10 questions to ask a potential HR Service Delivery vendor
by Jolene Nicotina January 25 2018
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What would Albert Einstein have done if he had to decide on an HR Service Delivery platform—in an hour?
“If I had an hour to solve a problem, I would spend the first 55 minutes determining the proper question to ask, for once I know the proper question, I could solve the problem in less than five minutes.”
Ok, so Einstein wasn’t thinking about evaluating technology vendors when he said this. But, his words serve as valuable advice for your buying process: Determine the right questions to ask a potential vendor and the decision stage will be exponentially easier. To help get you started, below are 10 questions to consider asking when evaluating which HR Service Delivery platform is the right fit for your organization.
1. Will it integrate with my HRIS?
No matter which HRIS you use (or how many you use), it’s crucial that your HR Service Delivery platform integrates with it. Integration ensures your employee experience is personalized based on the employee attributes already in your HRIS. For example, when an employee transfers to another location, her data should automatically update in your HR Service Delivery platform so she only sees the information and processes relevant to her.
2. Will it sync with the rest of my HR tech tools?
Aside from your HRIS, check to see if the HR Service Delivery will sync with the rest of the programs your team uses. For example, you may want documents from your performance management system to automatically flow into an employee file.
Also, don’t forget to ask about single sign-on during this conversation. Single sign-on lets users quickly go between different systems without needing to sign in each time. This is key to a good user experience for both employees and HR, who may not always know which system to go to for what.
3. Will I be able to support employees globally?
If you have employees working in different countries, you’ll want your platform to help provide personalized and high quality support, regardless of where HR is located. Your platform should allow you to standardize processes and policies at a global level, while also accounting for localized steps when needed. This is especially helpful in managing global compliance, as there are often local regulations, exceptions and document retention schedules.
4. Does it make compliance easier?
Your HR Service Delivery platform should help make compliance a breeze. Be sure your platform will show you which documents are missing or about to expire, and then let you request those documents from employees—before an audit ever occurs. And when regulations or company policies change, HR should be able to quickly and easily update any forms, processes or workflows to comply with the changes.
5. How easy is it to use?
You’ll want your HR technology to be as intuitive as the technology your employees use in other areas of life—shopping, online banking, getting a ride. When evaluating the UX of an HR Service Delivery platform, make sure employees will be able to access HR policies and processes, and initiate an interaction with HR, all from the same place. For HR operations teams, they should be able to access all they need to answer employee requests (answer templates, employee files) in one click.
6. Does it support HR agility?
All the features of your HR Service Delivery platform should come together to help HR work faster, easier and smarter. When HR can easily create workflows, processes and forms—and then update them as needed—they can respond to employee requests or business needs much more efficiently. An agile platform should also scale to meet your needs and provide deep analytics so you can optimize HR operations and service delivery.
7. Is it cloud-based?
A cloud-based HR Service Delivery platform means you’re always using the latest and greatest version. Any upgrades are automatically delivered to your platform, so you don’t have to wait 6 months for the next release in order to implement new features. And because software in the cloud is available 24/7, you can access the platform anytime, anywhere, from any device.
8.How soon can it be implemented?
Major HRIS implementations can take years, but your HR Service Delivery platform shouldn’t. By using industry best practices, ~80% of the platform should be pre-configured beforehand. The remaining implementation time can then be spent configuring the platform to your organization’s unique needs. With a cloud-based deployment and a good amount of pre-configuration, you should be live within weeks.
Also, keep in mind that an HR Service Delivery platform should be easy for HR to administer and use. The implementation should not require heavy IT resources on your side.
9. Can I personalize information and processes?
Each employee has different policies and processes depending on his or her role, location, job level, etc. Your HR Service Delivery platform should only show employees content that’s relevant to them based on the data in your HRIS. This kind of personalization means your employee won’t ever have to search through 50 articles about vacation policies to find the one related to his or her country. Personalization improves the user experience, reduces room for error and also helps with compliance.
10. How secure is it?
Different companies face different security challenges, and your IT security team will have specific requirements for a new technology vendor. While you need a vendor that can meet your unique security requirements, any vendor with a comprehensive security approach should:
Ensure secure access to data, encrypt data and back it up
Run audits to ensure compliance with internal security policies
Partner with security consultants to identify and correct potential vulnerabilities
Jolene Nicotina is the Content Marketing Manager for North America at PeopleDoc, Inc. She works on making sure HR professionals have all the latest information they need related to HR service delivery, HR technology, and PeopleDoc, Inc. Prior to PeopleDoc, Jolene worked in marketing communications for the healthcare technology industry.