What is Case Management for HR? – Part 1 of 3

You probably already have an internal web portal for employees to use when updating personal information, selecting benefits, requesting vacation time, and so forth. But how do you handle questions and issues that aren’t addressed by the portal, when the employee has to contact HR to obtain an answer or resolution? How do you ensure an effective, timely and efficient response on the part of the HR organization when this happens? And how do you reuse the knowledge developed in the process, and make it available through your internal portal for the next employee with that question or problem?


Case Management is the answer to all these questions. It has also been called Incident Management, or Service Request Management. Core functions of Case Management include:


  • Closely tracking employee questions and issues, providing for both task ownership and workflow – e.g., escalation and collaboration
  • Enabling HR representatives to both capture and access knowledge that is developed in the course of casework
  • Automating workflows and information delivery based on configurable policies and procedures with an event-based workflow engine


Augmenting your existing HRIS/HRMS capabilities with Case Management, typically deployed as both an HR Help Desk and additional functions accessed from the internal web portal, provides a rich set of features and benefits, including:


    • Efficient, cost-effective HR services for your employees

Benefit: Lower the cost of HR service delivery while increasing its effectiveness


    • Timely, consistent response to employee issues

Benefit: Improve employee satisfaction with HR services 


    • Audit trail for regulatory compliance, reduced risk of litigation

Benefit: Document all employee interactions with HR, across all channels


    • Issue-related knowledge capture for reuse & analysis

Benefit: Retain and provide easy access to HR expertise

Benefit: Gain insight into staff activities and trends

Benefit: Enable Continuous Service Improvement     


    • Automation of repeatable tasks

Benefit: Reduce the administrative load on HR Advisors


    • Interface with other corporate processes      

Benefit: Align HR services with overall corporate objectives and processes


Part 2 of 3


Part 3 of 3


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