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NOVEMBER, 2017

PAYROLL
HR

The Pilgrimage of Self-Service Technology

With Thanksgiving a week away, we’re reminded of the Pilgrims sailing across the Atlantic aboard the Mayflower. We all know their purpose in coming to the Americas, and we all know they struggled to survive when they first settled in the New World. It wasn’t until the Native Americans taught them how to grow corn, where to find fish, and how to cultivate other resources in the area that the Pilgrims managed to survive.

Learning how to be self-sufficient is a lesson businesses today can learn from. With the development of self-service technology in Human Resources, companies can regain control of their HCM processes. Let’s take a look at the pilgrimage of self-service technology over the years and why it’s important now more than ever.

A New World Of Technology

Self-service technology was in its infancy in the early 1990s with the use of automated telephone systems. The birth of the internet then ushered in a whole wave of new technology with office productivity suites and on-premise software that gave companies the power to take self-service to a whole new level.

In 2000, the Cedar 2000 Human Resources Self Service Survey reported about 15 percent of organizations were early adopters of the technology. By 2005, that percentage had jumped to over 50 percent; in 2010, adoption of self-service technology in the workplace was at 90 percent. In the span of about twenty years, self-service technology revolutionized the way workforce management processes were handled.

There once was a time when HR was dependent on their IT departments, but they have now found a way to leverage the technology and resources at their disposal. HR has finally learned to “grow their own corn” so to speak.

The 1990s

Self-service technology was in its infancy in the early 1990s with the use of automated telephone systems. The birth of the internet would soon take self-service to a whole new level.

1

2000-2010

With office productivity suites and on-premise software, 15% of organizations were adopting self-service technology with that number jumping to 90% by 2010.

2

2012-Today

With the industry-wide adoption of SMAC (social, mobile, analytics, and cloud) tech, the future of self-service technology lies with a focus on the employee experience and a personal touch.

3

The 1990s

Self-service technology was in its infancy in the early 1990s with the use of automated telephone systems. The birth of the internet would soon take self-service to a whole new level.

1

2000-2010

With office productivity suites and on-premise software, 15% of organizations were adopting self-service technology with that number jumping to 90% by 2010.

2

2012-Today

With the industry-wide adoption of SMAC (social, mobile, analytics, and cloud) tech, the future of self-service technology lies with a focus on the employee experience and a personal touch.

3

The Evolution of Self-Service

In 2012, it became apparent that self-service in Human Resources was bringing forth a new era of workforce technology, mainly due in part to the industry-wide adoption of SMAC (social, mobile, analytics and cloud) tech. Legacy HR software is slowly but surely dying out, as many companies are switching to cloud technology. It can’t be denied - cloud technology is the future of HR, and self-service is a big part of the reason.

Why has self-service technology played such a huge role in this evolution? This generation of business culture can be summed up in one word: instant. The days of middle-men are numbered, and the idea of having to pass through so many levels of management is frankly becoming outdated. People want direct, instant access to their information and their assets. If you can check your bank account balance and credit score on your phone, why not your pay history and benefits information?

Today, self-service helps improve the lives of HR managers and employees alike. It’s no longer good enough for HR technology to be functional - it needs to be user-friendly, easy to use, and supported by a team of people qualified to help managers and administrators with their needs. The same goes for self-serve technology. Managers and employees have the power to access information as well as perform tasks that would normally fall to an HR professional to handle. A more proactive workforce management promotes more employee engagement and satisfaction, which in turn saves time and money.

The Future of Self-Service

So what does the future hold for self-service? Today’s workforce has become more employee-centric, with a focus on the employee experience. Let’s take a look at some trends that are shaping the future of self-service technology:

Mobile by Choice

Mobile isn’t simply the device of choice with Millennials. People of all ages are choosing their smartphone over their desktop or laptop. Self-service technology must be mobile-friendly and optimized for the best possible user experience to achieve maximum engagement.

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Design in Mind

In the same vein of the user experience, self-service technology is taking a page from B2C applications with its interface. If an employee can’t have the same experience in a self-service app as they would when shopping on their mobile device, they won’t see the value.

A Personal Touch

Over 78% of consumers will only engage offers if they have been personalized to in their previous engagements with a brand. People want their experiences and access to information tailored to their specific needs. They expect the same experience when interacting with HR personnel and managers at work.

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Safe and Secure

As more and more transactions are conducted online, it’s important now more than ever that HR and self-service technologies maintain the highest security standards to protect sensitive information.

Best Behavior

It’s important to have access to analytics that give you insight into how your business is performing. Don’t discount user behavior analytics with self-service technology. This type of information can give you valuable metrics into how employees actually engage with the self-service app, what they like about it, and what they don’t like. This knowledge can be used to create a better user experience, which in turn strengthens employee satisfaction and company culture.

Breaking Bread With Technology

At the end of the day, your company needs a system that’s functional, usable, and intuitive. It also needs to have communication capabilities with other platforms your company uses. If you haven’t implemented a self-service platform in your business’s everyday workforce tasks, we would highly advise you demo a system just to get a better idea of how it can improve productivity and efficiency.

Remember, the Pilgrims only thrived due to the Native American’s teaching them self-sufficiency; self-service technology offers the same freedom when it comes to managing your team. And even though self-service tech has come a long way since the early 1990s, the sky’s the limit in terms of how it can continue to better the lives of managers and employees in the modern world.

How APS Can Help

APS provides cloud-based solutions for Core HR and Payroll processes to provide organizations with the technology the need to be more productive and efficient. Our self-service technology for employees and managers makes it easier for HR managers to delegate responsibility while maintaining accountability. By maintaining a vision of unified systems that make human capital management nearly effortless, we support our clients in their growth and success.

To learn more, please visit our website at www.apspayroll.com or call 855-945-7921.

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