To protect the confidential and proprietary information included in this material, it may not be disclosed or provided to any third parties without the approval of Hewitt Associates LLC.

Building World Class Candidate Experience

November 2009

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About Hewitt

  The world's largest provider of multi-service HR business process outsourcing and the only firm fully integrating HR outsourcing and consulting

  More than 65 years experience in putting clients first

  Approximately 23,000 employees in 33 countries

Erin M. Peterson VP of Global Talent Acquisition

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Agenda

Why World Class?

Mobile Marketing

Candidate Communications

Candidate Surveys

Onboarding Welcome Portal

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Polling Question

How many of employed adults report they are at least somewhat likely to look for new jobs once the economy turns around?

A.  0 – 25%

B.  26 – 50%

C.  51 – 75%

D.  76 – 100%

*2009 Adecco study

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Why World Class?

Positive Experience

  More hires

  Strengthens a company’s employment brand

  Reduces cost per hire

Negative Experience

 Decline in the acceptance of employment offers

  Decrease in the quantity and quality of applicants applying

  Negative image of the company in the labor market

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Building a World Class Candidate Experience

  Reviewed how candidate experience could be optimized by enhancing recruiting programs

–  Candidate touch points

–  Type and frequency of communications

–  Interactions with candidates

–  Measuring candidate experience

  Cross discipline talent acquisition team

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World Class Candidate Experience Project Charter

  Re-energize sourcing, interviewing, offer & on-boarding processes to

  Provide a consistently great experience to candidates and

  Reflect best practices.

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World Class Candidate Sub-Projects

Global Process

Candidate Assessment

Candidate & Manager Surveys

Integrate personal interaction with innovative technology

Greater predictability of success in role with consistent standards

Customer satisfaction surveys

A solution to manage new hire transitions from point of accepting their offer to their start date

Onboarding

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Global Process Framework

Future Possibilities

  Dynamic on-line role information

  Video connection with candidate

  Video screening

  Self-service scheduling

  Web portal to share logistics information

Vision Integrate personal interaction with innovative technology to create an outstanding candidate experience.

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Mobile Marketing

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Polling Question

There are currently 4 billion mobile subscribers worldwide. How many subscribers are projected by 2013?

A.  4 to 4.9 billion

B.  5 to 5.9 billion

C.  6 to 6.9 billion

D.  7 to 7.9 billion

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Mobile Marketing: Creative Connections

Worldwide, 4 billion mobile subscribers

3 billion using text messaging “Opt-in” =

target audiences with a clear interest in company

72% of those between 25 – 49

years old use text messaging.

53% of those who send & receive text messages are 35 years old and up.

Statistics by Global System for Mobile Communication Association (GSMA) and Cellular Telecommunications Industry Association (CTIA) 2009

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Mobile Marketing: Benefits

For Candidates…

  Stay engaged with a target company and latest career opportunities

  Maintain confidentiality

  Able to easily opt-in or out of mobile campaigns

For Recruiters…

  Build “opt-in” talent community.

  Offer prospects a discreet alternative to staying current on the latest opportunities

  Demonstrate company is innovative and “forward-thinking”

  Accurately measure success

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Step 2 New subscribers receive an auto-response which

confirms their opt-in participation. 

4. Subscribers engage by responding here…

3. Actuarial job posting, mobile-optimized.

Step 3 Subscribers are now able to view new opportunities

via a mobile-optimized site (w/

job listing).  

Step 4 Subscribers may

engage or express interest by filling out a very short

“contact us” form.  

Step 1 Send a text msg. with the keyword ‘HEWITT1’ to

88000. 

Sample SMS Campaign

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Candidate Communications

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Polling Question

What percentage of organizations use their talent acquisition providers for contact management?

A.  10 – 25%

B.  26 – 40%

C.  41 – 55%

D.  56 – 80%

2009 Bersin & Associates: “Talent Acquisition Systems 2010: Executive Summary”

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Communications: Avoiding the “Black Hole”

I submitted my resume generally but I haven’t heard

anything…

My application was sent in 2

weeks ago but no word yet….

I thought the interview went well but it’s been a week

with no update….

My friend referred me but I haven’t

heard anything…..

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Communications: Avoiding the “Black Hole”

•  Communicate at every stage of the process

•  Reliably

•  Consistent messages

•  Automate delivery based on status

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Eliminating Candidates with a Positive Spin

Free & Confidential Service

Candidate Applies

Candidate Dispositioned

Referred to AllianceQ

Generate Positive Hewitt Image New Job Seekers

Learn About Hewitt

Candidate Evaluated

P O S I T I V E

I M A G E

AID IN JOB SEEKER’S SEARCH

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Reimbursement: Where’s the Money?

Solution

+  Prepaid AMEX Card with ATM access

+  Candidates receive expense reimbursement within 7-10 days

+  On-line request system

+  Card co-branded with AMEX and Hewitt branding

Problem

o  Delay with expense reimbursement checks

o  Required ongoing communications with candidates

o  Lack of visibility into status of reimbursement

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Candidate Surveys

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Survey: Questions and Objectives

Info Obtain candidate view

Manage & reward performance Determine trends

Identify key drivers for declines Learn of key competitors

Find out what is impressive

Offers Accepted

Offers Declined

Questions Overall Hiring Experience

Why was offer accepted / declined? Process Experience

Hiring Manager Interviews Company Best Practices

Comments

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Survey Benefits: “We Hear You”

In response to candidate feedback, we have:

  Streamlined processes

  Improved handoffs and transitions

  Implemented additional communications to new hires

  Shared feedback with recruiters

  Learned more about the expectations of candidates

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Onboarding Welcome Portal

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Polling Question

Top-performing companies with formal onboarding procedures in place saw what percentage of improvement in new employee engagement?

A.  5 – 15%

B.  16 – 25%

C.  26 – 35%

D.  36 – 45%

2009 Aberdeen “Fully On-Board: Getting the Most from Your Talent in the First Year"

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Welcome Portal: Scope & Objectives

  Create “wow” experience

  Improve timeliness and efficiency of information delivery

  Eliminate paper and postal delivery costs

  Increase compliance

Pre-Hire: offer accept to prior to state date to Day One: Start Date

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Welcome Portal: Structure

Benefits

  Better connection to new hires prior to start

  Easier access to information

  More reliable, efficient and cost-effective method for delivery of pre-hire and virtual orientation materials

  Reaffirm a candidate’s choice to accept employment offer

  Form a positive impression of Hewitt

Before You Start

Your First Week

Hewitt.com

Your First Day

Welcome!

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Welcome Portal

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Questions?