Transforming Workforce Management at a Prominent California State Department with HR Position Control

Challenges Limiting The Department’s Operational Efficiency

The Field Operations Division faced several challenges that impacted the services they delivered to their constituents, a few of them being:

Imbalanced workloads across field offices affected operational effectiveness and created inconsistent service experiences.

Lack of real-time visibility into employee availability hindered the distribution of workload and case assignment.

Limited ability to promptly monitor and address service bottlenecks led to extended wait times for thousands of residents.

The Solution: ServiceNow HR Position Control

The department planned to implement HR Position Control on ServiceNow to address these challenges as part of the ‘Improving Field Office Address to Public’ (IFOAP) initiative. This solution was tailored to the department’s unique needs, designed to:

Enable precise staff deployment based on skills and availability.

Provide real-time monitoring of employee status to address bottlenecks promptly.

Optimize task management and service delivery through advanced data analytics.

Partnering with INRY, a leading ServiceNow partner, the department embarked on a transformative journey to implement the IFOAP solution. INRY brought its expertise in workforce optimization, guiding the department through a structured approach.

The Implementation Journey with INRY

INRY employed its proprietary PASS (Process Area Specific Sprints) methodology, a hybrid approach combining best practices from Agile and PRINCE2. This methodology emphasizes

Structured and Agile Approach: Facilitated a structured yet flexible implementation process, allowing for rapid deployment of ServiceNow functionalities through targeted sprints. This approach ensured that each iteration delivered tangible business value.

Interactive and User-Driven: INRY conducted workshops at the outset to capture user requirements through user stories. This collaborative process ensured the department could shape the solution to meet their needs.

Continuous Engagement: Throughout the project, INRY provided hands-on project management, thought leadership, and constant support, guiding the department team through design, implementation, and user acceptance testing (UAT).

Key Aspects of the Solution

Position Control Management: Centralized Platform with automated workflows for employee records, position movements, and status updates.

System Integrations: Integration with Oracle AFS, Active Directory, SharePoint, and Timekeeping systems for synchronized data and improved employee experience.

AI Search and Org Chart: AI-powered search capabilities and interactive org charts for improved navigation and information access.

Empowering the Department for Long-Term Success

The successful implementation of the IFOAP solution, powered by INRY and ServiceNow, represents a significant milestone in the California Department’s journey toward operational excellence and enhanced customer service. By modernizing workforce management and leveraging cutting-edge technology, the department is better equipped to serve millions of Californians efficiently and effectively. This transformation not only sets a new standard for public sector modernization but also paves the way for future innovations that will continue to elevate the department’s service delivery.

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