An internal HR service level agreement (SLA) is a contract between a company`s HR department and other departments within the organization, outlining expectations and standards for HR services such as recruiting, onboarding, and benefits administration. This agreement serves as a roadmap for HR operations and ensures that employee needs are met consistently across the organization.
Why is an internal HR SLA important?
An internal HR SLA can improve communication and collaboration between HR and other departments. By establishing clear expectations and goals, it creates a framework for HR to deliver high-quality services that meet the needs of the organization. It also ensures that all employees are treated fairly and consistently, which can improve job satisfaction and productivity.
What should be included in an internal HR SLA?
An internal HR SLA should outline the expectations and responsibilities of both HR and other departments. It should include the following:
1. Service level targets: This includes the response time, resolution time, and quality of service for HR requests. It should also include the metrics that will be tracked to measure HR performance.
2. Roles and responsibilities: This outlines the duties of each department in the HR process. For example, the HR department may be responsible for interviewing candidates while the hiring manager is responsible for making the final hiring decision.
3. Escalation process: This outlines the steps to take if there is a disagreement or if a service level target is not met. It should include who to contact, how to escalate the issue, and the expected response time.
4. Reporting: This outlines the reporting requirements for HR performance. It should include the frequency of reports, the metrics to be reported, and who will receive the reports.
How to implement an internal HR SLA?
To implement an internal HR SLA, HR should work closely with other departments to understand their needs and expectations. This can be done through surveys, focus groups, or one-on-one conversations. Once the expectations are clear, HR can develop a draft SLA and share it with other departments for feedback. Once the SLA is agreed upon, it should be communicated to all employees and regularly reviewed to ensure that it continues to meet the needs of the organization.
In conclusion, an internal HR SLA is an important tool for ensuring that HR services are delivered consistently and effectively across the organization. By establishing clear expectations and standards, it can improve communication between departments and enhance employee satisfaction and productivity.