Human Resources (HR) service delivery is no longer as simple as welcoming employees into HR offices to ask questions, communicate concerns, or pick up and fill out paperwork. Today’s HR service delivery paradigm, fueled by mobile apps and cloud computing, is rapidly evolving to meet changing workforce demographics.
Many modern HR service delivery models include a tiered architecture, which helps firms prioritize HR resources by giving employees dynamic HR knowledge. However, not all organizations know how or where to begin this transformation, and creating an HR Service Delivery Improvement Plan might be a great place to start.
What is HR Service Delivery?
HR departments provide a wide range of information and company-wide services, such as payroll processing, onboarding, and employee benefits. HR service delivery is the process by which HR provides these services. It is an opportunity to incorporate HR strategies into every stage of the workforce life cycle.
HR Service Delivery Improvement Plan: Best Practices
HR services shape employee perceptions of their employer’s brand, and companies want team members to have a favorable view of their employer. Team members should feel assured that HR will address their needs and concerns.
The following six recommended practices can assist organizations in providing high-quality HR service delivery:
1. Identify and Implement the Necessary Technology
Today’s HR service delivery is technology-driven and more efficient with the correct solutions to improve the digital employee experience and boost productivity. It should include a tailored and user-friendly platform to manage workflow and promptly handle cases.
Efficiency is critical, and employee portals should direct workers to the information they need without requiring them to sift through piles of irrelevant data.
2. Provide A Knowledge Base for Self-Service Solutions
Employees tend to prioritize convenience and expedience. When they have a work-related question, they typically prefer entering their query into a search box and receiving an immediate answer instead of waiting for an HR response.
Business hours are finite, and workers should not spend chunks of it on hold with HR representatives and unable to finish projects when an internal knowledge base allows them to find answers to standard questions on their own rapidly .
3. Personalize the Employee Experience
When they log into a self-service knowledge base, employees should receive specific information, including data relevant to their job function, employment type, and location. Instead of generic, company-wide information, providing employee-specific details boosts efficiency by saving team members time to navigate through unnecessary channels before reaching what’s relevant to them.
4. Make Complex Solutions Transparent
While self-service solutions are valuable, employees must still contact HR representatives for specialized support on more complex issues. In these cases that require added time and research, transparency is essential. Employees should have a clear picture of their situation, knowing what to expect next in the resolution process. They should also be able to trace the status of their HR requests.
5. Equip HR With Case Management Software
Having to search various systems for information or waiting for outdated tools to load can negatively impact HR service quality. HR spends unnecessary time searching for data or managing clumsy processes instead of focusing on employee needs and concerns.
Instead, service delivery technologies should provide HR with the resources necessary to settle issues promptly. Case management software, for example, allows HR to track request turnaround times, route requests to the appropriate person automatically, and expedite case-closing processes. A consolidated repository for employee files also makes it simple for HR to get the information they need to respond to requests swiftly and accurately.
6. Provide HR Services to Remote Employees
HR departments must adapt to service employees in locations and timeframes outside a typical office setting in today’s digital working environment. As a result, HR Service Delivery calls for a consistent employee experience across all employee types, making it critical that employees can connect with HR and locate information on their mobile devices at any time.
Create Your HR Service Delivery Improvement Plan with Cask and ServiceNow
Top-notch HR service delivery technology is a must as the pressure mounts to deliver cost-effective, strategic, and comprehensive employee services.
As HR focuses more on the employee experience to improve worker engagement, fostering a positive employee-HR relationship becomes increasingly essential. Effective HR service requires the removal of inefficiencies and prohibitive technology-related barriers to getting employees what they need to be happy, engaged, and more productive.
Request a quote today and learn how Cask and ServiceNow can help you modernize your HR Service Delivery to engage with workers efficiently, boost satisfaction, and encourage productivity.