HR Service Delivery: Models And Best Practices

The modern workplace thrives on flexibility. From organizational shifts to cultural changes, the HR department is constantly toiling to meet the ever-evolving needs of employees.

But is it working? Let’s see.

75% of surveyed leaders are overwhelmed by growing job responsibilities. These roadblocks are not limited to HR managers. Another 50% of employees reported spending more time looking for documents than on their actual work, while more than 67% think constant calls and meetings are a waste of time.

These changes naturally demand more from the organization to keep up with the employees' expectations and refine how HR services are delivered. An appropriate HR service delivery system could not only create on-demand personalized HR content but also help companies remain ahead of the competition.

Join us as we explore the concept of HR delivery, its models and some industry best practices.

What is HR Service Delivery?

HR service delivery is the process by which an organization's HR department provides services to and interacts with its employees. This includes all essential HR services such as onboarding and offboarding, payroll processing, employee experience management, etc. It is an ongoing process that starts as soon as hiring begins and lasts till the employee leaves. 

Earlier, employees could walk to the HR department and resolve their queries. Today's service delivery model is powered by mobile applications and cloud computing. Modern day organizations use advanced Gen-AI based knowledge management for rapid and accurate data handling.

What are the Types of HR Service Delivery Models?

There are four main categories of HR service delivery models. We have briefly mentioned their distinct features here:

1. Traditional HR service delivery model

The traditional HR service delivery model revolves around a centralized HR department and generalist HR staff that handles all HR functions. All services are customized and provided hands-on for employees, managers, and executives.

This model is fitting for smaller organizations with a consolidated workforce. It operates with a hierarchical structure where HR professionals manage tasks such as recruitment, benefits administration, employee relations, payroll, training, and compliance from a central location.

While this is a good model for smaller organizations, larger organizations may have trouble running it. Relentless administrative tasks may lead to HR managers being overburdened, and it is also frustrating for employees who may not be able to get quick responses to their problems.

2. Shared HR service delivery model

HR generalists and specialists work as a single HR unit, but divide the workload and responsibilities amongst themselves. This model includes multiple HR roles, such as administering the transactions for day-to-day requests and inquiries. Employees can access these services via various channels, including phone and online mode.

3. Self-service HR service delivery model

Employees can manage multiple HR-related tasks independently through a self-service portal. This model leverages technology such as advanced GenAI,  to provide easy access to HR information and services to reduce the reliance and burden on HR personnel for routine inquiries and transactions.

With Rezolve.ai's innovative GenAI SideKick, HR professionals can seamlessly carry out their day-to-day work without personally assisting employees. It offers HR teams easy ticket creation, intelligent routing, and a dashboard where employees can access information and create tickets for any inquiries or inconvenience.

It boasts of the following capabilities: 

• Multi LLM capabilities enabling easy switch between various large language models
• MS teams interface offering a user-friendly interface enhanced by GenAI for ease of use and efficient interaction
• No code automation empowering users with no technical background with a straightforward and user-friendly interface to create workflows

4. Tiered HR service delivery model

This model is a structured approach to providing HR through multiple levels, or tiers, of support.

Tier 1: Connect with an HR generalist

Employees can directly communicate with an HR generalist who handles high-level questions and requests. If required, the request can be escalated to the next tier.

Tier 2: Escalate to an HR specialist

The cases that are unresolved in Tier 1 are escalated to Tier 2, which are primarily complex. This happens if an HR generalist does not have the proper knowledge or administrative authority to complete any requests.

Tier 3: Meet in person or virtually with an HR partner

This is the highest tier of service provided by HR business partners who offer strategic business solutions and manage high-level employee relations issues.

5 HR Service Delivery Best Practices

These HR service delivery best practices that can help you offer unmatched service:

1. Enable on-demand employee self-service

Accessing information independently is a quick way to get work done without having to speak to anyone or answering routine questions. This is a convenient and very productive approach, as employees can access the self-service portal beyond typical office hours.

The first step to effectively implement on-demand employee self-service is to identify the most common tasks and requests handled by the HR department. When you have a comprehensive idea of all your employees' needs, you can design a self-service portal that is easily accessible and user-friendly. 

Don't forget to include all appropriate resources, like policy documents, FAQs, and guides to support employees in their self-service mode.

💡Pro tip: For greater employee engagement and productivity, a swift and accessible HR support tool can significantly help. Rezolve.ai's Generative AI platform caters to enterprises and provides an AI-driven HR service desk. It offers numerous features such as content personalization, auto-complete live chats and ticket responses, multi-channel support, and more to enhance various aspects of HR delivery.

2. Implement the What-Who-How Framework.

The What-Who-How framework is a helpful approach that stands for:

• What kind of services are you offering, and what can you do to make it accessible to employees?
• Who will deliver the service? (structure and roles)
• How will you deliver the service? (processes and technology)

3. Design it with the end user in mind.

When designing your HR service delivery system, here is what you need to consider:

• Gather insights about employees needs, preferences and pain points by conducting surveys or focus groups
• Make the interface easy to navigate and visually appealing
• Based on feedback and analytics, schedule a timeline to review and refine the user experience. This will help you meet the revolving employee needs

4. Integrate it with your workflows.

Utilize tools and technologies such as a helpdesk software or a GenAI knowledge management system to integrate HR services and employees' workflows seamlessly. You can also consider offering training and support to employees to help them use integrated HR tools to ensure extensive adoption and usage.

With an integrated HR tool, new hires can be guided through the onboarding process, employees can easily find answers to complex questions, make requests and get help. Also, other HR processes such as background checks, e-signature, and tax form are made simple by using intelligent AI solutions.

5. Ensure scalability

For creating a scalable HR service delivery system, consider the following points:

• Utilize a cloud-based generative AI platform that embraces expansion in terms of employee numbers, locations, and departments
• Choose a model that is flexible, adaptable and can be easily expanded
• Choose a solution with automation capabilities that support integrations and provide quick assistance to employees
• Create processes and workflows that are easily adaptable to changes as your organization grows
• Review your HR service delivery regularly to identify the need for change as your organization continues to grow

Employee-first HR Service Delivery with Rezolve.ai 

The future years are transformative for HR, where its influence will exceed the traditional scope of the function. Having seamless HR service delivery will address immediate organizational needs and pave the way for a sustainable future. 

While there may be vast challenges in HR, embracing changes can help create a thriving work environment where businesses achieve the most. An innovative HR delivery can drive growth, inclusivity and resilience.

Rezolve.ai's HR self-service desk offers critical features such as chatbot support, automated onboarding, powerful engagement tools, excellent automation capabilities and more to make HR delivery seamless and practical.

Some of the top features include:

• GenAI-enabled knowledge management system:

An up-to-date knowledge base providing accurate and instant information to the employees at all times

• Sleek MS teams automation:

A user-friendly friendly interface enabling robust performance across different organizational departments

• No-code automation

Build, test and deploy custom workflows even if you have limited technical knowledge

Sign up now to know more.

Frequently Asked Questions

1. What is an HR service model?

An HR service model defines how human resources are offered to employees in an organization. It includes the processes, structure, and technologies used to manage HR functions such as recruitment, payroll, and employee relations.

2. What is the role of HR in service delivery?

The HR's role in service delivery is to ensure that employees receive immediate and efficient support for their needs throughout their employment lifecycle. HR personnels focus on creating a positive employee experience that improves organizational efficiency and supports strategic goals by implementing best practices.

3. What is the HR shared service delivery model?

HR shared service delivery model includes a shared service center consisting of an HR generalist and an HR specialist. They divide their work responsibilities while working as a team.