StateOfWork

Portals need a quantum leap in design. We keep hearing the same advice, but nobody is taking it. ITcentric categories abound.

There is a shift in many larger organizations to shared services and not just for HR. But HR is often where shared service transformations begin because it offers the most opportunity to centralize and consolidate services.

Portals provide good information when designed well. Need to always think
consumer ease-of-use

Portals are tough

More and more organizations are moving to this operating model to alleviate the administrative burden on their HR business partners. And they need the right technology to enable this transformation.

Amazon has spoiled all of us.

Need to remember they are used once a week, not once a day.

This was exactly our situation when I was at TeleTech.

What do more portals lack?

Yes John, they have. They have set the bar for all of us.

if designed correctly portals are used frequently

A good UX

@cahaikes Customer focus, recognition that IT isn't the only stakeholder, interest based folksonomies.

@cahaikes simplicity and intuitive look and feel.

Which is why usability is key - since portals are not used daily, they need to be intuitive so you don't have to remember or re-learn how to use them.

@cahaikes Colleen...it's not about creating a portal and providing links to other systems. A true portal will be the central point of engagement with integrations to key HR systems of record.

my company @wolfpackcs created an app in the #ServiceNow app store specifically to rethink Portals
#FocalPoint

Delivery channels are only the method (expected).. content derives the value.

I think we are all in agreement. Good process + Good Tech = happy employees

@jason_wojahn Exactly Jason. If you have a portal but then it takes so long (too many clicks) for the employee to get whata they need...the portal is worthless

Employees will revert back to old habits.

@stroud_jen and will be very resistant to return.

This portal solution for #servicenow allows you to present all your platform data based on any topic of interest. HR? IT? Who cares?
https://store.servic...

Providing easy access to knowledge for employees to enable greater self service is key to success in HR. HR leaders want more tier zero support. Knowledge management is the key.

@stroud_jen > They started the shared service long ago with outsources payroll

Many struggle with the basics

Dos, don’ts, policies, regulations. Even in performance reviews, it’s a rating rather than ongoing feedback, advice

As stated previously, there are some great companies out there that have figured it out and have begun to embrace service management within HR. It’s not just about a great HRMS system. That’s just the beginning.

These organizations are enabling their employees to take control of their basic HR needs. They are empowering their employees to get the answer and support they need when they need it.

But most companies still struggle with delivering high quality service to their employees. It’s rarely a lack of desire or even recognition that their services are lacking.

With no real reports or systems of record you're as good as your last interaction #HerotoZero

But HR leaders and personnel are often fatigued. They do not want yet another long system implementation. They want quick results.

Reporting and metrics are key - you can say you and your team are busy, but without the data (and just a lot of emails from HR inboxes), how can you quantify what the HR team does?

many companies struggle because of lack of infrastructure to support ongoing HR request

@jason_wojahn This is such a great point Jason.

I'm still trying to figure out what services actually exist in a single line of business vacuum.

If you have no true reporting or analytics...you just keep doing what you've always done...there's no way to truly improve without visibility into your domain.

Yes, Jen, taking control of their HR need through a system of engagement that makes it a consumer-like experience.

@stroud_jen Yes - Vitamix is a great example http://www.serviceno...

Here's one company that is sreamlining workflows for a multi-tiered service model-- inquires are “triaged” https://www.servicen... #HRTech

The well run organization invest in process and technology to improve engagement and look for ways to help the employees perform.

@Schoolcw > When will the annual review die? So not in pace with the way work is done today.

I love that slide!

LOL! That's GREAT!

I have to "tap out folks" going live at #hadoopsummit right now on @theCUBE - cheers and great chat!!!

Just capturing basic interaction data can yield massive results #ParetoAnalysis #KeepItSimple

@furrier.. Future of work with better analytics means better faster decision making, hence better innovation

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