With the advent of digital transformation, the human resource (HR) department has played a critical role in enhancing employee experience. Whether related to employee benefits, performance reviews, medical reimbursements, internal job postings, or for mere company policies — employees directly reach out to HR teams for help. Therefore, HR teams need a robust service delivery system that automates quick and relevant solutions to support their employees whenever needed.
What is HR service delivery (HRSD)? HRSD is a process that provides support and services for all kinds of employee-related issues, right from the day one joins an organization to the day one leaves.
Here are five best practices for organizations to improve their HRSD:
Use of right technology
From a plethora of HRSD tools available, organizations need to choose the one that best supports their goals, vision and mission. Further, such technology should be easily accessible and customizable as per an organization’s needs. With the right tools, HR teams can design and manage workflows, quickly resolve cases and build a knowledge base for employees.
Enable employee self-service
HR teams receive tons of queries daily, most of which tend to be repetitive. A good HRSD model should be able to host a database of an organization’s important information including onboarding and offboarding policies, employee engagement modules, FAQs, case management, and employee benefits. Such databases will increase self-service among employees and deliver quick resolutions for their routine questions. In addition, this practice will let HR teams focus on more complex tasks such as making use of analytics to see what is working and what is not. This will help build an overall seamless employee experience.
Aligning HRSD with overall HR strategy
It is important for organizations to align their HRSD tool with their existing HR strategy. This can be done while choosing the right tool which will help strengthen and improve the overall HR strategy. Clearly defining how the services will be delivered and what processes, tools and technology will be used, is crucial for an effective service delivery system. The following questions need to be addressed to achieve this:
What – What type of HR services are being offered and what steps need to be taken?
Who – Who will deliver the said services required for the organization?
How – How will the services be delivered? What tools and processes will need to be put in place?
Have a scalable model
Besides choosing the right technology, it is imperative that organizations opt for a scalable model which adapts to its changing needs from time to time. In a dynamic and ever-changing business environment, the HRSD model must remain reliable and consistent even as business needs change. Choosing a scalable delivery tool will help HR teams be cost efficient, and effectively meet the business requirements during inevitable or unexpected occurrences as well.
Don’t lose personal touch
Despite the accessibility that comes with HRSD tools, it is crucial to maintain a personal connection. Employees may prefer finding the answers to their problems at their fingertips but sometimes they will need to interact with an actual human being. Employees should be given the opportunity to easily connect with their respective HR teams to resolve additional issues and queries.
In conclusion, a suitable HRSD system can have a meaningful impact on employee experiences and overall workplace environment. It can track and analyze data on employee issues. This data can further be used by HR teams to make informed decisions on improving internal processes and procedures related to employee service management. Furthermore, it is essential to revisit the HRSD model after a fixed period and ensure it remains updated and customized as per the changing needs of employees.
— Adit Jain, CEO and Co-Founder, Leena AI.
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