Feeling Human Resources @ Ground Zero

Why Focus on Transactional HR?
Have we ever wondered on how did that strategy or policy we spent umpteen hours creating, discussing, debating and deploying – actually help the Associate working at Ground Zero in the organization? OR – did that associate even get to know about it in the first place? We Human Resource professionals spend huge chunks of our time developing HR models that at best mean to be employee centric. In spite of all these efforts, the rubber meets the road when:

• An HR Head gets a payroll query!
• For resolution of payroll queries, employees go to vendor ‘A', for car lease to vendor ‘B' for retrials to vendor ‘C' … and then finally to HR!
• When HR Managers come from an OD meeting and find themselves foxed with employees writing to the top management regarding their HR queries not being resolved!
• An employee feels that his PF and Gratuity related queries are no one's babies ‐ only God can answer those!

We also spend another large chunk of our professional time just trying to gauge how effective these actually are – trying to measure "employee satisfaction" ‐ caught in this vicious "make evaluate" circle! However, the cookie crumbles when it comes to ensuring how these policies and strategies are actually felt at the ground level in the day‐to‐day professional life of the organization's micro nerve centre – the employee. Gauging the effectiveness of the roll out of such initiatives at the employee's level actually boils down to transaction management of four main areas in HRIS:

• Payroll transactions and queries
• Benefits related queries (retrials, perquisites etc.)
• HR policy related queries
• Employee Database related queries

The Practice
This transactional service converges together superlative technology, thorough HR expertise, detailed, predictive metrics and analyses and a heartfelt customer service – to create for your employee – our end customer – an experience of personal gratification. In our experience, an employee query, which used to take at least 4 days to get answered earlier, now, would take not more than 10 minutes to get resolved! We have turned around Employee SAT Scores from53% to 88% within a span of 6 months. 3 Feeling Human Resources @ Ground Zero
Today, we at PeopleStrong, resolve queries for more than 50,000 for our clients' employees…it really makes us feel that HR does speak at ground zero!
Another myth that remains to be shattered is that generation of an error free pay slip followed by a physical helpdesk with an accountant ‐ would actually put a smile on the employee's face. Nothing could be further from the truth! What will put the employee under a ‘no dissatisfaction' zone is an online and phone based ‐ 365 days a year – service. This is how we experience Client Delight – and also the joy of shattering this myth!