Bond Strategy to enable the HR Service Delivery.

[Gaurav Bajaj]

ServiceNow has recently announced the AI powered - Employee Growth and Development application(EGD) at Knowledge 2023 with a primary focus on managing the workforce and elevating employee experience.

This suggests only one thing – Employee experience Matters! to every organization ranging from budding organizations to industry pioneers and large-scale enterprises.

And, if your organization/customer has decided to embark journey on HR Service Delivery and listened to how an extensive list of features can help you achieve the business outcomes and build an excellent HR Services Solution. Congratulations to you if you have reached this point and let’s understand what’s the best strategy to enable the HRSD for your organization.

I've compiled a list of a few different areas which are crucial for the success of HR transformations based on my experience of working with multiple customers from different industries. In this blog post, we will cover the first key area which is

People are at the center of everything!

While standing up Employee Center Pro which is the OOTB service portal for availing HR Services, focusing on people's experience and building a mindset around it is a must thing. Below are some of the considerations while standing up employee center.

• Integrated Action Center: ServiceNow being the platform of platforms has pre-built integration with the majority of industry-wide HCM, LMS, background check,s and other HR tools. So, you can plan to bring in maximum information, open action items, and tasks in one centralized place for an employee, thus building an integrated action center.  For example - Integrate with workday/success factor or cornerstone to sync in pending learning activities, and tasks from other systems so that employees can view all action items in one place via the integration hub spokes.

• Personalized experience: ServiceNow offers a wide range of tools to configure a personalized experience for a user (based on employment type, employment status or employee demographics etc.). You can apply it to knowledge articles or different content types (Home page Banner, events, quick links, menu items, etc.) A few changes to consider are the home page banner to reflect work anniversaries, birthdays, and other milestones during their employment within the organization. This can be achieved via the capabilities of Content Experience application. Others could be contextual based on certain life events such as the transition to a new role, relocation to a different country, or returning from LOA which can be easily implemented using the Lifecycle event application and lesser known Employee experience packs which allow to not just build a lifecycle event and develop an overall experience for the employees with pre-configured workflows, content, and HR services in it.

• Bring what matters the most: ServiceNow employee center pro allows you to extend the portal to various other departments e.g., Workplace, Legal, finance, and IT. You can also plan to bring the information that matters the most for an employee e.g., Assets details, current software entitlements, password expiration dates, vacation balance, feedback, etc. There can be multiple use cases within your organization so you can plan to evaluate what would bring value to your employees.

• Elevating Manager Experience: Line managers or supervisors play a crucial role in enabling employees, sharing core values, and building the right organizational culture across their teams. There is a dire need to equip them with the right information at the right time related to their employees so they can make informed decisions and course correct their plans if needed. For Instance, a manager should have visibility and ease of navigation to his or her resource’s learning plans, upcoming vacation plans, pending training, or priorities. ServiceNow Manager hub application empowers managers to engage and have better team insights. It's imperative that during the transformation journey, the manager's experience is given equal importance to the employee’s experience.

         These are some of the high-level key considerations but not holistic in any way possible as there are far more consideration areas that I'll try to cover in the next blogs. Next in the series is going to be Building the right foundation!