Case Study: Transforming HR case and content management with Workday Help

RELATED BLOG

12 things I wish I’d known before my first Workday implementation

The challenge

Our client wanted to replace their HR case and content management system because the user experience was cumbersome and reporting poor.

HR case management processes were time-consuming and inefficient. Content management was hampered by complex navigation and weak search functionality, making it hard for users to find the information they needed.

They chose Workday Help to create a unified platform and streamlined service delivery model, which would simplify and improve the HR support experience for employees and managers.

They asked Change Associates to help implement this change.

What we did

We appointed a programme lead skilled in Workday, project and change management who applied Workday methodology to build a plan with clear timescales. We attended detailed design sessions to help build a comprehensive change impact assessment and a shared understanding of how people, processes and systems needed to change. From this we developed a change strategy and plan underpinned by desired outcomes and KPIs.

We worked with Workday to develop the prototype and understand case types, routing, and content categories. We built two change networks of representative staff who would be experiencing the change. One group comprised managers and employees from across the business, and the other included over 50 HR professionals. These groups helped us ensure that all key roles and territories across the Americas, APAC, and EMEA were represented.

The networks were asked to advise on the design, implementation, communication and training of the change, and act as ambassadors to help promote the new system to colleagues.

Alongside the design, build and test of the system, we briefed works councils, engaged senior leaders, managed content creation (including translations into 12 languages), built training and managed the change networks and communication plan.

To ensure business readiness, we led service rehearsals with members of the change networks. These rehearsals included simulations and problem-solving activities to help familiarise people with Workday Help, identify issues to be fixed before go-live, and build confidence in the future solution. We then conducted readiness assessments against key criteria to ensure the launch was successful.

We developed a detailed cutover plan to support and embed the launch, and built a hypercare support model for the six weeks following the launch.

The result

• The global launch was a success, and our client commented that there was
  • “Strong project management from planning to completion with good adherence to project timelines and milestones”
  • “An effective and organised change management strategy with a well-executed change plan”
  • “Smooth go-live transition with minimal issues; well-executed cutover, with very little confusion for the end user on where to go”
• Within a week of launch, adoption levels had exceeded those of the previous system. Adoption continued to rise, including for senior stakeholders.
• There was a measurable impact on employee satisfaction. More people responded to CSAT surveys and satisfaction levels were higher, consistently meeting or surpassing targets agreed by leadership.
• Feedback also indicated a significant improvement in both the quality of the content and the ease of access.
• Content creation was democratised so that it could be created in country as well as centrally.
• Case management performance data improved as the data was made more widely available.
• A continuous improvement mindset was successfully embedded. The internal Workday team took ownership of the new solution and made amendments soon after launch based on feedback to improve processes even further.

Image (c) Shutterstock | Gorodenkoff