This article provides a summary of key findings from Dovetail Software’s HR Service Delivery Pulse Survey. Readers can download the full survey report for complete results, charts, and detailed analysis.

This article provides a summary of key findings from Dovetail Software’s HR Service Delivery Pulse Survey. Readers can download the full survey report for complete results, charts, and detailed analysis.

Results from Sapient Insights Group, one of the HR industry’s most trusted independent HR technology research firms, show Dovetail leading across all three enterprise categories: HR Service Delivery Portals, Content Management, and Help Desk.

Download Your Complimentary copy of the Sapient Insights 2025-2026 HR Service Delivery Systems Survey Research, 28th Annual Edition. 

Modern HR Service Delivery replaces fragmented, inbox-based support with a unified, tech-enabled framework built on five pillars: HR Case Management, an Employee Portal, an HR Knowledge Base, Live Chat, and an AI Copilot. This model enables self-service, enforces SLAs, automates workflows, and generates actionable insights. According to McKinsey:

“Companies that restructure their operating models and invest in digital capabilities can achieve sustainable cost reductions of 20 to 40 percent.”

In HR, this translates to faster service, lower ticket volumes, and improved employee satisfaction—as demonstrated by Danone US of Dovetail Software in their 2023 rollout. This guide explores each pillar, quantifies impact, and outlines a phased implementation roadmap.

HR Service Delivery has emerged as a strategic cornerstone for organizations navigating today’s complex workplace. Far from a back-office concern, effective HR Service Delivery directly influences employee satisfaction, productivity, and even business performance​. In this whitepaper, we explore why modern HR Service Delivery is critical for success, where legacy systems fall short, and how Dovetail Software – a platform purpose-built for HR – is redefining service delivery. We’ll examine the key capabilities required in a modern HR Service Delivery platform, highlight proof points such as industry rankings and customer outcomes, and discuss how trends like hybrid work and AI make a robust HR service infrastructure more essential than ever. The evidence will show that Dovetail stands out as a clear leader in this space, enabling organizations to future-proof their HR operations and treat HR Service Delivery as the strategic infrastructure it truly is.

HR teams face mounting pressure to deliver faster, better, and more consistent services to employees. Employees today expect the same seamless, intuitive experiences from HR that they receive from consumer technology. Yet many organizations still struggle with outdated methods, siloed systems, and inefficient processes that slow down service delivery and negatively impact both the employee experience and organizational performance.

G2’s Latest Data Confirms Dovetail Delivers the Fastest ROI in HR Service Delivery Software

We’re proud to announce that Dovetail Software has achieved the fastest reported payback period in HR Case Management—just 8 months, according to the latest data from G2. This figure not only sets a new benchmark in the sector but also demonstrates Dovetail’s focus on helping HR teams realize measurable results faster than ever.

In HR, trust is paramount. Every interaction—whether it’s an employee inquiry, a sensitive report, or an ongoing investigation—relies on security, transparency, and precision. That’s where Dovetail Software shines, offering features designed to prioritize privacy and ensure compliance while enhancing efficiency. Let’s explore why these key features matter.

1. Roles and Permissions: Security Starts Here

Not all HR cases are created equal, and not everyone should see every detail. Dovetail’s Roles and Permissions framework ensures access is tailored to each user’s responsibilities. For example:

• HR Representatives might handle general inquiries.
• Employee Relations Specialists work with more sensitive cases.
• Executives may have high-level access to oversee patterns and trends.

By granting access based on role, Dovetail minimizes risks of unauthorized viewing and ensures employees’ personal information is safeguarded. This precision not only protects privacy but also fosters trust across the organization.

Addressing disciplinary actions in the workplace may prove to be a delicate affair for any company’s HR department. In today’s example, we are going to take a closer look at a real-life case of how Dovetail Software can help automate the process and make all steps, including reporting and resolution, clear and detailed.

In HR, sensitive cases demand precision, efficiency, and care.

Let’s dive into how Dovetail Software simplifies managing a disciplinary case, step by step.

Disclaimer: The following is a scenario-based demo created to illustrate how Dovetail Software can streamline HR processes. While the characters and events are fictional, the functionality and benefits described are based on real features of Dovetail’s platform.

Starting a new job has its fair share of butterflies and big questions. In today's post, we're diving into a real-life scenario showing how Dovetail Software smooths out those first-week jitters for both HR teams and new employees. Let’s follow Christopher Lopez as he navigates his first week at Global Frontier Solutions and discovers just how easy it is to get answers with Dovetail!

Disclaimer: The following is a fictional scenario created to illustrate how Dovetail Software can streamline HR processes. While the characters and events are fictional, the functionality and benefits described are based on real features of Dovetail’s platform.

Dovetail features highlighted in this dress code HR case scenario video include:

• Predictive Search Function: This feature allows HR representatives to quickly pull up employee profiles and relevant information.
• Knowledge Base Integration: As the case is created, Dovetail suggests related articles, making it easier for HR representatives to provide accurate answers.
• Integrated Email System: The ability to send information directly through Dovetail’s email system, streamlining communication between HR and employees.
• Employee Self-Service Portal: Empowering employees like Olivia to access policies and close cases independently through the portal.

Welcome to the world of efficient HR Case Management, where every query is a journey of seamless interactions with Dovetail Software. Today, we're diving into a live demo showcasing just how easy and effective managing HR cases can be. Buckle up, and let's follow the "Dress Code Inquiry" case from opening to closing—no fuss, all finesse!

Welcome to an insightful exploration of the Dovetail HR Copilot, a groundbreaking tool designed to enhance and streamline HR services through the power of artificial intelligence. In this blog post, we will walk you through various scenarios that highlight the capabilities of the Dovetail HR Copilot, demonstrating how it can transform your HR experience.

In 2022, a multi-billion dollar soft drinks producer and distributor in the United States, adopted Dovetail ER Case Management for their Employee Relations team’s needs. By putting the ER team in control of their case management system, increasing operational efficiency, and improving ER case collaboration, a significant improvement in Employee Relations management has been achieved. 

In the ever-evolving landscape of Human Resources technology, Dovetail Software has introduced a significant innovation with the launch of Dovetail HR Copilot, built using the latest techniques in GenAI. This new addition to Dovetail's range of HR Service Delivery software products stands out as a sophisticated tool designed to revolutionize how HR departments interact with and support their workforce. 

Dovetail HR Copilot merges advanced AI capabilities with user-centric features to enhance the HR experience at multiple levels.

Cybersecurity has become critical in protecting HR data against rising cyberattacks. This is particularly evident in recent incidents such as the British Library's ransomware attack by the Rhysida gang, which led to potential HR data breaches. Similarly, Five Guys faced a significant data breach, exposing sensitive applicant information.

These incidents are part of a larger trend of increasing cyber threats, with a notable 8% rise in global weekly cyberattacks in the second quarter of 2023. These attacks are becoming more sophisticated, often employing advanced AI in conjunction with traditional methods.

In light of these challenges, companies are now prioritizing cyber defenses more than ever. A prime example of this shift is the adoption of solutions like Dovetail HR Service Delivery Software. Dovetail not only enhances HR operations and the employee experience but also strengthens the security of HR data. It achieves this through a comprehensive security approach, including cloud security, compliance, encryption, authentication, role-based authorization, data residency, and retention. These measures form a robust defense against various cyber threats, ensuring the safety and integrity of HR data in an increasingly risky digital environment.

Building on the importance of robust defenses in this challenging digital landscape, let's now delve into the specific cybersecurity measures in place to protect Dovetail HR Service Delivery Software customers from cyber attacks.

Managing leave of absence inquiries can be a challenging aspect of HR operations, particularly in larger organizations where such requests are frequent and diverse. From medical leaves to parental leaves or sabbaticals, each case has its nuances and complexities. Fortunately, HR Case Management Systems are proving to be game-changers in this domain, bringing efficiency, transparency, and compliance to the process. Let's delve into how these systems can transform the way organizations handle leave of absence inquiries.

Today, organizations must be agile and responsive to the needs and aspirations of their employees. One critical aspect of this is managing job change requests effectively. Whether initiated by employees or managers, job change requests can significantly impact employee satisfaction, productivity, and retention. To ensure a smooth and efficient process, many HR departments turn to HR case management software. In this blog post, we will explore how HR case management software can help you manage job change requests seamlessly and optimize your HR processes for success.

HR Case Management software is a cutting-edge digital solution tailored to the unique needs of HR departments in organizations of all sizes. This sophisticated HR Case Management Software efficiently manages and tracks a diverse range of HR-related cases, inquiries, and requests, serving as a centralized platform to streamline operations and ensure compliance with company policies and relevant regulations.

View this short video to discover the power of HR Case Management.

In the realm of HR Case Management software, HR cases refer to specific incidents, requests, or issues that require HR intervention, tracking, and resolution. These cases types can vary widely in nature and complexity. Here are some common types of HR cases that organizations typically manage using HR Case Management software:

• Benefits: Cases related to employee benefits such as enrollment, changes, and disputes. This category may also include inquiries about the different types of benefits offered by the organization.
• Compensation: Various types of HR cases that deal with inquiries or issues related to compensation, bonuses, incentives, or allowances. This could involve disputes over pay, questions about bonus structures, or clarification on allowances.
• Reward: These case types encompass a range of scenarios related to acknowledging employee achievements and contributions. 
• Payroll: Types of HR cases that involve Payroll address salary, deductions, tax inquiries, and payment discrepancies, ensuring accurate and timely compensation for employees.
• Onboarding: Cases related to the hiring process, including orientation and paperwork. This category may cover activities such as employee training, document submission, and initial setup within the organization's systems.
• Offboarding: Cases that deal with the processes associated with separating employees from the organization. This includes exit interviews, return of company property, and any final paperwork that needs to be completed.

Managing Open Enrollment Questions in an HR Case Management System

In the fast-paced world of HR management, efficient communication and seamless processes are essential for ensuring employee satisfaction and operational excellence. If your organization is considering transitioning from using traditional methods like Excel spreadsheets and shared inboxes to a cutting-edge HR Case Management Software, managing employee questions about open enrollment benefits becomes significantly easier. In this blog post, we'll explore best practices for leveraging your new HR Case Management Software to streamline open enrollment benefits inquiries and enhance the overall employee experience.

In the fast-paced world of HR, managing and resolving employee requests and issues promptly is crucial for maintaining a productive and satisfied workforce. However, the traditional methods of managing HR tickets through email or spreadsheets can be time-consuming, prone to errors, and lack transparency. That's where an HR ticketing system comes into play. In this blog post, we'll explore the benefits of implementing an HR ticketing system (also referred to as an HR Case Management system), its key features, and how it can revolutionize your HR Service Delivery for better efficiency and employee satisfaction. 

Enterprise organizations across various industries have recognized the importance of efficient HR Case Management and Employee Relations software to overcome challenges and improve their HR Services and employee experience. Several notable organizations, such as Lenovo, Danone North America, Tower Health, First Midwest Bank, Breakthru Beverage Group, and Northside Hospital, and many others have acquired Dovetail’s HR Case Management or Employee Relations software solutions to address their unique needs. By implementing Dovetail's software, these organizations have achieved significant improvements in productivity, workflow efficiency, workload visibility, reporting capabilities, and the overall employee experience.

Read below to find out why Dovetail customers implemented Dovetail HR Case Management and Employee Relations software. 

The HR Services team at Northside Hospital encountered a common challenge: enhancing the handling of employee questions, inquiries, and requests while prioritizing a positive employee experience. Seeking assistance and guidance, they turned to their Employee Experience platform provider, WTW, who introduced them to Dovetail Software, WTW's strategic partner specializing in HR Case Management.

Latest HR News: 

Welcome to the Dovetail Monthly HR News Roundup #35, where we bring you the latest updates and insights from the world of HR. In this edition, we cover a wide range of topics including:

• HR strategy and leadership
• Headcount growth strategies
• Essential HR models for HR
• Overcoming burnout,
• Latest on employee experience
• Employee satisfaction stats
• Generative AI in HR
• Managing employee complaints
• HR Case Management case study
• Employee tags HR Case Management feature video

Read on to find out more.

Breakthru Beverage Group had a vision for how HR Services could be delivered to their employees that would be efficient, provide data for management decision making and improve the employee experience. To achieve this, they decided to establish an HR Service Delivery function based on a Multi-tiered HR Shared Services model and acquire the right case management and Employee Portal software to support it. This technology would help a new HR Service Delivery team manage employee questions effectively and improve employee communications. Breakthru chose Dovetail HR Case Management and Employee Portal. Andrew Moss, Vice President of HR Services explains why:

HR departments have many critical functions, and one of them is managing cases that are submitted to the department. Over the years, HR Case Management has become increasingly important in providing a positive employee experience as it is an indispensable tool for ensuring efficient and effective management of employee questions, inquiries and requests. In this blog post, we will look at the different types of HR cases, the benefits of HR case management software, and best practices.

Latest HR News: Gen Z Unhappiness, AI Disruption, HR Transformation, and Case Study on How Lenovo Improved HR Services With HR Case Management Software

Here's your latest issue of Dovetail's Monthly News Roundup. This edition covers a range of topics, including news on the diverse generations in the workforce, AI in HR, and HR transformation. Gen Z workers are reportedly unhappy, and HR leaders are urged to focus on creating a better employee experience. Additionally, ESG initiatives matter to younger generations, while older workers are being overlooked in favor of younger, tech-savvy candidates. The impact of AI on HR tech and the HR function itself is also discussed, along with the latest HR trends and best practices from top organizations worldwide. Finally, a case study reveals how Lenovo improved global HR services with Dovetail HR Case Management software.

Streamlining HR Service Delivery with Dovetail HR Software: An Essential Solution for Organizational Success

HR Service Delivery is an essential aspect of an organization's success. However, the growing complexities of HR processes and the need to streamline them can be challenging. Dovetail HR Service Delivery software provides an effective solution to help organizations optimize their HR Service Delivery. In this blog post, we explore 10 benefits of Dovetail HR Service Delivery software and how it can help companies improve their HR processes, resulting in improved employee experience, increased productivity, and reduced costs.

Latest HR News: Exploring the Role of ChatGPT and HR Technology in Improving the Employee Experience

Welcome to the Dovetail Monthly News Roundup, where we bring you the latest developments and trends in the world of HR and technology.

In this edition, we explore the potential of ChatGPT, the Generative AI tool, in HR, and the launch of its latest AI model, GPT-4. We also delve into the practical uses of ChatGPT in HR, beyond job descriptions, and the concerns surrounding accuracy, bias, privacy, and ethical considerations associated with its use.

In addition, we cover topics such as employee experience, compliance, and HR case management, including case studies of Dovetail's software implementation at Tower Health and a multi-billion dollar soft drinks distributor.

Join us as we examine how technology is transforming HR and the employee experience!

The G2 review site is an amazing source of feedback on vendors globally, and for us here at Dovetail there is nothing better than hearing feedback from customers.

Latest HR News: HR in 2023 & Beyond, Generative AI, Gen Z & HR, HR Compliance, and Dovetail Software Case Study.

“We’ve had such great success since we implemented Dovetail. It's completely changed the way my team works and made us much more efficient and improved the employee experience. It’s just been great.”

Contractor Resource Center Manager

This case study explains how one of Dovetail Software’s customers, a Mutual Insurance Company, streamlined its Contractor Resource Center (CRC) and enhanced the employee experience by implementing Dovetail HR Case Management software. The CRC manages 2,000 contractors and an annual spend of $100 to $150 million, but its shared email mailbox led to inefficiency and confusion. Dovetail HR Case Management Software improved their productivity by enabling the CRC to track and manage its workload better. Dovetail also made it easier to onboard contractors efficiently. The implementation process was straightforward, and the software enabled the team to focus on being more strategic.

Learn how Dovetail helped the CRC manager and team become more productive, streamline its communications, and provide clear workload visibility. 

As we move forward into 2023, there are a number of changes that your HR team needs to be prepared to tackle. At Dovetail, we are proud that one of those changes includes our recent partnership to include Mineral within our HR Service Delivery platform. That's why we decided to highlight some key compliance trends for 2023 and show how leveraging the Mineral platform can help our clients be more proactive in dealing with these trends.  

Latest HR News: Top Issues for HR in 2023, HR Trends, HR Services, ChatGpt3 for HR.

Read the latest Dovetail Monthly News Roundup to get the best and most relevant news for HR Professionals.

Here is what I asked ChatGPT to generate this blog. How do you think ChatGPT did?

Latest HR News: Dovetail Ranked #1 for HR Case Management in Sapient Insights HR Systems Survey, HR Trends & Priorities in 2023, Getting the CEO Perspective.

The Dovetail Monthly News Roundup is dedicated to providing HR professionals like you with the latest industry insights, best practices, and trends. We hope that it will serve as a valuable resource as you navigate the ever-evolving world of HR.

Thank you for your dedication to your work and for all that you do to support your employees and your organization. We look forward to sharing with you this collated insight.

Latest HR News: Understanding HR Shared Services, ESG Strategy & Benefits, Gartner Research, Technology and AI in HR 

Staying up to date for today's HR professional  is ever more important. The world of work is changing rapidly. That's why Dovetail's Monthly News Roundup exists; to help and support HR by providing the latest news and insights. Read on to discover what's happening in the world today.

The world of work has changed dramatically since the advent of the COVID-19 pandemic. Lack of face-to-face meetings, the introduction of remote or hybrid working, and rapid changes to company policies and procedures mean organizations are finding it increasingly difficult to stay in touch with their employees and keep them updated with important information. This is driving companies to search for new and better ways to communicate with their workers.

Latest HR News: Danone Employee Experience Webinar, Ceridian INISIGHTS, 2023 Trends & Priorities for HR, and the Metaverse and the Future of Work.

Do you want to stay up-to-date with the latest HR news for enterprise professionals? If so, then read our monthly news roundup, packed full of the best and most relevant stories to HR.

Latest HR News: Dovetail Ranks #1 for HR Again, HR Service Delivery Webinar With Danone US, HR Tech Goes Crazy, HR Careers, Healthcare HR Focus, and More!

Read on to stay up to date with the latest trends and developments in the world of HR.

HR Tech News

Latest HR News: The "Great Reconsideration", Employee Re-Engagement, HR Leaders Pulse Survey Results, Data-Driven HR Analytics, Artificial Intelligence, HR Transformation Resources, and More!

Read on to stay up to date with the latest trends and developments in the world of HR.

Latest HR News: Employee Experience, HR Shared Services & HR Operations, DE&I, Hybrid & Remote Working, and HR Career Development

Read on to stay up to date with the latest trends and developments in the world of HR.

Latest HR News: Hybrid Working, 
HR Technology, Artificial Intelligence, Future of Work, HR Books, and More!

Read on to stay up to date with the latest trends and developments in the world of HR.

Latest HR News: HR and Employee Experience, Hybrid Working, HR Technology, and More...

Read on to stay up to date with the latest trends and developments in the world of HR.

Latest HR News: Employee Experience & Engagement Surveys, HR Operating Model Transformation, and the Demand for HR Skills

Read on to stay up to date with the latest trends and developments in the world of HR.

Discover the Benefits of Employee Relations Case Management Software for Your Organization

Employee relations case management software also referred to as labor relations or HR Case Management software (and even as an employee relations tracking system), is a digital HR tool that helps Employee Relations teams investigate, manage and track employee and labor relations issues.

What is an Employee Relations Tracking System?

An employee relations tracking system is a case management software that enables HR to track and manage their employee and labor relations cases within a secure, collaborative environment. It is sometimes referred to as an HR Case Management system, since there is often no clear demarcation between labor relations and HR-related cases - Employee Relations cases often start as an employee case for HR and turn into ER cases after more information becomes known. For example, questions about payroll, benefits or HR policy, may turn into labor relations grievance cases that will need to be tracked and managed by HR.

What is an HR Case Management System?

Find the Right Employee Relations HR Case Management System for Your Organization

Are you looking for employee relations, labor management or HR case management software to improve how you manage and track employee issues? If you are currently using Human Resources Excel spreadsheet templates for tracking employee and labor relations issues, such as complaints, grievances and conflict between employees, you may be experiencing difficulty in employee relations management, due to inefficient processes and "hit and miss" issue tracking. Poor case management could put your organization at higher risk of employee litigation (along with the associated costs). An Employee Relations case management software system, like Dovetail Employee Relations Case Management, with features such as employee/labor relations issue tracking, automatic investigations management, ER task assignments and centralized digital documentation, can help you resolve these issues.

Dovetail Software Ranked #1 for HR Service Delivery Applications

- Get Your Free Complimentary Copy of the Sapient Insights 2021-2022 HR Systems Survey Research, 24th Annual Edition, Today!
(Currently retailing at $99)

In the key measures of quality of HR Service Delivery applications; Vendor Satisfaction (VS) and User Experience (UX), Dovetail Software ranked #1, outperforming all other HR vendors in the latest Sapient survey; the 2021-2022 Annual HR Systems Survey Research (24th Edition). It shows that Dovetail customers are very satisfied with the quality of their relationship with us and are finding the user experience of our applications, including HR Case Management, Employee Portal, HR Knowledge Management and HR Reporting & Analytics, to be the best in the marketplace. With scores of 4.23 (VS) and 4.13 (UX), Dovetail is significantly above the average VS and UX scores of 3.77 and 3.65 respectively. Furthermore, 100% of customer responses said our applications met their needs most of the time.

The report highlighted Dovetail’s performance, stating:

“Dovetail experienced considerably increased ratings last year, most likely due to substantial investments in its user experience and analytics capabilities in 2019. Under the expanded definition, Dovetail receives the highest average ratings for both VS and UX this year.”

Containing nearly 200 pages and 150 figures of the latest industry data and insights covering all of HR technology for consumers, HR and business leaders, end-users, and solution providers, the Sapient survey is one of the most keenly awaited market research reports in the HR technology space. Now in its 24th year, the survey received 4,091 responses from HR professionals of which 2,117 were unique organizations worldwide, representing 33 million employees. Global organizations represent 34% of respondents.

The Dovetail Monthly News Roundup is offering our readers a free, complimentary copy of the report (it is currently retailing at $99). Get yours today!

The full report covers: (1) How HR tech spending is spiking, (2) The top areas for increased spending, (3) How COVID-19 and social movements have been impacting HR tech – customers and vendors, (4) How savvy organizations achieve better business, HR, and talent outcomes, (5) Areas in HR tech that are especially hot right now, (6) How customers feel about their current HR tech, and (7) Which HR tech areas and solution providers receive the best (and not so good) scores. While key themes include: (1) The Business of HR Systems in 2021, (2) HR Systems Adoption Blueprint, (3) Voice of the Customer, (4) Achieving Change with HR Systems, and (5) Methodology & Demographics.

Click here to read excerpts of the report linked to HR Service Delivery and Dovetail's performance.

Interestingly, the report discovered that 27% of organizations are looking to replace their HR Service Delivery applications. If you are one of them, then please do get in contact, as we’d love to show you why Dovetail is outperforming the market for HR Service Delivery applications.

Click here to obtain a free complimentary copy (currently priced at $99) of the Sapient Insights 2021-2022 HR Systems Survey Research, 24th Annual Edition.

In other news...

HR News for HR Leaders

This month we focus on the latest HR developments in the Banking and Health care sectors, the forecast spend for ‘Future of Work’ technologies, how HR leaders can tell engaging stories with their data, and how some of the world’s foremost HR organizations are driving value in a world of disruption.

Make the Leap into the Cloud - Leave Tired On-Premise Legacy Systems Behind and Transform Your University’s HR Service Delivery, While Improving the Employee Experience

Are you still using on-premise legacy HR systems that are difficult to update and expensive to maintain? If so, you may be considering the adoption of Cloud-based technology as part of an HR Transformation program.

Hybrid Working is Now Top of the Agenda for HR Leaders

(HR Services technology and digital HR transformation are key to its success)

In this month’s Dovetail News Roundup, we focus on:

• the new Hybrid working model that many organizations are introducing as a way of mitigating the risks of the COVID-19 pandemic, while having the advantages of face-to-face communication in the workplace, and offering employees the flexibility they want and are now accustomed to
• HR Services technology that enables the Hybrid workplace, while improving the employee experience and operational efficiency of HR service management (referring to Dovetail Software’s blog post, Universities Need Cloud HR Services Tech to Succeed in Hybrid Working)
• And considerations and tips for HR leaders looking to implement an HR Transformation program
  
  

Is your university one of the many that will adopt a hybrid working experience? If so, you’re probably considering what ‘hybrid’ means for your HR teams, employees, and students, and what you need to have in place to make a success of it.

Cloud-based HR Services technology should be on your agenda, as it meets the challenges your staff, students and HR teams face when working remotely and on campus. Critically, the quality of the employee and HR experience of work is not only maintained, but also enhanced. 

Let’s take a look at some of the challenges HR are facing due to the rise of the new Hybrid working model.

Challenges of Hybrid Working for Universities

Discover the News That is Affecting HR Today

(Includes HR and industry related blogs and articles on the New World of Work, Hybrid/Remote Work, New Staffing Models and Mandatory Vaccinations for Employees)

Discover the Latest HR News on AI in HR, Employee Experience, Ending Workplace Racism, and Employee Mental Health

This month's Dovetail Monthly News Roundup for HR brings you the following insightful and thought-provoking articles and reports that will keep you up to date with some of the most important topics in the HR world today.

Employee Experience is Top Priority for HR Leaders in 2021 and Beyond

Since COVID-19, Employee Experience has become even more important for HR leaders. According to a recent survey, 92% of HR leaders confirmed employee experience is a top priority in 2021. In particular, businesses are having to rethink the value, technology and culture they offer employees. Click here to read the full Forbes article.

PwC confirmed these findings in their latest CHRO Pulse Survey. Insights from the survey show that CHROs are considering how the world has changed and what employees need in order to thrive in it. Inclusion, the hybrid workplace and corporate social responsibility efforts are key topics. 94 human resource leaders from Fortune 1000 and private companies, along with other C-suite executives, weighed in on 2021 business priorities. Click here to find out more.

Several high profile HR leaders have given their thoughts in interviews about the future of work.

Discover the Latest Ideas on the NEW Workplace, Employee Benefits and Employee Health & Well-being

In this month’s Dovetail HR News Roundup, we highlight the latest workplace, employee benefits, and employee mental health ideas, that are a direct response to the effects of the pandemic.

First Midwest/ Old National Bank Keeps Employees Safe and Optimizes Operations During COVID-19 Pandemic, Using Dovetail HR Service Delivery Technology

 
During the first weeks of the COVID-19 pandemic in March 2020, Chicago headquartered First Midwest Bank, protected its more than 2,100 staff and kept open more than 100 bank branches and operations centers across 4 Midwest states, with support from Dovetail HR Service Delivery applications.

In this case study, you’ll discover how they did it, gaining an understanding of how Cloud-based HR Services technology can help enterprise companies remain operational in a crisis, while offering an outstanding employee experience.

Join the Conversation About Artificial Intelligence in HR

According to McKinsey, the global management consultancy, COVID-19 has supercharged the organization’s adoption of AI. In The future of work after COVID-19, McKinsey’s global survey of 800 senior executives found that two-thirds were increasing investment in automation and AI, either somewhat or significantly.

This month we focus on the latest AI developments in HR, leading with two recent blog posts by Dovetail Software: The Ultimate Guide to Conversational AI Chatbots for HR and What is Artificial Intelligence?. Tailored to an HR Services audience, these blogs explain what artificial intelligence is and how it can be used by HR Services teams to augment their capabilities, increase their efficiency and improve the employee experience.

With International Women’s Day taking place in March, we also take a look at women in AI, ethical AI challenges and ways to resolve problems of systematic bias.

Artificial Intelligence, abbreviated as AI, is the use of computers to simulate human intelligence. It encompasses everything that allows computers to learn how to solve problems and make intelligent decisions. AI systems copy the human thought process that experts follow when they observe, interpret and evaluate information before making a decision. To do this, a supercomputer is required that can process vast quantities of data using Machine Learning (ML) algorithms to search for patterns and insights, from which future predictions can be made. AI algorithms contrast with traditional computer programs, as they are not explicitly programmed by a human programmer, and can continuously learn and improve as they are fed new data.

HR, Employees and the ‘Pursuit of Happiness’

(includes research and insight by Dovetail Software, SHRM, London Business School, Deloitte and Hitachi)

“Many people have the wrong idea of what constitutes true happiness. It is not attained through self-gratification, but through fidelity to a worthy purpose.”
Helen Keller

Inspired by SHRM’s and London Business School’s (LBS) post, How to Be Happier at Work, this month’s Dovetail HR News Roundup focuses on employee happiness. Learning the ‘happiness skill’, and the links between employee happiness and productivity, the Future of Work and artificial intelligence (AI), are all explored as ways of boosting employee happiness and company performance.

Organizational Transformation, Employee Experience, HR Jobs of the Future, and Artificial Intelligence (AI) in HR

(includes research by Dovetail Software, Gartner, Deloitte, Oracle and McKinsey)

The yin and yang of life and work has changed forever. The COVID-19 pandemic has dramatically changed the way we work, rest and play, which is unlikely to be reversed in the short to medium term. Mask wearing, remote working and virtual learning are our new daily habits. 

That’s why in this month’s Dovetail HR News Roundup we highlight the transformational effects of the COVID-19 pandemic on organizations,  their employees and HR. Employee Experience design thinking, new workforce environments, Employee Vaccination Tracking, and AI technology for HR, are just some of the ideas and concepts you'll find in this month's issue.

• Introduction to the Employee Experience
  • Adopting Employee Experience Technology
• What is the Employee Experience (EX)?
  • History of Employee Experience
  • Advantages of Adopting an Employee Experience (EX) Approach
• How has COVID-19 Changed the Employee Experience?
• What Can HR Services Technology Do to Help Improve the Employee Experience in a Post COVID-19 World?
• How to Design an Employee Experience That's Fit for a Post Covid-19 World
  1. Map the Employee Journey
  2. Determine Your EX Goals
  3. Get Your Organization’s Cultural, Technological and Physical/Virtual Environments Right
     • Get the Technological Environment Right: Invest in the Best Employee Experience (EX) Technology for HR Services and Employees
     • Provide Consumer-like Technology Experiences
     • Ensure Your HR Services Technology is COVID-Ready
  4. Use Employee Experience Metrics to Measure EX Performance
• Conclusion

Introduction to the Employee Experience

Imagine what the employee’s experience at work would be like if HR Services, and the technology that supports them, didn’t exist. A picture of employees with a multitude of questions and requests going unanswered comes to mind: employees, in need of assistance for a variety of issues and concerns, feeling frustrated and annoyed. Throw-in antiquated workplace technology, and the employee's experience at work would be dire, with the likely outcomes of lower employee productivity, deteriorating morale among the workforce, and higher employee turnover. 

2021: A New Beginning

In this month’s Dovetail Monthly News Roundup, we would like to start by wishing you a very Happy New Year, and look forward to a new beginning in 2021!

This issue takes a look at:

• the do's and don’ts of Diversity, Equity & Inclusion (DEI) strategic planning
• the Sapient Insights 2020 - 2021 HR Systems Survey whitepaper
• the emergence of “Superteams”, a trend identified by Deloitte in their 2021 Human Capital Trends Report, and the use of AI Chabots as HR virtual assistants for employees
• Brian Kropp’s (Gartner) predictions for HR in 2021

The Times They Are A-Changin'

Society is changing and businesses will have to too. That was one of the key messages at Gartner's virtual IT Symposium/Xpo EMEA held in November.

Speaking on Gartner’s Top Strategic Predictions for 2021 and Beyond, Daryl Plummer, Distinguished VP Analyst at Gartner, said that by 2024, 30% of major organizations will use a new 'voice of society' metric to act on societal issues and assess the impacts to their business performance. “Being tone deaf to societal issues can hurt, and a brand can go away overnight”, Daryl added, before mentioning the almost overnight demise of the Uncle Ben's brand, directly resulting from societal pressure.

"You better start swimming or you'll sink like a stone"
Bob Dylan

Recent dramatic changes in public (and employee) opinion around issues such as Public Health, Diversity, Equity & Inclusion, and Climate Change, as well as large scale social and political unrest, are accelerating transformation within organizations, as businesses respond to the pressures for change.

In this month's issue of Dovetail's HR News Roundup, we take a closer look at the latest research and insight about the 'big' external pressures that are driving change within organizations today:

Employee Live Chat is an application that allows you to instantly communicate with your employees in real-time when they visit your internal website. If the website is an Employee Portal, also known as an HR Portal, communications between employees and HR is enhanced, improving the delivery of HR Services.

In this month’s Dovetail News Roundup, we've selected a range of topics that are at the top of mind for HR professionals today. From the new 'employment deal' and answers to common coronavirus questions, to the latest evidence on diversity in the workplace and the distractions of employees talking politics in the workplace, you'll discover a plethora of new and original content, that will keep you up-to-date with what's happening in the world of HR and beyond.

In this month’s Dovetail News Roundup, we shine a light on several prominent, newsworthy topics that are currently having impact in the HR world, including: 

Are you looking to create, maintain and improve 'employer-employee' relations in your organization? Are you placing greater emphasis on helping line managers establish trust-based relationships with the individuals in their teams? Perhaps you have difficulty tracking employee investigations and sticking to ER case deadlines? Is the COVID-19 pandemic placing a strain on the employer-employee relationship, causing new issues to arise, making the management of Employee Relations more complex?

It's in Your Hands:

A Workforce That Is as Diverse as the Hands That Built It

Do you want to fight inequality in the workplace? Is building a diverse workforce at the top of your organization's agenda? In this month's News Roundup we lead with the Society for Human Resource Management's (SHRM) Together Forward @Work campaign, which aims to fight racial inequality in the workplace. SHRM believe its members, and the wider HR and business community, can bring their unique professional talents together to stand against all forms of social injustice. Citing new and original research, they claim the answer is "in your hands". 

Of course, the coronavirus is never far from the top of our minds. And recovering from its effects is the focus of the authors of the Deloitte report, Workforce Strategies for Post-COVID-19 Recovery.

The authors believe the biggest challenge facing organizations during the recovery is the tension between preparing for a return to work and rethinking work. Read their report to discover how your organization can move beyond crisis response, towards strategies that accelerate recovery. 

Jason Averbook (CEO and Co-founder at Leapgen, a global digital transformation consultancy) outlines 5 radical resets for our new world of work, in his Human Resource Executive article, which have been caused by the radical disruption that occurred this year. Read his article to find out more about these 'resets' and the 'rewiring' of the organization to empower the individual in the workplace. Or join his 5 Radical Resets Webinar on Tuesday September 8, 9:00 am PT / 12:00 ET.

In the HR Director, a UK based magazine for HR professionals, discover 50 Tips to Find Work/Life Balance When Working Remotely. Don’t be embarrassed about interruptions says author, Michelle Duval - dogs, kids or shirtless husbands will eventually make an entrance on a video call, no matter what you do! Michelle's answer is 'to just laugh it off and don’t get stressed'. 

In this month's Book Corner you'll find 6 books that will help you progress in your career. Our choice is HR From the Outside In: Six Competencies for the Future of Human Resources, by Dave Ulrich, Jon Younger, Wayne Brockbank and Mike Ulrich because it helps HR professionals get the skills they need to be successful in the future.

Dave Ulrich came to prominence when his model that explains how to drive efficiency in HR operations (which became known as the Ulrich Model) was adopted among corporations throughout the world. In his, and his coauthors', latest book, six core competencies (that the successful HR professional needs today) are identified. They include 1) Strategic Positioner, 2) Credible Activist, 3) Change Champion, 4) HR Innovator & Integrator, 5) Capability Builder and 6) Technology Proponent. It's an interesting and thought-provoking read throughout. Why not pick up a book today, and get started on gaining a new competency, or two, before the end of year? 

Fun for all the family is Bupa's aim with their Fun Activities to Do with Your Children During COVID-19 article. It's a perfect read for those racking their brains for ideas on how to keep the little ones entertained during COVID-19. Our favorite's cooling off with a water fight!

And finally, a couple of articles by Dovetail:

• 5 Reasons Why HR Technology Helps Your Remote Working Teams Perform Better
• and The Ultimate Guide to COVID-19 Contact Tracing

Read these posts for insights on how to improve the performance of remote working teams, and to understand how health screening and contact tracing technology can help your organization protect its employees as they return to work.

Contact Tracing is a solution for investigating, tracing and preventing the spread of infectious diseases. It involves combining the expertise and capabilities of human Contact Tracers, who are accomplished communicators and skilled in contact tracing techniques and ethical standards, privacy laws and confidentiality regulations, with the latest in advanced contact tracing technology.

Introducing the all new Dovetail Monthly News Roundup for 'on the go' HR professionals.

Containing the latest thought-provoking research, articles and blog posts, on topics as diverse as rethinking the employee experience (McKinsey), accelerated digital transformation, and the future of work, as well as industry insights, you'll be able to stay up to speed with the latest thinking in HR. 

Continuing education is also a theme, with recommendations for HR-related books and courses. Check out the most recent HR books to hit the shelves.

And don't miss our Culture & Entertainment section. This week why not take a virtual Essentials Tour of the Art Institute Chicago, and experience, from a new angle, some of the finest artworks by Chagall, Seurat and Hopper.  

Workflow Automation refers to software technology that automates the series of actions through which a piece of work passes from initiation to completion, eliminating manual steps that are often time-consuming, error-prone and duplicated.

"Dovetail was an instrumental tool during the switch to remote working, caused by the COVID-19 pandemic. During COVID-19 when HR staff went remote, Dovetail was utilized much heavier (than before), and even became a main tool that we used for the unfortunate reduction in force process we had. It helped get those employees who were impacted their answers quickly and documented."

Tina Aquilini-Batten, HR Operations Manager at Tower Health

Are you developing strategies to protect and communicate with your employees as they return to the workplace? Has your HR Services team recently become a remote working team? Do they have the right tools in place to carry out their activities effectively? And, as an HR leader, do you have the Reporting & Analytics technology in place to ensure you can manage your team’s performance?

If you’re managing HR services using outdated technology, such as spreadsheet trackers and a shared inbox, it’s likely the transition to remote work has not been smooth sailing. All the usual pain points, such as losing track of employee cases, lack of workload visibility, and the time-consuming collation of data for reporting, are all exacerbated when taking your team remote, that is, unless you have the right Cloud-based tools in place.

Tools like HR Case Management, Employee Portal, HR Knowledge Management and HR Reporting & Analytics include features and benefits that enable HR teams to effortlessly make the transition to home working.

Read below to discover 5 reasons why HR Services technology can help your teams perform better in a remote working environment:

Are you developing strategies to protect your employees as they return to the workplace? If your business operates in a sector where staying in business means staff having to go back into offices or onsite, then this blog post is for you! 

Our research shows that as lockdown eases, there is an expectation among many companies that a large proportion of workers from across many sectors of the economy will return to the workplace. Recent surveys by CNBC of senior technology sector executives, indicate that as many as 50% of employees, and potentially more, will return to the workplace in September. The coming shift back to the office for many workers was also indicated by Chief Financial Officers in a May survey of the CNBC Global CFO Council. For companies whose employees are going back onsite, it is the priority to put health and safety procedures in place to protect employee safety.

There will be many things to consider, such as:

• reviewing the workplace to ensure employees can maintain a safe distance between each other
• determining how to manage meetings, interviews and other interactions and what arrangements need to be made about communal areas, such as canteens or kitchen areas
• and perhaps even the staggering of working hours, so that not all employees are onsite at the same time

However, even though these matters are all important, the most crucial aspect to resolve is what should your organization do if an employee, or multiple employees, become infected with COVID-19? How can you take care of their well-being and limit the spread of the virus among your workforce and the wider community?

One way to mitigate these risks is to deploy a Contact Tracing solution that aims to reduce the spread of COVID-19 among your workforce.

Contact tracing is defined by the World Health Organization (WHO) as follows:

Contact tracing is the process of identifying, assessing, and managing people who have been exposed to a disease to prevent onward transmission. When systematically applied, contact tracing will break the chains of transmission of COVID-19 and is an essential public health tool for controlling the virus.

We believe companies that combine this process with the latest contact tracing technology, can take control of protecting their employees and business(es) today, without the need to wait for government intervention (See reason 6 below). But that's not the only reason. Read below for our 6 reasons why your organization needs to adopt a Contact Tracing solution now.

(*Note: In the case of universities, the same applies to students coming back to work and campus safely).

We cover the following topics in this article:

We have been tracking our customers’ COVID-19 data for 7 weeks now. Each week the coronavirus-related case data (employee questions, inquiries and requests) and conversations with our customers reveals new trends, insights, and stories that enable us, and HR teams, to understand what is happening as a result of the impact of the coronavirus pandemic on organizations and their employees.

As of the end of March 2020, more than 846,000 cases of COVID-19 have been reported in over 200 countries and territories, resulting in approximately 41,000 deaths. 

Traditionally, HR Helpdesk software was used by HR Service Advisers and their managers to track and manage employee inquiries, issues and questions coming into HR from the business. Employees would call or email HR, and the Adviser would use the HR Helpdesk software to log and track details of the employee’s inquiry. The HR Manager would then use the Reporting functionality to monitor KPIs, such as call volume, number of cases open/ closed, and call handle time. From a technical standpoint, the HR Helpdesk included a software interface (or Console) with searchable Knowledge Base, which enabled HR to search and locate answers to employee questions quickly and efficiently. In recent years, the traditional HR Helpdesk has evolved into a far more sophisticated HR Service Delivery solution. For example, HR Helpdesk software now incorporates an Employee Portal application with ‘self-serve’ functionality, making a searchable Knowledge Base available to all employees.

We cover the following topics in this article:

• What is HR Case Management?
• Dovetail's HR Service Delivery Experience
• HR Case Management
• HR Knowledge Management
• Employee Portal (including AI Chat & Live Chat)
• Reporting & Analytics
• Employee Relations
• Remote Working for HR
• Conclusion

What is HR Case Management?

HR Case Management enables HR to improve the quality of employee services, by using advanced features, such as Case Tracking, Workflow Automation and Reporting & Analytics to track, manage and resolve employee HR/Payroll issues, questions and requests into the HR function.

The Employee Portal (that integrates with HR Case Management) enables communication with employees across all channels, including email, self-service, phone, and Live Chat. The word “Case” is the name of the record used to track an employee’s conversation with HR. It does this by collating items such as notes, emails, phone calls, live chats, attachments, tasks, and more into a single view.

Discover more about HR Case Management by viewing the following Dovetail HR video.

Almost 300 Workday Customers and Prospects visited Workday Certified Select Partner Dovetail’s exhibition stand at Workday Rising Milan in November 2019.

An Employee Portal, sometimes known as an HR Portal, is an online employee engagement platform that puts a range of HR services at the employee’s fingertips. From providing employees with access to helpful HR content and self-service functionality that answers their questions, to Live Chat and case tracking, an Employee Portal enhances the employee service experience, which increases employee satisfaction and engagement levels. It is also a communications and change management tool, enabling HR to effectively engage with their employees and support the management of change and development within the organization. Additional benefits include increased workforce productivity and greater efficiency of HR operations.

Watch the Employee Portal video for a greater understanding of how an Employee Self-service Portal can help your organization.

Diagram 1 - Dovetail Multi-Tiered HR Service Delivery Operating Model

HR Service Delivery is the HR function responsible for providing employees and line managers with a wide range of services, including (among many others) payroll processing, employee benefits and onboarding. 

Maximizing HR Productivity With HR SLA in Case Management and Helpdesk Tools

Do you use an HR Case Management or HR Helpdesk tool to enable HR to deliver services to your employees? Are you benefiting from the HR Service Level Agreements (SLA) functionality that these systems provide? If not, you are missing an opportunity to improve services for your employees and increase HR productivity.

In our previous post we mentioned how our senior leadership team have been focused on three key objectives. Towards that initiative here are the 10 ways Dovetail has improved HR Service Delivery over the past 12 months for our customers:

Today we are excited to announce the launch of our new company website and HR Blog. The new Dovetail website is part of a wider initiative that started internally here in September 2018. The focus of the program revolves around three key objectives: