ADP ReThink 2016: All Roads Lead to Transformation
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The head of the Global Product organization demonstrated ADP’s unique approach to meet client needs across the globe.
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ADP ReThink 2016: All Roads Lead to Transformation
- 1. All roads lead to transformation Stuart Sackman Corporate Vice President, Global Product and Technology
- 2. Global Time and Labor Global Benefits Global HR Global Talent Our global approach • Empower your people Global Payroll AnalyticsMobile • Activate actionable insights • Anticipate & manage risk Trusted Security Regulatory Expertise Risk Mitigation
- 3. Local compliance knowledgeEmployment Act, 1955 Industrial Relations Act, 1967 Trade Unions Act, 1959 Employment(Termination And Layoff) Benefits Regulations Children and Young Persons (Employment) Act Minimum Wage Order, 2012 Employment(Part-Time Employees) Regulations Overtime Limit Regulaltions, 1980 The Labor Protection Act B.E. 2541, 1998 Workmen’s Compensation Act B.E. 2537, 1994 Social Security Act B.E. 2533, 1990 State Enterprise Labor Relations Act (Selra) B.E. 2543, 2000 Thai Civil And Commercial Code (Hire Of Service) Provident Fund Act B.E. 2530, 1987 Employment And Job Seeker Protection Act B.E. 2528, 1985 Alien Employment Act B.E. 2521, 1978 Skill Development Promotion Act B.E. 2545, 2002 Korean Labor Standards Act Employee Retirement Benefit Security Act Of Korea Minimum Wage Act Of Korea Equal Employment Act Of Korea Act On The Protection of Dispatched Workers Of Korea Act On The Protection Of Fixed-Term And Part-Time Employees Of Korea The Promotion Of Worker Participation And Cooperation Act Of Korea Employee Law (Employment Terms), 2002 Hours Of Work And Rest Law, 1951 Annual Leave Law, 1951 Sick Pay Law, 1976 Collective Agreements Law, 1957 Settlement of Labor Disputes Law, 1957 Dismissal And Resignation Law, 2001 Labor And Workmen Law, 1969 The Civil Code Act Works Constitution Act The Act On Collective Agreements Federal Paid Leave Act Employment Promotion Act Act On The Commercial Transfer Of Employees Occupation Training Act Young Workers' Protection Act Working Time Act Act On The Payment Of Child Raising Benefit And Child Raising Leave Insolvency Ordinance Act On Part-Term And Fixed-Term Employment Relationship Home Work Act Maternity Protection Act Employment Ordinance (Cap. 57 Of The Laws Of Hong Kong) Disability Discrimination Ordinance (Cap. 487 Of The Laws Of Hong Kong) Employees Compensation Ordinance (Cap 282 Of The Laws Of Hong Kong) Family Status Discrimination Ordinance (Cap. 527 Of The Laws Of Hong Kong) Mandatory Provident Fund Schemes Ordinance (Cap.485 of the Laws Of Hong Kong) Minimum Wage Ordinance (Cap. 608 Of The Law Of Hong Kong) Occupational Safety And Health Ordinance (Cap. 509 Of The Laws Of Hong Kong) Personal Data (Privacy) Ordinance (Cap. 486 Of The Laws Of Hong Kong Protection Of Wages On Insolvency Ordinance (Cap.380 Of The Laws Of Hong Kong) Race Discrimination Ordinance (Cap. 602 Of The Laws Of Hong Kong) Sex Discrimination Ordinance (Cap 480 Of The Laws Of Hong Kong) Trade Unions Ordinance (Cap. 332 Of The Laws of Hong Kong) The Data Protection Act, 1988 And 2003 The Unfair Dismissals Act The Immigration Act Employment Permits Act, 2014 The Companies Act The Terms of Employment Act, 1994- 2014 The National Minimum Wage Act, 2000 The Organization of Working Time Act, 1997 The Parental Leave Act, 1998 And 2006 The Redundancy Payments Act, 1967- 2014 The Protection of Employees Work Act, 2003 The Employment Equality Act, 1998 The Protected Disclosures Act, 2014 The Protected Disclosures Act, 2014 The Worker Participation Act, 1977 The Transnational Information And Consultation of Employees Act, 1996 The Safety, Health And Welfare At Work Act, 2005 The Patient Protection & Affordable Care Act eSocial Pensions Act Single Euro Payments Area Social Insurance Déclaration Sociale Nominative Russian Federation Personal Data Law
- 4. Our global approach Analytics Global Time and Labor Global Benefits Trusted Security Regulatory Expertise Localized Services Risk Mitigation Global Payroll Global HR Global Talent Mobile Technology Expertise • Empower your people • Activate actionable insights • Anticipate & manage risk • Build organizational agility
- 5. Melissa Jimenez Director, MNC Product Management
- 7. Salaried employee • Most don’t look at their pay slip • Any variation in pay triggers research, which involves comparing statements • Certain events also trigger research (e.g., bonus or reach expected deduction limits) What we heard What we built • Visualize pay history over time to easily identify changes • Compare function to home in on differences in pay • Smart notifications based on wage type or payroll limits
- 8. Hourly employee • Regularly review pay statements • Confusion from pay variation or unfamiliar details results in further research • Research involves calls, emails or tickets to Payroll / HR for explanation What we heard What we built • Built-in contextual help to better understand pay elements and calculations • Define help text and resource links to help the employee better understand their pay • Ability for client to control user experience, messaging and notifications
- 17. Focus on user experience Interactive • Linkable and clickable pay statement content, personalized by user Engaging • Visualize & compare period-by- period pay information to easily determine changes Intelligent • Pay statement alerts and contextual help improve statement understanding
- 21. The road ahead
- 23. Enhancing our technology offering • Availability of and integration with 3rd party solutions to build a seamless ecosystem • Delivers flexibility and options where needed • Supports the varying and specific employee needs across different countries • Enables proactive and improved decision making about labor costs and trends • Combines country requirements and local practices to deliver impactful insights in each country Advanced AnalyticsIntegration
- 24. Enhancing our global presence, global service 630,000 Over businesses 55,000supporting our clients associates 111 30+ countries, languages, 99%multinational employees Shanghai Manila Singapore Hyderabad Melbourne Sao Paulo Bucharest Prague Paris Barcelona Miami Alpharetta Halifax Toronto El Paso Service centers Countries covered: 111
- 25. We meet you wherever you are France SwitzerlandBrazil TunisiaSpain Netherlands Philippines Romania China Singapore Australia and New Zealand Poland Czech Republic India
Editor's Notes
- Now more than ever, global organizations are challenging the convention of rigid, fragmented HCM systems and deploying flexible and integrated consumer-grade solutions that can provide organizational transparency in the hopes of discovering actionable insight through the wealth of available data to deliver competitive advantage, unlock workforce potential, and drive organizational change in new ways. To help you Transform the Way the World Works, ADP continues to heavily invest in continuous innovation, localized expertise, and an integrated and simplified HCM solution to meet the needs of your constantly changing global workforce and competitive environment. We’re focused on building best-in-class solutions that will: [Build #1 – Payroll (as foundation), HR, TLM, Benefits, Talent] Empower your people – Identifying, retaining and compensating top global talent is the absolute minimum; reliably compelling and engaging the workforce has become the linchpin of success within a dynamically changing business world, both globally and locally. For 65 years, ADP has been solving for the complexities and intricacies of payroll on a global scale. And because of our roots in implementing, staffing, and scaling to deliver an unsurpassed service experience in Payroll, we have the foundational knowledge, proven processes and expert infrastructure to expand this service offering to different areas of the HCM solution including Global HR, Time & Labor, Benefits and Talent. This complete HCM solution is designed to flex and adapt to your specific business needs on both a global and local scale, while offering the benefits of a single ADP experience – from technology to implementation to ongoing support and service. Recent examples of our dedication to continuous improvement include the expansion of our Time and Labor solution that meet the needs of global organizations through addressing data and privacy concerns by now hosting our solution in our European data center to enhancing and expanding our Time and Labor support capabilities across the globe. In addition, we just announced the final pillar of our HCM offering… Global Benefits. By utilizing the best in class Darwin technology from Thompsons, tightly integrating it with the rest of our solution portfolio, and wrapping it with the service and support infrastructure you have come to expect from ADP. [Build #2 – Mobile, Analytics] Activate Actionable Insights – Complete, organizational clarity and accuracy of HCM data allows for quicker and smarter proactive (rather than reactive) strategic decisions. With centralized data collection enabled through mobile and cloud-based systems with the ability to add data from other internal systems or external sources, our clients gain a “real-time” view of their global workforce, with the necessary people, environmental, and cultural-centric data to generate actionable insights, maximize talent opportunities, and make improved budgeting, forecasting, and resource allocation decisions. Pulling all of your critical data together into one view allows you to go well beyond basic HR information and analyze dynamics of compensation, productivity and performance, for a deeper understanding around what drives the lasting success of your people and business. [Build #3 – Risk Mitigation, Trusted Security, Regulatory Expertise] Anticipate & Manage Risk – Our technology is wrapped in a trusted security, privacy, maintenance, and regulatory expertise layer that enables risk mitigation. In our digital age, cyber crime is a consistent headlines and it seems everyone is a target, especially companies managing confidential data including payroll, bank, employment and healthcare. The security and privacy threat is very real and has become a worldwide epidemic on the rise. Multi-layered security and privacy protections provide advanced around-the-clock global security monitoring to help ensure the protection of client data and funds. In addition, ADP’s solution is fundamentally designed to simultaneously manage global and local compliance needs, and is bolstered by regional teams of experts who are solely focused on interpreting and managing the sea of constantly changing compliance standards, while our development teams work to embed those compliance changes directly into the technology to equip your organizations with everything you need to avoid costly risk.
- Taking a deeper look at our Regulatory Expertise – In every country, our clients must deal with regulations affecting how they manage their human capital on a daily basis • Frequently, those laws are changing – 2 examples are DSN in France and eSocial in Brazil • These are simplification and cost and corruption reduction measures • Simplifying payroll-related data transmission between companies and government • Increasing frequency of transmission of that data • ADP interprets the changes and then re-engineer processes and tools on behalf of its clients and provides training • ADP benefits from these changes as they drive companies to outsource • Further, there are regulation related mega-trends affecting how our clients manage their human capital. • Example 1 - in the 1970’s there were 8 countries with laws around data privacy. Today there are nearly 90 with more being added every year • Example 2 – By 2020, PWC predicts a 50% increase in the number of global assignments, yielding issues around tax compliance • Having software doesn’t mean you are compliant – you have to have the expertise to interpret the law and make appropriate changes Our dedicated staff of over 2500 compliance and support experts on the ground, in the countries we do business in reduce the expensive burden required to make sense of this constantly changing regulatory environment. But we are also taking this one step further. We are designing a new global compliance knowledge base that users can access at any point to learn about the latest legislative changes going on in their desired countries. It has been designed using the visual design language delivered by our innovation lab, so it is an intuitive / easy to use knowledgebase which covers 4 domains’ of legislative requirements: Payroll, HR, Talent and TLM.
- And finally, to Transform the Way the World Works, you also need to: [Build #4 – Localized Service, Technology + Expertise dials] Build Organizational Agility – Flexibility is built into the underlying foundations of our global HCM systems, ensuring highest levels of adaptability in times of change. But what’s more, we combine these top tier ‘modular’ technology components with unmatched depth of service and real human expertise – at a localized level. So every business unit, country, or region can scale to support your growth by tapping into our deep expertise base, understanding whether or not the right resources are in the right places at the right times, or what technology is needed when organic, inorganic expansion or other strategic decisions are made. This flexibility enables you to adapt quickly and maintain competitive advantage when organizational change is needed. [Handoff to Melissa] To talk further about some of our recent efforts to provide this flexible and simplified HCM solution, I’d like to introduce Melissa Jimenez, Director of Product Development, who will provide some insight into our approach to product development and how we engage with our clients to ensure our products delight our customers and deliver measurable business value.
- A more human resource is not just a tag line… it describes our design philosophy around user experience. It really is designed around the user. I can’t think of a better way of explaining how we develop products that to tell you a personal story. About a year ago I was a client advisory board function where we bring about 30 clients to one location to get feedback about our products. This particular meeting was held in Barcelona at the top of a mountain. This was a Product Managers dream because essentially all the clients were trapped there and could not easily leave the hotel without arranging transport. During a very informal networking session at the bar, a client was telling me how UGLY our pay slips were. I had heard this before, but I was always curious about the request. What are people doing with their payslips? Essentially a pay slip is just a receipt for a transaction. Employees give their time and effort to a company in exchange for an agreed upon fee. ADP is hired by companies to calculate this transaction in an accurate, compliant and timely fashion and the pay slip is essentially the receipt of this transaction. What do people do with receipts? Some people save them all, some people discard or even never print. So I was always curious as to why clients wanted to have the best looking “Receipts”. The request made no sense to me so I always asked the question back to my clients. What are you looking for? Lucky for me, this time the client was Apple, Inc. As a company culture, they are also interested in the user experience and are arguably the best in the world and understanding how to best present information to users in the most useful and intuitive way. During this meeting, Apple agreed with me to study this further so we can design something that would provide useful pay information to employees. What we learned through this process is that what is important to the employee is not the gross to net calculation, but how do we provide information in a more human way?
- After a focused workshop with Apple, we learned that users essentially interact with their pay in either of two ways. As much as I hate to admit this coming from ADP, the fact of the matter is that we learned that with few exceptions, Salary people don’t really look at their pay checks on a regular basis. They really don’t. When they do look, they are really only interested in variation in their pay. Any variation in their pay triggers research. This research constitutes comparing pay checks. There are certain events that will drive a salary employee to look at their pay and when these are expected, a salary person will actively seek these events until they occur. For example if they are looking for a bonus payment, a stock dividend. So, for salary people, we needed to build a system that will help salary people easily visualize their pay and compare different pay statements. Additionally, we need to provide a means for these users to set smart notifications so they can be alerted when a special event occurs such as a special wage type or if they hit a certain limit such as a loan payoff.
- An hourly person, on the other hand is different. Almost the opposite. An hourly person looks at their pay statement every pay period. An hourly person wants to understand every line item on their pay slip. If they do not understand each line item, then they will call their company support line (HR/PY or ADP) to better understand their pay. So what we learned from the hourly employee is that if we offer better help information and context, it will help them to better understand and analyze their pay. If we serve the employee in this regard, we will also serve the PY department. We learned that calls about explaining pay are among the top 5 call topics for our clients. So if we help the employee, we are also helping reduce or eliminate calls to our client internal service teams. In order to meet this need we needed to configure a product where clients can add help text for users in their words using their own language that can be updated at any time. After our initial workshop with Apple, I validated this research with 5 other clients representing different markets and refined the user personas. From here, we set out to build a product to help meet these needs.
- Zoom out to full GV Portal. GV portal is the place where we engage with your employees on a regular basis and it is our teams mission to make this as seamless and intuitive as can be. At any given time we are performing research and collaborating with clients around the world to enhance our current offering and create an experience that is configurable by your company to reflect your corporate brand and enable you to communicate effectively to your employees. GlobalView portal looks different for different clients. This is by design. In working with you, we know that MNC companies all consume our products differently. While we would love to image you would buy everything from one vendor, we know this is not a true reflection of reality. So we build the product to ensure robust configurability for the client admin. Not only do we have the best user experience available, but we have the best integration. This is true for user interface integration as well as the data integration.
- Show the entire screen: Following my workshop with Apple I returned with our first proto type and we have been collaborating on refining ever since.
- Zoom in to the top of the screen to see Pay by Period The first thing you see when you enter the site is your pay over time represented visually. Each line represents a pay slip. This meets the need for both hourly and salary employees to visualize their pay over time and easily identify an differences.
- Show the entire screen: Following my workshop with Apple I returned with our first proto type and we have been collaborating on refining ever since.
- As we learned through our research, users want to easily identify changes so we not only provided a means for comparison, but we also highlight for users where the pay is different.
- Every feature and function in the interactive pay application was designed around our user and helping then to understand and analyze their pay. This part of the screen may look familiar to you as it was actually developed in our lab in NYC. When I looked to meet the requirements for my clients, I think of visiting the innovation lab as shopping. I look to see what is “ready to wear” and on the shelf that I can pull off and drop in, like the screen you see here. If there is nothing ready made I can make a request for something couture. Our teams are in constantly in close collaboration as I love to shop. In this case this feature met many of our client needs so we dropped it on the page and enabled it for the 42 countries where we process GlobalView payroll. We found it really helps employees to see the detailed wage types that makeup their pay.
- We also added the ability for Admins to define hover text for any wage type they feels needs further definition or explanation. This seems like a very small feature, but it is actually these little details that will eliminate those calls to the HR call center.
- I am happy to say to you that the collaboration with Apple has been extremely rewarding on all fronts. They are receiving the user experience they are looking for that will not only surprise and delight their users, but will also cut down on calls for their service center. They are actually deploying the solution now and we are in constant contact as we are getting feedback from their users. Interactive Pay is an example of one feature on our updated GlobalView Portal. I realize that was a lot of information to offer on one singe feature, but as Product Manager I know the details matter. Pay is very personal for employees and details on how we present pay to employees matters. It is the one feature that we know touches our over 3 million MNC users.
- Switch to SFSF Portal Home Page A perfect example of this integration is how we integrate with SuccessFactors Employee Central. We call this GlobalView Central and we not only combined our names, but have integrated our products so deeply that unless told, a client may not realize they are accessing GV from within HR Central. GlobalView central enables us to offer full global HR capabilities and talent suite of applications. All applications are fully integrated and feed one another. Once an employee is hired using recruiting, their HR record can be populated. The goals module feeds the performance. The performance ratings are visible in the compensation and calibration modules. Training can be recommended and assigned from any of the modules. Together with payroll this is the fully integrated HCM experience that Stuart mentioned a moment ago.
- Access the payroll module The GlobalView Central integration demonstrates the tightest integration on the market today. Within the HR application, we can surface the actual GlobalView screens that capture the local payroll data needed to process payroll. Anyone familiar with global payroll knows that capturing the local data needed to process payroll is a challenge. Typically these details are not stored in HR systems. It is these local payroll fields (again the details) that drive many workarounds, manual data file transfers, etc. When we set out to integrate with Employee Central we ensured we had a way to capture this local data to minimize the need for manual or duplicate entry. We have invested more in this integration than any other payroll provider. Our first clients that implemented this integration have been on the system over a year now. We partnered with SwissRe as they began their journey to the cloud last year. I was able to work closely with this client from the beginning. From the sale to ensure them of our commitment to this integration, through the step-by-step integration as we partnered both with SwissRe and SAP to unsure the user interface integration and data integration were seamless. It was actually about this time last year when they cut their first pay checks using the new system. SwissRe was thrilled with the results and they tell a great story about their live date how they were stunned with the fact that it was a “non-event”. They even checked to see if they had sent the correct file as they had NO calls from employees. By now you know I am a very detailed oriented person. While I was elated with the results, I still wanted to be sure the integration delivered on all our promises. So, I took some folks from our implementation team and we met SwissRe in their Zurich offices to debrief on the integration and live date. We had many more countries to deliver so I wanted to be sure it was solid and there were no lingering workarounds that we could not automate.
- In December, it was announced at Workday Rising in Dublin that we will co-develop an enhanced integration between ADP Global Payroll and Workday HCM. In the coming months, we will be collaborating with Workday to develop a set of REST APIs to enable us to integrate with Workday’s Visual Presentation Services (VPS) technology. For those of you who don’t speak geek, it means when you click on the “Pay” option within the Workday HR application, you will be effectively entering and validating the data into ADP payroll systems. This will drastically improve the user experience in managing local payroll data for our clients. The first products to benefit from the enhanced integration will be our ADP GlobalView Payroll and combined Global Payroll solution of GlobalView and Streamline Payroll. We will be the first company to work with Workday on such an enhanced integration for Global Payroll. Since this announcement, we have had many people who ask us why we would agree to such a joint venture with a competitor. Are you crazy, they ask? For me the answer is simple. We know the MNC market and the MNC clients. We know there are many options you can choose from to provide a Global HR solution… and in the spirit of the flexibility we spoke about earlier, we want to be sure you have the best HCM experience possible, which includes those who have chosen Workday for HR. We know and have proven the benefits of a tight integration between Global HR and Global Payroll. We want to offer the best of our technology, expertise and services no matter where you come from or where you plan to go. So for us, this is an obvious investment as it will focus on the the most important focus for ADP… our end user’s experience. The question is not why we would do it, but if we are truly focused on the customer and user experience, then really the question is how could we NOT do it?
- As you have seen, we are passionate about how ADP can enable you to better engage your employees with our products and services. We are serious about changing the way our clients work, so we are constantly innovating to deliver new technology improvements for every user we interact with at your organization. A few innovation examples that speak to our desire for continuous improvement include even more commitment around integration as well as a guarantee to bring clarity and confidence of decisions through advanced analytics. We’ve already talked about our integration with partners like SAP and Workday, but our efforts don’t stop there. We have a strategic commitment to integration and are constantly assessing and creating new partnerships to deliver an improved and unified integration experience with more flexibility and options for you, our clients, to support the variety of HCM technologies you have. There are many examples of how this is happening, but one such example, currently only available in the US is a product called ADP Marketplace. The ADP Marketplace is an ecosystem of ADP and 3rd party applications that will help you manage your HCM needs from hire to retire by exposing the necessary APIs to enable you to integrate securely and efficiently within the HCM ecosystems. In addition, we are working on advanced analytics applications to provided proactive and actionable insights across your organization’s departments and geographies. With the unification of disparate technologies because of our integrations across your many systems, we not only provide reporting transparency across your entire enterprise, but we can help you become a trusted and strategic advisor, enabling rapid and deep access to your HCM data to support the evolving needs and aspirational goals your business plans to achieve. One such technology, again currently available in the US is a product called Data Cloud. Data Cloud equips HR, Business Leaders, and Managers with data-driven workforce and business insights while boasting advanced capabilities around reporting, dashboarding, benchmarking, data exchange, and predictive analytics.
- And we continue to expand our global presence and localized service. We are proud that over 630,000 businesses across the globe rely on ADP. We have 55,000 associates supporting our clients, 25% of which are service associates outside the U.S. supporting non-U.S. locations We offer solutions in 111 countries with support in over 30 languages – we operate where you operate! End-to-end Services – we can dial-up or dial-down our services and technology offerings based on where you are and where you want to go in your HCM journey After Hyderabad, Pune, Shanghai, Manilla, Prague and many other locations, we just opened a global center of excellence in Bucharest to further enhance the delivery of HCM services to our global clients ADP Research Institute has gone global – The French Employment Report launched last year and our global Evolution of Work study was completed, which will also be shared and discussed here. These expansions offer improved service and delivery scope and ability to execute; all the while, delivering on the promise to provide services in countries where our customers will hire 99% of their employees.
- And, above all, we continue to invest in our unique value proposition as a technology-enabled SERVICE provider. We are focused on growing our in-region teams and local expertise to truly understand and meet your global needs. We serve as your partner throughout the full journey, from pre-implementation to your future state. So wherever you and your teams are located, and at whichever stage you’re in on your HCM journey….ADP is committed to help you Transform the Way the World Works.