25-08-2022
Digital transformations: there’s almost no getting around it anymore. Over the past years, top 500 companies have been going through digital transformations of all sorts, striving for agility, efficiency, and innovation. In HR, digital transformation adds value through improving user and candidate experience, standardization and the development of data analytics capabilities. What we often see, however, is that companies end up using different technological solutions and do not take the final step of fully integrating them. This means companies miss out on substantial User Experience and efficiency improvements.
Integration is key
Companies usually have three technological go-to categories: HCM/SaaS solutions, HR Service Delivery Solutions and/or software focusing on topics like video interviewing, social learning and pulse surveys.
Most companies tend to use an HCM/SaaS and Service Delivery Solution side by side, for example Workday and ServiceNow. If not fully integrated, line managers and employees are forced to execute HR processes switching from one tool to another. In practice, this often means they have trouble starting the more complex or infrequently used processes – the transactional system is just not intuitive enough. In order to provide the best user experience and ensure an intuitive and seamless end-to-end process, the HCM/SaaS and Service Delivery Solutions need to be fully integrated and aligned.
Improved User Experience
Let’s take a closer look at a process supported by an integrated systems approach. The Service Delivery Solution will be the one stop shop, providing guidance through the people portal and knowledge base. It will orchestrate the end-to-end workflow including actions and approvals by several parties in the HCM/SaaS solution.
An example: requesting to work part-time
Imagine an employee requesting to work part-time. When the manager and the employee have agreed on the terms, the manager wants to know how to start the appropriate processes and visits the people portal. Via a google-like search, he finds the knowledge article informing him about the policy as well as a link to the relevant Service Catalog item. This Service Catalog item will link directly to the associated workflow in the HCM/SaaS solution. After approval of the workflow (eg. By next level manager and/or HR) a ticket is created automatically in the Service Delivery Solution and routed to the right HR team. Via the people portal both the manager and the employee are updated on the progress of their request and will receive a confirmation when it is completed.
Even though several departments were involved, and the process flows through different systems, for the manager it is a seamless process, providing an optimal user experience.
An example: requesting a sabbatical
Below you’ll see the ease and benefits of an integrated approach illustrated in another example, using Workday and ServiceNow.
Better together
The examples show that a well-integrated system results in end-to-end processes which are easy to follow, without having to switch between different systems or going back and forth between departments. This will improve user experience, optimize turnaround time and minimize errors. It allows for a better self-service system for managers and employees, supporting them in arranging all kinds of HR related matters without requiring their in-depth and up to date knowledge of the processes and approvals behind their request.
Managers as well as HR departments will in turn save time and frustration when they are no longer required to handle standard scheduling issues, time-off requests and open enrollment questions. Entry errors and missing information may be avoided by allowing employees to enter their own information, guided by a standardized form. The move towards self-service allowed by fully integrated systems will eventually allow HR to add more strategic value, shifting their focus away from daily standardized operational activities. Evidently, at Quintop HR consultants we firmly believe it really is better together in HR digital transformation.
From approach to implementation, Quintop fulfills different digital HR transformation roles. We are system and supplier independent. With a tailored approach we oversee the overall (global) transformation from a client’s perspective. Leading digital HR implementations, we are a trusted advisor and provide support in all aspects of the digital HR, keeping the end user in mind. In line with the HR Strategy, we define a tailormade transformation approach and roadmap for a successful roll out.
Terminology
- HCM: Human capital management (HCM) software is an integrated suite of technologies that can help businesses manage their employees, from hire to retire.
- SaaS: Software as a service (or SaaS) is a way of delivering applications over the Internet—as a service. This can be (also) be used to support key HR functions. Instead of installing and maintaining software, you simply access it via the Internet, freeing yourself from complex software and hardware management.
- Service Delivery Solution / system: the way users are provided access to (in this case) HR services, for example via a ticketing system. The platform/system could also cover employee/manager self service portals; HR digital document management etc.
- Service Catalog: a comprehensive list of services that an organization offers to its employees or customers.
