Outcomes Case Study

Streamlining HR processes

Harnessing HR Service Delivery, Workplace Service Delivery, and IT Service Management services for a large U.S. federal agency

IT Service Management Workplace Service Delivery HR Service Delivery
The Challenge

Rethinking an outdated onboarding process

A U.S. federal agency was using an onboarding and employee search system that had reached its end-of-life. The agency needed to find a new tool to comply with the 2018 BUILD act and improve employee experience —preferably one built for long-term use, and one that could handle different employment types as well as its detailed, predetermined onboarding and offboarding processes.


Applying HR, Workplace, and IT Service Management modules to drive automation and efficiency

Intact approaches platform systems differently. Intact, for the first time in the industry, leveraged ServiceNow’s HR Service Delivery (HRSD), Workplace Service Delivery (WSD), and IT Service Management (ITSM) services to create an integrated, consistent, easy-to-use platform that crossed departmental boundaries. 

Our solutions are: 

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

  1. Compliance with the BUILD act to improve HR systems and processes. 
  2. Improve employee experience through a centralized system.  

Focused on people | We worked with over 10 different stakeholder groups to understand their specific needs. We educated them on the ServiceNow onboarding capabilities, and we built a communications and training plan to ensure user adoption and executive buy-in. 

Designed to scale | We designed repeatable and scalable processes that brought 68 different tasks into a single streamlined onboarding workflow. We implemented an innovative, never-seen solution to respond to the customer’s specific needs, and leveraged best-in-class technology and integrations focused on delivering incremental value to help move the agency ahead. 

Built to last | We 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 resume what was built and accelerate time to value.


A reimagined environment where everyone is on the same page—from Day 1

The solution consolidated and streamlined access to important onboarding and offboarding resources and information that met employees’ servicing needs—regardless of department or job type. The Intact team enabled an intuitive, user-friendly, new system that automatically provides visibility into the onboarding process, automates task notifications, and leverages templates for a more consistent employee experience. 

Intact’s implementation of the ServiceNow platform ensured everyone is aligned and better prepared to help incoming and outgoing employees have a streamlined and stress-free experience. 

This project enabled the following for the client: 

Early onboarding process – Access to an order guide for new employee supervisors to request system access, office assignments, laptop orders, and more, before employees’ first day of employment.

A one-stop shop for stakeholders – Employee supervisors can check onboarding statuses and all tasks assigned to their groups through the HR agent Workspace.

Efficiency through automation – Target flows by employee type to efficiently create and allocate tasks.

Consistency across new hire experience – Leverage HR Task Templates and notifications to interact with employees.

Connection and collaboration – 10 stakeholder groups connected through one workflow to accelerate onboarding.


“I have worked at several federal agencies who have tried unsuccessfully for years to build and deploy an Onboarding and Offboarding tool. Because we had the right tool, ServiceNow, and the right partner, Intact, we were able to create an amazing platform that gives us transparency and accountability in a way I never expected. Our new employees are able to complete their onboarding tasks so they are fully operational in about a week, and our Onboarding Team is ready to focus on the next round of new employees.”

HR Information Systems