Automating HR Service Delivery to Augment (not replace) Human Resources

As more and more organizations turn to an automated HR Service Delivery platform to assist with the handling of their human resources; companies need to assure their employees that these systems are useful and to their benefit – and that person-to-person communication is always an option as well. HR provides many important core functions to an organization - from payroll processing and benefits administration - to recruitment and career advice. And when these services are delivered to larger corporate entities, they become known as an HR Service Delivery Solution.

The human resources site HRZone.com describes two main types of HR service delivery; the traditional model of ‘generalist’ HR staff revolves around a central team that will provide key services and handle the needs of line managers, employees and senior staff; and the second model that is increasingly gaining traction, is Ulrich’s three-legged model approach of HR service delivery - HR business partners, HR centers of expertise and shared HR services. Commonly-cited benefits include a greater ability for HR to be strategic, and a self-service delivery model wherein employees use portals to access and input the information they need, and can find answers to their questions.

Companies integrate automated HR service delivery systems into their infrastructures for a number of business reasons including cost savings through automation, consistency of communications and processes, and anytime/anyplace accessibility of information to employees; but organizations must be cognizant of keeping the ‘human’ in human resources. In other words, these systems are meant to handle and augment a great deal of service delivery – not completely replace human interaction.

Liz Ryan, founder and CEO of Human Workplace an HR consulting firm, explains in 'Putting HUMAN Back in Human Resources,' "HR is a human function, not a mechanical one. The benefit plans and compensation schemes and the rest of the HR Crank are just ways to make sure that your team is equipped and well-cared-for enough to connect to their power source at work. The true work of HR is below the waterline, the hard and patient work of moving energy and opening up a culture to trust and creativity, collaboration and the job of winning important races together. That's not even a job; it's a calling. Does your organization deserve anything less?"