The session resonated with attendees, who filled the session room to hear more about the Erie Insurance journey.
“I’m always looking for ways to help our team automate workflow processes across intake forms that we have on the portal. We have a lot of repeatable processes, and they’re spread across 2,000 forms,” said Jason Millwood, a ServiceNow developer for Express Scripts.
Identify Repeatable Processes to Design Automated Patterns
There are criteria that make certain workflows better candidates as the starting point for automation in an organization.
“Don’t start with something you’re not familiar with,” Espin said. “Start with something you know, so that you can build a better pattern and build it in a reusable way.”
The duo spoke about the importance of repeatability. “If we just did something very similar to that, why are we redoing it?” Ernst asked. “How can we design it in a way that we just reapply it?”
The company’s first automated workflow pattern, renewing admin rights for employees, took 210 days to build and roll out. The second, permitting the use of removable media, took 60 days. The third was a more complex build than the original workflow’s design. The team designed a pattern that allowed employees to request access to restricted websites. It was created in 45 days.
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Ernst mentioned that the patterns a company is designing should also be simple, standards-based and data-focused. IT admins should also choose workflows that demand large amounts of employees’ time for simple tasks.
“ServiceNow is very powerful,” he added. “There’s a lot of capability in the platform. Instead of having humans do this action, why don’t you let the platform do those things?”
Automate to Improve Employee Experiences and Efficiency
The Erie Insurance team used its first pattern as an example, walking Knowledge 2023 attendees through the old system for renewing admin rights and comparing it to the current automated workflow.