Spectrum Health delivers over $550 million in community benefits annually through extensive health services, education and research programs, infrastructure investments, innovation, community partnerships, and care for vulnerable members.
Maximizing Value and Impact
Spectrum Health aimed to enable easy access to IT and HR services, empowering healthcare professionals to spend more time with patients. In 2018, it faced challenges with over 27 individual systems forming its enterprise resource planning ecosystem, some of which were over 20 years old. Additionally, multiple systems in the service management space caused a disjointed and inefficient experience. HR services also faced difficulties, leading to confusion and conflicting answers for employees seeking support.
Maximizing Time with Patients
Spectrum Health decided to replace disconnected legacy technologies with a single, consolidated ERP platform, Workday, integrated with ServiceNow’s IT and HR Service Delivery systems. The transformational program aimed to unlock new, efficient, and productive ways of working, enhancing the employee experience across IT and HR services.
Taking Away the Pain
Director of Enterprise Service Delivery, Burton Smith, emphasized that transformation, not migration, was key, with a focus on removing the pain of using legacy systems. Guiding principles included the 20:80 rule, where 80% of the solution was out-of-the-box, and putting the team member experience at the heart of the transformation. Spectrum Health deployed new ServiceNow technologies in a phased program, starting with IT Service Management, Software Asset Management, and Governance, Risk, and Compliance solutions. This foundational phase ensured an understanding of the Common Services Data Model (CSDM) and Configuration Management Database (CMDB), essential for subsequent business capabilities.
On Time, On Budget
Phase one elements, including incident, change, knowledge, and configuration management, were delivered on time and on budget despite COVID-19 complexities. Phase two implemented ServiceNow HR Service Delivery with a bespoke HR service center for physicians, field staff, and other employees, integrating with Workday. This provided unified mobile access and self-service opportunities such as Virtual Agent, essential in the 24/7 healthcare environment.
Self-Service Rapidly Increasing
By summer 2021, 97% of Spectrum Health staff accessed IT and HR services on the integrated platform, featuring 10,000 knowledge articles and a 70,000-item service catalog. Self-service rates were already at 15% and rapidly increasing. Data and analytics provided business-critical insights, informing service improvements across IT and HR. The transparency of the platform enabled instant support, such as community clinics knowing when equipment would be delivered, enhancing patient care.
Empowering People
Joel Gontjes highlighted the importance of partnership with KPMG in delivering the transformational project. KPMG, ServiceNow Americas Transformation Partner of the Year in 2020, coordinated complex elements to maximize value and impact. Spectrum Health distributed platform ownership to empower people, enhancing efficiency in managing processes and products.
Digital transformation is driven by technology but realized by people, as explained by Senior Director of HR Technology, Teresa Nelson. The change management focused on personal experience and new ways of working, while the guiding principles and governance helped realize the value of ServiceNow and Workday. These strategic platforms positioned Spectrum Health for long-term success, allowing care for patients, colleagues, and communities.
