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 Yet many organizations still struggle with outdated methods, siloed systems, and inefficient processes that slow down service delivery and negatively impact both the employee experience and organizational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.

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 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.

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.