UKG HR Service Delivery connector

Use your UKG HR Service Delivery data for reporting, automation and AI.

Data Panda pulls your People Assist cases, knowledge articles, Document Manager employee files, workflows and portal events into the same warehouse as your HRIS, payroll and finance data. From one place we turn it into dashboards, automations, AI workflows and custom apps that HR ops, shared-services leaders and team managers use during the month, not only when an SLA report is due.

About UKG HR Service Delivery

The HR ticket queue and employee portal that sits next to UKG Pro, not inside it.

UKG HR Service Delivery is the case-management, employee-portal and document layer of the UKG suite. It started life as PeopleDoc, the Paris-founded HR document and process platform that Ultimate Software bought in 2018 and folded into the UKG portfolio after the Ultimate-Kronos merger in April 2020. Today it ships as two paired modules: People Assist for employee requests, knowledge and workflow automation, and Document Manager for the secure employee file. Customer logos around the platform stretch from American Express and Starbucks to mid-market HR shared-services teams in the UK, France and the Benelux.

Where UKG Pro holds the master employee record and payroll, HR Service Delivery holds the day-to-day work HR ops runs: cases (a parental-leave question, a contract change, an onboarding to-do), knowledge articles employees self-serve through the portal, document workflows that need an e-signature and the audit trail that proves a process closed. The records are clean ticket data: case category, opener, assignee, country, status, time-in-state, knowledge article viewed, attachment, e-sign event. Pulled into a warehouse next to UKG Pro, your HRIS, payroll and finance, that record finally answers the questions a People Assist queue alone does not: which case categories carry the SLA pressure each month, which knowledge articles deflect repeat questions and which workflow steps consistently stall before the document gets signed.

What your UKG HR Service Delivery data is for

What you get once UKG HR Service Delivery is connected.

HR shared-services reporting

Case volume, SLA, knowledge deflection and document throughput on one page across every country and category.

Case volume and SLA per category, country and HR business partner, against policy
Knowledge-article deflection per topic, with the questions still arriving as cases anyway
Document Manager throughput per workflow, from request opened to signed and filed

Process automation

Turn People Assist case events and Document Manager workflow steps into the downstream work the rest of the stack expects.

Open onboarding cases the moment a HiBob or UKG Pro joiner record posts
Push e-signed contract events back to the HRIS and finance approval chain
Escalate cases that breach SLA or stall on the same workflow step twice

AI workflows

Put case history, knowledge content and workflow patterns behind AI that reads the full HR-ops picture.

Auto-classify and route incoming cases on the body text and prior similar cases
Suggest the missing knowledge article whenever the same question lands ten times
Natural-language Q&A across cases, knowledge and the employee policy library

Custom apps on your data

Lightweight tools on UKG HRSD data for managers and BU heads who should not need a People Assist seat to read their own caseload.

Manager workbench with open team cases, time-in-state and SLA risk
Shared-services cockpit with case cost per category, per country and per HRBP
Knowledge gap tracker showing the topics still driving repeat case volume

Use cases

Use cases we deliver with UKG HR Service Delivery data.

A list of concrete reports, automations and AI features we have built on UKG HR Service Delivery data. Pick the one that matches your situation.

Case SLA per categoryTime-to-resolve per case category, country and HR business partner, against the SLA on policy.

Knowledge deflectionPortal article views and follow-on case rate per topic, with the topics still leaking to cases.

Repeat-question heatmapCases that land more than ten times per quarter on the same root question, per country and BU.

Workflow stall detectionDocument Manager workflow steps where the median time-in-state runs past policy, named per workflow.

E-sign throughputDays from contract or document sent to signed and filed, per workflow, country and signer role.

Onboarding case loadCases opened against new joiners in the first thirty days, per site, country and onboarding cohort.

Leave-event caseloadParental, sick and long-term-leave cases by country, with the document workflow that follows each one.

HRBP workload balanceOpen cases, time-in-state and SLA breaches per HR business partner, across sites and BUs.

Document compliance gapsRequired Document Manager files in place per worker and country, with the gaps named per category.

Cost per caseShared-services salary cost spread across handled case volume per category, country and quarter.

Portal adoption per siteActive employee-portal users per site and country, against headcount eligible to use it.

Audit-trail readinessCases and document workflows whose audit trail is complete, per process and per country.

Real business questions

Answers you will finally get.

Where exactly is HR ops carrying SLA pressure this quarter?

Case volume, time-to-resolve and SLA breach count per case category, country and HRBP, against the SLA on policy. The shared-services lead sees that parental-leave cases in France are missing SLA twice as often as the same category in the UK, and which workflow step inside that case is eating the days, instead of explaining a flat queue length to the HR director.

Is the portal deflecting questions, or just adding a click before the case arrives?

Knowledge-article views per topic joined to the case rate that follows the same employee in the next seven days. People ops sees the topics where deflection is real (the article opened and no case followed) and the topics where the article opened but the case still landed, with the missing or unclear article called out by name.

What is a case costing us, end to end?

Loaded shared-services salary cost spread across handled case volume per category, country and quarter, joined to the workflow steps and document signatures each case carries. Group HR sees that an onboarding case in Germany costs a multiple of the same case in Spain because three workflow steps require a manual handoff there, before the next budget cycle treats them as one line.

Value for everyone in the organisation

Where each function gets value.

For finance leaders

HR shared-services cost spread per case, per category and per country, lined up with the headcount it serves. Group finance sees that the cost-per-onboarding-case in one country sits at three times the group median because the workflow there still needs a manual handoff, before the next cost-allocation review papers over it.

For sales leaders

Onboarding case load and time-to-fully-onboarded for new commercial hires across countries, lifted out of People Assist. Sales leadership sees when DACH AE onboarding consistently slips past day forty-five because the work-permit case stalls, weeks before ramp targets miss.

For operations

Open cases, SLA breaches and stalled workflow steps per site and BU in one capacity picture. The COO sees which office is letting cases age past policy and which workflow steps consistently need a second escalation, instead of trusting that the People Assist queue cleared on Friday.

Ideas

What you can automate with UKG HR Service Delivery.

Pair with HiBob

Open UKG HRSD onboarding cases the day a HiBob joiner posts

Joiner records in HiBob trigger the matching set of People Assist cases on day one: work-permit, equipment request, contract and policy-acknowledgement, scoped to the joiner's country. Status flows back to Bob so the onboarding view in HiBob shows the cases still open, not just the workflow steps people ops thinks should be open. Group HR sees the country where the same case category consistently slips past day twenty, instead of waiting for the next onboarding review.

Pair with Slack

Drive case escalations and document signatures in Slack

Cases that breach SLA or stall on the same workflow step twice post a structured ping in the right HR-ops Slack channel, with the case category, country, opener and the step that is holding the cycle. Document Manager workflows waiting on a signer past the policy window ping the named manager directly. People ops stops chasing escalations and signatures by hand on a Friday afternoon, and the audit trail still reads cleanly inside HRSD.

Pair with monday.com

Sync UKG HRSD cases with the HR-ops monday board

People Assist cases land as items on the right monday.com board, scoped to the team that owns the category, with country, opener, SLA target and the latest workflow step on each card. Status changes flow back into UKG so the People Assist queue stays the source of truth, while the HRBPs work the day in monday where their other shared-services workstreams already live. The shared-services lead sees one workload picture instead of two queues that almost agree.

Pair with Salesforce

Read UKG HRSD onboarding case state on the Salesforce hire timeline

Onboarding cases for new commercial hires land next to the Salesforce user, role, territory and quota record. Sales leadership sees the AE whose People Assist work-permit case is still open on day forty, three weeks before the ramp target is missed and the forecast is short. Joined to closed-won pipeline per owner, the HRSD case state stops being an HR-internal queue and becomes a quota-coverage signal the revenue team can act on.

Pair with Exact Online

Reconcile shared-services HR cost back to Exact Online cost centres

Handled UKG HRSD case volume per category and country, plus loaded shared-services salary cost from payroll, lands next to Exact Online cost-centre and project bookings. Group finance sees the cost-per-case per country and per HRBP team rather than a flat HR-ops budget line, and the entity where the cost runs above the group median because the workflow there still needs a manual handoff. Cost allocations across the group stop being a quarterly negotiation and become a number the controller can defend.

Pair with HubSpot

Trigger HubSpot alumni and rehire workflows from UKG HRSD leaver cases

Leaver cases closed in People Assist post the worker into the alumni list in HubSpot, with country, last role, exit reason and the HRBP who handled the case attached. The talent team works rehire and alumni nurture inside HubSpot where the rest of the candidate funnel already lives, while the HRSD case stays the audit-trail record of the offboarding itself. The same plumbing surfaces the alumni who came back through a candidate stage in HubSpot, so people ops sees the rehire signal next to the original leaver record.

Your existing tools

Your data lands in a warehouse. Your BI tools read from it.

You keep the reporting tool you already have. We connect it to the warehouse where your UKG HR Service Delivery data lives.

Power BI Microsoft

Fabric Microsoft

Snowflake Data warehouse

BigQuery Google

Tableau Visualisation

Excel Sheets & pivots

Three steps

From UKG HR Service Delivery to answers in three steps.

Connect securely

OAuth authentication. Read-only by default. We sign a DPA and your admin keeps the keys.

Land in your warehouse

Data flows into your warehouse on your schedule. Near real time or nightly, your call. You own the data.

Reporting, automation, AI

We build the first dashboard, workflow or AI feature with you, then hand over the keys. Or we stay on for ongoing delivery.

Two ways to work with us

Pick the track that fits how you work.

Track 01

Self-serve

We set up the foundation. Your team builds on top.

UKG HR Service Delivery connector configured and running
Warehouse set up in your cloud account
Clean access for your Power BI, Fabric or Tableau team
Documentation on what's in the data model
Sync monitoring so you're warned before reports break

Best fit Teams that already have a BI analyst or data engineer and want to own the build.

Track 02

Done for you

We build the whole thing, end to end.

Everything in Self-serve
Dashboards built to the questions your team actually asks
Automations between your systems
AI workflows scoped to real tasks your team runs
Custom apps where a dashboard does not cut it
Ongoing delivery at a pace that fits your team

Best fit Teams without in-house BI or dev capacity. You tell us what you need and we deliver it.

Before you book

Frequently asked questions.

Who owns the data?

You do. It lands in your warehouse, on your cloud account. We don't resell or aggregate it. If you stop working with us, the warehouse stays yours and keeps running.

How fresh is the data?

Near real time for most operational systems. For heavier sources we schedule hourly or nightly. You pick based on what the reports need.

Do I need a warehouse already?

No. If you don't have one, we help you pick one and set it up as part of the first delivery. Common starting points are Snowflake, Microsoft Fabric, or a small Postgres start.

Which UKG HR Service Delivery objects land in the warehouse?

The connector pulls the People Assist case record (category, opener, assignee, country, status, time-in-state, audit events), the knowledge-article catalogue with view counts, the Document Manager employee-file metadata and document types, the workflow definitions and their step-by-step events, the organisation tree and the employee profile. Document content can stay in HRSD; the warehouse picks up the metadata and the workflow events, which is enough to drive every dashboard and automation on this page.

How does this fit alongside UKG Pro and other HRIS connectors?

UKG HR Service Delivery is the HR helpdesk and document layer; UKG Pro (or HiBob, Workday, BambooHR, Personio depending on your stack) is the master employee record. We connect both where both are live. The People Assist case key joins back to the HRIS employee key, so the case workload sits next to headcount, comp band and tenure without you needing to pick a single source of truth.

We are still on a PeopleDoc contract. Does the same connector work?

Yes. The platform was rebranded from PeopleDoc to UKG HR Service Delivery after the Ultimate Software and Kronos merger in April 2020, but the underlying tenant, APIs and data model are continuous. The connector reads from the same endpoints whether the contract on file still says PeopleDoc, says HRSD, or has been repackaged as People Assist plus Document Manager inside a UKG Pro suite.

GDPR-compliant

Data stays in the EU

You own the warehouse

A first deliverable live in four to six weeks.

We review your UKG HR Service Delivery setup and the systems around it. Together we pick the first thing worth building.

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