HR Service Delivery Software
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What is HR Service Delivery Software?
HR Service Delivery, also called HR service management, software provides a centralized, secure environment where employees, managers and HR professionals can access information regarding on-boarding, compensation, and corporate information and policies. HR service delivery focuses on helping organizations respond to and resolve employee requests, questions, and issues around HR more quickly and efficiently. These products can be loosely considered an HR equivalent of service management functions found in other departments, such as IT service management or support desks. However, HR service delivery software is more tailored to specific HR needs, such as handling sensitive data, providing specific subject matter expertise, and offering more prebuilt workflows for common HR cases.
These products traditionally help organizations implement a tiered model of HR service delivery. In this model, employees first arrive at self-service knowledge bases, which can handle frequently asked questions or concerns. From there, employees can escalate their case as necessary to the proper level of authority and expertise, which can then resolve the issue at hand.
HR service delivery software offers a range of benefits, especially to large organizations and enterprises. These products enable much more employee self-service when addressing HR questions. When self-service isn’t sufficient, these tools can provide more rapid resolutions to employee requests. They also offer more automated, 24/7 resources for employees, in addition to organizations’ 9-5 support personnel. Finally, HR service delivery software gives more transparency into HR cases’ statuses and resolutions. This is particularly important at larger organizations with more bureaucracy and higher frequencies of complex HR cases.
HR Service Delivery vs. HR Management Software
HR Service Delivery products can often overlap with, or be subsections of, broader HR management suites. HR management focuses on providing the core data platform that HR departments use to execute core HR processes, like payroll, as well as strategic HR functions, like performance management. In contrast, HR service delivery software shapes how employees engage with specific HR functions. HR service delivery provides resources for resolving employee issues around HR effectively and quickly, with fewer manual HR resources involved. Effective HR service delivery tools should integrate smoothly with HR management platforms to properly leverage that system’s HR data.
HR Service Delivery Comparison
Consider these factors when comparing HR service delivery options:
- Point Solution vs. HR Suite: Consider whether existing suites, such as HR management platforms, can also effectively deliver HR services to the organization, or if a point solution is necessary. Point solutions may have more advanced knowledge base and workflow capabilities, but may not integrate as cleanly with the core HR system. If a point solution is the better fit, also consider the quality of integration with the core HR management system, including any success cases the vendor can point to.
- Knowledge Base Management: How effectively can each option support a knowledge base that is configurable to your organization’s needs? This feature should emphasize accessibility and ease of use to maximize employee self-service.
- Workflow Automation: What level of workflow automation does each option provide? These features tend to be more robust in products with backgrounds in service management elsewhere in the enterprise. Workflow automation can dramatically reduce the bureaucratic activities required of HR personnel.