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New HR/Payroll Web FAQ site helps customers get answers to common questions

Generally, people agree that there is something universal, even intuitive, about arranging things in groups of 10. Ceridian has done just that with its new HR/Payroll Web FAQ (frequently asked questions) list. First released in August, the list includes the 10 most common questions asked by you, our customers -- from how to manage the hiring process, read wage and tax audit message reports, or start and stop deductions. Our goal is to make sure you can get the information you need quickly whenever an issue arises.

"In keeping with our strategy for continuous improvement, we created the FAQ list in response to our customers' feedback about ways to add value to their Ceridian relationship. The FAQ list provides accurate and timely answers to the types of questions that customers can generally resolve on their own with some instructions," said Bob Azman, Ceridian's senior vice president, Customer Care.

What information can be found on the new FAQ site?
Customers who access the FAQ site can see at a glance the current articles in alphabetical order with the question addressed within that document listed below each title. For example, the article titled Deductions-Changing limits addresses the question "How do I change the limit on an active deduction?" Another article, Deductions-Setting up new deductions, answers "What do I need to know for setting up new deductions?" Additional examples of questions addressed within the list include seasonal topics, such as year-end, compliance as new changes occur and product specific information during a new release or upgrade.

The articles within the list, written in a straightforward, concise format, focus on the types of issues that customers can normally resolve on their own without complications. Articles will be clearly marked as "new" when they are added to the list.

Ceridian professionals identify the items to be addressed in the list by talking with customers and from the data collection obtained through calls. In addition, Ceridian's Customer Advisory Council provided input on the format during a recent meeting and customers who visited the live site at INSIGHTS, Ceridian's annual customer conference, also offered invaluable feedback.

What else can the FAQ site be used for?
In addition to the benefit of the 24/7 access to the most common questions at your fingertips, you may find other uses for the site, such as:

• Printing or saving articles in a procedure manual for easy reference.
• Using the FAQs as agenda items in departmental meetings.
• Providing access to the FAQs during training for new employees.
• Documenting standard procedures for consistency within multiple-user organizations.

In creating the FAQ list, Ceridian engaged professionals with a variety of expertise. This cross-functional Ceridian team developed the list as a way to not only push out the answers to those most commonly asked questions, but also to use the information as a way to improve the content of customer training classes.

"If people continue to have questions about a particular process or function, we may need to incorporate more details into the courses and training modules offered through our programs such as Ceridian University," explained Azman.

As a training and development program, Ceridian University offers industry training and Ceridian product certifications and has engaged over 50,000 learners since its inception in 2004. University attendees can choose from a blended model of Web seminars (scheduled online classes), online self-study and classroom training.

Ceridian plans to expand the initial HR/Payroll Web FAQ to other products next year. So move over David Letterman - the next time you hear someone discussing the top 10 list at the water cooler, they just might be talking about Ceridian's new HR/Payroll Web FAQ site.

To access the HR/Payroll Web FAQs, visit www.myceridian.com. The list is easily accessible to customers at: My Support Page > FAQs.