About Pacific Green Solutions

Pacific Green Solutions is a growing technology services company based in Victoria, BC, that specializes in providing IT support, custom development, and software services to mid-sized enterprises. They are a real life scenario, but have changed their company identity to remain anonymous.

Pacific Green Solutions

Location: Victoria, British Columbia

Size: 35 employees

Industry: Technology Services

Until now, Pacific Green had been managing internal HR processes such as vacation requests, asset requests, and salary adjustments through their main Jira site. However, they quickly realized that their flat organizational structure was leading to significant challenges in scaling their operations.

Optimizing HR Workflows and Data Security at Pacific Green Solutions

Challenge

Pacific Green Solutions faced significant challenges managing sensitive employee data, which non-management employees could access due to lax permission schemas. Their lack of approval workflows created bottlenecks and delays, while poor reporting systems meant missing records went unnoticed. Furthermore, requests such as asset requisitions and vacation accrual inquiries were handled in Slack, with no structured process to ensure completion, leading to inefficiencies.

Solution

Highway Three Solutions implemented a new Jira Service Management (JSM) HR Portal to streamline workflows, improve data security, and introduce structured reporting and tracking. The system included approval workflows with SLAs, automated reminders for tasks like vacations and software renewals, a comprehensive knowledge base, and queues designed for team members to track and manage requests more effectively. All employees were shifted from agents to customers to ensure better data control and clarity.

Impact

The new JSM HR Portal drastically reduced request resolution times from four weeks to less than four days. It also introduced a structured approach to managing requests, such as asset requisitions and vacation inquiries, by moving away from Slack-based communications.

In 2024, 337 requests were processed, with an additional 94 inquiries resolved through the knowledge base. The system enhanced visibility for team managers and payroll administrators and improved overall employee satisfaction.

The HR team saw a 3 week reduction in time spent per request – the employees no longer had to wait to be heard!

HR Teams Love a S-M-A-R-T Goal

We were looking for a solution for Pacific Green with MEASURABLE results. Their HR teams were struggling to define & distribute responsibilities since they had grown quickly without a strategy for the proper tools.

By implementing Jira Service Management, Highway Three Solutions addressed these challenges head-on.

Customer satisfaction among employees skyrocketed, with clear, standardized workflows ensuring that requests were resolved more efficiently. The reduction in request resolution time – from four weeks to less than four days – was a standout achievement, as was the reduction in time spent per request by up to 40%.

By moving from Slack-based requests to a centralized, automated system, Pacific Green Solutions ensured that no requests were forgotten or left unresolved. The transition to the HR Portal improved accountability, with every request being tracked and completed within the set SLAs. This shift also removed security risks by eliminating the need for non-management employees to have admin privileges.

Visibility for HR Teams

Transparency improved dramatically as well. The queues were designed specifically for team members such as managers, payroll administrators, and approvers, giving them clear visibility into workloads and outstanding tasks. Searchable queues allowed for robust reporting, enabling managers to easily pull reports like “all vacation requests for Doug in 2024,” ensuring nothing slipped through the cracks. The payroll team was able to perform reconciliations with confidence, knowing that all requests, such as vacation accruals and salary adjustments, were logged and queued for processing.

The new knowledge base feature empowered employees to find quick answers to common questions, including vacation time, sick days, and benefit claims, reducing the need for direct HR intervention. This allowed HR staff to focus on more complex, high-value tasks while employees benefited from fast, self-service solutions for routine inquiries. Now that is achieving the goal!

JSM is all ready to go for your HR Teams – just ask Atlassian’s Tips and Tricks for Service Management with HR!

Transforming HR Operations with the HR Portal

Pacific Green Solutions’ partnership with Highway Three Solutions to implement the Jira Service Management HR Portal has redefined how the company manages its HR processes. With faster request resolution times, better transparency, improved security, and a significant reduction in forgotten or incomplete requests, the HR department now operates as a cohesive, reliable function.

The HR Portal provided a secure, confidential space where employees felt heard and supported. It reinforced a structured, scalable HR department, allowing the team to transition from manual Slack-based requests to a fully automated system. This digital transformation empowered both the employees and management to communicate more effectively and complete tasks with greater efficiency.

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