At our busy HR practice, we receive three types of everyday requests from our clients. Do you recognize yourself in one of these categories?
- Rip-and-replace—I have a HR system but I want a new next-generation one. Which one fits me best?
- Fix-it/Fine-tune-it—I have a new HR system, but it doesn’t live up to its promise. The business case and self-service adoption did not stack up.
- Streamline-it/optimize-it—I need a more efficient administration operation so I can focus on the talent agenda.
Market-leading HR systems are blazing a trail in their evolution to the cloud/SaaS environment, with most of them deploying top-of-the-range user interfaces. Next-generation HR systems are accessible through multiple devices, giving unprecedented mobile access to HR processes and data. Taking advantage of this trend, many HR departments and organizations have decided to upgrade to a human capital management (HCM) platform and are basing their business case and HR design approach on the highest possible levels of self-service.
Pushing HR to the front line
The movement to maximize self-service pushes HR tasks to the business front line. No longer is HR something the HR organization does; instead, line managers are now expected to undertake HR transactions and deliver smooth HR services to their employees. Some of them may be more equipped to meet this need than others. Some may have the capacity to accommodate HR activities alongside their other responsibilities—but many won’t.
So the romance of self-service adoption is soon gone and we find:
- Self-service uptake declines—managers and employees alike begin to complain that systems are not intuitive enough, especially when it comes to the complex area of local processes based on local employee legislation.
- Transactions are stuck in the system—on average more than 25% of transactions are caught in bottlenecks in new HCM systems. One of our clients even accrued money on its books to compensate for any unrecognized amounts stuck in queues.
- Savings based on self-service soon evaporate—HCM implementation business cases with a high leverage of self-service uptake reducing the number of HR staff start to fail. This typically remains an unrealized benefit deteriorating the HR transformation benefits case.
Users first—placing employees at the heart of your HR
The more we heard the same discussions every day, the more we realized that even now many of the HR systems and processes were designed with a HR-out view rather than a customer-centric view.
Driving adoption of next-generation tools and equipping the front line to transact HR needed a different approach to HR. Capgemini’s proposal is to place the employee at the heart of the service design, with a Digital Employee Helpdesk at the center of user adoption assisting line managers and employees to fit into that new world of HR self service.
Capgemini’s Digital Employee Helpdesk provides:
- A consumer grade employee experience—using B2C omnichannel technology, we deploy user experience design thinking to curate the helpdesk experience to deliver intuitive navigation to policies and forms and easy access to assistance.
- Customer segmentation principles—applied to employee roles to provide a tailor-made HR service. We believe that “one size does not fit all,” and that employee roles define their interaction needs.
- Right-touch query handling—because not all queries are the same. Omnichannel does not mean all queries go through all channels. We use B2C technology such as Prosodie-Capgemini’s Odigo customer-interaction platform to help grade queries and place them in suitable resolution channels. “How do I” queries can typically be resolved through chatbots, while resolving more technical navigation passes straight through to an team member.
- Service analytics—used as a change management tool to keep a pulse on the HR service. Repeat queries, campaign management, and response satisfaction scores all help us to predict user challenges and modify the services. We achieve 95% first contact resolution (FCR) and significantly improve net promoter score (NPS).
Regardless of whether you are looking to rip and replace, fix, or optimize your current HR system, in order to emulate the “Capgemini Effect,” which focuses on the human benefit of any business endeavor, you have to ensure that your employees are at the heart of HR. In other words, don’t ever forget what the “H” in HR stands for.