FMI Self Service in Finance at ESDC November 27, 2014
Agenda Introduction Approach Our Solution A Self Serve System Key Challenges What s Next 2
Our Approach 3
About the Enabling Services Renewal Program (ESRP) ESRP is one of the three departmental priorities striving to build a more focused, efficient and modern organization. Supporting the transformation agenda, ESRP will modernize the way internal services are delivered. That means changes are being made to the way you access information and services from: human resources; finance, asset management and procurement; internal integrity and security services; and Consult Click Information management and technology. Building efficiency Based on the success of Service Canada's service delivery model to Canadians, ESRP is delivering an integrated clickcall-consult service delivery model to improve the way we work and your experience of internal services. And where possible, business processes will be integrated, simplified and standardized to help us work more efficiently. Call 4
Objective of ESRP Client-centred: intuitive and responsive to client needs based on role, supported by a cultural change to service orientation Modern processes and technology: new tools that support common processes enabled by PeopleSoft and SAP (GC standards for Human Resources and Finance) Deliver simple, client-centred and sustainable enabling services built on modern processes and technology that will improve our ability to deliver results for Canadians. Service Excellence Value for Money Stewardship Simple: simplified policies that reduce or eliminate work and standard processes that are easy to use Enabling Services: HRSB, CFOB, IITB and ISB enabling services delivered through an integrated, tiered clickcall-consult service model 5
Operating Model Design Principles Vanilla Avoid customization of Commercial off-the-shelf products (COTS) Multi-Tenant Build must support other departments and allow for multiple service entry points GOTS (Government off-the-shelf) Build must use solutions that can be licensed across GC and are supported by Treasury board Government of Canada (GC) Standards Based = Future Proofing Follow GC standards. e.g. ERP Standard = PeopleSoft and SAP including interoperability Adhere to common processes from OCG and the Office of the Chief Human Resources Officer (OCHRO) ERP First When a process can be done in ERP it should be done in ERP even if it requires procurement. e.g. Governance Risk Compliance(GRC) ERP Technology stack must remain intact to exploit COTS functionality and leverage vanilla for lower total cost of ownership (TCO) 6
Our Solution 7
Enabling Services Renewal Program - Service Delivery Vision Enabling Service Renewal Program (ESRP) Objectives: service excellence value for money sound stewardship of resources Integrated Service Delivery Enabling Services Simplified Navigation Consistent User Experience Manager Client Service Request Integrated Service Delivery Integrated Service Catalogues Service Flows Client Focused Approach Preferred Channel Integrated Reporting Client-centered single window access iservice Self service / Automation Simplified standardized processes Vanilla (use the system as it was designed) Consistent user experience Integrated services 8
Where Employees and Managers work and access services Where Practitioners work Where we manage incidents/tickets Where we Integrate Where we Develop & Test 9
Scale of Change SAP at ESDC impacted employees across the country ESDC Employees with access to SAP 20,000 ESDC SAP Users 11,000 ESDC Practitioners 1,200 OGD users Over Over Over Over 350 Vancouver Montreal Gatineau 10
Complexity of the change ESDC SAP Users 11,500 ESDC Practitioners 1,200 OGD users 350 Do all 1700 employees in IT need this? Scenario # Business Scenario 1 Manage Planning and Budgeting 2 Manage Forecasting and Budget Review 3 Reference Level Tracking 4 Cash Budgeting 5 Budgeting 6 Manage Revenue, Receivables and Receipts 7 Manage Interdepartmental Settlements 8 Manage Procure to Payment 9 Manage Travel 10 Manage Other Payments 11 Manage Distribution and Maintenance of Acquisition Cards 12 Partner System AP Transactions 13 Priority Payments 14 Payment Process 15 Manage Other Capital Assets 16 Manage Inventory 17 Operational Management Accounting Who performs budgeting? How will they work in SAP Can anyone request a purchase Scenario # Business Scenario 18 Cross Application Time Sheets 19 Project Management 20 Manage Vendor Master Data File 21 Manage Customer Master Data File (only in scope for OGD) 22 Manage Departmental Chart of Account 23 Responsibility Classification Is this a centralized function? 24 Authority Classification 25 Program Classification 26 Manage Delegation of Financial and Spending Authorities 27 HR Mini Master Classification 28 Manage Post-Payment Verification 29 Manage Financial Close 30 Perform General Accounting and Reporting 31 Physical Asset Management 32 Salary Management 33 User Roles and Authorizations Is this being rolled out on Go Live? Where is the HR data? What access do we restrict? 11
A Self Serve System 12
Self Serve How or Fast, Just wait in hard Easy, Time is Efficient it (JIT)? 13
myems (SAP) Portal myems (SAP) Portal is application used by employees and managers to perform business activities, access information and view reports. Only those roles that apply to an employee s job and training will be visible. Roles are represented as folders on the top tool bar, for example: Employee Self-Serve Manager Self-Serve 14
Employee Self-Service Employee Self Serve has an identical layout and functionality for all ESDC employees. It provides access to: Travel and Expense Requests FSA Financial Signing Authority Request Password Reset Incident Management Time Entry (for IT) Click to enlarge 15
Manager Self-Service Manager Self-Serve has a similar layout for all ESDC managers. It provides access to: Financial Management Reports Salary Management Reports Timesheet Approval (IT Managers Only) Click to enlarge 16
Workflow In myems (SAP), workflow is the process by which tasks, transactions, and items requiring approval, are automatically routed to the correct person, or group, in a process. Travel Claim Approval Travel Request Approval Invoice Payment Approval Purchase Order Approval Purchase Requisition Approval Time Approval FSA Request FSA Approval Vendor Master Data Approval Acquisition Card Asset Purchase Budget Approval 17
Key Challenges 18
Complexity vs Frequency The decision to make functionality self service or centralized within a group of business experts depends on the complexity and the frequency of tasks Business Expertise Functions Low High Complexity Integrated Planning (IP) Salary Forecasting Tool? Contracts & Purchase Orders? Financial Reports Acquisition Cards Wokflow Approvals Purchase Requisitions Self Service Functions Travel requests & claims Low Frequency High 19
Key Challenges and Benefits to Self Service Before Enablers After Physical Approval Recommenders Roles Adhoc Reporting (Access & Excel) Manual, paper based FSA process Legacy Financial Coding Effective Communications Robust Training Executive Sponsorship Change Management Principles Organisation Design Role Design Business Expertise (SMEs) Industry Experience OGD SAP Experience Electronic Approval Manager Self Serve Standard Reporting with limited Power Users* System driven FSA process, forms and validation New Financial Coding Block 20
Vanilla vs Self Serve Challenge : Making a non customized solution service the needs of everyone. Change: If the solution can t change then the people and processes do! Choices: Who needs to change? What needs to change? Examples of conflicts: Travel Procure to Pay Access Policy vs Vanilla travel solution More complex solution Tighter Security ADM were required to approve travel requests and claims for hundreds of employees Purchase requisitions required proper vendor data, approvals & goods receipts. Result: delayed payments to vendor. SAP roles were assigned based on user training, not access in legacy system. Result: user loosing access until training was completed 21
Self Service vs Offloading The implementation of self service systems and functionality can be viewed as offloading work. What can help? Clear roles and responsibilities, Empowerment Strong and knowledgeable support team Steps to a gradual migration to self service at ESDC 1. Develop a base of expertise (FMAs, BMS) 2. Introduce basic self service functionality (travel) 3. Promote collaborative work with experts 4. Rollout more complex self service functionality (reports) 5. Introduce new functionality to experts (forecasting) 6. Collaboration between experts and users to transition complex functions 7. Repeat steps 5 & 6 22
What s next Self Service Panel Discussion Impersonal? Is the shift to self service too impersonal? Availability of Help? Does a shift to self service mean a shift away from expertise and help? Pros & Cons What are your experience with self service functionality? Experience! What are your departments experience with self service in financial functions Offloading Is Self Service offloading? 23
Questions 24
Appendix 25
High Degrees of Change Area What s Changed? # Impacted Salary Forecasting Tool (SFT) Travel Management (TM) Business Intelligence - Integrated Planning (BI-IP) Major shift from using excel workbook to a fully integrated tool Single system of record providing a standard salary forecasting tool implemented on a national basis Increased accuracy in forecasting of regular payroll costs, planned staffing and global costs. Automated consolidation of results and real-time reporting New process and procedures in travel management, residing within and outside of SAP Streamlined process for users, including scanning of receipts, automated commitment closures, and reporting. Managers perform request and claim approvals through workflow Challenges with request & claims routing senior levels (ADM) due to changes in policies. Integrated with SAP Funds Management module, the system of record for budget data to execute budget planning and develop forecasts. Significant improvements gained through the use of this solution: Increased accuracy and timely processing of Planning & Budgeting Increased accuracy and timely processing for Forecasting Increased accuracy and timely Financial & Material Reporting Increased adherence to Government wide policies and procedures 2,000 7,000 300 26
Travel Management Process flow GATEWAY Portal PLANNING & AUTHORIZATION PLANNING & IN SAP AUTHORIZATION Trip SAP Travel Estimate Authorization OBT TRAVEL BOOKING Travel Call Centre TRAVEL Travel Cards EXPENSE IN SAP Travel Management REPORT IN SAP Reporting from SAP Offline Travel Authorization Number (TAN) capability Funds Commitment REIMBURSE Actual Expenses Activities in SAP 27
Procurement Planning & Requirement Definition (e.g. SOW) Managers (s.32 & s.34) CFOB Procurement Procure-to-Pay Process Flow at ESDC 1 2 3 4 Enter Purchase Requisition in myems (SAP) - Portal Admin Officers OR BMS / FMA (Regions) OR Managers (s.32 & s.34) Approve Purchase Requisition (s.32) in myems (SAP) - Portal Managers 5 6 7 8 - Tender Contract - Evaluate Bids - Award Contract - Issue / Create Purchase Order in myems (SAP) Gui CFOB Procurement Managers (s.32 & s.34) - Provide Goods / Services - Invoice sent directly to AP Centre - Confirm Goods / Service Receipt in myems (SAP) - Invoice scanned - Process invoice using Vendor Invoice Mgmt - Review & Approve Invoice (s.34) in myems (SAP) Vendor Admin Officers OR BMS / FMA (regions) OR Managers (s.32 & s.34) Acct Payable Centre 9 Managers Receive Payment Workflow approvals via Electronic Approvals Vendor