A Guide to Improving HR Usability Through Self - Service (Slides)Presentation Transcript
A Guide to Improving HR Usability through Self-ServiceAll information provided in this document is proprietary and confidential information from NorthgateArinso and must be treated in a confidential manner.
100% self service adoptionCopyright NorthgateArinso. All rights reserved. 2
100% self service adoption?Copyright NorthgateArinso. All rights reserved. 3
Recent Gartner SurveyCopyright NorthgateArinso. All rights reserved. 4
Recent Gartner SurveyCopyright NorthgateArinso. All rights reserved. 5
Self-Service Benefits Self-service implementations change the service delivery model by reducing transactional complexity and improve five variables that affect employee and organizational value: 1. HR effectiveness & availability 2. Faster transactions 3. Data quality & accuracy 4. Cost 5. HR productivityCopyright NorthgateArinso. All rights reserved. 6
Benefit #1: Increased HR effectivenessCopyright NorthgateArinso. All rights reserved.
Benefits #2 through #4 • Benefit #2: Faster transactions - dramatic reduction of transaction time - applicable to managers, employees and HR - instant transaction processing and confirmation • Benefit #3: Higher data accuracy & quality - eliminate need for data reentry by HR or HR service center - employees have higher sensitivity to mistakes (DOB, spelling, etc.) • Benefit #4: High ROI for common transactions - cross-industry average for high volume offline HR transaction: 17 USD - average cost reduction of 50% thanks to self serviceCopyright NorthgateArinso. All rights reserved. 8
Benefit #5: Increased productivity - Instant transaction processing - Instant confirmation & feedback - Decentralized data input - ‘Always on’: available at all times - ‘Everywhere’: homeworkers, remote offices, travel constraints - Streamlined employee onboarding What if you could achieve a 2% productivity gain? Assume an organization of 1,000 employees with an average employee cost of $55,000/year. Annual labor cost = 55 million dollars. 2% increase in productivity means an effective return of 1.1m USD/year.Copyright NorthgateArinso. All rights reserved. 9
How to build the case for Self Service 1. Identify processes, applications and participants/roles 2. Identify potential areas for cost savings 3. Assess project parameters 4. Decide whether to pursue the projectCopyright NorthgateArinso. All rights reserved. 10
Understanding HR transactions • 3 key areas of HR transactions Policies & forms Simple high-volume Complex transactions transactions - HR Policy documents - Complex transactions - Employee handbooks - end-to-end online that require - Standard HR transactions collaboration procedures - Immediate feedback - Multiple roles : - Links to forms (no approval) transactions originate - HR checklists - Basic information: with employees or - Q&A documents remuneration managers, reviewed statements for by HR, and can employees, ultimately be compensation and processed by an organizational data for administrator or managers, and reports service center. for HR - Examples include promotions, transfers, salary changes, and terminations.Copyright NorthgateArinso. All rights reserved. 11
Example Simple Process: Leave request If we consider the process of leave management (absence), experience demonstrates that two thirds of manual administrative transactions can be automated through self-service (Leave request), resulting in the following qualitative and quantitative benefits: Benefits for the employee - • No need to search for paper forms • Faster, more direct communication • No ’hand-off times • Access from anywhere Benefits for the manager • Better view on team absence • Better tracking of absence Benefits for HR staff • No manual re-entry of absence data • Better and faster tracking of absence, with on time notifications • Increased clarity on remaining time accountsCopyright NorthgateArinso. All rights reserved. 12
Example Simple Process: Org Charting • Reduce training/support for new users • Reduce technical support for SAP GUI • Reduce time to create/maintain OM • 41% fewer fields • 69% fewer screens • Increase quality of data • Control data entry • Highlight inconsistencies • Reduce manual effort to print charts, real-time • Reduce time to answer org management questions • All info on single screen (no switching between many objects/relationships/infotypes) • Easy search and navigationCopyright NorthgateArinso. All rights reserved. 13
Example Simple Process: Benefits Cost Paper Enrollment (5,000 Cost Self You Save EE) Service Year 1 Open Enrollment $225,767 Prepare open enrollment packets $16,000 $0 Process enrollments $108,750 $0 Copy and file forms for personnel files $24,167 $0 Submit forms to carriers $19,333 $0 Review and correct rejected forms $7,250 $0 Resubmit corrected forms to carriers $1,933 $0 Enter enrollment forms into HRIS $48,333 $0 Approve changes $0 $4,833 Monitor enrollment activity $0 $4,833 Processing New Hires $31,320 Ongoing Life Events $42,413 Terminations $3,625 Online Enrollment Implementation $0 $150,000Copyright NorthgateArinso. All rights reserved. 14
Sample business cases To help you set expectations, typical business cases have shown promise: • Paybacks between 12 to 24 months, with a 3-year ROI of 150%. • Reduce HR administrative labor by 30-50% • Decrease cycle times on various processes by 50% or more • Reduce HR service desk calls by 70 to 90% and reduce call times by 30-40% • Reduce HR overhead and outsourcing costs by 20-30% • Reduce manager HR administration tasks 15-20% • Increase employee satisfaction by more than 50% • Increase employee productivity by 3-5% • Improve employee retention by 25-35%Copyright NorthgateArinso. All rights reserved. 15
c. 66% of WFA tasks can be automated Transactions (%) No e-HR With e-HRCopyright NorthgateArinso. All rights reserved. 16
4 Key element successful Self Service 1. Solution intuitiveness and ergonomic user interfaces 2. Flexible and adaptable process engine • Flexible to reflect your current process (including different populations) • Adaptable (e.g. process change) 3. One single place for business logic and data • Lower TCO • Cross-process integration 4. Future proof technologyCopyright NorthgateArinso. All rights reserved. 17
the concept NGA Leverages SAP HCM euHReka is a comprehensive preconfigured HCM (Human Capital Management) solution, supporting HR staff, employees, managers, business partners to: • Administer the global workforce • Support Benefits • Manage talent • Provide global & strategic HR reporting • Deliver multi-country payroll powered by SAP HCM enriched with preconfigured processes extended with a Web 2.0 UI deployed OnDemand or On Premise fast On Boarding through Fit-GapCopyright NorthgateArinso. All rights reserved.
Comprehensive Suite with a Consistent Look/Feel • Google-style user interface alternative for SAP HR • 100% browser-based • User interaction researched by academics • Scalable and fast response time (AJAX) • Fewer clicks with role and context based navigation • Integration with service center technology and knowledge management • Multi-country and multi-lingual • Pre-configured processes and workflows • Powered by SAP • Deployed on Premise or In the CloudCopyright NorthgateArinso. All rights reserved.
Personal Employee Simple Navigation documents retrieved from DM Sends mail to HRW / creates Ticket Contextual Navigation Contextual & Help Selection retrieved within from KM euHReka workspace Contextual Info retrieved from KM WEB Contextual User Actions InterfacCopyright NorthgateArinso. All rights reserved. e
A New View into Org ChartingCopyright NorthgateArinso. All rights reserved.
A New View into Organizational Management org unit job cost center managerCopyright NorthgateArinso. All rights reserved.
A New View into AppraisalsCopyright NorthgateArinso. All rights reserved.
A New View into the Job profile matchupCopyright NorthgateArinso. All rights reserved.
A Facelift for FormsCopyright NorthgateArinso. All rights reserved.
A Move to Contextual TimeCopyright NorthgateArinso. All rights reserved.
Personalizing the Benefits Enrollment Process Plan summary Dental Plan update Dental Dependent updateCopyright NorthgateArinso. All rights reserved.
Contextual CompensationCopyright NorthgateArinso. All rights reserved.
A New Way to Administer LearningCopyright NorthgateArinso. All rights reserved.
Integrating Document Management Fully Web Based Available for all usersCopyright NorthgateArinso. All rights reserved.
A New View into Document ScanningCopyright NorthgateArinso. All rights reserved.
10 Best Practices for Self Service 1. Develop a Self Service strategy, set objectives and get senior management support 2. Ensure optimal collaboration and accountability from HR and IT 3. Align expectations using mock-ups before starting development 4. Select an experienced service provider 5. Start with quick wins and high-frequent processes 6. Spend lots of time on internal communication 7. Make your go-live a splash 8. Anticipate to rapid enhancements following go-live 9. Measure impact against objectives and business case 10. Aim for 100% self service adoptionCopyright NorthgateArinso. All rights reserved. 32
Uniformity across countries and processes • Consistent look and feel • User-friendly reducing the cost of implementation training • Address concerns around people, processes and systems • Current and future-proof technology • Less navigation needed through role- and context- based structure • The ability to leverage key services • Integration of system and HR information
Step 1: Comparing deployment options OnPremise OnDemand BPO Hardware/ Behind the firewall Provider datacenter Provider datacenter infrastructure In-house Software/ Behind the firewall Provider platform Single-tenant ‘lift & shift’ application In-house Multi-tenancy Multi-tenant platform Service Center In-house IT support Self-Service External SSC Internal SSC Configuration support Complete tier 1-2-3 for expert users setup Internal SSC (optional) Which HR All HR processes; All HR processes; All HR processes; focus processes? focus on admin focus on admin and on multi-country payroll processes talent mgmt and HR admin with goal processes to streamline complexity IT ownership CIO organization Provider & CIO org Provider & CIO org Process ownership HR organization HR organization HR organization Quality Internal SLA SLA for IT uptime & SLA for both IT and HR availability quality Copyright NorthgateArinso.34 SSC: Shared Service Center | SLA: Service Level Agreement | CIO: Chief Information Officer reserved. All rights
Step 2: Validate what it means to our business Employees & HR Finance IT managers Single user Focus on the Choice between A single interface business, not on best cost models technology IT (license, pay-as- backbone you-go) Fast onboarding Customer Risk mitigation Fast international satisfaction roll-out (M&A) Ease of use & Ability to select Choose optimal Flexibly switching simplicity deployment cost model between in-house model per HR depending on & outsourced process current business need Multi-role user Steep learning Workforce Continued interface curve analytics & innovation reporting Copyright NorthgateArinso.35 All rights reserved.
What makes NorthgateArinso unique? 5 commitments to our customers 1. 100% focused on HR 2. We are close to you, through offices in 31 countries around the world, and a truly global Service Delivery Network 3. One-stop shop for HR solutions, through our Business Consulting, Software, Systems Integration and Outsourcing business lines 4. Full circle of HR processes: from Enabling to Talent Management processes 5. We put our customers at the heart of what we do with a drive & commitment to overachieveCopyright NorthgateArinso. All rights reserved.