Building the Workforce of the Future DECEMBER 11, 2018 Digital - PowerPoint PPT Presentation

Building the Workforce of the Future DECEMBER 11, 2018

“Digital transformation. It’s the hot topic in corporate America today. Executives are being told with increasing frequency that they need a “digital transformation” strategy- one that incorporates artificial intelligence (AI) and machine learning- or they’re going to be left behind.” Forbes Magazine (May 29, 2018)

Agenda Roadmap to Implementation Background VERN and ServiceNow Employee Relations System Demo

Roadmap to VERN implementation for AFSC December February March • AFSC Articles available in VERN • Review AFSC data for adoption • Analyze existing AFSC case data • Configuration Changes • Update and Increase VERN • Establish date for full VERN communications implementation for AFSC • Search for answers to HR related • Continue article creation and • Finalize implementation project plan questions refinement for AFSC based on cases • Finalize communication plan • Choose to create a case (not • Update roadmap to reflect full go-live mandatory) answered by AFSC team • Establish timeline for retirement of GetHR • GetHR and other AFSC Service Delivery mechanisms still available • Finalize adoption metrics

Background: The Perfect Storm Manual processes were bogging us down and old fashioned models were hindering creativity and growth 2 HR service center No data to guide Couldn’t keep up with Increasingly Double-digit reps for 10k decisions questions; became a complex growth business employees complaint hotline employee issues growth GOAL: Eliminate distractions so both employees and HR could FOCUS ON WHAT MATTERS MOST. 5

The Winning Rx Changing how Changing how EMPLOYEES WORK HR WORKS Tap STRATEGIC POTENTIAL RE-DEFINE BUILD CREATE BECOME perception of HR digital & technical a true consumer digital citizens for everyone capabilities experience Embrace technology BECOME Seek ways to automate self-directed & GROW RE-DEFINE confident using new feeder pool for excellent service tools Be self directed future talent By changing how we work, we were creating the workplace of the future Shut down email. Turned off phones. Challenged ourselves to work in a new way.

VERN and ServiceNow

The Solution: ServiceNow A service management platform that provides service management solutions for HR services management, IT services management, IT operations management, and IT business management. VERN ServiceNow • Magellan Health’s innovative approach to leveraging • The platform on which VERN sits the ServiceNow platform • Case management portal • Customer facing ServiceNow portal • Used by the HR Resource Team, Employee Relations, • Contains a search bar that allows employees to HR functional areas, and HRBCs search for their own answer • Data and Analytics • Search Knowledge Base and Suggested Readings • Reports

VERN Knowledge Base/HR Resource Team/Employee Relations One Platform Employee Relations HR Resource Team VERN • Employees search, just like • Sometimes an employee has a • Reserved for performance question that is complex, but is issues, true conflicts and any Google, meta tags ensure not regarded as employee issue requiring an investigation articles are found relations • Employees and managers start • Answers are found within • Examples are a tax question, a in the VERN portal, but issues problem with PTO calculation, etc. the knowledge base which are re-directed to ER team is current • The HRRT is fully trained to assist • Response Time: May exceed 48 and answer questions fast hours depending on the type of • Fully mobile enabled; open • Response Time: Within 48 Hours ER case. 24-7 • Follow up: Clarification provided • Follow up: Clarification • Response Time: Immediate when required provided when required • Follow-up: Non Required 9

Managing Cases and Security Employee Resource Team Functional Area Escalate Escalate Relations Comp • 85% • Exception to Policy • All HR Categories • Vendor Direction • PIP Reviews Payroll • Two Dedicated AFSC • Employee Resources sensitive issue

Help us Improve VERN! • Provide your feedback • If the response you received was not clear; let us know • What was difficult to understand about an existing article • What is missing? • Did you conduct a search and do not find the information • What key word did you search • Help us eliminate HR Vernacular

Meet VERN! Employees are turning to VERN! Over 537,353 searches 3.5 average article rating < 11 hours to close a case

VERN and ServiceNow Demo

Use VERN to Submit a Conflict Resolution Case for Review 14

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