Articles by Peter Alkema

Mobile communications with your employees can use many different formats. A previous article  discussed 3 of these; SMS, App on Device and USSD. A fourth option is the mobile format website or .mobi which many companies use very effectively to reach their external markets with products and services through a very flexible mobile channel. The benefit of .mobi is that it renders not only on...Full Article »

It's virtually guaranteed that your employees can already surf the internet, chat with their friends, network on social media or do their banking on their mobile phones. So why do they have to log on to their PC to access the HR tools and systems they need to manage their employment? Why is it that the technology inside an organization lags networking and mobile platforms in the social...Full Article »

HR self-service systems that are used by employees in large organizations need to be intuitive and user-friendly. This is because employees won’t be using them enough to build up sufficient skill to navigate the complex screens. Operational areas that support HR processes use back office HR systems more than 90 percent of the time so it is cost effective to train extensively and users...Full Article »

In previous articles, we looked at the five-pillar framework for how technology can support customer centric HR Shared Services. Mobile technology has also become a key enabler of new and convenient channels for self service HR processes. A further area in which technology can play a significant role is the reduction of costs through automation of processes. This article considers two aspects...Full Article »

The last installment in our series on the five pillars of HR service delivery covers the technology that delivers self-service transactions and information to its users. Without self-service systems in place, employees have to phone the call center or trigger a manual process to get something done or query data about their remuneration.  Many self-service HR systems allow users to customize...Full Article »

We are busy discussing each pillar of the HR Technology service delivery model to understand how a shared services environment can deliver better customer service with greater efficiencies by leveraging its investment in technology. Pillar #1: Portal – see this article Pillar #2: Knowledge Base – see this article Pillar #3: Acquisition – see this article Pillar #4: Self Service...Full Article »

The previous article discussed portals and the knowledge base in layman's terms to convey the role they play in the five-pillar service delivery model. Previously we have summarized this model and the checklist it provides for heads of operations and IT in HR departments who desire to focus their tech assets and resources on better customer service delivery. Pillar #1: Portal Pillar #2:...Full Article »

The first two articles in this column discussed the technology components that are critical in an HR Shared Services environment. The 5 pillar service delivery model provided an accessible framework for understanding the challenges facing technology in this area. This month, we review these major building blocks but focus on understanding what they are, how they work and how they fit together....Full Article »

In part I , we considered the five-pillar HR service delivery model as a means to focus HR technology investment on customer expectations and group various HR technology offerings within a meaningful model: Pillar #1: Portal Pillar #2: Knowledge Base Pillar #3: Acquisition Pillar #4: Self Service Pillar #5: Case Management Using this model helps assess requirements and opportunities for HRT to...Full Article »

This new column on HRIQ will examine human resource technology issues in the HR world of a medium to large enterprise. Leading edge thought pieces will showcase in a practical and accessible format, how technology can be used to deliver value-adding HR services. World class delivery depends on successfully enabling HR functions with technology to deliver value to the bottom line for an...Full Article »