2011 – 2012 HR Service Delivery Survey

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New Horizons, No Boundaries: An Expansive Landscape of HR Service Delivery Opportunities

Nearly 450 organizations participated in the 14th annual Towers Watson 2011 – 2012 HR Service Delivery and Technology Survey. The results show respondents are well positioned to take advantage of enhanced talent management strategies, including integrated SaaS-based solutions, HR shared services organizations (HRSSOs) and new outsourcing opportunities.

Key findings include:
 

• HR is looking at new ways to address enduring talent management issues. While the top HR service delivery issues have not changed over the last five years, the approaches now available to companies are innovative and varied, as well as supported by agile and more integrated new technologies.
• HR organizations have shifted their primary focus from cost efficiency to once again putting strategic goals first. Taken as a group, we see the initiatives undertaken by survey respondents in the last 18 months as enabling the HR function to rethink its own role in the business.
• Technology spending is holding steady or on the rise for most organizations, and new technologies are available. One in five respondents (20%) implemented a new HRMS in the last 18 months, and another 20% cite upgrading an existing HRMS as a top service delivery goal this year.
• Software-as-a-service (SaaS) is growing in acceptance. More than half of respondents (54%) are either using or planning to implement a SaaS solution, with more still evaluating new options and yet to make a selection.
• HR shared services organizations (HRSSOs) have proven both effective and efficient. A majority of respondents (59%) now use internal or external HRSSOs. Organizations for which long-term cost was the primary driver for implementing an HRSSO most frequently reported savings between 10% and 40%, with 42% realizing savings within two years of implementation.

For more information, or to download a copy of the report, please click here