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Let experience guide you in determining the optimal mix of in house and external support when defining a sustainable Workday operating model.
You have selected Workday—what comes next?
Like yours, many organizations are moving to the cloud for their HRMS solutions. Also like you, many of these companies are selecting Workday as their SaaS option. But when so much focus is placed on which technology to select, the broader HR and technology operating model can become an afterthought.
You know you need to start planning as early as possible for the ongoing support of Workday, but you still have some questions— for example:
Future-state delivery model
Business case realization and change management
Ongoing employee, manager and HR support
The remainder of this paper will provide insights into your options and help you find answers to these questions as you move forward on your Workday and HR journey
Once Workday is selected, you will find you still have many critical factors to consider as you move your business forward and realize the value of SaaS. We have seen the most success with clients that maintain their focus and keep the following key items in mind:
Service is still king. Employee and manager self-service rates will likely increase, but recipients still need robust personal service. While there typically are fewer calls than with the legacy system, the calls tend to raise more complex issues. You can expect that between 5% and 10% of workers will require a service request each month. With the rise of social media your employees have never had a stronger voice when they are not happy, are you ready?
Delivery risks remain. SaaS requires less technical expertise and more functional expertise, so the mix of required resources you need will change. Additionally, there are always specific needs to be met within large, complex organizations. Every project has blind spots that can be managed—but you need to be aware of them. You need strong project management that has seen the issues before and can help you look around the corners proactively.
Upgrade speed can be difficult to digest. Regular updates are one of the ways moving to the cloud benefits your HR system. These updates require planning, strong governance and a ready change management approach. SaaS buyers often do not take full advantage of the new functionality due to lack of planning, governance and challenges maintaining skilled resources to assume these updates within the system. Your business expects you to leverage every piece of new functionality— you need a plan.
Configuration “just because you can” does not mean “you should.” Configuration flexibility is powerful, but can create unexpected outcomes and ongoing operational challenges. You will continually have choices to make that have significant long-term impacts on the sustainability of your processes and configuration management.