ANZ reached the half mark in three years of technology lift to implement a global workforce portal based on SAP’s SuccessFactors and ServiceNow.
Representatives from the bank discussed the ongoing work to centralize HR systems under the PeopleHub portal at the ServiceNow Knowledge 2022 conference in Sydney.
PeopleHub, led by ANZ’s Talent & Culture (T&C) arm with the help of EY, will be a point of entry to all HR services for employees in 32 countries.
Efforts to replace most legacy -based HR services were prompted by a pandemic in late 2020, following a smaller initiative in 2018.
“The original goal was focused on experience, so how can we improve the experience for people at ANZ, whether they join, move or grow their careers,” said program director Colin Scott.
“That was kind of the beginning of it, but we went through a pretty long cycle to make sure we fixed everything.
“Of course, in 2020 the Covid-19 happened, and the importance of travel was crystallized because of the pressures and changes it caused for the bank.
“It’s just simple things like removing pressure on people’s channels and call centers to cope with a lot of questions from people who haven’t been able to get into the office.”
18 months on
In the 18 months since the program began, the T&C team has gradually launched services using ServiceNow as the flow system and SuccessFactors as the record system.
Head of Technology for finance, treasury, procurement, HR and corporate experience Darrin Burke said the program was initially focused on “digitizing the entire employee flow”.
“From a delivery perspective, one of our goals is to get value really fast,” he told the conference.
“We started the program and launched into wave one, which is really about deploying the HR service desk to ServiceNow.”
In August 2021, the team deployed a chatbot channel to access knowledge content around the world, having previously established the underlying framework.
“That was really the first release of capability – knowledge and chatbot capabilities, centering everything on a global process for … getting help with HR services,” Burke said.
Following that initial release, the bank then “very quickly” switched to onboarding, which was “strictly integrated with SAP’s recruitment capability.”
Burke described the capability – which was deployed in December 2021 and January 2022 – as an example of “speed in appreciation in the first decline”.
ANZ hires approximately 6000 staff and 8500 contractors worldwide each year, meaning it is a “really key enabler” for the bank.
Simplification efforts also saw ANZ decommissioning “300-plus online forms and approximately 15 separate mailboxes” used for HR assistance, emails, and collaboration tickets.
“All of that is gone now, everything is happening in ServiceNow and we have full transparency of all the capabilities through that platform,” Burke said.
Positive feedback
Since going live in August 2021, approximately 27,000 queries and 22,000 chatbot interactions have already taken place through the PeopleHub portal.
Approximately 4000 staff were also onboard with onboarding capability, most of whom provided “really good feedback and sentiment.”
Burke said the “flow” will only increase as the onboarding contractor – the next wave – arrives on the platform.
“Across 32 countries, everything is really transparent,” he added.
“The ServiceNow platform gives us amazing insights into ticket closing times, where tickets stop and provides automation capabilities that actually show us how to increase flow. that.”
Next steps
The bank is now looking to transition its core HR and payroll functions.
“The next big stage for us is to actually decommission and move to the new HR platform, including payroll, for all of our large countries,” he said.
The evolution of “employee flow through ServiceNow into our core HR system” will be a major enabler.
Burke said it would involve some “really big changes in integration”, describing it as “the central nervous system of HR data”.
“As part of core HR, we’re also looking at some key data elements that will both enable ServiceNow flows for organizations, but also downstream business services,” he said.
“So that’s our next drop; which is really core HR and payroll, and after that we will focus on learning, performance management and talent management, which really completes the HR business service ecosystem. “
ANZ is also looking at where it can use ServiceNow elsewhere in the business, starting with finance and procurement.
“We will soon launch a acquisition of ServiceNow as well for their case management and knowledge,” Burke said.
“And we have some big programs and projects that now look at audit services, risk services, workplace services and quite a few IT functions as well when we think of security and BCP [business continuity planning] capabilities.
“So suddenly, it all comes together, and data visibility is really overwhelming about how you connect cross-corporate flows together and drive massive self-service.
“And perhaps the main thing we’re starting to think about is the unified portal experience and the unified mobile experience.”