Champion of health care in Michigan | Diving

Spectrum Health offers more than $ 550 million in community advantages per year thanks to extended health services, education and research programs, infrastructure, innovation, community partnerships and vulnerable members’ care.

Maximize value and impact

Spectrum Health aimed to allow easy access to TI and HR services, which allows health professionals to spend more time with patients. In 2018, he was faced with challenges with more than 27 individual systems forming his corporate resources planning ecosystem, some of which were over 20 years old. In addition, several systems in the service management space have caused disjointed and ineffective experience. HR services have also been faced with difficulties, leading to confusion and contradictory responses to employees looking for support.

Maximize time with patients

Spectrum Health has decided to replace inherited technologies disconnected by a single Consolidated ERP platform, Workday, integrated into the service and HR service provisionnows. The transformation program aimed to unlock new ways of working, improving the experience of employees through IT and HR services.

Remove pain

The director of the service of corporate services, Burton Smith, stressed that transformation, and not migration, was essential, emphasizing the removal of pain in the use of inherited systems. The guidance principles included the 20:80 rule, where 80% of the solution was ready to use and putting the experience of team members at the heart of the transformation. Spectrum Health has deployed new servicenow technologies in a program gradually, starting with IT services, management of software assets and governance, risk and compliance solutions. This fundamental phase has provided an understanding of the common service data model (CSDM) and the configuration management database (CMDB), essential for subsequent commercial capacities.

On time, on the budget

Phase one elements, including incidents, changes, knowledge and configuration management, were delivered in time and budget despite the complexities of COVID-19. Phase two has implemented the provision of HR ServiceNow services with a tailor -made HR services center for doctors, field staff and other employees, integrated in Workday. This provided unified mobile access and self-service opportunities such as the virtual agent, essential in the health environment 24/7.

In self-service increasing quickly

In the summer of 2021, 97% of Spectrum health personnel accessed IT and HR services on the integrated platform, with 10,000 knowledge articles and a catalog of services of 70,000 elements. The self-service rates were already 15% and increased rapidly. Data and analyzes have provided critical information, informing improvements in services between services and HR. The transparency of the platform has allowed instant support, such as community clinics knowing when the equipment would be delivered, improving patient care.

Empower

Joel Gontjes stressed the importance of a partnership with KPMG to deliver the transformational project. KPMG, ServiceNow America Transformation Partner of the year in 2020, coordinated complex elements to maximize value and impact. Spectrum Health has distributed ownership of platforms to empower people, improving efficiency in process management and products.

Digital transformation is motivated by technology but carried out by people, as explained by the main director of HR technology, Teresa Nelson. Change management focused on personal experience and new ways of working, while guiding principles and governance have helped achieve the value of servicenow and the working day. These strategic platforms have positioned the health of the spectrum for long -term success, allowing care for patients, colleagues and communities.