TCS helps Cardiff Council implement HR internal shared services and single status for over 17,500 employees

TCS implemented HR internal shared services and single status for Cardiff Council, covering 17,500 employees, and delivering cashable savings of around £900,000 per annum, along with the other significant benefits. 

The Customer: Cardiff Council is the governing body for Cardiff, the capital and largest city in Wales and the tenth largest city in the United Kingdom. It is the biggest council in Wales, delivering services to an estimated 346,000 citizens. The council’s net budget in 2013-14 is £ 593 million and employs over 17,500 employees.

Business Scenario:
The council embarked on a major review with an objective of being “a high-performing provider of value-for-money services for its citizens and customers by transforming ways of working to make better use of skills, knowledge and assets.”

The HR and payroll department of the council was reviewing staffing levels in particular, as at that time, it had no Employee Self Service (ESS) and Manager Self Service (MSS) capabilities and used nonstandard processes. The department operated in a transactional way with limited ability to view and monitor compliance. The knowledge management system also did not use enterprise-wide policies and procedures. There were multiple variants of forms and processes, causing confusion among end-users. For example, 88 payroll forms were used for 11 processes.

The cost of Full-time Equivalent (FTE) was approximately £3.6 million per annum. Multiple systems were used for the same function existing in silos. For example, 11 document management systems and 13 case management systems were used along with paper-based processes.

TCS’ Solution: 
We chose TCS’ Framework Oriented Architecture (FOA) model, that customized and extended existing Commercial Off-the-Shelf (COTS) products, to build an appropriate solution. We proposed an integrated solution with DigiGOV, an IT enabler framework, and an SAP implementation. The core SAP HR data management and payroll modules were retained, while enhanced functionality was provided using the flexible and scalable DigiGOV framework. We implemented DigiGOV based on its Rapid Transformation Methodology (RTM).

We delivered the following as a part of this engagement:

  • Human Resource Management System (HRMS) 
    • HR functions encompassing the entire HR lifecycle of an employee - from recruitment to retirement - as a shared service across various council portfolios.  
    • Intuitive HR ESS and MSS business function available through Internet (very few councils in the UK have ESS and MSS and even fewer can access these via the internet)  
    • HR shared service platform  
    • Functionality to identify real-time financial implication as a result of sickness absences across the council  
    • Ability to monitor and review individual performance with clearer objectives online
    • A single view of the employee enabled through a personal electronic file 
    • Smartphone compatible solution

  • Single Status: TCS’ IT solution enabled the council to implement the 1997 National Joint Council (NJC) Single Status Agreement affecting a minimum of 12,000 employees and resulting in the following:  
    • Assimilating current and new pay and grading structure  
    • Managing enquiries utilizing the shared service platform
    • Generating letters, new terms and conditions and managing appointments, payments and more 
    • Obtaining a single view of each employee

  • Enterprise-class Common Capabilities
    • Document and case management 
    • Workflow 
    • Knowledge management
    • Organization management
    • Executive dashboard, analytics and management reporting

  • Interconnectivity through Adapters and Interfaces: The solution enables the council to safeguard its investment in existing IT systems by “wrapping around” or interconnecting various systems and applications. For example, the DigiGOV HRMS is interfaced with the SAP payroll system.

Key Benefits:

  • Cashable savings of around £900,000 per annum  
  • Potential for economies of scale and higher level of efficiency through simplification and standardization  
  • More reliable, richer and consistent management information, enabling efficiency and cost savings  
  • Potential for quantifiable improvements to customer service and customer satisfaction  
  • Potential for greater staff satisfaction demonstrated by a shift toward more value-added activities  
  • Flexibility of workforce to meet peaks and troughs in the workload  
  • Professional shared services capability that the council can take to the market to generate new revenue and meet the Welsh government mandates  
  • Scalability and flexibility of service to meet new challenges as the council transforms and evolves  
  • Technology-enabled flexibility to deal with new policy changes  
  • Technology to support the implementation of single status to eliminate gender-based pay gaps and introduce an “equality-proofed” pay model and harmonize the pay and terms & conditions between former manual and non-manual workers.

“From a control perspective, I think management review of information and data held in DigiGOV is really important and a huge advantage coming from the project. I would hope managers are being encouraged to use the information now available to them to manage in a more effective and efficient way with real opportunities for this as more modules go live. We are impressed with what we saw and there seems to be much useful data now being gathered for the modules gone live.”
- Cardiff Council, Head of Audit and Risk