Intuitive, effortless, and secure HR experience
Now, DXC employees have a single, intuitive portal for all of their HR services. It is an integrated and iterative platform that adapts to each employee’s region, status, and practice. With ServiceNow Employee Service Center, employees can search an extensive knowledge base of online HR policies and procedures, open and submit cases, choose from a comprehensive library of HR services, and chat with live HR agents when in need of high-touch support.
Manish adds, “With ServiceNow, we’ve made HR service delivery integrated, intuitive, and iterative.” And, because the employee service center is accessible externally, as well, prospective employees, former employees, and vendors can also securely access HR services in an environment that protects personal data and is GDPR compliant.
Once an employee submits the case or service request, ServiceNow routes it to the correct HR support expert or team. With this automated routing approach, DXC has found that it no longer needs a tier-one support group, which reduces costs and shortens service delivery times. Throughout the process, employees can track the status of their case or request, receive progress notifications, and accept or reject the provided HR resolution.
DXC now has the HR visibility it needs
As DXC matures its ServiceNow solution, the company is continuously improving the HR services it delivers to employees. The results are clear: since DXC launched ServiceNow HR Service Delivery, employee satisfaction scores have risen significantly and continue to trend upward.
According to Manish, “While we are far from being perfect, with ServiceNow, we get improved visibility across our entire HR service life cycle. That allows us to proactively identify service issues and resolve them. For example, we had one situation where ServiceNow showed us that we were getting 1,500 tickets a day on a single topic. By drilling into information in ServiceNow, we were able to find the root cause and fix it. Now, the number of tickets on that topic is negligible.”
He continues, “We are also able to identify individual employees who are experiencing problems. For example, if they have raised five tickets in the last two weeks, we are pretty sure they are in distress. That allows us to reach out and help them. That’s a perfect example of how automation allows HR to focus on what’s important—delivering high-touch services where they make the most difference.”
The bottom line
DXC’s HR ServiceNow journey has been transformative. In a timely manner, DXC went from longstanding legacy systems to a single, consistent HR Service Delivery solution providing intuitive HR services to 100,000+ employees. This rapid rollout is testament to the flexible capabilities of the Now Platform and the experience and scale of DXC’s global ServiceNow practice—strengths that customers of ServiceNow and DXC can leverage to drive their own successful HR service transformation.