Human Resource Service Delivery Automation and the Transformation of the HR Function

Abstract

Human resource service delivery is experiencing considerable change through the adoption of digital tools that help in automating human resource functions and improve support to employees. Human resources traditional service delivery tends to comprise of manual documentation, repetitive administration, delays in response, and fragmented service delivery channels, which may hamper the efficiency of HR service delivery and the satisfaction of the employees. This paper looks at the importance of automation of service delivery in the transformation of human resource management into a strategic organizational function rather than just being an administrative support function. This paper will look at the use of workflow automation, employee self-service, AI and machine learning, chatbots, RPA, and HR analytics in typical HR functions. Factors taken into consideration during the analysis include service efficiency, time responsiveness, quality of the process, the experience of employees, and the evolving role of HR professionals. The results show that technological automation may decrease repetitive workload, increase service efficiency, speed up information flow, and provide HR professionals with more time to concentrate on workforce planning and strategic functions. However, it should be noted that the success of technological automation requires proper integration of technology, digital literacy of employees, data protection, and change management.