Shared Services Initiative Frequently Asked Questions (FAQ s)

Transcription

1 1. What is the Shared Services Initiative? Shared Services Initiative Frequently Asked Questions (FAQ s) Shared Services is an approach for delivering business services, aimed at accomplishing the following: Improved service quality Reduced turnaround times, reduced errors, higher service levels Easier to use and easier to access services New higher-value services Deeper skills and expertise in HR, finance, and AP Meaningful career opportunities and progression for staff Improved operational efficiency Reduced number of points of delivery which creates better financial and operational controls Captured greater economies of scale Leveraged technology to automate processes Resulted in greater consistency in the application and administration of policy 2. How will the Shared Services Initiative improve the quality of services to faculty and staff? Quality of services will be improved by reducing the time it takes to transact basic functions and eliminating the complexity of processes such as purchasing goods and services, entering into contracts, handling employment transactions such as hiring, position change information, separation paperwork, and more. Services will also be enhanced through increased automation of our current processes and through efficiencies that will be gained by having such transactions performed by a central unit of process experts. 3. What is the purpose of the Shared Services Initiative? To improve the quality of HR and financial services to faculty and staff and to free units from having to perform those services so they can focus on core teaching, research, and service activities. 4. Who has been working on the Shared Services Initiative? The Shared Services Initiative was supported by a Shared Services Committee of DU faculty and staff. The Committee was supported by two executive Sponsors: Provost Gregg Kvistad and Vice Chancellor Craig Woody. The names of the Committee members and their DU affiliation are as follows: Rohini Ananthakrishnan Joe Angleson Chris Bennett Joe Benson Joe Bogner University Technology Services Biological Sciences Office of the Controller Natural Sciences and Mathematics Business and Financial Affairs

2 Stefanie Cowan Teri Fuller Margaret Henry Amy King Jen Kogovsek Linda Kosten Leandra Martinez Julia McGahey Center for Multicultural Excellence Arts, Humanities, and Social Sciences Office of the Controller Human Resources Campus Safety Office of the Provost Athletics and Recreation Office of the Provost 5. How was the Shared Service Committee formed? The Committee was designed to bring together a cross-functional group of knowledgeable campus users and providers of financial and HR services. The Committee was formed by the Initiative s Executive Sponsors Provost Gregg Kvistad and Vice Chancellor Craig Woody. 6. How did the Shared Services Committee conduct its work? The Committee met every two weeks for approximately 2-4 hours each meeting starting in January The Committee engaged in thoughtful discussions that reviewed our existing services, examined how other colleges and universities are delivering similar services and explored potential new models that would improve services at DU. 7. Was the Shared Services Committee supported by an external entity? Yes, the Shared Services Committee was supported by an external higher education consulting firm, Excelcor. The firm s President, Scott Nostaja, served as the Committee s facilitator and provided the Committee with a methodology that guided the deliberations and discussions. 8. What did the Shared Services Committee find in its review? The Committee, with support from our external partner Excelcor, conducted approximately 30 in-depth one-on-one interviews with a wide range of campus users and providers of HR and financial services. The interviews involved faculty, staff, and administrators including several people who occupy Budget Officer, HR Liaison, or similar roles at DU. The review found several thematic and systemic challenges with the way financial and HR services are provided today, including; Too many hand-offs and approvals required for basic transactions The contract process is seen as complex and cumbersome with long approval times Slow turnaround times in general for many services Too many errors occurring on forms resulting in rework and process delays Inconsistent administration of policies Potential for data security risks through the use of shadow systems Many people doing certain tasks too infrequently Business functions overall are seen as having an aversion to risk Uneven levels of service quality

3 9. What recommendations did the Shared Services Committee make? The Committee has proposed the creation of a Shared Services Center to create efficiencies and improve transactional financial and HR functions and processes. The Committee recommends that the University shift basic financial and HR related transactional functions currently performed in central offices and / or campus units and departments into the Shared Services Center. Such Services would include the following Financial and HR Related Services: Financial Related Accounts payable PO Processing Student refunds Transactional vendor management Pcard processing Contract administration Payroll administration Processing of grant expense Travel and expense processing Journal vouchers Forecasting and monitoring Current year budget entries FTE reconciliation HR Related Postings and recruiting Hiring processes (templates, candidate pool reviews, background checks, etc.) Enter new hires, I-9 Time and attendance compliance Blue form processing Benefit enrollment and maintenance Tuition waiver management 10. Based on the Committee s recommendation, what services would not be provided by the Shared Services Center? All activities and functions related to developing and managing the department s budget All financial decisions impacting the unit All hiring decisions within the unit Faculty and staff merit decisions and distribution Faculty job descriptions Annual performance reviews Departmental communication Administrative and clerical support to faculty and unit leaders All academic and academic support functions that are not of a routine or transactional nature Note this is not intended to be an exhaustive list of activities that will continue to be performed at the unit level. It is intended to illustrate the nature of services that would remain in individual units. 11. What is the current status of the Shared Services Initiative? The Initiative is now moving into an implementation planning phase. In this phase the Committee and others will develop the specific

4 tasks and activities that will allow the University to implement the recommendations. It is anticipated that the implementation planning effort will commence immediately and continue through the balance of calendar year How will recommendations of the Shared Services Committee be shared with the campus community? The recommendations will be broadly shared and made available in a variety of ways. Information sharing activities are in the process of being scheduled and will include the following: Meetings with University leaders Town hall meetings School or unit-based information sessions Faculty Senate presentations and discussions Staff Advisory Council presentations and discussions Online feedback tools Budget officer meetings Meetings with various campus groups and organizations 13. Will there be an opportunity to provide input into the recommendations made by the Shared Services Committee? Yes, information sessions will be scheduled soon to review the Committee s recommendation and to solicit faculty and staff feedback, comments, and concerns. In addition, a private box has been created (SharedServices@du.edu) that will allow faculty and staff to share their opinions and views. All comments will be shared with the Initiative s Executive Sponsors and with the Shared Services Committee. 14. When will the Shared Service Recommendations be acted upon or implemented? The current implementation planning phase of the Initiative is anticipated to run through the balance of calendar year It is possible, and perhaps likely, that the Implementation Plan will have a phased in approach as opposed to implementing all recommendations at one time. It is possible that the initial phase of implementation could occur in early How will the Shared Services Center be managed? The Shared Services Committee has recommended that the new Shared Services Center be led by a Shared Services Director who would report centrally. It was also recommended that three additional lead positions would be required to effectively manage the new organization. Detailed job and role descriptions will be developed during the implementation planning phase of the initiative. 16. How many people will work in the Shared Services Center? It is anticipated that approximately 35 people will work in the new Shared Services Center. It is anticipated that approximately 2/3rds of those people would move into the Shared Services Center from existing central office functions. The balance of the positions would be open to existing staff. 17. Will campus departments and units continue to make financial and HR decisions that impact their unit or department? Yes. Only functions that are of a routine and transactional nature would move into the Shared Services Center.

5 18. Will the Shared Services Initiative result in anyone losing their job or layoffs? Some positions across campus will be eliminated over time through attrition. The goal is to recalibrate the total FTEs doing this work over time using vacancies and retirements as much as possible 19. What benefits are anticipated by the Shared Services Center? It is anticipated that the Shared Services Initiative will result in the following benefits to staff and faculty: a. Fewer hands-on approvals required for basic transactions b. An easier, less cumbersome contract process with reduced approval times c. Faster turnaround times in general for HR and financial related services d. Fewer errors occurring on forms and fewer process delays e. Consistent administration of policies f. Reduced data security risks g. An appropriate assumption of business risk h. Even levels of service quality 20. If I have specific questions or concerns about the Shared Services Initiative whom should I contact? All comments and inquiries about the Shared Services Initiative can be directed to the Shared Services Committee by ing SharedServices@du.edu.