11 Transforming HR Service Delivery
National Archives and Records Administration
Nathan Bailey
Glenn Sutton
Alexis Gray
Over the past decade, most federal HR organizations have been moving toward a much more strategic role, characterized by a focus on human capital, organizational strategy, and mission requirements, along with relatively less focus on processes, procedures, and HR transactions. At the same time, improvements in HR technology have made it possible to dramatically improve customer service while serving in a more strategic advisory role. Every federal organization needs to take a deep and unbiased look at what kinds of services it is providing customers, how it is delivering those services, what customers really want and need, ...
