Norwich Union ensures HR efficiency with web self service

Insurer Norwich Union has implemented intelligent, web-based self-service technology that enables its staff to obtain answers to their HR queries and frees up associated staff to work on other value-added complex or sensitive activities.

As a result of the new system, dubbed AskHR, calls from employees to the HR employee services division have dropped by more than 16 per cent, a measure of success that has prompted other parts of the insurer's parent group Aviva to follow suit and implement the same technology, with the RAC hoping to complete its roll out by the end of this year.

Employees can still speak to HR advisors with more complex queries, but by using the technology - from e-service specialist Transversal - more basic enquires can be answered automatically around the clock using a natural language search engine.

The new system is part of the company's wider drive to 'Make it easier to work at Norwich Union' and marks the first in a line of new e-HR applications to be rolled out to employees.

So far, some 14,500 users have made use of the new service, resulting in more than 41,500 hits on the site portal. The most popular enquiries since launch have focused on pay, sickness absence and benefits and terms and conditions.

"AskHR has been really well received across Norwich Union, it's great to see how readily web-based technology is being embraced," said Catherine Tausney, head of HR advice services at Norwich Union. "With high satisfaction levels we are confident that user figures and hits to the site will remain on the increase. We are really excited about the next phase of our plans, with the service being rolled out to our RAC colleagues by the end of the year."

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