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Transforming HR Operations with ServiceNow HRSD for a State Government Agency
Employee ExperienceSuccess StoryGovernment

Transforming HR Operations with ServiceNow HRSD for a State Government Agency

Transforming HR Operations with ServiceNow HRSD for a State Government Agency

A state agency faced HR inefficiencies due to outdated processes and manual workflows, causing employee delays and compliance challenges for HR teams. To modernize operations, they partnered with INRY to implement ServiceNow, centralizing HR systems, automating workflows, and enhancing efficiency for all.

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Process Automation

Reduced HR case resolution time by 50% through intelligent workflows and digital service delivery.
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Self-Service Portal

Empowered employees with a centralized platform, increasing self-service adoption by 40%.
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Compliance Enhancement

Strengthened regulatory adherence with secure document management and standardized approval processes.
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Data-Driven Decisions

Equipped leadership with real-time insights through advanced reporting and workforce planning dashboards.

The Challenge: Overcoming Legacy Inefficiencies 

For years, the agency's HR department relied on disconnected systems, spreadsheets, and email-driven processes to manage essential tasks such as position control, timesheets, onboarding, offboarding, and employee evaluations. These inefficiencies led to: 

  • Delayed Approvals & Processing: Manual steps slowed the approval process for HR transactions, causing frustration among employees and HR personnel. 
  • Compliance Risks: With specialized regulations, the agency needed a system that could ensure accuracy, security, and traceability of HR activities. 
  • Lack of Visibility & Tracking: Without a centralized system, tracking requests, reports, and position control data was time-consuming and error-prone. 
  • Scattered Communication Channels: Employees seeking HR services had to rely on multiple systems, emails, and manual paperwork, often leading to delayed responses and lost requests. 
  • Inconsistent Service Experience: The lack of standardization made tracking inquiries or measuring HR performance across different divisions difficult. 

It became clear that the agency needed a modern, integrated solution to improve HR efficiency, eliminate redundancies, and enhance service delivery while maintaining strict security and compliance requirements. 

The Solution: A Streamlined, Digital HR Service Delivery Model 

The agency partnered with INRY to implement ServiceNow's Human Resources Service Delivery (HRSD) module, creating an enterprise-wide digital HR ecosystem. This transformation provided end-to-end process automation, replacing paper-based and email-driven tasks with intelligent workflows and real-time tracking. 

Key Implementations: 

  • Position Control Automation: ServiceNow enabled the agency to automate position control reports and approvals, ensuring faster and more accurate updates for workforce planning. 
  • Employee Service Center: A centralized portal where employees could submit HR requests, access documents, and track their cases without delays. 
  • Lifecycle Event Management: Automating onboarding, offboarding, transfers, and evaluations ensured seamless employee transitions. 
  • Workflows & Sub-Flows: Standardized workflows reduced manual intervention, accelerating HR service delivery. 
  • Advanced Reporting & Dashboards: Real-time insights allowed leadership to track HR performance and make data-driven decisions. 
  • Case and Knowledge Management: Standardizing HR case handling and knowledge-sharing, ensuring employees had instant access to relevant policies and resources. 

Through close collaboration with the agency's HR and IT teams, INRY customized and optimized the platform to meet the organization's unique operational and compliance needs. 

The Results: Faster, More Efficient HR Services 

With the new system in place, the agency saw immediate and measurable improvements in HR service delivery, including: 

  • 50% Reduction in HR Case Resolution Time: Automated workflows ensured faster processing of HR requests, reducing bottlenecks and improving response times. 
  • 40% Increase in Self-Service Adoption: Employees gained direct access to HR services, reducing the volume of support tickets and freeing up HR teams for strategic initiatives. 
  • Enhanced Compliance & Security: The centralized system ensured all HR processes adhered to strict security and regulatory requirements. 
  • Improved Workforce Planning & Position Control: Leadership now had a clear, real-time view of workforce data, making it easier to manage resources and plan for future staffing needs. 
  • Higher Employee Satisfaction: By streamlining processes and eliminating unnecessary delays, personnel reported a significantly improved experience with HR services. 

Looking Ahead: Expanding Digital Transformation 

With ServiceNow HRSD successfully implemented, the agency now has a scalable foundation for future innovations. Plans are already underway to integrate additional ServiceNow modules, further enhance automation, and leverage AI-powered insights to optimize HR service delivery. 

The partnership between the agency and INRY has not only modernized HR operations but has also set a precedent for how government agencies can harness digital transformation to improve efficiency and service delivery. What was once a complex and inefficient process is now a streamlined, automated, and employee-friendly HR ecosystem. 

 https://www.inry.com/hubfs/INRY/PDF/insights/Success%20Stories/1132-Transforming%20HR%20Operations%20with%20ServiceNow%20HRSD%20for%20a%20State%20Government%20Agency.pdf

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