On-time, on budget
With incident, change, knowledge, and configuration management added, all phase one elements were delivered on time and on budget, despite the complexities of the COVID-19 pandemic. This enabled Spectrum Health to move confidently into its second phase, the implementation of ServiceNow HR Service Delivery featuring a bespoke HR service center that works for physicians, field staff, and other employees, with HR case and knowledge management, using the same enterprise-wide portal, or ‘front door’ built for information services. The deployment included unified mobile access, and multiple self-service opportunities such as Virtual Agent, all integrated with Workday. This ensured that all colleagues could get support, wherever they choose to work, day or night. This is essential in the intense, 24/7 healthcare environment where life-changing decisions are being made every minute of the day.
Next on the agenda are application portfolio management and service mapping. Burton Smith predicts that Spectrum Health will achieve its return on investment in ServiceNow ahead of its projected 6.5-year timespan.
Self-service rapidly increasing
The appetite for what ServiceNow can offer has been growing at speed and, by the summer of 2021, 31,000 Spectrum Health doctors, nurses, and support staff, or 97% of the total, were accessing IT and HR services on one, easy-to-use, fully integrated platform featuring 10,000 knowledge articles and a 70,000-item service catalog. More than half a million items had been requested from the catalog and articles had been viewed on 1.5 million occasions.
The quality and consistency of HR information and support has been transformed, with one complete ecosystem replacing multiple legacy systems, email boxes, phone numbers, and webpages, with self-service rates already at 15% and rapidly increasing. Data and analytics are producing business-critical insights and informing continual service improvements across the IT and HR landscape. “The transparency the ServiceNow platform provides is absolutely huge,” says Burton Smith. “Now everyone can see the status of requests, who is fulfilling it, and how it can be escalated. When a nurse needs some IT support, waiting on the telephone for a service desk response just won’t work. That help is now almost instantaneous. For example, a community clinic can now see precisely when equipment will be delivered, and they can rely on that information.”
“Tasks that used to take an employee several days, such as onboarding large numbers of nursing interns in the fall, can now be done in an hour or two. All of these examples go together to help our people spend more time with patients, which is what matters most. ServiceNow also removes the sense of isolation that they may have felt previously. The platform takes care of these basics; we can now focus on things that really add value and impact for the organization, like taking care of patients.” Teresa Nelson, Senior Director of HR Technology, stresses the importance of providing 24/7 solutions for colleagues, when support teams’ core hours are 8am to 5pm, Monday to Friday. “Healthcare is a round-the-clock operation, so self-service via the knowledgebase or Virtual Agent is vital.
“Now we have insight into the volume of calls by assignment groups, topics, and average time to resolution, helping us improve operations and monitor customer service. “The feedback we now receive from team members who utilize the knowledgebase is key to improving our service and the team member experience. We have insights into which articles are most utilized, which are not at all, and which need to be refined. Colleagues can rate articles and leave comments on why an article was helpful or not.”
Joel Gontjes stresses the importance of partnership in the delivery of a multi-faceted, transformational project. “Selecting the right partner was key to our success, and KPMG did a great job in coordinating so many complex elements and maximizing their value and impact.” In 2020 KPMG received the ServiceNow Americas Transformation Partner of the Year for its work across IT and HR. Adds Burton Smith: “I think we share some very important values and ways of working, such as the thoroughness and rigor of our approach and appreciation of where these technologies fit in the organization as a whole.
With ServiceNow, we can distribute ownership of the platform to empower people to do their jobs while effectively collaborating with the whole, making us infinitely more efficient in our ability to manage processes and products.
“In a nutshell, people wanted us to make things easier for them and to be able to take care of simple tasks when and how it suited them. That’s what ServiceNow has delivered.”
With a proven methodology for large-scale, transformational IT and HR projects, Spectrum Health has positioned itself for long-term success and growth. Concludes Tania Bethea: “Digital transformation is driven by technology but realized by people. Our change management focused on personal experience and new ways of working, while our vision, guiding principles, and governance helped us realize the value of ServiceNow and Workday. With these strategic platforms as our foundation, we are poised to deliver continued value to our organization, allowing us to care for our patients, colleagues, and communities.”