Self-Service HR Functions Reduces HR's Workload

Six out of 10 companies participating in Towers Perrin’s HR Service Delivery Survey credit Web-based employee self service for reducing HR’s administrative workload. Similarly, nearly half of the 200 participants give a nod to manager self-service for a similar effect.

The growth in the use of the Web to deliver HR services is most apparent in the employee self-service arena, where 90% of respondents provide access to Web-based 401(k) information and transactions, and 73% offer online annual benefit enrollment. Further, by the end of 2004, nearly 90% will offer online enrollment, with half making the Web the only enrollment option.

The distribution of information has also benefited, as companies are increasingly using Web-based self-service to provide employees with more information about their benefits, including tools to help them select the best health plan, doctor and/or hospital for their needs. Further, by 2004, more than 90% of respondents will allow employees to view HR policies online and 89% will let employees change their personal data on the Web compared to 66% in 2003.

Towers also sees addition by subtraction with many companies able to eliminate other HR service delivery “channels”, such as voice response systems and paper-based transactions, and putting the money saved toward productivity improvements. “This shifting of administrative and transactional work to self-service frees HR professionals from mundane tasks and allows them to focus on opportunities to add value to the organization on a strategic level,” said Thomas Keebler , a Towers Perrin Principal.

The survey was conducted via the Internetin the first quarter of 2003. To participate in the 2004 HR Service Delivery Survey, companies can visit www.tphrscsurvey.com and choose the Questions/Comments option from the menu bar.