This blog post is in a series that addresses the need for stakeholder conversations, and a focus on business outcomes to define measurements and dashboard design.


Human Resources Stakeholder Conversation


This stakeholder conversation is to determine the essential reporting and analytics needed to human resources leadership.  HR processes cover a wide range of activities.  New employee onboarding has the potential to initiate a series of tasks that are performed by HR, IT, Facilities, and Security Operations.  HR case management will enable tracking of all interactions with an employee.  As a result, critical success factors and key performance indicators can

There are several other considerations that may drive the need for additional reports and indicators. HR staffing can help predict workload. Rate cards and cost records can generate expense lines to calculate costs.

This document will help you prepare for an HR stakeholder conversation. There will be updated examples of dashboards made available from the services PA resources page.


Desired Outcomes

Develop an understanding of the stakeholder’s vision of the ideal collection of dashboards.

  • Provide a high value, highly utilized employee self-service portal
  • Improve time to value by enabling new employees to do their jobs immediately
  • Help employees manage life cycle events with a minimum of disruption
  • Maintain HR data confidentiality, integrity, and accessibility
  • Control costs for through process automation

Identify Measurements

Attempt to identify 2-3 specific KPIs for each of the objectives

  • Service Portal Page views
  • Number of users viewing the portal
  • Number of self-service cases created
  • Average duration of new employee onboarding process
  • Onboarding task backlog
  • Average duration of lifecycle event processes by type
  • Number of IT incidents for HR systems
  • Number of Security Operations incidents for HR systems
  • Duration of IT outages for HR systems
  • Ratio of self-service to manual cases/tasks
  • Ratio of manual to automated cases/tasks
  • ROI of automation by task type

Discuss Data Required

Categorize indicators based on accessibility of the data.

  • Data is collected by an existing application on the platform and will only require configuration of Incidents
  • Data can be collected in an existing application but platform changes will be required
  • An application can be created to allow for the collection of data
  • Data exists in an outside source and can be integrated into the platform
  • Data is manually generated and can be maintained in a manual indicator

Continual Service Improvement

Review HR processes

Onboarding - The process of onboarding has the potential to impact the entire business.  Primary organizations that are engaged include HR (payroll, benefits, open enrollment), IT (computer equipment, provision user accounts, network access), Facilities (workspace), Security (building access, background checks). The complexity of the process creates enormous opportunities for delays and disruption.  Getting the process “right” allows new employees to focus on getting to their work without delays, improving the time to value.

  • Request Fulfillment process may be used to initiate provisioning of user identity and any physical tools that need to be provided.
  • Facilities systems can vary from excel spreadsheets to property management solutions or may be configured using ServiceNow.
  • Recruiting solutions might serve as an input to the process.


Case Management – HR cases are used to handle any employee interaction.  They may be used to track a policy infraction or simply a request for clarification of benefits.  Cases are primarily resolved by HR agents but some resolutions may require interaction with another area of the business.  In the event a case needs support from IT, an incident may be used.

  • The case management process may have multiple opportunities to apply process integrity indicators to ensure that choke points don’t develop
  • Self-service cases vs. manually created cases will reflect the usability of the HR services portal.
  • Reviewing the frequency of employees utilizing the portal and not generating a case soon after, would reflect the value of the self-service aspects of the portal.


Lifecycle Event Management – We all have events in our lives that require us to review the status of benefits we receive from an employer. Births, deaths, weddings, and divorces are just a few of them.

  • Understand the ways lifecycle events impact the delivery of certain employee benefits.


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