The Challenge
PPL, based in Allentown, Pennsylvania, has a history of mergers and acquisitions involving other utility firms. Having completed several acquisitions in recent years, PPL needed to support a PeopleSoft HCM application it inherited through one of those acquisitions, with limited internal experience with or exposure to that application’s specific configuration and use. PPL was looking for an experienced PeopleSoft AMS provider that could manage every aspect of the application.
The Solution
PPL contracted with WorkStream for WorkStream’s extensive experience in the public sector space and deep understanding of the PeopleSoft HCM application. WorkStream assembled an end-to-end support team, including PeopleSoft administrators, developers, and functional HCM and payroll specialists, to manage the application’s day-to-day and strategic activities. Over the four-year engagement, WorkStream completed two major PeopleTools upgrades and three major PeopleSoft HCM PUM updates, while maintaining 100 percent compliance with all defined SLA metrics and 99.99 percent uptime. WorkStream also delivered quarterly patching and all performance tuning and monitoring, along with the development resources needed to support annual open enrollment, complex payroll calculation changes, and business process support across payroll, benefits, time tracking, and employee and manager self-service.
The Results
- Two PeopleTools upgrades delivered — WorkStream completed two major PeopleTools upgrades over the course of the engagement.
- Three PUM updates completed — WorkStream delivered three major PeopleSoft HCM PUM updates to keep the application current.
- 100% SLA compliance — WorkStream maintained 100 percent compliance with all of PPL’s defined SLA metrics throughout the engagement.
- 99.99% uptime — WorkStream achieved 99.99 percent uptime on the PeopleSoft HCM application against its defined SLAs.
