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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

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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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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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Defining an HR Portal

Systems Integration

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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


When we understand our audience, we are more effective

6

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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Personalize the Experience

7

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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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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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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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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HRIS Integration – Transactions and Decision Support

• Supports both• Content-first experience• Transaction-first experience

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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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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


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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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


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