[IDHR] FW: Updated Luma Support Model -- Please Read
DHR Staff Contact List
idhr at admws.idaho.gov
Tue Jul 18 09:47:38 MDT 2023
Hello!
Thank you to everyone for redirecting your questions through DHRSupport at dhr.idaho.gov<mailto:DHRSupport at dhr.idaho.gov>! This is very helpful for us to have the questions all funneled to one location with priorities of them noted. This will help us know where we need to provide additional more in-depth training, FAQs, and updated QRGs.
I wanted to provide you an update regarding the Luma Support Meetings. We discussed this at Central DHR yesterday and are going to host a weekly Luma Support Meeting that is open forum discussion where all questions are welcome. This will be Tuesdays at 11 AM and will begin next week (Hanna will send out the invite). Additionally, the DHR Program Managers are going to schedule trainings specific their programs each week based on where they are seeing a lot of questions/confusion/errors. We won't have a formalized schedule around this right now as we're still working through it and trying to be flexible and responsive to where the needs exist, but you can expect to begin to see invites from them. For instance, we are getting a lot of questions on Performance Appraisals so we may need to do another session on that. We're going to record the sessions for the purpose of using the recording to create e-learning content, not for the purpose of making it widely available to watch later. The reason for this is that there is usually sensitive information that gets pulled up when we're walking through the system and we don't want those recordings floating around.
We're still working through the rest of the list below and will continue to provide updates!
Thanks!
Janelle White | Deputy Administrator
[cid:image001.png at 01D9B59A.FF1A8760] 208.854.3079
[cid:image002.png at 01D9B59A.FF1A8760] 208.854.3088
[cid:image003.png at 01D9B59A.FF1A8760] janelle.white at dhr.idaho.gov<mailto:janelle.white at dhr.idaho.gov>
[cid:image004.png at 01D9B59A.FF1A8760] www.dhr.idaho.gov<https://dhr.idaho.gov/>
[cid:image005.png at 01D9B59A.FF1A8760]
Connect with us:
[cid:image006.png at 01D9B59A.FF1A8760]<https://www.facebook.com/stateofidahoemployment> [cid:image007.png at 01D9B59A.FF1A8760] <https://www.instagram.com/stateofidahoemployment> [cid:image008.png at 01D9B59A.FF1A8760] <https://twitter.com/idahodhr> [cid:image009.png at 01D9B59A.FF1A8760] <https://www.linkedin.com/company/stateofidahoemployment>
Providing quality customer service is important to us. If you have any comments or suggestions regarding the service provided to you, please contact Lori Wolff, Administrator, at Lori.Wolff at dhr.idaho.gov<mailto:Lori.Wolff at dhr.idaho.gov>.
From: DHR Staff Contact List <idhr at admws.idaho.gov>
Sent: Friday, July 14, 2023 12:53 PM
To: HR Modernization Contact List <idhr at admws.idaho.gov>
Subject: [IDHR] Updated Luma Support Model -- Please Read
Hello!
We've been chatting here about the best way to support you now that we have a few weeks of Luma under our belts, and have a few changes we're planning to make in the coming week(s).
Here are the changes:
* EXPERT USER MODEL
* We are going to sunset the Expert User Model. Our Expert Users have been so incredibly gracious with their time and willingness to support the transition to Luma, and we are so grateful to them! At the same time, we recognize the workload demand on them isn't sustainable, so we're going to shift direction. Please take a moment and thank your Expert User for all the support they've provided! Expert Users, please continue to work through anything you're in the process of and refer anything new to DHRSupport at dhr.idaho.gov<mailto:DHRSupport at dhr.idaho.gov>.
* LUMA PROBLEM-SOLVING PROCESS FLOWCHART
* We are working on creating a new process (in lieu of the Expert Users) along with a visual Flowchart document that walks you through the process of getting support related to Luma.
* PROCESS TO RECEIVE LUMA SUPPORT (effective immediately)
* In lieu of Expert Users and until we get the flowchart created, please email DHRSupport at dhr.idaho.gov<mailto:DHRSupport at dhr.idaho.gov> and indicate a priority number in the subject line (we'll formalize some definitions to share - but for now, let's say 1 - critical pay issue needing resolution within 24 hours, 2 - critical recruitment/hiring issue needing resolution within 72 hours, 3 - non-critical (i.e., not going to affect pay, hiring, recruiting) issues needing resolution within 5 business days; 4 - all others needing resolution in 5+ business days). Our Central Office DHR staff will manage this mailbox and respond to questions. You will want to continue to use the templates we previously provided that direct you to include a screen shot of the issue.
* Please do not submit an SCO Helpdesk Ticket or email functional team members (Hanna, Jeni, Ashley, Courtney, Haley, and Logan) unless directed to do so. They are the ones monitoring the DHR Support mailbox and will resolve your issue through there. If a ticket is needed, they will submit it to SCO on your behalf, indicate the priority, track its progress, communication status updates, and ensure resolution. If you submit a question to the DHR Support mailbox and don't hear back, e-mail the DHR Support box again with the original e-mail or if you issue has since been resolved.
* NEW DISCUSSION BOARD
* We are working on creating a Discussion Board in SharePoint to take the place of the Luma Support Meeting Teams Chat. That should create more organization, structure, and ability to find questions and answers.
* LUMA SUPPORT MEETING
* Beginning on Monday, we are going to sunset the daily Luma Support Meeting and begin work to replace it with targeted Micro-Learnings that are specific to certain topics, such as Payroll, Recruiting, Classification, Compensation, etc. We ask that you limit your questions to those specific topics so that we can stay on track. We will offer a weekly Open Discussion where any Luma questions are welcome.
* REMINDER OF RESOURCES
* Part of the flowchart we will share is a reminder of the existing resources, such as the DHR SharePoint Site, Luma Knowledge Base, QRGs and Micro-Learnings. Please continue to visit these before submitting questions to DHR Support and/or asking them during Luma Support Meetings.
We hope to have the things implemented within the next couple of weeks. We'll keep you informed of progress and/or changes to this plan.
Additionally, we hired a contractor (she is a former HR employee with lots of state HR and system knowledge) who is going to begin reviewing and updating our QRGs to ensure they're accurate and provide the appropriately level of detail/context. We will also work on getting e-learning courses available that provide more depth of information that is in the Micro-Learnings.
Thanks and let me know if you have any questions or concerns!
Janelle White | Deputy Administrator
[cid:image001.png at 01D9B59A.FF1A8760] 208.854.3079
[cid:image002.png at 01D9B59A.FF1A8760] 208.854.3088
[cid:image003.png at 01D9B59A.FF1A8760] janelle.white at dhr.idaho.gov<mailto:janelle.white at dhr.idaho.gov>
[cid:image004.png at 01D9B59A.FF1A8760] www.dhr.idaho.gov<https://dhr.idaho.gov/>
[cid:image005.png at 01D9B59A.FF1A8760]
Connect with us:
[cid:image006.png at 01D9B59A.FF1A8760]<https://www.facebook.com/stateofidahoemployment> [cid:image007.png at 01D9B59A.FF1A8760] <https://www.instagram.com/stateofidahoemployment> [cid:image008.png at 01D9B59A.FF1A8760] <https://twitter.com/idahodhr> [cid:image009.png at 01D9B59A.FF1A8760] <https://www.linkedin.com/company/stateofidahoemployment>
Providing quality customer service is important to us. If you have any comments or suggestions regarding the service provided to you, please contact Lori Wolff, Administrator, at Lori.Wolff at dhr.idaho.gov<mailto:Lori.Wolff at dhr.idaho.gov>.
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