'Don’t ‘park’ your questions…connect to the helpdesk and have them answered’.

Just dial 09 200 83555 and you will be connected to NNPC’s latest HR solution; the HR help desk. Designed to be able to give up to date information on any issue relating to Human Resources within NNPC, this solution is set to change the face of how business is done by HR. In the past, wherever you are, as a member of staff you need some information, it is possible that you would have called one of the numbers for admin and personnel department and no one would have picked the phone. It could also be that you actually went to admin and personnel department to get some information but you were unable to get the required information because there was no one around to attend to you or those around don’t have the time though the information is at their disposal. The essence of HR Help Desk is to provide: Service, Service and more Service It is also to begin to actualize HR’s new vision with action.

What is the big deal in HR Help Desk? HR Help Desk has been initiated to correct the several flaws in HR’s current service delivery: Poor response time to customer requests which emanates from poor information availability and disparate sources of information rather than centralised leading to lack of consistent information.

How will HR Help Desk benefit you?

HR customers (NNPC staff) do not have a single point of contact for the basic HR enquiries as a result a significant portion of HR staff time is spent resolving all categories of HR requests from the various HR Customers who visit the department. HR Help Desk will provide a single point of contact for both external and internal customers. Reduce man hour losses by a decrease in the number of staff who need to physically visit the department. It will also ensure consistency in the HR service delivery. Employees can obtain services while away from offices (Retirees, Staff on leave etc). Enquiries can be tracked and measured. This will bring insight into HR customers needs. HR Help Desk will free up time for the HR Professional to attend to strategic HR issues. Overall we will be one more step ahead in attaining our vision for service excellence in HR.

HR Help Desk Scope of Services will resolve HR Issues on Corporate Policy, Employee Relations, Personnel Information, Employee Data, Job Descriptions and Organizational Structure. HR Help Desk is committed to customer friendly, timely and effective services by being the primary and first point of contact for all HR customers Answering all calls by a maximum of three rings; Resolving HR issues within 3minutes, Ensuring confidentiality and information security by applying necessary procedures to verify caller identity (e.g. Manager's approval on requests requiring confidentiality faxed to HR Help Desk) and lastly taking responsibility for issues/questions until they are resolved and providing feedback to HR customer

HR Help Desk watchword will be customer satisfaction: Hence, a Service Level Agreement (SLA) is being put in place. Included in the SLA is an escalation procedure in the event of service failure – Please use it, it can only make the service get better. All these challenges and many more have been addressed by the establishment of this solution. If you ever have any question on any issue that pertains to your welfare in NNPC, just dial the comprehensive line (83555) and someone will be on hand to talk to you. As the HR department says, don’t ‘park’ your questions…connect to the helpdesk and have them answered.