Department of Education Tasmania comply with TAHO regulations by automatically capturing HR requests from ServiceNow into Content Manager

About the Department

The Department of Education (DoE) is responsible for providing educational services to students from a young age. There is no defined age limit because we believe in and are responsible for educational services that enable all Tasmanians to learn, regardless of their age, background or where they live.

The Solution

The FYB Service2CM captures information from ServiceNow into Micro Focus Content Manager.

Challenges

• The Human Resources (HR) business unit was using multiple mailboxes as a workflow which was difficult to actively and accurately monitor the requests, their status and measure the workload
• At peak times of the year they could receive between 500–700 email requests a day
• A solution was required to move from an email based workflow to a ticketing system (ServiceNow)
• Being HR, there was a focus on privacy, security and the retention of requests using an EDRMS

Benefits

Using FYB Service2CM has:

• Reduced the number of requests with improved tracking and capturing of the requests
• Enabled clients to receive a full copy of their issue and its updates whilst all information is seamlessly captured into Content Manager
• Adhere with TAHO regulations through the capture and management of records in Content Manager
• Provided a simple solution requiring minimal training
   

“HR Operator confidence levels have soared and there has been a greater volume of team members voluntarily picking up additional work,” said McLaren Burgoyne, Manager, Project Management Office, Department of Education Tasmania.

See how seamlessly the FYB Service2CM connector can integrate ServiceNow with Content Manager. Contact FYB today for more information on the FYB Service2CM or to organise a demonstration for your organisation.

Image credit: ©stock.adobe.com/au/peshkova