Managing Employee Relations and Ethics & Compliance Cases with i-Sight

NTT Data

NTT Data Cuts Case Resolution Time, Improves Compliance and Reduces Risk with i-Sight Case Management Software

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NTT Data Case Study Snapshot

Headquartered in Tokyo, with business operations in more than 50 countries and regions, NTT Data provides IT services globally to a wide range of industries, from banking to government and healthcare to manufacturing. The 30-year-old company is one of the largest IT services organizations in the world, with $14.6 billion in revenue, 120,000 employees and a US headquarters in Plano, Texas.

The Challenge

The spreadsheet-based system used by the employee relations team at NTT Data was time-consuming, inaccurate and had limited capabilities.

  • The team was using a manual process that was slow and arduous.
  • One person was tracking and assigning employee relations cases, making response times slow.
  • Employee issues weren’t being addressed quickly and this was putting the company at risk.
  • The team couldn’t run reports to look for trends or issues occurring by organization or country.

The Solution

NTT Data needed a streamlined, efficient and effective system for tracking, investigating and reporting on performance management issues, violations of company policies and other employment-related issues. They needed:

  • A system that could also be used to manage ethics and compliance investigations and to adjudicate background screening.
  • A user-friendly system with the ability to integrate with their existing HR system.
  • An automated process for assigning cases, with notifications.
  • An integrated ethics hotline.
  • Compliance with global rules for data privacy.
  • Easy reporting function to keep executives abreast of trends in issue types and severity.

The Result

Since implementing i-Sight, NTT Data has:

  • Reduced the risk of lawsuits and non-compliance.
  • Achieved 40 per cent savings in time spent entering cases and gathering information.
  • Reduced the volume of cases by identifying and addressing gaps in training.
  • Cut the time from case creation to resolution.
  • Increased compliance with data protection regulations, such as GDPR and HIPAA.

 

 

“I think it saves about 40 per cent of their time when it comes to entering a case in the tool or gathering information for a case.
It’s making us more efficient and effective overall.”

– Sheri Bowman, Senior Director of Employee Relations

Read the Full Case Study

Headquartered in Tokyo, with business operations in more than 50 countries and regions, NTT Data provides IT services globally to a wide range of industries, from banking to government and healthcare to manufacturing. The 30-year-old company is one of the largest IT services organizations in the world, with $14.6 billion in revenue and a US headquarters in Plano, Texas.

Over the past 10 years, NTT Data has made more than 20 acquisitions, the largest being the 2016 acquisition of Dell Services, boosting the company’s employee head count to 120,000.

A company with 120,000 employees is bound to have some employee issues, and NTT Data is committed to addressing these effectively to ensure employees have a safe, happy and rewarding work life. But the company was using an ineffective system of Excel spreadsheets to track employee relations and ethics and compliance cases.

THE CHALLENGE

“When NTT data acquired Dell Services, our employee population more than doubled and we were expanding our employee relations team, so we needed a more robust way to gather and record data,” says Sheri Bowman, Senior Director of Employee Relations.  “We also wanted to be able to generate reports to analyze the data.”

The spreadsheet-based system they were using was time-consuming, inaccurate and had limited capabilities. “We could not easily run reports to look for trends or to look at what might be happening in certain organizations or certain countries,” says Bowman. “It was a manual process and it just wasn’t accurate or effective.”

With one person tracking all of the company’s employee relations cases in a spreadsheet and assigning them, the process was slow and arduous. Issues weren’t being addressed as quickly as they should have been, and this increased the company’s risk. “You want things to be handled in real time when you are dealing with employee issues, and not have a lag in response time because somebody has to go through emails and assign cases and manually track them on a spreadsheet,” says Bowman.

THE SOLUTION

NTT Data needed a streamlined, efficient and effective system for tracking, investigating and reporting on employee relations cases. These included performance management issues, violations of company policies and other employment-related issues. The system would also be used to manage ethics and compliance investigations and to adjudicate background screening.

“We wanted something that our team members would be willing to use in addition to it being a requirement for them to use it,” says Bowman. “You can buy any tool and tell people they have to use it but there will always be people that don’t. If it’s cumbersome and complicated, it’s going to make for a negative employee experience and we didn’t want that.” Bowman wanted a solution that could be tailored to fit their internal environment and their internal way of talking about issues and cases.

The ideal system would provide:

  • A user-friendly interface that required minimal training
  • The ability to integrate with their existing HR system
  • Access for everyone to track their own cases
  • An automated process for assigning cases to team members
  • Notifications of new case assignments for timely follow-up
  • An integrated ethics hotline
  • A secure method of isolating cases and case types so that only authorized users could access certain information
  • Compliance with global rules for data privacy
  • Easy reporting function to keep executives abreast of trends in issue types and severity

THE RESULT

NTT Data’s employee relations, compliance and legal teams use i-Sight to track, manage and report on their cases. While the three departments have segregated sections in i-Sight, the legal team has secure access to employee relations information so that they can access the data related to any cases they are working on.

“In the past, you’d have to search a spreadsheet to determine if we had a prior case and to whom it was assigned, reach out to the person who had the case and they would have to pull the information from hard copy files and send it to legal. And that was not always foolproof,” says Bowman. “Now they can go in and search for something before they even need to come and ask us.”

In addition to increased efficiency and effectiveness, i-Sight saves time for the employee relations team. “I think it saves about 40 per cent of their time when it comes to entering a case in the tool or gathering information for a case,” says Bowman. “It’s making us more efficient and effective overall.”

NTT Data uses reporting to target areas for training to better educate leaders in organizations that have a high case volume. This reduces the volume of cases in those organizations and helps leaders handle them more effectively when they occur.

With i-Sight, employee relations, legal and compliance teams:

  • Access their cases from anywhere with an internet connection
  • Save time by typing interview notes right into case files
  • Increase efficiency by generating emails from within the tool
  • Cut out steps by seeing immediately whether a new case is related to any other current or previous cases
  • Improve productivity with visibility into case histories to eliminate duplication of effort
  • Increase collaboration by sharing case information with the legal team
  • Manage risk by generating monthly and quarterly reports to provide a high-level view to executives

Since implementing i-Sight, NTT Data has:

  • Reduced the risk of lawsuits and non-compliance
  • Achieved 40 per cent savings in time spent entering cases and gathering information
  • Reduced the volume of cases by identifying and addressing gaps in training
  • Cut the time from case creation to resolution
  • Increased compliance with data protection regulations, such as GDPR and HIPAA

 

 

 

“You can buy any tool and tell people they have to use it but there will always be people that don’t.
If it’s cumbersome and complicated, it’s going to make for a negative employee experience
and we didn’t want that.”

– Sheri Bowman, Senior Director of Employee Relations

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