Jeffrey Gore, Director of HR Product Management at ServiceNow, outlines how you can transform the employee experience within your organization. During this session, Jeffrey discusses a new approach to streamlining HR interactions that improves employee satisfaction and increases workforce productivity.

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2016
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Three
Steps
to
Deliver
an
Exceptional
Employee
Experience

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2016
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Agenda
The
HR
Imperative
Current
Challenges
&
Business
Impact
Three
Steps
to
HR
Service
Delivery
Transformation
Demo:
Transforming
the
Employee
Experience
Q
&
A

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2016
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HR
Wants
to
Drive
Employee
Satisfaction
and
Strategic
Value
Scale
the
delivery
of
HR
services
depending
on
the
needs
of
the
organization

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2016
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HR
Wants
to
Drive
Employee
Satisfaction
and
Strategic
Value
Scale
the
delivery
of
HR
services
depending
on
the
needs
of
the
organization
Focus
more
on
strategic
activities
such
as
staffing
plans
and
employee
culture

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2016
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HR
Wants
to
Drive
Employee
Satisfaction
and
Strategic
Value
Scale
the
delivery
of
HR
services
depending
on
the
needs
of
the
organization
Focus
more
on
strategic
activities
such
as
staffing
plans
and
employee
culture
Drive
high
levels
of
employee
satisfaction
with
HR

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2016
ServiceNow
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Employees
Desire
a
Consumer
Grade
Approach
to
Service

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2016
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HR
Service
Delivery
Doesn’t
Match
Expectations
Employee Human
Resources
Emails Phone
Calls Spreadsheets

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2016
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Scenario:
PromotionEmail
Chaos
Messages:
0 Days:
0
Employee HR
Rep

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Scenario:
PromotionEmail
Chaos
Employee HR
Rep
Messages:
1 Days:
0
I
would
like
know
if
I
can
be
reimbursed
for
a
class
I
would
like
to
take.
What’s
the
policy?

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2016
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Scenario:
PromotionEmail
Chaos
Messages:
2 Days:
1
Here’s
the
policy
and
request
form.
See
attached.
Employee HR
Rep

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2016
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Scenario:
PromotionEmail
Chaos
Employee HR
Rep
Messages:
3 Days:
1
Here
you
go.
Request
form
attached.

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2016
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Scenario:
PromotionEmail
Chaos
Employee HR
Rep
Messages:
4 Days:
7
Hey,
What
happens
next?
Is
my
course
approved?

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Scenario:
PromotionEmail
Chaos
Messages:
4 Days:
7
Let
me
get
back
to
you.
I
will
respond
to
your
email.
Employee HR
Rep

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Scenario:
PromotionEmail
Chaos
Messages:
5 Days:
15
I
need
you
to
have
your
manager
approve
this
course.
Employee HR
Rep

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Scenario:
PromotionEmail
Chaos
Employee HR
Rep
Messages:
6 Days:
15
Why
didn’t
you
tell
me
before?
I
could
have
done
this
from
the
start.

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2016
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Scenario:
PromotionEmail
Chaos
Employee HR
Rep
Messages:
7 Days:
15
Can
you
please
approve
this
course?
I
would
like
to
be
reimbursed
by
the
company.
Manager

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2016
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Scenario:
PromotionEmail
Chaos
Employee HR
Rep
Messages:
8 Days:
16
I
don’t
know
what
our
tuition
reimbursement
policy
is.
Can
you
email
it
to
me?
Manager

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2016
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Scenario:
PromotionEmail
Chaos
Employee HR
Rep
Messages:
9 Days:
16
Manager
Here
it
is.

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2016
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Scenario:
PromotionEmail
Chaos
Employee HR
Rep
Messages:
10 Days:
17
Can
you
please
provide
me
the
business
justification
for
this
course?
What
have
other
employees
taken?
Manager

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Scenario:
PromotionEmail
Chaos
Employee HR
Rep
Messages:
11 Days:
17
It
will
take
me
a
while
to
gather
this
information.
The
class
starts
tonight.
Manager

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Scenario:
PromotionEveryone
Is
Frustrated
Employee Manager HR
Rep

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What
Other
Services
Could
Have
the
Same
Outcome?
Simple
• Benefits
enquiry
• Employment
verification
• Vacation
balance
• Pay
discrepancy
• HR
systems
access
Moderate
• Tuition
reimbursement
• Beneficiary
change
• Direct
deposit
enrollment
• Disciplinary
action
• Grievance
Complex
• Onboarding
• Transfers
• Separation
• Promotion
• Leave
of
absence

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Are
You
Paying
for
the
Pain?
Employee Human
Resources
Emails Phone
Calls Spreadsheets
80%
Repetitive
Tasks
$15.00
per
Call
$110
per
Form
Processing
Error

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2016
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What
Is
the
Impact
on
Employees?
How
do
managers
describe
consumerservices
vs.
workplace services?
Consumer
/
workplace
service
delivery
gap
leads
to:
Employee
productivity
drain
Negative
employment
brand
Attrition

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2016
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Things
Must
Change
• “Revolutionize
HR
to
adopt
new
ways
of
delivering
HR
services”
• “Reimagine
HR
and
the
employee
experience in
a
digital
world”
• “Digital
HR
is
a
top
priority
for
74%
of
execs”
Source:
Deloitte
Global
Human
Capital
Trends
2016
(7,000
survey
respondents
across
130
countries)
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2016
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Our
Focus
Is
Addressing
Pain
Points
as
Described
by
HR
Leaders
“I
have
no
visibility
into
what
my
team
is
working
on
and
what
information
they
are
providing
employees.”
“Our
employees
lack
a
central
place
to
access
information
and
to
engage
with
HR.”
“We
need
to
accelerate
HR
service
delivery
for
lifecycle
events,
while
maintaining
quality.”
HR

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Three
Steps
to
Drive
HR
Service
Delivery
Transformation
3.
Structured
Service
2.
Self
Reliance
1.
Managed
Interactions
Case
and
Knowledge
Management
Employee
Portals
Onboarding
and
Lifecycle
Events

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Step
One:
Managed
Interactions

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Step
Two:
Self
Reliance

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Step
Three:
Structured
Service

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2016
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Employee
Manager
Result
-­‐ Best
Practice
Engagement
Model
Facilities
ITPayroll
Workforce
Administration
Total
Rewards
Talent
HR
Operations
Employee
Relations
Procurement
Global
Mobility
Request
StatusService
Request
System
of
EngagementAutomated
Workflows
within
HR
and
across
departments
Consumerized
user
experience
on
any
device
Systems
of
Record

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2016
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Summary
of
ServiceNow
HR
Service
Management
Reduce
Costs Boost
Productivity Improve
Quality
of
Service
Scale
HR
Services
Transform
the
Employee
Experience
Employee Human
Resources

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2016
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2016
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2016
ServiceNow
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Thank
You