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Modernizing HR Service Delivery and Onboarding for Today's Connected Workforce

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Learn how Hitachi is inspiring the next by improving their HR service delivery.

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Modernizing HR Service Delivery and Onboarding for Today's Connected Workforce

  1. 1. Modernizing HR Service Delivery and Onboarding for Today’s Connected Workforce
  2. 2. 2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18 Speakers Sr. Director, Global People Services & Enablement Hitachi Vantara Mia Isnardi- Shook Mike Vilimek Director of Product Marketing ServiceNow
  3. 3. 3 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18 Consumer Experiences are Driving Expectations “Leading HR organizations aspire to provide a consumer- grade customer experience to their workforce…” Market Guide for Integrated HR Service Delivery Solutions, 2017
  4. 4. 4 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18 AlumniOff BoardingNew ChildOnboarding The Employee Journey: Moments That Matter Pre-Hire Performance Review Learning Relocation Payroll Issue Leave of Absence Promotion
  5. 5. 5 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18 Why is this so Hard? • What is the policy? • Which system or department? • Who can help? Talent Mgt. Benefits Payroll Security Expenses Travel Recruiting Facilities Stock Plans Core HR IT Employee Relations Relocation Mobility Support
  6. 6. 6 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18 Consumerize the Employee Service Experience Talent Mgt. Benefits Payroll Security Expenses Travel Recruiting Facilities Stock Plans Core HR IT Employee Relations Relocation Mobility Support HR Service Delivery • Access relevant and personalized information • Guided to the right systems and departments • Get high-touch help when needed
  7. 7. A Quick Look at How we Started & Where we are Now A Look Ahead - Optimizing ServiceNow Enterprise Onboarding Highlights About Who we are Evolving our Employee Service Model
  8. 8. © Hitachi Vantara Corporation 2018. All Rights Reserved GLOBAL SCALE GLOBAL PRESENCE Operate in 130+ countries 7,000+ employees DIFFERENTIATION CUSTOMERS & ECOSYSTEM 10,000+ customers and 2,000+ partners SOLUTIONS 60% software and services LEADERSHIP & TALENT OT ITIoT 18% Americas 34% EMEA 48% APAC Revenue $4 billion Attracting world class global talent Hitachi Vantara
  9. 9. 9 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18 CONFIDENTIAL – For use by Hitachi, Ltd. employees and other audiences under NDA only. What is Global People Services & Enablement? The Global People Services & Enablement (GPSE) team provides critical, HR services and support to HR, employees and leaders across Hitachi Vantara in a centralized support model. Our aim is to make it easier to be an employee. Keys to providing excellent service are: • Employee-centric approach and processes • Technology-based solutions • Consistency • Continuous improvement
  10. 10. 10 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18 A QUICK LOOK AT HOW WE STARTED AND WHERE WE ARE NOW…
  11. 11. How we Enabled • Regional teams providing centralized support • Repeatable, non-client specific transactional tasks that can be centralized. • Create bandwidth through improved effectiveness and process improvements. A Quick Look at how it all Started • Business required strategic HR support • HRBPs & Generalists spending 70+% on transactional work • No defined service delivery model • No standardized processes or documentation • No self service functionality • Strategic, proactive, consultative support • Ability to scale to support business needs & growth • Fluidity & consistency across clients • Responsibilities matched to skill levels • Growth and development opportunities • Do more within same cost Problems to Solve What was Needed Original Scope & Bandwidth • Shifted Resources • Lower cost locations • Centralized & reduced transactions
  12. 12. Global Team of 45 team members made up of: • HR Advisors (HRAs)* • People Relations & Compliance • Data Operations • Continuous Improvement (CI)/Project Members • Managers/Leads/QA • HR Technology Services *Only HRAs focus full time on processing AskHR queries Started with tiers 1-4 based on levels of complexity and recently shifted to traditional escalation model Introduced Tier 0 self- service with launch of AskHR portal on ServiceNow Follow-the-Sun Model – Colorado and Poland
  13. 13. Global People Services & Enablement (GPSE) Currently Exists Some Exists – Expanding People Relations & Compliance Continuous Improvement & Projects AskHR Support Services Continuous Improvement Intake/Capacity Planning Employee Relations Compliance HR Policies Background Investigations Reasonable Accommodations Cases – Tier 1 “Generalist” Support Cases – Tier 2 “Specialist” Support Benefits Compensation Life Cycle Specialist Recruitment Support Program and Project Support PLUG-N-PLAY (Professional Services Delivery) HR Technology Services Strategic Projects & Integrations Digital Employee Experience & Automation Systems Support Data Governance & Integrity Data Operations
  14. 14. Support Scope Benefits & Comp Support Employee Relations & Policy FAQ Support Employee Changes ENS Support Onboarding Offboarding Managing Employee Files Intern Support Performance Management Data Mgmt. Support Reporting AskHR (Mgr., EE,HR Support) Employee Letters Transfers White Glove Support Restructure/RIF Projects (M&A, etc.)
  15. 15. Redefined Tier Model Tier 3 • Strategy & policy experts, process owners • Exception approvers • COE Tier 2 • Specialists with small scope, indepth knowledge • Over 12 mths of SSC experience • White Glove and HR4HR , Sr. HRAs & Leads Tier 1 • Generalists with broad, general knowledge • First level support • AskHR queries, simple, repetitive transactions and actions Tier 0 • Self-Service HR Portal • Knowledge base, FAQs • Simple transactions • Moved to traditional escalation tier model from tiers of complexity • Introduced Tier 0, created Tier 2 • Estimated Tier 0 would free up 3 resources (on knowledge based self service alone) Point of Entry Escalation AskHR Portal
  16. 16. AskHR ServiceNow Evolution – from Email to Portal January 2013 January 2014 April 2015 December 2017 2018 & Beyond • AskHR SharePoint Solution • Regional Inboxes • Color Coding • Manual Case Assignment and Monitoring • AskHR Relaunch • Global Processing Queue • ServiceNow Go Live • HR Case Management • HR Process Automation • AskHR Portal & Knowledge Base Go Live • Self service (Tier 0) • Enterprise Onboarding • Expanded Self Service • Enrich Content • Payroll Case Management and Process Automation
  17. 17. EVOLVING OUR EMPLOYEE SERVICE MODEL
  18. 18. Before the Portal  ServiceNow in use for AskHR team only  No employee-facing HR knowledge base available, so no tier 0, self service capability  Tier Model based on complexity COEs HRBP AskHR Team Employee/ Manager Email Archives Online Resources Printed References  Heavy reliance on email correspondence  Employees & managers frequently contact HRBPs for repeatable tasks
  19. 19. © Hitachi Vantara Corporation 2018. All Rights Reserved Consumerizing the Employee Service Experience Provide immediate answers to employee questions 1 Boost employee self- reliance by providing consistent, mobile-friendly access to HR information.
  20. 20. © Hitachi Vantara Corporation 2018. All Rights Reserved Consumerizing the Employee Service Experience Provide immediate answers to employee questions 1 Allow employees to request any HR service 2 Make it easy for employees to make requests and get help through the portal.
  21. 21. © Hitachi Vantara Corporation 2018. All Rights Reserved Consumerizing the Employee Service Experience Provide immediate answers to employee questions 1 Allow employees to request any HR service Automatically route cases to the right people 2 3 Improve efficiency, accuracy, and resolution time by automatically routing cases to subject matter experts.
  22. 22. © Hitachi Vantara Corporation 2018. All Rights Reserved Consumerizing the Employee Service Experience Provide immediate answers to employee questions 1 Orchestrate actions across multiple departments Allow employees to request any HR service Automatically route cases to the right people 2 3 4 In Phase II, we will automate workflows across departments to improve complex processes, such as employee onboarding.
  23. 23. © Hitachi Vantara Corporation 2018. All Rights Reserved Consumerizing the Employee Service Experience Provide immediate answers to employee questions 1 Orchestrate actions across multiple departments Allow employees to request any HR service Automatically route cases to the right people Provide a consumer-like service experience 2 3 4 5 Meet the expectations of a modern workforce with a personalized service experience—available anytime on any device.
  24. 24. © Hitachi Vantara Corporation 2018. All Rights Reserved With the Portal  Employees, managers and HR community have access to portal  Robust knowledge base and search function available  Cases entered/tracked through the portal— no more old-fashioned email reliance  AskHR team manages escalations to COEs and HRBPs Employee/ Manager AskHR Team HRBP COEs Knowledge Base Content AskHRPortal
  25. 25. 25 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18 AskHRPORTAL & STATS
  26. 26. Screenshots of Portal
  27. 27. Screenshots of Portal
  28. 28. Screenshots of Portal
  29. 29. AskHR Cases Opened (as of 04/28) December January February 1,000* 3,305 2804 Total Number of Cases Opened by Month *AskHR launched December 16, 2017 March April May 3171 2958 4,782 36% 3,827 29% 3,682 28% 947 7% HR Cases Opened By Region Americas: 4,782 EMEA: 3,827 System Generated/Guest: 3,682 APAC: 947
  30. 30. Open Cases as of Apr 28 2018 By Category By Business Unit General 7,371 Hiring and Onboarding 2,055 Benefits 1,749 Offboarding 883 HR System 559 Compensation 499 Talent Management 110 Employee Relations 12 Total 13,238 Global HR 4,404 Global Sales 1,412 Global Services 1,085 Global Finance 922 PPD 593 WW Marketing 341 Global IT 302
  31. 31. AskHR Content (as of 04/28) Article Views by Month 4.52 Average Article Rating Top Categories Viewed Article Views by Region 1,817 December 7,082 January February 3,070 1. Time Away 2. General 3. Recognition 4. Manager Resources 5. Health and Wellness 6. Hiring Article Views by Business Unit 1. Global Sales 2. Global Services 3. Global HR 4. PPD 5. Global IT 6. Global Marketing Top Articles Viewed 1. US Vacation for Exempt Employees 2. US Vacation - New 2018 US Flexible Paid Time Off (FPTO) Program 3. Manager Resources Center 4. Performance Resource Center 5. Recognition Direct Resource Center 6. Personal Information Updates 13,243 77% 2,651 15% 1,292 8% Americas EMEA APAC 2,841 March 2,376 April May
  32. 32. 32 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18 A LOOK AHEAD… OPTIMIZING SERVICENOW
  33. 33. 0 - High Touch Dependency HR Service Delivery Maturity 4 - Employee-Driven HR Experience 1 - Managed Service 2 - Self Service 3 - Self Reliance Email, Spreadsheets SharePoint EmployeeExperience&HREfficiency Basic Case Mgmt. Tracking Cases in HR HR-facing KB Employee Facing Case Management & Knowledgebase HR Portal Chat & Mobile Basic Integrations Standard HR Workflows Bi-directional Integrations with HRIS and other HR systems Complex and Specialized HR Workflows Adding structure and visibility to employee support and HR service delivery Enabling employees to manage their basic HR needs HR becoming less tactical and more strategic Empowering employees with easy to use support that is timely and accurate Enabling HR to work strategically with business partners adding value to the bottom line No business visibility, transparency or reporting capabilities Inconsistent service delivery Providing employees with complete end-to- end support Removing barriers to provide an exceptional employee experience Making it easier for employees to be productive and innovative Improved engagement and business results Our Vision We are Here Want to be Here • Deliver high-quality HR services and information • Make it easier to be an employee • Improve the employee experience
  34. 34. Next in Class, Not Just Best in Class!  We have made progress, taking steps to evolve our model, infrastructure and processes.  In order to get to where we need to be quickly, we need to leap frog!  Technology is our best option. We plan to optimize it, starting with ServiceNow…
  35. 35. Leverage ServiceNow to Improve Employee Experience
  36. 36. Employee Manager ServiceNow as our System of Engagement Facilities ITPayroll Total Rewards Global Talent GPSE Employee Relations Finance Request StatusService Request System of EngagementAutomated Workflows within HR and across departments Consumerized user experience on any device Systems of Record ITSM HRSM
  37. 37. How we Plan to Leverage ServiceNowWorkflows&Process • Lifecycle changes • Onboarding • Offboarding • Leave of Absence • Transfers ModulesandPortals • Modules for Complex Functions • People Relations • Portal for other Companies Integrations&Chat • Bi-directional integrations • HRM • ATS • Background Vendors • Live Chat Our biggest investment is in Enterprise Onboarding…
  38. 38. ENTERPRISE ONBOARDING
  39. 39. Onboarding – Value and Impact - New, sleek onboarding workflow - Better Manager experience - Efficiency not only in HR but other cross-functional areas, so more time to focus on business - Re-purpose 1.5 headcount to take on additional work Benefits - Onboarding Portal - Onboarding Workflow - Integrations (Oracle, ATS, background vendor, & DocuSign) Overview - Enhanced Employee Experience for managers and new hires - Ability to view and track new hire during onboarding - Mobile friendly portal - Reduce manual work by about 3500 hours annually Outcomes
  40. 40. Onboarding Priorities Central Location New Hires and Managers can visit one area to complete all the Onboarding needs via Desktop or Mobile Integrations Reduce blind spots and manual actions: ATS, BI Vendor, HRMS, ITSM, DocuSign Drive Action Incorporate and automate actions from other departments: IT, Facilities, Security, Payroll Automation & Visibility Create efficiency through automation & digitization, provide end to end visibility: “Pizza Tracker” Improving the New Hire, Manager, and Corporate Functions experience while driving process improvement and
  41. 41. Questions? Mike Vilimek Director of Product Marketing ServiceNow Mia Isnardi-Shook Sr. Director, Global People Services & Enablement Hitachi Vantara

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