Weekly Insight - August 02, 2010

Pushing Self-Services to Mobile Devices

By 2013, close to 35% of the workforce will be using mobile devices – that equates to about 1.19 billion workers. Given the increasing mobility of workers and managers, HR and IT self-services applications need work both on computers and mobile devices.

The year 2013 is about three years away; three years ago how many people used their mobile device applications for doing anything other than a bit of email and calendar activity? Now, in 2010, an average user spends 80 minutes a day using applications on their smartphone – that's almost an hour and a half each day. Making HR and IT self-services available to users of smartphones brings the business functions closer to the users and gives them another option for interacting with HR/IT.

Getting closer to users and giving them more options to work with HR/IT data and processes brings credibility, familiarity, and awareness to the HR and IT functions – all of which help add value to the organization. To learn more about SAP's offerings for mobile technology, visit their web site at http://www.sap.com/solutions/mobility/index.epx

How Much Value is Locked-up in Poor Web Sites?

People want to be able to resolve issues on their own – are you giving them the resources they need to do that? A study found that 57% of people who call in for support do so after initially attempting – and failing - to resolve their problem via the web site. If you were able to improve your HR/IT web site so that the number of those calls were reduced by one-half, how much effort would be saved? How much of that saved effort would be in HR/IT, and how much in the rest of the organization? How would peoples' perception of HR/IT change, and what is that worth? What if instead of reducing the calls by one-half you reduced them by 90% - how much more impact would that have?

Steve Bogner, Managing Partner
www.insightcp.com

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