4 Signs of Excellence in an HR Shared Services Model
by Nicole Lindenbaum November 16 2017
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The benefits of a Shared Services model have already been proven in IT and Finance, and now many organizations are applying the model to HR. A Shared Services model can help HR work faster and more efficiently, and provide employees with great service. Reorganizing into a Shared Services model can be a substantial investment so it’s important to follow best practices to gain optimal results. We’ll take a look at 4 best practices that are critical for your HR Shared Services Center (HRSSC) to operate smoothly so that you can see valuable business results faster.
1) Empower Employees to Help Themselves
We all expect to be able to easily find information on our own - like how we use Google - and we expect the information we search for to be personalized and curated - like our experiences with Netflix or Spotify. Employees are no different; these expectations now exist throughout technology experiences, including the workplace. Employees also expect to be able to take action on information on their own, without having to ask for assistance. Your HR Shared Services model can deliver digital experiences and meet employee expectations by providing Tier Zero support, or self-service, through an HR Service Delivery platform.
Tier Zero support helps you manage many more requests by letting employees find answers to easy questions on their own, anytime anywhere. An HR Service Delivery platform provides a contextual knowledge portal, giving employees 24/7 access to personalized information, based on data already in the HRIS. When employee attributes change in the HRIS, their viewable information is also updated so that it stays relevant and customized. When employees find the information they need, the can also take action within the system. They can find step by step processes and forms to file, making it simple to resolve questions while giving time back to HR reps to tackle more complicated requests.
2) Give Consistent Answers Across HR
We’ve all heard stories about employees getting different answers depending on who they speak to in HR, which at best is a bad and frustrating experience for employees, and at worst puts you in risk of noncompliance. In an HRSSC, it’s critical for HR reps to give the consistent answers to your employees - of course personalized for each employee’s circumstances. An HR Service Delivery platform gives HR reps easy access to the information they need to answer employees’ questions. HR reps can use HR-focused knowledge portals to find articles that give the official, approved information to share with employees. HR Ops can also save written responses as templates so they can be reused, providing the same answers to employees with just a click of a button. And an HR Service Delivery platform will track all case history so if a case needs to be escalated, the Tier 2 reps have all the employee and case information on hand.
3) Let Employees Know Where Their Requests Stand
It can be frustrating for employees to be left wondering if their request has been processed - or even received - and how long it will take to be resolved. Employees need to know where their requests stand and the timeline for resolution. Rather than sending an email to a generic HR@company.com with the potential of never hearing back, employees should be able to transparently track their requests and know the status. An HR Service Delivery platform can help make HR processes more transparent for employees so they know what stage their request is in, how many steps are left to resolve the requests, and what tasks are still outstanding.
4) Keep Communication Open and Clear
Effective communication between HR and employees is crucial in a Shared Services model. Leading HR organizations disseminate company information and policies to employees, keeping employees in the loop on any key messages. HR reps also need to communicate with managers and other agents to easily collaborate and efficiently resolve requests. And from an employee viewpoint, communication tools need to connect them to HR in a meaningful and personalized way so they can get help when they need it. An HR Service Delivery platform supports all these interactions, making it easy for HR to communicate internally while providing an intuitive way for employees to connect with the right people to help them.
Nicole Lindenbaum is the Director of Product Marketing at PeopleDoc. She writes and speaks about HR service delivery, HR technology, digital transformation, and the future of work. With significant experience in enterprise software, Nicole has worked in both HR technology and document management software.
Nicole holds a Bachelor of Fine Arts from Syracuse University and a Master of Business Administration from Washington University in St. Louis. She lives in Brooklyn, NY.