Transforming Employee Experience at Georgia State University

The Opportunity

Georgia State University (GSU) has been a center of academic excellence for over a century. From its modest beginnings in 1913, the University has grown into a research powerhouse. It boasts one of the largest student populations in the United States.

Serving 55,000 undergraduate, graduate, and doctoral students is a significant undertaking. The University employs over 1500 educators and administrative staff of more than 3500. Attracting and retaining the best talent to help drive the best possible education and research outcomes is challenging in the best of situations. In a tight labor market like that seen in recent years, the University realized that it needed to transform its HR Services capacity from its reliance on email and telephone interaction to better service its faculty and support staff.

The Approach

ServiceNow emerged as a powerful and attractive option as the GSU Human Resources team sought opportunities for better serving its employee community. The University has existing investments in a PeopleSoft HCM system but realized that ServiceNow's Employee Experience platform best provided the platform of action required by its HR team and workforce.

Of course, choosing a platform is only part of the process – the right ServiceNow implementation partner can often make the difference between a successful adoption and an expensive mistake.

INRY was the natural choice as a recognized leader in Human Resources Services Delivery and one of the original co-developers of the ServiceNow HRSD solution and recognitions such as 2021 Employee Workflow Partner of the Year for Healthcare, State and Local, and Higher Education.

GSU's HR team has evolved its HR services since its inception. To better serve its teams and boost employee satisfaction, GSU established 10 Centers of Excellence (CoEs) to handle employees' concerns.

These centers of excellence provided a template for capturing, categorizing, and fulfilling inbound requests from colleagues. Leveraging existing CoE models,

INRY worked alongside GSU to digitize and enhance HR services using a mobile-friendly Employee Center portal, self-service knowledgebase, case management capability for capturing inbound requests, and integration to the existing PeopleSoft HCM.

By leveraging the Power of the Platform to enhance their HRSD quality and capacity, Georgia State University can expect massive improvements in service levels and associated costs compared to their former ad hoc processes.

Typical ServiceNow HRSD adopters like GSU see benefits that include:

• A 50% or greater reduction in inbound requests thanks to the 24x7 availability of self-service knowledgebase articles that address frequently asked questions and provide links to relevant sources of information.
• A 37% increase in Human Resources productivity thanks to two factors:
  • A reduction in inbound requests, as outlined above.
  • More accurate assignment of inbound requests to the resource best equipped to fulfill it, in GSU's case, one of the defined Centers of Excellence with specializations in talent acquisition, compensation, benefits, and learning/development.
• A 100% Return on Investment in less than one year, a 400% ROI typical in just 3 years. More importantly, the organization frees HR's brain share for strategic workforce planning essential in tight labor markets and hybrid workforces.

Thanks to their investment in ServiceNow HRSD and INRY's SMART Success delivery services, Georgia State University is well positioned to provide its employees with the exceptional HR support required to support the growing student population. By adopting the world's best-of-breed solution for Employee Experience, GSU can accelerate its mission of transforming students' lives and advancing the frontiers of knowledge.