Digital Transformation of HR Services for a Leading Public Healthcare Provider in Florida

THE OPPORTUNITY

Since 1938, the healthcare provider has dedicated itself to providing exceptional healthcare services while prioritizing the well-being of its patients. As one of the largest public healthcare systems in the United States, The healthcare provider operates over 30 locations across Broward County. With a large team of over 1,800 skilled physicians and 8,000 dedicated employees, the client aimed to enhance employee experience by streamlining HR processes and improving service delivery. 

 Key challenges

• Manual and paper-heavy process for any HR-related tasks  
• Lack of a tracking mechanism across HR cases  
• Manual and cumbersome process for managing bonuses. 

The client sought ServiceNow’s powerful HRSD platform to address these challenges. INRY being a ServiceNow Healthcare Partner of the Year (2022), was the perfect fit for the client where INRY’s HRSD SMART Success offering delivered ServiceNow HRSD with minimal configuration, allowing the client to quickly realize the value of the solution. 

THE APPROACH

The ServiceNow implementation was supported by skilled techno-functional resources backed by a robust governance and organizational change management framework. Through INRY’s PASS methodology, we helped the client achieve the following within 12 weeks of project commencement.  

HR Case Management: With the digitized platform in place, the organization employees could easily request services and experience quick self-service resolutions, saving valuable time and resources. 

HR Knowledge Management: INRY implemented an intuitive knowledge base with useful information, articles, and FAQs, empowering the workforce to better understand the workspace and work culture, leading to improved employee engagement. 

HR Service Portal (Employee Center Pro): The employees now had access to a comprehensive one-stop solution for their HR needs, promoting ease of use and a positive employee experience. 

Integration (HCM & SSO): The integration of HCM and Single Sign-On (SSO) ensured a seamless flow of important documents and authorized access to accounts and documents, enhancing data security and compliance. 

Automated Bonus Management Workflows enabling 8500 employees to request, track and receive their bonuses seamlessly.  

THE RESULT

By digitizing HR services and implementing advanced workflows through ServiceNow, the client gained the flexibility and adaptability needed to respond swiftly to changing business needs. 

One-stop shop for all HR Services: The rich UI of the EC Pro (employee center) portal enhanced the employees’ user experience. All HR Services and required knowledge articles are now at the fingertips of the employees. The redressal of cases has also been seamless. 

Automated Bonus Management Workflows: The transition from manual processing via emails and Excel sheets led to a significant reduction in processing time and ensured accurate verification of eligibility criteria. 

Improved Employee Experience: Self-service options and automated workflows empower employees, providing quick access to HR information, services, and support.

Increase Overall Efficiency: Automating HR services streamline processes, reduces manual tasks, and improves response time, resulting in higher productivity and time savings. 

Strategic Decision-Making: Automated HR analytics provide valuable insights, enabling data-driven decision-making, workforce planning, and talent management strategies.