HR service delivery is key to your technology architecture

• HR Service Delivery (HRSD) may be one of the most critical technologies in the enterprise. It’s where HR directly touches the employee on a day-to-day basis.
• The UKG solution means that HR can automate processes, digitize their documents and access them no matter where they are.
• The future of work is now, and it’s up to HR to shape it.

UNLEASH Product Spotlights look at products across the HR technology spectrum and are based on research and member input. Today, we look at a number of HR Service Delivery features from the UKG solutions suite – People Assist, Document Manager, and Advanced Analytics. 

In our recent Leading Views piece, we discussed how “HR Service Delivery (HRSD) may be one of the most critical technologies in the enterprise. It’s where HR directly touches the employee on a day-to-day basis.”

At UNLEASH, we see HR Service Delivery requiring a laser-focus as businesses continue to expect leadership from HR (as they have done in the last 12 months), and expectations are rigidified for HR to balance productivity and performance with increasing intensity on the importance of employee experiences.

With economic uncertainty expected to continue for some time, HR is best placed to deliver. With this in mind, “HR needs – and deserves – a flexible, global HR Service Delivery platform”.

The UKG HRSD solution means that HR can automate processes, digitize their documents and access them no matter where they are, ensuring business continuity, compliance and an increase in productivity.

Expectations of the Digital Native

Today’s employees are habitually mobile and digitally native, meaning that they expect a digital solution that is mobile-first and easy to use. There is also a strong desire to be autonomous, and to receive bespoke support for individual, unique circumstances. Gone are the days of interactions with HR boiling down to traditional annual leave requests or communicating sick leave requirements. Additionally, there’s a huge speed element to expectations too – quick responses, and more often than not, real-time replies are becoming the norm in so many areas of our lives, so why not in workplaces too?

Employees simply expect a positive employee experience with digital services supporting this. And why would you not supply this? According to Gartner, with a well-implemented knowledge base, employees can solve their own inquiries 40-70% of the time. Equally, through a mobile-enabled employee self-service, HR can serve up to 60% more of the workforce. The solution when you think about it is obvious – supplying employees with quick answers to common questions, and all the information at their fingertips so they can more often than not, answer their own questions, in their own time, leaving HR to deal with the areas that can’t be automated.

UKG People Assist

The UKG People Assist solution provides empowerment to employees that expect instantaneous responses and offers a consumer-level service to employees. It’s effectively a case management and knowledge portal combination that provides personalized HR information and enables HR to route and rapidly respond to more complex, non-routine requests.

Features include: Knowledge Base, Case Management, HR Helpdesk, Automated HR Processes, HR File Management, Employee Portal, SLA Measurement and Reporting

And if employees expect it, then so should HR teams

With the evolution of employee expectations for digital, mobile-first, and quick HR solutions, it’s paramount that the back-office develops in the same way, at the same time. That’s why an HR Service Delivery solution that automates processes, digitizes documents and enables access no matter where you are, are so important to HR teams of today and for the future. This technology is vital for ensuring business continuity, compliance and productivity levels.

Investing in employee experience is good for HR and good for business, and with HR Service Delivery your HR teams can have a direct image of employee engagement and company performance.

UKG Document Manager

The UKG Document Manager enables employee file management from the HRs perspective. You can take secure document storage to the next level with advanced document management capabilities, accessible on any device. You can create, sign, store, access, share and delete employee files in one secure place, which is vital when we know that 66% believe HR tech plays a key role in ensuring compliance in HR.

Features include: Document Generation, E-Signature, Centralized Employee Files, Search, Secure Access, Secure Sharing, Proactive Compliance, Legal Hold, Retention Schedules

Advanced data analytics for big picture insights

Advanced analytics helps HR to further understand the needs of employees, by tracking the most common employee requests, identifying bottlenecks, and getting a big picture view of their people operations. It’s true what they say – knowledge is power. And in this case, being able to garner a direct image of employee engagement and company performance through your HRSD means that you have the knowledge to make critical strategic decisions that will directly impact the business’s success.

UKG Advanced Analytics

Armed with data and analytics, HR has visibility into previous unknowns so that they can proactively make strategic decisions. The UKG Advanced Analytics solution provides this so that HR teams can prioritize resources and actions for maximum impact.

Features include: KPI Monitoring and Reporting, Configurable Dashboards, Process Analytics, Performance Insights, Proactive Compliance

HR at the center of organizational change

As discussed in our recent webcast with Rémi Malenfant, Director of HR Innovation and Customer Experience, UKG, “In 2021, HR departments have the opportunity to reassess their own purpose and role in this transformation. More than ever before, HR is the crucial conduit between employees and the organization. HR has earned a seat at the table but now it needs to focus on keeping it. ‘We need to stop the conversation about HR being strategic rather than tactical, and instead, focus on how it can be both.”

The future of work is now, and it’s up to HR to shape it. It is time for HR to break free from the ‘administrator’ disguise it’s been cloaked with for so long. The UKG HRSD solution enables HR to automate a lot of their work, freeing them to do more strategic actions, like shaping company culture and boosting the employee experience.