Attachment 4_Draft Projected PPB and Call Center Workload Volumes_vF.xlsx
XLSX spreadsheet 17 KB Posted
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About this file
This Excel attachment is a draft projection of Personnel Action Requests (PAR), Payroll, and Benefits (PP&B) workload volumes for the Department of Commerce (DOC) in calendar year 2026. The document provides detailed historical data and estimated volumes across two 6-month periods, with annual totals of 57,046 PAR transactions, 20,056 payroll transactions, and 6,340 benefits transactions. The data is sourced from NFC and ServiceNow systems, with FTE (Full-Time Equivalent) counts by Servicing HR Organization (SHRO) totaling 21,533, including 11,285 from NOAA, 6,999 from Census, and 3,455 from OHRM/Talent Support.
The attachment also includes contact center volume data for 2024, showing 33,059 total calls to the service center, 12,426 emails, and 8,697 portal interactions. The document notes potential fluctuations in hiring that could impact PP&B volumes and emphasizes that the data is based only on in-scope bureaus. This information appears to support a Request for Information (RFI) for HR processing services, specifically for Personnel Action Requests, Payroll, and Benefits processing for the Department of Commerce.
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| Attachment 2_Draft Service Level Agreements_vF.pdf | ||
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| DOC_SSPO_HR RFI_F.pdf |
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| Attachment 4: DRAFT Projected DOC OHRM PAR, Payroll, and Benefits (PP&B) and Call Center Workload Volumes |
| Description: The information provided in the "PP&B Volume & FTE" tab consists of the expected volumes for PAR, Payroll, and Benefits for calendar year 2024, which is based on historical volumes in 2022 and 2023. It also includes the number of FTEs per Servicing HR organization (SHRO). The "Call Center Volume" tab provides historical inquiry and contact center data from 2024. |
| Data Sources: |
• Data for the expected PP&B volumes is based on historical data pulled from NFC and ServiceNow systems
• Data for the FTE by SHRO is as of 9/30/2025 and was collected from HRConnect’s Workforce Analytics. HRConnect serves as the true system of record for employee count.
• Data for all Contact Center metrics is from ServiceNow
Notes:
• Please note that DOC often experiences hiring fluctuations which can affect both PP&B volumes and FTE counts.
• Volumes and FTE counts are based on in-scope bureaus only.
PPB Volume & FTEs
| PP&B Estimated Volumes | FTE Count by SHRO |
| Below is the total estimated PAR, Payroll, and Benefits volumes for Calendar Year 2026 broken down into 6-month periods | Below is the FTE count by SHRO as of September 30, 2025. |
| PAR | Payroll | Benefits | SHRO | FTE | |
| CY Q1-Q2 | 26,221 | 9,838 | 3,109 | NOAA | 11,285 |
| CY Q3-Q4 | 30,825 | 10,218 | 3,231 | OHRM/Talent Support | 3,455 |
| Annual Total | 57,046 | 20,056 | 6,340 | Census | 6,999 |
| Total | 21,533 |
Contact Center Volume
| Historical HRIT Service Volumes (2024 PP01 - 2024 PP25) | |||
| Volume January 6 - June 22 | Volume June 23 - December 11 | Total | |
| eOPF | 1411 | 1165 | 2576 |
| HRC | 1846 | 1703 | 3549 |
| webTA | 299 | 639 | 938 |
| Access Requests | 146 | 135 | 281 |
| Historical HR Contact Volumes (2024 PP01 - 2024 PP25) - Only Tier 1, Tier 2, Tier 3 | ||||
| Volumes | Volume January 6 - June 22 | Volume June 23 - December 11 | Total Volume | Number of Contacts to Incidents |
| Calls to Service Center | 17342 | 15717 | 33059 | 14721 |
| Emails to Service Center | 6739 | 5687 | 12426 | 12426 |
| Portal to Service Center | 3900 | 4797 | 8697 | 8697 |
File details come from the government source that posted it. Updated .