Exploring Employee Relations
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Summary of Exploring Employee Relations
Employee Relations in ServiceNow Zurich release provides a comprehensive solution for managing the entire lifecycle of employee relation (ER) cases, from raising complaints to case closure. It supports both employees and organizations by enabling secure, transparent, and efficient handling of sensitive workplace issues.
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Key Features
- Employee Self-Service: Employees or users can submit complaints through the Employee Center or anonymously via the Anonymous Report Center (ARC), even if they are not in the ServiceNow system. They also have visibility into investigation progress.
- Organizational Risk Mitigation: The platform enforces strict security controls ensuring only authorized ER agents and groups can access case details. It includes case visibility restrictions, especially when ER agents are involved parties.
- Flexible Data Model: Detailed capture of involved parties, allegations, subtypes, corrective actions, and outcomes enhances case tracking and analysis.
- End-to-End Investigation Support: Tools for evidence management, interview scheduling with templates, and integration with Outlook streamline the investigative process.
- Analytics and Reporting: Historical trend analysis and data comparisons help assess organizational ER performance and identify patterns.
Process Workflow
- Complaint Submission: Users raise complaints via Employee Relations catalog or ARC, creating ER cases assigned to agents.
- Allegation Assessment: ER agents review allegation types and subtypes to understand the complaint's nature.
- Involved Parties Review: Agents examine the list of involved parties including complainants, subjects, and witnesses.
- Interview Management: Agents schedule and conduct interviews using templates and synchronize with Outlook for efficient tracking.
- Evidence Collection: Digital evidence related to the case is gathered and managed.
- Corrective Actions: Agents document actions such as warnings, suspension, or termination taken in response to findings.
Learn how to use Employee Relations starting from raising a complaint till the closure of ER case.
Following are some of the key features of Employee Relations:
- For employees or users
- Instill trust and confidence in employees through self service reporting tools such Employee Center or Anonymous Report Center (ARC).
- Ability for a user who is not in the ServiceNow® system to raise a request and receive a full view of the investigation.
- Ability to raise a sensitive complaint anonymously with Anonymous Report Center (ARC).
- For an organization
- Mitigate risk for your organization when handling employee relation cases.
- Enhanced security verifying that the right people with the right roles and assignment groups have visibility into the ER case.
- Case restricting capabilities such as restricting the view of case to specific ER agents or ER groups or restricting the case view if the ER agent is listed in the involved parties of the case.
- Flexible data model to capture details on involved parties, allegations, allegation subtypes, corrective actions and outcomes.
- End to end investigation flow with capabilities such as evidence management and interview management.
- Assess organizational performance with the Analytics and Reporting Solution that provides you with historical trends and data comparisons for Employee Relations.
End-to-end flow
| Step topic | Description | Persona |
|---|---|---|
| Raise a complaint | Raise a complaint using one of the following methods:
|
Employee or a user outside the ServiceNow® system. |
| Understand the nature of allegation | Get a better understanding about the type allegation that is raised by the complainant. Get details such as allegation type (for example, Fraud and Theft) and allegation subtype (for example, Forgery) from the Allegation related tab on the ER case. | ER agent |
| Review the Involved party list | Get information on the subject of allegation, complainant, or witness from the Involved Parties tab on the ER case. | ER agent |
| Conduct interviews with the involved parties | Schedule one-on-one interviews with the involved parties from the Interviews related tab on the ER case. An ER agent can use the interview templates to ask the required questions to the involved parties, and synchronize scheduling with Outlook, and better plan and track interviews. | ER agent |
| Collect evidence | Add evidences supporting the case resolution. Evidence is any digital artifacts gathered as part of an investigation, like files that are either uploaded to Evidence Management or reside in another system. | ER agent |
| Taking corrective measures | Indicate the corrective action that has been taken against the subject of allegation, verbal warning or written warning, suspension, or termination. | ER agent |