Goal 1: Deliver Excellent Shared Corporate Services

Goal 1: Deliver Excellent Shared Corporate Services

Provide Public Service Bodies with excellent shared services and communicate the benefits that these efficient and effective services created
Priorities	Actions to implement these Priorities	Outcomes and KPIs for 2026
1. Be open, transparent, and inclusive with the partner organisations we serve. 2. Integrate the functions of the NSSO into a unified organisation that provides a seamless, end to end user experience. 3. Deliver customer service programmes that foster strong partnerships with Public Sector Bodies (PSBs). 4. Drive continuous improvement throughout the NSSO in pursuit of service excellence, in particular increasing the efficiency and effectiveness of our services. 5. Strengthen the practice of capability assessment, capability building, and succession planning for designated roles throughout the NSSO. 6. Strengthen compliance and risk management functions.	• Deliver the common NSSO customer service approach for Employee Services and Finance Services covering training, reporting, cyber and data security. • Through our new Transformation Management Office (TMO) achieve end-to-end integration of HR and Payroll processes, and in time, further integration with Financial Management System. • Continuous improvement of processes and services. We will develop and implement an NSSO innovation strategy covering our services, processes and technology. • Continue to engage with the end- user forum. • Engage and inform clients by holding events to demonstrate our governance and assurance structures. • Expand the Business Intelligence provided to NSSO clients • Further strengthen second line of defence to ensure compliance.	By 2026 public service bodies will enjoy excellent service from the NSSO across end-to- end services and will consider the NSSO a strategic business partner. • Increased customer satisfaction is. (Target: Increased “satisfaction” on customer surveys compared to shared services benchmark and 2021 baseline of 52%) through ongoing and future customer engagement fora and digital feedback solutions. • TMO end to end processes achieved in line with the annual business plan. • Achieve and maintain 94%+ quality score for HRS, CRSS, Enterprise IT and PS reflecting effective service to PSBs and our customers. (Target: 94%+ quality achievement rate on weekly / fortnightly process quality checks). • Revised and update service targets and delivery of these as outlined in the Employee Service Management Document with the PSBs – overall percentage of targets met (Target: 90 %+). • Provide Quality Finance Services and report on delivery of these against service targets as outlined in the Finance Services Management Document (Target 90% +) • Prompt, effective responses to customers across a range of channels and further system upgrades that will facilitate increased self-service facilities. • Accurate and timely payroll processing. (Target: 100%) Processing all Revenue and Statutory Returns in compliance with deadlines (100%) • Overpayments attributable to NSSO reduced from 2023 levels. (Target: Less than 500 overpayments caused by NSSO during 2026). • Value of NSSO as a strategic business partner evidenced by introduction of new services to meet the evolving needs of our clients. • FSS Zero Prompt Payment Interest attributable to NSSO error or omission, with Minimal Prompt Payment Interest attributable to the FSS payment processes and procedures.

Goal 2: Engage, Enable and Empower our People