Singapore's National Healthcare Group (NHG) has embarked on a significant transformation of its human resource (HR) system, implementing SAP SuccessFactors to enhance operational efficiency and employee engagement. With over 20,000 healthcare professionals serving 1.5 million residents, NHG recognised the need for a modern HR infrastructure to support a patient-centric healthcare model.
“The healthcare sector is rapidly changing. We needed a system that could enhance mobility, improve data accuracy, and support continuous learning—all while being accessible to employees on the go,” stated Khoo Swee Lan, NHG's Group Chief Human Resource Officer.
The transformation, branded iConnect@NHG, was executed in two phases. The first phase, launched in January 2023, focused on laying a robust HR foundation, incorporating modules for Employee Central, Time Management, Recruitment, and Performance Management. The second phase, commencing in November 2023, introduced advanced features like Succession Management and Compensation Planning, enhancing the system's overall functionality.
SAP SuccessFactors was chosen as the core platform for its comprehensive cloud-based capabilities. By integrating it with SAP Analytics Cloud, NHG gained real-time visibility into workforce data, enabling informed decision-making regarding talent management. The use of Qualtrics' sentiment analysis further empowers NHG to proactively manage staff performance and engagement.
Khoo emphasised the importance of creating a fulfilling employee experience: “By embedding listening into the employee journey, we can create a more fulfilling and meaningful experience for our staff.” This initiative has proven successful, with over 95% of employees logging into the system within the first month and 98% expressing satisfaction with the new platform.
Eileen Chua, managing director of SAP Singapore, remarked, “NHG’s HR transformation with SAP demonstrates how a forward-thinking approach to technology can revolutionise even the most traditional sectors.” This transformation may serve as a model for other healthcare organizations aiming to modernize their operations.
