Case Study: Commonwealth of Pennsylvania achieves $3.5M annual savings and faster HR service with Infor HR Service Delivery

Commonwealth of Pennsylvania improves services, reduces costs with Infor HR Service Delivery

The Commonwealth of Pennsylvania’s executive branch, which oversees HR for roughly 73,000 salaried and 8,000 wage employees across 23 agencies, needed to launch an HR shared services center quickly while doing more with fewer staff and budget. The state faced the challenge of supporting a highly diverse workforce (about 2,500 job classifications), proving the benefits of a centralized model to agencies, and meeting a tight ten-month implementation timeline.

Using Infor HR Service Delivery — including automated call distribution, a combined knowledge base, case management and onboarding — the Commonwealth centralized HR services and met its timeframe. The project saved $3.5 million annually, eliminated 70 positions through consolidation, extended service to 25,000 employees with limited internet access, and handled roughly 1,900 weekly inquiries with 90% answered in under 30 seconds.

Commonwealth of Pennsylvania

Jim Honchar

Deputy Secretary, HR and Management, Commonwealth of Pennsylvania