Supporting HR Transformation with PeopleSoft HelpDesk for Human Resources

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1 <Insert Picture Here> Supporting HR Transformation with PeopleSoft HelpDesk for Human Resources Jay Zuckert Principal Product Manager

2 The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 2

3 Agenda <Insert Picture Here> Business Challenges and Trends Leveraging Technology for Workforce Service Delivery Benefits & Business Value Product Highlights 3

4 <Insert Picture Here> Business Challenges and Trends 4

5 What Analysts are Saying As organizations provide their HR services more effectively and increase workforce satisfaction, they will need to leverage solutions that combine CRM help desk, and human resources technology seamlessly with self-service to deliver the optimal worker experience. 5

6 What is Workforce Service Delivery? Performance Excellence Service Delivery Excellence Administrative Excellence Organizations that have deployed self service applications, in some cases under a portal umbrella and further that have moved to a service center approach, augmented by call center technology and a knowledge base that couples person-specific content with transactional services, have achieved Service Delivery Excellence. CedarCrestone 6

7 Today s HR Service Delivery Challenges Inefficient Service Operations Costly Service Delivery No best practices, processes not streamlined or automated HR knowledge dispersed, unquantified and inaccessible Elaborate, out of date HR practices slow resolution time Organizations are challenged to do more with less - Staff reductions leave fewer to manage service delivery Resources not utilized appropriately, less productive Low cost service channels not utilized 7

8 Symptoms that your Help Desk solution is NOT working for you Your employees Your HR analysts Are not empowered to help themselves Don t consistently use the system it doesn t add value/is a burden Waste time looking for the right person in HR to Handle inquiries that they are over qualified to contact handle Complain of slow HR response and resolution time Often recreate the wheel, provide inconsistent answers Pick up the phone and call who they know in HR Suffer from a lack of employee insight to quickly respond Answer shop until they get the answer they want to hear Aren t accountable for their actions 8

9 The Cost Challenge Right level of service Right solution for each employee request Portal Self Serve Help Desk Specialist Low High The Challenge: Increase workforce satisfaction while reducing costs Costs & Complexity 9

10 <Insert Picture Here> Leveraging Technology for Workforce Service Delivery 10

11 HR Shared Services Concept 100 service requests Portal Informed Assistance 75% 20% 5% Answer questions, process transactions, set up cases Expertise based Solve Issues Tier II Program design and policy Tier III Tier I Tier 0 11

12 Streamline & Strategize for Better HR Deliver processes using technology to reduce cost and improve accuracy and effectiveness of service delivery Searchable Knowledge Base Full integration with HRMS HR-specific help desk technology Self-service HR functions Share Consistent Knowledge Automate HR procedures Boost workforce productivity Reduce HR service delivery costs 12

13 Workforce Service Delivery Components Portal / Single Sign-on Secure, role-based access Improved productivity with job specific content Ensure regulatory and legal compliance Improved employee satisfaction Help Desk for HR Reduced time to resolution Improve employee and HR staff productivity Ensure regulatory compliance Reduce call volumes Manager & Employee Self-Service Fewer errors and need for rework Reduced headcount Improved employee & manager productivity Access to 24x7 up to date information 13

14 <Insert Picture Here> Benefits & Business Value 14

15 What can HelpDesk for HR do for you? HelpDesk for Human Resources, integrated out of the box with your core HRMS, enables you to operate a comprehensive internal support organization that maximizes productivity, increases worker satisfaction, centralizes knowledge, and reduces costs. 15

16 Why do you need HelpDesk for HR? Employees default to who they know Manual processes and spreadsheet call tracking Inconsistent processes and answers across the organization Slow resolution time due to lack of centralized knowledge base Lack of security, accountability and insight Ineffective use of talented HR resources Why didn t my pay adjustment show up? Can I go negative in my vacation accrual? How do I change my beneficiaries? Employees How do I terminate an employee? How do I modify my withholdings? Can you correct my department number? Am I eligible for 401-K matching? I need to arrange a personal leave of absence 16

17 PeopleSoft HelpDesk for HR is The ONLY help desk to provide delivered integration to PeopleSoft HR business processes & data The ONLY help desk to provide a real-time summary 360 degree view of an employee s HR transactions The ONLY help desk to leverage PeopleSoft HR security The ONLY help desk to provide HIPAA compliance security AND It has HR Service Delivery best practices built into the product 17

18 <Insert Picture Here> PeopleSoft HelpDesk for Human Resources Overview 18

19 HelpDesk for Human Resources at Work Request to Resolve Caller identifies self, case and type of service System connects caller to most qualified HR specialist Automatic screen-pop shows caller HR data, 360º view Call/Case Creation System Directs Call Specialist Engages Case Closed in Real Time Feedback and resolutions captured to improve service delivery and solutions Case Tracking HR Data Integration Self-Service Metrics & Reporting Specialist uses knowledgebase, application, HR data to provide correct response 19

20 Oracle s Shared Services Solution IDENTITY MANAGEMENT Single Sign-on Interoperability with multiple systems Productivity Increased & Service Delivery Costs Lowered HRMS-specific pagelets Role-based access Plug-n-play functionality Self Service 24x7 access to key information & transactions Automated channels for problem resolution Eliminate manual barriers to information HelpDesk For HR Call tracking Employee case management Problem resolution Tier II Program design and policy Tier III Tier 0 Tier I KNOWLEDGE BASES Filter search by topic Troubleshoot issues 20

21 Reduce Service Delivery Costs 360 Degree View - Speed time to resolution Launch pad for all employee interaction Single source for employee HR & CRM data Real-time visibility Close 60% + HR questions on first contact Resolve frequently asked questions immediately, capture in the system with 2 clicks 21

22 Real-time 360 Degree View of Employee Job Data Employee Case History Payroll Data Benefits Summary Reporting Structure 22

23 Boost HR Worker Productivity Case Quick Code for faster resolution 2 click issue resolution for frequently asked questions Quick Code delivers templatized creation, categorization and resolution of cases Quick Code 23

24 Increase Efficiency Case Management for Known Issues Global Case flag 24

25 Improve Efficiency Drill Directly to Transactions from Case 25

26 Risk Reduction Secured Cases for HIPAA Compliance 26

27 Share Consistent Knowledge Knowledge Management - The Right Answer the First Time Standardize responses - provide consistency and predictability Share HR analyst knowledge across the organization, in self-service Leverage existing documents and websites as searchable knowledge sources Solution Advisor leverages the Verity search engine with advanced keyword search for thesaurus, similar sounds, truncations FAQs & Suggested Solutions Framework for Third Party KM integration, such as Authoria 27

28 Reduce Service Delivery Costs Solution Advisor Streamlined, Collaborative Business Processes Build and share knowledge with Solution Advisor Dramatic decrease in wait or wasted time Built-in communication tools Track status, previous applied usage Solution Advisor 28

29 Reduce Service Delivery Costs Self-Service Helps Employees Help Themselves 29

30 Centralize Knowledge Increase Knowledge Base User Adoption Embed: Images Hyperlinks Tables And more 30

31 Employee Self Service Troubleshooting Guides Troubleshooting Guides are a predefined grouping of diagnostic questions and answers that are used to guide the employee through the resolution of an issue question 31

32 Employee Self Service Frequently Asked Questions FAQs provides Self Service user with access to solutions that belong to the solution library with a specific FAQ configuration. 32

33 Ensure Security and Accountability AAF Configurable Policies, Process, and Alerts AAF policies are evaluated at trigger point (e.g. Case Save, Pre-Save, product defined on case..) Easy to use Conditional IF/ACTION logic uses robust term functionality 33

34 Reporting and Analytics Standard Reports Case By Agent Case By Department Case By Priority Case By Problem Type Case By Status Case By Category/Type/Detail Case Information Case Status By Agent Time To Close By Agent Case By Employee Case by Business Project Employees With Case Solution Usage Top Ten Solutions by Product Agent Effectiveness Agent Volume Chat/ERMS Effectiveness Chat/ERMS Volume 34

35 Reduce Service Delivery Costs Multichannel Service Delivery Computer Telephony Integration (CTI) Desktop telephony Standard integration points Multichannel Communications Response Management System (ERMS) Chat Employee Self-Service Knowledgebase Search Case Creation & Management Initiate Chat or 35

36 Reporting and Analytics Real-time Multichannel Reporting and Management Monitor agent & queue states Agent teams Personalized alerts Agent configuration (new, modify) Monitor Reassign agents ERMS/Chat reports 36

37 Self Service Chat Enabled 37

38 <Insert Picture Here> Summary 38

39 Providing Business Value Process Based Savings Reduces call volumes Reduces average call times Reduces HR Agent headcount Increases availability of skilled resources Organizational Savings Reduces effort to capture knowledge Reduces system maintenance & training costs Reduces integration maintenance & telecommunication costs Strategic Savings Reduces turnover Ensures legal/governmental compliance Reduces risk of legal action Increases workforce productivity 39 39

40 Manage the Workforce as your #1 Customer An integrated solution suite for HR service delivery and workforce communications enabling a smarter, more cost effective and strategic way for HR to do business with the workforce Workforce Communications HelpDesk for Human Resources Human Resources 40

41 For More Information 41

42 Oracle Solution Factory Because the Workforce is your #1 Customer For more details: Workforce Communications: PIN = WFCINTRO HR Help Desk Includes: PIN = HRHDINTRO Samples and User Experience Scenarios for multiple business processes (flows and screen shots) Presentations, Sample Reports, more solution details 42

43 43

44 Appendix 44

45 Employee Self Service Functionality by Role Employee Self Help FAQs, Solution Search, Troubleshooting Guides, New Case, Manage Cases, Chat Self Service Case to HR Agent Employee Creates New Case on Web Cast Routed to HR Agent HR Agent works case Advanced solution searching can /call solution to employee Escalates/Routes Case One or more Departments can work case to resolution 45

46 HR HelpDesk Agent Functionality by Role Employee 360 Degree View Employee Profile and Transactions Interaction Management Case Management Quick Codes, Knowledgebase, Workflow, Security Solution Advisor Tools HRMS Transaction Integration Case Ownership/Assignment, Interest Parties Worklist/Queue/Routing Task/Calendar Management Service Level Agreement monitoring 46

47 Administrator Functionality by Role Power User Administration Case Page and Case Search Page Configuration Case Field/Attribute Configuration Active Analytics Framework (AAF) Configuration Workflow, notifications, pop-ups, AAF Policies Solution Tool Administration Employee Profiles 47

48 48

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