Streamlining Government HR Services with ServiceNow

25%

45%

50%

“We successfully moved all the OE work to production this afternoon—over 140 user stories covering nearly 300 update sets—and it went flawlessly!”

Summary

The client, a key U.S. government economic institution, faced significant challenges in its HR operations due to disconnected systems, reliance on manual processes, and limited self-service options. To address these inefficiencies, the institution implemented ServiceNow HR Service Delivery (HRSD) to enhance self-service capabilities, automate manual tasks, and improve the overall HR service experience. This solution successfully streamlined HR operations, reduced the need for direct employee interactions with HR, and increased self-service usage. Additionally, it improved HR/payroll employee efficiency, reporting, and analytics, while maximizing the institution's ability to provide faster, more effective services.

HR Struggles: Outdated Systems and Overwhelmed Resources

The institution faced several challenges in optimizing its HR services. Employees were primarily reaching out to HR personnel directly rather than using self-service options, causing a strain on HR resources and indicating the need for a more accessible and user-friendly HR service delivery model.

Further complicating matters, the institution operated with disconnected systems, leading to inefficiencies, operational bottlenecks, and delays. Manual data entry, reporting errors, and a fragmented CRM system hindered HR's ability to respond quickly and effectively. Additionally, reliance on email and spreadsheets for various HR processes added complexity and potential for mistakes. The lack of centralized data and a unified system limited visibility and slowed down HR operations, necessitating a more integrated and automated solution.

Transformative Results

To address these issues, the institution decided to implement ServiceNow HR Service Delivery (HRSD) to provide:

24/7 access to efficient, consistent HR services
Intuitive user experience for data-driven decision-making
Seamless integration with existing systems like PeopleSoft CRM, Workday, and NICE InContact CXone
Quick access to HR information through a single portal

The implementation covered key HR functions such as Benefits, Payroll, Employee Life, HR Operations, Employee Relations, and Workforce Planning. This holistic approach created a unified HR ecosystem that minimized manual processes and maximized employee efficiency. Regular meetings, training sessions, and testing ensured the solution was aligned with organizational goals and user needs.

Revolutionizing HR Operations for the Future

The implementation of ServiceNow HR Service Delivery (HRSD) transformed the institution’s HR services, yielding impressive results across the board. Key outcomes include:

Increased self-service adoption: Self-service usage rose sharply, reducing direct HR interactions by 40% and empowering employees to handle HR tasks independently.
Improved employee satisfaction: Satisfaction with HR services grew by 30%, thanks to a more user-friendly, efficient portal.
Enhanced operational efficiency: Automation cut manual HR tasks by 50%, allowing HR resources to focus on more strategic efforts.
Optimized reporting: Reporting capabilities were boosted, providing timely, accurate insights that improved decision-making.
Maximized HR efficiency: HR/payroll efficiency increased by 25%, enabling a shift toward more analytical tasks.

As the institution continues to receive ongoing support, it is well-positioned for continuous improvements in HR service delivery, ensuring long-term efficiency and innovation.