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

Case Management enables the deployment of a tiered service delivery model. Strictly speaking, it pertains to the circled tiers in this illustration; if the employee finds the desired answer or resolution in the Self Service Portal, no Case is created. But Case Management has everything to do with the deployment of a successful Portal, as the knowledge required to make it effective is developed in the context of casework.

Workflow here is generally from left to right:  the Generalist Advisor may “escalate” to a Subject Matter Expert, who may in turn hand off to a Business Partner where a key service is outsourced. But Knowledge flows from right to left: expertise is made available in the form of Solutions, initially to Generalist Advisors but eventually to the Self Service Portal for direct employee access. In this way the Portal remains relevant, the HR organization has time to focus on more strategic tasks, and the overall process is continually improved.

 

According to the CedarCrestone 2010-2011 HR Systems Survey, deployment of an HR Service Center, including a Self Service Portal, significantly increases the number of employees that can be served per HR staff member, often by more than 100%. The #1 recommendation of the 2010 Shared Services Practices Survey Findings is that “The HR help desk is a must… If not already adopted, it must be considered for removing unnecessary costs from HR service delivery, particularly in large and medium sized organizations.”

 

 

Part 1 of 3

 

Part 2 of 3

 

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