NEW CAPABILITIES AND CONCEPTS
as the base transactional data system in its hierarchy and will modernize its remain- ing 19 legacy systems to bring on new tools for improved customer relationship and task management. Te command is also exploring new ways to bring cases into a central management platform that draws from email, chat, social media engage- ments, calls and multiple other media that people use to engage with the command. New platforms have the capability to monitor sentiment, flag comments for action and send to a customer relationship management system to assign as a case. All of this comes together in the form of an integrated human resources tech stack.
An HR tech stack is a group of integrated digital tools that supports the human resources business function. Tese tools typically handle traditional and manual tasks, freeing up HR professionals to focus on more strategic efforts. IPPS-A supports the overarching HR information system and management functions for HRC. Te Army has recently brought on low-code and no-code tools for task and workflow management, such as Microsoft Power Platform and ServiceNow. Tese tools can integrate with core databases, such as IPPS-A’s data warehouse, and create appli- cations outside the system with minimal new data entry.
As the team builds out the task manage- ment layer, technical teams in HRC’s Enterprise Modernization Directorate, Knowledge Management Division and innovation cell are working to identify technology shortfalls and planned capabil- ity integration to identify and, through the acquisition and procurement cell, acquire the best solutions for solving Soldier problems.
Social media is one of HRC’s major areas of focus. While the command is working on an enhanced strategic communication
BUILDING THE STACK
HRC’s innovation overhaul will rely heavily on technology that spans a variety of purposes, from communication and identity management to onboarding, performance management and even social media monitoring. (Graphic by HRC)
strategy, HRC also will employ social media technology as a means for customer service case intake and response.
Army public affairs offices (PAOs) have tools for monitoring sentiment on social media. However, those tools require active engagement by PAO staff and often, if a case needs to be escalated, command noti- fication through email. Te new systems HRC wants to adopt use natural language
processing and machine learning to flag comments for review and allow PAOs to escalate with a click. HRC will share lessons learned with all fellow engagement and social media teams, though time will tell whether the Army chooses to adopt this as a PAO solution.
DATA IN USE HRC currently stores all personnel data on every Soldier and retiree. Te command
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