{"id":354,"date":"2020-06-04T15:35:06","date_gmt":"2020-06-04T14:35:06","guid":{"rendered":"http:\/\/www.intelligentcio.com\/north-america\/?p=354"},"modified":"2020-06-04T15:35:47","modified_gmt":"2020-06-04T14:35:47","slug":"calgary-catholic-school-district-increases-focus-on-student-success-with-servicenow","status":"publish","type":"post","link":"https:\/\/www.intelligentcio.com\/north-america\/2020\/06\/04\/calgary-catholic-school-district-increases-focus-on-student-success-with-servicenow\/","title":{"rendered":"Calgary Catholic School District increases focus on student success with ServiceNow"},"content":{"rendered":"\n

CCSD doesn\u2019t want to waste its teachers\u2019 valuable time on mind-numbing administrative work<\/strong><\/p>\n\n\n\n

Calgary Catholic School District (CCSD) and its 5,600 employees are committed to the success of their students. That commitment is underpinned by a culture of creativity and innovation, and it\u2019s driven by a shared vision of the future. As Andrea Urquhart, Director of Human Resources at CCSD, explains, \u201cIn education, people view their jobs as a vocation. They want to help people succeed-to put students on the path to a bright future.\u201d Dedicated teachers are at the heart of this mission. Their time is a precious commodity, fueling student learning and quality of education. Every minute spent on the phone or filling out forms is one less minute spent in the classroom.<\/p>\n\n\n\n

The district has created ASK, an intuitive self-service portal that saves teachers 2.5 hours a month<\/strong><\/p>\n\n\n\n

How is CCSD giving back teachers this time? By creating an intuitive, self-service portal where teachers can easily access the services they need. Powered by ServiceNow, this portal lets teachers and other staff quickly request a broad range of services and information dealing with human resources, IT, and facilities, with more areas of services on the way. The portal is the culmination of CCSD\u2019s shared service vision and journey, which is the result of close alignment and collaboration across CCSD\u2019s various service teams.<\/p>\n\n\n\n

John Schutte, Director of Information Technology at CCSD, explains how ASK has transformed service delivery at the district. \u201cTeachers used to spend about five hours every month requesting services and chasing down status. With ASK, we\u2019ve cut that by 50%. We\u2019re delivering services better and faster, which means our teachers and staff are happier and more productive. That translates directly into student success. And, we\u2019re seeing tremendous adoption. In fact, ASK handles 30% of requests completely automatically- there\u2019s no need for our services teams to get involved.\u201d<\/p>\n\n\n\n

By offering easy, self-service access for routine tasks, CCSD\u2019s business units now have time to provide personalised service where it matters <\/strong><\/p>\n\n\n\n

Does that mean that teachers now have to deal with an impersonal system rather than creating relationships with real people? Not at all, according to Andrea. \u201cPeople don\u2019t want to spend time on the phone asking for a password change or employment verification letter. They want the same fast and easy self-service they get in their personal lives. On the other hand, if they need a leave of absence because their child is very sick, they want a real person to give them compassionate help. By getting routine work out of the queue, we now have the time to provide high-touch services.\u201d<\/p>\n\n\n\n

CCSD has also automated its employee onboarding processes, empowering new teachers and making them feel part of the community<\/strong><\/p>\n\n\n\n

Beyond ASK, CCSD is also using ServiceNow to automate its employee onboarding processes. Andrea explains, \u201cWe onboard between 150 and 200 new teachers every year, in addition to other staff. We want to make sure they\u2019re productive as soon as possible. By automating onboarding, we ensure that everything\u2019s ready for them from day one. But it\u2019s more than that-we want them to feel that they\u2019re a part of our community. That\u2019s particularly important for new teachers, who onboard in December but don\u2019t join until they graduate in April. We use our onboarding solution to continue the conversation during this period, keeping them in the loop and letting them know we\u2019re looking forward to having them on board.\u201d<\/p>\n\n\n\n

By transforming service delivery, CCSD has also made life better for its service teams<\/strong><\/p>\n\n\n\n

ASK\u2019s workflow automation has also made things much easier for CCSD\u2019s service teams. John explains, \u201cOur student numbers are growing at 2.5% a year. We couldn\u2019t keep up using our existing paper processes. Just adding more people wasn\u2019t the answer. It wasn\u2019t just a budget issue-to achieve our vision, we needed to make things faster and easier for our teachers. That meant creating speed and efficiency with digitalisation, which we\u2019ve done.\u201d
Andrea agrees, \u201cBecause everything was manual, we had a very linear approach to our work. Sometimes it would take five to 10 business days to process things as they were passed from one team to the next. It was incredibly frustrating and meant that we just had too much work on our plate. Now, those sorts of delays are a thing of the past. It\u2019s been a really positive change. Our staff is much happier because it now has the tools to be creative and deliver exceptional service.\u201d<\/p>\n\n\n\n

By focusing on people-not just technology-CCSD has laid the groundwork for continued success<\/strong><\/p>\n\n\n\n

What lies behind CCSD\u2019s success? Of course, the right technology is important, but true success depends on people. John says, \u201cAll of our service teams parked their egos at the door and worked together to do the right thing for our stakeholders and our students. We didn\u2019t impose a solution. Instead, we found out what our employees actually needed and wanted. This included engaging them in the build process. And, we took the time to change processes where we needed to-there\u2019s no point in digitalising an awful process.\u201d<\/p>\n\n\n\n

Andrea also stresses the importance of managing change. \u201cChange can be big and scary, which is why we put a lot of effort into organisational change management. So, when the people on our team started to use the system, they found that it wasn\u2019t nearly as difficult as they thought it would be. In fact, within two days, people were walking up and down the hallways saying how easy this is to use.\u201d<\/p>\n\n\n\n

CCSD is continuing to build momentum in its digitalisation journey with ServiceNow<\/strong><\/p>\n\n\n\n

According to John, there\u2019s huge demand to digitalise services. \u201cEverybody is chomping at the bit to be a part of this. It\u2019s overwhelming. They see that it works and that it\u2019s effective. Our transportation department is going live in the next few weeks, which is arguably the number one service we offer to students. For example, if a new student has special transportation requirements-say cab rides or a different bus-we\u2019ll be able to handle that automatically. Finance is next, and we\u2019re just starting to look at what we can do for supply management. We\u2019re also planning to consumerize school services and interactions for parents, giving them easy access to submit requests and get information.<\/p>\n\n\n\n

\u201cThe possibilities are almost unlimited. Within five years, our goal is to have virtually every customer-facing business unit on the Now Platform,\u201d concludes John.<\/p>\n","protected":false},"excerpt":{"rendered":"

CCSD doesn\u2019t want to waste its teachers\u2019 valuable time on mind-numbing administrative work Calgary Catholic School District (CCSD) and its 5,600 employees are committed to the success of their students. That commitment is underpinned by a culture of creativity and innovation, and it\u2019s driven by a shared vision of the future. As Andrea Urquhart, Director […]<\/p>\n","protected":false},"author":36,"featured_media":355,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[51,9,11,15,43],"tags":[238,237,239,85],"class_list":["post-354","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-canada","category-case-studies","category-cloud","category-education","category-top-stories","tag-andrea-urquhart","tag-calgary-catholic-school-district","tag-john-schutte","tag-servicenow"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts\/354","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/users\/36"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/comments?post=354"}],"version-history":[{"count":1,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts\/354\/revisions"}],"predecessor-version":[{"id":356,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts\/354\/revisions\/356"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/media\/355"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/media?parent=354"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/categories?post=354"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/tags?post=354"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}