A key corporate project that concerns all PMO colleagues – the upcoming transition of the Staff Matters Portal to Service now – was the subject of the latest PMO Knowledge Exchange Hour. Part of a bigger HR initiative, this project will change the way PMO colleagues work with the ticketing system behind Staff Contact, and the way all users of PMO services see the information currently available on the Staff Matters Portal. 

Presenting to a packed Teams audience of more than 230 PMO colleagues, the colleagues from PMO.6 began by summarising the main goals of the HR Transformation programme. 

One of the priorities of the HRT programme in the first wave (2023-2024) is the HR Service Desk project. The main elements of this project were presented, including the main goal: the shift of Staff Matters Portal to a new technology, ServiceNow. 

The colleagues then guided the audience through a short demonstration of what the Staff Contact forms will look like for the end users in this new platform, and how the back-office will appear for file handlers, who currently use JIRA to manage tickets. It was highlighted that the objective of the first phase of the HR Service Desk project is to replicate what exists presently, and to later work on improving the experience for both front-end and back-end users. 

The audience of all PMO colleagues were then invited to volunteer to be involved in the validation of the forms and in teaching our colleagues how to use the new platform. These “early adopters" would be the first ones to see the forms in ServiceNow and provide the main validation. 

To questions raised by colleagues regarding the most vulnerable pensioner population, the PMO Communication team clarified that they will be held by the hand throughout the entire process to the best of our ability. Representatives from PMO.2 further stated that they will not be left behind, and that while the goal of 100% digitisation was impossible to achieve considering this client segment, other approaches can be adopted to help those pensioners who do not master digital tools. 

For those who asked questions during the session in the chat, please consult the Questions Log where all questions will be responded to. 

The recording of the session, slides and video demo are available below: 

• Recording 
• Slides 
• Demo of payslip form​