Australia Post has created a single entrance door for HR help, underpinned by a platform that’s being enhanced and expanded over a three-year interval.
Australia Post.
Head of individuals companies Laura Cheail advised the ServiceNow World Forum Melbourne 2024 the postal service determined to rework its complete HR working mannequin about 18 months in the past.
“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 stated.
Cheail stated the postal service additionally wanted to free capability in its strategic HR groups to help Australia Post’s modernisation agenda.
Additionally, it wished to run its help centres extra affordably and to enhance the way in which workers interacted with HR companies.
“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 stated.
Australia Post arrange a brand new consolidated HR ‘front door’ underneath the banner of individuals companies, 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 stated.
“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 big train within the first yr.
Cheail stated that 18 months in the past, 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 stated.
Aside from making interacting with HR a lot less complicated, the channel consolidation additionally helped the folks companies organisation “better quantify and understand what [HR services our] business was engaging” with.
Australia Post has additionally managed to shift 20 % of question volumes off cellphone and onto the folks companies 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 stated.
Cheail famous, nonetheless, that the complexity and quantity of contacts referring to worker relations had “trended up 20 percent” year-on-year, though Australia Post was in a position to shift some current resourcing to cowl this.
She stated that the second yr of transformation work round folks companies would deal with service and buyer expertise uplift.
She noticed the potential for generative AI capabilities in ServiceNow to assist “find capacity so we can improve the customer experience.”
The skill to make use of AI for case summarisation, for instance, promised to scale 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 visitor of ServiceNow.
