DIGITAL EMPLOYEE OPERATIONS - Drive a frictionless employee experience through delivering next-generation HR operations - Capgemini
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DIGITAL EMPLOYEE OPERATIONS Drive a frictionless employee experience through delivering next-generation HR operations www.capgemini.com
A frictionless Up to 40% Over 95%
employee increase in first contact
experience productivity resolution
A consumer-grade employee An integrated, frictionless HR
experience is driving expectations services platform for a talented,
Alongside the traditional pressures around justifying the
motivated, and well-managed team
value of HR, there is an increasing expectation on HR Capgemini’s Digital Employee Operations (DEO) offer puts
departments to interact seamlessly with employees to your people at the center of your HR value proposition. By
deliver a consumer-grade, digital customer experience across moving away from a process-centric approach to one that
a variety of channels, 24/7. deploys digital platforms, DEO helps you deliver a frictionless
experience for your employees, while transforming the way
To create digital HR excellence in a world of fast changing you address your talent and workforce challenges.
skills sets and competing global demand, HR leaders need to
Our offer puts your individual employee at the heart of the
deliver:
solution, across your talent acquisition, HR administration,
payroll, and HR analytics functions to deliver strong and
• An enhanced employee experience
sustainable value to your business, including:
• New ways of working
• A frictionless, “consumer-grade” employee experience
• Actionable analytics • Up to 40% increase in productivity across five years
• Improved digital literacy • Over 95% first contact resolution and 30% less queries
• Re/up skilling of the organization. • Enhanced optimization of resources and human capital
• Increased flexibility to scale operations
To overcome these challenges, HR leaders are faced with a • Increased adoption of digital skills
difficult choice: replace the existing HR platform for one that • Insights-led decision-making
delivers transparent, tangible value; or boost employee • Reduced risk in delivery via robust operation
experience and engagement on existing platforms to In turn, this helps you to transition to – what we call –
enhance satisfaction, productivity, and retention. the Frictionless Enterprise.
The Frictionless
Enterprise
The Frictionless Enterprise seamlessly connects
processes and people, intelligently, as and when
needed. It dynamically adapts to your organiza-
tion’s circumstances to address each and every
point of friction in your business operations.
At Capgemini, we have applied the Frictionless
Enterprise to enhance cohesion across our entire
suite of products and services. This enables us to
respond rapidly to your changing requirements
and deliver your specific business outcomes in a
value-focused way.
We implement ways to detect, prevent, and
overcome frictions – leveraging our latest thinking,
organizational design, and intelligent solutions to
achieve our goal of effortless operations.
Drive frictionless outcomes with New ways of working for HR
Implement frictionless, integrated HR services including
industry knowledge and assets Capgemini, outsourced, and retained teams and vendors
Your employees are people and not just employees. They Leverage a flexible, collaborative approach that can scale up
expect a personal and meaningful HR experience that to demanding sector challenges
requires frictionless interactions with your HR function.
Ramp up additional languages and centers in a short span of
Our vision of frictionless HR is one which: time, shifting services to a lower cost location where feasible
Provides a seamless and intelligent flow of information and Provide flexible commercial arrangements on a per
collaboration between your employees, suppliers, partners, employee per month model
and customers
Detects, prevents, and overcomes friction in your HR Actionable analytics
operations Implement “measures that matter” via customer and
process metrics
Creates best-in-class HR processes and services that deliver
increased efficiency, faster time to market, and an enhanced Deploy service delivery driven by operations metrics
user experience.
Improved digital literacy
We achieve this through implementing a robust methodology
and delivery capability for digital solutions delivered via Drive innovation in delivery through a dedicated digital
Capgemini’s Digital Global Enterprise Model (D-GEM) automaton center of excellence
platform across four main areas of domain expertise: HR Leverage robust assets that combine HR knowledge,
advisory and digital services, digital employee helpdesk, technology, and best-in-class practices – D-GEM, design,
frictionless operations, and digital knowledge services. transition methodology – to optimize your existing
technology investments, i.e., SAP HCM, chatbots, payroll
Delivering digital excellence in HR systems
Digital Employee Operations delivers on the vision of digital Refresh our service offering every 12–18 months to bring in
HR excellence through delivering frictionless outcomes industry-leading practices
across five areas:
Reskilling the organization
A superior employee experience
Deliver an end-to-end learning experience from design,
Implement a persona-centric employee experience
content services, platform integration, and process
leveraging a design-thinking approach
automation, leveraging intelligent automation and learning
Deploy an omnichannel approach that leverages phone, operations
email, chatbots, enhanced self-service platforms, and
employee portal to support various employee segments
FRICTIONLESS DIGITAL EMPLOYEE
HR OPERATIONS HELPDESK
Integrated process and application
management services High touch, multi-channel helpdesk
Innovation and automation overlaid in HCM Designed personalized experiences
Collaborative customer experience design Omni-channel shift strategies
HR ADVISORY AND DIGITAL LEARNING AND
DIGITAL SERVICES KNOWLEDGE SERVICES
HCM transformation and advisory Learning platform services
Oracle, SuccessFactors,Workday, Machine Learning and AI focus
and ServiceNow focus Learning Content Factory
Hire-to-retire HR services – consulting, platforms, design, and delivery
Frictionless Digital Employee HR and Operating
HR Automation
HR Operations Helpdesk Model Advisory
Process Engineering Platform Design Advisory Transformation advisory Robotic Process Automation
Global-local HR Process Workday, SuccessFactors, Target operating model, Input processing and
design, employee persona OracleHR, Service Now, maturity assessment, validation, data validation
narratives, RACI, Zendesk, Cornerstone on D-GEM, ESOAR, Captive and reconciliations, system
performance metrics Demand, Cisco, PowerBI, optimization, the future of connectivity, document
Employee Portal design work management, queue
HR Operations management
Global operations and service Platform Integration and Employee Experience
delivery for hire-to-retire Implementation Automation through
processes, committed TCO End-to-end persona-linked platform design
Integration of HR systems,
reduction for HR, continuous system, user segmentation
release management, bug fixes Fork flow automation,
evolution to next-gen HR for cloud SaaS HR products and design
automation of process for
self-service, data exchanges
Reporting and Analytics
HR Technology and Captive Optimization and Artificial Intelligence
Embedded CHRO analytics
Ecosystem Consulting Outsourcing Advisory
and insights. Operational, Connected workplaces,
analytical, and strategic HR technology assessment, Landscape assessment, intelligent knowledge
analytics for HR and the HR domain functional functional assessment, management, virtual chat
workforce consultant shared services set-up agents, NLP
End-to-end learning services – consulting, platforms, design, and delivery
Content Services Learning Delivery Learning Operations Learning Technology Learning Consulting
Training Needs Digital Transformation Planning and Platform Learning Ecosystem
Analysis Programs Curriculum Management Implementation Evaluation
Needs analysis, define Focused trainings to Learning demand plan, Implementation of Platform and process
curriculum for enable organization curriculum development learning management evaluations against
onboarding and and government and maintenance, systems, learner industry standards and
role-based training agencies to adapt cataloging experience platforms, recommendations for
programs digital tools and knowledge management “to-be state” learning
technologies platforms, platform platforms
Learning Administration
migration, content
Learning Design Learning Analytics
IT Skills Programs User administration, migration services
Recommend learning session management, Assess content usage,
Focused trainings to
medium – digitization, manage billing and effectiveness, relevance
enable organization Platform Integrations
blended, off the shelf, charging, manage through detailed
and government Integration of HR
design for mobile systems analytics
agencies to adapt systems, content
readiness, KM portal Measure learning
digital tools and libraries – Skillsoft,
design Facilities and logistics program effectiveness,
technologies Udemy, coursera,
management, invoice learning spend and
management integration with social alignment with
Digital Content University platforms, e.g., Yammer priorities
Factory
University�Focused Learning Evaluation
Build learning content
learning events and and Reporting Robotics Process Content Curation/
across channels – ILT, Metadata Management
workshops for Automation
VILT, WBT, interactive Learning evaluation,
Capgemini and clients Learning content
videos, simulations, learning impact Learning process
gamification and automation using RPA, tagging/ Metadata
analysis, reporting and
game-based learning automation tools for management to
compliance
content curation/meta enable cognitive
KM content creation search and discovery
data management
and technical writing of learning objectsRealign your target operating model to Our clients come from a range of industry segments, all with
their own unique commercial and trading landscapes, as well
optimize opportunities for automation as a broad variety of challenges that require innovative and
Capgemini’s renowned D-GEM platform encompasses the expert solutions. In addition, our hands-on operational
tools and techniques for reshaping and streamlining your experience and best practice, integrated value chain, digital
business processes to deliver increased efficiency, faster time channel shift for HR operations, and operational analytics
to market, and an enhanced, customer-first, user experience. makes us uniquely positioned to help you reimagine your HR
function for the digital agenda.
By dynamically adapting to your organization’s circumstances More importantly, we’re done it before.
to address each and every point of friction in your business
Capgemini transformed a multinational US engineering
operations, D-GEM enables your organization to augment its
company’s HR service delivery model to deliver:
technology and processes, as well as changing the culture
and mindset to reduce inefficiencies to a minimum. • A comprehensive multi-channel employee helpdesk that
delivers an enhanced employee experience
In short, D-GEM provides a complete overview of your • Integrated and standardized service flows between
Capgemini and the retained HR teams
processes, guiding the right digital operating model for your
organization and accelerating the transition to frictionless, • An employee and manager portal including a knowledge
future-proof processes in a systematic and structured way. base and one-click access to HR technology and vendors.
This enables you to remain competitive in a rapidly changing, Capgemini modernized HR processes for a leading Canadian
digital business context. electricity transmission and distribution company to deliver:
Why Capgemini? • Reduced costs of implementation and upgrades
• Enhanced user experience for employees, external
Capgemini’s long history and strong reputation in providing
candidates, and HR managers
HR services has already made a significant and positive
impact on many of our client’s bottom line and profitability. • Improved security for confidential cases.
Capgemini named a “Leader” by
NelsonHall in its NEAT evaluation for
cloud-based HR transformation
We have recognized Capgemini as a
Leader for exhibiting high capability in
delivering value to clients. Capgemini places a
heavy emphasis on digital transformation
through its applications and offers solutions for
organizations to become agile in managing
talent. Capgemini also focuses on driving
greater business outcomes and workforce
productivity and considers positive employee
experience above all.”
Elizabeth Rennie
Principal HR Technology and Services
Research Analyst, NelsonHallAbout Capgemini connect with us:
Capgemini is a global leader in partnering with companies to transform
@CapgeminiBusSvc
and manage their business by harnessing the power of technology. The
Group is guided everyday by its purpose of unleashing human energy
through technology for an inclusive and sustainable future. It is a www.linkedin.com/showcase/
capgemini-business-services
responsible and diverse organization of 270,000 team members in nearly
50 countries. With its strong 50 year heritage and deep industry expertise,
https://www.capgemini.com/ser-
Capgemini is trusted by its clients to address the entire breadth of their vice/business-services/
business needs, from strategy and design to operations, fueled by the fast
evolving and innovative world of cloud, data, AI, connectivity, software, businessservices.global@capgem-
digital engineering and platforms. The Group reported in 2020 global ini.com
revenues of €16 billion.
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