1、1 1 2021 Information Services Group, Inc. All Rights Reserved.2021 Survey on Industry Trends in HR Technology and Service Delivery2021 Survey On Industry Trends in HR Technology and Service DeliveryApril 20212 2 2021 Information Services Group, Inc. All Rights Reserved.2021 Survey on Industry Trends
2、 in HR Technology and Service DeliveryExecutive Summary Coming out of a challenging year marked by uncertainty and significant change in the way we work, HR organizations are accelerating their move to the cloud. This past year, organizations found not only cost savings with a shift to the cloud, bu
3、t better business value. We see suc-cesses happening in organizations that are developing clear HR technology strategies, aligning their HR service delivery models with their new HCM platforms, optimizing HR processes and focusing on data and analytics. However, significant opportunity to improve HR
4、 service delivery still remains. To better understand these opportunities and how organizations are moving forward in their digital transformation journey, ISG asked 260 companies a series of questions about their HR technol-ogy and service delivery environments. The companies represent a cross-sect
5、ion of industries operating in key geographic regions around the world and range in size from 5,000 employees to more than 50,000 employees. ISGs 2021 Industry Trends in HR Technology and Service Delivery Report is an analysis of that data through the lens of our deep market experience.Report Highli
6、ghts HR organizations are accelerating the move to the cloud. Based on this years survey results, organizations were ahead of where they expected to be in 2020 as reported in the 2019 survey. This accelerated shift to the cloud coming out of the pandemic illustrates how organiza-tions are prioritizi
7、ng the employee experience, support for a virtual workforce, and a more agile model to meet the needs of the business. Not only are organizations achieving costs savings across both IT and HR in moving to HR Software-as-a-Service (SaaS) solutions, but they also are capturing measurable business valu
8、e a significant improvement from the prior survey. Organizations that failed to approach their human capital management (HCM) implementation as a true transformation were much less likely to achieve business goals. Organizations that take the time to harmonize and optimize their processes are report
9、ing significantly better results in driving efficiency and improving the user experience with their HR technology. Organizations are slower to adopt emerging technologies (such as robotic process automation and AI/cognitive solutions) and have limited awareness of their effectiveness within HR opera
10、tions. Nearly seven in 10 organizations expect more than 20 percent of their employees to work from home (WFH) in 2022 and beyond, with the most common view being that 20-40 percent will WFH. Outsourced and hybrid-outsourced delivery models have grown in prevalence as the pri-mary service delivery m
11、odel across HR functions. There is a clear year-over-year migration toward increased use of outsourcing as a primary or hybrid delivery model, with indication of robust growth for both outsourcing and shared services. Organizations of different sizes realize different impacts with outsourcing. Small
12、er organizations (with fewer than 10,000 employees) report the greatest improvement in service quality; larger organizations (with more than 50,000 employees) report the greatest improvement in cost reduction. Organizations have made progress around data and analytics with the desire for data at an
13、all-time high. However, surfacing the data and insights, quickly delivering them to the business and using them to drive action that creates business impact remain challenges for many.3 3 2021 Information Services Group, Inc. All Rights Reserved.2021 Survey on Industry Trends in HR Technology and Se
14、rvice DeliveryHR Technology: Key Trends and AnalysisOver the past several years, we saw strong demand for HR technology, but organizations were not able to move to SaaS as quickly as they had anticipated. Taking time to adequately plan, secure approval for a business case, ensure readiness to implem
15、ent a new platform and adjust operating models among other factors stretched HR teams. While challenges remain, the results in this years survey depict a greater-than-predicted shift to SaaS.Figure 1 depicts the aggregate response from our survey participants when we asked them to select one profile
16、 that best describes their enterprises (primary) HR technology model in 2020 and the one that best describes where they will be in 2023.In looking at the results of companies in this years survey, 46 percent indicate that a SaaS subscription-based or hybrid solution best describes their HR technolog
17、y platform today, while the remaining 54 percent operate on-premises, hosted or internally developed solutions. SaaS adoption is higher than predicted based on the results from the prior survey, Industry Trends in Human Resources Services and Delivery 2019, in which 41 percent of respondents expecte
18、d to be up and running on a SaaS or hybrid solution in 2020. The percentage of on-premises models remains almost exactly as predicted at 31 percent; internally developed solutions fell from 6 percent to less than 1 percent.Figure 1: Current (2020) and future (2023) primary HR technology modelLooking
19、 to 2023, the percentage of organizations expecting to be on a SaaS subscription-based or hybrid solution jumps to 57 percent an indication of continued strong growth.31%23%23%19%33%39%13%18%0%1%20202023Licensed software on-premisesLicensed software hostedSaaS subscription-basedHybridInternally deve
20、loped system4 4 2021 Information Services Group, Inc. All Rights Reserved.2021 Survey on Industry Trends in HR Technology and Service DeliveryThe most important outcomes organizations have gained or expect to gain in adopting SaaS are depicted in Figure 2. Improving the user experience is the top ou
21、tcome organizations expect in adopting HR SaaS. Coming out of COVID, organizations are particularly focused on better engaging employees, supporting a virtual workforce, improving productivity and enabling a more agile model for HR. During a time plagued by heavy workloads, work-home life imbalance
22、and limited communication and engagement, HR SaaS is seen as a critical strategy to help achieve these outcomes.Reducing dependency on IT, reducing HR administration cost and improving integration of data and applications were also highly rated outcomes for the move to SaaS. HR stakeholders prioriti
23、zed employee experience, employee engagement and reduced dependency on IT as outcomes of the move to HR SaaS. Conversely, reducing HR cost was ITs top priority. And Shared Service stakeholders were focused on improving integration of data and applications to address operational challenges with dispa
24、rate systems and manual activities. Figure 2: Top three most important outcomes from adopting HR SaaS technology solutions18%9%12%10%12%4%6%6%3%4%3%3%3%6%10%13%11%11%10%5%8%7%8%6%2%3%4%3%8%12%8%10%7%11%6%5%7%4%8%6%5%3%Improve the employee user experienceReduce dependency on ITReduce HR administratio
25、n costImprove integration of data and applicationsIncrease employee engagementEnable agility for HRReduce technology cost of ownershipAccess to ongoing innovation and best practicesEnable globalizationSpeed to implement and achieve valueEnable use of artificial intelligenceEnable agility for the bus
26、inessAvoid capital expenditureImprove ability to attract the best talentOutcome 3Outcome 2Outcome 15 5 2021 Information Services Group, Inc. All Rights Reserved.2021 Survey on Industry Trends in HR Technology and Service DeliveryFigure 3: Criteria that drives HR tech selectionEvaluating New HR Techn
27、ologyOrganizations have an increasingly diverse and complex set of require-ments to evaluate in selecting new technology. Figure 3 shows the criteria that drives HR technology selection decisions. Data security once again tops the list of priorities in selecting a new HR platform. This is perhaps no
28、t surprising in another year in which data security breaches made headlines around the globe. Ease of use was the second highest priority for HR tech selection, tying directly to the priorities of user experience and engagement. We see this reflected in investments by the leading HCM platforms, such
29、 as the creation of cloud “journeys” to differentiate the experience and stream-line the process steps to make it easier for employees to manage critical moments such as onboarding, promotion or taking leave.Being globally connected and providing mobile access to the workforce has never been more im
30、portant, and we see that dynamic in this years results. Mobile access increased in importance from our last survey to now become a “top priority” or “must have” for 61 percent of respondents. Chat, voice and self-service capabilities also increased in importance this year for a more virtual workforc
31、e focused on improving productivity. Importantly, mobile access, chat and self-service capabili-ties also are critical components of creating an optimal user experience.Price was not a significant driver in our survey with 44 percent of survey respondents citing it as “not important” or “nice to hav
32、e.” Extending the HCM platform to other enterprise resource planning (ERP) modules ranked last on our list of top priorities, though it is still important for almost half of survey respondents. 4%6%8%10%12%16%15%15%14%15%13%18%18%15%20%15%27%30%26%28%36%33%30%34%34%37%33%31%30%36%28%31%34%31%23%27%3
33、3%29%32%28%33%53%46%43%37%29%27%25%25%25%23%22%20%17%16%Data securityEase of useEase of maintenance/agilityDepth of functionalityConfigurabilityMobile accessPredictive analyticsGlobal designChat, voice, and self-service capabilitiesPriceSocial featuresArtificial intelligence, automationModern look /
34、 feelAbility to extend to other ERP modulesNot ImportantNice to HaveMust Have/ ExpectedTop Priority6 6 2021 Information Services Group, Inc. All Rights Reserved.2021 Survey on Industry Trends in HR Technology and Service Delivery64%36%YesNoAchieving Business Value In our prior study, we found a sign
35、ificant gap between the investments organizations were making in SaaS technology and their ability to demonstrate improved business results. Only 41 percent measured business value improvements, such as increased retention and reduced time to fill, by adopting SaaS. This year, 64 percent said they a
36、chieved measurable business value by adopting SaaS (see Figure 4) a full 23 percentage points higher (and a more than 50 percent increase) than the prior results. The biggest metric that was improved: productivity. Cost savings is another area in which organizations cited significant improvements. F
37、igure 5 highlights that 70 percent of organizations were able to achieve HR savings of 10 percent or more, with 37 percent of respondents achieving 20 percent or more savings. Just 10 percent of respondents said they spent more or were unable to achieve HR cost savings. Sixty-one percent of organiza
38、tions were able to achieve more than 10 percent cost savings in IT/Technology Operations, Maintenance and Support when they moved to HR SaaS. A quarter of respondents achieved more than 20 percent IT savings. Sixteen percent said they spent more or were unable to achieve IT cost savings.Figure 4: Ha
39、ve you achieved measurable business value by adopting SaaS?7 7 2021 Information Services Group, Inc. All Rights Reserved.2021 Survey on Industry Trends in HR Technology and Service DeliveryIn cases in which organizations failed to achieve clear business value improvements, the reasons revolved aroun
40、d the organization failing to change the HR service delivery model or business processes when implementing the system and the technology falling short of the organizations expectations. Approximately two-thirds of cases in which companies didnt meet business value were related to factors outside of
41、the technology itself. Organizations that failed to approach the HCM implementation as a true transformation were much less likely to achieve business goals.Figure 5: What savings were you able to achieve by leveraging SaaS?8%7%8%3%24%19%36%33%16%24%7%9%2%4%IT / Technology Operations, Maintenance, a
42、nd SupportHR Administration and ManagementSpent moreNo savingsLess than 10%10-19%20-29%30-39%40-50%8 8 2021 Information Services Group, Inc. All Rights Reserved.2021 Survey on Industry Trends in HR Technology and Service DeliveryLessons Learned in the Pandemic 2021 Information Services Group, Inc. A
43、ll Rights Reserved.8 8How has the pandemic changed HRs priorities?In 2020, the COVID-19 pandemic changed work in unimaginable ways and rearranged the focus of HR activity. Survey respondents said they prioritized WFH tools, technologies and policies; training and upskilling employees; employee welln
44、ess; monitoring per-formance/productivity remotely; and cost reduction. HR has been on the frontlines throughout the pandemic, managing lay-offs and returns, design-ing WFH policies and the safe return to workplaces, all while caring for the wellness and engagement of employees during the most stres
45、sful events in recent history. 9 9 2021 Information Services Group, Inc. All Rights Reserved.2021 Survey on Industry Trends in HR Technology and Service Delivery 2021 Information Services Group, Inc. All Rights Reserved.9 9How did HR technology enable HR to respond to the COVID-19 pandemic?Fortunate
46、ly, many organizations that had invested in digital HR technologies were able to leverage these tools to effectively react and manage through these difficult times. Some of the primary ways HR technologies brought value were: Enabling real-time, data-based decision-making Fostering connections and c
47、ollaboration with employees Monitoring performance, productivity and engagement Enabling virtual recruiting, onboarding and offboarding Streamlining workflow and enabling remote working Many of the leading SaaS HCM solutions quickly added COVID-specific functionality to comply with new payroll legis
48、lation, track COVID cases and help manage the return to work. Overall, these tools enabled HR to accommodate the sweeping changes driven by the pandemic with agility, speed and confidence.Looking ForwardWhat is the Future of WFH? Most organizations expect about half of their employees will remain re
49、mote in 2021. Three-quarters of organizations expect more than 60 percent of employees will work onsite while less than a third of organizations expect 80 percent of employees will work onsite by 2022. It seems WFH is here to stay with some number of employees working from home going forward.What do
50、 you expect your organizations split between WFH and onsite will be in 2021 and beyond?3%23%38%29%7%0%6%17%45%32%80% onsite20212022+1010 2021 Information Services Group, Inc. All Rights Reserved.2021 Survey on Industry Trends in HR Technology and Service DeliveryFigure 7: Highest priority for HR IT
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