Building for the Future. UCPath Center

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1 Building for the Future UCPath Center Building for the Future 1

2 UCPath Center Update on PPPT (P)lace, (P)eople, (P)rocess & (T)ools Presentation to BOI October 23,

3

4 Facilities Update UCOP purchased building in Fall 2012 Six miles south of UCR 150K sq.ft. with 50K sq.ft. per floor Gold Leed certified UCPath Center will occupy 50% of the building 3 rd floor will house 376 people Construction underway on 3 rd floor for Jan move in date UCRMedicalSchoolmoving injanuary 2014

5 UCPath Center Internal Management What it takes to run the Center Workforce and Demand Management Establishes processes to manage incoming work & efficiently use center resources (volume forecasting, schedule planning, real time management) Performance Management Definition of SLPs, KPIs and reports to track performance against targets (tells us how we re doing and what we re missing in terms of training & tools) Knowledge Management & Communications Gathering, synthesizing and sharing the information, experiences, and insights acquired over time and making these accessible to those who need it (includes SOPs, Call Guides) Training, Nesting, and Engagement Defines the process for Centertrainingtraining programs & recurrent curriculum Nesting for new hires provides production experience in a safe, supportive environment Support for self development, variety of work experience, and advancement Employee Recognition & Development Celebration of successes & milestones Creation of an engaging workplace with clear goals, the right tools and a career progression path. Technology & Tools Methods, practices & guides to support center tools such as ACD/IVR, Case Management & PeopleSoft QA & Continuous Improvement Review and analyze performance against targets to identify and implement process improvements 5

6 Staffing Update Heavy Interview Periods in September for 110+ Wave 1 postions Week of September 9 th 80 interviews Week of September 16 th 100 interviews To assistinin BPM/SOP andassistwithsmedemands assist demands Finding good PeopleSoft experience externally October will signal the initial onboarding of a few Wave 1 critical hires

7 UCPath Executive Director J. Leedy Executive Assistant M. Matthews Employee Service Operations Quality & Director Director Performance B. Bailess G. Allison Manager T. Scholtemeyer Technology Manager W. Freire HR Business Partner WFA Employee Service Team Payroll Employee Service Team Benefits Employee Service Team Admin Support WFA Operations Team Payroll Operations Team Benefits Operations Records & Fulfillment Team Reporting and Analytics Team Knowledge Management Team Business Process Improvement Team Quality & Performance Budget Management Business Analyst IT Support Team Portal Analyst Program Lead Training Team Talent Acquisition Communications HR/Payroll/APO Central Support Team Admin Support AP AP UCPath Center Program Management HR Building Retirement A Finance IT COMP Services Services 7 IT

8 UCPath Center New Hires to Date POSITION NAME CAMPUS START DATE Executive Assistant Michelle Matthews UC Riverside April 1 Customer Service Manager Angelina Gomez UC Riverside April 1 Customer Service Supervisor Elizabeth Williams UCOP April 1 Customer Service Supervisor Christina Rodriguez UC Riverside April 1 Customer Service Admin Assistant Jessica Mazariegos UCLA Medical Center April 1 Operations Supervisor, Benefits Karla Beltran-Rosa UCLA April 1 Operations Associate, WFA Maryann Santos UC Riversideid April 1 Operations Manager, Payroll Aurora Orozco UCLA April 1 Operations Supervisor, Payroll Sonia Kalogonis UC Riverside April 1 Operations Admin Assistant Guirgis Nasief UCLA Medical Center April 1 Process Improvement Analyst Natasha Kashefipour UC Riverside April 1 Senior Shared Service Technology Analyst Danny Haughton UC Riverside April 1 Technology Manager William Freire External June 3 Operations Supervisor, Benefits Aaron Locquiao UC Davis July 1 Operations Supervisor, Payroll Carolyn Friedman UC Riverside July 1 Quality & Performance Manager Tracey Scholtemeyer UC Riverside July 1 Communications Specialist Kim Lane UC Irvine July 1 Customer Service Supervisor Jaime Toney UC Riverside July 1 Operations Manager, Benefits Connie Lizaola External July 15 HR/APO Manager Pamela Haggins UC San Diego July 15 8

9 Approved Open Positions POSITION PROPOSED START DATE Customer Service Supervisor Brenda Glasco 9/3/2013 Business Analyst Dani Peterson 9/23/13 Env. Health & Safety Specialist Kristie Elton 9/9/13 Customer Service Manager 10/7/13 Customer Service Supervisor 10/7/13 Operations Manager, WFA 10/7/13 Sr. HRIS Support Analyst 10/7/13 Portal Analyst 9/3/13 HR Business Partner 10/7/13 Talent Acquisition Specialist 10/7/13 Process Improvement tanalyst 10/7/13 Performance Metrics & Quality Analyst 10/7/13 Knowledge Management Analyst (3) 10/7/13 Operations Associate, Benefits 10/7/13 Operations Associate, WFA (2) 10/7/13 Operations Associate, Payroll 10/7/13 Records & Fulfillment Supervisor 10/1/13 Reporting & Analytics Supervisor 10/1/13 Technology Analyst 11/1/13 Program Lead 10/7/13 HRIS Analyst 10/7/13 9

10 The CRM Value Customer Relationship Management distinguishes a Shared Services organization from a simple act of centralization and drives a spirit of partnership p between the SSC, its customers, and all key stakeholders. 10

11 Analytics Used to Construct CRM Team Goal 1. Service Partnership Agreement (SPA) development 2. Metrics design/development across process areas 3. Dfi Define what it means to be stable 4. Pull current state metrics to assist in futurestate planning Rationale 1. Work collaboratively with location outreach teams to set appropriate expectations for UCPC level of service 2. Define key performance indicators (KPI) across all business functions to evaluate success and productivity of UCPC operations 3. Define KPIs across all business functions to evaluate success and productivity of UCPC operations 4. Define baseline indicators across all business functions to evaluate success and productivity of UCPC operations Q: Current state metrics will assist in future state planning: Your Top 3 concerns 11

12 UCPath Center Organizational Structure Wave 1 Employee Service Team Employee Service Director Bryant Bailess Employee Service Manager Angelina Gomez Administrative Assistant Jessica Mazariegos ES WFA Supervisor Jaime Toney ES Benefits Supervisor Christina Rodriguez ES Benefits Supervisor Brenda Glascoe ES Payroll Supervisor ES Payroll Supervisor Elizabeth Williams Sr. Sr. Sr. z Sr. Sr. z Sr. Sr. z Sr. Sr. z Sr. Sr. z Sr. Sr. z Sr. z Sr. z Sr. z Sr. Although Functional areas are assigned to the supervisors, these groups will be very crossfunctional and handle issues across Payroll, Benefits and WFA Sr. : 17 : 20 Total FTE: 45

13 SPOC - Single Point of Contact 13

14 UCPath Center Operating Framework & Service Groups TIER 0 TIER 2 TIER 3 PRODUCTION GROUP (AKA SELF SERVICE EMPLOYEE SERVICE ASSOCIATES (S) OPERATIONS ) EMPLOYEE (ESS) MANGER (MSS) Enwisen Portal Frequently Asked Questions Employee Information Earnings Statement Vacation Balance Benefits Enrollment & Changes Submission of Online Inquiry / Request to UCPath Center Resource Links Knowledge Center Forms & Guides Typically handles issues that can be completed while the caller is on the line & issue requires less follow up or research Usually the first point of contact Goal to resolve issues without handoff Fields issues requiring knowledge across all functional areas SENIOR S (SPECIALISTS) Handle escalations, more complex inquiries, and some research. May field & triage uncategorized & portal requests. This group helps ensure s remain available on phones/ . Fewer real time contacts Research & Follow up Escalations from the team Issuesrequiring specializedknowledge Primarily support processing within PeopleSoft to ensure accurate, timely input & handling of Payroll, Benefits &WFA transactions. Also serves as escalation point for additional research, follow up, and processing beyond the scope of Self Service or the Groups. Additional/Supplemental Compensation Pay Rate Change/Mass & Individual Merit Increases Incentive/Recognition Awards Payroll Processing Benefits billing & third party services LOA Setup, maintenance & processing new employee setup, transfers, job changes Table maintenance Accruals Data Reconciliation Workers Compensation Transactions Compliance tracking & monitoring LOCATIONS Receive requests for additionalinformation information, documentation & follow up TIER 4 COEs Support on sensitive issues such as harassment, whistleblower, etc. COE may also provide input on policy exceptions / appeals

15 UCPath Center Organizational Structure Wave 1 Production Team Operations Director Gayelea Allison Operations Manager, WFA* (HR Mgr. 1) Operations Manager, Payroll Aurora Orozco Operations Mgr Benefits /LOA Connie Lizaola HR/APO Central Support Manager Pam Haggins Ops Supervisor, WFA (HR Supervisor 1) FTE: 0 Ops Supervisor, Payroll Sonia Kalogonis Ops Supervisor, Benefits Karla Beltran Reporting & Analytics Sup (Bus Sys Analysis Sup 2) FTE: 1 Records & Fulfillment Supervisor (HR Sup 1) FTE: 1 Ops Associate, WFA Maryann Eagan Ops Assistant, WFA (_) Asst III FTE: 10 Unit Total: 15 * The Operations Manager, WFA will act in the supervisory capacity for go live. Ops Associate, Payroll (Payroll Analyst 2) FTE: 5 Ops Assistant, Payroll (_) Asst III FTE: 11 Ops Supervisor, Payroll Carolyn Friedman Ops Associate, Payroll (Payroll Analyst 2) FTE: 5 Ops Associate, Benefits (Ben Analyst 2) FTE: 5 Ops Assistant, Benefits (_) Asst III FTE: 13 Ops Supervisor, Benefits/LOA Aaron Locquiao Ops Associate, Benefits/LOA (Ben Analyst 2) FTE: 2 Senior APO Partner (Academic HR Analyst 4) FTE: 1 Senior HR Partner (HR Gen 4) FTE: 2 Unit Total: 4 Data Analytics Lead (Bus Sys Analyst 4) FTE: 1 Senior Reporting Associate (Bus Sys Analysis 3) FTE: 1 Reporting Associate (Bus Sys Analysis 1) FTE: 1 Records & Fulfillment Assistant (_) Asst II FTE: 2 Unit Total: 3 Ops Admin Assistant (_) Asst II FTE: 1 Unit Total: 4 Unit Total: 1 Ops Assistant, Payroll (_) Asst III FTE: 11 Ops Assistant, Benefits /LOA (_) Asst III FTE: 4 Total FTE: 90 Unit Total: 35 Unit Total: 27** **7 of the 27 Benefit/LOA resources would be dedicated to Wave 1 Leave Administration and Wave 2 build.

16 What is Production and what do we do? WFA Payroll Benefits HR/APO Reporting Records & Fulfillment First entry point into PeopleSoft. This group will enter the HR & Payroll type information into PeopleSoft. This work is similar to what is currently being done by PPS EDB Preparers. There are two distinct functions in the Payroll group: 1. Specialized ed transactions such as retro pay, tax adjustments, overpayment processing. 2. Running Pay computes, Year End Processing, and GL reconciliation. This groups will be responsible for benefits enrollment and processing as well as benefits program set up in PeopleSoft. Wave 1 limited Leave Administration This team will be responsible for consolidated benefit billing. Main purpose of this group is to provide: Customer service for HR staff on WFA, benefits, Leave Admin. APO expertise on Academic/Health Science issues This team will fulfill ad hoc report requests, provide data analysis and trending, and will be responsible for standard system wide reports. This team will be responsible for receiving, scanning, and storing documents. Also, they will be responsible for document fulfillment. 10/25/

17 Estimated Hiring Plan for Production Wave 1 FTE Wave 2 FTE Wave 3 FTE Total FTE Working Title Career Tracks Classification Operations Director Administrative Manager HR/APO Central Support Manager Academic HR Manager Senior Academic Personnel Partner Academic HR Analyst Senior Human Resources Partner HR Generalist Operations Manager, Benefits Benefits Manager Operations Supervisor, Benefits Benefits Supervisor Operations Associate, Benefits Benefits Analyst Operations Assistant, Benefits (_) AA III Operations Manager, WFA HR Manager Operations Supervisor, WFA HR Supervisor Operations Associate,WFA HR Generalist Operations Assistant, WFA (_) AA III Operations Manager, Payroll Payroll Manager Operations Supervisor, Payroll Payroll Supervisor Operations Associate, Payroll Payroll Analyst Operations Assistant, Payroll (_) AA III Records & Fulfillment Supervisor HR Supervisor Records & Fulfillment Assistant (_) AA II Reporting & Analytics Supervisor Business Systems Analysis Supervisor Senior Reporting Associate Business Systems Analyst Reporting Associate Business Systems Analyst Data Analytics Lead Business Systems Analyst Operations Administrative Assistant (_) AA II Number of Locations Serviced Estimated Total Population of Employees Served 60,000 60,000 60, ,000 Number of Employee Serviced per UCPath Benefits Team member /25/

18 Progress To Date Process Group Number of Business Map Processes Percent of Completed Documentation Number of Standard Operating Procedures Percent of Completed/In progress Documentation Examples of Processes Workforce Administration 19 processes 100% 31 71% New Hire, Term appointments Payroll 27 processes 89% Direct deposit, Pay adjs., Payroll Processing Commitment Accounting/GL 20 processes 100% 21 0 Payroll Expense Transfers, Salary Caps (e.g. NIH) Benefits 22 processes 100% 26 58% Enrollment, Premium Reconciliation (Consolidating Billing) Compensation 7 processes 100% 8 13% Pay Rate changes, Incentives, Academic Advancement Absence Management (Leaves) 4 processes 100% 3 0% Financial Catastrophic Leave, Managevacation accrual TOTALS 99 processes 96.9% % 10/25/

19 Key UCPath Center Systems Enwisen Portal/KB/CM PeopleSoft HCM Contact Center Solution ACD/IVR VoIP Phones UCR Network UCOP Data Center UCPath Center Citrix Virtual Desktops SharePoint Web sites IBM FileNet 19

20 IT Support Model UCR UCPC Employee Identifies Problem Submit Incident on IT Service Hub System Routes to Solution Provider UCPC IT Business Partners UCOP ITS 20

21 UCPath Center IT Roadmap Workstream Q Q Q Q Facilities 3 rd Floor Construction IT Network Design & Implementation Desktop Infrastructure Setup VoIP Phone System ACD/IVR Implementation Audio/Visual System Enwisen Portal Implementation IBM Doc. Mgmt. Design and Implementation PeopleSoft fthcm Design, Development, and Deployment Testing Training Processes Internal IT SOP Development IT Service Design UCPath Program Mgmt. Design HR Recruit, Hire and Develop Staff 21

22 Areas of Focus IT resources for project management and local systems Coordinated approach with UCPath Implementation Team Strategy session for UCPath startup tasks Staff development and recruiting Facilities & third floor transition Culture development Communications ownership

23 What We Have Learned (thus far) Communicate, Communicate, Communicate This is a BUSINESS TRANSFORMATION PROJECT Need to be customer focused at all times Service Partnership Agreements rather than SLA s Management of change is huge (and takes time) Data is a very powerful tool Formal process needed for customer signoff Don t underestimate resources needed Blend of systems and UC process/policy in employee team 10/25/

24 Questions? 24

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