] COREY PEARSON [ ASUG INSTALLATION MEMBER MEMBER SINCE: 2008 CHAVONE JACOBS [ ASUG INSTALLATION MEMBER MEMBER SINCE: 2003 ALLAN FISHER [ ASUG INSTALLATION MEMBER MEMBER SINCE: 2008 Enabling Technology: EIC and On Line Forms Joanne Hronowski Canada Post Corporation

Real Experience. Real Advantage. [ My Team - On Line HR Forms

Real Experience. Real Advantage. [ On Line HR Forms – Value Proposition  Traditionally, managing people has required the use of paper and s. It can be time-consuming for a Team Lead to communicate employee movement and life events to HR.  Once forms are received in HR they are often inaccurate or incomplete.  HR expends a great deal of manual effort managing incoming paper and addressing issues of missing information.  “My Team” site existed but had limited offerings and limited use. The HR Forms Online Forms Centre was developed as part of the AccessHR Shared Services project to facilitate communication.

Real Experience. Real Advantage. [ On Line HR Forms  My Team On Line forms:  Unpaid LOA >30 Days form  Return from Unpaid LOA >30 Days form  Work Schedule Change form  Shorten Acting Assignment form  Employee Movement form NOTE: Hire and Termination actions require field Human Resources involvement and are communicated via direct case creation to EIC.

Real Experience. Real Advantage. [ On Line HR Forms (cont)  Most of these forms are Adobe Interactive Forms.  Parts of the form are pre-populated from SAP, ensuring accuracy and easing completion.  Drop-down menus and calendars are available for key fields.  Mandatory fields ensure more complete information.  To access My Team, the user must:  Be either a People Manager or a Supervisor (SAP role)  Have a valid Canada Post address

Real Experience. Real Advantage. [ On Line HR Forms (cont)  Post-Submission:  Saved forms automatically generate an EIC case.  Each case is automatically assigned to the correct team in AccessHR (i.e. LOA, Employee Movement Within, etc)  The form is attached to the EIC case.  An is sent to originator with:  A confirmation of receipt of the request  An EIC case number  A copy of the submitted form

Real Experience. Real Advantage. [ Sample on-line form Unpaid LOA > 30 days Information required:  Employee ID  Leave Start Date  Employee Region (selected from drop down menu)  Type of Leave (selected from drop down menu)

Real Experience. Real Advantage. [ Additional My Team Functionality  Pay Simulation Tool for Supervisors  A Payroll simulation tool within My Team was made available that allows a Team Lead to identify and correct--prior to the final payroll run– time related pay errors that could cause incorrect pay cheques to be issued.

Real Experience. Real Advantage. [ 9 My Team On Line HR Form success  105,160 hits on the My Team site to September  Increase in HR forms available:  ROE request form for term employees  Home Address Update form that feeds directly to IT 0006 (no manual intervention).  Quota Update Request form

Real Experience. Real Advantage. [ Employee Interaction Centre (EIC)

Real Experience. Real Advantage. [ 11 EIC – Value Proposition TechnologyNeed for a robust and dependable system to facilitate work assignment, tracking and reporting. Case management tool must meet the needs of the AccessHR Contact Centre and the Transaction Centre. ServiceNeed to meet customer expectations by developing and adhering to SLAs for case management. PeopleAccessHR work teams are geographically dispersed.

Real Experience. Real Advantage. [ Key Features of EIC Employee SearchEase of caller identification and authentication InboxCase management within work teams Repository for case related documentation BF CapabilityAbility to place a case on hold and identify a date where the case should again become active (reminder) Daily ReportingDaily reporting developed within SAP (BW) Ability to track against SLAs Escalation of cases that are beyond the SLA date. Custom reports developed to align with Corporate priorities. Bulk case creationBulk creation of cases from a template (excel worksheet) Links to SAP and other applications SAP (PA 20) Knowledge Management system CRA and other websites

Real Experience. Real Advantage. [ Four Distinct EIC Case Types Contact Centre InteractionResolved on the phone and closed immediately. Tracks an employee's interaction with the Contact Centre. ActivityCreated by agents when an issue is not resolved during the initial phone conversation. Transaction Centre TransactionCreated from incoming work, reports in bulk or from activity records for execution of SAP transactions. Secure TransactionCreated by the Transaction Centre. These cases house detail of confidential transactions such as garnishments and terminations. Differentiate case origin (phone call, on line form, etc) Encourages ownership Limit access to sensitive information (by EIC role)

Real Experience. Real Advantage. [ EIC Users GroupRoleResponsibility Contact CentreDirect UsersProvides “first point of contact” for employee enquiries Transaction CentreDirect UsersExecute HR related business processes (such as those related to Employee Movement, Payroll, Benefits) Field HRDirect UsersUse the Portal to create on-line forms to communicate employee movement, automatically creating an EIC case Create cases directly in EIC where no on-line form exists Can track and view their case Team LeadsIndirect UserUse the Portal to create on-line forms to communicate employee movement, automatically creating an EIC case

Real Experience. Real Advantage. [ Landscape of an EIC Case Header Overview: Case # SLA date, Description Priority Status Category/Sub-Category, Incoming Mode Notes: Date Time stamp Userid Cannot delete or change case notes Partners and Follow up: Employee Assigned-To Employee Assigned-To Centre Created By Follow-Up to create linked cases SLA date (auto populated) Bring Forward (BF) Date Related documents: Copy of on-line form Case related documents/forms

Real Experience. Real Advantage. [ EIC volumes For a typical 2 week period:

Real Experience. Real Advantage. [ EIC success  Allows ready access to case related information to the AccessHR Contact Centre for employee enquiries.  HR transactions track against SLA to ensure timely input to SAP.  Facilitates “load levelling” of transactional work to make best use of available resources.  Team metrics developed based on EIC case information.

Real Experience. Real Advantage. [ 18 ]  Thank you for participating.