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Our Journey

How Did We Get Here?

University Human Resources and Payroll Services have been on a transformational journey to better support the strategic initiatives of the university. The integration between Rutgers and the University of Medicine and Dentistry of New Jersey (UMDNJ) fueled this transformation.

Other projects, such as the Business Process Redesign (BPR), have also propelled our journey. The results from the BPR initiative and the development of a new UHR service delivery model provided a foundation for the service center.

What Are We Doing?

We are designing, developing, and preparing to open a service center that will handle and resolve employee inquiries on select HR and Payroll services.

The cross-functional team working on this project has specific objectives:

  • Collaborate with stakeholders and subject matter experts across the university
  • Leverage technology to reduce manual work and bring innovation to our service delivery
  • Set objective criteria to enable the right decisions for the university community
  • Redesign key processes to simplify and standardize work
  • Build the infrastructure for the service center
  • Prepare the organization and train future service center employees

The long-term success of this project requires people who are invested bringing new ideas, unique perspectives, and a One Rutgers mindset to reach the project’s goals.

What Are the Project's Goals?

Our goal is to establish a new way of working by emphasizing our customer focus to deliver a seamless and positive experience:

  • Simplify HR and Payroll processes for everyone involved
  • Standardize processes to drive best practices across the university
  • Reduce time-consuming manual work
  • Improve tracking and reporting metrics for customer inquiries and resolutions
  • Improve the customer experience for everyone who interfaces with HR and Payroll
Project Timeline

The Service Center project will lead to the launch of the service center in mid-2019. The three major phases will encompass process design, organization design, staffing, technology, training, and communications.


Design How the Service Center Will Operate

  • Identify, evaluate, and select the services the center will offer
  • Design future state processes for the selected services
  • Define the requirements for the enabling technology as well as the facility for the service center
  • Design consistent messaging and build stakeholder awareness

Implement Enabling Technology and Infrastructure of the Service Center

  • Design and execute staffing and transition plans
  • Develop and implement operating procedures
  • Implement enabling technology for service center operations
  • Prepare employees through training and targeted engagement

Optimize Service Center Operations

  • Measure and monitor service center performance
  • Establish a continuous improvement mind set to make adjustments based on lessons learned