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HR Performance Audit for Riverside, CA

The City of Riverside engaged Matrix Consulting Group to conduct an operational assessment of its Human Resources Department. The study aimed to evaluate service delivery effectiveness, staffing capacity, and internal customer satisfaction in response to growing workforce demands.

Challenge

Riverside’s Human Resources Department faced challenges in recruitment turnaround times, a backlog in classification reviews, and limited use of technology for HR operations. Decentralized communication with other departments contributed to inconsistencies in policy understanding and implementation. Additionally, HR staff were under-resourced given the breadth of services required, with classification and compensation processes lacking efficiency and oversight.

Solution

Matrix Consulting Group conducted surveys, interviews, and benchmarking analyses to assess service quality and workload distribution.

Key recommendations included:

  • Restructuring HR teams around functional specialties for improved efficiency.
  • Implementing performance metrics to enhance accountability and service delivery.
  • Enhancing applicant tracking and personnel management systems with technology upgrades.
  • Training HR business partners to act as dedicated liaisons with operating departments.

Outcome

With these improvements, the City of Riverside gained a clearer, more structured approach to delivering high-quality human resources services. The city is now better positioned to support employee engagement, streamline hiring processes, and align workforce strategies with long-term organizational goals.