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CareWorks Companies Streamline Audit Process for Healthcare Compliance Using ServiceNow

CIO’s Award‑Winning Project for Compliance Cut Auditing Fees by a Third

SANTA CLARA, Calif. – Feb. 10, 2014 – ServiceNow (NYSE: NOW), the enterprise cloud company, today announced that the Ohio‑based CareWorks Family of Companies (CareWorks) is using the ServiceNow cloud‑based platform to streamline its audit process across its five businesses, as well as creating company‑wide programs for human resources, mobile and customer services.

These strategic initiatives earned the CIO/CTO of the company recognition as one of Computerworld’s Premier 100 IT Leaders for 2015.

CareWorks provides their more than 100,000 customers with a variety of services, including workers’ compensation medical management, risk management, absence management, third‑party administration, compliance consulting and vocational rehabilitation. Over the past decade, CareWorks has built healthcare‑related businesses as well as its CareWorks Tech company, which delivers technology consulting and managed services.

Previously, each business operated with its own security and audit requirements, as well as its own technology infrastructure and processes. Using ServiceNow, CareWorks created a single system of record for IT across their five businesses to better track the governance, compliance and audit processes critical to working with private health data (PHI).

By automating audits using ServiceNow, CareWorks was able to cut auditing fees to a third of their original cost. The project reduced compliance complexity by ensuring all policies and documentation were centrally located. The companies can now better mitigate risk and reduce the time it takes to support compliance processes, saving a total of more than $125,000 per year.

“In the past decade, an increasing number of healthcare regulations have made it necessary to get a single view of our internal auditing processes,” said Bart Murphy, CIO/CTO at the CareWorks companies. “With ServiceNow, we have a way to streamline our critical business processes. We can cut costs with an innovative platform to deliver company‑wide services.”

In addition to the new auditing system, the CareWorks shared services team initiated projects based on ServiceNow to provide greater visibility, productivity and operational efficiency in these key areas:

  • Human Resources—The team streamlined employee on‑boarding and off‑boarding, which helped efficiently transfer employees between companies or departments. As a result, there was a 15 percent increase in employee productivity for onboarding and off‑boarding management, and a 30 percent increase in productivity for department transfer management.
  • Customer Service—The team also created a customer portal for call center applications, based on ServiceNow, which helps eliminate repetitive call and documentation tracking within the call center. The team built a responsive mobile web application to transform the customer experience and be a support model used by the businesses.
  • Mobile—Looking to better manage its BYOD function, the team created a system to manage the inventory of phones distributed to staff and tapped a Mobile Device Management (MDM) solution to remotely manage the devices. To streamline the support model, the IT team integrated the MDM solution into ServiceNow to allow for all provisioning to be initiated by the service desk and automated for the end user.

“CareWorks is a fantastic example of how instrumental CIOs are in advancing company‑wide innovation,” said Chris Pope, strategy leader, ServiceNow. “By working with the business, IT can usher in new enterprise services to improve the bottom line.”

In addition to ServiceNow IT Service Automation Suite, CareWorks is using ServiceNow Governance, Risk and Compliance.

About CareWorks

The CareWorks Family of Companies provides a complete suite of innovative claims and medical management services for workers’ compensation, disability and integrated absence management along with technology solutions that enable employers to control costs while enhancing employee productivity. The five distinct brands of the CareWorks companies are each committed to working closely with each client to design custom cost containment solutions that fit their unique requirements and culture.

About ServiceNow

ServiceNow is changing the way people work. With a service‑orientation toward the activities, tasks and processes that make up day‑to‑day work life, we help the modern enterprise operate faster and be more scalable than ever before. Customers use our service model to define, structure and automate the flow of work, removing dependencies on email and spreadsheets to transform the delivery and management of services for the enterprise. ServiceNow provides service management for every department in the enterprise including IT, human resources, facilities, field service and more. We deliver a ‘lights‑out, light‑speed’ experience through our enterprise cloud – built to manage everything as a service. To find out how, visit


ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow. All other brand and product names are trademarks or registered trademarks of their respective holders.

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