How to Improve HR Service Delivery with Fewer

How to Improve HR Service Delivery with Fewer Resources and Lower Costs The Multi-Tier Approach

Presenting Today Kelvin Lovely Business Process Consultant Enwisen

Agenda • Multi-Tier Approach to HR Service Delivery ü The approach ü The technology road ü Proven results • 5 Steps to HR Shared Service Success • About Enwisen and Q&A

Why Are Employers Moving to a New Model of HR Service Delivery? More with less without sacrificing quality Maximize “fix” investments Fund initiatives Get transformation on track Re-align talent mix

Why the Multi-Tier Model? Organizations with multi-tier HR service delivery spend an average 20% less per employee for HR Service Delivery; high performers up to 50% less * From Gartner Group’s “Leverage a Multitier HR Service Delivery Model to Improve Efficiency” - October 2008

How it Works Today in Most Organizations Time / $$s to for HR Staff T 0: Portal 5% 0 Mins Pennies 15 Mins $15 per 25 Mins $35 per 2 HRS $130 per T 1: CSRs Employee Retiree Spouse Applicant 50% T 2: SMEs 30% T 3: Who You Know 15% ** Metric estimated by the Help Desk Institute, Forrester Research Knowledge Cost Moving resolution up Tiers reduces operating cost Channel’s They Are Using GOAL: Move knowledge up the Tiers Who’s Contacting HR?

Applying the Multi-Tiered Approach Tal Gartn ent er: is s Tod p a adm of its endin y’s HR inis time g 70 -80 tra % tiv on et ask s Gartner KPIs: High Performers Enwisen Customers 80% - 90% 1 st call resolution higher call volume with fewer reps 6% in as little as 6 months

You Can’t Get There Without Enabling Technologies Onboarding Source: Cedar. Crestone

A Closer Look at the Key Components Portal Unification and SSO Personalized, Searchable Knowledgebase (Policies, Benefits, Decision Support, Compliance, Total Rewards) Onboarding Orchestration Self-Service Integration & Enablement HR Case Management

Flexible Roadmap for All Phases of HR Transformation Portal that isn’t getting used? Personalized, Searchable Knowledgebase will drive Tier 0 Onboarding Orchestration Self-Service Integration & Enablement HR Case Management

A Consumer Grade Experience

Why Most Corporate Portals Have Not Fulfilled Promise • Not fully integrated to your corporate environment or transactional systems • Search is not comprehensive • Not highly-personalized • Not intuitive – only provides basic information vs. value-add • Does not match the users’ consumer-grade experience (i. e. Amazon)

Flexible Roadmap for All Phases of HR Transformation Portal Unification and SSO Personalized, Searchable Knowledgebase will reduce calls to HR Shared Services Onboarding Orchestration Poor usage of self-service solutions? HR Case Management

Results … • Average 4, 000 contacts per week • Average 3, 000 MSS transactions per month – 80%+ live in SAP within 1 business day • Average 13, 000 portal visits weekly – 30% from non-Company computers – Kiosks at Plants • Hitting Service Level Agreements: – 30 seconds or less Avg Speed to Answer – 60% First Call Resolution – 70% First Day Resolution • Driving Customer Satisfaction higher, quarter after quarter – Fewer “Disappointed/Very Dissappointed” – Driving “Satisfied” to “Very Satisfied”

Flexible Roadmap for All Phases of HR Transformation Portal Unification and SSO Personalized, Searchable Knowledgebase (Policies, Benefits, Decision Support, Compliance, Total Rewards) Onboarding Orchestration Self-Service Integration & Enablement Poor 1 st call resolution? Too many reps handling lower number of calls?

Flexible Roadmap for All Phases of HR Transformation Portal Unification and SSO Personalized, Searchable Knowledgebase (Policies, Benefits, Decision Support, Compliance, Total Rewards) Just beginning transformation? New-Hire COE with Onboarding Orchestration Self-Service Integration & Enablement HR Case Management

A New HR Service Delivery Model IS the Most Strategic HR Project • WILL do “more with less” – 20 -50% hard-dollar reduction in HR Service Delivery costs – Labor arbitrage • Fixing HR Service Delivery NOW can self-fund other projects – Talent and dollars • WIN-WIN – How often does HR get a chance to save dollars & reduce resources while actually improving employee service? ? ?

Proven Results • 78% CSRs originally budgeted • Reduced annual hard-dollar cost per employee by almost ½ • 40, 000 hits per month per 12, 000 ees – 70% factory floor • 93% first-call resolution • 50% fewer CSRs originally budgeted • 13. 5 seconds to find answer • 90%+ Tier 0 response • 6% Tier 2 escalation after 6 months • Saving $3. 5 M annually • Reduced annual service delivery chargeback to $80

Agenda • Multi-Tier Approach to HR Service Delivery ü The approach ü The technology road ü Proven results • 5 Steps to HR Shared Service Success • About Enwisen and Q&A

Dare to Dream • Create a vision that address your problem statement • Your vision should address both short and long term issues in your organization

Do Your Homework • Benchmark – Other HR Shared Service Centers – Internal Shared Services • Know your current operation – Assess current operations – The Good, The Bad and The Ugly

Get Buy-In from the Top • Have a clear bottom line impact • Develop your business case • Identify the cultural implications of the change • Have well defined goals

Don’t Live in the Past • Map your process to your vision • Develop systems requirements as you map • Identify technologies that support your vision

Communicate, Communicate • Know what you want to be when you grow up – Develop a management and staffing philosophy • Create a marketing and communication plan • Keep your promises: – Say what you mean and mean what you say

Agenda • Multi-Tier Approach to HR Service Delivery ü The approach ü The technology road ü Proven results • 5 Steps to HR Shared Service Success • About Enwisen and Q&A

Enwisen is the Leading Vendor of Saa. S-Based HR Service Delivery Solutions Enwisen Helps Employers Provide Better HR Service Delivery with Fewer Resources and Lower Costs.

Enwisen Kicks Saa. S Consumer Products & Retail Healthcare Financial / Insurance Media & Entertainment Manufacturing Public Sector / Higher Ed / Utilities High Tech / Telecom Staffing / Consulting / Logistics / Legal

Want to Learn More? • Look for an for email from wcook@enwisen-HR. com to request follow-up materials • Upcoming webinars and events: www. enwisen. com – Employee Engagement at Kellogg – February 22 • IQPC: HRSS Summit – Orlando, FL – May 14 -16 –Special discounts for Friends of Enwisen – check our website!