FSC Overview Brief. Presentation for DFAS Presented by: Terry Riffel - Director, FSC. August 15, 2016 WORKING DRAFT - INTERNAL VA USE ONLY

Transcription

1 FSC Overview Brief Presentation for DFAS Presented by: Terry Riffel - Director, FSC August 15, 2016 WORKING DRAFT - INTERNAL VA USE ONLY

2 Agenda About us Background, mission, vision, values Franchise Fund Organization Our products Our customers Financial Payroll Service (FPS) Questions and answers 2

3 About Us Mission We provide high-quality financial services, exceeding the expectations of our Federal customers, inspiring their trust, and empowering them to focus on their core missions. Vision To set the standard of excellence for tomorrow s government. Values Trust Respect Accountability Integrity Teamwork 3

4 FSC Strategy Map Strategic Objectives Measures Targets Initiatives Customer Strengthen Customer Offerings Increase Customer Satisfaction Satisfaction with New Offerings Customer Satisfaction 95% Voice of the Customer Implement enterprise-wide CRM solution 95% Financial Increase Revenue in Target Areas Decrease Costs Total Sales Increase Yr/Yr Cost: $ / Staff 2% per year 2% per year ABC Tool Evaluation Business Owner Reporting Financial Dashboard Move to Oracle from Vitria / Rhyan Process Strengthen Financial Processes Improve Customer Communication Improve Customer Experience Actual Costs / Budgeted Costs % Customer Visits 90% Customer Experience Survey +/- 5% Customer communications gap analysis Define who manages customer relationship and at what touch-points Establish competitive pricing; get competitor rates for FSC product lines Process improvement program 90% People and Technology Improve Talent Management Increase Organizational Learning Strengthen Customer Focus Staff Alignment Score Key Certifications / Staff Customer Service Training Completion Ratio 80% Develop Organizational Learning Event Plans / schedule Train and promote culture of customer.25/person service and franchise fund concept Align performance plans and appraisals to FSC strategic goals 1/employee 4

5 How FSC Fits Within VA 5

6 FSC Leadership Team Jared Martin Deputy Director Terry Riffel Director Lee Ransdell Chief of Staff Director, Information Technology Service Tom Rielly Director, Financial Healthcare Service Scott Meier Director, Financial Support Service Bob Mills Director, Financial Payroll Service Michael Wynn Chief, Operations & Maintenance Angela Repka Chief, Medical Claims Christopher Pate Chief, Data Analytics Photo Not Available Donna Goode Chief, PHRSS Jaime Manzano Chief, Electronic Commerce Dan McCune Chief, ITS Development Walt Bruning Chief, HCP Program Office Photo Not Available Joseph Baldwin Chief, Operational Oversight Ron Jackson Chief, Grants Mgt Chief, Payroll Support Ops Chief, Region 1 Chief, Region 2 Cynthia Harris Director, Purchase Card and Travel Service Jeff Jewell Chief, Travel Services Chief, Permanent Change of Station Travel Lori Thomas Chief, Charge Card Operations John Adams Director, Corp Travel Management Reporting Office Ed Niedzielski Director, Financial Accounting Service Tina Harmon Chief, Accounting Reconciliation & Reports Tom Prendergast Chief, Accounting Systems Ops Crystal Russell Chief, Program Office Photo Not Available Clint Loeser Director, Financial Operations Service Chief, Customer Support Danny O Neil Chief, Commercial Operations Chief, Nationwide Vendor File Steven Hardwick Chief, Management Support Brent Kratky Chief, Enterprise Business Management Chief, Program Management Office Communications 6

7 FSC - Who We Are FSC Team 1, FTE 687 Contractor 46.8% Veterans Waco 6.4% DC 1.9% Virtual.3% Substantial Growth 250 in 2005 ~1,200 in 2016 Austin 91.5% 7

8 Franchise Fund Business Model VA Franchise Fund Comprised of administrative office (Franchise Fund Oversight Office) and six Enterprise Centers Provider of common administrative services To VA & other Government Agencies (on a fee-for-service basis) Enterprise Centers Financial Management Financial Services Center (FSC) Debt Management Center (DMC) Information Technology Enterprise Operations (EO) Records Center and Vault (RCV) Personal Security & Law Enforcement Security and Investigations Center (SIC) Law Enforcement Training Center (LETC) 8

9 Franchise Fund Operating Principles Services - Provide common administrative support services for VA and other federal agencies Organization - Clearly defined structure for reporting revenues and costs Competition - The provision of services should be on a fully competitive basis Self-sustaining - Fees will be established to recover the full costs Performance Measures/Benchmarks - Maintain and evaluate a comprehensive set of performance measures against other competitors Business Dynamics/Surge Capacity - The ability to adjust resources to provide for surge capacity, capital investments, and new starts Cessation of Activity/Voluntary Exit - Customers should be able to exit and go elsewhere for services after appropriate notification FTE Accountability - Full Time Equivalents (FTEs) would be accounted for consistency with OMB requirements Initial Capitalization - Capitalization of franchise funds should include the appropriate FTE commensurate with the level of effort 9

10 Our Products Approximately 60 Service Level and Franchise Agreements with 41 VA and other government agency customers. Over $290 million in projected revenue. Financial Systems Oversight...VA s finance system Financial Training...Accounting subjects Financial Reporting Department of Treasury & OMB Fiscal Services... Turn Key accounting support Credit Card Processing Pay VA s credit cards (earn rebates) Payment Processing.Pay vendors Audit Recovery.Identify incorrect vendor payments Rejects & Adjustments.Re-process vendor payments Vendor File Maintenance...Update vendor file Electronic Commerce.. Secure transfer of data Data Analytics Analyze Customer data sets Electronic Content Management.Digitize & store documents Consulting...Accounting & financial Payroll Support.To VA Employees & Payroll Offices Health Claims Processing..Eligibility, Authorization, Disburse 10

11 Our Customers 41 Customers 36 VA Customers - 97% 5 Other Government Agency Customers 3% Immigration and Customs Enforcement Health Services Corps (IHSC) Office of Refugee Resettlement (ORR) Department of the Interior Indian Health Service 11

12 FSC Payroll Initiatives VBA station pilot Station local payroll support moving to FSC Internal payroll process improvement study to leverage efficiencies Customer Relationship Management (CRM) software transition with enhanced selfservice functionality and dynamic routing Site visit to HRC Detroit Payroll Academy On-site and virtual training Includes Payroll/HR Smart Payroll/HR process improvement group Review of Payroll/HR processing relationships 12

13 Financial Payroll Service (FPS) Vision To demonstrate excellence through customer-focused Payroll Service Mission We provide prompt and accurate Payroll Service empowering our customers to focus on their core missions 13

14 Financial Payroll Service (FPS) Ceiling 210 On Board - 94On Active Vacancies 116 (Contractors 34) Deputy Assistant Secretary for Finance (047) FSC DIRECTOR DIRECTOR, FINANCIAL PAYROLL SERVICE (FPS) Bob Mills Payroll Academy Laurie Bisbee Chief, Payroll/HR Systems Service Donna Goode Chief, Payroll Support Chief, Field Operations PAID/DFAS Chief, VATAS Operations Brian Huff Chief, Payroll Support Operations Chief, Field Support Operations Catherine Muir Chief, Field Support Operations System Projects VATAS Tier 1 Help Desk Amanda Baty Payroll Tier 1 Help Desk Eva Mata Field Operations Team A1 Heather Bartley Field Operations Team B1 Special Projects VATAS Deployment Team 1 VATAS Deployment Team 2 Denise Hinojosa VATAS Deployment Support Shuree Gillespie Payroll Procedures and Special Actions Lucy Boyd Payroll Retirement Support Rob Steffan Field Operations Team A2 Scotty Franks Field Operations Team A3 Field Operations Team B2 Field Operations Team B3 Payroll FMS Support 14

15 Questions and Answers 15