Top 10 ways technology can support hr transformation

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<ol><li> 1. HR SHARED SERVICE &amp; CONTACT CENTERSOLUTIONSTop 10 Ways Technology can SupportHR Transformation </li><li> 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 </li><li> 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 </li><li> 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 </li><li> 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 </li><li> 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 articles, and assign them as solutions to cases, the Auto-Learnengine will memorize their selection criteria, and incorporate that into futuresearches. This makes the knowledgebase smarter over time.The Knowledgebase is especially valuable to first tier HR Generalists, because it givesthese less-experienced agents the ability to answer questions that require greaterknowledge than those agents possess. This effectively decreases to the cost ofoperating the contact center. -6- 2011 Neocase SoftwareAll Rights Reserved </li><li> 7. Integration points between the knowledgebase and the case management processenable HR professionals to be more efficient by reducing the number of steps requiredto resolve and close a case. When an HR Agent identifies the right article, he frequentlyneeds to copy content from the case into a final response within the case record.Single-click integration between the knowledgebase article and the case record makethe process more efficient. Other integration points enable the agent to convert thearticle to a PDF file, and email to the employee with just two clicks of the mouse.These integration points between the knowledgebase and the case managementprocess are particularly valuable in assuring consistency of response. Levels ofknowledge and experience can vary among first tier HR Generalists. The integrationpoints and Recommendation Engine assure that different agents will provide the sameresponse to the question, from different employees. By effectively increasing theknowledge level of first tier agents, the integrated and intelligent knowledgebasemaintains a lower cost of operation.Intelligence in the knowledgebase can also increase first call resolution and the accuracyand consistency of answers given. Integration points between the knowledgebase andthe case management process and reduce the time and keystrokes required to fullyprocess a case, increasing the overall efficiency of the case resolution process.3. HR BUSINESS PROCESS MANAGEMENT THATS CONFIGURABLE AND AUTOMATEDNot all requests in an HR Service Center are cases of the one-and-done variety thatcan be resolved with a single answer. A complete case management solution should beable to support virutually any process that occurs within the employee lifecycle. Whena service center manages complex processes like Leave of Absence, Employee Relationsor On Boarding, and if it has no software solution designed for the processes, theyreusually managed using external forms, spreadsheets, homegrown databases, paper,email and other manual processes. These approaches are time consuming, prone toerrors, and provide little opportunity for insightful reporting.Business Process Management tools enable a shared service center to standardize andautomate complex processes to drive greater efficiency, consistency and customersatisfaction.According to the 2011-2012 Towers-Watson HR Service Delivery Research Report,reengineering HR processes has been the top initiative of the HR organizationssurveyed. This demonstrates the need for a service delivery platform that canaccommodate multiple HR business processes. -7- 2011 Neocase Software All Rights Reserved </li><li> 8. 2011-2012 Towers-Watson HR Service Delivery Research Report4 key components enable business process automation and management: Multiple Case Form Template designed to capture process-specific data and information. Case forms that are laid out with the required information fields for specific functions are simpler and result in far fewer errors than generic all- in-one case forms. Business Rules that monitor the information thats captured in the form, and trigger appropriate actions to automate processing. Analytical Reports that measure the process performance through Key Performance Indicators (KPIs), identify areas of low performance in order to make decisive improvements. Integration to core HRIS solutions to enable a 360-degree view of employee information.Business Process Management tools in an HR Service solution can dramatically expandthe value of the HR service center, by enabling it to deliver a broader portfolio ofservices, and in a way thats automated, efficient and measurable.-8- 2011 Neocase Software All Rights Reserved </li><li> 9. 4. EMAIL MANAGEMENT THATS CONSTRUCTIVE AND CONFIGURABLEIn the ideal HR Services world, all requests would be resolved through Self Service.While the HR Portal is rightfully viewed as the optimal service channel, many HR Servicecenters continue to receive high volumes of email. The email channel can be especiallyprevalent in centers that serve former, retired, or other employee types who may nothave access to a HR Portal.An HR Case Management solution should serve as a Single Point of Contact to captureall employee correspondence, regardless of the of which channel the employee used todeliver the correspondence. All correspondence should be automatically routeddirectly into the Case Management solution, and displayed within the Agents desktop.According to the 2011 HR Delivery Practices Survey by the Shared Servi...</li></ol>