How a Shift in Focus to Employee Experiences Will Empower the Future Workforce

Company leaders have become increasingly more proactive when it comes to developing the right culture to engage, motivate, and inspire their workforce. That’s because the numbers show that when we invest in our people and put employees at the center of business, everyone succeeds. And this is no different for the U.S. Intelligence Community.

For instance, the U.S. government is under constant pressure to hire, develop, and retain a cleared and skilled workforce in a rapidly moving, always-on world. Fortunately, SAP NS2 offers a human-centric strategy, known as Success Factors Human Experience Management (HXM), that’s been shown to build and retain the right employees in order to deliver on mission-critical work.

Human Capital Management: Missing the Employee Experience

“How do we attract the right people?” “Who are the right people?” “How do we keep the right people from leaving?” The questions most leaders find themselves asking are tricky for a number of reasons. First, the insight required to fully understand workforce alignment is scattered across multiple systems.

“People are your most important asset.” Given the heightened battle for talent and the changing dynamics of a more diverse workforce, these words could not be truer.

Many organizations suffer from having “one of everything”—one solution for recruiting, one for onboarding, one for training, and so on. This approach severely limits enterprise-wide decision making. Second, even after the data is brought together, visibility into why problems are happening or how to fix them aren’t always obvious.

With respect to today’s Human Capital Management (HCM), no solution has tracked the bottom-up, hire-to-retire experiences from the perspective of the employee. This means none of the current options track the key factors that ultimately influence an employee’s decision to submit a resume, accept an offer, stay engaged, or leave an organization.

The current state relies solely on operational data and leaves us in a state of knowing what is going on, but not exactly why. And without real employee experience data, it’s difficult for an organization to even begin to fix recruiting or retention issues. In fact, the operational “What” data alone typically has organizations chasing the wrong problems, at great loss and great cost.

The Unique Challenges Facing the U.S. Intelligence Community

While the U.S. Intelligence Community (IC) remains focused on confronting conventional challenges to national security, advances in technology are calling for urgent waves of change across multiple fronts.

The IC finds itself pressured to be more agile, innovative, and resilient in its response to various threats.

The interconnected nature of these threats underscores the importance of the IC to recruit, develop and retain a diverse pool of the best and the brightest in the world.

Compounding these issues are recruiting challenges unique to the IC:

The need to improve an employee’s overall experience in the workplace may not be new for an established organization. But people’s expectations are evolving, and the stakes are especially high for the IC.

The Evolution from HCM to HXM

SAP SuccessFactors Human Experience Management (HXM) introduces a new approach to HR solutions that builds on the best of HCM — and extends it to create truly dynamic, engaging, and employee-centered experiences.

When leaders are able to gather “Why” and “How” data, organizations can get a full picture of the issues at hand, be empathetic, and take action.

Figure 1: The current state relies solely on operational data and leaves us in a state of knowing “what” is going on, but not “why.”

If employees are our most important asset, and the care of our employees is critical, we need to do more and listen to their feedback, their intentions, opinions, and emotions.

This is much more than an annual pulse or exit survey—it’s a continuous, human-centric feedback loop across their entire employment journey. This is how we answer the complex questions on how to keep and grow talent, but also how to attract more of the right people.

Figure 2: Create a feedback culture – a real-time, human sensing network that collects, draws inferences, and promotes action based on the wants and needs of the employees across all moments that matter.

In order to close the employee experience gap, it’s up to leaders to find out what’s actually happening within their organization. Given today’s tight candidate market, employee retention is essential to both day-to-day successes, but also long-term innovation growth.

To learn more about how SAP Success Factors HXM optimizes employee experiences in ways that accelerate business growth, download our free report today.

During times of uncertainty, citizens look to their government for leadership. The evolving situation surrounding COVID-19 is causing governments and departments to shift their focus and (sometimes limited) resources toward combating the spread of this global virus.

Now more than ever, officials need to empathize with their communities, provide timely information, communicate strategically, and stay connected and engaged with their citizens and employees. As we’ve worked closely with local, state, and federal officials, we are seeing different ways that this support is being administered across the board.

Empathize with Your Community

Most citizens have never faced a public health crisis like the one we are facing right now. Taking time to understand how this is affecting your community can lead to insights that will help to better prioritize communication and education efforts while keeping a pulse on your community. Local governments can track requests for information and reports of symptoms in their communities.

Asking promotes empathy. The Department of Human Services in Alleghany County, Pennsylvania, sent a proactive survey to the community asking what information citizens need and how they could work together to provide essential services during the COVID-19 pandemic. Understanding potential complications and added stress that come with school closures, services being suspended, or finding the right health providers, can help local officials make citizens feel cared for and safe during uncertainty and disruption.

Provide Timely Information

Sharing timely information can calm communities and help citizens understand how to keep themselves and their loved ones safe. As citizens look to their government for answers, it’s easy for resources like call centers—typically used by a smaller subset of the population—to become overwhelmed with incoming requests.

We’ve seen organizations create ad hoc call centers and establish cross-functional task forces to help keep information and recommendations up-to-date for the public. For example, government officials can direct people with symptoms to appropriate resources. Having that information readily available can reduce call volume and gives citizens the immediate answers and resources they need.

Communicate Strategically

Providing consistent and accurate information is critical for any government, but most especially during a situation that is changing daily. Local governments, like the Ottawa County Department of Public Health in Michigan, have put together strategic communication plans to share public information even as they themselves adjust to working from home and continue to support an even broader set of services.

While frequently updating information for the public, Ottawa County created a digital open door for citizens to connect with local health departments, sharing FAQs around COVID-19, and gathering sentiment pulse data from their newly remote employees.

Stay Engaged with Employees

While dealing with a wave of citizen feedback, it is critical for leaders and individual managers to stay engaged with their employees as they shift to working remotely. We see federal agencies contributing employee pulse questionnaires to understand how their employees are adjusting to remote work and what support they need to provide in order to ease the transition.

Shifting to a remote workforce poses its own set of challenges, even outside the scope of a public health crisis. Daily contact with employees and frequent team interaction and collaboration is essential to maintaining morale and productivity across locations.

In this new reality of shifting information and uncertainty, governments can do their part in calming public fears and helping everyone stay safe by being engaged and connected to the experiences of their citizens.

To access free resources to stay connected with employees and citizens in your community, click here:


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