Good product, but needs continuous improvement in reporting, customer service, and project management

Project management should be a core competency with APD implementation teams. However, in my experience of the past 4 years with ADP, Project Management has been sorely lacking, and we (the customer) end up paying for it with delayed implementations (that impact other business decisions contingent upon an ADP go-live date), and ineffective implementations which require clean up afterward, or that cannot be cleaned up and we have to live with the inconveniences of figuring it out later, or the product not doing what it was sold to do (e.g., ACA module, although it has gotten better).

Customer service should also be a core competency. The service model has changed over the past 2 years or so, of which I greatly appreciate and acknowledge. Having dedicated resources for a company as complex as ours is a must have. However, there's still room for improvement, specifically with having well-trained front-line payroll and benefits contacts, who, if they do not know the answers, they will quickly get back with you.

Also, a recruiting strategy would be to hire ADP product users in the industry who are adept at using the tools, especially Benefits and Reporting modules. Hiring users to be front line technicians would be a differentiator for ADP because users have a frame of reference for how the data will be used by other users. For example, we have had challenges with ADP technicians knowing the "right answer" or how something should work, but in real-world application, they're lost because they've not experienced it on the user end.

Maybe partner with some clients to allow the ADP technicians to do "User" assignments whereby they work alongside a company to see day to day usage and challenges.

The Reporting Tools are getting easier to use, however, the filters (step 6) are not intuitive...they need a programmer to competently utilize. There are subtle settings that caused my reports to yield triple pay for one or two select individuals...it's very frustrating!

The employee profile tool takes too long and is generally not helpful. It would be great to customize what fields I wanted to include.

The same comment above about product users applies to this item: get the Reporting technicians into real life user assignments so that they can see how the data can be formatted for analysis. For example, some of the standard reports are not formatted in a manner that allows for data analytics (e.g., sorting, filtering, etc.) due to blank rows between data fields. Having real-life user experience would help to make sure reports are usable.

I'm sure the separate database architecture is purposeful somehow, but it seems highly inefficient that the Payroll module will not "talk" with the Benefits module.

ADP's union capabilities are very limited. Simple union setups are ok, but not complex setups with a couple of hundred union settings. Union payroll does not seem to be a core competency for ADP.

Reporting employment history needs improvement. For example, while there is a "Position Start Date" it is not for the current position...it is synonymous to Hire Date. This is not helpful! I can't run a report on when someone started in their position.

HR doesn't have access to Org Charts for the entire company. Org Chart functionality is limited to the Manager of people viewing only his/her line of direct reports. HR should have access to see all org charts for the entire company.