Providing a safe working environment and making sure employee concerns are heard is key to maintaining employee engagement at high levels.
Enabling employees to reach out and raise concerns, without being identified can provide an effective channel for organisations to ensure employees are being heard, on high risk-high impact issues
The Anonymous Report Center allows internal employees or external users to report issues while remaining unidentified. With the San Diego release , customers can utilise the ARC for providing a channel for employee issues to be raised and responded on effectively, thus ensuring risk is minimised and employee engagement is maintained
On a high level, the process to anonymously report an issue via the ARC works as shown in the following illustration
Key features of Anonymous Report Center:
1. An employee can submit their concern anonymously through a self-help channel, such as Employee Center.
2. Agents can request more information and the employee can get or give updates while remaining anonymous.
3. Confidentiality is maintained even from ServiceNow admins.
4. Any user can submit a concern (alumni, family members, customers, passersby).
5. Fulfilment-agnostic ‘Speak Up’ channel for confidential triaging and escalation to multiple teams/apps.
6. Configurable fulfilment process (workflow can be tailored on case-by-case basis).
Working with Anonymous Report Center:
See the Product Documentation for more information about this application.
When the plugin com.sn_anonymous_report_center is installed:
• Report Misconduct service and record producer are provided OOB
• Additional services and record producers can be configured to show on the Anonymous Report Center. For example, in addition ‘Report Misconduct’, ‘Report Fraud’, or ‘Report Ethics Violation’, could be added for users to submit concerns in other areas. Catalog items configured with ‘anonymous’ category will show on Anonymous Report Center.
Employee Experience:
Once the Anonymous Report Center is setup (catalog item and relevant resources such as Knowledge articles linking out to the ARC), the employees can access these to securely report issues
A pre-configured catalog item to “Report Misconduct” is provided, this can further be customised. After the user enters the details and clicks submit, a case is created and routed to the right team
The user is shown report key and case number which needs to be retained in order to track the case updates. A PDF copy of the report is also available for the user to download
• Anonymous user is given ‘Report key’ that allows them to revisit, view case updates, and communicate with agent via comments.
• Anonymous user can download PDF copy of report to save for their records.
• PDF report also includes Report key and Report number.
• The user can access the report later to share and receive updates on the case.
The user can enter the report key and case number to get/ give updates anonmyously on the case through the case comments
Agent Experience
• Agent sees the case with “External opened for” as shown above.
• The fulfilment instructions also show the OOB Knowledge article (can be modified as needed) detailing the handling of Anonymous cases.
Conclusion:
With the end-to-end secure handling of an employee complaint, Anonymous Report Center (ARC) empowers companies with a powerful tool to augment their Employee Relations services.
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