Employee Experience for Public Sector

Public servants often struggle with disconnected help systems for HR or IT issues. Employee service features solve this by integrating data from existing HR systems, centralizing resources.

The system unifies and automates service requests across IT, HR, and facilities. Employees can capture and track all operational cases from a single location, the Employee Workspace, where they see real-time status updates for all help tickets. This digital approach eliminates manual processes, increasing case resolution by 23% and decreasing support costs by 20%. Faster issue resolution allows staff to focus on their mission duties.

Next: Click on “More…” then “3. Deliver Knowledge Instantly”

Public servants are frustrated when knowledge is hidden in separate, siloed systems. Centralizing knowledge resolves this by bringing all resources and support channels into one smart experience.

Employees can use a global search to quickly find answers across open cases and knowledge articles. For detailed support, they interact with an Employee Concierge Bot. This 24/7 digital self-service increases case resolution by 23%. By simplifying information access, employees save time and focus more on mission success, helping agencies manage their workforce efficiently.

Next: Click on “More…” then “4. Convert Paper Processes to Digital Forms”

Public sector organizations often rely on complex, paper-based administrative tasks, slowing operations. Moving these functions to a digital format removes manual steps and automates data capture and form generation.

Tasks like personnel requests or background checks become simple, guided digital steps. Any required government form, from budgeting to contracting, can be digitized.

For example, our employee, Eva, needs a name change. From her Employee Workspace, the digital Data Change request guides her through the process, dynamically showing only relevant fields. This focus on digital forms helps employees quickly handle complex functions or life events, letting them focus on mission success.

Next: Click on “More…” then “5. Secure Health and Safety Protocols”

Public service agencies must maintain a healthy, safe workforce. The Health Verification hub helps agencies manage complex operations and assess workplace risk from one location.

The system tracks employee health and wellbeing, regardless of work location, using integrated reporting and digital flows. For example, it easily captures COVID test results and vaccine certifications. Employees complete these actions from the Employee Workspace.

Beyond current health, the platform manages training and occupational certifications. It automatically assigns required tasks like fitness tests, ensuring agencies have a complete view of employee capabilities and workforce readiness for future missions.

Next: Click on “More…” then “6. Accelerate Team Support Services”

Public service employees need fast support across all topics. Moving away from siloed help desks is key. You can implement faster services using a single, connected hub for support teams.

This hub gives agents a unified view of an employee's requests, covering IT, HR, and facilities. Agents process requests from an informed dashboard showing all case information and knowledge articles on one screen. This approach improves collaboration and allows staff to focus on high-priority issues. Agencies report a 23% increase in case resolution and a 20% decrease in support costs, keeping employees focused on their mission.

Next: Click on “More…” then “7. Build Custom Experiences Quickly”

Public servants expect seamless digital tools. Organizations must shift to an employee-centric experience. You can rapidly launch a tailored mobile employee experience using the Salesforce Platform's capabilities.

This approach achieves fast results using low-code, no-code tools like Experience Cloud to build digital experiences. HR professionals can quickly adjust processes for promotions or parental leave. You can also deliver personalized content using Salesforce CMS by segmenting the employee audience. Ultimately, this transforms manual processes into automated, user-friendly experiences.

Next: Click on “More…” then “8. Elevate IT Support Capabilities”

IT support must be quick and convenient for public service employees. The system delivers omnichannel support to keep devices up-to-date and secure, raising employee satisfaction.

IT teams work from a unified agent console, proactively resolving incidents with real-time asset visibility. Powerful built-in reporting is included. Automation of minor requests reduces the IT team's cost to serve, letting staff focus on higher priority issues and decreasing the backlog of tickets. This modern approach prevents delays caused by technology problems.