Human Resources Employee Self Service Transformation

Fortune 100 company worldwide human resource organization extending human resource information systems by providing self service capabilities to enable employees and managers in over 60 countries with employee lifecycle management via web and Integrated Voice Response (IVR).

There had been previous unsuccessful attempts to accomplish this initiative. The program had the following problems:

  • There had been no requirements gap analysis
  • There was a need to reduce human resource personnel
  • Greater service levels for employee profile and election updates where needed
  • Human resource operations didn’t understand what was involved in utilizing new technologies and had no real service vision

Results from project recovery:

  • 24X7 human resource self service capability for the global population
  • Reduction of human resource help desk personnel
  • Customer satisfaction and flexibility improvement for employee population