Gartner Research

Digital Workplaces Create New Demands for HR Service Delivery

Published: 21 August 2014

ID: G00264810

Analyst(s): Helen Poitevin , Yvette Cameron, Ron Hanscome


Increased focus on workforce engagement and user experience within business applications will lead HR leaders to leverage HR service delivery technology investments to not only improve process efficiency, but also to improve employee experience in their interactions with HR.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Continued trends in HR cost containment through process and service efficiencies lead many organizations to invest in shared-service delivery
  • High employee expectations driven by the consumerization of IT will place renewed focus on the user experience of employee-facing HR service delivery tools
  • HR leaders looking to increase employee engagement through an improved employee work experience will also look to HR service delivery, HR portal and HR self-service tools that touch all employees in an organization

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