HR Shared Services Benchmarking Study Overview

This document is a technical report detailing the findings of the ScottMadden and APQC HR Shared Services Benchmarking Study conducted in April 2024. The study aims to provide insights into the state of HR shared services by analyzing various metrics and qualitative information across organizations. It highlights the evolution of shared services organizations (SSOs) over multiple cycles since its inception in 2011, focusing on staffing, governance, and operational efficiency. Key metrics include the ratio of HR full-time equivalents (FTEs) to employees, the total cost of HR functions per employee, and the use of tiered staffing models in service centers. The report also discusses the increasing adoption of intelligent automation and virtual workforces within HR shared services, indicating a trend towards greater efficiency and technological integration. The findings are based on data collected from a diverse range of organizations, providing a comprehensive view of current practices and benchmarks in HR shared services.