HR Shared Services

Human Resource Shared Services Centre

Human Resource Shared Services (HRSS) is a major initiative to build on and support the modernisation and transformation of the Public Sector.

Under this project, similar, standardised, transactional HR services are administered for multiple MDAs from a single entity – the HR Shared Services Centre (HRSSC). HRSS focuses on the customer and service delivery is guided by business processes and service level agreements.


The pilot for HRSSC began in March 2021.                        

How HRSSC Works

A tiered service delivery model powered by technology is being rolled out. 

TIER 0: Employee/Manager Self Service & Knowledge Base


Employees and Managers interface with the HRSSC by logging on to MyHR+: (Employee and Manager Self Service Portal) to request services, access information and process and approve transactions.

TIER 1: Help Desk

Employees interface with the HRSSC Helpdesk as first point of contact for queries and clarifications by:

  • Logging on to the Case Management and Knowledgebase (Ticketing) system
  • Calling the telephone helpline
  • Sending an email
  • Online chat

TIER 2: General and Specialist Operations

  • HRSSC processes more complex general HR matters for which more time is required.
  • Provides specialist HR support functions
  • Provides support for HR Business Partners (HRBPs) and Centres of Expertise (COE)

TIER 3: Escalation

HRSSC escalates employee queries for matters outside of its remit. These include to MyHR+ Technical Team, HRBPs & COE.






  • 24 Hour user friendly MyHR+ Access
  • HR at their fingertips/accessibility
  • Consistency in application of policy
  • Consistency in service delivery


  • 24 Hour user friendly MyHR+ Access
  • HR at their fingertips/accessibility
  • Consistency in application of policy and service delivery
  • Empowered to manage team more effectively

HR Community

  • Operational support
  • HR becomes more strategic and less administrative in focus
  • Information powered by data analytics at your fingertips
  • Standardised best practice operational process

Key Goals

  1. Transforming the management of human resources is central to achieving greater levels of efficiency in the public sector.
  2. The introduction of HR Shared Services is part of a wider programme to transform human resource management in the public sector.
  3. HR Departments will now be better able to support their organisations in a more strategic and effective way because the Centre will provide day-to-day (transactional) HR services.