Self-service: employees arrange their own affairs

[Arzina333]

Internal service: a world to win
Actually, organizations tend to overlook it quite quickly. I mean the question of how they can best serve their employees on their intranet. Because 'service' is something you offer customers, consumers, citizens. But, people! Internally, there is also a world to be won, and service should also be a priority. Or get it. There are enough primary or at least secondary processes that can be streamlined or supported via the intranet, so that employees feel that they have really been helped and can move forward more quickly or easily. This will make them do their work more efficiently and effectively, with a pleasant feeling.

Hard versus soft
Of course, intranet is not just about primary business processes and efficiency. It is not just about the hard side. Intranet also plays an important role in (internal) communication, collaboration and culture — in the soft side. There are also opportunities there to move from a purely informative level, with vague results, to a service level with more ROI.

I understand that success factors are not always easy to determine. But it is good to investigate what really helped employees and whether they felt taken seriously. Now I could of course discuss the service level of every process or functionality on the intranet, but that does not seem useful to me. I especially want to delve a little deeper into that soft side. Because as well-thinking professionals we can already think of how we can organize the hard side. To mention this briefly, here are my thoughts:

The hard side of intranet revolves around self-service: an employee can arrange his affairs himself, without the help of another or a helpdesk. You know them:

filling out forms;
book meeting rooms;
the declaration of costs;
request leave;
reserve a pool car or company bicycle;
and so on.
Administration

Often all these separate elements can be perfectly executed on the intranet. It becomes more annoying when you want to perform a combination of these tasks. Just think about it: you are organizing a meeting. How annoying is it if you are sent from pillar to post on the intranet: book your meeting room here, register your visitors there, sweden phone data click here to order lunch and arrange the parking spaces five pages further on. Sounds realistic? It is. Due to silo formation in organizations, it sometimes seems impossible to bring all these tasks and functionalities together on one page. While that really helps the employee.

Bring it together
Although it may seem difficult to bring everything together, it is worth the effort: it results in a lot of efficiency gains. The most important success factor is that someone is helped from start to finish, including follow-up or feedback. This often involves cross-departmental processes. Collaboration and coordination, arranging things properly, is therefore essential. Also coordination with the offline processes. As an organization, you must map out the entire process flow, to see how content and/or functionality can be brought together to give the employee an optimal service experience.