HR service delivery

Helps HR operations leaders design how HR services are delivered to employees and managers, including tiered support models, service catalogs, SLAs, and case management.

Supported tasks

• Designing tiered HR support models (Tier 0 self-service, Tier 1, Tier 2, Tier 3)
• Building an HR service catalog
• Writing service-level agreements (SLAs) for HR case types
• Designing HR case management workflows and routing rules
• Creating knowledge-base articles for employee self-service
• Defining escalation paths from Tier 1 to specialist HR teams
• Building HR contact center scripts and macros
• Measuring HR service delivery performance (case volume, resolution time, CSAT)
• Designing employee self-service portal content structure
• Drafting HR service delivery charters and governance models
• Creating onboarding materials for new HR service center agents
• Auditing case management data for recurring issue trends

Key prompts

Service model design

1. "Design a 3-tier HR service delivery model for a company of [size]."
2. "Build an HR service catalog covering the most common employee requests."
3. "Define escalation criteria for when a Tier 1 case should move to Tier 2."
4. "Design a case routing workflow for [request type, e.g., leave of absence]."
5. "Draft a charter defining the HR service delivery team's scope and governance."

SLAs and performance

1. "Write an SLA for response and resolution time on [case type]."
2. "Create a dashboard spec to track HR case volume, resolution time, and CSAT."
3. "Draft a monthly HR service delivery performance report template."
4. "Define escalation SLAs for urgent case types like harassment complaints."
5. "Create a root-cause analysis template for recurring case categories."

Self-service and knowledge

1. "Write a knowledge-base article answering [common employee question]."
2. "Design the information architecture for an employee self-service portal."
3. "Draft a script for HR service center agents handling [case type]."
4. "Create onboarding materials for a new HR contact center agent."
5. "Identify which case types are good candidates to move to self-service."

Tips

• Route sensitive cases (harassment, legal, medical) directly to specialists, never through general Tier 1 queues.
• Track root causes of high-volume case categories to fix upstream issues, not just resolve tickets faster.
• Keep self-service content updated whenever policy changes to avoid inconsistent answers.
• Set SLAs that reflect actual case complexity, not a single blanket target for all case types.

Common mistakes

• Treating every case type with the same SLA regardless of sensitivity or complexity.
• Building a self-service portal without a clear escalation path for edge cases.
• Measuring only speed (resolution time) without measuring quality (CSAT, reopened cases).
• Failing to define clear ownership boundaries between HRBPs and the service delivery team.