Top 10 ways technology can support hr transformation

Embed Size (px)

Text of Top 10 ways technology can support hr transformation

  1. 1. HR SHARED SERVICE & CONTACT CENTERSOLUTIONSTop 10 Ways Technology can SupportHR Transformation
  2. 2. Table of Contents1.SELF SERVICE THATS EMPLOYEE CENTRIC ............................................................................................32.A KNOWLEDGEBASE THATS INTELLIGENT AND INTEGRATED ..............................................................53.HR BUSINESS PROCESS MANAGEMENT THATS CONFIGURABLE AND AUTOMATED ...........................74.EMAIL MANAGEMENT THATS CONSTRUCTIVE AND CONFIGURABLE .................................................95.SLA MANAGEMENT THATS PROACTIVE AND PRODUCTIVE ............................................................. 106.DASHBOARDS THAT ARE REAL-TIME AND TRANSPARENT ................................................................ 117.CASE MANAGEMENT THATS COLLABORATIVE .................................................................................. 138.REPORTING THATS INSIGHTFUL AND ACTIONABLE .......................................................................... 139.SURVEYS THAT PROVIDE INSIGHT AND INCREASE SATISFACTION ..................................................... 1410. DEPLOYMENT OPTIONS THAT ARE FLEXIBLE AND THAT FIT .......................................................... 15ABOUT NEOCASE SOFTWARE ..................................................................................................................... 16-2- 2011 Neocase Software All Rights Reserved
  3. 3. We are seeing a shift from organizations throwing old technology at problemsto looking at flexible new technologies that leverage self-service and sharedservices functions, deliver more streamlined capabilities and robust analytics,and organize existing systems around enhancing HR service delivery morebroadly. Towers-Watson, 2011-2012 HR Service Delivery and Technology Research ReportClearly, the time is right to consider new technologies for HR Service delivery; technologies thatnot only deliver core modules like self-service, case management and a knowledgebase, but alsoinclude capabilities to increase efficiencies in current services, and components that enable theHR service center to broaden its portfolio of services through tools that standardize andautomate advanced HR processes within a single platform; advanced analytics that go beyondidentifying problems, to identifying solutions, and flexible deployment options to fit any ITstrategy.This paper explores the Top 10 key components in HR Service Center technologies, and theirbenefits to the HR organization.1. SELF SERVICE THATS EMPLOYEE CENTRICThe Self Service HR Portal is arguably the greatest lever for reducing the time and cost ofservice delivery. Some organizations have seen the volume of inbound requests dropby as much as 80% after deploying employee self-service. Those results are enabledwhen the HR Portal is designed to be employee-centric.Employee-centric means that the content displayed in the HR Portal will be relevant,and apply specifically to the exact employee that is logged into the HR Portal, whetherthat employee is front-line staff, a manager, retiree, applicant, HR business parnter or3rd-party provider. For example, a front-line employee in New York will see differentinformation when inquiring about a Leave of Absence than would a Division manager inMunich.Giving the employee easy and immediate access to answers through the knowledgebasehas always helped to reduce the number of new cases for HR. Beyond theknowledgebase, there are several other ways that the HR Portal can free up time for HR,while enabling the employee to do more for oneself. For example, if an employeecant find an answer, the ability to submit a question from the HR Portal directly to HReliminates the need for a separate phone call or email. -3- 2011 Neocase SoftwareAll Rights Reserved
  4. 4. A high percentage of calls and emails to HR come from employees checking the status ofexisting cases. Exposing prior cases through the HR Portal will further reduce thenumber of inbound calls and emails. But perhaps one of the greatest untapped valuepoints in self service is that of process delegation and process automation.According to the 2011 HR Delivery Practices Survey, published by the Shared ServicesInstitute, Organizations continue to receive transactions and inquiries through amultiplicity of channels. Some of the more commonly used channels, such as textemails and forms submitted via email/fax/mail, can cause issues with inbound dataintegrity and costs associated with manual handling and error, suggesting opportunityfor improvement.HR professionals spend considerable time doing mundane paperwork; collectinginformation from employees, and processing that information. The typical HRorganization might maintain dozens of forms - word documents, PDFs or even paperdocuments that are given to employees, filled out by employees, returned to HR, andre-entered into a system or spreadsheet for further processing.The ability to replace these documents with digital smart forms and guide employeesto those forms in the HR Portal makes it possible for HR to delegate the informationgathering to the employee, and for the employee to submit the information directly intothe case management system where configurable business rules can automatesubsequent steps in processing.Once the initial data is captured and validated by the smart forms, automatingsubsequent processing steps like managerial approvals can further streamline HR -4- 2011 Neocase Software All Rights Reserved
  5. 5. business processes. For example, if an employee completes and submits a TuitionReimbursement Request through the HR Portal, a business rule can automatically routethat request to the employees supervisor for approval, before sending it to HR.The ability to configure and expose process-specific Smart Forms through the HRPortal, and delegate more of the processing to employees and their managerssignificantly reduces the time and effort that HR professionals must spend on theseprocesses.Managers will need additional capabilities in the HR Portal, from knowledgebasecontent dedicated to managerial procedures, to capabilities for creating casesconcerning their direct reports, as well as the ability to monitor cases and issueapprovals, as appropriate.As more HR shared service centers incorporate the HR Business Partner Role into theirstructure, these Business Partners will require a means to seamlessly interact with HRon behalf of their employee customers, by initiating and managing various processesthrough a convenient HR Portal. A configurable role-based HR Portal can improve theefficiency of the HR Business Partner, enabling one to serve a greater number ofemployees..Finally, the HR Portal should allow flexibility of design; the ability to fully brand andconfigure the HR Portal to seamlessly integrate with existing Employee Self Service andManger Self Service tools, so that employees and managers can have a single andinclusive user experience that makes their lives easier.All told, the HR Portal should serve as a one-stop-shop for all employee types; thesingle place to go for all answers, information, processes and resources that previouslyrequired direct intervention from HR professionals. The more ways that an organizationcan leverage the HR Portal to serve every employee type, the more time HR will have todedicate to strategic initiatives.2. A KNOWLEDGEBASE THATS INTELLIGENT AND INTEGRATEDPre-built integrations between the knowledgebase and the case management processadd greater value to the knowledgebase. A Recommendation Engine pushes the rightcontent to employees through the Portal and to HR agents working in the CaseManagement module.The right content means several things; typically, 20% of the articles in theknowledgebase are used to resolve 80% of the inquiries. A dynamically updating display -5- 2011 Neocase SoftwareAll Rights Reserved
  6. 6. of these popular articles gives both employees and HR agents single-click access tocommon solutions.The right content is content that matches an employees specific role, division,location, benefits plan, or other criteria that determine the correct response to aquestion. And the right content also means enabling the content to be presented inthe employees own language through multi-lingual capabilities, when an employee isusing the Portal.The right content also means a complete and comprehensive set of content.Knowledgebase managers are challenged to keep the knowledgebase fully-stocked withcurrent, accurate answers to the questions that employees are asking. Knowledgebasereports identify gaps in the knowledgebase; questions that are being asked, and forwhich no content is found. These reports help the knowledgebase manager to optimizethe value of the knowledgebase to the service delivery process.Finally, the right content means content thats engaging. According to the 2011Gartner Research Report, HR Shared Services: Optimizing the Technology Options,Multimedia content is becoming more common, as leading organizations use video toexplain policies and provide updates to employees. Therefore, an HR Shared ServicesKnowledgebase must support videos and other forms or rich media.Having the right content in the knowledgebase is only useful if it is accessible to theperson that needs it, with minimal effort, minimal clicks, and minimal search time.Recommendation Engines are intelligent software agents that submit keywords andinformation through advanced algorithms and automatically search the knowledgebaseto find and deliver high probability answers to the HR Agent working in the casemanagement module or to the Employee whos using the Portal. The RecommendationEngine reduces and eliminates the time spent searching the knowledgebase, andimproves the precision and accuracy of the responses.An Intelligent Knowledgebase also has auto-learning capabilities. As the mostexperienced agents select artic