Utilizing New Technologies of Today to Create Self-Service Models for Tomorrow

Agenda

1. Self-Service Defined

2. Technology Trends

3. Example Uses in Mobility

4. Benefits & Risks

5. Recommendations

Self-Service Defined

• A Standard Definition:– Customers produce services without the help of a

service employee• ATM• Self Check-Out Lanes

• A Global Mobility Definition:– Relocating employees or their stakeholders can

manage portions of the relocation without the help of a mobility professional• Online reporting• Online expense submission

Technology Trends

Four trends have created an environment where self-service solutions are easier to deploy and more successful than ever before

1. “Consumerization” of Technology

2. Focus on User Experience

3. IT as a Partner

4. Cloud Computing

“Consumerization” of Technology

Office-Orientated Computing• Software supports business productivity• Devices are not customized to the user• No universal methods for connecting

devices outside of a network

• Consumers push computing to mobile• Devices equipped with features that

enhance the user experience• Universal protocols available to connect

devices anywhere in the world

Consumer-Orientated Computing

Focus on User Experience

Business Process Focused• Goal is to minimize the amount of time

a user spends doing a task• Value measured in the cost savings and

headcount reduction

• Goal is to make it intuitive and simple for a user to complete a task

• Value measured in the customer satisfaction ratings

User Experience Focused

IT as a Partner

IT is a Service Provider• Knowledge gap between the IT

“Experts” and “The Business” • IT helps executes a business strategy

but is typically not involved in creating it

• Adoption of consumer technologies closes knowledge gap between IT and business stakeholders

• IT staff are embedded in business functions and help create the strategy instead of just executing it

IT is a Business Partner

Cloud Computing

On-Premise Software Solutions• Systems run on company-owned servers

and are costly to maintain• Software is highly customized and

requires a large team to maintain• Projects are usually “Buy the Farm”

• Systems run in the cloud and require companies to pay a subscription fee to use

• Software is highly customizable• Projects are usually “By the Drink”

Cloud-Based Software Solutions

Example Uses in Mobility

Self-service technologies improve convenience, communication, and transparency for relocating employees and stakeholders

1. Improved Convenience through process automation

2. Improved Communication through collaboration

3. Improved Transparency through the visibility of data

Convenience(for relocating employees)

Requirement: Relocating employees must provide required information

Example Solutions: 1. Traveler Tracking. Employees have the option to have their

whereabouts tracked automatically via GPS vs. having to complete a web-based tax calendar

2. Document Signature. Documents that must be signed during the relocation process can be done online using electronic signature

Convenience(for stakeholders)

Requirement: Stakeholders must specify benefits for their relocating employees

Example Solutions: 1. Manager Self-Initiation. A hiring manager can submit an

initiation request form at any time that gets routed to HR for review

2. Input Delegation. An initiator can elect to delegate the input of certain fields (cost center, dependent ages, etc…) to others as they are completing the form

3. Core/Flex Support. A company offering a core/flex policy can have their employees select flex benefits online with the ability for HR to add or subtract points

Communication(for relocating employees)

Requirement: Relocating employees must be able to work closely with others to help make decisions throughout the process

Example Solutions: 1. Digital Journal. An employee can record video clips of each

potential new home, store them in a digital journal, and then ‘share’ them with a spouse or contact.

2. Calendar Integration. Employees can view the calendar availability of service providers and book appointments on their calendars completely online

3. Video Streaming. Employees can interact with a relocation counselor using real-time video streaming tools such as Face Time or Skype

Communication(for stakeholders)

Requirement: Stakeholders must work with a team to ensure the success of a relocation

Example Solutions: 1. Candidate Selection. HR functions such as talent management

are able to contribute input into the candidate selection process

2. Social Networking. Social networking tools are used to allow stakeholders to collaborate on a VIP move

3. CRM. Interactions between stakeholders are facilitated using CRM software tools

Transparency(for relocating employees)

Requirement: Relocating employees must be kept informed of what is coming and what can be useful for them

Example Solutions: 1. Shipment Tracking. The exact GPS location of an employee’s HHG

shipment is tracked and made available2. Digital Marketplace. Employees can use an online digital

marketplace to find discounts on services that are not being provided by their employer

3. Relocation Project Plan. An interactive, online project plan allows the employee to know exactly what to expect on their relocation or assignment

Transparency(for stakeholders)

Requirement: Stakeholders must be kept informed of the health of the overall current and future relocations

Example Solutions: 1. Dashboards. Online dashboards display important metrics and

can be customized at any time2. Alert Registration. HR users can register to receive alerts via

email or text when a condition has been met for a transferee they are “following”

3. Cost Projections. Online cost projection tools can calculate anticipated costs in real-time even for complicated international assignments

Benefits & Risks

While there are clear benefits of improved convenience, communication, and transparency, there are also risks that must be acknowledged and mitigated.

Convenience

BenefitImproved productivity

through the automation of manual tasks

RiskUsers unable to think

for themselves if a problem occurs

Risk Mitigation

Train on the process; leave a non-self service

option available

Communication

BenefitImproved

communication will lead to higher overall

user satisfaction

RiskSome will perceive

these tools as being too intrusive and reject

them

Risk Mitigation

Allow for users to customize their

interface/experience

Transparency

BenefitImproved visibility will help uncover potential

issues

RiskUsers may misinterpret

data and not see the forest through the trees

Risk Mitigation

Only show what is needed at the time; provide reference

guides

Recommendations

1. Define your Problem Statement– Determine your pain points today and let that drive where you focus first– Chose areas that can have a measurable impact on customer satisfaction,

revenue, or cost savings

2. Understand Customer Needs– Interview each user type to gather input– Conduct Voice of the Customer (VOC) studies

3. Share your Business Case with IT partners – If you outsource to a 3rd party today, present these as opportunities for them

to improve their standard offering– If you insource, try and work with your IT department as a partner instead of a

provider