CBA’s Digital Concierge Alerts Employees to Request Additional Leave
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Quick Overview
- The Commonwealth Bank of Australia (CBA) has rolled out a digital concierge within its HR self-service platform, Sidekick.
- This concierge offers proactive HR assistance, enabling employees to claim additional paid leave.
- It streamlines the claiming process for ‘Life Leave’, a benefit that permits up to five extra leave days each year.
- Previously, staff encountered challenges in understanding their leave eligibility due to complex calculations.
- The updated system features an eligibility calculator that incorporates 70 data points.
- Employees get tailored notifications and advice to help them optimise their leave entitlements.
- This initiative seeks to improve employee experience and simplify HR workflows.
CBA’s Digital Concierge: Transforming HR Self-Service
The Commonwealth Bank of Australia (CBA) has advanced its digital journey with the launch of an AI-enhanced digital concierge for its HR self-service platform, Sidekick. This new feature is intended to proactively assist employees in handling HR-related functions, beginning with aiding them in claiming extra paid leave.
Developing Sidekick: From Self-Service to Active HR Support
Introduced 14 years ago, Sidekick has functioned as a self-service tool for CBA’s workforce of 55,000 worldwide. It was fully redesigned in 2021 and enhanced with ServiceNow’s HR Service Delivery (HRSD) Professional in 2022.
In the past, employees had to look for information within Sidekick. Now, CBA is changing its strategy to deliver HR services directly to employees via a user-friendly digital concierge.
What Functions Does the Digital Concierge Serve?
The digital concierge functions as an automated HR assistant, offering “just-in-time” HR support. Employees no longer need to manually navigate the system; they now receive proactive updates, transforming HR procedures into a more seamless and effective experience.
Simplifying Eligibility for ‘Life Leave’
A key responsibility of the concierge is to help employees claim ‘Life Leave’ – a benefit that allows up to five additional days of leave each year if specific conditions are fulfilled:
- Employees must fully utilise their annual leave allowance prior to their work anniversary.
- Their remaining leave balance should be under 20 days.
Tackling Complexity in Leave Verification
Although it may seem simple, many employees struggled with the eligibility requirements. What appeared to be a three-point calculation actually encompassed 70 separate data points.
For instance, an employee who narrowly missed out on Life Leave due to a slight 0.002-day discrepancy underscored the necessity for a more precise approach. The bank’s HR tech team responded by creating an advanced eligibility calculator that takes into account factors like unpaid leave and alterations in work schedules.
Proactive Alerts and Customised Suggestions
Recognising that employees might not always monitor their leave balances, CBA has integrated proactive alerts into the concierge. Staff can opt-in for notifications that inform them when they are nearing qualification for Life Leave or at risk of forfeiting it.
Personalised HR Insights
To additionally aid employees, CBA launched 35 customised HR tips based on unique work habits and leave records. These insights empower employees to make knowledgeable choices regarding their leave entitlements.
Improving Employee Experience Through Innovation
The launch of the digital concierge signifies a major advancement in CBA’s HR digital transformation efforts. By harnessing AI-driven automation, the bank not only boosts efficiency but also enhances employee satisfaction by simplifying HR processes.
Looking ahead, CBA may expand the concierge’s features to encompass a broader range of HR functions, further refining employee engagement with HR services.
Summary
CBA’s digital concierge is redefining HR self-service by actively assisting employees with their leave entitlements. By clarifying the complexities of ‘Life Leave’ eligibility, providing tailored notifications, and offering customised HR tips, the new system greatly enriches the employee experience. This initiative illustrates CBA’s dedication to digital innovation and the well-being of its workforce.
Q&A: All You Need to Know
Q: What is CBA’s digital concierge?
A:
CBA’s digital concierge is an AI-driven tool within the bank’s HR self-service platform, Sidekick. It proactively supports employees with HR-related tasks, starting with the assistance in claiming additional paid leave.
Q: How does the concierge facilitate ‘Life Leave’?
A:
The concierge offers employees a personalised eligibility calculator that assesses whether they qualify for Life Leave. It also issues proactive alerts and tailored suggestions to help employees optimise their leave entitlements.
Q: What caused confusion around Life Leave eligibility?
A:
Determining Life Leave eligibility involved 70 distinct data points, complicating the process for employees trying to calculate their leave entitlements on their own. The concierge simplifies this by automating the calculations.
Q: How do employees receive alerts?
A:
Employees can sign up for automated emails and notifications that inform them when they are close to qualifying for Life Leave or at risk of missing out.
Q: Can the concierge assist with additional HR functions?
A:
At present, the concierge concentrates on leave entitlements, but CBA may broaden its capabilities to include other HR processes in the future.
Q: How does this initiative benefit CBA employees?
A:
This concierge improves the employee experience by minimising confusion, streamlining HR operations, and ensuring that staff can fully take advantage of their leave entitlements without unnecessary hassle.
Q: Will other companies implement similar HR automation?
A:
Numerous organisations are investing in HR automation to enhance efficiency and employee satisfaction. CBA’s initiative could inspire other businesses to adopt comparable AI-driven HR solutions.
