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HR in the Fast Lane at Progressive Insurance
About Progressive Fourth largest writer of private
passenger auto insurance in the US Approximately 20,000 employees First auto insurer to sell insurance via
the Internet Progressive leads the industry with
innovative Internet offerings
Presentation Overview
Where We Are How We Got Here Where We’re Headed Questions and Answers
Where We Are
Current Environment Centralized call centers, field claims
offices Applications accessed via LAN, WAN,
and dial-up connections Robust corporate intranet Centralized HR call support in the HR
Service Center (HRSC) In production with PeopleSoft HRMS
7.51
HR Self Service at Progressive
HR self service intranet site includes: Printable HR forms Links to HR content sites
(compensation, travel services, policy manual)
Transactional applications Life event and manager checklists
Most transactions must be done through self service
Manager Self Service Applications Job Requisitions Manage
Candidates/New Hire Employee Requests Terminate
Employees Employee Bonuses Salary/Job Changes Group Increases
Performance Reviews
Supervisor Changes Training Registration Skills Tracking Drill Down Delegation Manager Checklists
Manager Self Service Site
Terminate Employment
Terminate Employment
Termination Checklist
Employee Self Service Applications
Job Opportunity List Transfer Requests Work Experience Education and
Background Internal Resume Employment
Application Online Paycheck
Personal Data/ Emergency Contact
Federal W4 Direct Deposit New Hire Orientation Benefits Enrollment Training Registration Life Event Changes
Job Opportunity Listing
Apply for Jobs
Internal Resume
Self Service Usage
Average Sessions Per Month Average Sessions Per Day
90,024 2,972Busiest Day/Number of Sessions Busiest Day of Week/% Volume
12/31/2001/9,358 Tuesday/25%Average Sessions Weekday/Weekend Pct Sessions Weekday/Weekend
3,944/1,011 79%/21%Average Rows Keyed Per Month Average Rows Keyed Per Day
30,401 1,014
How We Got Here
HR Strategic Direction
Support growth Simplify HR processes Y2k compliance Intranet based self service
Reduce transaction costs Reduce calls to HRSC Eliminate paper
Progressive HR Systems Mainframe based self service
Benefits Enrollment & Training Registration - Early 1990’s
Time entry - 1996 Lotus Notes based salary changes -
1996 HRSC created in 1996 Converted from legacy HR/Payroll
system to PeopleSoft HRMS in 1998
Business Case for Self Service
Identified the following benefits: Reduction in mainframe support costs Reduction in advertising expense,
agency fees Reduction in mailing costs,
overpayments Reduction in cycle time Savings in recruiter, HRSC, training
administrator, manager, and employee time
Business Case for Self Service
Identified the following costs: Hardware Software Licensing Programming Ongoing support
Application Definition Researched HR best practices Consulted internally with all areas of HR Identified 40 applications and analyzed
importance and complexity Started small to minimize risk and cost Also reviewed business needs and ROI
to determine deployment schedule
Team Structure
Started with small dedicated project team Functional project manager and I/T
technical manager Two functional and three technical
resources Increased size of team in 2000 Multiple areas participate in production Used consulting when appropriate
Tools Selection
Factors considered: Company standards Ongoing support Upgrades Cost
Development tools include HTML, PeopleTools Web Client and Message Agent and Microsoft Active Server Pages
Development Challenges
Newness of technology made estimating work difficult
Network performance/bandwidth Applications must work with various
hardware and software Display resolution settings
Development Strategy Iterative development process most
effective Creation of prototypes and usability
testing critical Considered the following for all
changes: Usability Performance Cost/benefit of modifications
Usability Testing Critical step in designing applications
for casual users Users walk through scenarios and
observers record/analyze their experiences
Consistent test results Site organization very important Users often ignore instructions Simple labeling most effective
Deployment Strategy Rollout organization in phases
Begin with pilots Minimize performance hit Pull back if necessary
Support multiple processes Allow infrastructure to catch up Minimize negative impact
HR role in communication/training
Rollout Schedule April, 1999 - Initial ESS and MSS April, 1999 - PeopleSoft upgrade April, 2000 - Internal Recruiting September, 2000 - External Recruiting, New
Hire and Terminations November, 2000 - New Hire Benefits, Annual
Enrollment and Training Registration September, 2001 - On Line Pay Advices December, 2001 - Group Salary Increases
Return on Investment
Total projected five year return at net present value is $5.6 million
Initial applications projected to reduce transactions costs from $14.23 to $6.23
Changes in hire process are expected to yield savings of $75 per hire
Processors in the HRSC reduced by 65% despite 60% growth in headcount
Keys to Success Management support Minimizing development costs Flexibility, iterative development
process and usability testing Building the necessary
infrastructure Streamlining processes
Ongoing Challenges
Measurement of results User reactions are often subjective New technology is always more
attractive Continued support of new processes Changes in functionality visible to
entire organization
Where We’re Headed
Upgrade Conducted comprehensive functional
fit/gap analysis for self service applications in 2001
Decision was made to wait for next release
Functional fit/gap results: Much of ESS functionality is delivered Most of MSS functionality is not delivered Recruiting functionality is increased but
business processes are significantly different
Upgrade Strategy Committed to use delivered self-service
where possible I/T currently estimating hours to reapply
customizations Effort will be significant Degree of fit determines upgrade
approach Where fit is high, apply customizations to
base pages Where fit is low, maintain custom pages
Key Learnings HRMS software changes impact self-
service regardless of tool Self service processes are still new
and not clearly defined Manager functions are more specific
to each company/industry Custom development of self service
may require maintaining customizations
Upcoming Projects PeopleSoft upgrade Intranet based time entry and
management Web Reporting for Managers Personalized content integrated with
transactions Deploy HR self service over the
Internet
Questions and Answers