Building the Workforce of the Future - Magellan Health€¦ · Building the Workforce of the Future DECEMBER 11, 2018 “Digital transformation. It’s the hot topic in corporate

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

Background

VERN and ServiceNow

Employee Relations

System Demo

Roadmap to Implementation

Roadmap to VERN implementation for AFSCDe

cem

ber • AFSC Articles available in VERN

• Configuration Changes

• Search for answers to HR related questions

• Choose to create a case (not mandatory) answered by AFSC team

• GetHR and other AFSC Service Delivery mechanisms still available

• Finalize adoption metrics

Febr

uary • Review AFSC data for adoption

• Update and Increase VERN communications

• Continue article creation and refinement for AFSC based on cases

• Update roadmap to reflect full go-live

Mar

ch

• Analyze existing AFSC case data

• Establish date for full VERN implementation for AFSC

• Finalize implementation project plan

• Finalize communication plan

• Establish timeline for retirement of GetHR

Manual processes were bogging us down and old fashioned models were hindering creativity and growth

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Background: The Perfect Storm

2 HR service center reps for 10k employees

Couldn’t keep up with questions; became a

complaint hotline

No data to guidedecisions

Increasingly complex

employee issues

Eliminate distractions so both employees and HR could FOCUS ON WHAT MATTERS MOST.GOAL:

Double-digit growth business

growth

The Winning Rx

By changing how we work, we were creating the workplace of the futureShut down email. Turned off phones. Challenged ourselves to work in a new way.

CREATEa true consumer

experience

RE-DEFINEexcellent service

BUILDdigital & technical

capabilities

BECOMEself-directed & confident using new tools

GROWfeeder pool for

future talent

RE-DEFINEperception of HR BECOME

digital citizens

Changing how HR WORKS

Changing how EMPLOYEES WORK

Tap STRATEGIC POTENTIAL

for everyone Embrace technology

Seek ways to automate

Be self directed

VERN and ServiceNow

The Solution: ServiceNow

VERN• Magellan Health’s innovative approach to leveraging

the ServiceNow platform

• Customer facing ServiceNow portal

• Contains a search bar that allows employees to search for their own answer

• Search Knowledge Base and Suggested Readings

ServiceNow• The platform on which VERN sits

• Case management portal

• Used by the HR Resource Team, Employee Relations, HR functional areas, and HRBCs

• Data and Analytics

• Reports

A service management platform that provides service management solutions forHR services management, IT services management, IT operations management, and IT business management.

VERN Knowledge Base/HR Resource Team/Employee RelationsOne Platform

VERN• Employees search, just like

Google, meta tags ensure articles are found

• Answers are found within the knowledge base which is current

• Fully mobile enabled; open 24-7

• Response Time: Immediate

• Follow-up: Non Required

HR Resource Team• Sometimes an employee has a

question that is complex, but is not regarded as employee relations

• Examples are a tax question, a problem with PTO calculation, etc.

• The HRRT is fully trained to assist and answer questions fast

• Response Time: Within 48 Hours

• Follow up: Clarification provided when required

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• Reserved for performance issues, true conflicts and any issue requiring an investigation

• Employees and managers start in the VERN portal, but issues are re-directed to ER team

• Response Time: May exceed 48 hours depending on the type of ER case.

• Follow up: Clarification provided when required

Employee Relations

Managing Cases and Security

Resource Team• 85%• All HR Categories• Two Dedicated AFSC

Resources

Functional Area• Exception to Policy• Vendor Direction

Employee Relations• PIP Reviews• Employee

sensitive issue

Comp

Payroll

Esca

late

Esca

late

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!

Over 537,353 searches

3.5 average article rating

< 11 hours to close a case

Employees are turning to VERN!

VERN and ServiceNow Demo

Use VERN to Submit a Conflict Resolution Case for Review

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