Measured outcomes
41,000 educators on unified Employee Center
Substitute-teacher fill rate +14 points
HR ticket cycle time down 56%
Educator NPS +12 points (year 1)
The district’s 41,000 educators (across 320 schools) had no consistent way to reach IT or HR. Each school had its own informal practice. Substitute-teacher dispatch was email + phone. The Superintendent wanted a unified employee experience layer.
ServiceNow ITSM + HRSD as the unified service layer. School-by-school onboarding with local “champions” trained. Substitute-teacher dispatch workflow. Mobile-first (most educators don’t use desktop in their day). Integration to PeopleSoft + Skyward for source-of-truth data.
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