Yesterday we began to talk with Andrea Couto, senior director, Solutions Consulting at PeopleDoc about the results of our Case Management Survey: How Organizations Deal with Employee Complaints, Questions, and Requests, which was sponsored by PeopleDoc. Today, we give you the conclusion of that discussion.
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Handling HR Processes
BLR: We asked how various HR processes were handled. Discipline, termination, complaints, and mentoring were found most likely to be handled manually. In the survey, more actions were handled manually than by software or by a combination of manual and software, and even fewer actions were handled by software alone.
Andrea: From PeopleDoc’s experience, we see the same. When HR is dealing with sensitive issues like disciplinary actions and terminations—whether they are voluntary or involuntary—they want to put a level of automation into the process. So, with disciplinary actions, we see customers adding in forms to initiate an overall disciplinary action “Process with Tasks” that remind managers to check in, say every 30 days, to work with the employee to course-correct unwanted behavior.
With terminations, we see customers automating an “offboarding” process with tasks to “deprovision” equipment, complete an exit interview, conduct the HR-employee discussion before departure, etc.
And as part of the ticket, there is an audit trail associated with what happened/what was captured each step of the way.
Accessing the Employee Complaint System
BLR: As for how employees access the system, the most common methods for accepting complaints are “in person” (80%) and “e-mail” (79%), followed by “phone” (68%), and “written note” (63%). Less than one-half of respondents (45%) use a form, and only about one-quarter (24%) feature access to the system by a mobile device. Presumably, though, most phones can send e-mail, so perhaps that figure is misleading.
Andrea: We see the same with our PeopleDoc customers. Because complaints are sensitive topics, HR shared services teams are typically structured with a team handling Tier 1 and Tier 2 requests such as questions around benefits and payroll, but Tier 3 issues, like complaints, require consultation from HR, legal, and people managers. So that there is a full audit trail that can be attached to the employee’s digital file, our customers typically track the entire complaint within the PeopleDoc Case Management tool. We have the ability to track internal comments separately to accommodate the necessary audit trail.
