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The Iowa Experience:Human Resources as a
Strategic Business Partner
Mollie K. Anderson, Director
Iowa Department of Administrative Services
For the International Personnel Management Association
October 1, 2004
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Why Did You hoose HR!
Why did you get into H!
Ho" long ha#e you been in this $ield!
Where do you "ant this %ro$ession to ta&e
you!
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What an HR Pro"essiona# Is
'he systemi(ing, %olicing arm o$
e)ecuti#e management
An ad#ocate $or em%loyees
*trategic business %artner $or customers
A cham%ion $or change
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The Primary HR $oa#
+et the right person…
With the right skills…
Into the right job…
With the right supervision to meet %er$ormance
e)%ectations and
Add #alue to the organi(ation-
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Ho" do you attract and retain .ualityem%loyees!
Ho" can you become a strategic %artner"ith your customers!
Ho" do you im%ro#e %roducti#ity and OI!
What issues a$$ect em%loyers/ ability tomeet com%any goals!
The Primary HR %uestions
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HR ha##enges Today
hanging em%loyee demogra%hics and needs
More com%etition $or a s&illed "or&$orce
Focus shi$ting $rom regulation to ser#ice
emand $or customi(ed ser#ice
'he need to su%%ort desired businessoutcomes and a$$ect the bottom line
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The Iowa Experience
e%artment o$ Administrati#e *er#icescombined 3 agencies in 200
Ado%ted the entre%reneurial managementconce%ts o$ strategist a#id Osbourne
Four goals Im%ro#e customer ser#ice, sa#emoney, streamline, and use resources in amore $le)ible manner-
5ni.ue $inancing a%%roach
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Entrepreneuria# &anagement
A customer-$ocused 67O' program
$ocused8 a%%roach
'o delivering services 67O' running a
%rogram8
In a competitive marketplace ( 7O' a
monopoly -8
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How D'S is Set (p in Iowa
A com%lement o$ in$rastructure and $acilities
ser#ices, including $ull range o$ H $unctions
9ach $ee:based o%eration co#ers its costs
ustomer ouncils set utility rates
;o"ing and steering/ $unctions se%arated
Mo#ing to"ard one:sto% sho%%ing model
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What D'S Started With
'raditional $inancial in$rastructure
;Old/ agencies "ithout legislati#e cham%ions
'hirty %ercent budget cuts o#er three %re#ious $iscal
years
Highly tenured, %rogram:$ocused em%loyees
+rum%y, uneducated customers
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What D'S Has Done
Passed enabling legislation
e#elo%ed $ee:based $inancing models,
determined ser#ice costs, and reducedcross:subsidi(ed ;drug deals/
Ado%ted an internal shared ser#ices model
9stablished and em%o"ered customercouncils
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What D'S Is Doing )ow
e$ining $inancing and legislati#e
$rame"or&
9liminating silos bet"een merged agencies
9ngineering a culture change
e:moti#ating em%loyees "ith training and
incenti#es
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The Iowa 'pproach to HR
e$ine internal and e)ternal customers
<no" your customer6s8 and their
business6es8
<no" your business goals and "hat it
ta&es to achie#e them
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Setting HR Priorities
<no" your customers/ 6internal ande)ternal8 %riorities
5nderstand the $inancial ris&
9#aluate the %otential $or im%ro#ement
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How to reate a ompe##ing
Picture "or 'ction
o your home"or& and be %re%ared to tell
your story
Identi$y ris&s o$ inaction
<no" the im%act on $inancing and
%roducti#ity
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How to $et Your *wn Team *n
Board =ay out clear e)%ectations
5se a customer ser#ice re%resentati#e
model and ser#ice deli#ery agreements
5se %er$ormance e#aluations and re"ard
%rograms
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Examp#e: Wor+ers omp
*tart "ith the #ie"%oint that %eo%le are the
$ace o$ go#ernment
'ell the story sim%ly, using the numbers
e$ine the ris& 6$inancial, %roducti#ity8 i$ no
action is ta&en
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How to $et In,ited to the
Decision &a+ing Ta-#e
onnect "ith customer goals>sa#emoney, streamline %rocesses, etc-
<no" your business>and your customers/business
Articulate a com%elling story
Follo" u%?
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What Ro#e Does
ommunication P#ay!
*tart "ith research>&no" the $acts
'ell your story in a com%elling,
understandable "ay
'he ;#isual identity/ conce%t "or&s
e%eat, re%eat, re%eat
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(se the Too#s
For the basics, an FA@
Annual re%orts
7e"sletters or bulletins
ris% $inancial results
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What You an &easure
ustomer satis$action
Financial goals
+rie#ances
Processing time
'urno#erretention
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The Bottom .ine
Watch the %eo%le "ho ha#e le#eraged their
H e)%ertise to mo#e ahead-
H is no longer Bust a &no"ledge game>you must be able to a%%ly "hat you &no"-
Cou must be able to listen, e#aluate and%ersuade-
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What You an Do to De,e#op
Your S+i##s and areer 9ducation
Write and tal&
5se associations and seminars
Mo#e around in H s%ecialties and to career
o%%ortunities
ross:$unctional teams
=oo& $or emerging issues
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.essons .earned/a Recap
De %roacti#e, not reacti#e
<no" your customers and your business
o your home"or&
=earn $rom others "hen you can
De concise and clear
<ee% current on emerging issues
+et in#ol#ed in H organi(ations
*ometimes you ha#e to mo#e
Cou can/t go it alone
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%uestion
and 'nswers
0isit the D'S we-site1
http:22www3das3iowa3go,