HR service delivery refers to the solutions, processes, and models a company uses to deliver services to employees. Service delivery includes everything from employee benefits to career advice. This function supports the life cycles of employees (as well as contractors, freelancers, and prospective candidates) from onboarding to exit.
Service delivery affects every employee, from senior management to new hires. Regardless of the technology your business has implemented, it’s essential to evaluate your approach. The best way to properly assess the services you provide is to understand the four most common models.
What Are Examples of an HR Service Delivery Model?
Historically, HR teams delivered services through an open-door policy. If an employee had a request, they’d speak directly to their HR contacts. Similarly, paperwork was distributed into the hands or onto the desks of employees. In the modern workplace, new solutions aid these integral processes.
There are four major models of HR service delivery. The right model will depend on the scale of your organization and what case management system you have in place. Understanding the day-to-day work lives of your employees is critical. Assess your existing employee experience, and then match your needs to a service model.
Traditional service delivery: A team of generalized HR representatives manage the everyday HR needs of the company. HR services are regionalized, meaning a local HR generalist will support the regional worker population. This is still common at smaller companies.
Shared service delivery: A diversified team of HR generalists and HR specialists split HR tasks by branch. By separating strategic and administrative responsibilities, each team member develops expertise. In this model, HR team members work in a single unit, called an HR shared-service center.
Self-service delivery: Employees and managers have the freedom to access resources when needed. This is carried out through the company intranet, a dedicated chatbot, or adaptive digital journeys. Simple HR requests don’t require employees to wait for a response from their HR team.
Tiered service delivery: Fusing HR shared service with self-service, tiered service delivery creates multiple levels of service options. As requests pass through each tier, the service is increasingly personalized. The process ensures that HR departments only handle requests that cannot be automated. This is most common at enterprise companies.
How Does Tiered Service Delivery Work?
The rise of machine learning, especially in search engines, means employees expect the information they need quickly. More than that, they expect a seamless employee experience, driven by a robust HR service delivery strategy. Data from Sapient Insights Group shows a 12% increase in key business outcomes (including market share, profitability, and customer satisfaction) when a company has an HR systems strategy versus when they do not. At the cornerstone of that strategy is a tiered approach to service delivery.