How a focus on employee experience improves your HR Service Delivery

In a conversation among CIO’s, the question “How many HR related applications have you implemented?” is a frequent one. In most cases the answer would be “many applications, multiple platforms”.

As a consequence of a heterogeneous landscape, end- to- end HR service delivery becomes really challenging for most companies leading to a fractured employee experience. Employees need to work with bookmarks or hyperlinks leading to the landing page of different HR tools.

This not only leads to prolonging the overall process time for the employee, but also leads to  administrative double work due to the need for information to be made available in multiple places and hence having to be maintained multiple times.

As an answer to these issues, Bersin highlights the necessity of an Employee Experience Platform to consolidate different processes and reduce complexity for the consumer, the employee. Research like from Harvard Business Review shows that companies who focus on employee experience are generally four times more profitable than those that do not. Here alongside culture and the physical environment, technology is a tenet of workplace satisfaction today, see also How technology affects the employee experience (techhq.com) . A recent study from PWC about TechatWork showed that while 92% of C-suite execs say they’re satisfied with the technology experience their company provides for making progress on their most important work, only 68% of employees agree. That experience gap matters. When you don’t have a clear and accurate understanding of how your people use technology in their jobs, and what they need and want from those tools, the overall experience people have at work can suffer.

(Source: https://joshbersin.com/2019/02/the-employee-experience-platform-a-new-category-arrives/)

Leveraging the experience layer of SAP SuccessFactors Work Zone, access to the variety of applications can be simplified and unified using SAP UI5 architectural standards and technology. Prebuilt and standardized integrations to more than 170 SAP and non SAP applications help to connect loose ends of the heterogenous HR landscape and work like glue within the zoo of applications.

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Figure 1 – Example of an Employee Self Service Area

Individualized and intuitive sites can be easily created and administered which helps the user to find the right content at the right time. SAP SuccessFactors Work Zone does not only offer access to content but also pushes actions, which can  immediately be taken from the content site itself. This allows companies to empower their employees not only by knowledge but also to act seamlessly. As an example, already implemented Self Services from SAP SuccessFactors solutions like SAP SuccessFactors Employee Central  can be integrated seamlessly into  SAP SuccessFactors Work Zone, to be directly consumed by the employee. Bringing together cloud and on-premise services in one place, while leveraging existing structures & permissions.

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Figure 2 – On-premise and cloud self services in one place

In combination with SAP SucessFactors Employee Central Service Center  SAP SuccessFactors Work Zone can also help the organization to run better by providing valuable and target group specific information to employees, thus helping to reduce the number of inquiries coming up from employees. Forms (adaptive cards) with custom validation logic help to prevalidate and prestructure the inquiries being initiated by the employees and allow the company to work with them on a structured basis, e.g. immediately assign the right team to the right inquiry. Level 1 support of a Shared Service organization  can be limited and ‘how to’ questions can be reduced by leveraging target group specific sites and or digital assistants.

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Figure 3 – Comprehensive sites which link content to action

Moreover, non-SAP services can be integrated seamlessly into the application via UI Integration Cards allowing the employee to work with a 3rd party solution directly from the SAP SuccessFactors Work Zonewithout the need for linking into it

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Figure 4 – Integrating 3rd party content as UI card

As a consequence,  SAP SuccessFactors Work Zone delivers what has been idealized by Bersin (Source: https://joshbersin.com/2019/02/the-employee-experience-platform-a-new-category-arrives/): the central access layer for HR end to end services which helps the organization to drive employee engagement by an intuitive, adaptable UX and to optimize HR Operations by providing the right information at the right time, offering immediately appropriate actions.

What is your opinion on this use case? Do you think the SAP SuccessFactors Work Zone is the only platform that allows on-premise clients to build a seamless HR services portal?