Case Study: University of Bradford achieves 87% employee satisfaction and streamlined HR operations with ServiceNow

University of Bradford modernises HR services boosting employee satisfaction with ServiceNow

The University of Bradford, a UK higher‑education institution with around 1,820 staff, faced growing demand for easier access to HR services while relying on manual, transactional processes that lacked prioritisation, reporting and visibility. This constrained service levels and prevented HR leaders from focusing on strategic work.

The university deployed ServiceNow IT Service Management with custom apps to deliver a mobile‑friendly self‑service HR portal, validated electronic request forms, multi‑tiered automated workflows and real‑time reporting. Within the first month 45% of 1,976 enquiries were resolved via self‑service, employee satisfaction reached 87%, enquiries are triaged within one working day, and HR can now redirect time to higher‑value initiatives.

University of Bradford

Joanne Marshall

Director of HR