personalization – Workforce

Your time and attendance system does a vital job for the organization, keeping track of hours and saving managers time to do work that can’t be automated. But with so many software options to choose from, picking the right time and attendance management system for your organization can be complicated.

An HR technology expert spoke about what organizations should consider as they shop for a new time and attendance system.

Set guiding principles around time and attendance

Organizations must decide on these guiding principles before they seek out potential time and attendance management solutions, said Will Manuel, partner in Mercer’s Digital Practice. Questions to consider include:

Do we want to use one system for everything?
Do we want to use a system that can integrate with other HR or payroll software?
Do we want to allow mobile or something that can only be accessed onsite?

Further, an organization must understand what makes it unique, Manuel said. Its geography, industry, employee composition and unique business needs will determine what kind of time and attendance system and features will be the best fit. Time and attendance is a functional area of workforce management that varies much more depending on these factors than other areas of human capital management like performance management, he added.

The employee composition aspect is important because full-time salaried employees generally have different leave and vacation policies than hourly employees, he added. A time and attendance system must be able to account for the types of employees an organization has and the types of leave they have access to.

Also read: Leave management should be as simple as submit, approve and hit the beach

Manuel also suggested that organizations should decide where the time will be calculated. Will it be in the time and attendance system or will it be simply recorded in that system and then calculated through the integrated payroll software?

“For the hourly population, it becomes a lot more complicated, because you’re calculating it by hourly rates, which may factor things like overtime. The complexity of the calculator sometimes goes beyond the basic time and attendance system,” he said.

Integrate when possible

Organizations generally want to adopt a time and attendance management system that can integrate with payroll systems, Manuel said. This allows the company to access much more robust data and analytics. Also, “you can make much more informed decisions around productivity measures and cost of labor when they are integrated into more of a single system,” he said.

Also read: A technology integration is an intervention to dissolve common payroll errors

“That doesn’t doesn’t mean data cannot be fed from a standalone time and attendance system into an HCM system, which would be able to provide that more robust set of data, analytics and reporting. It just should not be assumed that can happen,” he added. “You have to understand what is the time system and its capabilities, and what is the HR or payroll system and its capabilities.”

As a guiding principle, one system that meets an organization’s requirements is better than using two systems, he said. But what it ultimately comes down to is the company’s unique use cases and if a single system can handle everything that is needed to support the business. Sometimes, multiple standalone systems will fit these needs better.

Growing trends in time and attendance

Labor forecasting is the major trend to keep an eye on in time and attendance management, Manual said. It helps guide managers by providing actionable insights on how to improve their scheduling.

There are also solutions that have come out to minimize flukes like payroll leakage and buddy punching, he added. “But it’s really the reporting and analytics that is what’s helping to differentiate the best in breed,” he said.

Look to your future needs, not just your present ones

One mistake organizations make when picking out a new software system is only considering their present needs, Manuel said. “They also need to look at where they think their workforce composition is going to be and what they may need three or five years down the road from now.”

The norm for time and attendance systems may change in the next few years, he added. Looking forward allows organizations to “see the picture beyond time and attendance and more the employee experience and what the [system] needs to support the business.”

The simple question to ask is, “Will my workforce composition be the same as today in three to five years?” If the answer is that it will look different, organizations should consider the ramifications of choosing the time and attendance system they chose.

The risks of picking a system that can’t adapt to your unique needs

Again, organizations should understand what makes them unique, and the right time and attendance system will be able to address these needs. It helps ensure there are no surprises, Manuel said.

“I’ve unfortunately seen it too often where something is selected, but it can’t configure to the handful of complex rules. And therefore [the organization] has to change the business to fit the time system as opposed to the time system supporting the business,” he added.

He gave the example of XYZ unions, for which there are a number of complex calculations based on factors like how long an employee has worked, what union they belong to and what their hourly rate is. Also, they may be working different shifts and have varying rates.

“Calculations can be pretty complex for certain groups, and you need to make sure that if you’ve got complex calculations, the system can handle it,” he said. “Don’t just assume that the system can handle it because somebody said it could. Assume that the system can handle it because somebody showed you it could handle it. Rely on ‘show me,’ not ‘tell me.’ ”

I recently had coffee with a benefits leader who is implementing a new technology platform for her organization’s employees and spouses. Her scenario is much like that of many of our clients: She works for a big organization with employees all over the United States and in many locations around the world. The company’s benefits and HR programs are complex — and getting more so as it seeks to meet the needs of different employee segments and an increasingly diverse population. Data is used for everything in the organization, and HR is catching up to the rest of the enterprise.

Their goal is to provide a better experience for employees, driven by data. Her team is looking at consolidating all benefits information from existing channels (including the intranet, external sites, vendor sites, email newsletters and more) into a personalized portal.

But she has a lingering concern: As we look to offer employees a highly personalized experience, do we unintentionally make it harder to access benefits information?

This is a critical question. Ease of access and ease of use need to be the highest priority if we are going to get the right people to use their benefits at the right time. It’s also an often-overlooked question when pursuing personalization. And it becomes even more important to consider when you’re using personalization and engagement to drive health strategy. Personalization is among large employers’ top health care initiatives for 2020, according to the National Business Group on Health’s latest survey. Some 26 percent of respondents said they plan to “implement an engagement platform that aggregates point solutions and pushes personalized communications to employees.”

That initiative follows employers’ top three strategies, which are largely focused on changing the health care experience: implementing virtual care solutions, a more focused strategy on high-cost claims, and expanding centers of excellence to include additional conditions.

So, why are personalized tools getting so much attention? Personalized portals and apps are good at doing several important things. They can serve up data-driven content, send just-in-time notifications, and help identify missed opportunities in a very relevant way. They can also deliver recommendations, which helps create the “Amazon” experience so many plan sponsors are looking for.

Amid all this incredible promise, it’s important to remember that these tools can deliver customized content only if and when people use them. By their nature, personalized tools have more access barriers, because all that personal information needs to be protected. It is easy to underestimate the amount of effort it takes to get people to engage frequently with even the most cutting-edge and appealing platforms. You must have a compelling reason to check anything out. You must have an even better reason to go back.

If you’re asking someone to download an app, authenticate with personal information, keep that app up to date, allow notifications, and go back to it frequently, is that actually easy? Each one of those action steps is a specific user behavior that has to be promoted and encouraged.

Think about when you log in to a website and have forgotten your password. Are you always motivated to track it down? Or do you file that for “do later” and move on to something else? We all have a lot of to-do’s and a lot of distractions — especially on our phones.

When you’re considering a personalized app or platform, you need to take into account the ease of access and the amount of resources you’ll need to drive ongoing use.

Of course, we have clever ways to encourage engagement. And this is where we can really use HR’s unique advantages.

First, we can make something so enticing that you can’t resist going there often. The best example of this that I’ve seen recently is a large retailer that puts their employee discount in their benefits engagement app. The only way they can use their discount is to have the app on their phones. You can bet all their employees are using that app.

You can also make the app so critical to an individual’s day-to-day job that using the platform becomes a de facto job requirement. Some large companies have built their HR apps to include core functions like scheduling and time tracking. If you have to use the app every day you work, it’s an ideal channel for serving up key benefits and HR reminders.

There is tremendous promise with personalization. But that promise can only be fulfilled if people have a good experience with personalized tools and use them frequently. It is our job to use all the tools we have to make that desirable — and most importantly, easy.

Tag: personalization

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