From access to integration: transforming the client experience

Through close collaboration, trust, and a shared commitment to client-centricity, the GSSC and its partners moved beyond incremental improvements to unlock smarter access, stronger systems integration, and a more seamless client experience. 

One of the most tangible examples of this shift was the introduction of partner-list access for World Food Programme (WFP), one of the biggest clients of the GSSC. Enabled through close collaboration between the team and the GSSC, this milestone marked the first time WFP colleagues could independently access their payslips and PAFs, documents they had previously been required to request manually each time due to their unique operating arrangements.  

The impact was immediate and measurable. In 2025 alone, WFP colleagues downloaded approximately 15,000 payslips and PAFs, fundamentally transforming the client experience while significantly reducing the team’s administrative workload. Beyond efficiency gains, this shift represented a change in mindset, from dependency on manual support to empowerment through self-service. The success of this initiative has since inspired similar solutions for other UNDP clients, demonstrating how a targeted improvement can generate a broader, system-wide ripple effect. 

According to WFP, partner list access has been a significant benefit for WFP HR. It provides direct access for HR colleagues in the field to the data of the employees they serve in UNDP’s ERP system, Quantum. The HR colleagues used to have direct access to the data in the old system, Atlas. Therefore, this new tool made HR work easier and faster, without the need to reach out to UNDP to ask for information.  

The most significant benefit of these changes was remarked by the data comparison for the purpose of clean-ups of the dependent details and medical insurance plans. This access helped withing find data and fix any discrepancy quickly, whether for medical insurance topics or other dependents entitlements where applicable. 

HR Associate and Team Lead at the GSSC, Najia Najia Tokhi Mukamil, adds on behalf of her team that “Granting partner list access to WFP has significantly reduced the workload for the Local WFP/UNFPA Copenhagen team. With direct access to the tool, the client can independently address many of their needs without submitting requests. The tool has been highly appreciated by WFP, highlighting an opportunity to extend similar access to other clients so they can fully benefit from its capabilities.” 

At the same time, another landmark initiative was taking shape behind the scenes, one that addressed no access, but connectivity. Recognizing the inefficiencies created by operating across two different ERP platforms, WFP and UNDP management jointly agreed to develop a system interface bridging Workday and Quantum. The Local WFP/Local UNFPA Copenhagen team, working closely with ITM, successfully established an automated solution enabling data transfers between the two ERP systems.  

The interface now supports key HR transactions, including contract extensions, hires, and separations, significantly streamlining. This integration not only improved timeliness but also strengthened collaboration across teams and organizations. With further automation already underway, the initiative lays the groundwork for a more connected, efficient, and future-ready service model.  

Together, these two initiatives tell a broader story, one moving from fragmented processes to integrated solutions, from manual intervention to empowered access, and from isolated fixes to scalable transformation. They reflect how the GSSC is not only responding to client needs, but actively shaping a more responsive, resilient, and strategic shared services ecosystem.