Dixons eases HR load viaself-service Q&A on web

Dixons has introduced a newe-HR system which answers employees’ questions on
the company’s policies after a successful trial reduced the time spent
responding to staff queries.

The system eZ-Answer acts as an interactive web-based Q&A system,
answering questions on HR policy and best practice for employees throughout the
group’s operations in the UK and Ireland.

The software delivers answers to common questions via a web browser on
issues such as race relations, bullying, grievance procedures and expenses.
Responses are couched in conversational language.

An initial three-month trial involving 3,500 employees generated many
thousands of queries on 35 HR-related subjects and saw 96 per cent of queries
cleared up by via the system.

John Francis, Dixons Group’s employee relations director and project
sponsor, said the system had reduced the number of simple queries being dealt
with by the HR department.

"It gives us the ability to respond to an essential business need 24
hours a day, seven days a week – ensuring that knowledge is shared effectively
and easily available in the workplace," he said.

If the system can’t provide a particular answer, it automatically passes it
on to the correct manager who will solve the query.

Francis said feedback from managers and staff had been very positive.

"Managers feel it helps with encouraging their individual
accountability," he explained.

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