Question:
I sent my HR team a request to update my home address. Our process to make updates to personal data is really under HRs control, it’s literally impossible to update one’s information online singlehandedly. It’s been more than 90 days and HR has yet to update my address in the system. What do I do here? Do I escalate to department heads?
Advice:
The quick answer? Escalate the concern.
Unfortunately, this is an increasingly common issue in many organizations. Whether it’s the applicant tracking system (ATS), employee database, or benefits platform, delayed responsiveness often stems from two root causes: the HR team’s familiarity with the technology and the strength of the internal process.
This challenge is especially prevalent in companies that have historically been paper-driven and are only now beginning to adopt HR technology solutions, or in startups still developing their HR procedures. Often, when employees use the self-service features of an HR platform, their request triggers an email or alert. The request then sits in a queue, waiting for an HR professional to take action.
To move beyond this bottleneck, companies should:
- Acknowledge the issue openly.
- Learn and leverage the platform features specific to the process in question.
- Clearly define roles and responsibilities within the HR team.
- Cross-train staff to ensure backup support.
- Implement a simple audit or tracking tool to monitor progress and accountability.
A process without visibility—a “window, side door, or back door” to see what’s happening—is ineffective. Checks and balances are essential to long-term success. Additionally, department leaders must ensure they have adequate HR staffing to manage the workload. Effective HR data and process management requires consistency and diligence.
Ultimately, most employees have good intentions. When issues are elevated to the attention of decision-makers and influencers, positive change usually follows. So, don’t hesitate to raise concerns—your feedback can lead to improved workflows and better experiences for everyone.
Noble Hearts provides HR services tailored to your business needs. Contact us today to learn more.