Case Study
UST helped a healthcare provider optimize Workday HR service delivery with expert Workday resources, enhancing efficiency and cutting costs
OUR CLIENT
Our client is a leading healthcare provider dedicated to improving lives and communities through innovative health benefits and services. By leveraging data-driven insights and comprehensive health plans, the company aims to deliver personalized and effective healthcare solutions to millions of individuals and families across the United States.
THE CHALLENGE
Perfecting HR service delivery—Streamlining global operations and reducing costs
The client faced a significant challenge in transforming its HR operations by deploying Workday and ServiceNow. This involved creating a global HR shared service model, redesigning organizational models and processes, realigning people, and implementing a 3-tier service delivery model. Key technical hurdles included:
- Ensuring seamless Workday-ServiceNow integrations
- Retrofitting ServiceNow for IT service management (ITSM) and HR service delivery (HRSD)
- Providing cost-effective Workday post-go-live support with a flexible Workday resource augmentation model for long-term optimization
THE TRANSFORMATION
Elevating HR service delivery with seamless Workday and ServiceNow integration and advanced analytics
UST delivered a comprehensive solution for the healthcare provider, deploying Workday HCM integrated with ServiceNow for streamlined HR service delivery. This solution included seamless connections between Workday HCM, ServiceNow ITSM, ServiceNow HRSD, and enterprise identity access, facilitating efficient management of hires and terminations.
UST's flexible, cost-effective model uses specialized squads from the Workday center of excellence (CoE) and combines onsite and offshore Workday support for rapid adjustments and cost-effective post-go-live support. Additionally, the solution involved creating and managing a robust knowledge catalog and knowledge base and integrating telephony and automation with ServiceNow to enhance process efficiency.
As a result, the healthcare provider now leverages HRSD analytics dashboards and benefits from enhanced integration with its enterprise portal, leading to greater efficiency and standardization in HR service delivery in healthcare operations.
THE IMPACT
UST’s Workday and ServiceNow integration transforms HR operations and drives efficiency
UST's comprehensive HR transformation solution enabled the healthcare provider to achieve the following benefits:
- Enhanced efficiency and predictable service delivery—achieved through a seamless Workday and ServiceNow integration, which streamlined processes and optimized interaction management with integrated telephony and automation
- Streamlined HR information access—by creating, migrating, and managing a robust knowledge catalog and knowledge base, further enhancing the efficiency of service delivery
- Optimized HR operations—by implementing a global HR shared service model, reducing the costs of Workday post-go-live support and operational overhead
- Improved measurable outcomes—by using advanced analytics through dashboard reports and trending analytics for real-time decision-making and HR service delivery optimization
- Reduced total cost of ownership—by creating reusable templates, catalogs, and a global HR back office, which streamlined operations and enabled cost-effective delivery of standardized functionality and future hub rollouts
- Increased customer satisfaction—by using future hire and termination automation, reusable resources, and a flexible Workday resource augmentation model, ensuring faster, more reliable service delivery and long-term sustainability
Explore the benefits of a flexible Workday resource model for healthcare companies and the potential cost savings from our Workday and ServiceNow implementation roadmap for HR. To learn more about achieving efficiency and leveraging a Workday CoE to mitigate resource risks for post-go-live success, click here.
RESOURCES
https://www.ust.com/en/insights/planning-year-end-compensation-through-workday
https://www.ust.com/en/insights/accelerating-healthcare-interoperability