Australia Post Enhances HR Assistance with Innovative Unified Technology Platform and ‘Front Door’ Program
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Australia Post Modernizes HR Support With Integrated Tech Platform and ‘Front Door’ Initiative
Australia Post has undertaken a major transformation of its human resources (HR) support framework. This endeavor merges various HR channels into a cohesive, streamlined “front door,” backed by a powerful technology platform from ServiceNow. The revamp aims to enhance efficiency, decrease HR query volumes, and elevate the employee experience over a three-year timeline.
Quick Overview
- Australia Post establishes a centralized “front door” for HR assistance.
- The new system consolidates over 107 email accounts and five phone lines into a single point of contact.
- ServiceNow’s HR Service Delivery (HRSD) platform is the foundation of this streamlining effort.
- HR query volumes have been reduced by 20% in critical areas such as pay and leave.
- Potential integration of AI features for enhanced efficiency and service provision.
- The transformation is anticipated to span three years, with substantial progress already evident.
The Rationale Behind Australia Post’s HR Transformation
Australia Post has been a vital part of Australian logistics and communication, yet like many large organizations, it encountered obstacles in refining its internal operations. The decentralized HR support structure was proving to be ineffective. Laura Cheail, Head of People Services at Australia Post, pointed out that the previous model was neither cost-effective nor aligned with the organization’s modernization aspirations.
The inefficiencies were unmistakable: employees and managers were investing excessive time navigating a complicated HR system instead of concentrating on customer service. Acknowledging this challenge, Australia Post initiated a comprehensive overhaul of its HR support infrastructure approximately 18 months ago.
Launching the Unified “Front Door” for HR Services
Cheail indicated that Australia Post has brought its HR services together under a “single front door” model, referred to as People Services. This new interface, supported by the ServiceNow HR Service Delivery (HRSD) platform, allows employees to obtain HR assistance in a more effective manner.
“We’ve established a solid foundation for service delivery,” Cheail remarked. Employees no longer have to navigate various HR channels; they now have just one point of contact, whether via the HRSD portal or by calling the singular phone line.
The extent of the consolidation was notable. Previously, Australia Post had over 107 email addresses and five distinct phone lines for HR support, which resulted in confusion and inefficiencies. By narrowing this down to a single communication line, Australia Post has simplified the query resolution process for employees while also improving its internal metrics.
Immediate Advantages: Decreased Query Volumes
The effects of this consolidation have been considerable. Australia Post has successfully redirected 20 percent of HR query volumes from phone inquiries to the HRSD portal, alleviating some pressure from its support teams. Furthermore, the organization has observed a 20 percent decline in pay-related and leave-related queries and a 45 percent drop in time and attendance inquiries over a six-month timeframe.
However, Cheail also noted an uptick in the complexity and volume of employee relations inquiries, which have increased by 20 percent year-on-year. To address this, Australia Post has shifted existing resources to manage these more complicated cases.
AI’s Future Role in HR Support
Looking ahead, Australia Post intends to augment its HR services by integrating generative artificial intelligence (AI) into its ServiceNow platform. This technology could assist with tasks such as case summarization, streamlining the time spent on manual activities like sorting knowledge articles or managing case documentation.
Cheail stated, “We aim to provide greater value in every interaction [with staff] that we have.” By utilizing AI, Australia Post seeks to free up capacity within its HR teams, allowing them to concentrate on more strategic tasks and enhancing the overall employee experience.
Looking Ahead: Year Two and Beyond
The transformation is ongoing, with the focus for the second year on further improving service and customer experience. Australia Post’s objective is to make HR interactions as smooth as possible, ensuring that staff can allocate more time to serving customers instead of dealing with HR inquiries.
The three-year plan offers opportunities for continuous enhancements, particularly through AI and other emerging technologies, ensuring that Australia Post continues to modernize its HR operations in accordance with its broader business goals.
Conclusion
Australia Post’s HR transformation represents a pivotal move towards modernizing its internal operations. By simplifying HR interactions through a unified “front door” and utilizing ServiceNow’s HRSD platform, the organization has already experienced a reduction in query volumes. The impending introduction of AI capabilities is set to further boost efficiency, enabling personnel to dedicate more attention to delivering superior customer service.
Q&A: Important Questions Regarding Australia Post’s HR Transformation
Q: Why did Australia Post decide to revamp its HR support system?
A:
Australia Post recognized that its decentralized HR model was ineffective and lengthy for staff, thereby impacting customer service. The transformation aims to streamline HR processes, making them more cost-efficient and user-friendly.
Q: What does the “front door” initiative entail?
A:
The “front door” initiative involves consolidating HR services into a single point of contact, comprising a unified HRSD portal and one dedicated phone line, replacing the earlier system of over 107 email addresses and five phone lines.
Q: How has the new system affected HR query volumes?
A:
Following the implementation of the new system, Australia Post has successfully reduced HR query volumes by 20 percent in areas such as pay and leave. Additionally, time and attendance inquiries have decreased by 45 percent over a six-month period.
Q: What is ServiceNow’s role in this transformation?
A:
ServiceNow’s HR Service Delivery (HRSD) platform is the backbone of the entire transformation, allowing Australia Post to consolidate services and offer a more efficient HR support system.
Q: How will AI be incorporated going forward?
A:
Australia Post plans to integrate AI into its HR systems to support functions like case summarization, reducing time spent on manual processes, enabling HR teams to engage in higher-value tasks, and enhancing the employee experience.
Q: What are the forthcoming steps in Australia Post’s HR transformation?
A:
In the second year, the emphasis will be on improving service quality and customer experience. Australia Post also intends to investigate additional AI functionalities to enhance efficiency and service delivery.
Q: What is the duration of the transformation?
A:
The complete transformation is projected to take three years. Significant advancements have already been made in the first year, with further enhancements planned for the years ahead.