Gartner Research

Modernizing HR Service Delivery for the Digital Workforce

Published: 01 June 2016

ID: G00301618

Analyst(s): Ron Hanscome , Melanie Lougee


Today's workforce is becoming more global, mobile, social and flexible. Concurrently, workforce expectations for consumer-grade experiences are rising. Meeting the expectations of this modern workforce requires HR and IT leaders to take a fresh look at HR service delivery technologies and models.

Table Of Contents
  • Key Challenges


  • Adopt or Enhance a Specialized Knowledge-Base/Portal Approach (Tier 0)
    • Technologies
    • Practices
  • Adopt or Enhance an Integrated Case Management Tool (Tiers 1 and 2)
    • Technology
    • Practices
  • Establish a Clear Governance Model for Content, Process and Technology
    • Content Governance
    • Process and Technology Governance

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