Organizations must continue to retain and hire the best talent, regardless of the unemployment rate. This means that employees have access to the information they require at their fingertips. Author Josh Bersin discusses technology in his article “The Employee experience platform: A new category arrives“.

As I was reading Neocase’sNeocase’s “The Ultimate Guide to HR Service Delivery“, I was reminded of the Bersin article. If you have time, I recommend the guide. It reinforces the idea that organizations can use technology to deliver exceptional employee experiences.

We also must recognize that organizations are constantly trying to provide great employee experiences efficiently and effectively. Effectively and efficiently are more than just business buzzwords. Effectively means that an organization is meeting or exceeding its goals. Effectively means that the organization is meeting (or exceeding!) its goals efficiently and in the most cost-effective manner possible.

This is why I’d like to spend some time today discussing HR Service Delivery (HRSD). HR Service Delivery is a way for organizations to operate more efficiently and effectively. HR Service Delivery (HSD) uses various tools and processes that support employees and provide better experiences. Some of the tools in HR Service Delivery include:

Business Process Automation sounds exactly like it does. Technology can be used to automate manual processes within organizations. BPA is a great tool for managing new hire paperwork. To store these forms, the organization can also use digital document management.

Employee Self Service allows employees many functions, including reviewing and updating personal information.

Case Management lets employees ask questions and receive answers. We expect our problems to be solved quickly and efficiently in our personal lives. An employee may request employment verification to sign a lease agreement. The case management tool prioritizes so that time-sensitive inquiries get answered first.

The knowledge base acts as a FAQ for employees. This online community allows employees to ask common questions such as “How can I request time off?” and “When is open enrollment for benefits?” Employees expect to quickly receive answers and have them available on their mobile devices.

HR Service Delivery is focused on providing a great employee experience in a cost-effective manner, which helps the organization become more efficient.

HR Service Delivery: 4 Benefits

Let’s now talk about HR Service Delivery.

Employees get an experience similar to what they had in their personal lives. Intentionally, I list employees first. Although HR and the company benefit from HR Service Delivery, the main reason is employees’ experience improvement. This is possible because of the technology available today. Have you moved? You can update it online. It’sIt’s quick and easy, and I know it will be done correctly. Got a question? You can find the answer in a FAQ. If I don’tdon’t find the answer, I can look it up on a FAQ. I can also contact HR via a form. I am sure they will get back to you.

Human resources are the second benefit. HR departments can use HRSD to answer frequently asked questions through a knowledge base environment. This allows HR departments to concentrate on employees with unique questions and needs. HR can also prioritize individual requests through the case management system, which allows them to make better use of their time. A dashboard allows HR to view all the requests they have received. This dashboard could provide additional insight, such as a new FAQ or guide to improve the employee’semployee’s experience.

Third benefit: The manager Managers often take on the role of helping employees when they need to go to HR. Sometimes, the employee may ask their manager a question, and they don’tdon’t know the answer. They might not want to admit they don’tdon’t know the answer. An employee may become distracted by the need to visit HR. They will have to ask their manager’s permission. The manager might not be able to permit the employee to visit HR. Managers want employees to be able to seek their answers and interact with HR directly. Managers can focus on their work while the department runs smoothly.

This is the last benefit of the company. The goal is to provide great employee experiences professionally and efficiently. Everyone wins when employees get answers. Employees are happier because they focus on their work, not paperwork. Managers are happy because their employees get things done. HR is also happy because they spend their time on the right things.

By Vicki

‘HR Shopper’ has a 10 years of experience in management and HR in top 2 global MNC’s. Understanding the employee needs as well as organization productivity she adopts the techniques that create perfect balance satisfying the needs of both.

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