Previous Article Next Article Dixons eases HR load viaself-service Q&A on webOn 11 Feb 2003 in Personnel Today Comments are closed. Related posts:No related photos. Dixons has introduced a newe-HR system which answers employees’ questions onthe company’s policies after a successful trial reduced the time spentresponding to staff queries. The system eZ-Answer acts as an interactive web-based Q&A system,answering questions on HR policy and best practice for employees throughout thegroup’s operations in the UK and Ireland. The software delivers answers to common questions via a web browser onissues such as race relations, bullying, grievance procedures and expenses.Responses are couched in conversational language. An initial three-month trial involving 3,500 employees generated manythousands of queries on 35 HR-related subjects and saw 96 per cent of queriescleared up by via the system. John Francis, Dixons Group’s employee relations director and projectsponsor, said the system had reduced the number of simple queries being dealtwith by the HR department. “It gives us the ability to respond to an essential business need 24hours a day, seven days a week – ensuring that knowledge is shared effectivelyand easily available in the workplace,” he said. If the system can’t provide a particular answer, it automatically passes iton to the correct manager who will solve the query. Francis said feedback from managers and staff had been very positive. “Managers feel it helps with encouraging their individualaccountability,” he explained.