56 PSB Clients

Client Public Service Bodies

43,500

HR Customers

192,180 HR Transactions

699,120

self-service transactions

certification

for the 4th year in row

Data Analytics pilot scheme delivered

Annual Report 2021

Service Excellence

People First

Staff attended 3,508 training opportunities in 549 courses online

Client base

6 new Robotic & Process automations applied to our services platforms

by 3%

NSSO Statement of Strategy 2021 to 2023 launched by Minister McGrath

99 awards attained by staff for achievements

in accredited study

External review of Advisory Board

programmes

completed

‘Highly commended’ award at the 2021 Customer Contact Management Association Awards.

completed Cyber Security

Investment and start of major upgrade to the HR Services platform

Enhanced employee health and well-being programme with 41% in engagement with live

NSSO’s Customer Action

webinars

Plan (CAP) plan launched with 42% actions completed

return to the workplace

101,887 NSSO helpdesk emails received down 10% on 2020

60,949 Customer Calls answered / 86% first

73% response rate to Employee Engagement Survey

call resolution

19,873 Quality checks – 96% Quality Assurance achieved

4 National Shared Services Office Strategy 2021 – 2023

National Shared Services Office (NSSO)

3

CHAPTER

Delivering Excellence in

Figure from page 14

Shared Services

Annual Report 2021

Since its establishment in 2012 as part of the Public Sector Reform Programme, the NSSO has evolved to become one of the biggest shared services operations in Ireland.

i. HR Services In 2021 HR Services provided a range of transactional services to its customers and clients including: Leave, Absence, Resignations, Retirements, Pay, Organisational Structure, Employee Schemes etc.

Our Employee Services division provides human resources, pension and payroll shared services to nearly 60 public service bodies and handling €5.9 billion a year in payments.

Significant progress was made during 2021 to ensure Finance Shared Services will be ready ready to launch in spring 2022. This will be the NSSO’s third major service offering driving real transformation to provide a single centralised standardised accounting and finance service on a single technology platform to over 50 Government bodies.

HR Services operated collaboratively on a cross-functional basis with Payroll Services (PS), Customer Relations Services teams and with our client departments to ensure that the HR needs of over 43,500 civil servants are met in an efficient and timely manner.