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Most modern companies
operate on self-service. Cloud technology provides a more convenient, consistent,
and safe experience for this. This is good and it opens the reigns of the
workforce - workers and managers alike, and leaves more time to concentrate on
strategic initiatives. Employee self-service which is abbreviated as ESS is a
commonly used Human Resource system that allows workers to perform several
job-related tasks, such as demanding reimbursement, updating personal details
and accessing the information on employer benefits — often mostly paper-based,
or otherwise managed by management or administrative staff. But what exactly is
an employee self-service platform?
There is a good
chance that your organisation is using some form of self-service for employees,
even if you don't call it that. ESS, or Employee Self-Service, is essentially a
way for workers to access different types of HR applications and data directly.
An employee self-service system would provide workers with a reliable,
user-friendly Web site to make requests, manage requests and monitor the status
of requests. At the back end, IT, HR, Finance, Accounting, etc. administrators
will be able to create workflows and guidelines for automatically routing
requests based on several variables, meeting employee demands, and performance
evaluations.
While many point
solutions serve a single department's needs, such as payroll, HR or IT, few
offer the ability to automate all workflows of departmental requests. Employee
self-service platforms are designed from the ground up to provide a specific
customisable application framework for quickly creating self-service
applications for employees and demanding workflows that suit the way you are
already working. This is part of the program open to all the staff, not just HR
professionals. Employees can access the information on their salaries,
schedules and benefits, upgrade to their records, and more. The transformation
of organisational cultures needs the creation of HR programs, too. Although
this may sound like a no brainer, HR systems have taken a long time to develop
from the piecemeal manual approach that has been used for decades. The Human Resources
Information Systems world is now making fast strides towards a more rational
and effective method with the implementation of self-service Human Resources Information
Systems.
There are several
different kinds of information that employers can choose to make available via
an employee self-service platform. Here are only a few examples:
An employer may
set up some sort of portal for workers, which can be accessed either through an
employee username and password on the internet or via the software selected by
the firm. It is mostly applied as one component of a broader information
framework about human resources or another HR program. Self-service for workers
is also offered via the employer's intranet or database. This can also be part
of broader human capital management (HCM), corporate resource planning (ERP) or
benefit management applications, often delivered via SaaS platforms. Self-service
software for workers, once marketed as a stand-alone app, is now widely
integrated into more robust HR tech systems.
Employee self-service
systems for workers are designed for company users. Create templates, add rules
for the workflow, post them to the employee portal, and now they're usually
accessible from any computer to anyone 24/7.
Source: Integrify
Employees use these
simple employee request management system to construct a large array of
self-service portals that handle a wide range of cross-departmental requests:
Employee
self-service technology in an increasingly competitive employee talent market
is helping to create a positive work culture and retain talent by giving
workers direct control over their employment information. Employee self-service
systems on social media-like sites are gradually being designed for phones, and
are also part of broader employee engagement initiatives, which may include
wellness services, acknowledgement, learning management systems, and corporate
social events.
Features of an employee self-service
platform include:
Self-service
software for workers and managers enables users to request, record, view,
approve and execute activities with workflow approvals. The following are some
of the benefits of an employee self-service platform:
Managers and staff
with human resources will save working hours and stress regularly if they are
not overwhelmed with work by scheduling problems, time-off demands and open enrolment
queries. Workers can have access from home to schedules and other information,
which saves time for employees and can raise confidence feelings. Also, errors
in the entry and other errors can be avoided by requiring workers to enter
their information. If recruitment and on-boarding are available via the Human Resource
Information System and connect directly to the self-service portal, entry
errors can be avoided as early as the application process. The risks of
incorrect information can be significantly reduced by removing the need for
double entry and empowering workers to determine their information.
There are also
some potential downsides to using employee self-service platforms which
include:
The biggest
downside to investing in employee self-service platforms options is the amount
of time taken to make sure that every employee knows how to use the program.
The rollout process can cost a company enormous amounts of time and money,
taking away these resources from regular operations. Employees will need to use
employee self-service regularly so an organisation can see a benefit from
implementing the program. When workers don't fully understand how to use the employee
self-service platform choices, communication gaps may be created. Additionally,
some workers may continue to use the new system and others may use older
systems and manual procedures as workarounds, resulting in even greater process
hindrances. If a company decides to utilise self-service options for common HR
tasks, it is important to make sure that all personnel is on the same page and
is ready for the transition before moving forward.
Consumers are now
increasingly familiar with 'self-service' ideas, such as flight check-ins,
hotel reservations or simply ordering a choice meal from one's favourite
restaurant, in both private and professional functionalities. In line with the
above, the majority of a company's support departments-Facilities Management,
IT, and HR-have incorporated self-service systems into their core structure to
help workers navigate key facilities, processes, programs, or resources, easily
over the web or through mobile devices. However, to maximize the true market
interest of self-service models for employees effectively, one needs to look at
these five critical starting points:
Remember it's
always the first step to consider the target market. Most workers don't speak a
back-office specialist's nuanced, technical jargon, so they often don't know
the underlying meaning behind these demands. Therefore, workers need an
easy-to-use self-explaining resource that carries only the necessary action. Through
putting together various departments such as FM, HR, and IT into a centralised
and cohesive self-help
platform for workers, a convenient and secure point of contact can be
provided with any request for assistance or help. This simplifies the method as
a whole, reducing the number of portals or solutions, allowing greater
efficiencies.
It is key-workers
need to find a reason to use and use a self-service platform or mobile app
regularly while ensuring a personal gain from the same. Recently, Paycom
unveiled a completely revamped ESS app, based on enhanced CX. How does one do
this? By providing content, data, and a rich and interactive Dashboard. Relevance
can be built up by analysing past habits such as requested services, or
demographics such as work functionalities or gender. Once an employee has
booked a particular function several times it should appear in the selection
list more prominently.
To make
Self-Service a valuable and effective tool for both employees and businesses,
an end-to-end connection will include regular and continuous monitoring of any service
request. By unifying these processes into a single solution, one can map
service levels, pre-empt possible escalations, and boost multi-stakeholder
communication. Employees may use Self-Service to check the current status of an
application, review the expected delivery times, and also better determine the
job scenarios of the program. Upon completion of the order, an integrated
self-service platform enables one to verify the standard of the service
rendered, with feedback forms and automated surveys.
When people are
not aware of the Employee Self-Service solution's nature, it is possible they
won't ever use it. Explain the reasons behind its creation, its ways of using
it, and its many advantages-across as many channels as possible (newsletters,
social media, internet, email, posters and the like, helping to communicate
portal uses and ease of access, including employee feedback, suggestions, and
ideas. For the first time, if you are launching a mobile-friendly platform such
as MenaME-Plus,
the steps of knowledge and feedback become all the more relevant to ease the
change.
Employee
self-service is now a proven concept for facilities management, IT or HR
management, offering greater accessibility to service and increased efficiency
in processing and delivery. Does this, therefore, render Employee Self-Service
a 'one-size-fits-all' model, which can be extended to any situation or
requirement? The answer is No. Employee self-service is intended for regular
and standardized processes which do not require special or sustained
involvement or complex tasks to be completed. That is why the actual service
desk, telephone calls or especially human experiences can never be fully
replaced.
These are the five
overarching principles which drive or direct the implementation of Employee
self-service. Although most organisations are building their programs on these,
it is wise to tweak each of the five according to your organisation's
particular strategies or needs and its key value proposition. Having
self-service work for workers should be a priority for the company but it needs
to be enforced by more than one department to do so. HR managers and
administrators from other departments need to work together to make use of
workers as efficient and widespread as possible.
Kudzai Derera is a
Consultant at Industrial Psychology Consultants (Pvt) Ltd, a management and
human resources consulting firm.
LinkedIn: https://zw.linkedin.com/in/kudzaiderera
Phone: +263 242
481946-48/481950
Email: kudzai@ipcconsultants.com
Main Website: www.ipcconsultants.com
This article was written by one of the consultants at IPC
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