Employee Self-Service Center
Lawson Software

With the arrival of E-Commerce comes the challenge of training a wide range of audiences who may only use the business application on an occasional basis. Lawson Software seeks to erase expensive training needs by building its trademark Self-Evident Applications.

In this example, Lawson’s Self-Service Center for employees’ common human resource and payroll tasks accomplishes Lawson’s goal of zero training. It combines the key elements of performance-centered design, user-centric language, task orientation, graphic representation, and user guidance. It is elegant, easy-to-use, an integral part of the company’s enterprise business database.

The Employee Self-Service Center allows employees to manage all of their own payroll, benefit, and personnel information. There is no longer a need for trained Human Resource representatives to "enter data" or "look up information" for them. Data about an employee is best managed by that employee. It should be accessible from any browser, from any place in the world, twenty-four hours a day. After all, it is the employee who has the information or needs the information.

Employees have certain "Roles" available to them. Roles are displayed across the top of the screen. In this example the employee has three roles he may assume. The employee might want to "Customize" his online Information Office, manage his "Employee" information, or work with his subordinates if he is a "Manager".

Each Role contains specific "Tasks" that are then displayed on the left side of the screen.

Figure (1.) The Life Events task is selected and a graphic containing the life events we all experience is displayed. This graphic is an example of using language that is user-centric.

Note: For a complete demonstration of this particular task go to http://www5.lawson.com/demoware/guest1.htm and click on Life Events at the top of the page.

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Figure (2.) The Move task is selected allowing an employee to change his current address.

But before the current address is displayed so it can be changed, the Lawson S.E.A. application realizes that:

· an address change might be connected with a dependent leaving the nest,

· or a move necessitated a new bank must be found,

· or your brother is Seattle may no longer be your emergency contact

· or your w-4 must be updated.

The user is reminded that these additional tasks may be precipitated by the move task. This is an example of user guidance.

Figure (3.) The employee would then click on the Move task which will allow him to change his current address.

Figure (4.) Finally, a check mark appears over each task that has been performed, guiding the user.

Previous system:

The Self-Service Centers duplicates functionality in the standard Lawson business applications. As with many client/server systems the standard offering runs in a Windows GUI paradigm. In- depth training for the user is assumed. Tasks are not clearly delineated. The user must know how to navigate the various screens in order to perform the work.

Figure (5.) Standard system used to change employee information.

Employee Self-Service was designed for all employees regardless of computer skills. Touch screen kiosk versions are available for shop floor workers who do not have access to a computer at their desk or who may not be familiar with the use of a mouse and keyboard.

This system has been installed at Lawson Software and in dozens of sites at Lawson’s clients.

Since its implementation at Lawson Software, the Lawson HR department has tracked savings in several key HR administration areas, including Life Events, Employee Handbook, 401k returns, payroll and employee expense reporting and holiday schedules.

Cost Savings - Based on Web activity between September 1997 and January 1998, Lawson will realize an annualized savings of over $82,500. Says Kristin Trucker, Benefits Manager, "This includes reporting costs for information that we no longer have to provide for managers - they are now able to run their own reports over the web."

Less time on the phone - General inquiry calls to HR administrators have decreased by 90% as employees have learned to help themselves. Says Wanda Fisher , VP of Human Resourses, "This, combined with the decrease in HR processing time, means that we focus 32% less HR resources towards administrative functions. We have been able to reallocate these resources towards strategic, value-added programs and services."

HR representative to employee ratio - has decreased over 43% since the implementation of SEA. Says Wanda, "This means that each HR rep is able to support 43% more employees than before we began using the Office."

Data integrity and confidentiality of data have improved - Says Kristin, "People will take the initiative when it comes to updating their own information, so we have better, more reliable information. In HR, one crucial point is confidentiality - from employee increases to personal employee data, it's absolutely essential that we are able to maintain confidentiality.

The SEA service centers have actually improved this - no longer are we sending or receiving confidential employee information through the mail. The information is input where only authenticated users can see it."

An in depth case study can be found at http://www5.lawson.com/documents/case.htm

It took only six weeks to implement this system at Lawson Software for 1200 employees. One e-mail was sent to each employee explaining where the Employee Self- Service Center was located on the company Intranet and supplying a User ID and password.

Contacts

Terry Wier, Director Internet Products
Lawson Software
1300 Godward Street
Mpls, MN 55413
612-379-8086 x4363
terry.wier@lawson.com

Kathy Fischer, Manager HR Development
Lawson Software
1300 Godward Street
Mpls, MN 55413
612-379-8086 x8302
kathy.fischer@lawson.com