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 firms 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 said.
Cheail said 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 reinforce the way in which during which staff interacted with HR firms.
“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 said.
Australia Post organize a model new consolidated HR ‘front door’ beneath the banner of people firms, 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 said.
“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 a giant practice throughout the first yr.
Cheail said 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 said.
Aside from making interacting with HR loads simpler, the channel consolidation moreover helped the oldsters firms 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 oldsters firms 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 said.
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 ready to shift some present resourcing to cowl this.
She said that the second yr of transformation work spherical of us firms would cope with service and purchaser experience uplift.
She observed the potential for generative AI capabilities in ServiceNow to help “find capacity so we can improve the customer experience.”
The talent to utilize AI for case summarisation, as an illustration, 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.
