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Newsletter Article Fall 2016

"Transformers"


Harry Dayton

In my thirty-five years in relocation I have seen several “transformations” of the industry; from a real estate oriented business to service oriented, and from U.S centric to a global focus. Today we are seeing new forces that are having a transformative impact in the market. I would like to share a couple of such case studies from our own experience.

Case Study 1 is a global corporation with millions of employees, thousands of locations and multiple service providers. Our audience is transferees, trainees, new hires and business travelers. Our challenge was to apply technology to coordinate resources, standardize processes, consolidate reporting and insure regulatory compliance.  Our constraints included; limited home-office resources, the priorities of multiple constituents and the logistics of a complex organization.  

Through our analysis we were inspired by the trending concept of Supply Chain Collaboration: The idea that the needs of some companies have become so complex that they cannot be met by one supplier. The integration of multiple service partners into a collaborative organization can leverage the distinctive competencies of each. Such a partnership can also yield scale economies, diversify the risk of a single-source supplier and position the organization to better manage surge volume.  

Our technical solution consolidated the service process managed by multiple parties into a single platform by integrating the supplier’s individual systems (also Servicengine based) with a newly created client technology that serves as the program focal point and overall data “system of truth.”

Business

Expense Management

Employee

Workflow & Automation

  • Compliance
  • Customized Reports
  • Changes with Business
  • Data specific to the Business
  • Multiple Languages
  • Meets Tax Regulations
  • Expense Caps based on Policy
  • Exception Tracking and Systematic Approvals
  • Pre-Audit
  • Online Policy
  • Self-Service model for Expense and Travel Booking
  • Training Modules
  • User Friendly

 

  • Configurability
  • Alerts/Notifications
  • Recovery And Payment Tracking
  • Integrations:
  • HR, Data Warehouse, Travel Mgt, SAP and Recruiting

 

Our challenge was to provide technology to create process efficiencies, ensure reliable service and provide consistent reporting. Constraints on this project included a shortage of both budget dollars and resources (this is the government!) and most importantly, a need to maintain the highest standard of security. This latter constraint often runs in contradiction to the need for process efficiency, as functionality and access can be subject to tight controls.According to the client, the result of this collaboration has been shared efficiencies in centralized reporting and analytics, collaboration to solve complex global topics, minimization of gaps in service coverage, efficiency and speed of execution and a consistent mobility experience throughout the employee’s career.  Our transformer in this case is the Collaborative Partnership that built disconnected organizations into One Team! 

Case Study 2 is a large government agency with about a million employees in thousands of locations worldwide. Many serve in the most unstable and hostile environments. Employees request relocation and benefits by applying for a Permanent Change of Station (PCS).  The process is manual and involves a great deal of effort on the part of the program office entering and validating data. This client also uses multiple third-party service providers to manage its mobility program.  

For inspiration, we looked to some emerging patterns in the technology arena. The trend toward user enablement is an obvious one. Contemporary technologies promote digital engagement and recognize that users have become quite comfortable with technical interaction. This plays well with a primary tenet of productivity which is to enter data only once, at its source. Obviously this must be accomplished with controls in place to maintain integrity of the process.

Our solution was to re-imagine the process and deploy our technology in a way that empowered the employee to self-manage the PCS. By integrating mobility policies with wizards and tools, the employee is able to request, monitor and obtain the necessary approvals without requiring intervention of the Program Office. The process includes fail-safe triggers that alert the PO in the event process deviates from the defined “happy path.”

According to a government study, the result has been a 71% reduction in effort by Program Office, 45% staffing efficiency, reduced incidence of error, higher level of security…and a 96% rate of customer satisfaction.

Our transformer in this case was Empowerment!  The program has transformed from high-touch, high-cost to self-managed and digital. We see this as a pre-cursor of an industry-wide trend that will have wide-ranging impact on the mobility management business.

Southeastern Regional Relocation Council (SRRC) 

PMB 335

501 N. Orlando Ave., Ste#313

Winter Park, FL 32789


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