HRO Today May 2018 - 55

HR Tech
SIMPLIFYING
SELF-SERVICE
Five tools that empower employees
with a consumer-like experience.
By Deepak Bharadwaj
If Siri and Alexa can order pizza and turn off kitchen lights, then
why does it take three emails and a phone call to get something
done at work? The stark difference between how personal and
professional lives are conducted is becoming more evident by
the day. While HR leaders work to give their departments the
tools and training to provide high quality service in today's
modern workplace, the road to change is a long, uphill battle.
In an attempt to keep up with the rapid change of pace in
technology, organizations have added on services-often one at
a time-to handle and meet current needs. But add them all up
and organizations can end up with a complex web of HR systems
and processes. From onboarding to payroll, managing benefi ts,
and facilities, HR professionals understand all too well the
complexities of providing high-quality service for employees.
But executing this with multiple systems adds a whole new
level of diffi culty that has HR teams and employees saying, " No
more. "
In order for HR teams to succeed in the modern workplace,
there are fi ve key tools to consider:
1. An enterprise platform. Organizations can minimize manual
tasks by implementing a single platform that orchestrates the
delivery of employee services through structured work fl ows.
A system that tracks and responds to employee requests in real
time, monitors cases, automates manual processes, and can
manage cross-departmental activities will give HR the ability
to deliver a consistently great employee experience. Because
an enterprise platform can automate workfl ows and routine
inquiries, the administrative burden on HR is signifi cantly
reduced. By automating case management, employee requests
are routed to the right individuals, in the right departments,
which saves time on both sides.
2. Self-service HR. By giving employees personal access to
everyday HR services, they will feel empowered to fi nd the
answers they need in an easy-to-use format-all while getting
real-time support. It also means that HR practitioners will
not have to spend a signifi cant amount of time answering
transactional or repetitive questions.
3. HR knowledge base. An HR knowledge base that contains
relevant information, FAQs, and policy guidelines that can be
accessed by employees directly can save organizations both time
and money. By bringing everything together under one roof,
HR organizations can simplify the process for employees to fi nd
answers to questions. This approach also gives employees the
ability to submit and track the status of inquiries, resulting in
more positive experiences.
4. HR service delivery model. To meet the needs of today's
employees, HR is increasingly moving to a service delivery model
where HR services and information are delivered to employees
through multiple channels in a consumer-friendly way. Using
artifi cial intelligence, chatbots, or text messages to access and
deliver HR services, companies can provide an experience to
employees that is streamlined and user-friendly. By making
employees' interactions with HR similar to the way they leverage
consumer technologies, organizations are giving employees
what they need to work productively.
5. HR case management. When employees are facing unexpected
emergencies or personal life events, business leaders can
ensure they have easy access to HR through a well thought-out
and organized case management foundation. Effective case
management will make employees feel supported by providing
personal interaction with HR. It is these moments that matter
the most in the eyes of employees, and how HR handles them
will have a great impact on the employee experience in the
workplace.
To keep up with the demands of today's employees, HR teams
need to continue investing in new technologies to ensure that
they are taking advantage of the latest tools to maximize the
strategic value that HR can bring.
Deepak Bharadwaj is general manager of the HR business unit at
ServiceNow.
MAY 2018 | www.hrotoday.com
[55]
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HRO Today May 2018

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