{"id":499426,"date":"2019-02-22T09:43:13","date_gmt":"2019-02-22T08:43:13","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/delivering-the-promise-of-hr-service-delivery\/"},"modified":"2025-02-07T12:41:08","modified_gmt":"2025-02-07T11:41:08","slug":"delivering-the-promise-of-hr-service-delivery","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/en-pt\/success-story\/delivering-the-promise-of-hr-service-delivery\/","title":{"rendered":"Delivering the promise of HR Service Delivery"},"content":{"rendered":"\n
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The snapshot<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

A client with an existing HR portal and case management system sought to improve their HR service delivery.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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2<\/strong><\/p>\n\n\n\n

The existing system presented challenges including a poor user experience, technical limitations, and a lack of governance and analytics.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/strong><\/p>\n\n\n\n

Devoteam implemented a new solution that improved ‘first time right’ to 98.5%, increased NPS to above 60%, and reduced incoming HR cases by 20%.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n<\/p>\n

The world is changing rapidly, and so is your organization. Employee experience (personalization) and, therefore, HR Service Delivery are becoming increasingly important. Most professional organizations rely on talented people, which raises the question, “How do you retain your skilled employees?”<\/strong><\/p>\n

The obvious answer is that you have to identify your employee’s needs, forming the starting point for a customized work experience. Other important steps of work experience are the onboarding process, making decisions based on performance analytics, enabling your organization to detect bottlenecks and create a more efficient HR Service Delivery, and so on. One of the solutions that help to customize work experience is a self-service HR platform in which an employee can easily request the information they need (vacation days, salary inquiries, leasing, etc.). This does not only make life for your employees easier, but also gets rid of some major pains for your HR department. Self-service solutions take away repetitive tasks from your HR specialists and enable them to focus on improving, thus optimally using their skills. In short, HR Service Delivery should be a high-priority topic for rapidly changing organizations and their management.<\/span><\/p>\n

HR Service Delivery not working as desired<\/h2>\n

One of our clients, who had already been through a number of HR improvements, was ready for their next HR transformation project at the start of 2018.\u00a0 in previous transformation projects, the HR Service Delivery model was built around an HR portal and HR case management system. This solution, however, did not meet their needs in terms of user experience and functionality. Devoteam and <\/span>ServiceNow<\/span><\/a> were brought in to consult on the matter. Our analysis identified 3 key challenges:<\/span><\/p>\n