ServiceNow transforms offboarding for energy services company with digital workflows and automation

How can automation streamline offboarding? Parker Drilling modernized a paper-based offboarding process to drive efficiencies and strengthen security, while developing a fully automated offboarding process that saves over 4,400 hours each year.

Optimizing energy production
Parker Drilling helps energy companies accomplish their drilling and production goals efficiently, reliably, and safely. Its global team supports oil and gas operators with innovative land and offshore drilling services; premium rental tools and well services; and advanced operations and management support. It has around 2,600 employees. Revenues for 2019 were $629 million. 

Managing multiple projects and contractors
At any time, Parker Drilling is working on multiple projects with multiple employees and contingent workers. It needs work teams to have access to the latest project data, but it must also manage a relentless stream of contractors leaving the project. It wanted to streamline the management of this onboarding, digitizing the workflow, securing project data, and removing outdated paper-based processes. It wanted to create, for the first time, a consistent audit trail.

Automating offboarding procedures
Parker Drilling utilized ServiceNow to completely automate and proactively monitor offboarding procedures. A series of automated warnings and alerts keep processes on track and establish real-time control. Reporting is overhauled using a central dashboard and ServiceNow Performance Analytics. Finally, the introduction of a virtual agent, Kahra, with automated decision-making, removes the need for manual fulfilment. 

Creating a painless offboarding experience 
The project transforms how the business tracks and manages internal controls, ultimately creating an efficient and painless offboarding process. Offboarding time has been reduced by over three days through the use of automation. Systems access for those departing is now one day and seven hours, down from four days and four hours. Failure rates have been improved by 99.6% thanks to parallel approval processes. Annual reporting used to take a week to compile and is now completed in less than a day. 

Driving automation across the business
ServiceNow has proved nimble and easy to implement, says Rebecca Mookerjee, senior director of IT, Parker Drilling. It was clear there were many other areas of the business that could benefit from workflow automation. Today, Parker Drilling uses ServiceNow ITSM, ITOM, ITBM, Knowledge Management, Orchestration. Workflow automation is driving into every corner of the business, from legal, to the onboarding of new suppliers, to the annual compliance surveyMookerjee continues, “And with Kahra, no one has to touch the system to move the offboarding process along. We are able to work the case automatically through predefined workflows. For example, submitting offboarding requests to management, then removing software access once the management request is approved.”

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