Enterprise Service Innovation Case Study: PanAust Mining – HR Shared Service Automation
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CAST STUDY Transactional Service Requests PHU BIA MINING (PANAUST) TSC CASE MANAGEMENT Min Fang Solution Architect Cloud Sherpas [email protected] +65 9636 8356
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Presented by Min Fang, Solution Architect, Cloud Sherpas at ISS-Cloud Sherpas Seminar - Using Cloud & Wearable Technologies to Transform Customer Service on 17 Sep.
Transcript of Enterprise Service Innovation Case Study: PanAust Mining – HR Shared Service Automation
CAST STUDY
Transactional Service Requests
PHU BIA MINING (PANAUST)���TSC CASE MANAGEMENT ���
Min Fang Solution Architect Cloud Sherpas [email protected] +65 9636 8356
HR Suffers from Operational Challenges…
Meeting expectations
Improving visibility
Minimizing maintenance
Optimizing delivery cost
Demonstrating business value
‘…over 50% of HR functions still spend too much time on day-to-day tactical activities that add little to no value to the business’ - Aberdeen Group INTERNAL USE ONLY!
Existing Practices Have Major Implications
HR service relationships are primarily managed via email
Focus on tactical activities that do not drive business value
Lack of automation leads to untimely and error prone activities
Lack of accountability and auditability
No real-time reporting on HR performance
Reduced operational efficiency & effectiveness
HR Service Automation
Employee Self Service Portal • 24/7 access to HR
info & services • OOB request-
fulfill process automation
Automated Case Assignment • Requests directed
to relevant HR staff / group based on predefined rules
Notifications • Inbound /
outbound notifications improve communications between HR and employees
Reporting Engine • Custom
dashboards for HR teams
• Visibility & auditability of HR Services
BACKGROUND
Company
• PanAust is a growth-oriented mining company determined to excel.
• PanAust is a copper and gold producer in Southeast Asia and has a portfolio of
organic growth projects in Laos and Chile.
• PanAust’s key growth activities in Laos include the KTL (formerly Phonsavan) Copper-
Gold Project, and exploration and resource development within the Phu Kham
district.
• PanAust shares are listed on the Australian Securities Exchange (ASX), code PNA. The
Company’s corporate office is located in Brisbane, Australia.
ServiceNow Implementation
• Over 50 Fulfiller users (ITIL and Platform) and over 1,000 end use
TRANSACTIONAL SERVICES REQUEST
CASE STUDY
CHALLENGES
Requirements
Custom App to track the transactional service requests (TSC).
The TSC Employee Service Center tracks cases related to HR, Payroll, Travel,
Purchase to Pay and general inquiry.
Create visibility, better tracking and timely delivery of services.
Updating of tickets by end users/case workers must be easy to use and auditable.
Single system of record for all TSC requests and ability for reporting on demand.
WHAT THEY WANTED
CASE STUDY
RESULTS
Increased visibility into employee service requests.
Approval visibility, no more searching email trying to find who approved the request.
End user ticket request view and follow up by updating a request ticket.
Since end user is now filling out the request, and it is tracked, requests from the
employees are now more detailed in their requests making it significantly easier to
understand the true needs of the organisation.
Single system of record for all TSC requests.
Automatic notifications are being sent by ServiceNow with regards to managing cases in
the TSC application.
CUSTOM APP
CASE STUDY
RESULTS CUSTOM APP
CASE STUDY
