Crown Prosecution Service decreases service tickets with Oracle Guided Learning
The public agency streamlines communications to employees and increases HR data accuracy with Oracle Guided Learning.
“Oracle Guided Learning has had a really positive effect on our ticket numbers. Over 95% of the organization successfully added the state funeral leave adjustment correctly, which has helped with data cleanliness as well.”
Business challenges
The Crown Prosecution Service (CPS) is the principal public agency for conducting criminal prosecutions in England and Wales, with more than 7,000 employees. Its main responsibility is to provide legal advice to police and other investigative agencies during the course of criminal investigations and to conduct prosecutions on behalf of the Crown in the magistrates' court and the Crown Court.
CPS adopted Oracle Fusion Cloud Human Capital Management (HCM) as the main HR platform for its operations, going live in December 2019. During the transition, CPS found that there was an increased need for education and training on the new system. The organization also found that many employees were not entering records in the right place, resulting in data duplications, reporting inconsistencies, rework, and a steady flow of service tickets. CPS wanted to find a means to improve the user experience with Oracle Fusion Cloud HCM and embrace an employee self-service model to help optimize the workload on its core HR teams.
Why Crown Prosecution Service chose Oracle
CPS found that Oracle Guided Learning could provide an interactive training experience for employees without a significant uptick in the need for resources to manage the process. The organization could manage the project in-house, incorporating Oracle Guided Learning into its standard business activities. CPS also found Oracle Guided Learning simple to use and deploy.
Oracle Guided Learning would also give CPS the control to architect and customize guide types, allowing the organization to create content more easily and customize how it’s deployed and displayed in the system based on user needs. Oracle Guided Learning could also be aligned to the company's branding to build a sense of familiarity and commonality to users.
Results
With Oracle Guided Learning, CPS gave users the guidance they asked for, within the flow of their work, and helped ensure that all employees were aware of how to seek help when they needed it. Whenever teams provide instructions to their employees on various initiatives, they embed a direct link to Oracle Fusion Cloud HCM, which helps employees understand how to open a guide to assist them through the process.
CPS applied customizations for processes such as employee absences, using a variety of guides, smart tips, and messages to elevate the self-help experience. Because these resources were embedded within workflows, data accuracy increased significantly, helping CPS save time in reconciling and reporting. Oracle Guided Learning also helped CPS decrease the number of service tickets. The organization found that Oracle Guided Learning attributed to a significant reduction in service ticket volume across a 12-month period.
Upon the passing of Her Majesty Queen Elizabeth II and the subsequent national holiday, CPS needed to apply a one-off adjustment to employee timecards. Many users were asked to follow specific actions to complete this adjustment and submit their leave. With the use of Oracle Guided Learning's guides and in-application messages, 95% of the organization was able to complete this action accurately within the desired period.
About the customer
Serving England and Wales, Crown Prosecution Service is the organization that decides which cases should be prosecuted and what the appropriate charges are in more serious or complex cases. It advises the police during the early stages of investigations, prepares cases, and presents them at court. The organization also provides information and support to victims and prosecution witnesses.