VNSG FG Personeel 20110531 - euHReka Workspace NorthgateArinso

A Guide to Improving the Usability of

HR and Employee Self-Service

Tonke Hulshuizen & Inna Wahlberg

VNSG Focusgroep Personeel 31 mei 2011

NorthgateArinso, bij ons draait alles om HR

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NorthgateArinso

• Organisatie

– 8000 medewerkers in 30+ landen

– 3000 SAP HCM consultants wereldwijd

– 400 medewerkers in Nederland

– 150 SAP HCM consultants in Nederland

• Track record SAP HCM implementaties

– Sterke focus op SAP HCM (sinds 1994)

– 1000 SAP HCM implementaties over

68 landen projecten

– SAP HCM als fundament voor euHReka

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euHReka, 5 key functionality areas

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euHReka Workspace

Accessible via a single Web2.0 interface (euHReka Workspace), euHReka combines the management of HR processes (SAP HCM)

with service center (euHReka SCM), knowledge and document management (euHReka ECM).

euHReka Workspace (EWS)Intuitive Web 2.0 user experience

For employees, managers, and HR staff

Interact with preconfigured HR system

euHReka SCMService Center Management

tool supporting case

management via phone,

email, kiosk

euHReka ECMEmbedding Document &

Knowledge Management

contextual navigation

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100% self service adoption

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100% self service adoption?

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SAP HCM Roadmap

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Self-Service Benefits

Self-service implementations change the service delivery model by reducing transactional complexity and improve five variables that affect employee and organizational value:

1. HR effectiveness & availability

2. Faster transactions

3. Data quality & accuracy

4. Cost

5. HR productivity

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Benefit #1: Increased HR effectiveness

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Benefits #2 through #4

• Benefit #2: Faster transactions

- dramatic reduction of transaction time

- applicable to managers, employees and HR

- instant transaction processing and confirmation

• Benefit #3: Higher data accuracy & quality

- eliminate need for data reentry by HR or HR service center

- employees have higher sensitivity to mistakes (DOB, spelling, etc.)

– Benefit #4: High ROI for common transactions

- cross-industry average for high volume offline HR transaction: 12 EUR

- average cost reduction of 50% thanks to self service

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Benefit #5: Increased productivity

- Instant transaction processing

- Instant confirmation & feedback

- Decentralized data input

- ‘Always on’: available at all times

- ‘Everywhere’: homeworkers, remote offices, travel constraints

- Streamlined employee onboarding

What if you could achieve a 2% productivity gain?

Assume an organization of 1,000 employees with an average employee cost of $40,000/year. Annual labor cost = 40 million dollars.

2% increase in productivity means an effective return of ~0,8 MEUR/year.

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Policies & forms

- HR Policy documents- Employee handbooks- Standard HR

procedures- Links to forms- HR checklists - Q&A documents

Simple high-volume transactions

- end-to-end online transactions

- Immediate feedback (no approval)

- Basic information: remuneration statements for employees, compensation and organizational data for managers, and reports for HR

Complex transactions

- Complex transactions that require collaboration

- Multiple roles : transactions originate with employees or managers, reviewed by HR, and can ultimately be processed by an administrator or service center.

- Examples include promotions, transfers, salary changes, and terminations.

Understanding HR transactions

• 3 key areas of HR transactions

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66% of WFA tasks can be automated

Transactions (%)

No e-HR With e-HR

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4 Key elements of successful Self Service

1. Solution intuitiveness and ergonomic user interfaces

2. Flexible and adaptable process engine

– Flexible to reflect your current process (including different populations)

– Adaptable (e.g. process change)

3. One single place for business logic and data

– Lower TCO

– Cross-process integration

4. Future proof technology

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Copyright NorthgateArinso. All rights reserved.

• Google- -style user interface

alternative for SAP ERP HCM

• 100% browser-based

• User interaction researched by

academics

• Scalable and fast response time

(AJAX)

• Fewer clicks with role and context

based navigation

• Integration with service center

technology and knowledge

management

• Multi-country and multi-lingual

• Preconfigured processes and workflows

• Powered by SAP ERP HCM

• Deployed OnPremise or OnDemand

User experience

Simple Navigation

ContextualNavigation& SelectionwithineuHReka workspace

Contextual Info retrieved from KM

Contextual Help retrieved from KM

Personal Employee documents retrievedfrom DM

WEBUser Interface

Sends mail to HRW / creates Ticket

Contextual Actions

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Reskinning Charting

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org unit

job

cost center

manager

Reskinning Organizational Management

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Reskinning Appraisals

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Reskinning Job profile matchup

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Reskinning Forms

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Reskinning Time

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Reskinning Compensation

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Reskinning Learning administration

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Fully Web Based

Available for all users

Reskinning Document management

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Reskinning Document scanning

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10 Best Practices for Self Service

1. Develop a Self Service strategy, set objectives and get senior management support

2. Ensure optimal collaboration and accountability from HR and IT

3. Align expectations using mock-ups before starting development

4. Select an experienced service provider

5. Start with quick wins and high-frequent processes

6. Spend lots of time on internal communication

7. Make your go-live a splash

8. Anticipate to rapid enhancements following go-live

9. Measure impact against objectives and business case

10. Aim for 100% self service adoption

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Customers who choose euHReka Workspace

2929

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