building the workforce of the future - magellan health€¦ · building the workforce of the future...
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![Page 1: Building the Workforce of the Future - Magellan Health€¦ · Building the Workforce of the Future DECEMBER 11, 2018 “Digital transformation. It’s the hot topic in corporate](https://reader036.vdocuments.net/reader036/viewer/2022063001/5f1b3e5110397c3ccc6efc72/html5/thumbnails/1.jpg)
Building the Workforce of the Future
DECEMBER 11, 2018
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“Digital transformation. It’s the hot topic in corporate America today. Executives are being told with increasing frequency that they need a “digital transformation” strategy- one that incorporates artificial intelligence (AI)and machine learning- or they’re going to be left behind.”
Forbes Magazine (May 29, 2018)
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Agenda
Background
VERN and ServiceNow
Employee Relations
System Demo
Roadmap to Implementation
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Roadmap to VERN implementation for AFSCDe
cem
ber • AFSC Articles available in VERN
• Configuration Changes
• Search for answers to HR related questions
• Choose to create a case (not mandatory) answered by AFSC team
• GetHR and other AFSC Service Delivery mechanisms still available
• Finalize adoption metrics
Febr
uary • Review AFSC data for adoption
• Update and Increase VERN communications
• Continue article creation and refinement for AFSC based on cases
• Update roadmap to reflect full go-live
Mar
ch
• Analyze existing AFSC case data
• Establish date for full VERN implementation for AFSC
• Finalize implementation project plan
• Finalize communication plan
• Establish timeline for retirement of GetHR
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Manual processes were bogging us down and old fashioned models were hindering creativity and growth
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Background: The Perfect Storm
2 HR service center reps for 10k employees
Couldn’t keep up with questions; became a
complaint hotline
No data to guidedecisions
Increasingly complex
employee issues
Eliminate distractions so both employees and HR could FOCUS ON WHAT MATTERS MOST.GOAL:
Double-digit growth business
growth
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The Winning Rx
By changing how we work, we were creating the workplace of the futureShut down email. Turned off phones. Challenged ourselves to work in a new way.
CREATEa true consumer
experience
RE-DEFINEexcellent service
BUILDdigital & technical
capabilities
BECOMEself-directed & confident using new tools
GROWfeeder pool for
future talent
RE-DEFINEperception of HR BECOME
digital citizens
Changing how HR WORKS
Changing how EMPLOYEES WORK
Tap STRATEGIC POTENTIAL
for everyone Embrace technology
Seek ways to automate
Be self directed
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VERN and ServiceNow
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The Solution: ServiceNow
VERN• Magellan Health’s innovative approach to leveraging
the ServiceNow platform
• Customer facing ServiceNow portal
• Contains a search bar that allows employees to search for their own answer
• Search Knowledge Base and Suggested Readings
ServiceNow• The platform on which VERN sits
• Case management portal
• Used by the HR Resource Team, Employee Relations, HR functional areas, and HRBCs
• Data and Analytics
• Reports
A service management platform that provides service management solutions forHR services management, IT services management, IT operations management, and IT business management.
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VERN Knowledge Base/HR Resource Team/Employee RelationsOne Platform
VERN• Employees search, just like
Google, meta tags ensure articles are found
• Answers are found within the knowledge base which is current
• Fully mobile enabled; open 24-7
• Response Time: Immediate
• Follow-up: Non Required
HR Resource Team• Sometimes an employee has a
question that is complex, but is not regarded as employee relations
• Examples are a tax question, a problem with PTO calculation, etc.
• The HRRT is fully trained to assist and answer questions fast
• Response Time: Within 48 Hours
• Follow up: Clarification provided when required
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• Reserved for performance issues, true conflicts and any issue requiring an investigation
• Employees and managers start in the VERN portal, but issues are re-directed to ER team
• Response Time: May exceed 48 hours depending on the type of ER case.
• Follow up: Clarification provided when required
Employee Relations
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Managing Cases and Security
Resource Team• 85%• All HR Categories• Two Dedicated AFSC
Resources
Functional Area• Exception to Policy• Vendor Direction
Employee Relations• PIP Reviews• Employee
sensitive issue
Comp
Payroll
Esca
late
Esca
late
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Help us Improve VERN!
• Provide your feedback• If the response you received was not clear; let us know• What was difficult to understand about an existing article
• What is missing?• Did you conduct a search and do not find the information
• What key word did you search• Help us eliminate HR Vernacular
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Meet VERN!
Over 537,353 searches
3.5 average article rating
< 11 hours to close a case
Employees are turning to VERN!
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VERN and ServiceNow Demo
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Use VERN to Submit a Conflict Resolution Case for Review
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