What Drives the Users’ Demand for Self Service?

Do technology breakthroughs increase the user’s expectation of the convenience and immediacy of self service. Or, did the the need exist before technology could deliver self service.

The desire for self service did not start in this millennium. The first vending machine was actually made in the late 1800s, soon followed by self service gas pumps in the early 1900s. Although quickly getting candy and fuel was good, easy access to information was the ultimate desire. Nothing would be more valuable to us than easy access to information.

Large amounts of data began to be collected in the 1970s and stored in large computer mainframes. The computer room, in those days, was labeled  ‘the glass house’ because many businesses built their computer rooms within a glass enclosure. You could see the computer, but you could not get in to touch it. Access was strictly restricted, as was your personal information the computer contained.

When the Internet became available to the average person in the 1980s, we were given access to public information never before imagined. In the 1990s, we saw services start up such as Amazon, ebay and Google to name only a few of the ground-breakers. Company’s recognized the ability to unlock the personal information they were holding in their computers. Businesses began to deploy online services with access allowed through account names and passwords using Internet access; enabling the user to have immediate access to personal information.

The Forrester Research recognizes Social Media today as another technology enabler. Social Media is empowering the user to engage with their service providers. So, the movement continues. Providers of services to end users need to continue to innovate. As stated in Consumers’ Newfound Power Is Causing Them to Raise Their Standards, “On the surface, four classic factors of brand equity appeared intact: credibility, leadership, relevance and uniqueness. But within each pillar, we found that consumers are forming higher standards for brands to live up to.” As technologies advance, companies must continue to stay in step with expectations of the user.

Payroll self service is an example of a service commonly used by many. Employees expect immediate access to personal information sucha s:

  • Pay History
  • Contact Information
  • Position & Earnings
  • Deductions
  • Taxes
  • Direct Deposit Information
  • Accruals

Technology advancements feed the users’ requriements for immediate access to information. But, the need has always been there. Users demand their personal data to be made immediately and securely available to them today. The business holding this information is expected to provide the means to make personal information available on-demand. Payroll Unlimited recognizes the continued growth in users’ expectations for self service. To discuss the needs and solutions of self service, contact Payroll Unlimited Inc. at 201-703-1313.

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