The city launched employee self-service, but about 40 percent of staff have no work email. What should the CHRO's digitalization plan include?
Select an answer to reveal the explanation.
Short Explanation
Launching self-service that only city-email users can reach is like putting the only time clock in a locked office. Field crews still need a kiosk, a phone path, or a person who can help. Access equity is part of the initiative, not a later nice-to-have.
Full Explanation
Employee self-service is a digitalization initiative only if the workforce can actually use it. A large share of municipal staff without work email is a known access gap, so kiosks, mobile options, and assisted service belong in the plan. Personal-phone hope, email-only restriction, and printed manuals do not deliver equivalent service. The CHRO should treat equity of access as a design requirement and measure adoption across job families, not only among desk users.