Oracle Press Release
CH2M HILL Implements Oracle’s PeopleSoft Enterprise HelpDesk for HR

New Service Center Helps HR and Payroll Respond to Employees in a Quicker, More Efficient and More Consistent Manner

Redwood Shores, Calif. – June 29, 2010
News Facts

CH2M HILL has created a new human resources (HR) and payroll service center based on Oracle’s PeopleSoft Enterprise HelpDesk for Human Resources to help it respond to employee requests in a quicker, more efficient and more consistent manner.
CH2M HILL is a global leader in engineering, procurement, construction, management and operations for government, civil, industrial and energy clients. The firm’s work is concentrated in the areas of energy, water, transportation, environmental, nuclear, and industrial facilities. It employs 23,500 people globally.
In November 2009, CH2M HILL deployed Oracle’s PeopleSoft Enterprise HelpDesk for Human Resources, which was integrated with CH2M HILL’s existing Oracle E-Business Suite Human Resources Management System, as the foundation for a service center that creates a centralized hub for HR and payroll information and processes.
PeopleSoft HelpDesk for Human Resources is part of Oracle's PeopleSoft Enterprise Human Capital Management family of applications and can be integrated with either Oracle’s PeopleSoft Enterprise Human Capital Management or the Oracle E-Business Suite Human Resources Management System, or implemented as a standalone solution.
Creating a Centralized HR and Payroll Resource

CH2M HILL created a centralized resource for nearly all HR and payroll inquiries and processes, including benefits and retirement. The firm worked with Deloitte Consulting LLP to deploy a service center based on PeopleSoft HelpDesk for Human Resources that integrates with the Oracle E-Business Suite Human Resources Management System to reduce data entry, improve data accuracy and leverage existing system investments.
The user-friendly system enabled CH2M HILL to reduce HR and payroll administration costs and complexity, while providing better service to employees and managers spread across the globe, including those who have limited access to computers. Specifically it was able to:
Reduce HR and payroll administration requirements with self service, which eliminates HR and payroll intervention and manual data entry;
Enable users to log an inquiry via numerous channel options, including phone, portal, or by searching the knowledge center;
Consolidate HR staff from local offices for improved efficiency and more convenient service;
Meet the company goal of reducing HR-staff-to-employee ratio from 1 to 293 to 1 to 500, saving an estimated 10 to 20 percent on HR labor costs;
Achieve an average issue resolution rate of two days, down from three to four days prior to creation of the service center;
Gain a 360-degree view of employee information for quicker inquiry and issue response;
Standardize and simplify processes and create a foundation for continuous improvement; and
Reduce operating expenses while supporting efforts to optimize the productivity of revenue-generating professional resources, a critical business consideration.
Supporting Quote

“There are not a lot of HR/payroll-specific help desk solutions, and we needed one that was HR/payroll-centric – HIPAA compliant, one that supports confidential cases, and that can protect employees’ privacy and confidential information,” said Jean Christenson, CH2M HILL Human Resource IT director. “We looked at six different vendors before choosing a solution and felt that PeopleSoft Enterprise HelpDesk for Human Resources was the leader due to the number and type of services it could provide, its broad spectrum of functionality and its application globally. With our new HR/Payroll service center, employees are receiving faster and more consistent service, which ultimately results in time and cost savings for the company. We expect approximately 70 to 80 percent of cases that come in to be resolved the first time and have already reduced HR labor costs by 10 to 20 percent while accelerating inquiry resolution time by up to 50 percent.”

Supporting Resources

Oracle’s PeopleSoft Enterprise Applications
Oracle's PeopleSoft Enterprise HCM
Oracle’s PeopleSoft Enterprise HelpDesk for Human Resources
Customer success story: CH2M HILL Reduces Costs, Improves Human Resource Responsiveness with Centralized Service Center
Oracle HCM on Twitter
Oracle HCM Blog
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