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Transforming HR Operations at CHRISTUS HealthJeffrey Gore, Director of Product Management, ServiceNow
Debbie Arnold, Vice President, Human Resource Operations, CHRISTUS Health
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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 organizational development and employee culture
Drive high levels of employee satisfaction
with HR and the enterprise
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Employees Desire a Consumer Grade Approach to Service
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HR Service Delivery Doesn’t Match Expectations
Employee Human Resources
Emails Phone Calls Spreadsheets
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High Costs
Employee Human Resources
Emails Phone Calls Spreadsheets
80% Repetitive
Tasks
$15.00 per Call
$110 per Form
Processing Error
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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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The HR Transformation Journey
StructuredService
SelfReliance
ManagedInteractions
Case and Knowledge Management
Employee Portals
Onboarding and Lifecycle Events
High TouchDependency
Spreadsheets, Email, Phone Calls
CHRISTUS Health
• Headquartered in Irving, Texas• One of the 10 largest Catholic Health Care
Systems in the U.S.• Locations in Mexico and Chile• Approximately 42,000 Associates
• Phase One Focus – TX, LA, AR• 9 Entities/ Regions• 18,000 Associates
HR Assessment
Opportunity to leverage resources and practices• Duplication of resources• Inconsistent processes or application of policies• Multiple policies on SharePoint/Intranet sites• Region HR resources lack capacity to focus on proactive
talent services• 57% administrative• 20% strategy, program design and consultation
Lack of Technology Support• No Common HRMS• Reporting and Analytics• Manual Processes
Best Practice HR Design
Centers ofExpertise
HR Shared Services
HR StrategicPartner
Establishing HR Shared Services
General Support• Inquiry support
• Workforce Administration
• Learning & Development
• Performance Mgt.
• Payroll
• Policy/program/process
• Rewards Management
• Service Awards
• Basic technology support (Performance Management, Learning, Recognition, etc.)
• Standard and ad hoc reporting for all in scope processes
• HRIS reporting
Workforce Administration• Employment Life Cycle
Event Processing (new hire, transfer, job change, termination, status change, salary change, shift change, off-boarding); includes tools required to complete transactions (MSS/ESS)
• Exit interview survey admin (partial)
• Severance administration
• Associate Personal Data Changes/ESS Support
• Portal Technology Support
• Portal content management
Performance Management• Performance
Management communication
• Assigning of Performance Reviews
Benefits Administration• Service award
administration
• Tuition reimbursement processing
Payroll • Payroll
processing
• Interface management
Compliance• Affirmative Action
Reporting
• EEO-1, Vets-4212 Reporting
• License/Certification Verification
• Immigration Processing
Learning and Development • Course catalogue
maintenance
• Annual assignments
• Input of training sheets
• Administer course evaluation surveys
Jan – July 2014 Aug – Oct 2014 Nov – Dec 2014 Jan – May 2015
• Process Design
• Policy Standardization
• Staffing Strategy
• Technology Vendors
• Technology Design
• Testing
• Training COE Staff
• Go-Live Preparedness
• Technology Design
• Recruitment
• Training and Development
• Pilot
• Phased Go-Lives
Going Live with ServiceNow
Continuing to Innovate
• Portal Design
• HR News Section
• Non-HR Policies
• Conflict of Interest Statements
• HR Text Messaging
Bumps Along the Way
• Technical Resources
• Security
• Knowledge Base
• Upgrade
• Routing Groups
• Communication
Our Destination
HR Services on-the-go for 18,000 Associates
Our Destination
The Staffing Model
Vice PresidentHR Operations
DirectorHR Shared Services &
Quality Assurance
Team Lead/Quality Analyst
HR Service Representative
HR Service Representative
HR Service Representative
HR Service Representative
HR Service Representative
HR Service Representative
HR Service Representative
HRSS TechnologyAnalyst
HRISAnalyst
KnowledgeAnalyst
ComplianceAnalyst
Learning/PerfSpecialist
ProjectSpecialist
The Results
Registered
Cases Submitted
Calls
Chats
0 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40,000 45,000
14,083
40,085
23,381
9,946
Activity
30% productivity gain
0.23% 0.80% 1.30% 1.88%
2.27%
4.67%
5.60%
8.64%
26.75%
47.87%
Recognition
Compensation
Reporting
Performamce Management
Talent Acquisition
Benefits
Compliance
Learning
Payroll
General HR
General HR
Payroll
Learning
Compliance
Benefits
Talent AcquisitionPerformance Management
ReportingRecognition
Compensation
Better Visibility into the Types of Cases Submitted
The Results
Lessons Learned
• The power of simplicity
• Include all internal HR departments in development and testing
• Push for standardized HR processes
• Popularity of chat
• Portal envy
Key Takeaways
Have a vision1Test, test and test again
Let it go!
23
"We delight in the beauty of the butterfly, but rarely admit the changes it has gone through to achieve that beauty.”
Maya Angelou
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Learn more at www.servicenow.com/hr