Achieving HR Transformation 2.0 the Role of Workforce Communications Technologies

Transcription

1 Session Number # 148 Achieving HR Transformation 2.0 the Role of Workforce Communications Technologies DJ Chhabra, Enwisen Mike Lapetina, Unisys

2 DJ Chhabra President, Enwisen 20+ years technology strategy and business development Formerly VP Global HCM Product Strategy or Oracle Frequent author and speaker in HCM industry Enwisen the leading vendor of HR Service Delivery and HR Communications solutions: Onboarding/Offboarding HR Shared Services/Case Management HR Knowledgebase/Portal Total Rewards Statements

3 Mike Lapetina VP HR Client Delivery Operations Unisys Works with management and third party HR service providers to provide human capital information and managed HR services to meet workforce needs at work and beyond Prior to this appointment, Mike served as a Sr. HR Consultant supporting worldwide HR Client Services for the Corporation

4 Agenda HR Transformation and Role of Communications Solutions What does it look like? Demonstration Unisys Strategy Q&A

5 Changing the HR Service Delivery Model Supports HR Transformation Goals And of course in today s economy doing more with less Source: Mercer

6 General Transformation Business Drivers Improve employee service Reduce costs Economies of scale Consolidate / refocus HR talent

7 Specific HR Transformation Goals Better services, fewer people Improve HR Service Delivery Reduce Costs Lower cost per employee Streamline onboarding

8 Specific HR Transformation Mandates Better services, fewer people Employees get own Tier 0 answers CSRs handle more volume w. fewer reps Improve HR Service Delivery Reduce Costs Lower cost per employee Lower hard-dollar healthcare costs Reduce annual costper-employee for HR Services Streamline onboarding Streamline workflow, reduce costs - while branding for retention

9 Solution According to Gartner is a Multi-Tiered HR Service Delivery October 2008 Gartner research Organizations with multi-tier HR service delivery spend average 20% less per employee; high performers in this area 50% less Gartner Figure 1 for multi-tier delivery model: If Tier 1 and Tier 2 are effective, significantly reduces number of experts required for Tier 3 Names Enwisen as provider of comprehensive service delivery solutions From: Leverage a Multitier HR Service Delivery Model to Improve Efficiency Gartner James Holincheck, October 14, 2008

10 What s Required for the Multi-Tier Approach? The CedarCrestone Model CedarCrestone Application Blueprint for HCM Excellence

11 Agenda HR Transformation and Role of Communications Solutions What does it look like? Demonstration Unisys Strategy Q&A

12 Agenda HR Transformation and Role of Communications Solutions What does it look like? Demonstration Unisys Strategy Q&A

13 About Unisys Unisys helps companies secure business operations so they can better focus on opportunities. We do it by creating visibility throughout all layers of a company s enterprise exposing cause-and-effect relationships between strategy, business processes, applications and infrastructure We are a worldwide enterprise with clients in more than a hundred countries

14 What We Are Doing Big Picture Improving the efficiency of HR service delivery while reducing hard dollar costs Providing Tier Zero response to employee and manager HR questions Enabling HR Service Centers to provide fast response with fewer reps Minimizing the number of inquiries directed to HR consultants and executives Concentrating retained resources on value added work

15 What We Are Doing Big Picture For Unisys: Build on Unisys business strengths and value proposition Build on exceptional customer service Ensure highly costcompetitive labor force: highly skilled, highly motivated, highly focused employees Simplify organization and significantly reduce expenses For Worldwide HR, this means we have to: Better align resources to the strategy Find better, faster, more costeffective ways to deliver the consulting/ administrative services that help run business Enhance value we bring to the table.

16 HR Transformation Priorities Manage talent supply Workforce planning and execution Support closed-loop labor model High-performance workforce Help managers coach employees; manage performance Then Develop leadership pipeline and talent Identify future skills, capabilities Align talent with customer needs Source: Hewitt Grow leadership pipeline Unisys Confidential Not for Further Distribution or Release

17 Where We Are and Where We re Going Current HR model Too siloed Relies on HR Business Consulting Partners aligned by department and by unit Fragmented delivery Transactional focus vs. strategic focus New, simpler model means faster, more efficient HR service delivery Strategic Consulting + HR Managed Services + Alternate Delivery Channels Affordable technology investments Streamlined processes and tools HR consulting practice Focus on competency areas Deploy resources based on client needs Real-time delivery of business information Unisys Confidential Not for Further Distribution or Release

18 How Are HR Customers Will Benefit From Transformation What s New Managed services approach to service delivery Affordable technology investments Alternate delivery channels Streamlined processes, tools to deliver business intelligence A new way of working with HR Customer Benefit Better business alignment and flexibility as business changes Guaranteed response times and resolution of issues HR professionals to manage client engagements More cost-effective, efficient service delivery

19 Technology Model How to Obtain Service From HR Start here New Employee Network: Can easily answer 80-90% of inquiries TECHNOLOGY ENABLED (24 X 7) Integrates Employee Self Service, Employee Network, Manager s Desk Delivers personalized information based on role, geography, location Enhanced search capability gets you to the information you need Access to third-party providers (benefits, 401(k) providers) Designed to resolve 80-90% of inquiries at one stop Begin employee life cycle with automated onboarding Can t find it? Managed services Use ASK HR feature to send questions to HR to resolve or escalate to Integrated Service Delivery unit (ISD) - HR consulting expertise resides System ticket system to track, solve, escalate, ensure that issues are always closed in a timely way ISD resources deliver consulting, operational and program support on large projects dedicated or shared basis. Manage resolution of escalated issues Subject matter experts in three broad areas Entry

20 Solution Requirements Integrated service delivery suite included Knowledgebase, Single sign-on, Case Management, Unification/Integration of HRIS/Self- Service and Onboarding Portal platform complements Sharepoint strategy and provides more relevant, effective search Single sign-on SaaS Readiness/maturity Satisfied customers Responsiveness and customer service Cost effective Solution we chose was Enwisen s AnswerSource HR Service Delivery met all requirements

21 Metrics and Results Early US Results >80% of askhr inquiries resolved at Tier 1 ~3:1 labor arbitrage HR professional vs. HR SSC rep AnswerSource transformed Tier 0 from 5-7 to 2-3 clicks ~25% of inquiries received are misdirected to HR Affordable fractional reinvestment of 1 st generation HRO spend with no increase in capitalized software costs Bright line goals Maintain =/>90% same day/next day inquiry resolution Enhance Tier 0 to minimize SSC staffing, ~1:1000 ratio Grow off-shoring of retained HR work HR Anywhere HR is a capability, not a place or person

22 Agenda HR Transformation and Role of Communications Solutions What does it look like? Demonstration Unisys Strategy Q&A and a bit about Enwisen

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