StateOfWork

"Administrivia" to HR folks.

I have experienced first hand being mired in too much admin work. Our HR team at TeleTech was spending over 70% of their time answering the same questions and doing the same administrative work over and over again.

A view on this from Wired Innovation Insights - how IT can make its HR colleagues smile more http://insights.wire... #HRtech

Raise your hand if your HR department isn't.

We were using email and spreadsheets and multiple SharePoint sites to organize information and respond to employee queries. But there was no structure and no insight into how much work was coming in and how much work we were getting done.

So much of what HR does is predictable and repeatable, but unstructured - HR needs workflow, automation as a foundation to clear process

@stroud_jen what sorts of tasks were the ones that were the most repeated?

- By providing integrated systems of engagement. People are already using #ServiceNow for 'IT', why not for HR too, since half the time user is dealing with a 'technology' anyway, no matter who's governing

HR leaders! Leave tactical work to other staff. Think strategically. Be business savvy, Understand financials. Use IT to streamline tasks

@cahaikes Asking the same questions over and over again

@stroud_jen How many Post-Its did you have on your screen?

@cahaikes Processes like tuition reimbursement, employment verification, simple employee changes...all examples of repeatable work that kept us busy but not strategic

@stroud_jen How many Post-Its did you have on your screen?

I’ve spent most of the past 6 months speaking with HR leaders in organizations of all sizes and across multiple industries and can confirm, this is similar to what many companies are experiencing today.

HR just needs a system of engagement / workflow / KB. This doesn't require IT.

My two best on-boarding experiences, @Workday and @ServiceNow

@rfedoruk You got it Robert. A one stop shop for ALL HR NEEDS.

@rfedoruk Many HR organizations don't know how or where to start- IT can provide guidance and best practices.

In my experience the "too much" work is on customer side, since they have to make requests to two separate departments. New position? Talk to HR for their systems data update. Talk to IT for their systems data update. CUSTOMER gets screwed.

We need to take the complexity and guesswork out of the equation for employees. Give them a single system they can engage with to get their needs met.

@kristinemi Most old HR orgs, maybe. Millennial HR has been doing IT since they were in Jr. High school.\

RIght on Robert

@stroud_jen Exactly. One consumable workflow that engages all LOBs. IT, HR, Whomever.

@rfedoruk No, Robert, say it ain't so!

@jason_wojahn How can IT add a process to help?

Employees have choices these days so if it is difficult to be an employee at a company...they will move on.

If you look at Onboarding, it is a unique challenge because the process touches so many different parts of the organization including asset and facilities management. This can be a great opportunity for IT to be involved.

@stroud_jen A one stop shop for all Enterprise needs is what I hope for. We keep segmenting our business disciplines to detriment of customer.

Chaos??

Hang on, let me check my email!

Lack of consistency, control, predictability, transparency and quality

*one week later* "I never got that email"

The usual way today. I think people feel more secure and certainly comfortable with email.

Use @ to reply

Prioritization is difficult - you address the most recent, but maybe not the most urgent.

Fave is group e-mail, when one person is always one version behind.

can be destructive if personal in nature and sent to the wrong email address

There's comfort in our cozy inbox but it sets off a chain of inefficiency for the organization-- and delays the answer.

Missed opportunities to analyze all the interactions of the engagements with HR.

I'm finding that users don't care. They send an email their expectation is the same as submitting it via Self Service. Plus they don't haveto fill out the stupidly long forms we put in front of them.

Employees lose visibility into their issues. Who’s working on my issue? Has anyone opened my email? How long until I should expect a response?

Email allows for too many messages to fall through the cracks. Monitoring, organizing, prioritizing and engaging through email is subject to the receiver.

So, they let a little time pass, and they follow-up with ANOTHER email. Or maybe they will try calling someone to see if anyone got their email.

Unless there is an email box for every HR category, the employee may not be certain the email is getting to the right person or group to respond.

And then if there are multiple email boxes, well that’s just a complex web to understand and manage both for the employee and for HR.

@stroud_jen An endless cycle of communication, or lack thereof

Exactly Julie....it sometimes becomes a matter of first in first out and that's no always what should be happening. Not all HR issues are created equal. Some need to take priority but email doesn't help with that.

most of the customers I've talked to: "You guys don't like receiving email? How's that my problem?"

@kristinemi We get lulled into thinking that we are communicating because we're using email - right? But that's a false premise...email hinders communication for sure.

@stroud_jen The single biggest problem in communication is the illusion that it has taken place - George Bernard Shaw