AskHR provides the answers at Norwich Union: Online tool frees time to deal with more complex and sensitive issues

Abstract

Purpose

This paper aims to describe AskHR, an online tool for responding to HR‐focused employee queries, which has been introduced at UK insurer Norwich Union.

Design/methodology/approach

The paper explains how Ask HR operates and the advantages it has brought.

Findings

The paper reveals that AskHR is kept up‐to‐date by capturing answers to new staff questions asked through Norwich Union's intranet and e‐mail. It includes a self‐organizing, self‐service knowledge base. Moreover, HR employees can easily add new information at any time.

Practical implications

The paper argues that AskHR frees up the HR Employee Services team's time to concentrate on resolving more complex issues, which ultimately helps the company to increase employee satisfaction.

Originality/value

The paper shows that calls to HR Employee Services fell by more than 16 percent in four months after AskHR was introduced. Employee satisfaction with the tool is high.

Citation

(2008), "AskHR provides the answers at Norwich Union: Online tool frees time to deal with more complex and sensitive issues", Human Resource Management International Digest, Vol. 16 No. 2, pp. 36-37. https://doi.org/10.1108/09670730810860744