getting your hr house in order

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© 2016 ServiceNow All Rights Reserved Confidential © 2016 ServiceNow All Rights Reserved Confidential A Global HR Contact Center Transformation: “Getting the House in Order” Jeffrey Gore, Director of Product Management, ServiceNow Daniele Colombo, Assistant Director, HR Services, Ernst & Young, LLP Paul Webb, Principal, ServiceNow COE , Advisory Services, Ernst & Young, LLP

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Page 1: Getting Your HR House in Order

© 2016 ServiceNow All Rights ReservedConfidential © 2016 ServiceNow All Rights ReservedConfidential

A Global HR Contact Center Transformation: “Getting the House in Order”Jeffrey Gore, Director of Product Management, ServiceNow

Daniele Colombo, Assistant Director, HR Services, Ernst & Young, LLP

Paul Webb, Principal, ServiceNow COE , Advisory Services, Ernst & Young, LLP

Page 2: Getting Your HR House in Order

© 2016 ServiceNow All Rights Reserved 2Confidential

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 organizational development and employee culture

Drive high levels of employee satisfaction

with HR and the enterprise

Page 3: Getting Your HR House in Order

© 2016 ServiceNow All Rights Reserved 3Confidential

Employees Desire a Consumer Grade Approach to Service

Page 4: Getting Your HR House in Order

© 2016 ServiceNow All Rights Reserved 4Confidential

HR Service Delivery Doesn’t Match Expectations

Employee Human Resources

Emails Phone Calls Spreadsheets

Page 5: Getting Your HR House in Order

© 2016 ServiceNow All Rights Reserved 5Confidential

High Costs

Employee Human Resources

Emails Phone Calls Spreadsheets

80% Repetitive

Tasks

$15.00 per Call

$110 per Form

Processing Error

Page 6: Getting Your HR House in Order

© 2016 ServiceNow All Rights Reserved 6Confidential

What is the Impact on Employees?How do managers describe consumer services vs. workplace services?

Consumer/ workplace service delivery gap leads to:

Employee productivity drain

Negative employment brand

Attrition

Page 7: Getting Your HR House in Order

© 2016 ServiceNow All Rights Reserved 7Confidential

ServiceNow HR Service Management

Reduce Costs Boost Productivity Improve Quality of Service

Scale HR Services

Transform the Employee Experience

Employee Human Resources

Page 8: Getting Your HR House in Order

© 2016 ServiceNow All Rights Reserved 8Confidential

The HR Transformation Journey

StructuredService

SelfReliance

ManagedInteractions

Case and Knowledge Management

Employee Portals

Onboarding and Lifecycle Events

High TouchDependency

Spreadsheets, Email, Phone Calls

Page 9: Getting Your HR House in Order

A global HR Contact Center transformation: “getting the house in order”

20th HR Shared Services & Outsourcing Summit18 October 2016

Page 10: Getting Your HR House in Order

Page 10

AgendaOur team and story today

Paul WebbPrincipal, ServiceNow COE Advisory ServicesErnst & Young, LLP

Daniele ColomboAssistant DirectorHR ServicesErnst & Young, LLP

1 Case for change

2 Global HR Contact Center transformation

3 Global HR Contact Center implementation

4 Key benefits, takeaways, Q&A and appendix

EY is a global professional services firm. We are 230,000 people based in 728 offices in 150 countries.

EY

The views expressed by presenters are not necessarily those of Ernst & Young LLP

Page 11: Getting Your HR House in Order

Page 11

Case for changeRapid growth and changes to the external world require us to transform our HR

Leverage our global footprint and expand languages, locations, scope with improved global processes

Cloud solutions with a globally integrated HR system, empowering managers and employees through self-service

Country HR teams focused on partnering with the business to ensure we have the right people and skills to better serve our

clients

Talent roles

Shared services

Technology

Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

What will EY look like in 2020?

300,000 employees supported by HR

Generating $50 billion in revenue

$4 million job applications

60,000 new alumni each year

14 million planned learning hours

Symphony

2020

Page 12: Getting Your HR House in Order

Page 12

Global HR Contact Center transformation We opted for a phased approach to get the house in order first

EY HR professionals

EYemployees

EYmanagers

EYcandidates

Existing intranetmyHR landing page

IVR

PhoneEmailChat

Knowledge Base

60%-70% 8%-10% 2%85%-90%

EYpartners

Case

Talent + Talent Shared Services (TSS): Technology filter TSS: High-touch filter Talent: High-value activities

Technology support Generalist support

TSS: Resolution filter

Specialized support Business partnering

Resolution target:

Consistent customer experience

Tier 0Direct access

Tier 1Generalist

Tier 2Specialist

Tier 3Strategy, policy, exceptions

and approvals

► ServiceNow► Cisco

► ServiceNow

► ServiceNow

Page 13: Getting Your HR House in Order

Page 13

Global HR Contact Center transformation We streamlined processes and technology to get the house in order

Casemanagement

Knowledgemanagement

SurveysOutlook emailintegration

Reporting & analytics

Chat Security & data protection

Servicelevels

Telephony

✓ ✓

Pro

cess

cla

ssifi

catio

n fra

mew

ork

Cross org request

Manage knowledge base

Manage calls

Manage emails

Manage chats

Manage cases

ServiceNowCisco

Page 14: Getting Your HR House in Order

Page 14

Global HR Contact Center implementationWe deployed globally and rapidly

CanadaUnited States

BeNePoland

UK

China

Philippines

Africa Oceania

India

Germany

CompleteIn progress

238 functional requirements

5 key global processes

147,000 employees touched by the new solution

4 technology vendors assessed

15 Contact Center subject-matter resources (global)

600 HR Shared Services staff using the new solution

15 weeks of iterative global build

3 implementation partners assessed

How

14 core project team members

When

Updated as of October 2016

Where

January 2015

July2015

January2016

Strategy and business case

Technology vendor selection

Process design kickoff

Implementation partner selection

Technology design kickoff

Complete technology build

User acceptance testing

First go-live

Completion of 8 go-lives

First chat go-liveOctober2016

Page 15: Getting Your HR House in Order

Page 15

Global HR Contact Center implementationWe have collaborated with EY Advisory to design an agile and rapid ServiceNow HR implementation

Iteration1

Process

Tech

nolo

gy Iteration2

Process

Tech

nolo

gy Iteration3

Process

People & Org

Tech

nolo

gy

People & OrgPeople & Org

Trad

ition

al m

etho

dolo

gy

Requirements Design, build, test Deploy

New highly customized

system

Process

People & Org

Technology

Customized solution

Adv

isor

y m

etho

dolo

gyRequirements driven, linear, customized, time-consuming

User centric, iterative, agile, rapid

Enabled by weekly functional and technical reviews of mock-ups and supported by virtual “war rooms”

Page 16: Getting Your HR House in Order

Page 16

Key benefitsWe achieved greater operational effectiveness and efficiency; we are now ready to focus on enhancing the customer experience

Process inconsistency No consistent tier model, different forms and effectiveness of knowledge

repository

Technology inconsistency Multiple systems with limited tracking and reporting; inadequate data privacy

protection

Scope inconsistency Different range and depth of services delivered and processes covered

Organization inconsistency Different organizational models with disconnected teams reporting into two

functional leadership groups

Service measurement inconsistency Work categorized and measured differently, not comparable across centers

and heavy manual reporting

Process consistency Globally consistent, tier-based process with clear roles and responsibilities

with one single HR knowledge base

Technology consistency One global technology platform with role/geography-based accesses

Scope consistencyDefined global scope of work to support ongoing and future migrations of

services to Shared Services

Organization consistency Clear multi-tier model, locally adjustable, with better connected teams

reporting into a single leadership group

Service measurement consistency Real-time, automated, comparable reporting with greater insights into

employee interactions with HR

TodayYesterday

Page 17: Getting Your HR House in Order

Page 17

Key takeawaysWe have learned and applied some key lessons

05

Phase it outPhase it out functionally and

geographically. Get the house in order before focusing on the customer

experience.

1

Go globalInvest in reaching bottom-up global

consensus with the right representatives in the room. Don’t forget about non-HR

stakeholders for the cross organization request solution.

2

Build once, deploy rapidly

Build a global solution once, deviate only for local legal requirements. Use a

standard toolkit to deploy locally via rapid configuration.

3

Build agile, don’t customize

Build the system via iterative sessions. Keep it simple, user centric, easy to maintain and close to out of the box.

4

Keep process and technology together

Design global processes and technology together, with both expert groups in the

same room.

5

Design Outlook integration earlier

Engage Information Technology Security earlier to review security standards and

obtain approval for emails from your shared mailboxes into ServiceNow.

6

Plan security model earlier

Engage Information Technology Security and Data Privacy earlier to obtain approval of the proposed security matrix. Design it

based on roles and geography.

7

Manage vendor upgrades

Assess the impact of vendor upgrades on your deployment road map to limit

disruptions to your planned go-lives.

8

Page 18: Getting Your HR House in Order

© 2016 ServiceNow All Rights Reserved 18Confidential 18© 2016 ServiceNow All Rights ReservedConfidential 18© 2016 ServiceNow All Rights ReservedConfidential

Want to learn more? Find out how you can transform the way employees interact with HR here.