What is HR Service Delivery? HR Service Delivery is the function that supports and provides services to employees, whether they’re a short term freelancer or the CEO. Unlike other functions, such as Compensation and Benefits or Talent Acquisition, HR Service Delivery is the one function that spans the entire employee lifecycle—from application to departure and all the moments in between.
I recently read a few intriguing articles around how merger and acquisition (M&A) success hinges on people and the importance of communicating to employees throughout the merger or acquisition process. The two articles touched on how both acquirees and acquirers often experience significant communication breakdowns to their employees prior to, during, and after the M&A. Global M&A hit a 17 year record high in the first quarter of 2018. Clearly, M&A is a critical strategy for many organizations, but for employees this can be one of the most uncertain times in their careers. That’s not to say that HR and leadership can’t deliver a great employee experience before, during and after a merger or acquisition. Take it from someone who is currently going through an acquisition.
UHY Advisors is a top professional services firm in the US that operates under a philosophy they call The Next Level of Service. This dedication to service isn’t just customer-oriented, it permeates the organization all the way through to HR, made evident by their HRIS Manager, Jeff Cunningham. “Whenever employees are interacting with HR, it’s through one of the services that we offer. We want to make sure every touchpoint between our HR team and our employees is a good one,” says Jeff.
We all know that diversity and inclusion is important. The sharing of different cultures, beliefs, values and norms has made us smarter, more innovative, empathetic and global. A lot of recent research supports the idea that greater workplace diversity leads to greater profitability, customer centricity and increased employee engagement. Additionally, more and more socially-conscious Millennials and Gen Z are entering the workforce (33% of today’s workforce and 50% of the workforce by 2020). These workers are attracted to companies with formal, distinct and active inclusion programs—making diversity and inclusion programs a top priority for CEOs.
It’s no surprise that Atos set out to digitally transform its HR operations. They’re in the business of providing digital services to companies across the globe, after all. But, Atos doesn’t believe the more technology, the better. “There’s a lot of new technologies to implement. It’s important to always keep in mind that technology and processes are only good as long as they serve the employees, serve the company and support the service quality we intend to deliver, ” says Jean-Michel Estrade, SVP HR - Global Digitalization & Services, Atos.
You did it. You made the case for HR to finally get the technology to speed up service delivery and improve employee experience. You have budget approval and you’re ready to present your short list. During your committee meeting, your CIO suggests, “Why don’t we just use the same software we use for the IT help desk? It can be configured for HR case management. And we rather not add another vendor.” Admittedly, you hadn’t considered that option. You stop and think, “Well, it is a good point. Why can’t we just use IT’s platform instead of an HR Service Delivery platform?”
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.”