"Employee and Manager Self-Service: A Virtual Chameleon in the Workplace"

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"cfactor Employee / Manager Self-Service innovative self-service suite is not your typical Human Resource / payroll automation solution. Unlike traditional ERP-style HRMS systems, It’s flexible."
Source : Cronus Technologies Inc.

Resources Related to Employee and Manager Self-Service:

• Self Service (Wikipedia)

Employee and Manager Self-Service: A Virtual Chameleon in the Workplace

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Employee and Manager Self-Service: A Virtual Chameleon in the Workplace

Workforces rely on employee self-service (ESS) and manager self-service (MSS) technology to deliver many benefits and enhanced capabilities across their organizations. Growing in use, technologies promise different solutions for a variety of unique Human Resource and business process needs.

For many, ESS and MSS requires unique functionality to provide precise solutions to a vast range of very specific and complex problems. Objectives from payroll and compensation departments may focus on providing capabilities for managers to administer salary adjustments and termination/hiring transactions, while HR and finance may focus on workforce analytics, trending sick time and other complex reporting. Add in specific requirements for Communications, Training & Development and Performance objectives, and you have a complex web of linked self-service requirements, each with its own - sometimes competing - priorities. In order for ESS and MSS to be effective, it must serve multiple purposes to multiple business units while blending seamlessly with existing systems - a virtual chameleon in the workplace.

What Does ESS/MSS Technology Mean to You and Your Workforce?

According to a recent CedarCrestone survey, self-service technology results in (on average)

• a 25% reduction in transaction costs (with fully outsourced administration system and self-service)
• a 72% reduction in time for requests to be handled; and
• a 10% improvement in employee satisfaction rating.

The survey also cited the following successes:

"web-based initiatives continue to enable HR to service their organizations strategically"

The potential cost-saving opportunities through ESS/MSS solutions are significant, as are the workforce management benefits. But in order to fully leverage those opportunities, organizations must carefully identify, optimize and prioritize the processes that demand automation. The next step is to select meaningful holistic technology that is flexible enough to grow as their needs evolve.

Selecting the Right ESS/MSS Technology for Your Organization

The process of successfully selecting ESS/MSS solutions begins with organizations dissecting their current business processes and developing a roadmap for improvements with consideration to its future state. Many will opt for the expertise of a business process consultant at this stage, to ensure no stone is left unturned. Once this upfront strategic planning has been done, selecting the right technology can be ensured by confirming key processes are fully supported and linked to one another. Some consultants also specialize in technology selection and implementation and would assist in this process.

Some considerations when selecting ESS/MSS software, are:

• ease of use
• security
• configurability
• capability of integrating with current systems
• compliance with regulations
• client references
• depth of training required
• need for IT resources
• projected future workforce needs

Special attention should be given to specific workforce issues that may enhance adoption and use of the software. Evaluate the current culture and technology use within your organization and develop strategies for change management. Be prepared for resistance to change and make sure to have a highly visible champion that is respected within the organization to ensure the success of the ESS/MSS solution.

DETERMINING YOUR SELF-SERVICE OBJECTIVES

There are many attributes of ESS/MSS technology which should be considered when distinguishing an organizations specific objectives for implementation. These range in priority among different organizations.

COMMON OBJECTIVES OF ESS/MSS

• improve sharing of information & collaboration
  • non-technical staff can easily manage website and intranet site
  • all stakeholders have immediate access to the correct information
  • stakeholders have the ability to network online with each other
• automate existing payroll system capabilities
  • online forms and workflow automate transactions inline with payroll systems
  • common processes such as hiring, termination and pay adjustments conducted online
  • self-administered employee information updates
• administer and manage employee benefits
  • automated, auditable communications regarding employee benefits
  • online benefits enrollment
  • ability to maintain employee information, such as dependants and beneficiaries
  • centralized hub for detailed benefits information, accessible over the Internet
• streamline employee performance management
  • provide clear line of sight between employees' goals and overall corporate objectives
  • online performance reviews (multi-rater, 360, 180)
  • online competency library
  • reporting on performance metrics and succession planning capabilities
• automate business processes, communications & workflow
  • transactions are automated and occur inline with payroll and other systems
  • automated forms and surveys diminish the paper shuffle
  • approval process and workflow is automatic and configurable
  • hub for immediate and targeted communications and online forums
  • online warehouse of segmented stakeholder data
• reduce administration time
  • improved workforce productivity and accuracy
  • reduced administration times
  • elimination of duplicated effort and reduced errors
• improve business intelligence & centralize data
  • searchable warehouse of role/job/employee/stakeholder specific information
  • reports are generated immediately, eliminating wait times
  • real-time data used to provide accurate reports
  • user-defined data mining capabilities allow on-demand reporting
• increase employee satisfaction
  • waiting times for information are reduced and lengthy processes are eliminated
  • information can be accessed from any location via the Internet
  • increased productivity is one key for sustaining a culture of excellence
• adhere to and manage compliance requirements
  • auditable record of all transactions
  • privacy is ensured
  • impenetrable security controls protect data
• enhance training & development
  • online training accessible over the Internet
  • centralized searchable database of training and development opportunities

A Snapshot of ESS/MSS Success: The Imagistics Story

Many companies have proven successful at implementing their ESS/MSS solutions with a combination of technology and strategic planning. One company, Imagistics International Inc. ("Imagistics"), cites a dramatic improvement in efficiencies and reduction of administration and communication costs by adding cfactor ESS/MSS to its Automatic Data Processing ("ADP") Enterprise HRMS system.

• the organization
  Imagistics is a multi-national company with over 3,300 employees across the United States, Canada and the U.K. They specialize in the direct sales and service of fax machines, printers and copiers. Formerly known as Pitney Bowes Office Systems, Imagistics is based in Trumbull, CT. Their last-stated revenues were over $600 million.
• the business case
  Imagistics needed a solution to leverage its HR department's expertise more strategically, and consequently reduce the amount of time spent on non-strategic activities. An analysis was conducted, focusing on three areas: current business practices, cost vs. savings and validity. An evaluation of their existing data systems (ADP Enterprise) and business processes showed that, without ESS/MSS, an extra step was necessary to process all HR related functions. Their findings devolved three objectives for their initial implementation of an ESS/MSS solution.
• ESS/MSS objectives
  • reduce the amount of documents being printed
  • reduce the significant amount of time being spent correcting errors on HR forms
  • streamline the reporting process which was tedious and took too long for the results to be meaningful
• the solution
  cfactor delivered a solution with the following results:
  • a significant reduction of overall paper processes
  • ability to produce reports immediately using real-time data
  • automated processes for recruitment, new hires, merit-based increases, vacation requests, terminations and more
  • dynamic data auditing, ensuring that information such as merit increases are entered within guidelines, while allowing for exceptional circumstances
  • easy document collaboration through automated workflow
  • a reduction in entry errors, due to automated validation on forms
  • a comprehensive repository for easy to view documents
  • simplified transactions by using data that has been pre-verified
  • an overall increased percentage of time to focus on strategic tasks

"We automated HR transactions - eliminating all the paper, signatures and time delays inherent in a formerly paper-intensive environment. Managers can initiate all HR transactions online '… for example, they can hire someone, give out raises, and enter terminations from any computer with an Internet connection-- whether they're traveling, in the office, or working from home. Through a customized, automated workflow process, the transactions route up the approval chain with no manual intervention. Once the approval is electronically generated, our HRIS and Payroll systems are automatically updated, confirming e-mails go back to the initiating managers-- and the process takes minutes instead of days. We also now deliver up-to-the-minute personal, employment, performance and turnover employee data directly to managers' desktops. The data is available whenever the manager wants to use it-- not just when he asks for a paper report to be generated."

KATHY DUNPHY, DIRECTOR OF BENEFITS FOR IMAGISTICS

Words of Wisdom

Self-service technology is an effective solution for streamlining processes and attaining many different corporate objectives. By conducting a careful needs analysis and selecting the right software for your organization, you can achieve efficiencies within a short period of time, while engaging your workforce. When you are ready to implement an ESS/MSS solution, keep in mind these words of wisdom:

• start small - grow big
  Identify two or three key processes to begin your implementation. Add new processes as you experience buy-in from your workforce.
• identify an internal champion
  Identify a champion at a senior management level to help drive adoption, through promotion of training and use. This should be a critical component of your change management strategy.
• tie it all together
  Develop a growth strategy that encompasses all your current process automation needs as well as projected future needs. Make sure to select a vendor that is flexible in offering holistic solutions for communications, compensation, benefits and performance management.

About the Author

Bonnie Clark is a Business Development Associate with CTI, the developer of cfactor software solutions.

About cfactor and CTI

cfactor workplace automation software is developed, implemented and supported by CTI ("Cronus Technologies Inc."). cfactor assists enterprises to improve the efficiency and productivity of its workforces. Customers are using cfactor for automating routine human resource and business processes, providing employee and manager selfservice, performance management, benefits administration, workforce communications and HR analytics. cfactor technology has been recognized for supporting HR best practices (Canadas Top 100 Employers 2006), as Best New Product (SABEX 04) and presented with the HR Technology Excellence Award (HR Tech 03). To develop a business case for ESS/MSS or for more information about cfactor selfservice and workplace automation solutions, contact a cfactor solution specialist at:
toll free 1.877.655.5798
www.cfactor.net
email bd@cronustech.com

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