PwC Automates Human Capital Resource Management with ServiceNow, Zycus, andQuickbase

The Solutions

A Centralized Quickbase Resource Enablement Platform

Quandary Consulting Group supported the development of a Quickbase application designed to bring the workforce resource lifecycle into a more structured operational model.

The engagement used a Rapid Application Development approach, focused on creating an MVP that could accelerate time to value while establishing a platform PwC could continue owning and evolving internally.

The resulting architecture centers workforce activity around a shared resource lifecycle rather than disconnected transactions.

Centralizing FTE and Third-Party Labor Resource Requests

One of the most important elements of the application is its ability to support both full-time employees and third-party labor.

This creates a common operational structure for resource demand.

Hiring managers can initiate resource needs within a standardized environment rather than allowing requests to originate through inconsistent channels.

From there, requests can move through the appropriate fulfillment, recruiting, approval, onboarding, and administrative processes.

This gives PwC a clearer system of record for understanding what resources have been requested, why they are needed, and where each request stands.

Creating Role-Based Workforce Workflows

Not every participant in a resource process needs the same information or capabilities.

PwC's documented application model includes numerous operational and approval roles, ranging from hiring managers and recruiters to Finance, Resource Operations, Human Capital, Chiefs of Staff, and leadership.

Quickbase allows the workflow to reflect those organizational responsibilities. Users can interact with the information and actions relevant to their role while sensitive functionality and artifacts remain restricted.

• That creates a more controlled experience in which:
• Hiring managers initiate demand.
• Operational teams coordinate fulfillment.
• Recruiters manage recruiting activity.
• Approvers evaluate requests.
• Human Capital supports workforce administration.
• Leadership gains visibility into broader resource activity.

The application becomes a coordination layer between teams rather than simply a repository of records.

Standardizing Multi-Level Resource Approvals

Resource requests can require decisions from multiple parts of the organization.

The roles include specific approval responsibilities for ITSCo, Resource Operations, Finance, and CAO leadership, demonstrating the need for structured governance around resource decisions.

Centralizing these approvals in a workflow can establish a consistent path for each request. Which meant that instead of relying on employees to determine who should review something next, workflow logic can help route requests according to defined business requirements.

This creates clearer accountability and a stronger record of how workforce decisions move through the organization.

Connecting ServiceNow Employee and Contractor Data

ServiceNow was identified as a required integration for launch, with employee and contractor data expected to enter the Resource Enablement environment through that connection.

That integration is important because workforce applications become less reliable when employees must repeatedly recreate information that already exists elsewhere.

Connecting ServiceNow with Quickbase creates the opportunity for PwC to establish a more consistent flow of workforce information: ServiceNow → Employee/Contractor Data → Quickbase Resource Workflow → Operational Action

Quickbase can then focus on orchestrating the resource management process around that information rather than becoming another disconnected source of duplicate workforce data.

Incorporating Contractor Company Data from Zycus

Third-party labor introduces another data requirement: Contractor company information.

PwC identified Zycus as the source for contractor company data, with an initial model based on manual imports and the possibility of periodic imports thereafter.

Bringing this information into the same resource environment helps connect third-party workers with the companies and resource requests surrounding them.

That creates greater consistency between resource demand, contractor organizations, workforce records, and operational activity.

Managing the Complete Resource Lifecycle

The Resource Enablement application is designed to support more than hiring.

Its scope extends across: Requesting → Fulfilling → Recruiting → Onboarding → Resource Activity → Offboarding

That lifecycle approach is strategically important, because many workforce systems concentrate on one stage of the process. Recruiting systems manage candidates. HR systems maintain employee records. Procurement systems manage vendors.

Operational teams, however, need to understand how those stages connect.

Quickbase provides an orchestration layer around the lifecycle so PwC can maintain continuity from the original resource need through the eventual transition or offboarding of the worker.

Tracking Resource Activity Over Time

The application was also intended to track resource activity over time, giving PwC a historical view of how workforce records and requests evolve.

That historical context creates a stronger foundation for operational analysis. Which means that, instead of seeing only the current state of a request or resource, teams can better understand the lifecycle surrounding it.

This can support process improvement, workforce planning, governance, and future analysis of how resource demand moves through the organization.

Building Enterprise Workforce Reporting

PwC identified reporting as an important component of the Resource Enablement environment.

The organization wanted reporting comparable to existing ServiceNow dashboards, including monthly, quarterly, and annual views; position totals by country and company; outstanding requests; and request statuses.

This transforms the application from a workflow tool into an operational intelligence platform. Leadership and operational teams can begin evaluating questions such as:

• How many positions are currently open?
• Where is workforce demand concentrated?
• Which requests remain outstanding?
• Where are requests slowing down?
• How does resource activity differ across countries or organizational entities?
• How is workforce demand changing over time?

The value is not simply having more reports, it is to create a shared dataset from which those reports can be generated consistently.

Establishing a Foundation for Future Workforce Integrations

The use case as included, Beeline and Randstad, as potential later-phase integrations, while PwC's proprietary system was considered as another possible data source.

This gives the Quickbase environment room to evolve. The immediate architecture can solve current resource management requirements while creating a foundation for a broader connected workforce ecosystem over time.

Conceptually, that architecture can progress toward: Enterprise Workforce Systems → Quickbase Resource Enablement → Workflow & Approvals → Recruiting & Fulfillment → Workforce Reporting

Rather than rebuilding the application every time another system becomes relevant, PwC can extend the operating model as requirements mature.