Suffolk County Council employees benefit from self-service initiative - Case Study

Suffolk County Council employees benefit from self-service initiative – Case Study

Working with our SME partner Transversal, we helped Suffolk County Council improve access to employee information via a centralised knowledgebase

Suffolk County Council is the administrative authority for the county of Suffolk, England. Existing process meant that all enquiries from Council staff were being run through the HR department, and the high volume of inbound requests and questions was putting extra pressure on an already stretch HR team. In addition, documentation was being stored in disparate places (including on their intranet and being stored locally), which was leading to inconsistent advice.

In order to better manage internal demand and ensure all employees had access to the same, accurate information Suffolk County Council set out three goals:

• To enable the HR staff to free up more time to deal with more complex employee queries
• To ensure all employees had access to consistent, accurate information – 24/7
• To reduce the number of internal enquiries escalated to the HR team

By working with Atos and cognitive knowledge solution provider Transversal, Suffolk County Council has implemented an enterprise HR solution – a centralised knowledgebase that allows employees to serve themselves online. This has enabled its HR team and employees to benefit from a more efficient HR operation due to the single point of reference for employees and an easy to manage database.

Duncan Crow, HR Support Team Manager at Suffolk County Council said “Most importantly, all our employees, whether they are office or field based, and whatever shifts they work, have direct access to the HR department 24 hours a day, 365 days a year on any device; mobile phone, tablet and computer”.