Consumer-centered Delivery in Shared Services

Employees and Managers continue to bring their consumer-based expectations into the workplace knowing who they are, having their needs anticipated, and delivering real-life solutions. In response, some companies are expanding their service delivery channels (e.g., mobile, chat, text), offering more self-service (through their ERPs/HCMs or Employee portals), and/or expanding service portfolios (e.g., travel, facilities). Each of which can be part of the broader paradigm shift to a consumer-centered service delivery model within Shared Services. We will discuss new ways of designing a service delivery model and the incremental steps some organizations are taking to progress against the vision.