HM Treasury improves processes and user experiences with Oracle Guided Learning

His Majesty’s Treasury (HM Treasury) is a ministerial department of the Government of the United Kingdom responsible for developing and executing the government’s public and economic finance policies. The first UK ministerial department to embark on a complete Oracle Cloud implementation, HM Treasury wanted to improve the user experience.

The organization identified that users often had issues understanding how to complete processes, compounded by the fact that guidance was not available at the point of need, because it was largely on the corporate intranet. This meant people often did not have the necessary information when they were using Oracle Fusion Cloud Applications, leading to abandoned processes, increased error rates, and higher volumes of support requests. HM Treasury required a system that would improve the user experience by providing guidance within the applications at the exact point of need.

With Oracle Guided Learning integrated with Oracle Fusion Cloud Enterprise Resource Planning (ERP) and Oracle Fusion Cloud Human Capital Management (HCM), HM Treasury could deliver critical role-relevant information directly to users at the exact time they needed it. Oracle Guided Learning would also allow the organization to update its approach to communications and improve internal processes and procedures, with the added ability to track and analyze the user experience.

Within a month of the rollout, HM Treasury deployed 80 guides across various processes to help users. Oracle Guided Learning’s prebuilt guides and integration with Oracle Fusion Cloud Applications allowed the Treasury to spend less time providing help and more time delivering ongoing optimizations based on user feedback.

By communicating within the platform as opposed to pointing to an intranet, portal, or email, process completion increased for key business initiatives. HM Treasury also experienced a faster year-end close by asking employees to submit expense claims earlier. The messages, tailored to a person’s role and function, are measured through analytics, providing the business with key intelligence to gauge program and message effectiveness.

HM Treasury's use of the service desk also shifted, with more users finding help first within Oracle Guided Learning before turning to the help desk team. And alternatively, help desk operators can refer employees back to Oracle Guided Learning guides for timely resolution of inquiries.