Client Event November 2011
56
Rob Oehlers – Head of Account Management Welcome to the Natural History Museum Movember 2011
Transcript of Client Event November 2011
Rob Oehlers – Head of Account Management
Welcome to theNatural History Museum
Movember 2011
Agenda09:30 Welcome09:40 Managed Service Case Study10:15 New Employee integration with onboarding10:45 Break11:00 Working with Timesheets11:30 The power of the latest Ciphr features12:00 Lunch13:00 Ciphr Mobile13:30 Current Hot Topics in HR14:00 Update from the Service Desk14:20 Quiz14:30 Close14:40 Behind the scenes at Natural History Museum
Ciphr is going mobile#CiphrEvent
Managed ServicesSupporting HR
Grant TaylorHead of Managed Services
Introduction- Organisations under pressure to cut costs & improve efficiencies- HR instrumental in this on 2 levels:- for HR themselves- assisting the rest of the business
- HR need to make sure they are providing true value to their organisations
What do we mean by Managed Services?
desired focus
tran
sacti
onal
oper
ation
alst
rate
gic
curr
ent f
ocus
THE
HU
MA
N R
ES
OU
RC
ES
EN
VIR
ON
ME
NT
TECHNOLOGY
curr
ent f
ocus
desired focus
tran
sacti
onal
oper
ation
alst
rate
gic
THE
HU
MA
N R
ES
OU
RC
ES
EN
VIR
ON
ME
NT
TECHNOLOGY
The Issue
How to best use HR’s Resources?
OrganisationalCapability
Recruitment
Salary ReviewProcess
ExpenseManagement
Tribunals
MonitorStaff Training
AbsenceManagement
Retention
SalaryUpdates
ChangesFor Payroll
Manpower Planning
StaffingBudgets
HR Strategy
EmployeeChanges
InformingOthers
SystemHousekeeping
AbsenceCapture
ManagementInformation
CIP
focu
s
tran
sacti
onal
oper
ation
alst
rate
gic
THE
HU
MA
N R
ES
OU
RC
ES
EN
VIR
ON
ME
NT
TECHNOLOGY
OrganisationalCapability
Recruitment
Salary ReviewProcess
ExpenseManagement
Tribunals
MonitorStaff Training
AbsenceManagement
Retention
SalaryUpdates
ChangesFor Payroll
Manpower Planning
StaffingBudgets
HR Strategy
EmployeeChanges
InformingOthers
SystemHousekeeping
AbsenceCapture
ManagementInformation
your focus
CIP
focu
s
your focus
tran
sacti
onal
oper
ation
alst
rate
gic
THE
HU
MA
N R
ES
OU
RC
ES
EN
VIR
ON
ME
NT
TECHNOLOGY
OrganisationalCapability
Recruitment
Salary ReviewProcess
ExpenseManagement
Tribunals
MonitorStaff Training
AbsenceManagement
Retention
SalaryUpdates
ChangesFor Payroll
Manpower Planning
StaffingBudgets
HR Strategy
EmployeeChanges
InformingOthers
SystemHousekeeping
AbsenceCapture
ManagementInformation
Case study – KCOM Group- Communications Service provider- 2000 Employees- Complex business structure- 40 HR staff across the business
Managed Service for KCOM Group- Drivers for the managed service were:- Reduce manual admin to free up time for HR
Advisors to add more value at an operational level- Improve cost efficiencies- Provide opportunity for HR advisors to enhance own
personal development- Get more value out of Ciphr by using the experts at
CIP
#CiphrEvent
Something about Mary!- Mary was responsible for the regular HR MI reporting at KCOM- The majority of her time was spent creating, checking and distributing reports- CIP managed service worked with Mary to take on some of this responsibility- CIP now automatically distribute the less complex HR MI reports and help to create any new reports
Something about Mary!- Mary now able to add more value carrying out audits of the system, contributing to process improvements- which in turn:- adds more value to KCOM; and- enables Mary to utilise her knowledge and expertise
Other managed service tasks- Salary reviews- Bonus uploads- Importing of data- Notifications- Changes to Onboarding
Overall opinion“There was a little bit of pain to start, but we expected this during the testing phase. Generally, we are really pleased with the service. I have faith in the team’s availability and have built up a relationship over the years; also the team knows our business and system very well which helps.”
Plans for the future?“Pass more transactional work over. An ongoing review of our transactional activities and what other ones we can pass over; it’s ongoing assessment and value cycle.
Melanie HitchinGroup HR Services Manager
Examples of Managed Services tasks
- Regular uploads or bulk changes of data into Ciphr- Regular exports of data to other systems in your business- Creation and distribution of all staff related communications- System maintenance processes (eg annual holiday rollover)- Setup of further information fields & custom data categories- Creation and maintenance of notifications- Branding changes to Ciphr Net- Organisation structure changes- Creation and distribution of required HR MI- Small configuration changes
Other Aspects of Managed Services- Dedicated HR Business Consultant- 2 Full HR Process and System Reviews- Unlimited training at Marlow- Regular Managed Service activity review
Benefits of Managed Services- Better use of HR Resources
- Less time spent on low value transactional activity- Realigns focus on to high value strategic activity
- We have the expertise that is available- More cost effective- HR focussed on what they need to be doing- Reduce costs – increased efficiencies
Any Questions?
OnboardingA Positive New Employee Experience
Onboarding – what is it?- Employee Orientation- Organisational Socialisation- Employee Adjustment- Traditionally your ‘induction process’- Employee Engagement prior to start date- Your first contact with the ‘New employee’- Chance to give a positive first impression
Current process- New starter welcomed by a pack of documents- Sometimes the only contact prior to first day- A busy induction schedule for first few months- Orientation- Company policies & procedures- Product knowledge
- Can be very daunting- Slow route to becoming an effective employee- 22% of new starters leave in first 6 months
(CIPD Recruitment, Retention and Turnover Survey)
Why change?- It’s a generation thing – X, Y, Z - 1st impressions count- Make new starters more aware of- Your organisation- The culture - What to expect- Company policy
- Improved efficiencies in HR- Employees become effective sooner
#CiphrEvent
Case study – KCOM Group- Communications Service provider- 2000 Employees- Complex business structure
Why Onboarding for KCOM?
-Technology company that prides itself on the personal touch- Spend a lot of money, time and care recruiting good quality staff- However, felt that:- they lost contact/momentum after recruitment
process- the induction process was inefficient for both KCOM
HR and new employees
MyWelcome - Provides new employees an interactive portal that:- Reduces the admin burden on HR; - Improves the communication process;- Provides all the relevant information using
documentation, videos, PPT, etc- Captures missing information; - Takes advantage of their eagerness to learn;- Reduces the induction process; and- Gets new employees used to MyHR (Ciphr Net)
Summary
- Great user experience for New Employees- An effective way to share information to New Employees- Helps them become more effective and productive earlier- Helps manage compliance with policies- Streamlined and more effective process
Any Questions?
Ciphr TimesheetsIncrease the visibility of work activity
Does your organisation use timesheets?
How is it tracked?- With specialist timesheet software.- Via spreadsheets.- On paper forms.- Other- Not tracking yet. But would like to.
Why CIP has developed a timesheet module
- Customer demand- Current economic climate- Businesses looking inward to make improvements- Work force is a large part of expenditure- Alignment of workforce to organisational goals
Different Organisations. Similar Questions.
What are people
working on?
Are they the right
activities?
Can we reduce non
essential
work?
How can we become more
productive?
Could we be more
efficient?What is the true cost of
that activity?Ciphr Timesheets can provide the information
to help answer these questions
Key features & benefits- Streamlined end to end process- A secure portal. Accessible from anywhere- Quick and easy to use interface- Captures both time and work activity- Straight forward approval process - Streamlines overtime payments- Fully integrated with HR Data- Fully integrates will Payroll- All data can be analysed in MS Excel- Configurable to meet specific requirements
Timesheet additional options
- Manage ‘On Call’ payments- Manage payments for casual/hourly paid staff- Manage Flexitime- Track time against projects- Track time against clients- Track time against products and services
#CiphrEvent
Ciphr Timesheets could help you bring significant benefits to many areas in your organisation.
FinanceCost savings, Client Billing,
Capitalisation, Tax credits.
LeadershipGreater visibility
of workforce activity.
Workforce Alignment.
EmployeesQuick and easy
to submit accessible from
anywhere.
PayrollStreamline the
payment & approval
process. Reduce errors.
HRMonitor
Compliance to policy. Duty of
care.
Maybe another big
event in 2012?
The latest features•iCal• MS Outlook 2003, 2007,2010• Google• Thunderbird with Lightning Calendar• Mac OS iCal• Outlook Calendar on Mac OS
•Outlook 2007, 2010 show as “Out of Office”, others as “Busy”•Android does not automatically support .ics files•Blackberry does not support .ics files•Works for all absence codes•Reminder time is set to 1 day before
CalendarEntry.ics
The latest features•New Further Information Fields Bank Details, Employment Details, Equal Opps
•Enabled FI Fields in Ciphr NetDevelopment Needs, Job & Pay (including the Wizard)
•Ciphr Net Only FI FieldsObjectives, Reviews, Skills
•Up to 20 in Personal Details, 10 in all others•Browser Independence (BI), bank and employment details•Improved Global Who’s Off and Employee DirectoryAdded 6 months scrolling, advanced search
•Ciphr iRecruit Portal Integration#CiphrEvent
Cloud Computing•Possibly the biggest technological advance since the Internet•Who uses the cloud today?•Hotmail, Yahoo, Google Mail, Dropbox, LinkedIn, Microsoft Office, what else?•Why do we use the cloud?•Lower hardware costs, access anytime, anywhere, anyhow
Rob Oehlers – Head of Account Management
How do you connect?•PC/Laptop•SatNav•Games Consoles•Phones•Tablets•TV•Appliances•What next?
Rob Oehlers – Head of Account Management
What is driving change to cloud?•Windows is dying: 96% internet connection in 1996 dropping to 50% in 2011•By 2012 Gartner predicts 20% of businesses will not own any IT assets•People are more mobile•Greater access to mobile devices•User demand!
Rob Oehlers – Head of Account Management
#CiphrEvent
Why is Ciphr going mobile?•Growth of SaaS•HR dealing with people outside of traditional workspace•Easier & quicker to introduce new features•Better support model•Versionless•Security•Scalability•Integration•Flexibility
Rob Oehlers – Head of Account Management
More reasons to move to SaaS
•Web Service Integration•Onboarding•Timesheets•Expense On Demand•Ciphr iRecruit Total•Absence Manager•Online Payslips•And of course the new app
Rob Oehlers – Head of Account Management
#CiphrEvent
Hot Topics in HR•Use of social media in recruitment Reppler Twitjobsearch Ads by Google
•Working on the move HR Considerations
Service Desk Review 2011
• Review of 2011• Update on new support system• Plans for 2012
• 6,680 calls handled through the Service Desk in 2011 to date
• 37% of all queries resolved on the initial telephone call
• Another 55% of enquires resolved within 1 day
• New Team members have joined – Our latest recruit is Ben Underwood
Service Desk Review 2011
#CiphrEvent
New Service Desk SystemAn Enhanced Service Offering
• New Service Desk Support system – Service Level Agreement Management – The CIP Service Desk will be offering a more
efficient service to our clients – Live Chat - Leave a message" functionality converts messages received when agents are
not online into tickets– Every chat session is documented and can be stored under a specific service request
• Build a Knowledge Base for users and an FAQ for customers
– Provide customers 24X7 access to FAQ answers– Add resolutions manually or automatically to the Knowledge Base– Offers clients automatic resolution suggestions while they fill out a service request
• Support Portal launching soon...
Online Support Portal Launching Soon
With the Support Portal clients can expect the following –
• Submit service requests quickly and easily without the need to speak to an analyst• Can track previously submitted tickets• Can use the Knowledgebase of frequently asked questions• Time-saving access to information for clients • Automatic suggestions for issue resolution as client begin to enter the title of the service request – resolve issues without even raising a ticket / call reference number• Easy attachment of media files to enrich the content of the Knowledgebase item• Reports available on demand in various formats, including PDF and Excel spreadsheets detailing open calls / tickets
Client Support Portal
Mobile SupportRaise support queries on the
move! Support Analysts can send
resolutions when away from the office!
Any Questions?
Quiz1. What % of Businesses do Gartner predict will not own IT assets by
2012? 2. Which of the three activity levels will Managed Service allow you to
reduce? 3. The new Ciphr app will allow managers to approve… 4. Which recently nationalised bank has just been sold to Virgin Money? 5. On which planetary body do scientists think they have found evidence
of water? 6. Who is the most followed Twitter account? 7. What % of recruiters now check candidates social media profiles? 8. Name one of the five areas of your business that could benefit from
the new timesheet module. 9. What % of new starters leave in the first 6 months? 10. How many calls have the Service Desk handled year to date?
20%
TransactionalTime Off requests
Northern Rock (£747M)
EuropaLady Gaga
91%
Employees, HR, Payroll, Finance, Leadership
22%6,680
Tie Breaker• How many records in CIP SaaS environment• 127,610
What are you going to do?• As a result of what we have discussed or what
you have learnt, what action(s) are you going to take away?
