WaterNSW lays foundation for HR automation using powerful technology – Microsoft Australia News Center

Using Dynamics 365, WaterNSW deployed a case management system that automates workflow and manages employee requests efficiently. For example, a general request is sent to a shared service center for an HR advisor to address. Or, if an employee has a specific request regarding leave arrangements, they can submit a form directly to the payroll specialist. This level of automation has enabled faster and more accurate resolution of cases than using manual processes.

An agile approach to delivery

WaterNSW began development of its case management platform in December 2021. It gave back-office HR staff early access so they had time to recommend optimal changes, then released the platform to all employees in March 2022.

Sree says that moving from a project-based delivery model to an agile, sprint-based delivery model was key to the rapid deployment of the platform.

“This organized approach gave us the opportunity to listen to real requests during the course of the program, rather than closing the doors at the starting point and saying, ‘Here are your requests and this is what you’re going to get,'” she says. .

“It was an effective way to test new solutions and collaborate across our teams and functions, determine effectiveness and minimize risk – testing, learning and refining as we went. Successes can be scaled and lessons learned can be shared, driving continuous improvement and reinforcing learning.”

Creating a more human-centered workplace

The case management platform has resulted in several improvements to WaterNSW’s HR operations. These include better reporting functionality using a single data source and the ability to provide accurate information on demand to external parties, lawyers, auditors and WaterNSW leaders and managers.

It has also improved the organization’s ability to comply with employee relations, unified enterprise agreement and data management obligations. WaterNSW can now capture, categorize, report and store full employee claims and relationships more accurately and securely.

The powerful Dynamics 365 platform has removed some manual processes, as well as those involving duplication across multiple systems. It has also created synergies between other people and culture modules such as performance management and recordkeeping.

Employees and managers are now able to create, track and escalate their HR requirements. Even better, WaterNSW can more accurately determine HR resource requirements.

The Dynamics 365 platform has helped improve WaterNSW’s ability to adhere to employee relations.

The system’s knowledge base feature provides an easy way to reduce the number of questions the HR team receives. According to Sree, this ‘zero-level’ support allows employees to help themselves to information they previously couldn’t access without contacting the HR department.

“For example, if an employee requests information about a payday advance, it made sense to not only return the payday advance policy, but also include a form where the employee could actually request the advance,” she says.

The organization has also gained cost efficiencies by being able to streamline low-level functions and automate HR processes using Dynamics 365.

“We can easily say that we have put the foundational system in place that we can now build on as part of our HR automation journey,” notes Sree.

“Of course there is still a lot to unpack. Analyzing these factors helps us appreciate the unique dynamics that have transformed into today’s reality. With that in mind, we’re asking our young leaders for their fresh perspectives on what the future of HR technology means for them.”

WaterNSW wants to build an HR model that gives its leaders the tools they need to be more effective and provides employees with a more satisfying experience.

“We want to introduce more self-service capabilities by building in artificial intelligence and incorporating robotic process automation where possible,” says Sree.

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