Explore the Possibilities - Willis Towers Watson · Q&A 1. towerswatson.com 2 © 2013 Towers...

© 2013 Towers Watson. All rights reserved.

Explore the Possibilities 2013 HR Service Delivery Forum

Panel Discussion: Tier Zero — What’s Possible Today and the Vision for Tomorrow

© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. towerswatson.com

Agenda

Overview of TW perspective on Tier Zero

Background for each panelist

Q&A

1 1 1


The new Tier Zero

Personalized and targeted content by

location, role, or career cycle

(Employees, Managers, HR Service

Center, HR Professionals, New Hire)

Enhanced navigation and search to

improve findability

Social and multi-media enabled

Mobile/tablet ready

Available 24/7 from work or home

Access to HR via online inquiry

or chat

2


The new Tier Zero

Beyond centralized information repository and gateway to HR apps

Guides and prompts

Educates

Connects

Action oriented

Centered on most common employee requests

Integrated content and data across multiple platforms, e.g.,

Basic total rewards overview exposed in the portal layer

Career development and wellness progress displayed in dashboard

Social profiles imported from external source to internal employee profile

Job descriptions and classes connected to career planning tools

3


The new Tier Zero

Integrated with Tier 1+ activities

Employee view of case history

Service center/HR managed content in direct response to employees’ needs

Comments and ratings for FAQs

Resource for internal HR content

— Knowledge sharing

— HR metrics

Ability to emulate employee view in tier zero

Multi-source analytics and reporting to track issues trends

Decentralized content management to immediately respond to those

trends

Full audit and archive to keep content compliant

4


Tier Zero and Total Rewards

5

Generate attention, create understanding, build engagement,

align the experience with the EVP, inform decisions, drive action

Links/prompts for online transactions

Links /prompts to take action

Modeling tools

Online forms

Online informational content

FAQs

Life/work events

Personalized total reward data

Videos/interactive media

Alerts/promos

Stories/testimonials

Message driven content style

Integrated messaging to

align perceived value with actual value

Easy-to-use tools and resources to help employees gain the most value

from what the organization provides

Easy access to general and personalized information about Total Rewards to ensure employees know what the organization provides

and how to use/participate

UNDERSTAND

MANAGE & OPTIMIZE

VALUE


Tier Zero at Intuit

About Intuit

Started small in 1983 with Quicken personal finance software. Today we’ve

improved the lives of more than 50 million people

— TurboTax

— QuickBooks

— Quicken

Approaching $4 billion annual revenue

8,000 employees, ~18,000 workers including partners and contingent labor in

peak season

5 countries — in all 4 regions

Shared Services, with global service center — remote workforce

Key Challenge: “Workforce Care” initiative seeking to create seamless

experiences across our various functional “shared services” teams beyond

HR (like IT, Finance, Facilities, etc.) and across our vendor partners who

serve our workforce

6


Tier Zero at Intuit: Current state

Undergoing redesign

Improve overall employee experience

Encourage more self-service

Create a manageable model for intranet platform

Upgrade portal experience to help users “do” through process

orchestration across multiple enterprise applications — beyond content

Service Center very successful — now need to minimize calls through

more effective self-service

Highlights

Already integrated with chat

Initial “experiments” with redesign successful

Employees can search “agent” knowledge base through practice of

Knowledge Centered Support (KCS)

7


Tier Zero at Intuit: Current state

Pain Points

Employees can’t find what they need online

Not accessible outside of the network

Not all HR content on the same portal

8


Tier Zero at Tesoro

About Tesoro

Independent refiner and marketer of petroleum products

Fortune 150 company and one of the largest independent refining and

marketing companies in the Western United States

7 refineries

1,200 branded retail stations: Tesoro®, Shell® and USA Gasoline™

Over 5,000 employees — hourly workforce is largest % of population

All benefits outsourced with no centralized internal service center

Key Challenge: Being able to reach out to, and effectively engage,

multiple diverse employee populations at the same time we are dealing

with things like compliance with the Affordable Care Act, integration of

newly acquired assets, and retaining key talent — requiring a targeted

and well-thought-out communication strategy

9


Tier Zero at Tesoro: Current state

Launching new HR Portal in May

Easy access for all employees 24/7

All things HR in one place

Up next: integration with online total rewards statement — August 2013

Highlights

Pulling HR information together in one place to make it quicker and easier for

employees to find information and get answers to their questions

Supporting key HR initiatives (e.g., Wellness)

Highlighting Tesoro employee value proposition

10


Tier Zero at Tesoro: Current state

Pain Points

Internal resources to maintain information to keep the site current and

fresh

Single Sign On technology to allow more of a seamless experience for

employees

IT support to solve security and access issues

11


Questions

12 12 12

© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. towerswatson.com 13 13

Today’s presenters

13

David Reed

Intuit

Director, Workforce Care

[email protected]

Susan Sanders

Sr. Consultant

[email protected]

415-733-4255

Rob Patterson

Tesoro Companies, Inc.

Managing Director, Compensation &

Benefits

[email protected]

Explore the Possibilities - Willis Towers Watson · Q&A 1. towerswatson.com 2 © 2013 Towers...

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