective Agreement implementation, complex transactions, which included retroactive payments divided between Phoenix and Regional Pay System, resulting in significant manual processing requirements. PSPAYC also focused on specific queues such as Disability and Maternity/Parental leave, ensuring these case-types were processed within service standards. Hence, 95% of requests related to Disability and 82% of requests related to Parental/Maternity leave were processed within the service standards. Finally, PSPAYC also focused efforts within the queue on transactions with high financial impact, rather than those with low or no financial impact, but did not have the capacity or automation required in order to process all case-types within service standards. As identified through the human resources (HR)-to-Pay initiative, the timeliness by which departments and agencies enter their HR data for employees has a significant impact in issuing accurate and timely pay, and poor quality and late data entry leads to more transaction in the queue as well as risk for critical errors within Phoenix.
In 2018-2019, the timeliness by which departments and their HR data has improved but was still low, resulting in significant increases in cases and case complexity. PSPAYC increased the number of employees processing pay over the past year, the onboarding of additional staff has impacted their short-term processing capacity as their experienced processors supported their new recruits through training, coaching, and verification. The Pod model requires additional business support roles (Resource Analyst, Client Contact Officer, Coaches), which have also impacted the PSPAYC short terrm processing capacity as more experienced processors fill these critical positions. PSPAYC continue to work collaboratively at all levels to resolve these issues as quickly as possible
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