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 available 2.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 time 2.Alert Registration. HR users can register to receive alerts via 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 Benefit Improved productivity through the automation of manual tasks Risk Users unable to think for themselves if a problem occurs Risk Mitigation Train on the process; leave a non-self service option available

Communication Benefit Improved communication will lead to higher overall user satisfaction Risk Some will perceive these tools as being too intrusive and reject them Risk Mitigation Allow for users to customize their interface/experience

Transparency Benefit Improved visibility will help uncover potential issues Risk Users 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 3 rd 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