Archive

Features and Drawbacks of Self-service Options

By Samuel Greengard

Oct. 1, 1996

Here are four types of Self-service Options:


INTERACTIVE VOICE RESPONSE


PROS:

CONS:

  • Relatively inexpensive; some third-party providers will offer the service at no charge

  • Virtually all employees have access to a telephone, whether they’re at work, home or on the road

  • Reliable and easy to use; available anytime, including nights and weekends
  • Can’t handle alpha data well; better suited to numerical data or branching selections

  • Doesn’t provide charts and models

  • Slow speed

    • Applications:


    • Benefits enrollment
    • Stock purchase or 401(k) account balances or available benefit balances(vacation days and sick days) on demand
    • Ordering preprinted materials

    KIOSK


    PROS:

    CONS:

    • Displays text and graphics, and provides sophisticated financial modeling

    • Touch-screen navigation is simple and requires no training

    • Convenient for employees working at manufacturing plants and other facilities where PCs aren’t available

    • Connects to an intranet and uses a Web browser interface
  • Employees can only acces data at work

  • Cost($3,000 to $10,000 each)

    • Applications:


    • Updated personal information, including name, address and education
    • Benefits balances
    • Retirement modeling
    • Internal job postings
    • W2 modeling
    • FAQs

    INTRANETS


    PROS:

    CONS::

    • Data access from employee desktops or remote locations

    • Requires little or no training. Uses a highly intuitive Web browser

    • Inexpensive. Browser cost ranges from free to $30 per desktop

    • Links via the Internet to third-party providers

    • Flexible, scalable and customized
  • Available only through a PC or kiosk. Not convenient in manufacturing or warehouse facilities

  • Requires regular updating to avoid a stale look

    • Applications:


    • Summary plan descriptions
    • Benefits balances
    • Retirement modeling
    • Internal job postings
    • W2 modeling
    • FAQs
    • Employee handbooks and directories
    • Daily or weekly notifications and news

    E-MAIL AND ELECTRONIC FORMS


    PROS:

    CONS:

    • Employees can access data from their desktops or from remote locations anytime

    • Highly flexible, scalable and customizable

    • Can use existing hardware and software systems
  • Available only through PC or kiosk. Not convenient in manufacturing or warehouse facilities

  • Unless properly implemented, can redistribute work rather than eliminate it

  • Can lead to a lack of standards and continuity

    • Applications:


    • Summary plan descriptions
    • Benefits balances
    • Retirement modeling
    • Internal job postings
    • W2 modeling
    • FAQs
    • Employee handbooks and directories
    • Daily or weekly notifications and news

    Samuel Greengard is a writer based in Portland, Oregon.

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