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In today's environment, human resource (HR) organizations are increasingly expected to find innovative ways to provide new value to their business partners, maintain an effective service delivery operation, and do all this with substantially fewer resources than in the past. Fortunately, portal technology exists to help corporate HR realize these historically conflicting objectives.
The most effective HR portal solutions are grounded in the realization that, in order to drive true and sustainable business value, the platform must:
- Align enterprise resources (e.g., content, ERP transactions, point solutions, etc.) with business processes and procedures in a user-focused manner
- Provide integrated decision support and e-learning to ensure adoption and effective use of the portal resource
- Coordinate with other service delivery channels (such as call centers) to provide a consistent and effective user experience — all personalized for the particular persona and role
- Enable a highly adopted, comprehensive solution that drives an efficient HR service delivery model — fewer resources supporting HR processes and transactions.
These solutions transform the HR business model by garnering high levels of adoption of the online channel, that is, by encouraging employee and manager self-service (ESS/MSS). The redirection to self-service allows HR professionals to focus more on providing high-value consultative advice and policy development and less on carrying out mundane processes, thereby increasing the strategic value of the HR function while reducing overall costs.
The optimum vehicle to transform the service delivery component of HR operations is the process portal, a strategic platform that e-enables an organization by providing users with integrated support for tasks and processes, coordinated with other service delivery channels. The process portal:
- Supports and conveys complex processes
- Provides users with an integrated experience: context, content, transactions, applications, decision support tools and knowledge support.
- Is personalized to the user's role
- Provides a consistent experience, allowing scalable support for additional business processes
- Provides e-learning in the context of the user's activities.
LDS pioneered the process-centric approach in support of the HR service delivery. Additionally, we have developed a set of best practices that can be applied to other areas of HR. These best practices include collaboration, integrated business intelligence, and scenario-based designs.
Deploying the portal, however, is just one part of the overall transformation to an e-enabled HR environment. LDS works with clients to make the organizational, procedural, and cultural changes required to realize, and sustain the value of an e-enabled HR business model. These changes typically include:
- Process redesign that supports or enables the self-service environment
- Communication programs to ensure awareness and adoption
- Adoption support programs to ensure acceptance and integration by users
- Assessment to drive continuous improvement.
While corporations are in different stages in the transformation of HR to an e-enabled environment, the factors driving them to change are more evident. More advanced deployments of ERPs and point solutions, increasingly formalized reporting hierarchies, definition and deployment of workflows, standardization of business processes, and a push for outsourcing partners to integrate their platforms and channels all fuel the trend to the e-enabled environment.
The transformation of HR to an e-enabled, self-service environment is an exciting prospect that is coming true for those companies that apply a best practice-based portal. In addition to efficiencies found in a self-service environment, these companies are reaping the rewards of a more strategically focused and valuable HR organization.
Find out more about the components of LDS' HR ESS and MSS service delivery process, or learn more about LDS' enterprise portal solutions, such as those we develop for sales and corporate communications.
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Enterprise Management Solutions
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