Self Service Paul Rains

1. Self ServicePaul Rains

2. Ice breaker – Any Line Wins!

3. Agenda • Why use Self Service? – process improvement. • Typical uses – ESS & MSS. • Taking it a stage further - workflow. • Data protection implications – processing data outside the EEA. • Security – techniques to make it more secure. • Accessibility – local intranet or www. • Barriers to success – cultural & technical challenges. • Business benefits – defining the business case.

4. Why use Self Service? Will it improve our processes?

5. The 80 / 20 rule 80% of all payroll issues are caused by defective processes, yet payroll takes 100% of the blame!

6. Payslip error analysis

7. Paper Form Can get lost. No validation. No mandatory authorisation. Cannot be forced to follow a rigid process. Not environmentally friendly. Web Form Cannot get lost Validation can be applied Always an electronic signature. Using workflow can be automated to follow a rigid process. Paper form v Web form

8. UK HR Directors say that - • By 2020 all transactional processes will be devolved to employees or the Line, or they will be outsourced.

9. How can Payroll add Value? • Improve process efficiency by: • Capturing data at source. • Publishing the completion of a form onto a web page. • Validating data upon input. • Automating a task that was previously done manually. • Eliminating tasks that a customer would not be willing to pay for. • Eliminating tasks that do not subsequently change the output.

10. Which of these tasks add value? • Input of Overtime into the payroll from a paper overtime claim form. • Issuing a duplicate P60. • Changing an employees bank details upon receipt of a change of bank paper form. • Keying in an employees sickness absence into the payroll system from a paper based absence return. • Issuing a manual payment to rectify an error with an employees pay. • Printing a P45 for a leaver.

11. Typical uses Making the best use of Self Service

12. Survey of 10 Companies

13. Employee Self Service (ESS)

14. Employee Self Service (ESS)

15. Manager Self Service (MSS)

16. Manager Self Service (MSS)

17. Taking it a stage further Workflow

18. Typical Payroll Workflow Processes

19. Intelligent workflow • Manage your service delivery effectively • Monitor the amount of WIP in the process cycle at any point in time • Identify bottle necks / delays in the process cycle • Escalate tasks that look like failing to meet service delivery KPI’s • Use as a tool to identify training needs • Use it for Benchmarking KPI’s

20. Publishing Information • Use Manager Self Service to: - • Provide information on company wide HR Metrics • Provide payroll costs for that cost centre. • Provide information to enable the manager to make an informed business decision. • As a reminder for up and coming long service awards / Increments / birthday rises / service related increases.

21. Data Protection Implications Principals and responsibilities

22. Data protection principals • Principal 4 • Responsibility to keep up information up to date. • Principal 7 • Training staff who process personal data. • When working offsite personal data must be secure. • Principal 8 • Accessing / processing personal data outside the European Economic Area.

23. Individual Rights • Right to have automated decision taking checked by a person.

24. Security Keeping your information safe

25. Passwords • Single sign on capability. • Password changing. • Password strength control. • Password history. • Account lock out..

26. Secure Architecture • Secure HTTP - SSL. • Secure privileges. • Encrypted password storage. • Encrypted password exchange. • Clear client memory. • SQL injection blocked. • Application pages expiry. • User activity tracking.

27. Secure Socket Layer The ‘s’ after the http denotes a secure site and data is encrypted The golden padlock also denotes that this is a secure site

28. Presentation Layer – Internet Explorer AJAX - HTML/DHTML/Java script/XML Network – LAN/WAN/VPN/Internet Protocol - TCP/IP – http & https Application Server – IIS/Dot Net framework 1.1 (Win 2000/2003) ASPX/XML/C# Web Service – ASMX/C# BI Tool - LogiXML Database Server – Oracle 9i/10g / SQL Server 2005 (any platform where chosen database works) ASP/VB/XML/C++ Services oriented architecture (SOA) – n-tier

29. Accessibility Local Intranet or the world wide web?

30. Intranet Suited to a single location or fixed multiple locations. The more traditional approach. Perceived as more secure. Internet Suited to global organisations or a mobile workforce. 24/7- any time any place access. No IT footprint. Multi lingual. Perceived as less secure. Intranet / Internet?

31. Secure Server deployment Users Users Users Web Server Firewall Web Server Web Server Database

32. Barriers to success Making change happen

33. Challenges - Technical • Data must be constantly kept up to date (particularly reporting structures). • Password resets. • User system training / queries. • Managing a high volume of ‘hits’ on a particular web page / form on a particular day. • Bandwidth.

34. Challenges - Culture • Managers resist change saying it will now take longer to process forms and they don’t have the time. • Some employees may not have access to a PC all the time. • Some employees not IT literate. • Employee’s / managers say- “why should I do HR / Payroll’s work for them”. • Getting people to use Self Service.

35. Business benefits Making a return on your investment

36. Benefits • Increase in data accuracy through validation. • Reduction in lost / late documents. • Reduction in paper. • Reduction in storage space / costs. • Reduction in the Payroll department of the time spent on general administrative tasks. • Allows Payroll to focus on strategic / value adding activities. • Visibility of exactly where a document / information is within the process cycle.

37. Business Case ROI 2 years!

38. In Summary • SELF SERVICE • = • LESS TIME SPENT ON ADMIN TASKS • MORE TIME SPEND ON STRATEGIC TASKS • = • PAYROLL ADDING VALUE TO THE BUSINESS

39. Any Questions Paul Rains – Transact HR Ltd Email - paul.rains@transacthr.co.uk