PART VIII - FIVE PILLAR HR TECHNOLOGY FRAMEWORK
Integrated HR service delivery: portal, knowledge, self-service, talent, and cases working together
ONE
architecture
THE KEY SHIFT: FROM PATCHWORK HR TO INTEGRATED, EMPLOYEE-EMPOWERING SERVICE DELIVERY
FIVE PILLARS
WORK AS ONE SYSTEM
The portal is the front door. The knowledge base
supplies answers. Self-service handles routine work.
Talent technology manages hiring. Case management
closes exceptions and feeds learning back into the
system.
1
EMPLOYEE PORTAL
Single front door for HR
interactions: payslips, requests,
policies, updates.
2
KNOWLEDGE BASE
Searchable policies, FAQs, process
guides, ownership, and version
control.
3
TALENT ACQUISITION
Requisition-to-onboarding workflow,
assessments, offers, candidate
experience.
4
SELF-SERVICE SYSTEMS
ESS and MSS move routine
transactions from HR teams into the
system.
5
CASE MANAGEMENT
Escalations, grievance handling,
SLAs, audit trail, and feedback
loops.
IMPLEMENTATION LOGIC: SEQUENCE THE PILLARS TO MATCH HR MATURITY
Buy capabilities the organisation can sustain - then plan the upgrade path explicitly.
LEVEL 1 -> 2
Stabilise base
Clean data, basic knowledge base,
minimum-viable portal
LEVEL 2 -> 3
Automate transactions
Portal + knowledge base + ESS/MSS
adoption
LEVEL 3 -> 4
Enable talent & cases
Talent stack, case management,
SLAs, analytics-ready data
LEVEL 4 -> 5
Optimise & improve
Continuous improvement, evidence,
service patterns, strategic
insights
Part VII names Indonesia-ready platforms. Part VIII names the architecture those platforms must implement.