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Backlog of payroll tickets has been greatly reduced

Jan 09, 2019

Provincial payroll team

Since April 2018, the Provincial Payroll and Scheduling Services (PPSS) team at 3sHealth has collaborated with health system partners to resolve a backlog of outstanding service requests. This will improve service to employees across the health system, most notably the Saskatchewan Health Authority.

Health system partners who work in payroll and staff scheduling are collaborating to make necessary corrections and adjustments within these systems. Team members are also working closely with one another to set up and run automated queries, perform essential system security checks, administer the provincial Gateway Online platform, and so much more.

Even though many service requests are regularly handled each day, some requests could not be resolved as quickly. Earlier this year, the team took a focus-and-finish approach to significantly reduce the vast majority of this backlog.

“In the spring we had 203 outstanding requests,” said Ryan Weber, Payroll Supervisor at 3sHealth. “But today that number is down to just 33. As we decrease our backlog, the percentage of requests closed within our established service level standards continues to increase, which benefits payroll customers.”

In fact, the team resolved 84 per cent of all service requests in October within established service standards, up from 68 per cent in April.

“We know that it’s a time of rapid change at the SHA and we want to do whatever we can to help as they continue to evolve as an organization,” said Weber. “Today, we are collaborating like never before as an entire team of professionals to ensure health system employees are paid right and on time.”

“We are sharing systems expertise and building greater knowledge capacity throughout the system,” added Minda Stettner, Interim Director, Provincial Payroll and Scheduling Services. “More and more, this helps us anticipate problems and respond to them before struggles start to set in. Over time, we want to keep growing our community of experts, which should help us better support the payroll and scheduling service of the future.”

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