The gap between home and work life is closing. According to recent research from Gartner, up to 81% of employees who are able to work remotely or in a hybrid situation will choose to do so—signaling that a fundamental shift in how businesses deliver benefits, equipment, and resources has become necessary. Not only that, but employees have come to expect more from their human resources (HR) solutions, no longer accepting the divide between consumer-grade technology and workplace systems and interfaces. If their personal apps and devices feel tailored to their needs, why can’t they have the same smooth experience at work?
Despite this shift in expectations, HR service delivery still lags behind. Leapgen’s 2022 Digital Experience Delivery Practices Survey (found in this white paper) shows that only about 15% of enterprise and midsize organizations consistently deliver personalized digital experiences. Worse, only 25% of survey respondents indicated they were able to provide positive experiences through their company portal. Employees struggle to know where to ask basic questions, while HR teams struggle under the weight of tickets and requests.
When HR service delivery is at its best, it’s seamless. Whether with everyday moments such as taking paid time off and connecting with mentors or more significant moments such as performance reviews and job changes, HR service delivery is the mechanism by which employees navigate their work life. Without a personalized service delivery model that enables hyper-personalization, employee experience suffers.
In this article we’ll define HR service delivery, explore the different service models a company may use, and explain how analytics and personalization improve the employee service experience. By the end, not only will you have a strong working overview of the changes service delivery is facing, you’ll understand where your business can optimize its own strategy around services, reduce case management load, and modernize outdated HR architecture.
What Is HR Service Delivery?
When we see acronyms such as HRSD (human resources service delivery) and HRIS (human resources information system), it can sometimes be difficult to decode and clarify a shared meaning. Fortunately the term “HR service delivery” contains its own definition. Let’s lay it out clearly.
HR service delivery definition: The solutions, processes, and models used to deliver HR services to employees, including everything from payroll to career advice. These services support the entire employee life cycle from onboarding to exit, as well as contractors, freelancers, and prospective candidates.
Every employee from senior management to a new hire will be affected by your company’s service delivery—likely every day. Regardless of the technology or management system your business has implemented, it’s essential to evaluate the success of your approach to HR service. And the best way to properly assess the services you provide is to understand the four most significant service delivery models.
What Are Examples of an HR Service Delivery Model?
Initially, HR services were solely delivered through an in-person, open-door policy. If an employee had a request, they’d speak directly to their HR person. Similarly, paperwork would have been distributed around the building straight into the hands or onto the desks of employees. But in the modern workplace, these integral in-person roles have been supplemented by new ways of working.