State Healthcare Facility Managing Vaccination Status for New Hires with ServiceNow

New COVID-19 Requirements Affecting Hiring Processes

After a new enterprise policy at this healthcare organization went into effect requiring employee vaccination against COVID-19 (or proof of an approved declination), this company had less than two weeks to adjust their hiring process to ensure new hires met this new requirement. Having already begun their ServiceNow roadmap, this organization was confident that the Now platform was the right place to solve this challenge.

While the client already had a solution in place to track proof of vaccination for existing employees, they needed a tool that would accommodate users (like new hires) who were not yet in their Active Directory for team members.

7 Day Sprint to a Solution

Upon learning of the new requirements, this client team quickly reached out to their existing contacts at Acorio on a Friday afternoon to discuss potential solutions within their current environment.

By Monday morning, the project’s Engagement Manager at Acorio already assigned a team of technical consultants to the project, who began gathering requirements with the client team the following day. Three days later, they had a drafted solution built with a final solution complete the next week. In short, Acorio stepped up and delivered a testable product in less than 7 business days.

Tracking New Hire Vaccination Status Without ServiceNow HR

Typically, this type of project work would take place in ServiceNow’s HR Onboarding module by adding a question about vaccine status on a required form or assigning an employee task. But without the ServiceNow HR module in place, this client needed the Acorio team to find a work-around. As a result, our team provided a solution within ServiceNow ITSM via catalog with inbound email actions for new hires.

The provided solution pulls PII data for new hire vaccination status by including a form request in the email body, which then gets assigned to an HR resource. This makes it so that new hires can quickly submit the necessary forms via email without being in the organization’s internal directory yet.

Key Takeaways for a Successful Implementation

The Acorio and client teams came together to quickly pull this project together. Ongoing communication and a strong client partnership were crucial to the project’s success. These two components enabled the Acorio Delivery Manager to leave a conversation with the client team executive sponsor and return two weeks later having converted a nebulous idea into a solution in production.

Clear requirements were another integral success factor for delivering the solution on such a condensed timeline. The client’s specific stipulations for what they needed made it easy for our internal team to visualize a solution, thereby streamlining requirement gathering and solution planning.

Future ServiceNow Plans

As an existing Acorio client, this healthcare group is in the midst of deploying Discovery with plans to implement Service Mapping shortly thereafter. They already have ITSM in place, including Problem, Major Incident Management, and Service Catalog. We are also working with their team to provide an overall ServiceNow guidance program focused on (re)implementing what they own today and bring the organization back in alignment with ServiceNow’s out of the box functionality. Lastly, we’re currently in the midst of an implementation of GRC, Vulnerability response, and Security Incident Response as well.

With a strong platform foundation and an expanded vision for the future, this client is making key moves to adopt ServiceNow as their go-to enterprise tool. Having enough successes within their organization, this client now views ServiceNow as a first stop to solve their problems, as demonstrated by this unforeseen project.

Charging Ahead and Caring for Employees

With its newly streamlined onboarding process for new hires, this state healthcare group can determine candidates’ vaccine status without being overly intrusive into their personal lives.

With the help of Acorio, they were able to quickly adjust their hiring processes to account for this new requirement. This healthcare facility is now enabled to manage the intake and repository of new hire vaccination or declination records via email, leaving their HR team available to focus on better serving new hires and existing employees alike.