HR Employee Self-Service (Ultimate Guide - 2023)
Effective internal communication is integral to strengthening employee engagement and satisfaction. It helps build a positive work environment for employees wanting to work and thrive. Also, employee engagement is viewed as a lever to avoid the fear of attrition and drive employee loyalty. This is a critical aspect of operational resilience, where organizations must respect this outlook and provide a template for employees to engage and gain confidence in their actions.
An HRIS employee self-service system nurtures the growing demand of employers to make internal communication flexible and convenient for their employees.
New findings by the University of Florida College of Journalism and Communications discovered that internal communications strengthen employee organizational engagement. The study further emphasized the need to understand employee attitudes to manage satisfaction and engagement thoroughly.
To achieve this organizational objective, an employee self-service ESS portal can deliver a competitive advantage for organizations to work with data, enabling them to personalize employee experience and drive real-world business values.
Let’s explore the significance of the human resource information system ESS here in this article.
Challenges of HR-employee support
High-quality manager and employee support need HR leaders to prioritize real-time information delivery. But to deliver more effective and efficient HR-employee support, it is essential to rise above the challenges that bog down HR efficiency.
HR leaders need digital self-service and HRIS employee self-service, where employees can fetch critical and simple forms of information. But, service delivery and functional resilience are not always top-notch. Some strategic differences ensue and increase HR challenges. What are they?
Too many contact channels for first-contact resolution
First-contact resolution is always desirable across every touchpoint. Just as the customer service best practice aims at resolving issues in just one call, workplace ethics are also no different. This tends to force companies to implement multiple channels such as voice calls, SMS, social media channels, and emails to raise issues.
This is, however, linked to making things complicated and impacting FCR.
The 2014-2019 Gartner Effortless Experience Survey shows that FCR declines with the number of channels a company adds.
Say a request is coming from a particular channel like a live chat; the same request may arrive through messaging feeds on Twitter or other social media channels, considering a customer being impatient. This makes establishing the context for the same issue complex, thus delaying the resolution time.
Contrary to this, a self-assisted digital channel can help accelerate the resolution rate of FCR in a single interaction journey.
No single pane of glass or data visibility
If an organization plays around with the traditional model, it is more of a scenario where necessary data is amiss.
Let’s not forget, though, that HR data analytics provides visibility into transactional data, and it is only about the final decision about user interactions.
Data is entirely missing about what is happening before, during, and after each request, thus, denying the opportunity to improve future impacts.
Overwhelming information repositories for self-service
Digital self-service systems aim to provide information at the fingertips. But, it fails to make information easily navigable with information overload and tends to confuse and frustrate users.
Say a user wants a piece of information related to the leave application policy, where he needs to know ‘how many paid leaves he can get for sickness?’
If the related information is not to the point and it returns multiple repositories that give various conditions for sick leave applications, it does not solve the problem. Instead, a user is likelier to connect with the HR personnel to solve the issue.
What is an HRIS employee self-service?
An HRIS employee self-service is an employee-HR support tool that allows employees and HR to accelerate the pace of service delivery and functional resilience through easy accessibility of information and the ability to auto-resolve HR-related tasks.
As the very first quest of a Human Resource Information System is to provide HR-related information so that every employee can perform the necessary tasks without the intervention of an HR associate, thus reducing HR workloads and increasing efficiency in the tasks that otherwise need HR assistance and time.
With a self-service HRIS, it is easier for employees/managers to update their personal information to the HRIS system, fetch payroll information, and submit leave applications and reimbursements.
In a modern work culture, an HRIS platform is essential to level up employee expectations and improve their workplace experience.
What can you do with ESS HRIS?
An ESS HRIS platform provides ample opportunities to accomplish tasks dependent on the HR department.
Here are what your employees can do with a self-service HRIS platform.
Self-update personal information
There is no longer waiting for the HR to free themselves and update important employee information in the HR system.
For example, a new hire may miss her attendance for several days, given she is not given access to the time and attendance portal. Without waiting for HR to update those missed days in the timesheet and fearing the pay cuts, it is easy to take control of her attendance management and update it and feel relaxed.
Easy access to company resources
An HR often needs to take time out for an induction session to give a clear idea about company policy and possible workplace culture overview. A self-service ESS makes it easy to fetch all the important information from the portal and reduces the time of delivery.
Give full control of essential information.
HRIS employee self-service system provides flexibility for employees to get views of their payslips, payroll, and income tax information. The need to wait for weeks or months is over as the self-service portal makes the task easy.
Leave management and approvals.
Gone are the days when a lot of paperwork happened for applying for leaves, which also entails TL’s signature for approval. HRIS removes these mundane workflows and brings speed to the whole process of applying for leaves and getting approvals. A quick and real-time notification escalates when the leave application is registered in the portal to help simplify approvals.
Benefits enrollment and expense management
What if your HR personnel needs to fill out the benefits enrollment for your employees? There won’t be timely disbursal of corporate credit card payments and other employee reimbursements, such as internet or voice call connectivity costs. Instead of relying on HR to fill up the necessary information, let your employees do these conveniently and get paid on time through the HRIS portal.
Appraisal & performance management
HRIS provides tools and workflows to track and evaluate employee performance with ease and greater visibility. The workflows help monitor feedback on the completion of the project and simplify evaluation and appraisal management, which also help provide satisfactory business outcomes with retention 一 and not attrition.
Notifications and reminders
There is less scope for your employees to miss important messages and steps to adhere to company policy. Whether for feedback submission on specific project experiences or taking charge of critical operations, HRIS notifications and reminders work in real-time to move the work ahead.
Round-the-clock HR information
It is frustrating and irritating when HR must show up to deliver what your employees want. Critical information on taxes, leave policies, or salary slips can be just a click away on the HRIS portal. However, employees wait longer when HR information needs to be digitized, leading to manual processes.
What are the essential tools to maximize the use of the ESS platform?
Time & Attendance
In the age of a hybrid work ecosystem, there is no need to pay for a separate time and attendance system. A cloud-native HRIS system easily enables time and attendance.
Knowledge base
All essential HR documents or data can conveniently house on the self-service employee portal to provide access to important HR information anytime. Also, the knowledge base can improve self-help capabilities.
Content publishing for recruitment
HRIS platform allows for publishing recruitment drive messages to be synced with several platforms such as social media channels and emails. Any information collected across these channels drops at the HR portal and accelerates recruitment flows.
Application Tracking System
In a more sophisticated HRIS platform, an application tracking system is an added advantage to automate recruitment. Real-time notifications or alerts get triggered when an application is received.
Live chat or agent handover
Employee self-service can solve user queries seamlessly with a live chat or agent handover feature. When a live chat exhausts, an automatic transfer to an agent works wonders for employees.
How to reduce employee self-service abandonment?
Even though a company has an HRIS system, employees are less likely to use it, given the existing challenges in HR-employee support (refer to challenges of HR-employee support section in this article). However, you can apply multiple valuable ways to improve self-service adoption.
Promote HRIS adoption
Make self-service HRIS resources more meaningful.
Reduce the chances of returning search results that are answers to so many similar keywords or queries. Make sure a response to ‘how to file tax for the current Assessment Year 2023-2024 using company details such as a salary slip or other documents must be related to precisely what it means, not those resources that also guide tax filing for previous years.
Another way to improve self-search more meaningful is to refine search results for keywords or queries based on intent without targeting verbatim search.
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Say a user searches for a leave request; the self-service portal must be programmed to detect the intent and provide results for ‘paid time off or PTO.
HRIS platforms can be more convenient and flexible for users by integrating conversational AI virtual assistants such as Workativ.
Workativ uses the power of Generative AI to harness the properties of large language models to make knowledge search more specific by tagging metadata in the database to retrieve information semantically correct to help improve hr-employee support interactions.
Connect with Workativ Sales Experts to learn about opportunities to improve HR-Emplyoyee support with a generative AI-powered self-service HRIS portal.
Harness deep data analytics to personalize the employee experience.
To improve employee interaction with the HR management tool, derive data just as companies do to enhance customer experience.
You can tap into transactional data, such as employee interaction data, based on the number of tickets an employee raises, issue-related service requests, and agent involvement.
Based on analytics, you can personalize services. Say, if an employee complains about a computer that frequently faces a ‘non-responsive’ problem, you can take care of this issue and offer a permanent solution.
Workativ offers dashboard analytics for details into logins and bot sessions, and o look for errors, and suggest improvement.
With ongoing improvement across HR activities, employees are more interested in self-service portals.
Benefits of employee self-service HRIS
Companies can benefit their employees and HR professionals with myriads of features on an HRIS self-service portal.
No intermediary support is needed.
With a self-service portal, employees become independent and empowered to search for HR information and accomplish many mundane tasks, such as getting approval for PTO without running after junior to senior HR associates.
Streamlined HR information for dispersed departments
In a time of hybrid work environment, when no one’s schedule is similar, one could struggle to find HR information easily.
Say, your HR chooses to work from home on a particular day just when your employee needs critical information on company policies for leaves. As HR is not present at the office, the interaction may move across several touchpoints from HR associates to senior HR before it can reach the Head of People.
Employee self-service removes all these agonies from employee interaction and streamlines information to be easily accessible at the fingertips. ates.
Convenient employee support
The ability to self-update employee information is a convenient way to update personal information in the portal. One of the best use cases of this feature is to update payroll information.
If an HR associate misses out on this critical task, a new hire experience could be unpleasant if that employee's salary gets credited late. There are more such ways to maximize the HRIS self-service portal.
Anytime, anywhere access
No matter where your employees are, self-service is accessible 24x7 via cloud-native portals. Allow your employees to create profiles and access the system anytime and anywhere.
Faster resolution of HR issues
Mundane HR processes slowly subside as employee self-service takes over them. Tasks like employee onboarding, approval of leaves, and administrative tasks need hours or days to complete. Self-service eliminates the process chaos and speeds up the outcomes.
Employee data compliance and management
ESS platforms keep employee data secure with end-to-end encryption. With fewer chances of employee data leakages, critical information such as any employee illness history, salary, or residential information remains secure; thus, companies can maintain data compliance and prevent workplace data security violations for their employees.
Cost reduction
Employee self-service HRIS removes the need to deploy multiple channels to address employee issues.
As a result, you would only have one integrated and centralized channel to address user complaints, which has less cost implication for your budget.
For example, employees can ask a question in the ESS for either auto-resolution or agent help, which dramatically reduces first-contact resolution time and brings FCR costs to $0.10 per call from $8.01 on average when not using assisted digital services. ( This cost reduction calculation is based on findings from Gartner's 2019 Customer Service and Support Leaders Poll.)
Increased productivity and efficiency
HR teams can save time by not performing mundane work processes. On the other hand, auto-resolution of employee queries frees up more time for HR to focus on critical tasks.
In addition, announcements in the HRIS system about time-offs and schedules are convenient to improve pay management and restrict no-call-no-shows chances. As a result, both HR and employees get time to improve their productivity and efficiency.
Streamlined recruitment and onboarding
There are no longer back-and-forth email interactions to ask the right candidate for an interview process or test assignment. Integrating ATS makes it easy to connect with the right candidate, walk her through all the necessary steps, and finally pull the right talent. In addition to it, the onboarding would be less stressful, starting from handing over essential company resources to the new hire to getting her to sign the agreement document 一 all through HR automation.
To make the onboarding process even more convenient and faster, Workativ allows HR chatbot integration for tools like BambooHR, SAP SuccessFactors, and many other platforms to facilitate new hire onboarding through app workflow automation seamlessly.
Improved employee-HR relation
ESS provides enough benefits to streamline all critical HR processes, including
As a result, the employee-HR relationship improves. It is a good sign for organizational growth that promises long-term employee retention and cost reduction.
What is Workativ's advantage?
Workativ help today’s organizations move out of critical business challenges related to people’s issues through HR support automation. ESS provides opportunities to transform the way employees work.
However, an embedded ESS portal inside an HRIS system encompasses some critical modules. Employees with limited knowledge about the portal are less likely to use it and seek HR assistance more frequently, which predominantly increases the HR workload.
This is where Workativ offers a seamless option for organizations to translate HR support into a differentiated employee experience. Workativ’s conversational AI virtual assistant allows app workflow automation for any HRIS systems you have and seamlessly automates HR support.
With the chatbot integration for your HR software, you can automate many mundane tasks, such as,
Your employees can auto-resolve these common HR issues through a familiar collaborative channel like Slack or MS Teams, and there is no extra effort to drive your employees to self-service adoption.
The bonus is Workativ VA uses a Hybrid NLU Knowledge Search, which improves the speed of knowledge search and accuracy by combining the power of conversational AI and Generative AI or large language models. As a result, employee productivity can see an incredible increase.
Conclusion
The current work environment is volatile and unpredictable.
It is time for organizations to focus on improving HR operations that promise cost reduction, talent management, workplace efficiency, and business success.
Leveraging an employee self-service system helps deliver improvements and makes employee interaction seamless.
Additionally, Workativ makes workplace support faster and simpler and brings a change to HR operations in the most frictionless manner.
Want to know more about employee self-service as a conversational AI chatbot for your HR platform? Book a demo today.
FAQs about employee self-service HRIS
How to facilitate HRIS employee self-service widespread adoption?
Conversational AI chatbot seamlessly syncs with a familiar channel like MS Teams or Slack, making self-service faster and simpler. Workativ enables you to create app workflow automation and offers solutions for every mundane workplace query.
Can third-party virtual assistants complement HRIS ESS?
Yes, a third-party virtual assistant can interact with your existing HR platform and allow you to create app workflows for HR use cases. Since a chatbot syncs with a collaboration channel, you can access self-service through a mobile device.??
How to make ESS HRIS more responsive and optimized?
Conversational AI is a convenient way to make ESS HRIS more responsive and optimized. However, Workativ uses both conversational AI and generative AI to deliver accurate responses for almost every NLP query.?
Is there a live chat in a third-party chatbot for HRIS ESS?
Yes, building your live chat function for HR support is easier. Workativ’s agent handover chatbot quickly carries forward the conversation without repeating the case history, yet finds a solution.?
Want to know more about employee self-service as a conversational AI chatbot for your HR platform??Book a demo today.