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Reviewing the systems, processes, organisational structures and approach to service delivery for HR across the College

Project Overview

The Human Resources Vision 2020 outlines HR’s commitment to its services being frictionless, integrated, time-efficient and value-adding. Following a change in its organisational structure and operating model, this project now seeks to review the processes, systems and approach to service delivery for HR across the College. This project aims to ensure HR service provision at Imperial is flexible and responsive while being as efficient as possible. 

The project aims to achieve this through three concurrent activities:

Project info

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Process review

A consistent mapping of standard processes and roles in transactional HR activities, with improvements and modifications made wherever beneficial to the College.

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Systems review

A review of the systems that underpin HR services, ensuring that management information, performance metrics and business analytics are accessible; providing insight to strategic staff across the College and supporting HR processes.

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Operating model review

A revised approach to service delivery, guaranteeing a balance between consistent, effective and efficient service delivery while ensuring local responsiveness and strategic support for departments.

Vision and goals


An improved customer experience. This means ensuring HR services are easy to access, creating processes that are streamlined, and meeting our customers' needs.

Effective and efficient delivery of HR services. This means creating an environment where a personal touch is delivered where required but - where appropriate or beneficial - online guidance and self-service are in place.

Improved consistency of access and delivery of services. This means that staff across College will have access to the same range of services, which will be delivered in a consistent way.

Improved HR staff job satisfaction.


Increased customer satisfaction. Including ease of access, efficiency and consistency of delivery.

Decreased HR staff costs.

Increased HR staff job satisfaction. Including opportunities for development and progression.

Increased staff competencies. Including skills training offered as part of the revised operating model implementation.