Hr shared service & contact center solutions

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“Today’s HR portals do much more than simply deliver HR
information to employees. Instead, they’re essential to
providing HR services efficiently
and keeping employees engaged. And when used effectively, portals enable HR to
be more productive and strategic in the use of limited
resources. Given the multitude
of disparate HR applications
and third-­‐party providers,
creating an effective HR portal
that meets many HR and
organizations needs is no
simple task”

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Hr shared service & contact center solutions

  1. 1.            HR  SHARED  SERVICE  &  CONTACT  CENTER  SOLUTIONS    Expanding  Tier  Zero:  Four  Strategies  to  Gain  Greater  Value  from  your  HR  Portal  Initiative               1   ©  2012  Neocase  Software       All  Rights  Reserved  
  2. 2.  Contents  Contents  .......................................................................................................................................................  2  Implement  a  Recommendation  Engine  to  gain  more  mileage  from  the  Knowledge  base.  ..........................  4  Begin  more  HR  Processes  within  the  Portal.  ................................................................................................  5  Personalize  the  Portal  for  Different  Customer  Types.  ..................................................................................  6   The  Employee  Customer  ......................................................................................................................  7   The  Manager  Customer  ........................................................................................................................  8   The  HR  Business  Partner  ......................................................................................................................  8   The  Applicant  Customer  .......................................................................................................................  9   The  Portal  for  the  Global  Enterprise   ...................................................................................................  10  Portal  Design  and  Accessibility  for  Higher  User  Adoption  .........................................................................  10   Accessibility  options  to  meet  the  way  employees  live  and  work.  ......................................................  11   Social  Media  and  the  Portal  ...............................................................................................................  12  Conclusion  ..................................................................................................................................................  12           2   ©  2012  Neocase  Software       All  Rights  Reserved  
  3. 3.  “Today’s  HR  portals  do  much  more  than  simply  deliver  HR  information  to  employees.  Instead,  they’re  essential  to  providing  HR  services  efficiently  and  keeping  employees  engaged.  And  when  used  effectively,  portals  enable  HR  to  be  more  productive  and  strategic  in  the  use  of  limited  resources.    Given  the  multitude  of  disparate  HR  applications  and  third-­‐party  providers,  creating  an  effective  HR  portal  that  meets  many  HR  and  organizations  needs  is  no  simple  task”     -­‐ The  HR  Portal:  Driving  Organizational  Effectiveness  and  Employee  Engagement   Towers  Watson,  2011    The  case  for  the  HR  Portal  as  a  key  enabler  of  Transformation  is  clear.    But  so  are  the  challenges  to  effectively  creating  a  Portal  that  meets  the  needs  of  HR,  and  its  many  customer  segments.  This  paper  will  focus  on  the  specific  strategies  through  which  a  Portal  can  deliver  greater  value  to  the  organization  by  enabling  HR’s  customers  to  do  more  themselves,  and  hence  alleviate  HR  of  many  of  the  low-­‐value  transactional  tasks  that  normally  consume  its  limited  resources;  it  will  explain  how  the  Portal  can  extend  the  value  of  a  Knowledgebase  through  a  Recommendation  Engine;  how  Smart  Forms  and  automated  workflow  technologies  can  empower  Employees  and  Managers  to  initiate  more    processes  independently  of  HR,  and  it  will  identify  factors  that  make  a  Portal  more  “customer-­‐centric”  and  accelerate  user  adoption,  and  time-­‐to-­‐value.  The  Self  Service  Portal  is  often  referred  to  as  “Tier  Zero,”  and  the  ability  to  answer  questions  and  resolve  issues  at  this  Tier  Zero  level,  without  involving  an  HR,  comprises  the  sought-­‐after  “Tier  Zero  Resolution.”    This  paper  is  about  expanding  Tier  Zero  to  address  a  broader  array  of  employee  needs,  and  therefore,  reduce  the  time  that  HR  spends  on  service  delivery  so  that  they  can  focus  more  on  delivering  strategic  value  to  the  organization.  So,  how  can  we  expand  Tier  Zero?    We’ll  look  at  four  specific  strategies,  each  of  which  helps  to  broaden  the  utilization  and  success  of  the  Portal:       1. Implementing  a  Recommendation  Engine  to  drive  more  value  from  the  Knowledgebase   2. Enabling  more  processes  to  be  conducted  through  the  portal   3. Dynamically  personalizing  the  portal  for  multiple  customer  segments   4. Configuring  and  deploying  the  portal  for  higher  and  faster  user  adoption.               3   ©  2012  Neocase  Software       All  Rights  Reserved  
  4. 4.  Implement a Recommendation Engine to gain more mileage from theKnowledge base.  In  Gartner’s  presentation,  “Customer-­‐Centric  Web  Processes:  The  Move  to  E-­‐Services,  Generation  V  and  Social  CRM”  at  the  2011  Customer  360  Summit,  Gartner  cites  the  Recommendation  Engine  as  a  key  part  of  the  Customer-­‐Centric  Web  and  eCommerce  Road  Map.        Giving  employees  access  to  a  knowledgebase  has  helped  many  companies  to  reduce  the  number  of  questions  sent  to  the  Service  Center.    The  benefits  are  clear:    Immediate  answers  for  the  employees,  and  a  reduced  workload  of  rote  tasks  for  HR  agents.        But  what  happens  when  an  employee  doesn’t  go  to  the  knowledgebase,  or,  doesn’t  find  what  he  or  she  is  looking  for  on  the  first?    The  employee  will  submit  a  new  request  to  the  Service  Center.    This  is  the  value  zone  for  the  Recommendation  Engine.    A  Recommendation  Engine  creates  a  second  opportunity  for  Tier  Zero  Resolution,  by  performing  an  automated  search  of  the  Knowledgebase  behind  the  scenes.    It  combines  key  words  from  the  employee’s  question  with  metadata  in  a  search  algorithm  through  an  automated  search  to  find  the  most  precise  solutions  from  within  the  knowledgebase,  to  answer  the  employee’s  question.    The  Recommendation  Engine  then  passes  that  solution  back  to  the  employee,  in  real  time.        The  advantage  of  the  Recommendation  to  HR  is  that  fewer  cases  are  sent  to  HR.    The  advantage  to  the  employee  is  an  immediate  answer  to  the  question.     Before  a  case  is  created,  the  recommendation  engine  will  push  an  answer  to  the  employee’s   screen.         4   ©  2012  Neocase  Software       All  Rights  Reserved  
  5. 5.  Begin more HR Processes within the Portal.Most  ESS  and  MSS  Portals  provide  a  way  for  employees  and  managers  to  complete  basic  transactions  like  changes  to  contact  information,  and  requesting  vacation  time.    Or  in  the  case  of  Managers,  to  initiate  more  complex  processes  such  as  a  performance  evaluations.    Some  organizations  have  found  ways  to  conduct  more  transactions  through  the  Portal,  but  the  point  is  this:    Within  most  organizations,  a  large  number  of  HR  transactions  are  managed  through  predominantly  manual  or  semi-­‐manual  means,  using  spreadsheets,  document  templates  or  even  paper  forms.    These  “off-­‐line”  processes  offer  a  great  opportunity  to  increase  efficiency,  and  achieve  transformation.    This  is  the  area  into  which  Tier  Zero  can  be  expanded.  Expanding  Tier  Zero  means  initiating  and  processing  a  greater  breadth  and  depth  of  transactions  through  the  Portal,  thus  reducing  the  involvement  of  HR  resources.    Within  the  typical  organization,  how  many  paper  or  PDF  forms  are  distributed  to  employees  or  managers  for  completion,  and  then  sent  to  HR  for  validation,  then  again  faxed,  forwarded  or  emailed  to  another  individual  or  department  for  processing  or  approval?    Much  of  this  administrative  activity  takes  time,  but  adds  little  to  no  value  to  the  process.    And  worse,  becomes  a  real  speed  bump  on  the  road  to  Transformation.  A  true  Enterprise  Portal  for  HR  Service  Delivery  can  accommodate  more  processes,  by  offering  two  primary  components:    Configurable  Smart  Forms,  and  Business  Rules.  Let’s  consider  a  simple  process,  like  Tuition  Reimbursement.    If  an  employee  is  eligible  for  his  company’s  Tuition  Reimbursement,  a  “Smart  Form”  will  be  visible  to  him  within  the  Portal.    These  forms  should  be  easily  configured  by  an  administrator  or  HR  process  owner,  to  capture  the  information  required  by  the  process,  and  validate  that  information  through  configurable  rules  and  dependencies.    When  the  employee  completes  and  submits  the  form,  workflow  can  route  that  form  directly  to  his  manager  for  approval.      The  employee’s  manager  may  receive  an  automated  email  alert  telling  her  that  a  new  Task  has  been  submitted  to  her  Portal,  for  her  approval.    The  manager  will  go  to  the  portal,  review  the  request,  and  indicate  Approval.    The  approved  request  is  then  delivered  to  HR,  only  after  all  the  other  work  has  been  completed.    The  point  is  this:  Having  the  ability  to  configure  an  unlimited  number  of  Smart  Forms  and  corresponding  Business  Rules,  and  present  those  forms  through  the  Portal,  means  expanding  Tier  Zero  to  absorb  much  of  the  administrative  work  normally  done  by  HR  resources  within  the  Service  Center.    The  natural  result  of  this  Tier  Zero  expansion  is  having  more  HR  resources  available  to  dedicate  to  strategic  initiatives  that  generate  competitive  value  for  the  enterprise.  In  many  organizations,  even  less-­‐complex  business  processes  can  still  require  HR  time  and  resources  to  administer  in  an  environment  with  disparate  systems.    For  example,  updating  employee  contact  information  within  the  core  HR  system  is  low-­‐value  work  that’s  often  assigned  to  an  HR  professional.        A  Portal  that’s  truly  designed  to  streamline  processes,  and  free  up  resources  will  offer  multiple  integration  options  with  a  variety  of  core  HR  systems,  to  enable  employees  to  make  the  kind  of  direct  updates  that  don’t  require  HR  approval  or  intervention.         5   ©  2012  Neocase  Software       All  Rights  Reserved  
  6. 6.  Personalize the Portal for Different Customer Types.  “Visitors  to  websites  and  users  of  mobile  Internet  devices  are  expecting  more  unique  content…  It  requires  aligning  content  with  particular  customer  segments,  as  well  as  better  communication  of  the  availability  of  that  content.”   “The  Top  10  Ways  to  Make  a  Website  Customer-­‐Centric”   Michael  Moaz,  Garnter,  2009    Every  HR  organization  engages  with  multiple  “customer  segments”  comprised  of  Employees,  Managers,  Business  Partners,  Applicants,  Former  Employees  and  Retirees.    The  Portal  presents  an  opportunity  to  streamline  service  delivery  with  each  segment,  but  the  challenge  is  how  to  present  each  customer  with  content  that’s  aligned  with  their  segment-­‐specific  and  individualized  needs.    Many  HR  organizations  already  offer  separate  Employee  Self  Service  (ESS)  and  Manager  Self  Service  (MSS)  portals,  with  each  containing  role-­‐specific  knowledge  base  content,  and  various,  often  limited  transaction  types.    This  paper  proposes  taking  this  concept  to  the  next  level,  by  configuring  the  Portal  to  service  more  HR  customer  segments,  and  to  present  each  segment  with  a  greater  breadth  and  depth  of  personalization,  and  process  automation.    We’ll  look  at  some  of  these  HR  customer  segment  separately.    But  first,  let’s  consider  the  attributes  that  make  each  “customer”  different,  and  define  the  specific  content  and  capabilities  that  should  be  available  to  the  “customer.”    There  are  three  primary  criteria  that  define  what  content  and  transactions  each  employee  can  see  and  do  within  the  portal.    Those  criteria  are:     1. The  Employee’s  Business  Unit   2. The  Employee’s  geographic  parameters  (Country,  State,  Province)   3. The  Employee’s  Role(s)  within  the  organization.      Those  three  criteria  define  the  employee’s  HR  “Customer  Context.”  And  that  Context  is  what  determines  the  four  key  elements  of  HR  service  delivery.    Those  four  elements  are           6   ©  2012  Neocase  Software       All  Rights  Reserved  
  7. 7.     1. Knowledgebase  content  that  is  visible  through  the  Portal   2. The  Service  Catalog  or  set  of  processes  and  transaction  types  that  the  employee  can  initiate   within  the  Portal.     3. Service  Level  Agreements  (SLA’s)  that  determine  the  prioritization  of  customer’s  requests   4. Employee  Visibility,  meaning  the  groups  of  other  employees  on  whose  behalf  a  Manager  or   HR  Business  Partner  can  initiate  HR  Transactions  and  Processes.      A  customer’s  demands  on  HR  range  from  questions  that  can  be  resolved  with  a  single  answer  from  the  knowledge  base,  to  complex  transactions  involving  multiple  steps  and  approvals.    The  optimal  Portal  should  be  a  gateway  through  which  every  customer  of  HR  can  access  all  the  answers  and  processes  that  are  relevant  to  his  or  her  personal  context,  based  on  business  unit,  region  and  role(s).    In  other  words,  when  a  customer  enters  the  Portal,  they  should  have  an  experience  that’s  tailored  to  who  they  are  as  an  individual;  content  should  be  dynamically  displayed  according  to  who  is  logged  into  the  portal.    Let’s  look  at  a  few  examples,  based  on  different  HR  customer  types:  The Employee CustomerWhen  an  employee  logs  into  his  HR  Portal,  he  should  have  access  to  highly  personalized  and  relevant  information.    This  personalization  and  relevance  should  be  present  within  any  of  the  following  Employee  transaction  types:     Searching  the  Knowledgebase  directly,  or  receive  content  through  the   • Recommendation  Engine.   • Creating,  viewing  and  updating  Cases.   • Initiate  Processes  and  interacting  with  HR  or  his  Manager.   • Completing  Satisfaction  Surveys.   • Managing  and  updating  Personal  Information.    An  employee  may  have  a  question  about  prescription  drug  coverage.    The  knowledgebase  should  provide  the  correct  answer,  according  to  the  specific  coverage  of  the  employee,  based  on  his  individual  benefit  plan.         7   ©  2012  Neocase  Software       All  Rights  Reserved  
  8. 8.  When  he’s  logged  into  the  Portal,  the  employee  will  have  access  to  a  Service  Catalog  that  presents  a  set  of  smart  forms  that  enable  the  employee  to  initiate  any  of  the  processes  to  which  he  is  entitled,  based  on  his  Business  Unit,  Geography  and  Role(s).    For  example,  if  Tuition  Reimbursement  is  to  employees  after  one  full  year  of  employment,  the  six-­‐month  employee  won’t  have  access  to  the  Tuition  Reimbursement  Smart  Form,  but  the  18-­‐month  employee  will.  By  dynamically  personalizing  the  content  and  capabilities  within  the  portal  to  each  individual  employee,  and  by  leveraging  Smart  Form  technologies  and  business  processes  to  offer  a  broader  array  of  HR  Services,  the  Employee  is  empowered  to  be  more  self-­‐sufficient  across  a  broader  spectrum  of  HR  activity.    This  reduces  the  demand  on  HR  resources.  The Manager CustomerWhen  a  Manager  logs  into  the  Portal,  she  should  have  access  to  additional  content  and  processes,  relevant  to  her  role  as  a  Manager  in  combination  with  her  Business  Unit  and  Geography.    This  manager-­‐specific  content  will  be  accessed  through  the  following  transaction  types:   Knowledgbase  searches  to  include  Manager-­‐specific  content,  further  contextualized  by  her   • Role(s),  Region  and  Business  Unit.   • Ability  to  create  cases  pertaining  to  a  subordinate,  or  direct  report.   • Access  Smart  Forms  to  initiate  managerial  HR  Processes,  such  as  onboarding  or  staffing   requests.   • Access  to  certain  types  of  cases  created  by  her  subordinates,  where  managerial  review  and   approval  are  required.     • Access  and  ability  to  manage  information  pertaining  to  her  team  (subordinates  and  reports).    According  to  the  particular  HR  business  process,  a  manager  will  have  access  to  certain  cases  submitted  by  her  subordinates.    However  cases  created  by  her  subordinates  concerning  themselves,  should  not  be  visible  to  the  Manager.        The  Service  Catalog  must  strictly  govern  the  type  of  subordinate  cases  that  a  manager  can  access.  The HR Business Partner “As  a  service  manager,  the  HR  business  partner  needs  to  monitor  and  provide  excellent  HR   service  delivery.  Not  only  should  the  person  in  this  role  fulfil  the  local  demand  function  of   the   shared   service   centre   and   the   centres   of   expertise,   they   should   also   provide   specialised   HR  service  delivery  when  required  (ie.  local  recruitment).”   The Role of the HR Business Partner: Making it Work Cindy  Meervis,  PA  Consulting  Group,  2009  “HRBPs  —  specifically  the  strategic  partner  role  they  have  —  are  fundamental  to  the  effectiveness  of  HR  support  to  line  management.”   The  Role  of  the  HR  Business  Partner   Jean  Martin,  Talent  Management  Magazine,  December,  2010    The  role  of  the  HR  Business  Partner  is  universally  seen  as  an  important  link  between  HR  Service  Delivery  and  the  fulfillment  of  HR’s  more  strategic  role.    The  Portal  can  be  the  ideal  tool  to  link  the  Business  Partner  to  both  his  customers  and  HR  processes  and  resources,  enabling  the  Business         8   ©  2012  Neocase  Software       All  Rights  Reserved  
  9. 9.  Partner  to  provide  a  higher  level  of  personalized  services,  without  taxing  the  back-­‐office  HR  organization.  By  recognizing  the  Business  Partner  according  to  his  unique  Context,  the  Portal  will  give  the  Business  Partner  access  to  the  following  information  and  processes:   Accessing  specialized  HR  and  Center  of  Excellence  content  through  the  Knowledge  base   • Create  cases  on  behalf  of  his  employee  and  manager  customers   • Initiate  and  manage  HR  processes  associated  with  an  employee  customer   • Actively  participate  in  processes  concerning  an  employee  customer,  such  as  providing   • approvals  on  behalf  of  HR.   • Access  and  manage  records  and  data  concerning  employees  within  his  purview.    By  providing  the  HR  Business  Partner  with  role-­‐specific  content  through  a  Web  Portal,  the  Business  Partner  is  able  to  serve  his  or  her  customers  more  effectively  and  efficiently,  from  virtually  any  location.    These  capabilities  will  aid  the  Business  Partner  to  more  effectively  link  Service  Delivery  to  Strategic  Effectiveness.        The Applicant CustomerAnother  important  segment  that  interacts  with  HR  are  the  “future  employees,”  or  applicants.    Many  organizations  have  invested  in  specialized  application  tracking  solutions,  but  there    still  may  be  processes  and  tasks  that  are  not  addressed  by  those  solutions;  processes  that  can  be  intiated  and  managed  through  a  Portal  that  has  the  ability  to  interface  to  these  third-­‐party  systems.  Just  as  the  Portal  will  dynamically  present  content  to  current  Employees,  Managers  and  Business  Partners  according  to  their  respective  Roles,  Geographies  and  Business  Units,  these  same  capabilities  can  be  applied  to  the  future  employee,  or  “Applicant.”    Once  logged  into  the  Portal  and  applicant  can:   • Find  answers  in  the  Knowledge  base  either  directly,  or  through  the  Recommendation   Engine,  relevant  to  prospective  employees  and  the  application  process.   • Complete  applications  and  pre-­‐employment  Smart  Forms  and  documents   • Check  application  status   • Gain  access  to  pre-­‐boarding  and  on-­‐boarding  processes.  A  prospective  employee’s  experience  throughout  the  application  process  has  a  big  impact  on  their  perception  of  the  employer.    Access  to  personalized  and  relevant  information  throughout  the  pre-­‐employment  process  can  help  to  make  the  experience  positive,  and  hence,  your  organization  more  attractive  within  a  competitive  hiring  environment.  When  a  Portal  can  dynamically  present  the  right  content  at  the  right  time  to  each  customer,  based  on  their  personalized  context,  everyone  becomes  more  productive,  and  the  acceptance  of  the  Portal  grows  significantly.    Let’s  now  take  a  look  at  other  factors  that  drive  greater  user  adoption.               9   ©  2012  Neocase  Software       All  Rights  Reserved  
  10. 10.  The Portal for the Global Enterprise“Between  now  and  2050,  the  worlds  population  is  expected  to  grow  by  2.3  billion  people,  eventually  reaching  9.1  billion.  The  combined  purchasing  power  of  the  global  middle  classes  is  estimated  to  more  than  double  by  2030  to  US$56  trillion.  Over  80%  of  this  demand  will  come  from  Asia.”   Six  Global  Trends  Facing  the  Business  World   2012,  Ernst  &  Young  Emerging  markets  and  other  factors  have  driven  companies  to  establish  a  presence  in  places  far  from  their  corporate  headquarters.    This  increased  globalization  presents  yet  another  challenge  to  the  HR  Shared  Service  Center  –  How  to  effectively  serve  multiple  diverse  employee  populations,  while  operating  as  single,  efficient  (and  low-­‐cost)  global    service  center?  Regional  differences  encompass  languages  and  currencies,  and  more  subtle  factors  like  the  formatting  of  dates  and  numbers.    One  solution  is  to  deploy  a  single  portal  for  each  of  these  regionally  different  employee  populations.    But  as  diversities  increase,  so  would  costs.  A  more  advantageous  strategy  is  to  deploy  a  single  portal  that  can  support  multiple  languages,  currencies  and  formats  so  that  the  global  service  center  can  deliver  a  highly-­‐personalized  customer  experience  at  a  significantly  lower  operational  cost.  Portal Design and Accessibility for Higher User AdoptionPeople  more  readily  adapt  to  and  accept  that  which  is  familiar.    Organizations  report  that  when  a  Portal  design  is  similar  to  that  of  web  tools  and  solutions  that  employees  currently  use,  adoption  occurs  sooner.    The  time  to  value  from  deployment,  and  the  overall  value  gained  over  time  will  be  greater.      Familiarity  does  indeed,  accelerate  adoption.  For  this  reason,  it’s  important  to  have  the  ability  to  configure  the  look  and  feel  of  the  Portal  to  match  the  solutions  which  have  already  gained  users  acceptance  throughout  the  organization.    Many  factors  of  a  web  portal  contribute  to  its  look  and  feel.    Those  factors  include:   • Multiple  Themes  to  support  different  color  schemes  and  graphic  designs  for  different   Business  Units  or  “Customer  Segments.”   • Different  Page  Structures,  to  support  a  flexible  arrangement  of  content  on  each  page.     • Multiple  Containers,  for  flexible  presentation  of  different  content  types  on  each  Portal  page.   • A  rich  library  of  pre-­‐configured  Modules  that  plug  directly  into  the  knowledge  base  and  case   management  system.         10   ©  2012  Neocase  Software       All  Rights  Reserved  
  11. 11.    Accessibility options to meet the way employees live and work.Technology  enables  people  to  find  answers  and  transact  business,  from  virtually  anywhere.    We  can  buy  books  and  clothing,  check  our  bank  balance,  and  initiate  financial  transaction  from  the  breakfast  table,  the  commuter  train,  or  the  beach.        Technology  enables  us  to  be  productive  from  anywhere,  and  the  technology  can  be  any  web-­‐enabled  device.        If  an  employee  is  sitting  in  the  company  cafeteria,  or  in  an  airport  terminal  on  another  continent,  and  she  wants  to  make  a  change  to  her  benefits  or  get  a  quick  answer  on  travel  expense  policy,  she  may  fully  expect  to  complete  the  transaction  with  her  Smartphone.      And  why  not?    If  she  can  order  a  book,  and  make  a  bank  transaction  using  her  Smartphone,  why  shouldn’t  she  have  those  same  conveniences  through  her  employer,  using  those  same  technologies?                              Just  as  a  familiar  look  and  feel  is  important  to  driving  user  adoption,  so  is  the  ability  to  access  the  Portal  from  any  web-­‐enabled  device.         11   ©  2012  Neocase  Software       All  Rights  Reserved  
  12. 12.  Social Media and the Portal“Enterprise  2.0  tools  are  familiar  to  employees,  available  to  organizations  and  can  be  a  rich  channel  through  which  organizations  can  reach  employees.”   Using  social  media  to  address  organizational  priorities   Towers  Perrin,  2009  Social  media  is  another  phenomenon  that  has  impacted  the  way  people  communicate  and  share  information.      Similarly,  enterprise  social  media  -­‐  the  use  of  social  media  within  an  organization  in  support  of  its  goals  -­‐  can  positively  impact  how  organizations  communicate,  share  knowledge  and  deliver  services  to  their  employees.    The  ability  to  leverage  enterprise  social  media  as  part  of  your  Portal  strategy  holds  great  potential  to  drive  user  adoption  and  employee  engagement,  and  derive  more  value  from  you  HR  Portal.  ConclusionThe  Enterprise  Portal  offers  an  opportunity  to  both  HR  and  its  customers  to  get  more  things  done  more  efficiently  and  with  less  effort  and  fewer  HR  resources.      In  order  to  take  advantage  of  this  opportunity,  and  “Expand  Tier  Zero”  through  your  Portal  strategy,  consider  these  four  key  initiatives:    Implement  a  Recommendation  Engine,  leverage  Smart  Forms  and  workflow  to  drive  more  HR  processes  from  within  the  Portal,  establish  a  Customer  Context  and  use  it  to  drive  a  personalized  experience  for  each  employee  and  customer  segment,  and  configure  portal  design  and  accessibility  for  faster  user  adoption,  time  to  value,  and  sustained  value  over  time.                   12   ©  2012  Neocase  Software       All  Rights  Reserved  

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