This client is a not–for–profit, 1,447–bed hospital system that serves more than 1.4 million people in 29 Eastern North Carolina counties. The health system is made up of eight hospitals and more than 14,000 employees. With the rapid and sudden impact of COVID–19 on operations, the client was able to quickly respond to employees' needs through their HR Service Management, Service Portal, and Knowledge Management applications within ServiceNow.
The rapid onset and impact of COVID-19 created new challenges for the client, as it did for most organizations. Staffing challenges, remote work locations, and quarantined staff with their family all had immediate impacts on the organization.
REMOTE WORK In a matter of days, all HR staff were transitioned from in-office to remote work at home locations decentralizing all HR operations.
QUARANTINES Employees and their families were being quarantined which impacted staffing especially in critical areas like intensive Care and Emergency Departments.
STAFF HARDSHIPS As the duration of COVID–19 extended many staff began reporting challenges including financial shortages and increased health needs.
Contender Solutions was founded in 2012 as an IT consultancy specializing in digital transformation. We help clients acquire, implement, and optimize technology-based business process solutions. We help solve business challenges at an enterprise scale by leveraging the best in people, process, and technology to bring measurable project success based on mission objectives.
The client's leadership began addressing these new needs as soon as they presented. They designed new business processes based on this emerging need and aligned the technology capabilities developed over the last 18 months to respond.
KNOWLEDGE The client began by creating and publishing self-service content in their well established Knowledge Bases expanding to over 400 published Knowledge Articles.
HR REQUESTS In parallel, they added new HR Requests for Resources for COVID–19, Emotional Support, Crisis Requests, and updating dozens of other published Requests to include COVID–19.
SERVICE PORTAL All new service requests and knowledge articles were deployed to the HR Service Portal allowing easy access for employees, sustaining the client's accomplishment of over 50% of all requests generated coming from their HR Services Portal.
By deploying new HR Requests and expanding many existing Request Types to address their staff’s needs related to COVID-19, the client effectively managed all presented challenges.
