CIPP future of payroll research report 2020


actually utilise their payroll knowledge and skills. It is apparent that there are still some very human elements to a role working within a payroll department, as many payroll practitioners are still required to liaise with employees at a manual level, often through traditional styles of communication, such as emails and telephone calls. Some employees may even approach their payroll department face to face. This is an area of payroll that seems as if it will never change, and payroll professionals will still be required to provide help and support to staff at a personal level. It is plausible to state that anyone who is having an issue with their pay or their payslip does not want to be greeted by a robot, but by a fellow human who also experiences human emotion, and can empathise with their situation. There does seem to be, however, a lingering sense from some individuals that technology has no place within the payroll department. There are those that still appear to feel threatened by the introduction of technology to the payroll profession and feel that it leaves their jobs at risk. More training and education to improve skills and knowledge in this area may benefit companies and their payroll teams, as often fear is generated by a lack of understanding, and once this lack of understanding has been removed, people may be more receptive to the introduction of enhanced technology within the payroll department. Granted, the number of people who confirm that they feel this way has decreased, but there is still an element of distrust present within a small proportion of the responses. The outbreak of coronavirus, and how businesses and employees have had to rely on, and use, technology whilst working from home, may have greatly impacted how payroll professionals and businesses feel about technology’s place within the payroll department, and it will be interesting to see if opinions change over the coming year.


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