digital hr transformation at auckland council...hr issues, activities & requests tier 3...

1© 2017 ServiceNow All Rights Reserved© 2017 ServiceNow All Rights Reserved

Drew WilliamsHead of People OperationsAuckland Council

Digital HR Transformation at Auckland Council

Chris CasaneliaManager, Workforce SystemsAuckland Council

2© 2017 ServiceNow All Rights Reserved

Agenda

• The Burning Platform

• Target Operating Model

• Roadmap

• Introducing Awhina

• Results

• Lessons Learned


Speaker Introduction

NAME: Drew Williams

TITLE: Head of People Operations

FUNCTION: People & Performance

COMPANY: Auckland Council is the largest council in Australasia and operates with an employee base of 10,000 and an annual budget of circa NZD 3B

EXPERIENCE: 15+ years in HR across Banking, High-Tech, Aviation and Consulting

EXPERTISE: Leadership, HR Strategy, Compensation & Benefits, Technology, Analytics, Payroll, Mobility, Performance

CURRENT PROJECTS: Enterprise wide SAP SuccessFactors implementation


Speaker Introduction

NAME: Chris Casanelia

TITLE: Manager, Workforce Systems

FUNCTION: People & Performance

COMPANY: Auckland Council is the largest council in Australasia and operates with an employee base of 10,000 and an annual budget of circa NZD 3B

EXPERIENCE: 15+ years in HR across Banking, Finance, Local Body Government and Consulting

EXPERTISE: HR Technology implementations: Self service, Learning, Performance, Compensation, Analytics, Payroll

CURRENT PROJECTS: Enterprise wide SAP SuccessFactors implementation


Objectives and What You Will Learn

– Why we needed to change; can you relate?

– What we wanted to achieve; are you looking to deliver along the same lines?

– Where we are now; is it any good?

– Lessons learned; what would we do differently?


Context – Setting the stage

0 – 2 2 – 4 4 – 6 6 – 8 8 – 10

Developing

The capability

is coming into

existence

Basic

The capability

is focusing on

fundamentals

Progressing

The capability

is in a state of

advancement,

making

progress

Advanced

The capability

is far along

and has made

substantial

progress

Market

Leading

The capability

is top of its

field exploring

new subjects,

and methods

2015

Current

state

Future

state


Context – Setting the stage


Challenges and Goals

• People (Culture)• Lack of ownership• No accountability• Anonymous• BAU vs. Additional Services

• Technology Limitations• Reporting - poor• SLAs (Query vs. Process)• No knowledge management• Tethered to internal network

• Process• Absence of holistic process view• Lack of clarity


Operating Model

Self-service ‘First touch’ Specialists / Subject

Experts

Tier 1

Tier 0

Tier 2

HR Issues, Activities & Requests

Tier 3

Escalations & Workflow

Policy & Strategy / Centre of

Excellence

Decreasing % of issues / activities / requests resolved at each tier

Tier 0 Tier 1

All aspects of service

delivery that are

delivered solely through

systems support

All operational queries

and activities that take

a total of 15 minutes or

less to resolve


Roadmap For Digitalisation

Intranet RedesignDelivered June 16

Āwhina Delivered December 16

SF Employee CentralDue March 18

Process RedesignDue July 17

TelephonyDelivered August 16


Solution at a Glance

One stop shop for all HR information and HR contact


Awhina


Value Outcomes – Quantitative

Before After (October)

Customer Satisfaction with Solution 36% 94%

SLA Achievement 70% 94%

Total Cases Raised by Customer 1,763 per month 2,524 per month

Total Self Service Transactions 70% 76%

First Time Resolution 22% 55%

Unique P&C Intranet Hits 4,191 2,623


Value Outcomes – Qualitative

• People & Culture• Individual accountability• Relationships with customers• Personal• There is only BAU• Self service

• Technology• Deep insight and analytics• SLAs (Query vs. Process)• Elegant• Integrated solutions• Intuitive functionality with advanced search capability

• Process• End to end view of processes and SLAs• Transparent for P&C and customer


Operational Learnings

1. Manage expectations

2. Plan your launch date

3. Ensure the best people are involved

4. Lock down your support model

5. Go-live with lots of knowledge articles and grow them


1 2 3

Top Takeaways

Change is culturefirst and technology

second.

Knowledge articles are critical.

Get the right people involved in the

project.

17© 2017 ServiceNow All Rights Reserved 17© 2017 ServiceNow All Rights Reserved

Thank You

Drew WilliamsHead of People OperationsAuckland Council

Chris CasaneliaManager, Workforce SystemsAuckland Council

digital hr transformation at auckland council...hr issues, activities & requests tier 3...

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