Top 10 ways technology can support hr transformation


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"Clearly, the time is right to consider new technologies for HR Service delivery.."

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Top 10 ways technology can support hr transformation

  1. 1. HR SHARED SERVICE & CONTACT CENTERSOLUTIONSTop 10 Ways Technology can SupportHR Transformation
  2. 2. Table of Contents1. SELF SERVICE THAT’S EMPLOYEE CENTRIC ............................................................................................32. A KNOWLEDGEBASE THAT’S INTELLIGENT AND INTEGRATED ..............................................................53. HR BUSINESS PROCESS MANAGEMENT THAT’S CONFIGURABLE AND AUTOMATED ...........................74. EMAIL MANAGEMENT THAT’S CONSTRUCTIVE AND CONFIGURABLE .................................................95. SLA MANAGEMENT THAT’S PROACTIVE AND PRODUCTIVE ............................................................. 106. DASHBOARDS THAT ARE REAL-TIME AND TRANSPARENT ................................................................ 117. CASE MANAGEMENT THAT’S COLLABORATIVE .................................................................................. 138. REPORTING THAT’S 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
  3. 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 THAT’S EMPLOYEE CENTRIC The Self Service HR Portal is arguably the greatest lever for reducing the time and cost of service delivery. Some organizations have seen the volume of inbound requests drop by as much as 80% after deploying employee self-service. Those results are enabled when 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, whether that “employee” is front-line staff, a manager, retiree, applicant, HR business parnter or 3rd-party provider. For example, a front-line employee in New York will see different information when inquiring about a Leave of Absence than would a Division manager in Munich. Giving the employee easy and immediate access to answers through the knowledgebase has always helped to reduce the number of new cases for HR. Beyond the knowledgebase, 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 employee can’t find an answer, the ability to submit a question from the HR Portal directly to HR eliminates the need for a separate phone call or email. -3- © 2011 Neocase Software All Rights Reserved
  4. 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, PDF’s 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
  5. 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 employee’s 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 THAT’S 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 Software All Rights Reserved
  6. 6. of these popular articles gives both employees and HR agents single-click access tocommon solutions.The “right” content is content that matches an employee’s 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 employee’s 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 that’s 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 who’s 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 Software All Rights Reserved
  7. 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 THAT’S 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, they’reusually 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
  8. 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 that’s captured in the form, and trigger appropriate actions to automate processing.  Analytical Reports that measure the process performance through Key Performance Indicators (KPI’s), 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 that’s automated, efficient and measurable. -8- © 2011 Neocase Software All Rights Reserved
  9. 9. 4. EMAIL MANAGEMENT THAT’S 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 Agent’s desktop.According to the 2011 HR Delivery Practices Survey by the Shared Services Institute,Email is the second-most prevalent Input Channel. The report also suggests there arecosts associated with the manual processing of requests via inbound email. 2011 HR Delivery Practices Survey by the Shared Services InstituteAutomating inbound Email means having the ability to create rules that read andinterpret email, and based on administratively-defined criteria, create or append a case,route the case to a defined agent, team or queue and further process the case.The primary advantage of inbound email processing is that HR Agents will spend lesstime opening, reading and converting emails to cases, and more time resolving thecases. -9- © 2011 Neocase Software All Rights Reserved
  10. 10. HR Representatives also send a lot of emails as part of the case management process;emails to update an employee on the status or resolution of a case, emails seekingmanagers’ approvals or emails to external business partners. The low-to-no-value timespent writing emails, attaching emails to case records, or copying and pasting betweenthe email and the case record can consume a considerable amount of the agent’s time.Configurable Email Content Templates enable situation-specific messages to be“stored” within the business process, and merged with information from the caserecord, along with the appropriate recipients’ email addresses, according to thebusiness process. What this means to the HR organization is that the right message ispre-written within the context of the case process, and personalized to the designatedemployee, manager or other recipient.Where regulations exist that forbid certain types of information from being transmittedvia email (i.e. HIPAA in the United States), outbound emails are kept fully compliantbecause the system administrator has complete control over which fields from the caseform are included in the email template.Email Rules and Content Templates save HR Agents significant time processing caseswhere email is involved. Process-specific templates eliminate the need to “re-create themessage” every time and control the messages that are sent, thus improvingconsistency and legal compliance.5. SLA MANAGEMENT THAT’S PROACTIVE AND PRODUCTIVEAccording to the 2011 HR Delivery Practices Survey by the Shared Services Institute,“the use of Service Level Agreements (SLA’s) has been hailed as a cornerstone practicein shared services.”A complete HR Shared Services solution requires the ability to create and maintain richservice catalogs and SLA’s. This means being able to create an unlimited number ofSLA’s for different HR Processes, and for different employee groups. While the ServiceCenter is responsible for managing and closing each case within its defined SLA,individual agents cannot be expected to know all entitlements.A proactive SLA solution will automatically assign the correct SLA to a case, calculate andassign a deadline, and prioritize that case for the agent, within their overall case load.The agent should be able to simply focus on managing the case, and delivering service. - 10 - © 2011 Neocase Software All Rights Reserved
  11. 11. An Alert Engine and Business Rules should be configurable to notify agents and Team Leaders ofupcoming SLA deadlines, and transfer or escalate cases as necessary to assure their timelyresolution.Finally, Performance Analysis Reports should present SLA achievement rates across severalparameters, and provide the ability to “drill down” through the data to quickly identify thecause of low SLA achievement rates.When an HR Service Center is equipped with the tools for pro-active SLA Management, they cantailor service offerings to meet customer needs, while having the confidence and peace of mindthat they will be able to deliver on their commitments to drive customer satisfaction.6. DASHBOARDS THAT ARE REAL-TIME AND TRANSPARENTIn a fast-paced shared service center, an agent can too easily get “lost in the weeds,” if hedoesn’t have a clear and concise view of his entire workload. An Agent Dashboard shouldprovide an uncluttered view of real-time information, to help the agent work efficiently, and incontrol, much like the dashboard in an automobile.An agent’s dashboard should guide the agent through his cases in a prioritized order, accordingto SLA’s. Case deadlines are automatically calculated based on SLA’s, and cases are sorted andgrouped accordingly, to make the agent’s job easier and more productive, while the ServiceCenter can be confident that it’s maximizing SLA compliance. - 11 - © 2011 Neocase Software All Rights Reserved
  12. 12. While an agent’s dashboard helps the agent to stay focused on priorities, managers need ahigher-level view, and other criteria from which to manage their team’s workloads. - 12 - © 2011 Neocase Software All Rights Reserved
  13. 13. 7. CASE MANAGEMENT THAT’S COLLABORATIVEWith more organizations expanding the size and scope of their HR Shared Service centers,there’s a growing need to tap into the knowledge of multiple resources, subject matter expertsand centers of excellence throughout the resolution process. It’s becoming more important fora case management solution to support a collaborative, team approach to problem solving.The ability to transfer cases to agents based on workload and availability or expertise, or totemporarily sub-contract a case to a third party business partner is becoming more valuable, asthe right expertise is often distributed throughout multiple locations, inside or outside theorganization.Similarly, complex problems are more efficiently managed and resolved when sub-tasks can begenerated and distributed to the appropriate experts, in the form of “child cases,” so thatmultiple experts can work simultaneously toward an expedient resolution.These kinds of collaborative features help to reduce the average processing time of a case,assuring complete resolution at a lower cost, and while increasing employee satisfaction.8. REPORTING THAT’S INSIGHTFUL AND ACTIONABLEPeter Drucker, the man who “invented modern day management” famously said, “If you can’tmeasure it, you can’t manage it.”Successfully managing an HR Shared Service center requires the business insight to understandexactly where and how improvements can be made through operational reports and executivereports that provide insight for tactical and strategic improvements.Traditional business reporting provides a view of what has already happened; how many casesof various categories were processed last month, by whom, and how quickly. While thesereports reveal the highest and lowest performers, they tend to stop there, making it difficult todetermine the actual cause of the low performance.Performance Analysis go past the “we have a problem” stage, and into the “here’s thesolution” stage.Performance Analysis Reports support rapid analysis of a problem by highlighting trends andisolating the root cause, through 3 key characteristics: - 13 - © 2011 Neocase Software All Rights Reserved
  14. 14.  Key Performance Indicators including SLA Achievement Rate, First Contact Resolution, First Agent Resolution, First Team Resolution.  The ability to “drill drown” through the data to view problem areas at progressively more granular levels, until arriving at a root cause.  The ability to export data to familiar tools such as Excel, for further analysis.In a February 2011 article, the International Customer Management Institute stated, “nosingle KPI has a bigger impact on customer satisfaction than does first-call resolution (FCR).”The Shared Services Institute 2011 HR Delivery Practices Survey reports that “slightly morethan nearly half of HR call centers aren’t measuring first call resolution.” It’s quite likely thatthey don’t measure it, because they have no easy and effective way to capture the data.Performance Analysis reporting enables the optimization of each process, so that expectationscan be exceeded, while costs are controlled. The reports provide the insight to organize andstaff teams to improve efficiency, while identifying training opportunities.9. SURVEYS THAT PROVIDE INSIGHT AND INCREASE SATISFACTION "Your most unhappy customers are your greatest source of learning." Bill Gates, Microsoft - 14 - © 2011 Neocase Software All Rights Reserved
  15. 15. The ultimate measure of the success of any customer service organization doesn’t come fromthe inside; it comes from the outside – if the customer isn’t satisfied, the service wasn’tsuccessful.An important, but often overlooked part of the service delivery process is closing the loop withthe customer; getting feedback. A complete HR Service Delivery platform includes the tools tocapture this feedback, measure customer satisfaction.A solution should include the tools create and distribute satisfaction surveys to its customers ina way that the “customer” can easily respond to the survey, providing the information fromwhich the service center can measure satisfaction and respond to feedback.10. DEPLOYMENT OPTIONS THAT ARE FLEXIBLE AND THAT FITAccording to the 2011 – 2012 HR Service Delivery and Technology Research Report by Towers-Watson, 54% of the organizations surveyed currently use, or plan to implement a Software asa Service (SaaS) solution. SaaS has rapidly become the deployment of choice for manyorganizations, because of its lower up-front cost, quicker deployment, and lower maintenancerequirements.However, the same report also indicates that 46% of companies “have no plans to use SaaS.”The reasons for not “going SaaS” are based on security concerns, or the typically higher costover a longer timeframe.A system with flexibility deployment options – one that allows a company to implement thesolution within its own data centers or use the applications on a subscription basis, allows theservice center to align the deployment with its preferred IT strategy.The business of HR Service Delivery is constantly changing. Employees are expecting anddemanding a higher level of service. At the same time, the greater enterprise is demandingmore strategic value from HR. For HR to answer to the demands of both constituencies, itneeds a technology platform that will enable it to provide more services, at a higher level ofautomation. - 15 - © 2011 Neocase Software All Rights Reserved
  16. 16. ABOUT NEOCASE SOFTWARENeocase Software is a leading SaaS provider of HR solutions for shared service and contactcentres. It empowers global corporations to manage and optimise their shared service andcontact center operation performance and processes through its uniquely adaptive and award-winning technology platform.Founded in 2001, Neocase Software has been consistently delivering innovative solutions forhuman resource operations that focus on flexibility, easy integration and low total cost ofownership for its customers while enabling them to deliver the highest level of service toemployees and customers alike and therefore increasing employee and customer satisfaction.Neocase customers have seen tangible results such as productivity gains, cost savings, fastercase resolution and most importantly increased satisfaction and retention.Designed for quick implementation and ease-of-use, the Neocase Software solutions areavailable on SaaS or on premise. Only Neocase offers the elements of a proactive shared servicecentre solution that simplifies how your employees, customers and partners work with yoursmart agents. For more information about Neocase Software, visit - 16 - © 2011 Neocase Software All Rights Reserved