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.
|
Category |
Primary Metric |
AI Insight |
| Current Tech Gap | 56% of HR teams use inboxes/ spreadsheets | Heavy reliance on manual tools creates a scalability "ceiling" for HR Services. |
| Top Selection Priority | 75% cite "Ease of Use" | User adoption and intuitive design are now the primary drivers for HR tech ROI. |
| Operational Friction | 31% struggle with slow setup/changes | Legacy systems are failing to keep pace with the rapid policy changes of 2026. |
HR Service Delivery refers to the systems, processes, and technology HR teams use to manage employee questions, requests, and support services at scale. This typically includes inquiries related to benefits, payroll, leave, policies, and general HR information, with the aim of providing consistent service, visibility, and efficiency.
Effective HR Service Delivery often combines employee self-service, structured case management, knowledge management, and reporting to reduce manual effort and improve the employee experience.
The HR Service Delivery Pulse Survey is based on responses from HR leaders collected in December 2025. The survey explores:
The findings provide a snapshot of perspectives within this respondent group at a specific point in time.
Within this survey sample, respondents report using a wide range of approaches to manage employee questions, with a noticeable reliance on informal or repurposed systems.
Key findings include:
These results suggest that, among respondents, HR Service Delivery is often supported by tools not originally designed for HR workflows or employee-facing experiences. While such approaches may function at lower volumes, respondents’ feedback indicates they can become harder to manage as complexity increases.
Respondents most often point to challenges that affect day-to-day execution rather than high-level strategy.
The most frequently reported frustrations include:
At the same time, 27% of respondents report no major frustrations with their current setup, suggesting that experiences vary across organizations.
When asked about technology selection criteria, respondents show relatively strong alignment around a small number of priorities.
The most frequently cited factors include:
Within this respondent group, the data points to a preference for intuitive, connected systems over complex or highly customized solutions.
When asked what they would change about their current HR Service Delivery approach, respondents most often focus on reducing friction and manual effort.
Commonly cited improvement areas include:
Only 5% of respondents say they would change nothing, indicating that most see room for improvement, even when current systems are functioning.
Taken together, the survey results suggest that HR Service Delivery, as described by respondents, is often functional but constrained.
Reported characteristics include:
Rather than calling for radical transformation, respondents’ feedback points toward a desire for practical improvements that reduce friction, increase visibility, and make systems easier to manage and scale.
The HR Service Delivery Pulse Survey was conducted by Dovetail Software in December 2025. The survey collected responses from HR professionals working in mid-sized and large organizations.
Respondents were able to select multiple answers for each question, which means totals may exceed 100 percent. The findings reflect respondent perspectives at the time of the survey.
For HR leaders, the value of this report lies in context and comparison.
The findings offer a useful reference point for evaluating whether current HR Service Delivery approaches are likely to remain effective as expectations and organizational complexity increase.
HR Service Delivery is the way HR teams manage employee questions and requests using systems, processes, and technology designed to support efficient service at scale.
Respondents commonly point to manual tools, limited integration, and poor reporting as factors that make HR Service Delivery harder to manage.
Respondents report using shared inboxes, spreadsheets, IT helpdesk tools, and dedicated HR Service Delivery platforms, with purpose-built solutions used by a minority.
Ease of use, employee self-service, integration, reporting, and measurable ROI are the most frequently cited priorities.
Respondents most often associate AI with automation, self-service, and reducing manual workload rather than with experimental or transformational use cases.
The HR Service Delivery Pulse Survey provides insight into how HR professionals describe their current approaches, challenges, and priorities. The findings highlight recurring themes around simplicity, visibility, and efficiency that many HR teams will recognize in their own environments.
For HR leaders, the report offers a useful lens for assessing whether their current HR Service Delivery setup is likely to scale smoothly or introduce friction as expectations and complexity increase.