2021年人力资源HR技术和服务趋势报告（英）-28页_2mb

2021 Survey On Industry Trends in HR Technology and Service Delivery Summary

Core Content

This report summarizes the findings of a 2021 survey conducted by ISG on industry trends in HR Technology and Service Delivery, focusing on the impact of digital transformation, cloud adoption, and the evolving role of HR in a post-pandemic world. It includes insights from 260 organizations across various industries and sizes, highlighting the shift in priorities, challenges, and opportunities in HR technology implementation and service delivery models.

Main Points

Cloud Adoption Acceleration

• HR organizations are rapidly moving to cloud-based HR technology solutions, with 46% currently using SaaS or hybrid models in 2020, and 57% expected to do so by 2023.
• The shift to SaaS is driven by cost savings, improved business value, and better support for a virtual workforce.
• Organizations that treat HCM implementation as a true transformation are more likely to achieve business goals.

HR Technology Outcomes

• Top Outcomes of SaaS Adoption:
  • Improved user experience
  • Reduced dependency on IT
  • Lowered HR administration costs
  • Enhanced data integration
• Business Value Gains:
  • 64% of organizations reported measurable business value from SaaS adoption, up from 41% in 2019.
  • Productivity was the biggest metric improved.
  • Cost savings were also significant: 70% achieved 10% or more HR cost savings, and 61% achieved 10% or more IT cost savings.

Pandemic Impact on HR Priorities

• The pandemic reshaped HR priorities, with a focus on:
  • WFH tools, policies, and technologies
  • Employee training and upskilling
  • Employee wellness and engagement
  • Remote performance monitoring
  • Cost reduction
• HR technologies enabled organizations to respond to the crisis by:
  • Supporting real-time decision-making
  • Facilitating employee engagement and collaboration
  • Streamlining workflows and enabling remote working
  • Adding pandemic-specific functionality (e.g., payroll tracking, return-to-work management)

Future of WFH

• Most organizations expect around 50% of employees to work remotely in 2021, with a gradual shift toward a hybrid model.
• By 2022, nearly 70% expect more than 20% of their workforce to work from home, indicating that WFH is likely to remain a long-term trend.

HR Technology Investment Priorities

• Top Investment Areas:
  • Experience suites (knowledgebase, HR portal, case management)
  • Analytics (HCM, workforce planning, strategic reporting)
  • Employee wellness programs
• Emerging Technologies:
  • RPA is gaining traction, with organizations planning to use it for process optimization.
  • AI and cognitive technologies are still underutilized, with only 30% exploring their deployment.

Service Delivery Models

• Shared Services and Outsourcing:
  • Slightly more than half of organizations use shared services, and slightly less than half use outsourcing.
  • Outsourcing is growing as a primary or hybrid delivery model, with a clear year-over-year trend.
  • Larger organizations (over 50,000 employees) report the greatest cost savings from outsourcing, while smaller ones (under 10,000) see the most improvement in service quality.
• Hybrid Models:
  • Organizations are increasingly adopting hybrid models that combine shared services with outsourcing, and are leveraging experience suites to integrate these models.

Systems Integrator (SI) Selection

• Top SI Selection Factors:
  • Experience with the chosen HR technology
  • Industry-specific experience
  • Range of services offered (e.g., application management, integration, reporting)
• Challenges in SI Selection:
  • Price is still a key factor, with organizations exploring various providers to increase competition.
  • The delivery team is the least critical factor, though it is important for project success.

HR Technology Strategy and Maturity

• Most organizations are only moderately successful in aligning their HR technology strategy with organizational goals.
• A centralized HR Tech Center of Excellence (CoE) is recommended to drive strategy and roadmap.
• Only 30% of organizations are "very successful" in defining their operating model, leading to confusion and inefficiencies.

Key Insights

• Cloud migration is a key trend, with SaaS adoption increasing faster than expected.
• Outsourcing and shared services are becoming more common, especially for transactional HR functions.
• Data and analytics are critical for driving business value, but many organizations struggle with implementation.
• Employee experience is a top priority, with a focus on self-service, mobile access, and engagement.
• Emerging technologies such as RPA and AI are gaining attention but are not yet widely adopted.
• Process optimization and model alignment are essential for achieving business value from HR technology.

Challenges and Opportunities

• Challenges:

  • Limited awareness and adoption of AI and cognitive technologies.
  • Inadequate process harmonization and alignment with new HCM platforms.
  • Insufficient change management and communication during implementation.
  • Complexity in SI selection and implementation due to market competition and resource constraints.

• Opportunities:

  • Leveraging SaaS and hybrid models to improve agility and support a virtual workforce.
  • Investing in experience suites and analytics to enhance employee engagement and business outcomes.
  • Using outsourcing and shared services to drive cost savings and quality improvements.
  • Implementing emerging technologies like RPA and AI to improve efficiency and reduce administrative burden.

Conclusion

The 2021 survey highlights a significant shift in HR technology and service delivery, driven by the pandemic and the increasing need for digital transformation. Organizations are moving toward more cloud-based, agile, and employee-centric models, with outsourcing and shared services playing a growing role. However, the full realization of business value requires a strategic approach, process optimization, and effective change management.