Case Study
UST helped a healthcare provider optimize Workday HR service delivery supporting greater efficiency and lower operating 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:
UST’s flexible delivery model brought together integrated Workday and ServiceNow teams to help this organization to optimize HR service delivery, improve operational efficiency, manage resource continuity, and support cost savings.
- Ensuring seamless Workday-ServiceNow integrations
- Retrofitting ServiceNow for IT service management (ITSM) and HR service delivery (HRSD)
- Providing flexible Workday post-go-live support to enable ongoing optimization and resource continuity
THE TRANSFORMATION
Elevating HR service delivery with seamless Workday and ServiceNow integration and advanced analytics
UST delivered a comprehensive solution for the provider, deploying Workday HCM and integrating it with ServiceNow or streamline HR service delivery. This solution connected Workday HCM, ServiceNow ITSM, ServiceNow HRSD, and enterprise identity and access, management processes to support more efficient employee onboarding and offboarding.
UST's flexible, used specialized squads from the Workday center of excellence (CoE) and combined onsite and offshore support to enable rapid adjustments and cost-efficient post-go-live services.The solution areincluded the creation and management of a robust knowledge catalog and knowledge base , along with telephony and automation integrations in ServiceNow to enhance process efficiency.
As a result, the healthcare provider now uses HRSD analytics dashboards and an enhanced integration with its enterprise portal, to support greater efficiency and standardization in HR service delivery.
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, designed to reduce the cost of Workday post-go-live support and operational overhead
- Improved measurable outcomes—by using dashboard reporting and trend analytics to support timely decision-making and HR service delivery optimization
- Reduced total cost of ownership—by creating reusable templates and, catalogs, and establishing a global HR back office,to streamline operations and enable efficient delivery of standardized functionality and future hub rollouts
- Increased customer satisfaction—through employee onboarding and offboarding automation, reusable resources, and a flexible Workday model, designed to enable 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