How The Salvation Army Modernized HR Services and Scaled Operations with NewRocket and the ServiceNow® Platform

Enhancing service delivery and improving the employee experience at scale.

NewRocket partnered with TSA to deliver a modern HR service experience by implementing HRSD, Employee Center, and critical platform integrations.

01 | HRSD & Employee Center Implementation

• Launched 21 HR case types, surveys, response templates, and the HR Agent Workspace
• Replaced Formstack with centralized, trackable workflows

02 | Platform Integration & Alignment

• Integrated Workday and Five9 into the ServiceNow platform to connect HR and call center systems directly into a unified workflow
• Coordinated go-live with Workday’s stabilization phase for a joint roll-out

03 | Platform Health Remediation & Continuous Enhancement

• NewRocket performed a platform assessment to resolve issues related to security, stability, and upgradability
• TSA extended collaboration post-go-live through NewRocket Managed Services to address backlog items outside initial scope

The new platform delivered measurable impact within months of going live, including:

Growing Portal Adoption

• Improved employee self-service access through the Employee Center by centralizing HR resources, streamlining request forms, and integrating key knowledge articles
• Positive user feedback and rising engagement across the organization

Increased Case Processing Capacity

• Reduced processing time by 66% — from 24,000 annual Formstack submissions to 21,000 HR cases in just four months
• Achieved a 160%+ increase in HR service capacity

Expanding Platform Value

• Success with HRSD has reinforced TSA's commitment to leveraging the ServiceNow platform across functions
• Leadership has recognized the project as a major milestone, with interest in exploring additional capabilities such as Strategic Portfolio Management(SPM)