Find the Right Employee Service
Find the employee service that matches a workplace need, with practical details to prepare before contacting it. The Northstar Services examples are fictional and should be replaced with confirmed local ownership and routes.
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Rolled out to every employee at AutoZone (125,000), PetSmart (50,000+), A.S. Watson and Raley's (20,000) — and at larger retailers we are not permitted to name.
Built for: Professional services · Healthcare · Manufacturing · Education · Public sector
Overview
Find the Right Employee Service is a service-finding page for employees who know what outcome they need but are unsure which service owns it. Its fictional Northstar Services example maps five common situations—site-entry access, equipment after a role change, a pay statement question, purchasing work materials, and an employment-document request—to illustrative service areas. Each card gives a short preparation checklist, while the opening explains that local ownership must be confirmed and the summaries are not links.
Use this page as a starting point in an employee intranet when people frequently have to guess between departments or application names. The worked example shows how to route a badge problem by the outcome—site entry—and what limited context to share. The FAQ covers information to prepare, needs spanning multiple services, uncertain ownership, and who confirms service boundaries. Together, these sections help employees take a sensible first step without implying a transaction or automatic handoff.
Before publishing, replace the fictional service names and examples with confirmed responsibilities, approved destinations, and local help routes. The page is not a service catalog, request form, or policy authority; do not use it to establish eligibility, promise response times, or define escalation rules that have not been verified. Keep the page concise, assign an owner to coordinate corrections, and review it when responsibilities or routes change. For requests involving payroll or employment records, point only to an approved channel and remind readers not to send passwords or unnecessary sensitive details in ordinary messages.
Standards & compliance context
- Treat the Northstar service names and responsibilities as fictional examples, not as verified organizational policy or legal guidance.
- For payroll and employment-document requests, direct employees to channels approved by the responsible service owner and avoid requesting unnecessary sensitive information in general messages.
- Review accessibility of the published page, including heading structure, keyboard operation, visible link labels, and contrast, against WCAG 2.1 AA.
- Do not claim that this routing page satisfies employment, privacy, records-retention, or financial requirements; confirm applicable obligations with the appropriate organizational owners.
General regulatory context for orientation only — verify current requirements with counsel or the relevant agency before relying on this template for compliance.
What's inside this template
Choose the service by the outcome you need
Set expectations that the service names are illustrative and direct employees to begin with their workplace need.
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Start with the workplace need—not a department name or an app. This worked example uses Northstar Services, a fictional organization. Its service names illustrate possible ownership; your organization may assign these needs differently. For each need below, use the named service route when your organization has confirmed it. If ownership is uncertain, ask your manager or use your established local help route to identify the responsible service.
Match your need
Connect common employee situations to sample service owners and concise preparation details.
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These summaries help you recognize the service area. They are not links. Badge will not open a new work location Start with Workplace Access, which handles site-entry access. Prepare the location name, when access is needed, and a brief description of the issue. Equipment needed after a role change Start with Workplace Equipment, which coordinates role-related equipment requests. Prepare the role or work change, the equipment needed, and the date it is needed. A pay statement looks wrong Start with Payroll Support, which reviews pay statement questions. Prepare the pay period and the statement line or amount you are asking about. Your team needs to buy work materials Start with Purchasing Support, which explains the purchasing route. Prepare what the materials are for, an estimated cost, and when they are needed. You need employment documentation Start with Employment Records, which handles employment-document requests. Prepare the document type and purpose; share personal details only through an approved channel.
Worked example: access at a new location
Show how to route a site-entry issue, what context to prepare, and when to use a local fallback.
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A Northstar colleague is assigned to work at a different location next week, but their badge does not open the entrance there. The responsible route is Workplace Access because the need is site-entry access—not help choosing or troubleshooting a workplace app. When contacting the service, the colleague can name the location, say when access is needed, and briefly describe what happens when they use the badge. They should not include passwords or other sensitive information in an ordinary message. If Workplace Access is not a confirmed service name at your organization, ask your manager or local help route to identify the owner before sending the request.
Prepare a clear, low-detail request
Answer practical questions about request details, overlapping services, uncertain ownership, and service-boundary review.
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Share enough context to route the question; keep sensitive information out of general messages. What should I include? State the outcome you need, the relevant work location or change, and any useful timing. For a pay statement question, identify the pay period and the line you are asking about. Do not send passwords or unnecessary personal or financial details through an ordinary message. What if the need spans more than one service? Start with the service responsible for the immediate outcome. For example, equipment needed because of a role change starts with Workplace Equipment; if the change also affects access at a site, ask the service owner or your manager to identify the access owner as a separate next step. What if the listed service does not fit or I cannot find its route? Ask your manager or use your established local help route to identify the responsible service. If a service route is not confirmed, do not guess from an application name. Employee Experience or Shared Services can coordinate corrections to this page with the relevant domain owner. Who confirms the service boundaries? The domain owner for each service confirms its responsibilities and the appropriate preparation details. Employee Experience or Shared Services owns the page in this example and coordinates updates with those reviewers; review it when a service route or responsibility changes.
How to use this template
- Replace the Northstar examples with workplace needs and service names confirmed by each relevant domain owner.
- Add the approved route for each service only after verifying the destination and its intended audience, and retain a clear local fallback where ownership is uncertain.
- Assign an intranet content owner to coordinate edits and identify the service domain owners who confirm responsibilities and preparation details.
- Publish the page in the employee service-finding area and check that headings, cards, and any added destinations are understandable and accessible.
- Ask employees to choose the outcome that matches their need, prepare only the listed context, and contact the confirmed service through its approved route.
- Review the page when a responsibility, service route, or preparation requirement changes, and correct or remove outdated entries.
Best practices
- Organize each card around a recognizable employee need rather than a department name or application.
- Use short, observable preparation prompts such as naming the work location or pay period.
- Label illustrative or fictional service names clearly until local owners confirm them.
- Add links only to verified service destinations and test each destination before publishing.
- Keep payroll and employment-record guidance limited to the context needed for routing, and name the approved channel for sensitive details.
- Preserve the manager or established local help route as a fallback when employees cannot confirm ownership.
- Give a content owner responsibility for coordinating corrections and tell readers when to report a mismatch.
- Use plain language, descriptive headings, keyboard-accessible navigation, and sufficient contrast in line with WCAG 2.1 AA.
What this template typically catches
Issues teams running this template most often surface in practice:
Common use cases
Frequently asked questions
What kinds of employee needs does this page cover?
The example routes site-entry access, role-related equipment, pay statement questions, purchasing guidance, and employment-document requests. These are sample service areas, not a universal directory. Replace them with needs and service owners confirmed for your organization.
How often should we review the service routes?
Review the page whenever a service changes its responsibilities, name, route, or request-preparation requirements. A regular review cadence can also help catch stale information, but the example does not prescribe one. Show readers how to get help when a route is unavailable.
Who should own and update this page?
Assign an intranet content owner to coordinate page changes and ask each service's domain owner to confirm its scope and preparation details. The fictional example names Employee Experience or Shared Services as the coordinator, not as a verified owner for your organization. Make the actual correction route clear before publishing.
Does this template establish a legally compliant process?
No. It helps readers identify a likely service area and prepare a low-detail request; it does not define legal requirements, eligibility, or an official submission process. Confirm relevant policies and approved channels with your organization's appropriate owners, especially for payroll and employment records. Keep personal information out of ordinary messages.
What should employees do when a request spans multiple services?
Have them start with the owner of the immediate outcome and identify any separate need as a distinct next step. For example, equipment after a role change may be one request, while access at a new site may require a separate owner. Do not imply that one service automatically coordinates the others unless that workflow is confirmed.
Can we publish the Northstar service names as written?
Only as clearly labeled illustrative sample content. Northstar Services is fictional, and the service names and ownership may not match your organization. Substitute confirmed local names, routes, responsibilities, and request details before employees rely on the page.
Does the page link employees directly to service forms or systems?
No. The example's service summaries are explicitly not links, and it does not include integrations or live service data. Add a destination only after confirming it is the correct, accessible route, then test it with the relevant service owner. If no destination is confirmed, explain the approved local fallback instead.
How is this different from asking a manager each time?
The page gives employees a repeatable starting point by organizing sample needs around the outcome and showing what context to prepare. It still preserves a manager or established local help route as the fallback when ownership is unclear. It is a routing aid, not a replacement for service teams or local escalation procedures.
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Rolled out to every employee at AutoZone (125,000), PetSmart (50,000+), A.S. Watson and Raley's (20,000) — and at larger retailers we are not permitted to name.
