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December 11, 2018

Navigate your Digital Transformation with a Robust HR Service Delivery Solution

Today, employees are adept at technology, ultra-social, opinionated, and continuously connected. They demand high-quality service, experience, and prefer self-service instead of having to reach out to support via phone or email. The consumerization of employee experience is leading HR departments to capitalize on HR service delivery (HRSD) solutions to realign and automate functions such as recruitment, compensation, performance evaluation, compliance, legal, and more. They are also going beyond smart-looking portals and consolidating functions to enable employees to access a modern, smart, and omnichannel experience across desktop, mobile, and a virtual assistant. Organizations deploying a robust HR solution have discovered that they were able to reduce administrative costs by up to 30%.

Why an HR service delivery solution offers more than just cost savings

Usually, the first few days at work for a new employee can be a flurry of paperwork and processes. An HRSD solution that is accessible across devices could mean shorter smooth joining formalities.  Employees, whether joining remotely or at an office can submit soft copies of their documents and this can reduce workflows from 70 to 10 steps and thus save thousands of man-hours, annually.

With an HRSD solution, organizations can do away with geography specific portals, SharePoint, and the intranet for different sets of information, and offer a single, comprehensive, and user-friendly knowledge platform that is device agnostic.  With a type-ahead feature, the platform can suggest terms so that users execute their search quickly. 

Another advantage of an HRSD solution is that employees can access context-sensitive content, tasks, and services through a Single Sign-on (SSO). A prompt feature can suggest related documents so that employees have access to all the information available. For instance, if an employee is searching for the vacation policy of the organization, information related to paid holidays, guest house facilities, leave travel allowance, etc. could pop up for the employee to review.

The traditional way of addressing HR problems is to raise a ticket. At the backend, case routing is manual, time-consuming, and person-dependent. Studies indicate that human resource personnel spend 57% of their time on repetitive tasks. Instead, information can be made available real-time via call, chatbot, or chat with a virtual agent. Larger organizations can also invest in an interactive voice response (IVR) facility which is accessible 24/7. When tickets are raised, an HRSD solution can be used to assign cases automatically depending on the skills and workload of HR personnel. This can positively impact employee experience.

Determine the success of an HRSD solution through leading and lagging indicators

Adopting an HRSD solution can be a major investment, and organizations can measure ROI through leading and lagging indicators. Two instances of leading indicators are, a self-service portal and a feedback mechanism. Studies show that 70% of issues can be resolved through a self-service knowledge portal. Accessible 24/7, it gives users greater control over information and does away with costs associated with deploying HR staff to answer calls. A feedback mechanism can be deployed by enabling users to comment and rate a document. This allows the organization to engage in continuous improvement of the information on the knowledge platform.  

Lagging indicators provide quantifiable data that proves the automation invested in by the organization is delivering ROI. For instance, increase in the use of the chat tool versus reduction in case volume demonstrates that employees effectively use the chat option to solve issues instead of raising tickets -which take longer to address. As a result, HR personnel spend less time in backend administration and more time responding to actual employee concerns.

Increase in the use of IVR versus reduction in the number of cases logged indicates that employees are able to quickly address queries over the phone instead of raising tickets. Thus, less personnel are needed to service a call center.

Measuring ROI on an HR service delivery solution

  • Organizations that implemented a knowledge portal or mobile app with personalized content found they could solve Tier 0 inquiries over 60% of the time and reduce HR administrative costs by up to 30%
  • Increased resolution of first calls reduces Tier 2 escalations. This can save up to 300k (for a client with a case volume of 25,000) as only around 8% of queries escalated to Tier 2
  • With a well-managed HRSD solution, less than 5% of employee queries escalate to Tier 3, at which, specialized professionals review and respond to cases. This allows organizations to optimize HR resources to do more value-added work
  • Increased self-service and peer-networks help case deflection. Over time, more than 60% of employee inquiries are resolved before reaching an HR personnel

ยท         With employee self-reliance, HR can be up to 30% more productive. Freed HR personnel can focus on higher-value strategic issues such as employee retention and workforce planning

 

So, if your organization is looking to give employees a seamless experience similar to retail, an HRSD is the answer. While the market abounds with HRSD vendors, choosing the right one requires a deeper understanding of one's requirements and the strengths of the vendor. Begin a conversation with Infosys to know how your organization can navigate its digital journey with an effective HR service delivery solution.