Published 23. Mar. 2017
HR-to-Go: The Future of HR Service Delivery
PeopleDoc's Wieland Volkert sees HR Services as something that employees can, someday, just order out.
“Digitalization has given HR service delivery companies like ours global customers like Nestlé, Total, and Starbucks,” shares Wieland Volkert, PeopleDoc Germany’s Country Manager.
And when global customers look for mobile, social, and flexible solution, they’re expecting:
- A safe and unlimited but controlled access to an HR management system – from any device any time.
- A system that doesn’t affect their IT environment, with more capacities or hardware.
- A system that can be integrated with others (e.g. HR document, HR case management, and process automation).
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Globalization and digitalization have also changed the workforce, “Our HR customers are asking for more flexible work arrangements, reduced service complexity, positive UX, quick ROI, and the ability to work more rapidly, effectively, and efficiently.”
With increasing complexity, multilingual requirements, compliance issues, and differences in labor regulations from country to country, HRs are left with no choice but to transform. In this period of change, “Strategies need to be flexible and workflows and processes defined, digitized, and automated.”
Digital transformation is hard work and many companies fail at it, because of fear, “Companies shouldn’t be afraid to implement cloud-based software solutions especially in the mobile age — where access to information anytime, anywhere, and with any device should be a given. The definition and provision of end-to-end process, application of machine-learning techniques to develop personalized services, addition of social and collaborative feedback channels, clear governance model for content, and compliant process and technology are also a must.”
“HR needs to be forward-thinking to meet the expectations of the modern workforce,” and by forward-thinking, Volkert means having an understanding of modern portal and content architecture.
He adds that HRs also need to regard their employees as customers, “It’s important to measure process effectiveness, work with stakeholders to gather feedback, prioritize requirements, and stay on top of technology enhancements. This is where the Chief Digital Officer becomes a business architect.”
Digital transformation might be hard, but once full digitalization is achieved, it yields the benefits/opportunities:
- Dramatic reduction of paper documents.
- Availability of information.
- Improved operational efficiency.
- Increased levels of employee satisfaction (consumer grading user experience as easy and fun to use).
- Employee autonomy in resolving basic inquiries (with help from knowledge database).
- Increased opportunity for HR to do strategic work.
- Reduction of service cost by up to 30% / FTE reduction.
- Mobility and flexibility (access the system from any device, anytime anywhere).
- Employee-focused HR (individual services to employees and managers).
- Strong employer branding (winning the war for talent).
As for a digital HR’s customer experience potential, “Employees will be able to order HR Services as easily as they do on Amazon. It’ll be easy-to-use, self-explanatory, and intuitive.”
- The Role of HR in defining the strategies of digital transformation.
- Change in demographics and its impact on HR.
- Top candidate recruitment with HR-analytics.
- Change Management 4.0