Programme news

ESR Assessment – Supporting the NHS People Plan

The NHS People Plan sets out the actions to support transformation across the whole NHS. Following on from the NHS People Plan, the Future of NHS HR & OD Strategy outlines a vision and actions that support the delivery of the four pillars within the People Plan and embeds the seven elements of the People Promise.

The Annual ESR Assessment has recently been updated for 2022-23.  The recent changes to the ESR Assessment include references to the NHS People Plan and the Future of NHS HR & OD Strategy.

These changes to the ESR Assessment now include how ESR functionality can help NHS HRD’s / CPO’s and their teams meet some of the objectives of the NHS People Plan and the Future of NHS HR & OD Strategy.

With a focus on Retention, in recent months, the NHSBSA ESR service team has been collaborating with NHS England’s Retention Leads to raise awareness amongst HRDs / CPOs and their teams about how ESR functionality and its data can be used to support the delivery of their local Retention Strategies. This represents one aspect of how ESR capability can support local action plans in support of the NHS People Plan.

Updated ESR Assessment Reports

Using data taken directly from ESR, together with an understanding of what workforce related priorities each organisation has set out for the twelve months ahead, your ESR Functional Account Manager produces a series of reports that include recommendations about ESR functionality - aimed at helping HRDs / CPOs meet their local workforce, recruitment and retention goals.

The ESR Assessment is carried out in two parts; firstly a comprehensive set of statistics and figures taken directly from the ESR solution, looking across a broad range of functional areas within ESR. This identifies gaps in usage and highlights where organisations can gain further efficiencies and benefits.

The second part of the process involves an in-depth discussion with the ESR Functional Account Manager looking at the organisation’s current agenda and future plans for ESR; so we can identify areas where we can provide additional guidance and support. 

Following the ESR Assessment, those in attendance, along with the organisation’s HRD / CPO receive a number of reports, these are detailed below.

At A Glance Report

This report provides your organisation with a helpful overview (using a traffic light colour code) of how you are utilising ESR against key ESR functionality.

Your ESR Annual Assessment Report

This is a full report of the organisation’s ESR utilisation based on the ESR Assessment outcome. It includes all the data discussed in the meeting along with timelines and project details where these have been agreed.

Organisation People Plan Report

Within this detailed report there are 35 specific organisational calls to action, where ESR can help your organisation to deliver on local recruitment and retention plans in line with the NHS People Plan, NHS People Promise and the Future of NHS HR & OD Strategy.

Data collected and discussed during the Assessment will be highlighted within this report giving your organisation an indication of how well ESR is being used and where use of functionality could be improved.

People Plan

Organisation Health & Wellbeing Report

The health and wellbeing of your NHS employees is at the heart of recruitment and retention plans, so this report specifically looks at ESR functionality that can be utilised to assist in this area.

Organisation Infographic – Future NHS HR & OD Focus

This one page infographic gives your organisation a summary of its ESR utilisation against key areas where we believe ESR can assist in meeting key objectives of The Future of NHS HR & OD Strategy.

In addition to the organisation specific reports we also produce two regional infographics:

Regional Infographic – HR & OD Report Focused

This provides a summary of ESR utilisation across all NHS organisations within your region. This enables organisations to understand the regional uptake of ESR functionality in relation to some of the key items within The Future of NHS HR & OD Strategy, and where ESR can assist. 

STP (soon to be ICB’s) Infographic – HR & OD Report Focused

This provides a summary of ESR utilisation across all NHS organisations within a STP. (We are awaiting full confirmation of ICB membership before we convert the reports to reflect these.). This enables organisations to understand the regional uptake of ESR functionality from Self Service and online payslips, to learning competencies and the use of IAT to align to the national Enabling Staff Movement principles.

ICB Infographic – HR & OD Focused (development in progress)

We are developing an ICB based report that will enable organisations within an ICB to understand the regional uptake of ESR functionality - from Self Service and online payslips, to learning competencies and the use of IAT, including alignment to the national Enabling Staff Movement principles.

We conduct ESR Assessments on a rolling programme within the regions in England. If you are looking at how you can meet the objectives of the NHS People Plan and the Future of NHS HR & OD strategy, your ESR Assessment is a good starting point. Contact your regional NHSBSA ESR Functional Account Manager to find out more.  You can find their details here:

Accessing your latest payslip during reduced ESR Service

In order to ensure that ESR remains compliant with legislation, NHS policy and meet requests for change from users or stakeholders, we are required to take ESR and the ESR Hub offline to apply these essential changes in a safe manner - for example pay awards and pension updates, system and security enhancements.

This means that NHS employees cannot log in to ESR or the ESR Hub during the identified period of unavailability.

Viewing your latest payslip

We know that taking ESR offline can cause issues for NHS employees, particularly when they want to log in and check their latest payslip. The timing of ESR unavailability has to be planned outside of local employer payroll processing periods, so that reduces the window of time we have to apply such changes – typically meaning the end of a month being the least impactful to NHS organisations and their processing needs.

To try and reduce the impact for employees, we have delivered a technical change to ESR that will make recent payslips available as soon as possible during periods of ESR unavailability.  This means that employees can view their latest two payslips via the ESR Hub website when the ESR service is offline.

How it works

When we take ESR offline to apply changes, all areas of service are impacted for a period of time. In most circumstances the ESR Hub website can come back online before the ESR production service. 

When the ESR Hub website is back online employees can download their latest payslip.

What employees need to do

Go to the ESR Hub website:

If payslips are available via the ESR Hub, a holding page appears explaining that ESR is unavailable as shown below:

On the holding page there is a button titled ‘Continue to Payslip Download’.

When you click that button, it redirects you to the ‘View My Payslip’ page - this page will open in a new browser window.

Enter your usual ESR Username and Password for internet access and from there you select the ‘Download My Payslip’ button - your latest payslip for your primary assignment (job) will be available to view and/or download.

Useful information

You cannot reset your ESR password when accessing your payslip via the ESR Hub during reduced service.

Please note: you are not logging in to the ESR Portal as the application is still offline.

This facility is only available to users who have access to ESR via the internet. If you don’t have internet access to ESR you can request it from your employer. Follow this link for our help guide:

There is a full guide about how to log in to the ESR Hub to download your payslip during reduced ESR service on the ESR Hub website -


Future NHS workforce solution update

In December 2021 the future NHS workforce solution programme team provided an update on the programme and plans for the Discovery 3.0 phase, which began in autumn last year.

In this edition of ESR News the team is sharing more information about the Discovery 3.0 phase and what is planned for the coming weeks and months as the procurement gathers pace. 

The programme has now completed this final discovery phase and has started the next phase, the procurement of a supplier for the new solution.  

What happened during Discovery 3.0? 

From December 2021 to March 2022, a range of online engagement activities took place where we heard from 450 stakeholders, users and professional experts from across the NHS in England and Wales. These included programme sponsors; colleagues from a variety of NHS Trusts, Arm’s Length Bodies, health and care partnerships and Welsh Health Boards who had volunteered to be involved. Their involvement provided the team with more than 2,500 pieces of feedback which helped them understand, identify, and validate what the user and business needs are for the future NHS workforce solution. These needs have been grouped into seven functional areas shown below and are in addition to the service management elements of the solution which includes system intelligence, security, interoperability and reporting:  

  • Talent Acquisition 
  • Career Development 
  • Performance Management 
  • Core HR 
  • Learning 
  • Compensation and Benefits (Total Rewards, Pensions, Salary Sacrifice) 
  • Time Tracking and Payroll 

    Throughout the three discovery phases, the programme engaged with over 15,000 users and stakeholders through surveys, workshops, interviews, focus groups and correspondence.  

    The programme team would like to say thank you to everyone who was involved in this engagement exercise. Your valuable input has helped them shape the requirements, which will be a key part of the procurement phase of the programme.  

    What’s coming up?  

    The programme team has now commenced the next stage of the programme and started the procurement phase. This means they have formally notified potential suppliers they can now submit their bids for the work on the future NHS workforce solution.   

    The procurement phase will include reviewing and evaluating initial suppliers and creating a short list. The suppliers on this list will create ‘proof of concept’ designs, which will then be tested and a final evaluation process of their bid proposals will take place. Given the work involved during this process and the size and scope of this programme, it is expected this phase will take some time to be completed. We aim to have a contract awarded to the successful supplier in summer 2024. 

    Keep up to date 

    You can keep up to date with the programme by visiting our website, sign up to our FutureNHS workspace and/or sign up to our contact form to receive information direct to your inbox.  

    If you have any questions you can contact the programme team at 

    Case studies

    North East – Sustainable Future Switching off Paper Payslips

    In Autumn 2021 the COP26 Summit took place in the UK, bringing into sharp focus the climate emergency that is incumbent on us all. Up and down the country, Councils, businesses and communities have never been more engaged in the protection of our planet, and COP26 was the impetus for many to act.

    The NHS in the Northeast and North Cumbria of England has been working hard to develop a region wide ‘green plan’ and encourage all NHS organisations in the region to become more sustainable.

    A simple and effective way to reduce the carbon footprint and the impact upon the environment is to switch off paper payslips in ESR, and enable access via the ESR online Portal only.

    Gateshead Health NHS Foundation Trust has recently become the final NHS organisation in the region to switch to online payslips in ESR, meaning that the Northeast is the first region in England to fully make the switch to online payslips only.

    Gateshead Health NHS Foundation Trust moved to online payslips in March 2022. Sharon Foster, ESR Lead, said:

    Switching to online payslips was very easy to achieve and promoted the use of ESR in a positive way within the Trust. As an organisation it has helped us roll out several initiatives as we now know that all staff can access Employee Self Service.

    In Spring 2021 The Northeast Ambulance Service NHS Foundation Trust made the move to online payslips. Karen O’Brien, Director of People and Development, said:

    Prior to the switch the majority of our workforce who are on the road working clinically, out and about with our patients, still received a paper payslip. I am pleased to say the move to digital payslips went smoothly, based on a comprehensive communications strategy, a trial in one area, helping staff to learn to use ESR to access information, and the ease at which it is accessible via the App.

    We have saved paper and postage costs each month, contributing to our green goals for reducing paper. With staff accessing ESR each month to view their latest payslip they can also update their personal information themselves and we have seen an improvement in the quality of personal information, as well as spotting any issues very quickly.

    The reduction of paper is not the only positive impact switching to online payslips is having on the environment. By moving to online payslips NHS organisations are helping to reduce carbon emissions as payslips do not need to be transported from the location of the printing company to NHS organisations. The payslip journey often did not end when the payslip arrived at the organisation; on many occasions a further local distribution journey was involved. At one organisation in the Northeast couriers had to deliver payslips to a further 80 locations. All this increased the carbon footprint of one very small piece of paper.

    Andy Sykes, Workforce Systems Manager at County Durham and Darlington said:

    To be honest, using paper payslips seems so old fashioned now. Making them available electronically, via ESR, has so many advantages and has made such a difference in so many ways, saving administration costs, the convenience of having payslips available at the click of a button – not to mention the sustainability benefits. In the past we had to post payslips to 7,500 employees and it would take two people a day each month, to sort the payslips into groups ready for delivery or postage -in the case of staff absent from work for whatever reason. From a sustainability perspective, there is the obvious benefit of paper saving, but the biggest sustainability benefit is that our couriers no longer have to deliver payslips to over 80 locations across County Durham and Darlington.

    In addition to the many environmental benefits of switching off paper payslips it is also a much more efficient and secure way for employees to access their pay information. They can do this on any device at home or at work and it also enables them access to previous payslips and P60’s as well.

    In one of the largest organisations in the Northeast, The Newcastle upon Tyne Hospitals NHS Foundation Trust, the move to switch off paper payslips has also proved popular with employees and improved efficiency. Commenting on this and the positive environmental impact it has had Chris Wilson, ESR Lead, said:

    Before moving payslips online administrators spent a large amount of time identifying the correct location to send paper payslips internally to staff. 

    The reduction in printing and transit of payslips across the organisation has helped us lower our carbon footprint.

    The change has been popular with our employees who have been able to view their payslips on demand and before they are paid – 30,304 views total in April 2022 alone.

    North Tees and Hartlepool NHS Foundation Trust have been using the online payslip facility for the whole organisation since December 2018. Lynn Biggs, Payroll and Pensions Manager, highlighted the benefits of this move.

    Once the decision was made, communication was vital to ensure all staff were aware of the deadline for go live.

    The benefits that we focused our internal communications on included the fact that staff would have access to their payslips two days earlier than with the paper version, allowing them to query any anomalies prior to payday. Also, using the ESR App ensures that they have access to their own payslip history whenever it is needed.

    For the payroll department the obvious benefit is that our team are no longer not having to sort and mail out the thousands of paper payslips, and there are also no more lost payslips, so this brings additional security benefits for our staff. There were very few complaints about the change to online payslips despite the Trust being strict with not printing payslips for staff requests, this was only done if there was a direct need. We used an ESR email inbox and telephone line to help staff with their log on and any other queries. We also made changes to the termination form and have now include a reminder on the My ESS Portal Dashboard to ensure staff that are leaving the Trust understand their payslip data is no longer available to them once they terminate.**

    On the whole, it was a very positive exercise and did not create any problems for the staff themselves or the payroll department.

    The Northeast as a Region have embraced the move to online payslips and have realised a range of benefits from the switch, including convenience for the employee and efficiency for the organisation. However, the biggest positive impact is on the environment, this has never been more important than it is now.

    Dr Clare Winter, Senior Net Zero Programme Manager - Northeast and North Cumbria Integrated Care System commented on the progress made in removing paper payslips:

    It’s great to see that the Northeast and North Cumbria as a region has eliminated over 1.2million paper payslips which equates to 292 tCO2e per year. To put that in context, this is the equivalent of driving 529,000 miles in an average family car – approximately 23 times around the world! This relatively straightforward elimination has had a very positive contribution to reducing the impact of the NENC ICS and working towards net zero by 2030 – and becoming England’s greenest region.


    Let’s go greener, cleaner, and safer.

    If you want to play your part in making the NHS more sustainable, by switching off all paper payslips, then please contact your NHSBSA ESR Regional Account Manager.


    * 300 estates and facilities employees within Gateshead Health NHS FT are employed by a Wholly Owned Subsidiary of Gateshead Health NHS FT and therefore do not currently have access to ESR. These employees do still receive a paper payslip.

    **Each NHS organisation is a separate Data Controller for ESR. Payslips contain financial information which is not transferrable between NHS organisations, so it is not possible to transfer the documents between employments. It is important that NHS employees download all their payslips and P60’s before their termination date.


    Midlands & East of England

    ESR Self-Enrolment and using QR Codes

    Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas, across two busy hospital sites in Bedford and Luton, with over 10,000 employees. 


    In 2019, the Learning and Development Team were looking into ways to reduce workload for the administration team to enable focus on upcoming projects. The main priority for the team was the time being taken booking places on training for Trust staff. ESR provides the functionality to enable self-enrolment for employees, a feature that was not currently used.

    Tip: Using the ESR BI NHS Learning Administration Dashboard > Class Enrolment Method analysis, a chart was produced which detailed the method by which staff booked on to training. This has proved a useful tool to track progress throughout the project.

    Example chart:

    BI Learning Admin Dashboard

    What we did

    By utilising the ESR User Manual (Learner Access and Restrictions.) and support of our ESR Functional Account Manager, we researched how to enable self-enrolment. As a Trust we had not yet implemented Manager Self-Service, which meant that to make use of self-service for classroom training bookings, we had to configure the classes for Learner Access to enable Self Enrolment.

    To support the new approach to enrolling on classroom-based learning, we wanted to advertise directly to employees the training available. To do this, the Generate Hyperlink functionality was used, initially adding the URL to course information flyers.

    As shown in the screenshot below, it is possible to generate a hyperlink for a course at offering level.


    Utilising QR CodesCourse Flyer

    Whilst this initiative increased bookings via self-service, we thought this could be improved as the hyperlinks can be lengthy and hard to remember.

    Using a free online service such as, the URL can be entered and be converted into a QR code. The QR code can then be added to course information flyers which managers can print and display in staff areas alongside compliance reports.

    The example flier pictured demonstrates the difference between the URL being provided compared to the QR. The use of the QR code frees up space on the flier and also removes the lengthy URL that would be difficult for an employee to copy from a flier printed and placed on a notice board.

    Next Steps

    We are currently undertaking a redevelopment of our education website. The new site will include information on all of the courses available and will promote self-enrolment as the default enrolment method to reduce the number of manual bookings made by the Training Team, freeing up time to concentrate on other areas.


    Feedback has been largely positive, with staff particularly liking up-to-date availability information and instantaneous confirmation for rostering purposes.

    If you have any questions in relation to our experience, please feel free to e-mail


    Recording Health and Wellbeing Conversations in ESR using Self Service

    The experiences of University Hospitals of Derby & Burton NHS Foundation Trust

    University Hospitals of Derby and Burton NHS Foundation Trust (UHDB) is one of the largest NHS trusts in the country, serving a population of more than one million and providing clinical services in forty-eight specialties. The Trust employs over 12,000 staff, across 5 sites, and looking after the health and wellbeing of these staff members is paramount, especially throughout the COVID pandemic and beyond.

    Looking after NHS employees is a key theme in the NHS People Plan  

    “From September 2020, every member of the NHS should have a health and wellbeing conversation and develop a personalised plan. These conversations may fit within an appraisal, job plan or one-to-one line management discussion, and should be reviewed at least annually. As part of this conversation, line managers will be expected to discuss the individual’s health and wellbeing, and any flexible working requirements, as well as equality, diversity, and inclusion. From October 2020, employers should ensure that all new starters have a health and wellbeing induction.” *[1]

    To support organisations in tracking the number of employees that have had a health and wellbeing conversation, a review type of ‘Health and Wellbeing’ was introduced into ESR in April 2021, within the existing Appraisal functionality.


    These review types can be entered into ESR by those allocated the Manager or Supervisor User Responsibility Profiles (URP) or they can be entered via Core Forms, by a central function.

    UHDB recognises the importance of having wellbeing conversations with employees to understand how work can have an impact on individuals’ wellbeing and discuss any support that may be required to remain well. We have incorporated these conversations into our local inductions, line management discussions, training and development exploration and annual appraisals and reviews.

    Once these conversations have concluded, Managers and Supervisors enter the date they took place via Self Service, into ESR, this gives us reliable data about how many wellbeing conversations have taken place and in which departments these conversations have taken place. Over 99% of the Health and Wellbeing reviews that have been entered into ESR at UHDB were entered by Managers and Supervisors via Self Service.

    Siân Brown, People Services Manager at UHDB explains why the organisation chose to record Health and Wellbeing conversations in ESR and the benefits they have found:

    Recording Health and Wellbeing conversations in ESR seemed like the obvious choice as it allows us to centrally monitor the numbers of staff who have had them and it allows managers to monitor it too, without too much additional work for them. In addition to this, we wanted to use the systems we already had within the Trust, but we did not want to add extra pressure to line managers by asking them to record the data in a new or complicated way.

    Since we introduced Health and Wellbeing conversations and started monitoring compliance across the organisation by having the data in ESR, we have seen a reduction in vacancy, turnover, and overall sickness figures from the previous 12 months.

    As well as recording Health and Wellbeing conversation dates in ESR, organisations are able to recreate their own Health and Wellbeing template electronically, using either HTML coding or the questionnaire builder functionality. Once the template has been built, either an employee or a manager can initiate the conversation via ESR, and this electronic template can be transferred between the manager and employee multiple times until it is agreed and then signed off by the manager.

    The benefits of recreating appraisal templates electronically include:

    • reducing the impact upon the environment,
    • having one place for employees/managers to locate appraisal documentation,
    • eliminating the loss of appraisal paperwork which improves information governance standards,
    • being able to report on specific data items within the electronic templates using, locally created, bespoke BI reports, and
    • familiar system for employees/managers.

    Delivering the People Promise

    As set out in the NHS Long Term Plan and We are the NHS: People Plan for 2020/21, the NHS must lead the way in valuing, caring for, listening to, educating and rewarding our people.  We all want our people to be happy, healthy, and able to make changes throughout their career, ideally within your own organisation, but inevitably employees will leave at some point.

    Understanding why employees leave the organisation will help to identify any patterns or trends. This enables the organisation to make changes to the working environment for the benefit and future retention of all staff.

    Having Health & Wellbeing conversations with staff is a key factor in understanding how staff are feeling, identifying any issues or concerns, and making them feel valued, which in turn can help to retain their valuable skills in an organisation and the NHS.

    The NHSBSA ESR team are working closely with regional NHSE&I Retention Teams to demonstrate how maximising ESR capability, such as recording H&W conversations in ESR, is helping to support and deliver local retention strategies.

    Further Information and Help

    If your organisation is looking to optimise its use of ESR capability and would like to join the 43 other NHS organisations in England who recorded Health and Wellbeing conversations in ESR during May 2022, or if you have any queries, please contact your regional NHSBSA ESR Functional Account Manager. Details are available on the ESR Hub here.

    [1] We Are The NHS: NHS People Plan – action for us all 2020/21, published July 2020


    Removing ESR Blue Competency Notifications reduced the number of support calls.

    East Cheshire NHS Trust is an integrated community and acute trust, providing healthcare across Macclesfield, Knutsford, and Congleton in both acute and community settings. With over 2,500 dedicated staff it serves a local population of around 470,000 people.

    ESR competency requirements are used to report on employee’s mandatory training compliance and East Cheshire have competency requirements set against Business Group, Organisation and Job Role levels within ESR.

    East Cheshire have robust processes in place to maintain competency requirements, however it becomes difficult when employees move around the Trust into different roles which have different training requirements. This can mean that some of the competencies that were previously gained in their previous role are no longer needed. When this happens, the employee keeps hold of all competencies they have obtained, however as it is no longer a requirement for their new role, the competency on ESR turns blue (indicating that it’s not a requirement of their current role).

    An enhancement to ESR in June 2020 enabled organisations to suppress the notifications on blue competencies.

    Kate Joynson is the manager of the Workforce Information Team at East Cheshire. Commenting on this enhancement, Kate told us:

    When we heard about the functionality to suppress the blue notifications in ESR, we implemented it as quickly as possible, as we knew this would save us lots of time in support calls. Implementation was a simple task and we immediately saw the impact with a significant drop in support calls from employees.

    With only a small team to manage Statutory and Mandatory Training (stat-mand) compliance it is very important that we use ESR as efficiently as possible and make best use of the system to help us meet these demands.

    Prior to this enhancement in ESR, whenever an employee had a blue competency and it was about to expire, they would still receive an expiry notification to inform them that the competency was about to expire. This was causing confusion for our employees as they didn’t understand why they were receiving these as they were no longer a requirement in their job and in many cases, the employees would automatically repeat the training to ensure their competency profile remained complete. This caused numerous phone calls and emails to our team asking us to remove the competency or stop the notifications.

    We were reluctant to remove the competency as it was evidence of completed training which was still valid and would be useful evidence if they further changed role or left the organisation. We also had no control over the competency expiry notification being sent and all this was very time consuming.

    Since implementing the functionality to suppress these notifications, we have seen a drop in employees contacting us over this issue. The reduction in queries is around 20% which has not only increased our capacity to deal with other tasks, but it has also given our employees some level of confidence that they are now only receiving competence expiry notifications that are relevant to their current role.

    For further information or to discuss how East Cheshire removed the blue competency notifications please contact Kate Joynson, Workforce Information Manager, East Cheshire NHS Trust at


    How can ESR help with Overpayments?

    At a recent London ESR Special Interest Group (SIG) meeting the issue of overpayments and the different ways in which it can be tackled was raised by a number of organisations. Whilst ESR alone cannot solve the occurrence of overpayments, it can be used as part of the solution by enabling local process and practice to reduce the risk.

    A number of the SIG attendees shared their experiences of conducting interesting deep dive exercises within their organisation, identifying ways to tackle the issues using ESR to monitor and identify the root cause of overpayments.

    Findings highlighted that the majority of overpayments related to similar root causes,, including delays or errors when recording:

    • Change of hours
    • Absence (Mat/Pat, sickness, career break)
    • Date of leaving
    • New Starters/Starter did not start
    • Admin error
    • Change of band
    • Manager error

    Following the London SIG, a separate ESR online masterclass was run by the NHSBSA ESR London Regional Team that included sharing of experiences and demonstrating how ESR can help and be part of the solution.

    Jen Morris, ESR Lead at Moorfields Eye Hospital and Vince Lammas, HR Systems Consultant, agreed to work with the NHSBSA ESR London Regional Team in bringing together the masterclass.

    Jen had undertaken an in-depth analysis of why overpayments were occurring and how ESR could help in either preventing them in the first instance or highlighting where they had happened and providing education and training to stop them being repeated.

    The masterclass took place on the 25th May and had eighty-five attendees. The NHSBSA ESR London Regional Team demonstrated how ESR functionality can help towards reducing overpayments, including:

    • Using the property register.
    • Allowing employees (including managers and core users) to access ESR over the internet.
    • Ensuring employees have access to their online payslips as soon as possible before payday.
    • Employees receiving an email when their payslip is available.
    • Allowing employees to receive a notification when a change of contract has been made within ESR.
    • Allowing Employee Initiated Terminations via ESR Employee Self Service.
    • Ensuring absence data is entered as quickly as possible, either via managers or core users.
    • Managers using the ESR managers dashboard to keep up to date with their team status.
    • Core users making use of the transaction monitor to view and track details of self-service transactions that have a status of ‘Pending Approval,’ ‘Complete’ and ‘Error.’
    • A range of BI reports to aid in the monitoring and analysis of ESR process.

    Following the functional session, the Masterclass was handed over to Jenny, and her colleague Michael Ayling, from Moorfields. They talked about the Overpayment Improvements Plan they had put in place, following a detailed and lengthy root cause analysis.

    The things they implemented to tackle the overpayments root causes on a monthly basis are:

    • Manager Self Service Training - completed a re-training exercise of manager Self Service actions for all managers.
    • ESR Manager Access issues - improve process of resolving access issues in a more timely manner.
    • Payroll Liaison Officer - to email Manager responsible for the overpayment.
    • Monthly analysis of root cause of the overpayments for the month.
    • Identify Training requirements for data inputters if root cause identifies a pattern of user error.
    • Checking for any workflows awaiting approval before payroll deadline for transactions.
    • Payroll Liaison Officer - sending a report to HRBPs on monthly basis to look at their divisions.

    Following this insightful update from Moorfields the session was handed over to Vince, who was able to share results from projects he had been involved in. His findings backed up the discussions that had taken place in the initial SIG meeting that had led to the masterclass being delivered.


    The masterclass session generated lively discussion and most on the call were not aware of the extent that ESR can help, alongside local practice.

    All of the attendees told us that they had learnt something new about ESR and had ‘take-a-way lessons’ to investigate further in their own organisation.

    If you would like a copy of the masterclass presentation or would like to discuss this with your NHSBSA ESR Functional Account Manager, you can find their contact details on the ESR Hub by clicking here.

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