Northern Ireland Civil Service

The Programme is a key tool in delivering the reform agenda for the Northern Ireland Civil Service and the Northern Ireland Office with the objective to transform and modernise the structure and delivery of personnel services.

- Value: £104 million
- Start date 2007
- Term 15 years 
- Services: HR Advisory Recruitment Payroll HR Admin Leanring and Devleopment Contract Management

Summary:
In 2007, Capita signed a contract with the Northern Ireland Civil Service (NICS) to provide outsourced HR solutions for its 28,000 employees and 15,000 line manger across twelve departments. Capita took on the delivery of recruitment, HR advice and guidance, payroll, HR administration, HR case management, learning and development administration and HR contact management services for all twelve departments.

Key results:
• Sickness and absence has been reduced by 25%
• Time to hire has been reduced by over 80 days
• Our payroll academy training programme has won a National Training Award
• We achieve 99.9% payroll accuracy
• The KPIs are some of the toughest in the market and are consistently hit
• The payroll services has been awarded the ISO9001 accreditation

Situation:
This complex programme involved the creation of a new HR Shared Service Centre in the heart of Belfast, the range of services had previously been delivered across over 60 sites in Northern Ireland. It also involved the move from Mainframe systems to a modern Oracle based infrastructure for core service (the technology implementation was led by our partner Fujitsu). Our service commitments also included a very dramatic reduction in the cost base for the service. The NICS departments had agreed a redeployment strategy with the Unions and over 400 staff were redeployed internally during the service transition. Capita hired and trained all of the 200 staff that took the service live on the new infrastructure.

Challenges:
Our programme team had to deal with a number of complex factors. All of the technology was new and we were implementing a common solution knowing that all of the departments were operating different policies and procedures. Capita managed all of the business process review work to dramatically simplify the services and introduce one way of working for all.

We invested heavily in a very rigorous knowledge transfer and training development programme for all of our staff. To fill some basic skills gaps in the locally available candidate pool we set up our own Payroll Academy for new hires, which they needed to complete before going into live operation. The departments had not operated a full employee relations advisory service internally prior to the outsource and its introduction was a major culture change.

Benefits:
• Telephony advice and guidance on all matters relating to policies, procedures and terms and conditions of employment
• A case management service for discipline, grievance, equality and performance management. This process also includes internal appeals and support to case closure
• Support to departmental Solicitors and named respondents for external appeals
• Employment Law updates
• Consultancy HR including mediation, special investigations

Results:
• Sickness and absence has been reduced by 25%
• Time to hire has been reduced by over 80 days
• Our payroll academy training programme has won a National Training Award
• We achieve 99.9% payroll accuracy
• The KPIs are some of the toughest in the market and are consistently hit
• The payroll services has been awarded the ISO9001 accreditation