Addressing change requirements for your HRIS
To ensure the long-term success of your HRIS, you often find that changes are required, either to existing functionality or with the implementation of new functionality. However, these changes are usually too significant to be undertaken by the system provider's standard help desk. Additionally, external partner support may be required if and when the internal technical knowledge and experience are lacking.
This scenario typically describes what we at Tugela People call "SOQ" (Short Order Queue) work, defined as a piece of work that does not fall into the system's initial configuration. Instead, it is treated as a "mini project", typically different from day-to-day support tickets as it tends to involve more significant configuration.
SOQ work sits outside of the main implementation of Sage HR modules and requires a project-based approach, unlike regular managed service support tickets. For example, it may be that you are already using HR Requests, but you want to migrate this over to the new people management workflows functionality. During the life of the project, we work collaboratively with our clients, ensuring that their needs are translated into system function. Key to this is keeping automation at the forefront when designing and building processes.
Examples of client SOQ projects delivered include: building a solution to capture vaccination records, compensation planning including comprehensive pro-rata bonus calculations and HR administration automations, including fully automating the employee references process.
When completing SOQ work, the customer is supported through the entire process, from discovery to launch, ensuring that the client's requirements are fully understood and translated. In addition, with regular meetings and demos, the client can see the process from an idea on paper to a real-life process that they can use for years to come.
As part of this process, the client is supported through the testing processes, ensuring that function training is delivered, and the client has considered all the potential real-life examples that they may come across so that they can support their business once live.
The client receives full support on and after going live through customised communications, such as a user guide, system notes, or even custom walk-through videos, which are geared not only for HR support but also for the wider business. This empowers the client's HR function to troubleshoot and guide their business through the change, with peace of mind that our managed services team can provide any additional support that may be required.
We also take the pain out of system changes. Depending on the nature of the work, there can be a need to seek additional approvals from Sage, which we can manage on your client's behalf. We also keep your Sage client record up to date, so you can be safe in the knowledge that your project will be fully recorded, and you will be given documentation of the exact work we have completed and why. This gives our customers comfort, knowing that the work is fully documented for years to come.
We are pleased to have recently promoted and appointed Sam Spink to the role of HRIS Consultant to drive this new initiative and look after our clients that require SOQ work on their systems.
When asked about her new role, Sam said:
"I initially joined Tugela People as an HRIS Implementation Support Consultant, responsible for providing technical support to the managed service customers for 'all things' Sage People related. Tasks varied and could range from basic troubleshooting to building complex processes. The latter part of this role led me to apply for the newly formed position of Managed Service HRIS Consultant, with responsibility for delivering Short Order Queue (SOQ) work for our clients.
Since joining the business, I have become Sage People Certified which has allowed me to get a full understanding of the system. Whilst the system is constantly changing, I am supported by my internal network of experienced colleagues, ensuring that our customers get the best solutions and services to meet their changing needs. "
Our managed services division provides post implementation support to customers that have implemented the Sage People HR system. The support provided is tailored to meet the growing needs of our customers and ranges from support on day-to-day administration, simple fixes or complex system configurations. Services available include retained support, bundled support and temporary admin cover, technical adoption overviews, and system health checks. With a team of experienced consultants, it enables our customers to take full advantage of Sage People's capabilities.
"By adding this new service, it enables us to make suggestions of improvements and ways of working that we experience from other organisations. With our extensive HR and Recruitment experience, we can become part of their team and ensure they deliver robust functionality to their stakeholders.
By bringing it together under one department, we can ensure all of our customers experience the same professional journey from start to end and develop relationships with existing and new customers. So, should the customer need additional pieces of work completed, we have familiarity with their system.
Assigning a dedicated HRIS consultant to take responsibility for SOQ work provides our customers with one point of contact and keeps communication simple and effective. It also enables us to capture trends and lessons learnt, which we can use time and time again.
We have many years of experience providing ongoing Sage People support to our customers. Having worked consistently with a growing number of companies to develop and grow their HR systems has enabled us to learn from the past and ensure we deliver innovative process design and seamless communication to their business."
Find out more about our Managed Services offerings for Sage People.