Human Resources is standing at the doorstep of both exciting and challenging opportunities. The most recent Gartner research shows that 51 percent of HR leaders agree that they cannot measure the business value delivered by HR technology transformation, with 75 percent reporting that managers are overwhelmed with the expanding scope of their responsibilities.
The way an organization’s HR processes are established also affects HR Service Delivery (HRSD), which includes onboarding and offboarding, payroll processing, employee benefits management, career advice and document management. To tackle modern challenges in HR, organizations should look into the possibility of streamlining their HRSD, as its improvement can ensure improved employee self-service, streamlined manual processes, boosted productivity, reduced workforce turnover, and compliance with regulations.
Navigating the complexity
This was the challenge Manchester Airport Group (MAG) faced. As the largest UK-owned airport operation, overseeing Manchester, London Stansted and East Midlands Airports, accommodating over 2.6 million travelers, it required efficient HR workflows to ensure smooth operational flow. This goal was hindered by the challenges experienced in the initial implementation of ServiceNow and limitations in expanding its capabilities due to customizations.
Explore related questions
Specifically, staff members were required to submit requests through emails to HR, leaving them with no visibility of progress, which eventually led to examples of duplicate cases being raised as employees chased the status of their original inquiries, complicating even the most foundational requests, such as access to the company’s holiday policy with little to no self-help available.
Understanding that the potential for improvement was there, MAG decided to look for a third-party solution that could offer necessary support, and that’s how MAG met Inetum, an IT services company that provides digital services and solutions.
MAG’s digital transformation journey to HRSD success
To tackle MAG’s challenges, Inetum offered to implement a full HR Case Management process to replace existing HR case processes, alongside discovery, planning and design phases for the MAG onboarding transformation. The goal was to develop a repeatable, measurable and scalable HR case management process to allow the company to cater to its HR/onboarding needs and be able to identify any new HR services requirements for future automation.
The build was delivered onto a greenfield instance of ServiceNow, with a decision made to adopt the Employee Service Centre so that in time it would become the single point-of-entry for all ServiceNow-related activities. As the project progressed, it was agreed that the HR onboarding design aspects of the project should be delayed until after the HR Case Management build had been completed, due to concerns with availability. This allowed the main project to go live in seven months, leading to enhanced employee experience, streamlined HR processes and structures and improved onboarding and end-to-end delivery.
Since then, Inetum and MAG have collaborated to ensure continuous Platform Management support, leading to further improvements, such as the decision to remove the need to raise cases over email, drastically reducing the number of canceled tickets and improving case resolution times.
Navigating the debris of HRSD can be difficult, but companies like Inetum are always there to welcome the challenge and help users achieve their goals. As Tooling Lead and Platform Owner at MAG shared: “Anyone else would have given up at the first of the many challenges on this project. The fact that we still delivered a successful outcome shows Inetum are different and are here for true partnership.”
On the same note, Kathy Quashie, CEO of Inetum UKI and Growing Markets, emphasized: “Our purpose is to align our people and ideas with our clients’ business needs, working as one team with our partners. Inetum takes pride in its strong and long-standing customer relationships underpinned by the consistent quality, outcome-driven work we have delivered together with Manchester Airport Group on their digital transformation goals.”
In light of this, Inetum has announced it will be holding a webinar in late November, “Outcome-focused HR Transformation – Making sure real-world value is delivered for organizations and employees”, where the consultancy has said users will get a chance to hear from subject matter experts on how “innovative tools, delivered with a laser focus on value, can ensure the effort that goes into all HR transformations translates into genuine impact.”
