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Human Resources (HR) plays a pivotal role in shaping an organization’s success. Why? Because that’s where your employee journey starts. According to Forbes, organizations that focus on overall employee engagement deliver three times more revenue per employee, have 40% lower workforce turnover and 15% higher productivity.

HR service delivery, in particular, is a critical component of HR that directly impacts both employees and the overall efficiency of an organization. Done well, it can provide great advantages such as process automation, advanced employee analytics and workspace management that can help companies stay on top of things like compensation discrepancies, learning and development, and succession planning.

More than an Employee Portal: The Evolution of HR Service Delivery

HR service delivery has come a long way from its traditional roots, today the HR landscape is marked by digital transformation. Self-service employee portals that connect a multitude of backend support systems and content with artificial intelligence to create a seamless employee experience are not just the future of HR service delivery; they are happening now. According to a study done in 2022 by the Society for Human Resource Management, 1 in 4 organizations reported using automation or AI to support HR related activities. A major driver of this evolution is the need to meet the changing expectations of a diverse and dynamic workforce, especially workforces that skew younger which will be the majority of them in the not-so-distant future. According to Forbes, Millennials and GenZ already make up 38 percent of the global workforce. By 2030 that number is expected to rise to 58 percent. Millennials and GenZers are used to self-service experiences, whether accessing resources at work or shopping for the latest and greatest online.

But, worker preferences are not the only evolutionary driver. According to same study by SHRM, 85 percent of employers using automation or AI said it saves time or increases efficiency. Digital transformations that help automate HR processes are undertaken because of the need to reduce errors, get better data about employees, optimize use of HR professionals, and overall achieve a greater degree of efficiency within an organization. With benefits of digital transformation for both business and employee, it’s no wonder HR departments are leaving the filing cabinets behind them.

What An Employee-First Approach Looks Like

One of the central tenets of modern HR service delivery is an employee-first approach. This approach is all about understanding the employee journey and providing tools and services that make employees’ lives easier and more fulfilling, which in turn drives value for the whole organization and increases the likelihood of hitting company goals.

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Here are some key aspects of an employee-first approach:


Self-Service Portals

Employees can access HR services and information at their convenience through user-friendly portals. This reduces the administrative burden on HR and empowers employees to manage their own HR-related tasks.


Automation of repetitive HR processes, such as leave requests, benefits enrollment, and onboarding, not only saves time but also reduces errors, ensuring a smoother experience for employees and reduced risk for the company.

Mobile Accessibility

The ability to access HR services via mobile devices ensures employees can engage with HR on-the-go, fostering flexibility and convenience.


Tailoring HR services to individual employee needs and preferences creates a more engaging and relevant experience. It makes the most important information and tasks easier to find and complete.

Benefits of an Employee-First HR Service Delivery

While putting the employee first in the HR experience certainly benefits the employees, it’s not just about them.

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There are numerous benefits enterprise-wide that cannot be ignored:


Improved Employee Satisfaction

When employees can easily access and manage HR-related tasks, they experience less frustration and more satisfaction with their workplace.

Improved Customer Satisfaction

Research results have repeatedly demonstrated that improved employee experiences have a positive impact on customer experience and business outcomes, especially with employees that work directly with customers.

Time and Cost Savings

Automation of HR processes reduces the administrative workload, freeing HR professionals to focus on more strategic and value-add activities.

Compliance and Accuracy

Streamlined HR service delivery helps ensure compliance with employment laws and regulations, reducing the risk of errors and penalties.

Data-Driven Decision Making

Modern HR service delivery platforms often come with analytics capabilities, allowing HR teams to make data-driven decisions that benefit both employees and the organization.

Enhanced Recruitment and Onboarding

A smooth and efficient onboarding process sets the tone for a positive employee experience and can help retain top talent.

Consider This Before Getting Started on Your HR Digital Transformation

As much as everyone wishes digital transformation was as easy as asking Alexa to “add bread to your grocery list,” it isn’t as simple as organizations hope. In fact, according to a Forbes assessment, the risk of failure in digital transformation can be as much as 84 percent. Research by McKinsey, BCG, KMPG and Bain & Company placed the risk of failure between 70 and 95 percent.

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That said, making sure you consider some of the major pitfalls prior to starting your effort could significantly reduce your effort’s risk of failure. Here are some considerations:


Data Security

Safeguarding sensitive employee data is paramount, and organizations must ensure robust security measures that comply with all applicable data privacy regulations are in place.


Seamless integration with existing HR systems and processes is crucial for a smooth transition to modern HR service delivery.

Change Management

Employees and HR teams need time to adapt to new systems and processes, so effective change management is key.

Our Unique Approach to Digital HR Service Transformations

At Veracity, we take the time to understand the total experience—basically anything impacting your employee experience and your bottom line. We help you prioritize your employees across your HR service offerings by prioritizing them in all our services.

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Some of our services include:


Digital Maturity and Business Model Assessments

Veracity will evaluate your organization’s digital maturity from a variety of different criteria: executive support for digital initiatives, team resourcing, culture, relationship management between business and IT, customer experience, support of sales and service touchpoints and technology sophistication.

Total Experience Strategy or Service Design

We’ll define a holistic strategy formed on people, process and technology that benefits everyone involved with your organization—including customers, employees, users, and partners, so your business can deliver all-around exceptional experiences.

People Insights and Data Transformation

Veracity helps unlock the power of your attitudinal and behavioral data to gain valuable insights to understand motivations, inform decisions and propel your transformation.

Enterprise Architecture Strategy and Re-Platforming

We take a comprehensive approach to technology redesign and migration. We start by assessing your current digital state, then work with your team to define and develop your future digital footprint that minimizes cost and reduces legacy risks and inefficiencies.

Digital Acceleration Toolkits

Veracity helps you develop adaptable and reusable digital assets that can be used by internal and external developers and designers to quickly create new digital products and initiatives.

And more…

For a full list of our digital transformation services, visit our website.

A History of Client Successes

Veracity has employed our unique approach for creating employee-first HR Service digital transformations on behalf of many clients. Every organization’s journey is unique, and digital transformation is not a one-size-fits-all effort. Some businesses look to redefine and reuse existing technology; others are hoping to invest in something new and integrate it with existing systems. For example, a global consulting and project solution client needed help assessing new technologies for their employees. Leveraging user-research and insights, Veracity delivered a comprehensive future state ecosystem and service design strategy for this company’s transformation that empowered them to meet their goals. See the full case study, here.

Employees, Not Just Processes

HR service delivery is more than a set of processes. It’s about harnessing the right technology to create a more efficient, personalized, and employee-centric HR experience. When done right, it can lead to a happier workforce, increased productivity, and a more successful organization. And in today’s world of rising workforce costs and decreased employee satisfaction, building a strong foundation for your employee experience with first-class HR Service design is a great place to start to drive value for your company.

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