CX-Fueled Process Improvement:
Boosting Employee Satisfaction with ServiceNow's HR Service Delivery Module
TL;DR
A federal civilain agency faced operational challenges due to inefficient processes, outdated technology, and employee dissatisfaction, leading to high turnover rates and low engagement scores.
We conducted a design sprint to identify challenges and opportunities for improvement in their HR department and implemented the ServiceNow HR Service Delivery (HRSD) module to centralize processes, automate tasks, enhance employee self-service, and provide real-time tracking and transparency.
The implementation of ServiceNow HRSD significantly improved HR operations by streamlining processes, enhanced the employee experience through self-service capabilities and quicker responses, increased transparency and trust with real-time tracking, and allowed HR staff to focus on strategic initiatives and employee support.
The Problem
The agency’s department faced significant operational challenges that hindered its ability to provide efficient HR services and deliver a superior employee experience. Siloed processes across various HR functions created communication gaps and inefficiencies. Manual, paper-based tasks were prevalent, leading to time-consuming and error-prone processes. Moreover, the existing HR technology was outdated and unable to meet the department’s evolving needs.
Employee feedback indicated dissatisfaction with the HR services, citing difficulties in accessing information, delayed responses to inquiries, and confusion regarding HR processes. High employee turnover rates and low employee engagement scores highlighted the urgency of addressing these issues. They recognized the critical importance of improving HR operations and fostering a positive employee experience to attract and retain top talent.
CX In Action
To gain a comprehensive understanding of the challenges faced by HR, the NuAxis customer experience (CX) team initiated a design sprint. This collaborative and iterative process involved engaging key stakeholders, HR staff, and employees in workshops and interviews to identify pain points and opportunities for improvement.
The design sprint allowed the team to map out the current state of HR operations and visualize end-to-end HR processes. By analyzing data and feedback gathered during the sprint, the team gained valuable insights into the specific pain points affecting HR efficiency and employee satisfaction.
The Solution
Building upon the findings from the design sprint and process maps, NuAxis devised a comprehensive solution centered around implementing the ServiceNow HR Service Delivery (HRSD) module. The HRSD module was customized to align precisely with their unique business needs, taking into account their specific workflows and requirements.
The implementation of ServiceNow HRSD aimed to achieve the following:
Breaking Down Silos:
By centralizing HR processes and information on a unified platform, the HRSD module bridged communication gaps between different HR functions. This integration facilitated seamless collaboration and streamlined decision-making.
Process Streamlining and Automation
The HRSD module introduced automation to replace manual, paper-based tasks. Routine HR processes such as onboarding, leave requests, and performance evaluations were automated, significantly reducing processing time and minimizing the likelihood of errors.
Enhanced Employee Self-Service
The user-friendly interface of ServiceNow HRSD empowered employees to access HR services independently through self-service options. Employees could submit requests, track the status of inquiries, and find relevant HR information at their convenience, reducing their dependency on HR staff for routine tasks.
Real-time Tracking and Transparency
The HRSD module provided real-time tracking and visibility into the progress of HR requests. Employees could easily check the status of their inquiries, leading to increased transparency and a sense of assurance in HR processes.
The Results
The strategic implementation of ServiceNow HRSD by NuAxis addressed the operational challenges faced by HR, significantly improving HR processes and employee experience. By breaking down silos, automating tasks, and enhancing self-service capabilities, they successfully fostered a more efficient and employee-centric HR department. The positive impact on employee satisfaction and engagement not only improved retention rates but also positioned them as an organization committed to providing a superior employee experience.
Customer Impact
The implementation of ServiceNow HRSD had a profound impact on both HR and its employees.
Streamlined HR Operations
The customized HRSD module successfully broke down silos and streamlined HR processes, resulting in reduced processing time, improved efficiency, and enhanced collaboration between HR teams.
Enhanced Employee Experience
With self-service capabilities and quicker responses to inquiries, employees experienced a more seamless and convenient HR experience. The HRSD module’s intuitive interface improved employee engagement and satisfaction.
Increased Transparency and Trust
Real-time tracking of HR requests instilled confidence in employees, as they could now follow up on their inquiries and understand the status of their requests.
Focus on Strategic Initiatives
Automation of manual tasks freed up HR staff’s time, allowing them to focus on strategic initiatives, employee development, and providing more personalized support to employees.
