Can you first describe your group’s activities and your career path within the company?
ONET group is a French company founded in 1860. Today, it provides several main services to companies: cleaning & safety, temping and services to nuclear and industrial facilities through its ONET Technologies division. The group has expanded internationally, particularly in Spain and Brazil and we currently employ 72,000 people. I was initially hired as a developer and am now director of HRIS projects assigned to the DSINI division (IT, Digital and Innovation).
How is HR affected by digitized services for employees?
It is important to note that 90% of our employees are on-site with our customers and do not have access to the group’s IT system. We have only about 6000 IT accounts for some 60,000 employees in France. It is an important component in the way we approach and reach our users in order to offer digitalized HR services, like the Banking and Insurance sectors, where people are all connected to the IT system. However, we decided to develop digital HR offerings, by developing mobile apps that people can access on their personal smartphones. We realized, due to feedback we obtained, that most people were fairly well equipped.
What problems did you encounter and what solutions did you implement to deal with them?
We have a very diverse population that speaks 170 languages and dialects, and that diversity is another component of how we approach projects, where the language barrier has to be taken into account. We must also take into account that not all people are comfortable with digital technology. Another difficulty is that we had to adapt to the General Data Protection Regulation (GDPR), which requires that companies ask their employees for their permission to install apps or communicate with them on their personal phone number or smartphone.
Let me give you an example. As part of the implementation of “Onet Learn”, we send the personal accesses for our employees by SMS on their smartphone. The authorization request process is quite cumbersome. You need to fill out a paper copy in order to register their consent and we had to set up an agile organization to collect the responses as quickly as possible through each manager. It takes about two months for all managers to collect the consent. Then you have to update the HRIS which will trigger the SMS process and access to the application. We are developing a web-based application to speed up and streamline the consent request process, which will be digitized and secure, to ensure that we have the right person and are complying with the recommendations of our DPO (Data Protection Officer).
What are your HR innovations with respect to digital offerings?
We are developing more services to offer a relevant and comprehensive Digital Workplace to our employees.
We started by offering Digital Learning, which is gradually replacing our face-to-face training. We integrate video content and set up quizzes to ensure compliance with our operational standards. The training modules are built and approved by our experts. During the health crisis, we also used ONET Learn to provide recommendations on social distancing and how to wear and remove masks, so that our employees could be kept informed.
For our HR and our employees we have also developed electronic processing of HR services (payslips, administrative documents and employment contracts) with an electronic signature solution for employment contracts. Generally speaking, to ensure the success of the projects, we use POCs (Proof Of Concept), testing the innovations on a limited population. This Test & Learn method is the best way to achieve success.
We have also developed a range of digital tools through mobile applications to our managers in the field, to proactively ensure the quality of our service.
Have you used chatbots to improve service to your employees?
We set up a chatbot to communicate with our payroll managers, to help them with Withholding tax and how to respond to our employees. The chatbot is also directly available for all employees. The objective is to provide a single tool for communication for our employees.
The availability of voice capability integrated into the chatbot has been decisive in helping our employees. We are currently studying other ways to use chatbots, such as for onboarding or IT ticketing.
What are your projects in the future?
We are looking at developments based on RPA (Robotic Process Automation), because machines are now able to perform time-consuming tasks for HR teams and thus free up time to focus on more important tasks. The information provided to a machine is directly integrated and processed by the HRIS and the technology allows character recognition on paper documents. You do therefore not have to enter data manually pertaining to administrative changes, or repetitive tasks, such as collecting profit-sharing and participation choices, etc. This is a revolutionary HR innovation.
How do see your Digital Workplace today?
All HR offerings should be included in a Digital Workplace. We are building our digital platform one step at a time for employees so they can view their data.
We are going to encapsulate all of our HR digital innovations and our employees will be able to complete all their online transactions.
We are innovating by providing personnel in the field with mobile applications that enable real-time HR data processing and that facilitate exchanges with local HR departments. We are also innovative with our Customers.