Software as a service

Hosted services, software as a service... what’s all the fuss about?
Software as a Service – otherwise known as ‘hosted services’ – is a different approach to using software that’s getting a lot of attention in both the IT and business communities. Instead of buying, implementing, and maintaining your own software, service providers run it for you and you access it over the internet. It’s all private and you can set it up to suit your specific business processes, so it’s just like having your own application – the difference is that you don’t have the hassle of managing all the technical stuff behind the scenes.

The pricing model is different too. With traditional software, you pay a licence fee upfront and shell out for all the services required to install/implement it – then you have ongoing costs like annual maintenance fees. The SaaS model typically charges per user per month. So the costs are spread over time, which is handy for cashflow, and the fees rise or fall as you grow or cut back.

Some of this sounds vaguely familiar…?
There’s nothing fundamentally unusual about a service provider running your software for you – it’s a form of outsourcing, and managed service providers have been doing it for decades in areas like payroll. The difference is that with traditional managed services, the provider uses the software to do all the number-crunching for you. With SaaS, you use the software yourself to enter transactions, generate reports and so on.

The hosted model has gone through several incarnations over the years, and quite a few name changes too. In the late 1990s internet boom, the market exploded into life under the banner of Application Service Providers (ASPs): post 2000, it fell apart along with all the other casualties of the internet collapse. Some companies survived but the fallout discredited the concept for some time, particularly as the first wave suffered from a number of technical problems.

But seven years on, that picture’s changed, and many of the world’s largest suppliers are beginning to offer hosted services as an alternative to traditional packaged software. There are also a number of suppliers that have built their business exclusively on hosted services.

What's out there for people management?
If you’re starting out with hosted services, there’s a comfort factor in going for discrete activities. Things like expense management are a good bet, since they can be run pretty much as standalone processes until the approval stage, when data needs to be integrated into financial/payroll applications.

Recruitment has a similar discrete profile – you can run it as a standalone series of workflows until you’re ready to make a hire. Bear in mind that post-event integration is a little more tricky here, since you’ll want to be able to pass on quite a bit of information that you’ve identified during the process, such as the new hire’s training needs.

That said, a number of hosted vendors are starting to offer broad-based people management services covering basic people management transactions along with performance and talent management applications. They include Employease, recently acquired by ADP in the US, and Workday, set up by former PeopleSoft CEO Dave Duffield.

You can expect the Human Capital Management field to follow the lead of the Customer Relationship Management sector, where companies like Salesforce.com, Netsuite and Oracle offer fully fledged systems.

So tell me about the downsides…?
People tend to get nervous about data security – and understandably so. You need to have a lot of confidence in your service provider to trust them with confidential information – and that’s particularly true for functions like HR and Finance, that have traditionally operated in closed environments where information sharing is kept to a minimum.

However, you can take some comfort from looking at the type of companies, large and small, that have signed up with the established service providers.

Another downside is the fear of a system going down – which happens, albeit rarely. Then again, so do your own internal systems.

Then there are some technical issues. For example, even though an application is hosted, that doesn’t mean you get round all the integration issues associated with the software – you still need to connect to your in-house systems. How much work that involves will vary depending on the type of application.

And then there are the grey areas in the buying equation.

Grey areas in the buying equation?
Comparing costs is actually more involved than it might seem. With a hosted service, you’ll still need to do some set-up work to get your data in the right place, configure the system to the way you work, and perhaps even get some specialist consultancy to meet a specific need or integrate the service with your other applications. You then need to forecast per-user costs going forward for the next couple of years.

With an in-house system, meanwhile, you need to be sure that you’re taking into account all the costs associated with running an application. This is often called the Total Cost of Ownership, and includes the licence fee and initial set-up costs, annual maintenance fees, training, the cost of managing upgrades and so on. People who compare in-house costs against outsourcing often don't include everything they should do.

Tell me more.
Webster Buchanan Research will be publishing a Briefing Paper this spring assessing the pros and cons of hosted models in HR, Payroll and Expense Management. Stay tuned.
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