The People Office Support Centre is a perfect example of technology replacing service without improving the employee experience.
Tickets get passed between multiple people, questions go unanswered, and then the ticket is closed. I recently waited 30 days for a response to a benefits and retirement query and still did not get an answer.
We used to have local contacts you could call or meet with to resolve issues. Now we’re expected to search AI articles, raise a ticket, and wait in silence. It’s “computer says no” dressed up as transformation.
If this is part of Bob’s AI strategy, it isn’t working. AI should support people, not replace them. Bring back accessible human HR support that takes ownership and actually helps employees.