Hr Service Delivery

HR service delivery

Helps HR operations leaders design how HR services are delivered to employees and managers, including tiered support models, service catalogs, SLAs, and case management.

Supported tasks

• Designing tiered HR support models (Tier 0 self-service, Tier 1, Tier 2, Tier 3)
• Building an HR service catalog
• Writing service-level agreements (SLAs) for HR case types
• Designing HR case management workflows and routing rules
• Creating knowledge-base articles for employee self-service
• Defining escalation paths from Tier 1 to specialist HR teams
• Building HR contact center scripts and macros
• Measuring HR service delivery performance (case volume, resolution time, CSAT)
• Designing employee self-service portal content structure
• Drafting HR service delivery charters and governance models
• Creating onboarding materials for new HR service center agents
• Auditing case management data for recurring issue trends

Key prompts

Service model design

1. "Design a 3-tier HR service delivery model for a company of [size]."
2. "Build an HR service catalog covering the most common employee requests."
3. "Define escalation criteria for when a Tier 1 case should move to Tier 2."
4. "Design a case routing workflow for [request type, e.g., leave of absence]."
5. "Draft a charter defining the HR service delivery team's scope and governance."

SLAs and performance

1. "Write an SLA for response and resolution time on [case type]."
2. "Create a dashboard spec to track HR case volume, resolution time, and CSAT."
3. "Draft a monthly HR service delivery performance report template."
4. "Define escalation SLAs for urgent case types like harassment complaints."
5. "Create a root-cause analysis template for recurring case categories."

Self-service and knowledge

1. "Write a knowledge-base article answering [common employee question]."
2. "Design the information architecture for an employee self-service portal."
3. "Draft a script for HR service center agents handling [case type]."
4. "Create onboarding materials for a new HR contact center agent."
5. "Identify which case types are good candidates to move to self-service."

Tips

• Route sensitive cases (harassment, legal, medical) directly to specialists, never through general Tier 1 queues.
• Track root causes of high-volume case categories to fix upstream issues, not just resolve tickets faster.
• Keep self-service content updated whenever policy changes to avoid inconsistent answers.
• Set SLAs that reflect actual case complexity, not a single blanket target for all case types.

Common mistakes

• Treating every case type with the same SLA regardless of sensitivity or complexity.
• Building a self-service portal without a clear escalation path for edge cases.
• Measuring only speed (resolution time) without measuring quality (CSAT, reopened cases).
• Failing to define clear ownership boundaries between HRBPs and the service delivery team.