Leveraging the Technology that Drives People-Centric HR Transformation

Executive Summary 

On the surface, federal employees may view Human Resources mainly for its administrative function—recruiting, hiring, and managing benefits, among the many important tasks. Examining its role more deeply, however, HR isn’t just about onboarding and compensation. At its core, HR is the lifeline of an organization. It bridges the gap between uncertainty and certainty for employees. In partnership with managers and supervisors, HR professionals create a stable environment where employees feel secure, valued, and empowered to activate their full potential—a prerequisite for organizational mission success.

Today, in the face of seismic labor market shifts, the strengths and limits of an organization’s HR function will be further put to the test. This year alone, roughly 4.1 million Americans will turn 65, marking the largest surge of retirement-age individuals we’ve ever seen. This wave of retirements puts immense pressure on federal HR departments to address an anticipated talent shortage. Because while leaders in the private sector have been preparing for this shift by implementing new practices and technology that enhance the employee experience, the public sector has lagged behind. 

For those of us who have worked in the federal space as long as I have, you understand the challenges that HR departments must overcome when advocating for modernization. We must account for issues that are unique to the federal environment, such as navigating funding cycles that often disrupt long-term planning, and adhering to specific workforce rules and regulations that can sometimes be limiting.

Given these challenges, it’s no wonder that government agencies struggle to keep pace. As a result, many agencies still rely on traditional methods of HR where processes are often inefficient and outdated. Critical tasks like onboarding are often siloed, causing delays and a lack of cohesion as multiple departments operate within their own systems and timelines. And functions like data entry into human capital management systems and the security clearance process are bogged down by manual, error-prone processes. 

This way of doing things detracts from HR’s ability to focus on strategic initiatives. It also fails to meet the expectations of a modern workforce that values efficiency and transparency. 

It’s not just the digital native generations that expect modern efficiencies. Think about how we as consumers interact online, where our purchases can be tracked in real-time. On our app, we can see when our wireless earbuds have shipped and when they’re on route, and we can see when the food we ordered will be delivered and when the driver is on the way. In the same vein, federal employees could benefit from real-time visibility into their HR requests, and managers from seeing the status of their hiring actions, enhancing satisfaction and reducing uncertainty.  

The stakes are high. A recent report from the McChrystal Group calls this talent crisis one of America’s greatest threats. The challenge lies in attracting and retaining the next generation of workers, who are more diverse and seek purpose-driven careers. These younger workers are also tech-savvy and expect modern, efficient processes that align with their values and lifestyle.

Getting these processes right is critical, not only for employees but also for the success of each agency—and the nation. With Millennials and Generation Z seeking careers that offer opportunities for growth and impact, traditional HR models designed for previous generations are failing to meet these expectations. This talent crisis not only affects the government’s ability to innovate, it has the potential to disrupt the critical missions that keep Americans safe and secure.

The Opportunity for Federal Agency Leaders

At Intact, we’ve seen first-hand the pivotal role technology can play in enhancing the employee experience and creating organizational efficiency. By harnessing this technology, Chief Human Capital Officers (CHCOs) have the opportunity to redefine federal HR. 

Implementing modern HR technologies can empower employees through self-service platforms; connect siloed workflows to boost productivity; and enable data-informed decision-making. These enhancements not only increase employee satisfaction and engagement at every level, but also lead to a dramatic increase in data transparency and reduction in HR technology and time expenditures.  

As a ServiceNow Elite Partner, Intact has collaborated with multiple federal agencies to design and execute HR modernization projects that put people first. Based on our experience and expertise in understanding the public sector’s unique needs, this paper will demonstrate how technology can attract and retain top talent by enhancing transparency and communication, streamlining processes, and increasing efficiency within these organizations. 

Achieving these goals requires:

• Strategic planning: Aligning on the north star outcomes is critical to your organization’s success. Because it’s not just about implementing new tools—it’s about understanding how these tools can achieve your organization’s goals and priorities. This also allows for the intelligent use of out-of-the-box HR technology, which is more efficient and easier to evolve in the long run.  
• Stakeholder engagement: Involving your people in the development of solutions, engaging them in working through challenges, and asking how they envision utilizing the platform. This may also require a cultural shift, given that bringing in new technologies can be met with anxiety and even fear. This is why leaders must help folks get on board by using adaptive leadership and keeping a pulse on how people are responding to new inputs.
• An iterative approach: Being nimble is cost-efficient and can help with employee buy-in. You don’t have to implement everything at once—you can phase it in and collect necessary feedback that can lead to even better outcomes.
• A process for continuous evolution: Ensuring ongoing enhancements and optimizations based on real-world use and feedback—so that the technology evolves with the organization, and helps the organization take on new capabilities.

Adopting this approach is essential for agencies. It’s the only way your organization can attract the best talent, engage and empower its current workforce, and ultimately achieve its mission.

Empowering Employees at Every Level  

HR’s role in the federal government is critical for achieving mission success. As the McChrystal Group report aptly highlights, “The federal workforce is America’s most strategic asset.” These employees include FEMA coordinators who manage our response to hurricanes and wildfires, TSA agents who safeguard our airports, VA healthcare professionals who provide essential services to our veterans, and USDA inspectors who ensure the safety of our nation’s food. 

Each role, supported by effective HR practices, contributes significantly to keeping America safer and more secure, showcasing the profound and often unrecognized impact of federal HR management.

Agencies can integrate AI-driven technologies to automate processes like payroll, benefits administration, and compliance reporting. This reduces the likelihood of human error and significantly speeds up operations, leading to faster response times. Agencies can also provide employees better access to relevant information and features via self-service portals. This increases employee autonomy, management, and satisfaction, while simultaneously allowing HR to reallocate that saved time to matters that require deep technical expertise.         

Take the onboarding process: automating the initial setup and training schedules ensures that new hires are quickly and effectively integrated into the agency, with all necessary access rights and equipment ready from day one. In this scenario, an HR specialist initiates a single request that then kicks off a series of assignments to the various departments—including IT and facilities—so that the new employee’s computer, email account, necessary software, and necessary office equipment (whether onsite or offsite) are all arranged ahead of the employee’s start date. 

Additionally, a self-service portal can guide new hires through essential paperwork, policy acknowledgements, and training modules, allowing them to hit the ground running without the usual delays and administrative burdens. Instead of manually requesting all the individual items and resources for new hires, HR specialists can focus on enhancing employee engagement and personalizing the onboarding experience. Instead of guessing where to find crucial information, new hires and employees can access their self-service portals to view their employment status, benefits, and training progress.

Intact recently implemented this portal at a major agency and measured significant change. Within 45 days, employees were able to accomplish 80% of their HR actions through self service—a far cry from the 12% before the portal. That’s enablement.

Here’s how automation can empower employees at various functions and levels:

For HR professionals: Automation tools break down silos and increase collaboration by streamlining workflows and centralizing information. This setup improves process oversight and enhances the overall strategic capacity of the HR department.

For leadership: Advanced analytics provided by automated systems offer leadership a comprehensive view of workforce data, enabling better-informed decisions regarding workforce planning and policy development.

For managers and supervisors: Automation aids in managing team dynamics and performance. Tools like automated training schedules and performance tracking help managers ensure that all team members are developing the necessary skills to meet their objectives.

For existing employees: Modern HR systems offer employees self-service portals where they can manage their personal information, access HR services, and track the status of their requests in real-time—much like tracking a delivery online. This visibility not only empowers employees but also fosters a culture of trust and accountability within the agency.

For new employees: Automated onboarding processes ensure that new hires have a smooth transition, with immediate access to all necessary tools and information, setting a positive tone for their journey within the agency.

Technology that creates efficiencies and enables more transparency and accessibility transforms the HR department from a traditional administrative function into a strategic partner capable of driving federal agencies forward in a competitive, rapidly changing world. 

As we continue to face a government-wide push for efficiency and effectiveness, the role of technology in HR modernization becomes increasingly crucial, paving the way for more agile, responsive, and strategically focused HR practices.

Case Study: Implementing a People-First Approach at a Major Federal Agency 

Background and Challenge

A large U.S. federal agency, supporting nearly 90,000 employees, faced significant challenges due to disconnected and manual HR processes across multiple departments. These inefficiencies not only led to increased costs and time but also adversely affected the employee experience. With an anticipated significant influx of new staff, the agency required a modernized, unified platform to improve service delivery and create a frictionless user experience.

The agency struggled with siloed HR processes that crossed multiple departments, as well as duplicative systems resulting in unnecessary costs and other manual tasks, like email approvals and paper-based processing. These outdated systems were leading to delays and increased error rates.

Solution

To address these issues, Intact implemented two new ServiceNow modules: HR Service Delivery (HRSD) and Workplace Service Delivery (WSD), integrated with existing IT Service Management (ITSM) capabilities. This integration made the agency the first large U.S. federal agency to automate workflows across these three crucial modules.

Approach

Intact’s implementation approach included:

• Outcome alignment: The agency’s goals were to improve the employee experience and reduce wasted resources. Intact aligned the solution to these drivers.
• People focus: The primary focus was on enhancing the employee experience, guiding the project’s direction. A robust adoption plan, including training, supported the transition to the new capabilities.
• Scalable design: The solution was designed to evolve with the organization’s needs, ensuring sustainability.
• Sustainable platform: Utilizing native platform capabilities with minimal custom code ensured the system was easy to upgrade and enhance, paving the way for standardization and reuse.

Results

The implementation and integration of HRSD, WSD, and ITSM modules transformed the agency’s HR operations by:

• Empowering employees through automation and self-service capabilities.
• Connecting previously siloed workflows, which eliminated manual efforts and provided new levels of visibility.
• Introducing 286 new services accessible through the employee portal within just seven months, which was a record in both speed and scale.
• Anticipating cost savings of $150 million over 10 years due to reduced reliance on legacy systems, improved productivity, and due to the fixed-price nature of Intact’s model.

Throughout the project, Intact emphasized the importance of involving employees in the solution development and change management processes. Comprehensive training, communication, and organizational change management ensured that employees were supported throughout their adoption journey, from understanding the changes to realizing the benefits of the new system.

The agency’s Human Capital Office told us how this technology improved HR’s ability to access and organize different case types more easily: “The power of information at their fingertips allows for improved HR productivity and much higher customer satisfaction scores.” 

This successful implementation is a testament to how technology, when strategically applied with a focus on people, can dramatically transform HR operations. The project not only improved the efficiency and effectiveness of HR processes but also significantly enhanced the employee experience, setting a new standard for how federal agencies can leverage technology to meet their strategic goals.

Best Practices for Deployment 

As witnessed in the above case study, integrating the right technology is more than just a valuable upgrade. It helps transform organizational culture and workflows to better meet the challenges of today’s dynamic environment. 

By following these four best practices, federal agencies can ensure that their technology implementations drive real value, supporting their missions more effectively and preparing them for the challenges of the future.

Align the technology with your organizational goals and your stakeholders’ needs. To facilitate this alignment with the agencies we work with, Intact conducts workshops and interactive sessions that bring various stakeholders together to discuss and refine their expectations and needs. These sessions are vital for uncovering not only the spoken but also the unspoken needs and interests, which can vary greatly and change over time. They are also important in exploring each platform’s existing capabilities so agencies can minimize unnecessary customization and leverage built-in features. This approach ensures that the technology is scalable and capable of evolving smoothly with the organization over time, and not a Frankenstein of mismatched components.

Cultivate buy-in and collaboration. It’s essential for agencies to involve a broad range of stakeholders, from top management to everyday users, in the planning and implementation process. This engagement helps to ensure that the tools and processes are well-suited to the needs of those who will use them most. Techniques such as workshops and feedback sessions can be invaluable in building buy-in and fostering a sense of ownership among all participants.

Adopt an iterative approach. Instead of a massive, all-at-once rollout, agencies should consider phased deployments and pilot programs among a sample population of people that represent the larger whole. Intact is an advocate of the agile approach, which allows for continuous improvement and the gradual introduction of new systems. This helps to mitigate resistance, allows time for adjustment, and provides opportunities to gather and integrate feedback into subsequent phases. Each phase of the rollout can be evaluated based on specific criteria, making it easier to tweak and improve the process as it unfolds.

Post-implementation, focus on ongoing optimization. To cultivate a culture of continuous improvement, prioritize regular reviews and rapid updates. These quick wins are essential for demonstrating the immediate benefits of the new systems, helping to solidify buy-in from all stakeholders—employees and leadership alike. Seeing tangible improvements and understanding the forward momentum encourages everyone to engage more deeply and collaborate more effectively towards shared objectives.

Technology Puts People First

At Intact, we believe that technology doesn’t make outcomes happen, people do. Just as HR helps employees achieve their full potential, technology, when deployed strategically and utilized by dedicated and skilled personnel, helps an organization realize its full potential. By automating routine and time-consuming tasks, technology actually places people first, enhancing the human experience by freeing up time and resources and enabling a layer of transparency and accessibility never experienced before. 

Technology serves as a pivotal ally in transforming HR from a traditional administrative role into a strategic cornerstone of federal agencies. Employees are no longer bogged down by opaque processes and outdated systems; instead, they enjoy clarity and ease in their interactions, fostering a culture of trust and responsiveness.

Making these necessary investments is critical in a competitive, rapidly changing world—where organizations have an imperative to attract and retain top talent in order to achieve their critical missions. The stakes are high and the work must start now.