The employee experience is paramount to employee productivity and retention. However, unstructured or inconsistent processes for handling employee issues – such as complaints, allegations, grievances, safety violations, misconduct, and more – can severely damage the relationship between employees and their employer. Organizations cannot afford the negative impact to morale that results when employees feel that the issues they raise with human resources (HR) aren’t resolved in a timely or fair manner.

In organizations today, it can be easy to initiate an Employee Relations (ER) case, largely because it is still a forms-driven process! Automating the ER case management processes is a necessary first step. Modern no/low-code platforms like ServiceNow make it relatively easy to do. Leveraging the Employee Relations data model in HR Service Delivery provides a jump-start to configuring an Employee Relations Case Management workflow to accommodate the myriad of use cases (e.g. Case Intake, Alternative Dispute Resolution, Performance Improvement Plans, etc).

Once the workflows are automated, it’s easy to configure the necessary dashboards, messages, and reports to provide all case stakeholders the ability to track case status, trace the workflow, and provide complete accountability to all involved parties. No more hiding in the shadows! Automation also delivers more consistent documentation and monitoring of internal controls at each stage. For example, by providing leadership, employees, and ER Specialists the ability to track the status of a case, everybody will have greater assurance that key controls are properly implemented and that deficiencies are addressed in a timely manner. Further, consistently documenting the findings of related investigations is standardized which allows ER managers to ensure that cases are adjudicated appropriately.

Finally, integrating Employee Relations workflows on the same platform as your Personnel Security Case Management system makes the Continuous Evaluation process even more thorough.

ServiceNow continues to enhance and extend the Employee Relations capability in HR Service Delivery. Using HRSD to implement the ER workflows will provide tangible and immediate benefits such as ensuring the standardization of processes directly aligned to agency policy or guidance; delivering the capability to monitor the duration of all cases beginning-to-end by stage and by case type; monitoring the timeliness of misconduct cases against established targets using case management system data; and more.