Outcomes Case Study

Modernizing Employee Workflows in Record Time

Implementing HR Service Delivery (HRSD) and Workplace Service Delivery (WSD) for a major U.S. federal agency

Workplace Service Delivery HR Service Delivery
The Challenge

Overcoming silos between 87,000 U.S. federal agency employees

A large U.S. federal agency struggled to connect HR processes that cross multiple departments and support nearly 90,000 employees. The largely manual, disjointed processes were costing the agency money and time — and negatively impacting employee experience.

To address these challenges, and in anticipation of a significant influx of new staff, the agency needed a modernized, unified platform to better serve the growing number of employees.


Harnessing ServiceNow to quickly create interconnectedness

To modernize employee workflows, Intact implemented two new ServiceNow modules, HR Service Delivery (HRSD) and Workplace Service Delivery (WSD), and integrated them with the agency’s existing IT Service Management (ITSM) capabilities—enabling the customer to become the first large U.S. federal agency to connect automated workflows across the three modules.

Intact approaches implementations differently. Our solutions are: 

Aligned to outcomes | We worked with the customer to clearly understand the drivers behind the solution:

  1. Improve the employee experience.
  2. Reduce wasted time and resources to redirect them to more meaningful efforts.

Focused on people | The customer’s primary focus was on employee experience, which served as the driving force for the project. Intact needed to help the customer deliver seamless workflows across multiple departments with minimal impact to employees. We built a strong adoption plan that included training to support the adoption of the implemented capabilities.

Designed to scale | The initial implementation incorporated 286 services within the existing employee services portal, across 3 major modules, with the collaboration of 4 major departments in the agency. Scalability was key to ensure that all moving parts worked together and that additional employee services could continue to be added.

Built to last | Utilized out-of-the-box (OOB) capabilities with no or low code to ensure software upgradability and easy enhancements. This low-code/no-code approach positioned the agency to continue to standardize and reuse what was built to accelerate time to value.


Fastest federal government HR modernization ever

By leveraging the capabilities of the HRSD, WSD, and ITSM modules, the customer connected formerly siloed workflows, which eliminated manual efforts, enabled employees to track the progress of their requests, and provided new levels of visibility for teams. Notably, the project introduced a staggering 286 new services accessible through the employee portal. This one-stop shop empowers nearly 90,000 agency employees to easily access solutions, seek information, and submit and track requests. This is the primary enabler for the 70% employee growth at the agency that will occur over the next five years. 

With this project’s success, the agency is positioned to continue improving the experience of both its existing and future workforce. 

Because of this project, the customer has:

Saved time and money – The agency predicted cost savings of $150 million over a 10-year period due to the fixed-price nature of Intact’s model, the reduction of dozens of legacy systems, and the improved productivity of the team. 

Focused on the things that matter – The client has moved away from manually processing documents, and now proactively addresses questions and concerns while focusing on strategic efforts.

Identified further areas of improvement – Moving siloed work processes into one central system has revealed inefficiencies, duplication of efforts, and previously unknown gaps. In just five months, over 200 new improvements have been delivered. 

Improved security – Role-based access allows them to more simply control visibility to data and eases the burden of compliance.

Shifted perspective – Users within the agency now feel empowered to come to management with technological solutions to their business problems.


“This approach fostered buy-in from the stakeholders and greater levels of satisfaction with what is being delivered, now and in the future.” 

Project Manager
Federal Agency