Transforming the Employee Service Experience in 90 Days
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Transcript of Transforming the Employee Service Experience in 90 Days
© 2017 ServiceNow All Rights Reserved
Transforming the Employee Service Experience in 90 Days
Jen StroudChief HR Transformation Leader, ServiceNow
Donna Naomi WoodruffEnterprise Service Enablement Leader
HR Portal in 90 days
1898 - 2016
A History of Innovation and Change
$11B $7.4B $1.8B
Annual CAPG Spend
$1.3BTEAM
MEMBERS
34,000+In Transactions
Annually
$46BFACILITATING
UNIQUE VISITORSmonthly on
Autotrader.comand KBB.com
36M+Physical Locations in24 Countries
Serving
90+Countries
CARS SOLD In U.S. & Canada
3 4TOUCHING
of
5
Our Challenge
123K support requests
2500+ phone calls per month
28k calls annually
55 Employee Service Center (ESC) support analysts
2 centers
6
Business Partner Objectives
Address feedback from the Advisory Council Increase self-service utilization Improve reporting capabilities Support ESC metrics Promote personal touch
7
Support Center Maturity Model
Consolidation• Limited
technology• Central
resources• Reactive
support• Immature
process definition
Standardization
• Policies / Procedures
• Process Definition
• Technology• Key Metrics• Performance
Reporting
Optimization• Advisory
council• Technology
integration(s)• Service Level
Agreements (SLAs)
• Culture of accountability
• Rewards / Recognition program
Virtualization• Operational
agility/ scalability
• Technology automation
• Scorecards/ dashboards
• Customer strategy
• Multi-generational plan(s)
• Customer adoption metrics
Standardization
• Policies/ procedures
• Process definition
• Technology• Key metrics• Performance
reporting
8
1. “Configuration over Coding”: Keep it simple, consistent, and repeatable when designing and developing solutions on the platform.
2. Focus on technical excellence through consistent taxonomy and leverage the principles of ITIL where appropriate.
3. Always consider a great user experience and usability.
4. Escalate early and often to remove obstacles to progress.
5. Measure success
ServiceNow Manifesto
BeforeAfter
Automated Ticket Creation &
Assignment
Inputs from Self-Service Portal and Calls
Tier 1
Tier 2
Tier 3
90 Days: A Closer LookWk.1
Wk.2
Wk.3
Wk.4
Wk.5
Wk.6
Wk.7
Wk.8
Wk.9
Wk.10
Wk.11
Wk.12
Wk.13
Wk.14
Wk.15
Wk.16
Planning
Process Workshops & Prototyping
Focus Groups Development
Testing
Train Trainer
sESC
Training
Soft Launch
Go Live Support
11
Cox Auto Service Station Commercial.mp4
Robust HR Service Catalog
Repeatable Workflows & Escalations
14
Feedback
15
Aspirational
Start
Tier 1
Tier 2
Tier 3
End
16
Reality
16
ESC operational transformation not fully complete
Symptoms: Users wanted to
interrupt the workflows
Users wanted to be assigned to all assignment groups
17
Actual Maturity Model of the Support Center
Consolidation• Limited
Technology• Central
Resources• Reactive
Support• Immature
Process Definition
Standardization
• Policies / Procedures
• Process Definition
• Technology• Key Metrics• Performance
Reporting
Optimization• Advisory
Council• Technology
Integration(s)• Service Level
Agreements (SLAs)
• Culture of Accountability
• Rewards / Recognition Program
Virtualization• Operational
Agility / Scalability
• Technology Automation
• Scorecards / Dashboards
• Customer Strategy
• Multi-Generational Plan(s)
• Customer Adoption Metrics
Standardization
• Policies / Procedures
• Process Definition
• Technology• Key Metrics• Performance
Reporting
Simplified Workflow Design
How did we respond?
Remove the current workflow automation
First level routing based on Portal Item only
Manual reassignment (flexibility)
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Consumerizing the Experience: Automating Onboardingand Access
Cox Service Station OnBoarding Commercial.mp4
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Scorecards and Dashboards
21
Helping Acquisition Transition
22
Awareness Digital Signage
Road Shows
Road Shows
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24
25
Escalations to Cox Enterprises Instance
Automate Remaining Manual HR Forms
27
Automated Bridge Loan Requests & Approvals
28
Coming Q1 - 2017
29
Key Takeaways
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Dedicated Project Team (Business and Technology)
Observe and assess Business Operations Co-location is critical (if possible) Less is more (SLAs, simple workflows, etc.) Prototype to visualize Involve (engagement), Integrate
(commitment), Inform (awareness)