Transforming HR Operations at CHRISTUS Health

© 2016 ServiceNow All Rights ReservedConfidential © 2016 ServiceNow All Rights ReservedConfidential

Transforming HR Operations at CHRISTUS HealthJeffrey Gore, Director of Product Management, ServiceNow

Debbie Arnold, Vice President, Human Resource Operations, CHRISTUS Health

© 2016 ServiceNow All Rights Reserved

HR Wants to Drive Employee Satisfaction and Strategic Value

Scale the delivery of HR services depending

on the needs of the organization

Focus more on strategic activities

such as organizational development and employee culture

Drive high levels of employee satisfaction

with HR and the enterprise


Employees Desire a Consumer Grade Approach to Service


HR Service Delivery Doesn’t Match Expectations

Employee Human Resources

Emails Phone Calls Spreadsheets


High Costs


Emails Phone Calls Spreadsheets

80% Repetitive

Tasks

$15.00 per Call

$110 per Form

Processing Error


ServiceNow HR Service Management

Reduce Costs Boost Productivity Improve Quality of Service

Scale HR Services

Transform the Employee Experience



The HR Transformation Journey

StructuredService

SelfReliance

ManagedInteractions

Case and Knowledge Management

Employee Portals

Onboarding and Lifecycle Events

High TouchDependency

Spreadsheets, Email, Phone Calls

CHRISTUS Health

• Headquartered in Irving, Texas• One of the 10 largest Catholic Health Care

Systems in the U.S.• Locations in Mexico and Chile• Approximately 42,000 Associates

• Phase One Focus – TX, LA, AR• 9 Entities/ Regions• 18,000 Associates

HR Assessment

Opportunity to leverage resources and practices• Duplication of resources• Inconsistent processes or application of policies• Multiple policies on SharePoint/Intranet sites• Region HR resources lack capacity to focus on proactive

talent services• 57% administrative• 20% strategy, program design and consultation

Lack of Technology Support• No Common HRMS• Reporting and Analytics• Manual Processes

Best Practice HR Design

Centers ofExpertise

HR Shared Services

HR StrategicPartner

Establishing HR Shared Services

General Support• Inquiry support

• Workforce Administration

• Learning & Development

• Performance Mgt.

• Payroll

• Policy/program/process

• Rewards Management

• Service Awards

• Basic technology support (Performance Management, Learning, Recognition, etc.)

• Standard and ad hoc reporting for all in scope processes

• HRIS reporting

Workforce Administration• Employment Life Cycle

Event Processing (new hire, transfer, job change, termination, status change, salary change, shift change, off-boarding); includes tools required to complete transactions (MSS/ESS)

• Exit interview survey admin (partial)

• Severance administration

• Associate Personal Data Changes/ESS Support

• Portal Technology Support

• Portal content management

Performance Management• Performance

Management communication

• Assigning of Performance Reviews

Benefits Administration• Service award

administration

• Tuition reimbursement processing

Payroll • Payroll

processing

• Interface management

Compliance• Affirmative Action

Reporting

• EEO-1, Vets-4212 Reporting

• License/Certification Verification

• Immigration Processing

Learning and Development • Course catalogue

maintenance

• Annual assignments

• Input of training sheets

• Administer course evaluation surveys

Jan – July 2014 Aug – Oct 2014 Nov – Dec 2014 Jan – May 2015

• Process Design

• Policy Standardization

• Staffing Strategy

• Technology Vendors

• Technology Design

• Testing

• Training COE Staff

• Go-Live Preparedness

• Technology Design

• Recruitment

• Training and Development

• Pilot

• Phased Go-Lives

Going Live with ServiceNow

Continuing to Innovate

• Portal Design

• HR News Section

• Non-HR Policies

• Conflict of Interest Statements

• HR Text Messaging

Bumps Along the Way

• Technical Resources

• Security

• Knowledge Base

• Upgrade

• Routing Groups

• Communication

Our Destination

HR Services on-the-go for 18,000 Associates

Our Destination

The Staffing Model

Vice PresidentHR Operations

DirectorHR Shared Services &

Quality Assurance

Team Lead/Quality Analyst

HR Service Representative







HRSS TechnologyAnalyst

HRISAnalyst

KnowledgeAnalyst

ComplianceAnalyst

Learning/PerfSpecialist

ProjectSpecialist

The Results

Registered

Cases Submitted

Calls

Chats

0 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40,000 45,000

14,083

40,085

23,381

9,946

Activity

30% productivity gain

0.23% 0.80% 1.30% 1.88%

2.27%

4.67%

5.60%

8.64%

26.75%

47.87%

Recognition

Compensation

Reporting

Performamce Management

Talent Acquisition

Benefits

Compliance

Learning

Payroll

General HR

General HR

Payroll

Learning

Compliance

Benefits

Talent AcquisitionPerformance Management

ReportingRecognition

Compensation

Better Visibility into the Types of Cases Submitted

The Results

Lessons Learned

• The power of simplicity

• Include all internal HR departments in development and testing

• Push for standardized HR processes

• Popularity of chat

• Portal envy

Key Takeaways

Have a vision1Test, test and test again

Let it go!

23

"We delight in the beauty of the butterfly, but rarely admit the changes it has gone through to achieve that beauty.”

Maya Angelou

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Learn more at www.servicenow.com/hr

http://www.servicenow.com/hr