HR Service Delivery
Everyone is talking about improving HR service delivery. But what does that mean and how do we do it?
This is no doubt the topic of a dozen blog entries, but let’s think about this from the standpoint of employee self-service. By now, most employers have implemented some form of ESS. HRIS platforms and HR portals have tools that allow employees to process various HR transactions on-line efficiently and effectively.
But are you getting the most out of your self-service tools? Two points to consider:
1. We use a best practice benchmark of 90%. That means that an employee should be able to handle their HR transaction without interacting with the HR Service Center 90% of the time. Of course this starts with the right self-service tools and a workforce that is ready for self-service.
2. Your are not maximizing your investment in self-service tools if you are not pairing it with a knowledgebase. A knowledgebase is like a rocket booster for your self-service platform. Sure the ability to process a transaction is great, but add a KB and you also give the employees the tools they need to know when, why, and how to process that transaction without reaching out to HR.
Looking to improve HR service delivery? Have a solid self-service platform? Think about a knowledgebase.
I agree that HR Service Delivery must be efficient, and self-service technology is an excellent vehicle to accomplish it. However, I believe we must also measure the Effectiveness of HR Service Delivery. The ability to measure HR effectiveness should start with an understanding of stakeholder requirements. I’d be interested to hear how HR leaders are gathering requirements AND measuring HR Effectiveness.