Human-Centered Services HR and Pay Data

Transcript:Human-Centered Services HR and Pay Data:
Human-Centered Services HR and Pay Data Modernization Human Capital Management Public Service and Procurement Canada July 2024 WHY HUMAN-CENTERED SERVICES MATTER Employees are profoundly impacted by unresolved pay-related issues. HR and Pay services must be precise, timely, and transparent: Designing good services reduce operational costs, improve the productivity of our processes and user experience. 2 Key Benefits Key Features Human-centered Efficient transactions Minimal interactions Empathy-driven Reduced operational costs Improved productivity Good user experience Increased user trust TO HR AND PAY Bad service experience: Asking for the same information multiple times, unclear deadlines or process, requiring additional follow-ups, etc. Good service experience: Timely transactions, clear processes and expectations, anticipated standards of service met. 3 TAKING A SERVICE-BASED APPROACH Understand user behaviour Create solutions to meet their needs Invisible services where possible Measure and adjust Align with GC Digital Ambitions & Digital Standards It’s all about me I understand what my next steps are I can change my personal info in one place I can see the status of all my cases I am notified of any changes I have a voice and my input is valued I can view my employment history I get the help I need, when I need it HUMAN-CENTERED – GC ALIGNMENT Minister of Citizens’ Services Mandate Focus on Citizen-Centric Service Design Enhance Digital Service Accessibility and Integration Service Excellence across Government Services The Government of Canada's Digital Ambition Improve the Service Experience of All Clients Assess Gaps in the Digital Service Experience Policy on Service and Digital User-Centric Digital Transformation Digital Accessibility and Inclusivity Continuous Improvement and User Feedback 4 5 From January – March 2024 we: Conducted a rapid analysis on current user experience landscape in HR and Pay Identified 5 key challenges and presented to senior leadership Scoped out opportunities for cross-functional collaboration within HR and Pay Established partnership with OCHRO’s Research and Experimentation Team WHAT’S BEEN DONE TO DATE CURRENT CHALLENGES Gap in Human-Centered Design, comprehensive understanding of user groups within the HR-to-Pay processes 2 3 1 The user should be at the centre of every decision. People are profoundly impacted by unresolved pay-related issues and our process lacks the user-centric perspective 6 5 KEY CHALLENGES IDENTIFIED Current processes demand excessive effort 2 3 1 Employees lack visibility into case statuses Failing to submit transactions on time 4 Data on HR and Pay is decentralized 5 User pain points and insights lack validation