HR Service Delivery

Gartner’s Analysis of Modernizing HR Service Delivery for the Digital Workforce

As our global workforce continuously moves towards more flexible work arrangements, HR Departments grapple with the challenge of addressing inevitable service complexities. Many companies today are re-evaluating the ways in which they organize HR. With HR Service Delivery, firms can streamline communication, improve operational efficiency, and reduce service delivery costs.

While these changes may seem overwhelming, the return is unparalleled. ServiceNow’s HR Service Delivery software helps firms navigate:

  • Unstructured manual work
  • Lack of visibility and accountability
  • High employee expectations
  • Employee onboarding

Here are a couple recommendations from ServiceNow Executives for HR and IT professionals:

  • Adopt or enhance a specialized HR knowledge-base/portal approach with a robust search that provides personalized results and processes, mobile access, and robust analytics.
  • Adopt or enhance an integrated case management tool that provides multichannel synchronous and asynchronous communication options, mobile ticketing, and robust analytics.

As you work with the ServiceNow technology, it’s our belief that expertise matters; As Acorio continues to guide hundreds of clients on their ServiceNow journeys, we have established ServiceNow practice leads in key areas such as HR Service Delivery, Customer Service Management, IT Service Management, IT Operations Management, and User Experience.

For HR Service Delivery, our Practice Lead, Stacey Prezel, has 10+ years experience helping organizations transform their IT and Enterprise processes and uses her expertise to help customers ensure successful adoption.

To upgrade and enhance your HR Service Delivery process, it’s critical to institute explicit rules and processes. This excerpt below from Gartner’s report outlines clear guidelines to keep in mind when revamping your HR model.

Establish a Clear Governance Model for Content, Process, and Technology

Providing a modern and efficient service experience for the workforce is not simple for HR — it requires organization and discipline. Decentralized HR departments, in particular, may find that developing structures and standards requires evangelism of the potential benefits to be gained. An effective governance model addresses content management, process, and technology.

Content Governance

Governance of service delivery should include process owners supported by SMEs: Process owners are typically assigned by domain and/or region. They are responsible for ensuring that their content coverage is complete, accurate, current and properly tagged for optimal search and personalization results. Often, content owners are program leaders for their discipline. For example, payroll managers are likely content owners, as they are domain experts with a vested interest in the content’s success. They are typically supported by additional SMEs within their department.

Include service representation in HR decisions: CSRs are often the last to know that a policy has changed or that a deadline has moved. This oversight can result in workers and managers receiving misinformation. The service center needs review time and education if CSRs are to effectively support new or changing programs and content.

H3 Process and Technology Governance

Start with a subset: When initially implementing an integrated service delivery model, organizations tend to start with a subset of employee population and/or domains. They choose a well-documented process with a strong potential for ROI. Payroll and benefits are frequent early candidates.

  • Add domains incrementally. After attaining a level of success with their initial roll-out, organizations seek to maximize their investment and standardize employee experience by expanding coverage into talent management and manager support processes. Some leading organizations will also include non-HR domains, such as expense reporting or procurement, to give workers a more seamless experience across the enterprise.
  • Add processes. Each new domain may include SSO into related transactional systems, along with its supporting content. To implement advanced processes such as life events, the prerequisite building blocks of content and SSO must be in place.
  • Extend access to nonemployees. Some advanced enterprises have extended limited access to family members, retirees or contingent workers for the content and services that they need, including benefits information or policies that apply to the contingent workforce.
  • Include cross-functional stakeholders. HR departments should include stakeholders from outside of HR in their planning, implementation, and ongoing operations. Representation from departments such as corporate communications, the business itself and IT should be included to ensure that solutions are consistent and compliant with corporate communications and technology standards and that the experience will satisfy the workforce. Representation from any system integrators being used on the project should also be included. Global representation should be included from the start.
  • Keep resources and governance in place to sustain and adapt the solution. As the service delivery platform evolves, so will the skills of the project team. Working within a modern service delivery platform requires an understanding of modern portal and content architecture. These skills will be required to continually measure process effectiveness, work with stakeholders to gather feedback and prioritize requirements, and stay on top of technology enhancements. The project team resources will be needed on an ongoing basis.
  • Establish a steering committee. A steering committee should meet regularly to review enhancement plans, prioritize issues and reallocate resources, as necessary. The steering committee is likely led by very senior members of HR and IT leadership, the leader of the HR service center and, potentially, leaders of other enterprise service centers.

By modernizing the HR service delivery platform and processes, HR organizations are investing in where employees go for the vast majority of their HR interactions. Therefore, considering these advancements will contribute toward the perception of HR as a forward-thinking organization that can meet the expectations of the modern workforce.

There’s More.

The rest of the report can be found here, but if you’d like to learn more about how ServiceNow can improve your HR processes, download our HRSD Overview or sit back and watch our on-demand our webinar from March which covers the Anatomy of a 5 Star Employee Experience.

ServiceNow HRSD Webinar