Kaiser Permanente

OneLink supports 250,000 users across all eight of Kaiser Permanente’s regional markets. Roughly 12,000 employees use the platform daily, processing more than 75 million financial, supply chain, and general support transactions each year. Keeping that many people trained on a system that changes annually is a challenge of its own.

Kaiser Permanente’s support organization fielded roughly 37,000 tickets a year across Accounts Payable, Purchase Orders, Expense Reports, Journals, and ePro Invoices. Traditional training materials could not keep up. After the upgrade to PeopleSoft 9.2, it took a full year to update the organization’s UPK job aids. A year later, Kaiser began rolling out the Fluid user interface, and those job aids were outdated again.

With limited staff to maintain training content and a steady velocity of platform changes, Kaiser needed a sustainable model. The team also wanted a consistent experience with the Guided Learning already in use on its recent Oracle HCM Cloud deployment.

Working with Oracle and implementation partner Mythics, Kaiser Permanente brought Oracle Guided Learning to OneLink over a 14-month implementation. Guided Learning walks users through transactions step by step in the live Production environment, so they learn while completing real work. Oracle introduced the tool as part of its Cloud offerings and backported it to PeopleSoft for this engagement.

The team prioritized modules deliberately. First came areas with large casual audiences, like Expenses. Then modules with external users, like eSettlements, and modules where new users arrive constantly, like Inventory. Within each module, transactions were selected by frequency and complexity, from mileage entries, the most common expense type, to itemized lodging.

The development process matured as it went. Early guides started from a blank requirements template with business input up front, which proved slow. The team shifted to seeding requirements from existing job aids and bringing the business in once a draft guide was ready to review. Development velocity climbed, and Kaiser’s own analysts took the lead on authoring. By the end, the team had 349 live guides spanning 14 Finance and Supply Chain modules, from Asset Management and Grants to Pharmacy and Inventory.

Adoption got the same rigor. Kaiser launched an awareness campaign with an introductory video, sent biweekly emails targeting new users and users in new roles, ran proctored training for new audiences, added a course to its learning management system, and published articles in its ServiceNow knowledge base.

Services provided:

• Oracle Guided Learning Implementation
• Guide Development

The implementation earned recognition as a 2022 Quest Featured Customer Success, and the day-to-day results held up:

• 349 live guides across 14 modules. Users learn within real Production transactions rather than hunting through static job aids.
• Strong engagement where it matters. Expenses, ePro, and eSettlements guides were highly used, along with guides introduced alongside new or changed functionality.
• Fewer support calls. Production Support saw a measurable decrease in “how to” calls and call avoidance when new functionality launched, with guides already in place.
• Lower maintenance overhead. Job aids and their upkeep were sharply reduced, with guide maintenance folded into the regular update cycle.
• Visibility into usage. Built-in reporting and analytics show which guides users rely on, informing where to invest next.

Flash Tips proved especially effective outside the guides themselves, alerting users to changes and application issues, while Task Lists helped users navigate work that extends beyond OneLink.

Training is no longer a project Kaiser restarts after every upgrade. Guide maintenance is now part of the platform’s annual update rhythm, and users get the same Guided Learning experience whether they are in PeopleSoft or Oracle HCM Cloud.