Our solution for VADOC addresses some very complex data confidentiality and workflow requirements and yet presents simple forms and an intuitive interface,
to allow employees to submit their grievances, track its progress, and respond to various steps in the process.
The Virginia Department of Corrections (VADOC) had a paper-based system to manage the employee grievance process for more than 14000 geographically dispersed employees in its workforce. The process had multiple review and approval steps with security around who can see what and at which stage, along with polices for ‘turn-around’ times for each step. The management of this process put considerable burden on the human resources team of the agency.
In order to assist VADOC in achieving a more streamlined process, Aeon Nexus custom designed and built a solution using an on-premise deployment of Microsoft Dynamics CRM. The solution addresses intricate data confidentiality and workflow requirements and yet presents simple forms and an intuitive interface. Our solution is designed to allow employees to submit their grievances, track its progress, and respond to various steps in the process. The assigned action officer can review and suggest resolutions to the employee; the employee can then choose to accept or continue the process by advancing the grievance to next level. At each stage, different data elements are hidden, available, or locked based on the business rules. The system leverages user access teams for record level security. One of the most challenging requirements fulfilled was to dynamically manage the availability of attached documents and base it on the role of the participant and the stage of the process.
Our solution provides the agency with a secure, efficient and automated process that delivers noticeable improvement in the productivity of the HR teams. Fast grievance resolution times increase employee satisfaction. Our solution also reduces the need to store paper copies of the documents generated during the process, allowing for simplified search and retrieval capabilities of historical data. Finally, the solution provides rich reporting functionality regarding SLAs and HR team performance, plus gives insight into the reasons for employee dissatisfaction. The solution is a great example of the xRM capabilities of the Microsoft Dynamics CRM platform and how process automation of administrative functions can greatly impact workplace productivity in a large and complex organization.