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Why Don’t HR Priorities Match the Employee Experience Reality?


At the recent HR Tech Conference and Expo, we took the opportunity to ask attendees to share their thoughts on the state of HR Service Delivery through a quick survey. The survey findings revealed that more often than not, it is the the process and system disconnects that hamper an HR organization’s ability to deliver a superior employee service experience.

Here are the highlights from the survey:

  1. HR priorities don’t match the employee experience reality – 87% of the HR professionals we surveyed said improving the employee service experience is a strategic priority for their organizations. However, less than 40% thought their employees would rate their experience with HR as satisfactory.
  1. Disconnected HR processes drive employee dissatisfaction 93% said their HR processes span multiple systems and departments. In fact, nearly 50% admitted their organizations rely on more than five HR systems to deliver services–contributing to a less-than-ideal service experience.
  1. No one-stop shop for employee services – 77% said their employees do not have a central place to request and access all services.

In our experience, we find that companies that excel at delivering a stellar employee service experience tend to invest in three key strategies:

  1. Automate HR interactions – Automating routine HR inquiries reduces the administrative work in HR departments freeing up teams to engage with employees when they need their help the most. Automated case management ensures employees’ requests are fast-tracked to the right individuals, in the right departments–every time.
  1. Manage, track, and prioritize HR work – Using a single platform that orchestrates the delivery of employee services through structured workflows goes a long way in delivering a consistently great employee experience. It also makes it easier to track and prioritize HR work across teams.
  1. Use a central portal for all employee services – Providing employees with a one-stop shop for all employee services (e.g., onboarding, payroll, benefits, facilities, and IT) greatly simplifies their ability to submit and track the status of inquiries that results in greater satisfaction with HR.

The recent Gartner report on Modernizing HR Service Delivery for the Digital Workforce has some great practical recommendations for delivering a consumer-like employee service experience.

You can also learn more about how customers have modernized their employee experience while improving HR productivity at www.servicenow.com/HR

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