Pratigya Sharma

Learning Summary

Getting Personal with Employee Self-Service

Employee benefits constitute a $1.8 trillion market, greater than the gross domestic product of
many countries. Employers must educate employees as to the true value of their benefits, both
monetary and service related. Doing so is not only cost-effective but also critical to employee
retention and motivation. Accuracy and access to this information can actually make a difference
in terms of an employee staying with or leaving a company.

Employee Self-Service (ESS) Options

Today’s employees need a self-service repository of valuable, reliable and relevant HR

information—presented in a familiar vernacular— that they can access via the Internet,
corporate portals and/or call centers. Their knowledge gathering experience must be
consumerized; that is, it must be user friendly and efficient, offering personalized, accurate
answers.

The knowledge component of ESS is the most important piece of the benefits puzzle. In fact,
99% of all HR Web activity involves the search for accurate, current information, whereas only
1% involves transactions. Consider the value added to the HR experience by an intelligent
knowledge base—a sophisticated Web-based communication application that transforms
company plans and policies into actionable, personalized results for each employee in the
enterprise.

Wells Fargo in ESS

This case shows how the use of ESS eased the challenges faced during a merger with Norwest
Corporation. With no central repository of employee benefits and corporate HR information
available, with the increased training needs of HR service representatives apparent and with a
deadline fast approaching, that challenge was formidable. Therefore, he search for a knowledge
base solution began.
Pratigya Sharma

Four requirements were set:

The knowledge-base system had to capture and manage a vast amount of information.

The system had to significantly reduce training time for HR service center reps and, ultimately,
for employees.

The long-term strategy was to deploy an ESS solution. The system had to be Web-ready for
self-service and call center deployment while preserving the current call center environment.

Wells Fargo wanted to take control of the project implementation. They wanted to understand
the system thoroughly, to maximize their return on investment.

Success Example: Wells Fargo used to take six to nine weeks to train a new customer service
rep. With the inclusion of a Web-based communication application in its call center, the
organization has dramatically cut this training period and stands to reduce overall costs.

Helping Employees by Defining Employer Expectations

Today’s ESS knowledge base can house information on critical matters from sexual harassment
policies, discrimination policies, drug and smoking policies, dress codes and travel policies.
They may also contain guidelines regarding sick leave, tardiness, vacation scheduling and other
practical matters, as well as procedures regarding compensation, performance evaluation and
promotions. HR professionals agree that every employer who wants a productive workplace
should provide such information via some sort of handbook. Employment law experts also tout
the benefits of a handbook with an eye toward limiting an organization’s liability.

The E-Workforce: Helping Telecommuters Tap In

Telecommuting, for example, has been proven by businesses to be helpful to employees,

particularly in reducing stress and absenteeism. It also helps employers by improving
productivity. And currently, during Covid lockdown it is proved to being more useful than
ever. Telecommuting, for example, has been proven by businesses to be helpful to employees,
particularly in reducing stress and absenteeism. It also helps employers by improving
productivity.
Pratigya Sharma

Communicating Is Key

 Web-based communication information must be consumerized. Employees in the

workplace deserve to be serviced like shoppers on the Net. It is now a necessity to
provide your employees with a speedy, personalized Web experience. If it is not
personalized, it will add little value. And if it is not efficient, it will be ignored.
 In knowledge transfer and employee education, it is important to use the company’s own
lingo. People need to be addressed in a familiar language they can readily understand or
they will tune out.
 ESS options should remain flexible. Internet access is becoming more critical and
corporate portals options abound. Call centers remain vital, especially for employees such
as floor workers who do not have daily Internet access.

Nepali Context Application

Most organizations in Nepal still use traditional method for communication and knowledge-
based system for employees is rarely seen. But organizations are moving into IT based
structures slowly but there is no assurance that they would use it for ESS or not. But the
situation Nepali organizations are currently facing has forced them to move into IT for
communication and tasks as well. This may be a start towards something good.
Organizations would now finally realize the importance of having innovative ways to
communicate; and look into web based HR systems like ESS.