SITUATION
Thousands of workers, hundreds of sites — one major HR transformation
With hundreds of thousands of employees at hundreds of sites across many states, thousands of contingent workers, and a mix of union and non-union labor, replacing the HR solution was going to be a huge undertaking. The objectives were clear — implement an enterprise-wide system that would support sustainable growth; increase agility and profitability; standardize business functions; and create a differentiated workforce experience. And so were the challenges. The majority of HR transactions were managed regionally and many processes lacked up-to-date documentation. Policies and procedures were in play for dozens of different unions with more than 50 active contracts in place. Employee data was analyzed through more than 1,000 separate reports. A large proportion of HR transactions required customization. Connecting the organization’s HR computer systems required hundreds of different interfaces. The transformation journey was going to be long and complex.
SOLUTION
Transforming HR to support growth, complexity and care delivery
A large project calls for a big vision and an expansive team. PwC had helped the client with a few smaller projects and were ready to explore together how our HR solution could help the organization achieve its goals for an HR transformation. More than a dozen PwC professionals with expertise in HR solutions, the healthcare industry, digital technologies, audit, tax and people analytics met with a large, diverse client team. Through a dynamic BXT (Business-Experience-Technology) interactive presentation, the team shared their perspective on the client’s unique challenges and were invited to manage the overall business transformation program (five projects in all) and to help design and implement replacement of the HR solution — the talent management program and Oracle Cloud transformation — from strategy through execution.
Working closely with the organization’s Chief Human Resources Officer (CHRO), and the Senior Vice Presidents of HR and IT on the HR replacement solution, PwC began by refining the business objectives. Together, the teams established guiding principles with specific targets against which to track and measure success. PwC specialists in labor relations helped identify opportunities to standardize and harmonize disparate policies and to redesign third-party labor contract management process. Assurance process and security control teams assisted in configuring the digital systems to enable compliance. Leveraging PwC’s experience with Oracle Cloud, the group worked closely with Oracle teams to co-develop customized components for the solution to meet the organization’s complex needs. An organizational readiness assessment allowed us to develop and implement a comprehensive change management strategy, complete with a communications plan and training activities, to support new ways of working with the transition to the Oracle Cloud solution.
RESULTS
Simpler systems. Stronger workforce.
The new Oracle Cloud HR platform has transformed how the organization supports its workforce. Forty disconnected systems were replaced with one unified solution — improving access, reliability and oversight across more than 1,000 sites. Nearly all HR policies and procedures (95%) are now standardized, making it easier to manage labor agreements and streamline operations.
Employees now complete 95% of HR transactions through self-service tools, available anytime, on any device. Customization has dropped to just 3% of overall activity, reducing manual work and complexity. Integrated data now flows across the employee lifecycle, enabling faster decisions and more strategic workforce planning.
With 75% of HR activity handled through shared services, the organization is operating with more agility, lower costs and a stronger foundation for future growth.
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“Maintaining a focus on the ‘human’ in Human Resources is important in a large transformation journey — from building strong relationships among the teams who will bring the project to life to considering the impact on the current and future workforce. Leveraging our experience with Oracle Cloud, as well as in change management, we helped support our client’s holistic approach to human capital management.”
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