What To Look For In An HR Service Delivery Platform
by Nicole Lindenbaum September 27 2017
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You may already know that an HR Service Delivery platform provides employees and HR with consumer-like technology that makes it easier to complete HR processes, deliver HR services to employees, and get work done. But what are the key capabilities to look for when choosing a platform to invest in? Let’s take a look at the 5 must-haves for reinventing HR Operations and creating business value.
Key Capability #1: A Personalized Self-Service Experience
Your employees want to be able to find information about HR policies and processes, personalized for them based on who they are in your organization. They should be able to access this content on their own from any mobile device, anytime, anywhere - and then be able to take action once they have the information they need, such as filling out a form or submitting a request. Self-service saves both your HR team and your employees a lot of time while ensuring that the information your employees receive is consistent and accurate.
Solution: Knowledge Portal
A Knowledge Portal uses the employee data in your HRIS to surface HR content relevant to the specific employee’s circumstances. Your employees are also able to submit requests to HR directly through the Portal when they are ready to take an action, or they can submit a question if they can’t find answers on their own. A Knowledge Portal acts as a central place for your employees to learn, take action, and contact your HR team from any device, 24/7.
Key Capability #2: Effective Management of Employee Requests
To manage requests, your HR team must be able to act quickly and stay on top of the individual inquiries they receive. They should be able to track and manage requests, collaborate with other HR professionals, and quickly access all relevant documents and employee files.
Solution: Case Management
Once a request is submitted through the Knowledge Portal, pre-defined workflows in Case Managementautomatically route the request to the right HR rep or team. That rep can use templated responses to provide quick, consistent answers and easily track any changes made to the request. Case Management also makes it easy for your HR team to access employee documents to help resolve a request, as well as collaborate on or escalate a case when necessary.
Key Capability #3: Eliminate Manual Tasks in Your HR Processes
With so much on your plate, you can’t afford for manual processes to slow you down. Automating redundant, time-consuming tasks can save your team significant amounts of valuable time. And your team should be able to build or update automated steps in processes without having to code or tap IT resources, to reduce the amount of time and resources required.
Solution: Process Automation
Process Automation allows HR to create and automate personalized processes. It allows your team to standardize processes globally while accounting for employee attributes and local regulations to ensure compliance. Without needing to code, HR can build templated forms; create, manage, and track tasks for employees, managers, or admins; and initiate processes based on requests from the Knowledge Portal.
Key Capability #4: Active Management of HR Documents
Beyond simple storage, HR documents need to be managed throughout their lifecycle. Your HR team should be able to easily and efficiently create, search for, access, put on legal hold, and delete documents. This kind of active management is crucial for staying in compliance -- your HR team has to be able to see if documents are missing or about to expire so they can correct the issue before an audit happens. And forget about hard-copies -- HR needs their files to be digital so they can be easily searched, stored, and viewed from anywhere.
Solution: Employee File Management
Employee File Management allows HR to proactively take action to stay in compliance. HR can create, store, search for, access, and delete digital files from a centralized place, and even securely share documents with third parties. To stay in compliance, HR can set retention schedules for documents or see what documents are missing or expiring, and then easily request any needed documents from employees. Employees can also quickly sign and return required documents with eSignature capabilities without having to print and mail or scan.
Key Capability #5: Insights That Can Help You Continuously Improve
To make sure you’re getting the most out of your HR Service Delivery Platform, it’s important to be able to monitor successes and challenges so you can make continuous improvements. Gathering information about your HR operations can help you spot bottlenecks, track performances, and see where changes need to be made. Without the ability to proactively make improvements, you may miss the chance to maximize the benefits of your HR technology.
Solution: Advanced Analytics
Advanced Analytics give you comprehensive information about cases, processes, employee files, and content in your Knowledge Portal. Dashboards allow you to monitor KPIs and get performance insights, as well as information about what content is searched for the most, the most frequently asked questions, average response time, and more. This data helps you make informed decisions about where to make changes and improvements so that HR can deliver the best possible services to employees.
These solutions are crucial in their own rights, but they don’t work in a silo. An integrated platform means the solutions work together seamlessly and your HR teams have everything they need at their fingertips. To find out more about how these solutions work, along with lots of other useful tips about HR Service Delivery platforms, check out our Buyer’s Guide!
Nicole Lindenbaum is the Director of Product Marketing at PeopleDoc by Ultimate Software. Nicole leads the global messaging strategy for PeopleDoc by translating technology into business benefits HR can actually understand. With significant experience in HR technology, Nicole writes and speaks about HR service delivery, employee experience, digital transformation, and the future of work. Nicole holds a BFA from Syracuse University and an MBA from Washington University in St. Louis. She lives in Brooklyn, NY.