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The Face of HR - An Effective HR Portal Consumer Grade HR Service Delivery
Chris Partin – Market Leader, Towers Watson HR TechnologyTerri Wood – Benefits Manager, Northside Hospital
December 3, 2015
© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Contents
• HR Portals in context• Towers Watson’s View of HR service delivery• Defining an HR Portal
• Selected Features & Examples• HR Portal• HRIS Integration• AskHR Case Management
• Northside Hospital Experience• Wrapping It Up
1towerswatson.com
© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
A Quick Poll
• Do you have a portal that you use for HR?• Is your portal accessible by employees from mobile devices?• Does your portal leverage Single Sign on to other HR systems
and vendors?• Does your portal provide a personalized experience for
employees with targeted content?• Does your portal enable employees to contact your service
center and submit cases?• Does your portal enable service center staff to effectively
manage the remediation of cases?
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Towers Watson’s View of HR Service Delivery
Tier 1Tier 1Contact CenterContact Center
Tier 1Contact Center
Tier 3HR Strategy and Policy
Empl
oyee
s, S
pous
es, R
etir
ees
Tier 2HR Partners / Subject Matter Experts
-
65% of Contacts 25% of Contacts 10% of Contacts
Tier 0Information and Transactional Self Service
HR Portal + AskHR Case Management + HR Knowledge Base
GeneralistProvides employee support, processes, transactions, handles FAQs and conducts basic research
Provides complex solutions and transactions, administers policy, conducts in-depth research, resolves issues
Creates policy and strategy, policy interpretation, operational oversight, employee satisfaction
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Defining an HR Portal
Systems Integration
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Planning the Employee Experience and Content Universe: Audience, Content, Transactions
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Em
ploy
ees
Man
ager
sH
R
Com
mun
ityR
ecru
itsP
re-h
ires
• Personalized (PT, FT, brand, etc.) news, program information, instructions, policies, feeds, polls, and more
• Documents, articles, PDFs, training guides, etc.
• Personalized coaching, instructions, guides, reference materials, checklists, how-to’s
• Documents, guides, screen shots, Excel downloads, etc.
• Vision, priorities, announcements, procedures, contact lists, change communications
• Excel downloads, PDFs, Word templates, reference links
• Personalized welcome, expectation-setting, day one orientation, checklists, contacts
• Getting started, IT / security guidance
• Culture, life@, benefits, careers, testimonials, etc.
• Links to open positions
External Consumer
Brand
Time-Keeping
Benefits Enrollment
I-9 Learning Management
Applicant Tracking
Background Checks
Payroll Self-Service
Performance Management
Total Rewards
??
Em
ploy
ee V
alue
Pro
posi
tion
/ Int
erna
l Bra
nd
5
© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
When we understand our audience, we are more effective
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Whowe’re talking to
Whatmotivates and
influences them
Howto drive sustainable
engagementTogether, these factors influence my:• Work engagement
• Health choices and habits
• Spending and savings habits
• Work/life balance
Me
My work My familyResulting in optimized approaches that engage employees in relevant ways and improve performance.
Data-driven process classifies employees into a core set of groups, based on the issues they face, their knowledge, values, lifestyles & behaviors…
Helping us better understand underlying influences, values, and barriers to change…
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Personalize the Experience
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Life Stage Well-Being Score
Attitudes Toward Health
Educational, Professional
and Affluence Profile
Career Stage Physical Work Environment
Media/ Learning Preferences
Consumer Preferences
Country/ Region
Bargaining Group M&A Globally
Mobile
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Towers Watson HR Software Portfolio
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You don’t tend to think of a consulting firm as necessarily being all that affected by technology, but in fact, it underlies everything we do.
— John Haley
“ ”Workforce Analytics and Planning
Recruiting and Onboarding
Learning Performance Compensation Career Succession
Job Leveling
Benchmarking
Total RewardsPortal
Employee Engagement — Insights and Action PlanningEmployee Engagement — Insights and Action Planning
HR Shared Services — HR Portal, Case Management, KnowledgebaseHR Shared Services — HR Portal, Case Management, Knowledgebase
CompetencyAtlas® — Corporate and Functional CompetenciesCompetencyAtlas® — Corporate and Functional Competencies
Saville Consulting Assessment ToolsSaville Consulting Assessment Tools
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Towers Watson HR Portal Solution: Six Modules
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HR Service CenterKnowledgebase
SPDs & Compliance
HR4HR Collaboration
AskHR Case Management
HR Portal
Total Rewards
© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Selected Features & Examples
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Key Features of an Effective HR Portal
• Connect all HR systems into one seamless experience
• Flexible content architecture to evolve over time
• Responsive design for cross-device access based on pre-configured page templates
• Personalized content for many different population segments
• Consumer-grade experience with easy search, recently viewed pages, and more
• Client has full control over publishing and updating content real-timel News, announcements publishing and automated
publishing (RSS feeds)l In-context or quick links to key content, transactions
and third party service providersl Upload documents, images, videos, brochures,
coaching guides, PDF forms, etc.l Unlimited depth of content (layers, subsites)
• Global content, languages, and coordinated control
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
HRIS Integration – Transactions and Decision Support
• Supports both• Content-first experience• Transaction-first experience
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
HR Service Delivery Modules
HR Service Center Knowledgebase (policy and procedures)HR Portal with AskHR Employee Self-Service
HR Portal – Administrator View
For Employee For Service Center
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Success Requires A Governance Plan from the Start
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• Create clear point of leadership and responsibility with the business importance of the HR Portal
• Regular touch points and champion HR Portal with HR business partners
Strategy & Oversight
• Design and develop a site that is easy to use, helps people with their information needs efficiently and effectively, and leverages leading practices and new standards
• Ensure appropriate people can add, manage and control content so it’s in the right place at the right time
Content Governance
• Provide tools and process to support individuals in their roles related to publishing and editing content
• Concept: master author
Authoring & Publishing
• Change prominence of content, quick links, new topics, add clarity• Formal and informal feedback, usage behavior, search analysis, service
center reporting
Support & Feedback
© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
The Northside Hospital Experience and Demonstration
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Northside Hospital’s HR Portal
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• Started with Microsite to provide benefits information in support of Open Enrollment
• Phase 1 was to enable open enrollment for 2015
• Implemented new Benefits Administration System at same time (with Single Sign-on)
• Phase 2 was to enable AskHR, Case Management and KnowledgeBase for Service Center
• Future Enhancements will enable Candidate Portal, FitAge retirement planning integration and more
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© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Northside Hospital AskHR
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• AskHR Employee view• Raise questions, receive
updates, add attachments
• Easy access to HR, 24/7
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Slider to announce new or enhanced material
© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
Lessons Learned from Northside Hospital
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• Recommend a team to implement
• Need content reviewers
• Soft start before going live
• Emails to drive engagement
• Implement next phases
• Altering content
© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com 19
@towerswatson
linkedin.com/company/towerswatson
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