Australia Post has created a single entrance door for HR assist, underpinned by a platform that’s being enhanced and expanded over a three-year interval.
Australia Post.
Head of people corporations Laura Cheail suggested the ServiceNow World Forum Melbourne 2024 the postal service decided to transform its full HR working model about 18 months previously.
“We had a decentralised support model for people and culture, and HR, which was not very efficient and in some parts [was] ineffective with what the business needed,” Cheail acknowledged.
Cheail acknowledged the postal service moreover needed to free functionality in its strategic HR teams to assist Australia Post’s modernisation agenda.
Additionally, it wished to run its assist centres additional affordably and to boost the way in which wherein staff interacted with HR corporations.
“We spent far too much time with our employees and leaders trying to navigate working with HR, which takes time away from them serving our customers,” Cheail acknowledged.
Australia Post organize a model new consolidated HR ‘front door’ beneath the banner of people corporations, which is supported by a “completely rebuilt” ServiceNow HR Service Delivery or HRSD platform.
“We’ve really focused for the last year on building foundations around service delivery, so getting that support when you have a HR related problem,” Cheail acknowledged.
“We’re on probably a three-year journey. We now have that one key front door for HR support, that one brand which is people services, we’ve got our HRSD portal and one phone line [to contact us].”
Channel consolidation was an enormous practice inside the first yr.
Cheail acknowledged that 18 months previously, there have been “over 107 email addresses and five phone lines for HR support.”
“We’ve consolidated 65 of those inboxes and built out services in ServiceNow, and we’ve gone down to one phone line,” she acknowledged.
Aside from making interacting with HR lots easier, the channel consolidation moreover helped the parents corporations organisation “better quantify and understand what [HR services our] business was engaging” with.
Australia Post has moreover managed to shift 20 % of query volumes off cellphone and onto the parents corporations portal underpinned by ServiceNow.
“We’ve [also] seen a 20 percent reduction in pay related queries, 20 percent reduction in leave queries, and looking at time and attendance, over a period of six months, we saw a 45 percent reduction in volumes,” Cheail acknowledged.
Cheail well-known, nonetheless, that the complexity and amount of contacts referring to employee relations had “trended up 20 percent” year-on-year, although Australia Post was able to shift some present resourcing to cowl this.
She acknowledged that the second yr of transformation work spherical people corporations would take care of service and purchaser experience uplift.
She seen the potential for generative AI capabilities in ServiceNow to help “find capacity so we can improve the customer experience.”
The ability to utilize AI for case summarisation, for example, promised to cut back time spent “searching through knowledge or managing case notes”.
“We want to add more value to every interaction [with staff] that we have,” Cheail added.
Ry Crozier travelled to ServiceNow World Forum Melbourne 2024 as a customer of ServiceNow.
