Using outsourcing to reposition HR at Royal Bank of Scotland - Two years ago the HR function at the Royal Bank of Scotland embarked on a change process with the twin aims of improving basic service delivery and developing a more strategic role for HR within the business. RBSelect, the bank's flexible benefits plan, was the first service to be outsourced, followed by aspects of the maternity process, recruitment from the point at which a contract is returned, and exit interviews. Our case study examines how the group has achieved better delivery of HR services, transparent costs and more value-added management information.