Interacting with the Shared Services Center (SSC)

Transcription

1 Interacting with the Shared Services Center (SSC) Providing a service that contributes to the mission of each unit is the true measure of success for the SSC. -Pamela Gabel, Executive Director 1 University of Michigan Shared Services

2 Interacting with the SSC Thank you for your partnership and your patience. As we reflect on the shared experience of launching this inaugural go-live of the SSC we continue in our commitment to provide the University with stellar customer service. Requesting Services Facilitating your Service Requests Unit Liaison & SMQ Reps FIN Module Breakout AR/AP Overview & Services Provided AR/AP Quick Reference Guide AR/AP Issues Identified & Solutions Today we want to look at our successes, our challenges and how we met those as well as providing some quick reference guides that will clarify best practices for interacting with the SSC. HR Module Breakout HR Overview & Services Provided HR Quick Reference Guide HR Issues Identified & Solutions 2 University of Michigan Shared Services

3 Pamela Gabel Executive Director Dianne Morin Contact Center Manager Margaret Erickson Human Resources Group Manager Lori Burger Service Management and Quality Manager Derrick Skrycki Accounts Payable Manager Jamie Zawistowski Accounts Receivable Collections Team Lead 3 University of Michigan Shared Services

4 Interacting with the SSC Overview: SSC SERVICES : Services offered How to request services COMMUNICATION QUICK TIPS: Mail Call UNIT LIAISON & SMQ REP: Clarification on Process Trending Issues Continuous Improvement 2 Contact Centers 3 Transaction Centers 110 Employees more than 19,000* Calls more than 123,000* Total Requests *Data since August 4, 2014 SSC launch 4 University of Michigan Shared Services

5 Requesting Financial Services from the SSC Vendor Updates Invoices General Inquires request to: request to: Call the Contact Center General Collection Information & Disputes Create customer Change customer Generate Receivable request to: request to: Requesting Services Facilitating your Service Requests Unit Liaison & SMQ Reps 5 University of Michigan Shared Services

6 Requesting Human Resources Services from the SSC HR Transaction Requests Transaction Inquiries * Urgent Request * Use to stop a transaction, or correct a data entry error Mail to: Woto Fax: (no I-9) request to: ssc.hr.transaction.support@umich.edu request to: ssc.hr.transaction.urgent@umich.edu Batch Toolkit Benefits & General HR Questions request to: ssc.hr.batch.toolkit@umich.edu Call: request to: sharedservices@umich.edu 6 University of Michigan Shared Services

7 Quick Tips for Facilitating your Service Requests MAIL Correct address for mailing paperwork FIN Paperwork AP Invoices from Vendors (Not vouchers already in M-Pathways) HR Paperwork HR Forms with SENSITIVIE DATA must be mailed to HR paperwork that needs to be ARCHIVED to the personnel file must be mailed to Address: SSC Accounts Payable Wolverine Tower 3003 S. State Street Ann Arbor, MI SSC HR Wolverine Tower 3003 S. State Street Ann Arbor MI SSC Personnel File Only Wolverine Tower 3003 S. State Street Ann Arbor MI Address: 7 University of Michigan Shared Services

8 Quick Tips for Facilitating your Service Requests CALL Preparing before you call Calling the SSC Contact Center The SSC Contact Center follows an escalation process if a call is deemed critical FIN Inquires regarding: Provide Contact Center Staff with: (ordered by preference) HR Inquires regarding: Provide Contact Center Staff with: Payment Status Vendor ID Updates and Requests 1. Case Number 2. PO Number 3. Voucher Number 4. Invoice Number 5. Vendor ID/Name 1. Case Number 2. Vendor ID 3. Vendor tax ID/SSN 4. Vendor Name All Inquires 1. UMID when calling for yourself 2. UMID or uniqname of the person you calling on behalf of 3. State department you are calling from Requesting Services 1. Case Number Facilitating your Service Requests Accounts 2. Invoice Number Unit Liaison & SMQ Reps Receivable 3. Customer Number 8 University of Michigan Shared Services 4. Date Payment expected

9 Quick Tips for Facilitating your Service Requests Avoiding Pitfalls that delay processing time Send request to appropriate SSC groups Send request to an individual request only once Include pertinent information in the Subject Line (i.e. PO number, emplid id, p/g number ) NOTE: Requestor receives an auto reply with a case number Reply to the SSC notification if you want to provide additional information (MSG number) Use caution when cc ing SSC addresses Send request several times Leave subject line blank or vague Sending new s related to previous requests will create duplicate cases Cc ing SSC s may create duplicate cases Keep attachments under 20MB limit One request per If you have submitted attached documents in M-Pathways, do not those same documents to the SSC Attachments over 20MB risk not being received Multiple request in one NOTE: This may cause delays ing documents already created in M-Pathways will create duplicate cases There is no need to reply with a thank you once your case is Replying with thank you may create another case 9 resolved University of Michigan Shared Services

10 Notifications from the SSC Understanding notification you receive from the SSC Request Received Inquiry Resolved Transaction Processing 10 University of Michigan Shared Services

11 Notifications from the SSC Understanding notification you receive from the SSC Request Received You will receive this when the SSC has received your request Inquiry Resolved Transaction Processing 11 University of Michigan Shared Services

12 Notifications from the SSC Understanding notification you receive from the SSC Request Received Inquiry Resolved You will receive this when the SSC has resolved your inquiry. Note: This notification is only for inquiries. Notification for transactions come in many different ways and is covered in the next slide. Transaction Processing University of Michigan Shared Services 12

13 Notifications from the SSC Understanding notification you receive from the SSC Request Received Inquiry Resolved Transaction Processing You may receive the following notification s while your transaction is being processed: Additional information needed: Follow-up s manually sent from the case System follow-up s Approval necessary: M-Pathways Transaction Processed notification: M-Pathways Manual from SSC staff 13 University of Michigan Shared Services

14 Quick Tips for Facilitating your Service Requests Deciphering s FROM the SSC Please reply directly to received from an associate following up on a case. If you receive an from SSC that does not clearly provide information for you, please reply requesting clarification. (This is currently a manual process we were not expecting, we are continuing to educate staff and find alternatives) A Reference Number (Ref:MSG number) is provided at the bottom of the case which ties all correspondence about the case together. Out-of-Office s from SSC associates does not mean your work is sitting idle. Requesting Services Facilitating your Service Requests Unit Liaison & SMQ Reps 14 University of Michigan Shared Services

15 Unit Liaison & SMQ Reps Schools Colleges Units Transaction Processing SSC Contact Center General Feedback Unit SSC Liaison SMQ Rep Role: Primary point of contact for the Liaison Gather and feedback from Unit SSC Liaisons Manage the timely follow-up and communicate resolution of issues and concerns Bring back continuous improvement ideas from units for SSC Unit Liaison Role: Primary point of contact to communicate feedback from the unit Gather and track feedback from their units and communicate to the SSC (via SMQ Rep) Communicate issue resolution to impacted unit faculty or staff Assist unit faculty and staff with understanding how to contact the SSC Liaison contacts SMQ Rep 15 University of Michigan Shared Services

16 Q & A Questions Observations Feedback 16 University of Michigan Shared Services

17 10 minute break before FIN & HR Breakout Sessions Reminder: SSC Open House Tomorrow (10/10/14) 4-7pm RSVP at: FIN BREAKOUT SESSION: stay here in the Forum Room HR BREAKOUT SESSION: Great Lakes, North 17 University of Michigan Shared Services

18 FIN BREAKOUT AR/AP Overview & Services Provided AR/AP Quick Reference Guide AR/AP Issues Identified & Solutions 18 University of Michigan Shared Services

19 Accounts Receivable: Services Provided AR the SSC: General Receivable Customer and Invoice processing General Receivable Invoice Collections Electronic, Check and Credit Card Payment Processing Unallocated Payment Research and Resolution Sponsored Programs Customer and Invoice processing Sponsored Programs Invoice Collections For additional information regarding AR the SSC AR150 and AR160 are available online. ( AR Overview & Services Provided AR Quick Reference Guide-Services AR Issues Identified & Solutions 19 University of Michigan Shared Services

20 Accounts Receivable: Success Stories Thank you for your support, patience and feedback. Without your help, we would not be able to report these successes. We value your continued feedback so that we can continue to improve and remedy areas that are not working well. Success Stories: Sponsored Project Interim and Final Invoices submitted by due date in line with or better than August 2013 figures Units express that new forms are user friendly AR Overview & Services Provided AR Quick Reference Guide-Services AR Issues Identified & Solutions 20 University of Michigan Shared Services

21 Accounts Receivable: Services Quick Reference Guide AR Service Area General Receivable Customers General Receivable Invoicing Electronic Payments Unallocated Payments Credit Card Payments Check Payments Sponsored Receivables Quick Tips Use the proper template, follow MyLinc procedures and look for an from M-Pathways when a customer is established. Utilize the SSC for general invoicing, remember to use the proper template, follow MyLinc procedures, once you receive an from M-Pathways you can view it immediately in imaging. Encourage your customers to include a shortcode or contact name when sending a payment if the payment is not associated with an invoice, and send electronic payment notifications to electronicpmts@umich.edu. unallocatedssc@umich.edu to inquire about payments you were expecting and did not receive. Call to make a credit card payment for an invoice, providing invoice or customer number. Mail checks for invoices (General and Sponsored) or Sponsored Projects checks to our Lockbox address. Contact the SSC regarding a specific billing. SSC AR will contact units for unit supplied support. Units can send support in advance of contact by SSC AR to BiTeam@umich.edu. Please include p/g number. Sponsored Receivables are also handled by SSC AR. 21 University of Michigan Shared Services

22 Accounts Receivable: Issues & Solutions Topic Description Resolution/ Status Invoice AR Forms Invoices were sent out to customers the first few days of August with incorrect phone numbers Not all U of M units were aware of the new AR forms AR forms not immediately available on SSC website AR invoice form was missing address to send form to Insert was added to mailings until issue resolved ISSUE RESOLVED AR contacted and worked with these units All forms are now available on the SSC Website address has been added to the form ISSUE RESOLVED 22 University of Michigan Shared Services

23 Q & A Questions Observations Feedback 23 University of Michigan Shared Services

24 Accounts Payable: Services Provided AP the SSC : Outgoing Payment Processing Invoices Payment Requests Vendor Management New Update Domestic & Foreign Reporting For additional information regarding AP the SSC AP151 is available online ( AP Overview & Services Provided AP Quick Reference Guide-Services AP Issues Identified & Solutions 24 University of Michigan Shared Services

25 Accounts Payable: Success Stories Thank you for your constructive feedback which resulted in many technical and process changes! Success Stories: Received over 60,000 AP cases since go-live Backlog caught up sooner than expected (took 5 weeks - anticipated to take 2-3 months) Status published at SSC ( Many tech and process changes AP Overview & Services Provided AP Quick Reference Guide-Services AP Issues Identified & Solutions 25 University of Michigan Shared Services

26 Accounts Payable: Services Quick Reference Guide Question: Why was my request not processed? (i.e. voucher not created)? Why has my voucher not been paid? (i.e. voucher created but not paid yet)? What are the expectations for Creating Payment Requests in M-Pathways and attaching support directly in M-Pathways? How to leverage the quickest processing time? What support is needed for vendor payments? How can I avoid delays in processing vendor invoices with a PO? Quick Tips Transaction status on If outside the date being worked on - call the Contact Utilize Unpaid Voucher Report (Demo / Walkthrough) Job aid: Unit creates payment request in M-Path & attaches support - Expect a 2-3 day turnaround if attached in M-Path (note: some Payment Requests require additional approvals) Complete and accurate requests Utilize POs at the time of order Send inquires and transaction request to appropriate areas (include pertinent information) We can only process payments from invoices due to internal controls Ensure the correct vendor is used on PO - validate vendor information before epro req. 26 University of Michigan Shared Services

27 Accounts Payable: Issues & Solutions Topic Description Resolution/ Status Imaged Docs Unable to view on day one - communication sent on 8/4/14 Temp Fix (Final 10/10 10/13) Duplicate Requests Old Coversheet Approval Routing Be sure to attach support to M-Pathways Payment Request MyLINC training available Old barcode coversheet = old imaging process, SSC never notified Restart of approval workflow Internal Control unit requester / voucher creator not able to also approve voucher Unit Training Unit Training & Monitoring report from ITS Fixed 9/23 Utilize SSC Notifications Confusion around notifications being sent from the SSC Fixed 9/23 Charging Instructions Voucher Comments Invoices without PO Student Employee Voucher 27 Clean-up Charging Instruction Definition not clear Special Instructions needed in voucher comments Internal SSC process changes to better handle invoices without a PO# but with address Confusion around student employee reimbursement process Procurement and SSC are partnering to clean-up old vouchers Unit Training Addressed with Training Adjustments made and Training Unit Training TBD

28 Q & A Questions Observations Feedback 28 University of Michigan Shared Services

29 HR BREAKOUT HR Overview & Services Provided HR Quick Reference Guide HR Issues Identified & Solutions 29 University of Michigan Shared Services

30 Human Resources: Services Provided HR the SSC: Benefits Enrollment changes COBRA Fellowship/Medical School eligibility upload process Data Management Faculty/Staff appointment transactions Address/Personal Change Forms Temporary appointment transactions I-9 data verification and entry PeoplePay PAR (Personnel Action Request Form) Processing Additional information regarding HR Services is available online. ( HR Overview & Services Provided HR Quick Reference Guide HR Issues Identified & Solutions 30 University of Michigan Shared Services

31 Human Resources: Success Stories Thank you for your partnership in making the Shared Service Center a success. We value your input and continuous feedback as it helps to facilitate continuous improvement. Your comments, questions, and concerns are always welcomed and valued, and we hope to provide more forums, such as this, to share valuable information, best practices, and a framework for continued collaboration. Success Stories: Since the move to shared service, peak processing times have steadily decreased, many cases have been processed within the SLA. Current processing times are averaging 3 business days, well within the SLA expectation. HR Overview & Services Provided HR Quick Reference Guide HR Issues Identified & Solutions 31 University of Michigan Shared Services

32 Human Resources: Services Quick Reference Guide HR Service Area Processing Method Quick Tips Paperwork is sent in to the DMC for imaging. Once imaged, it creates a case in ServiceLink and is assigned a case number. The case will be opened and processed according to the FIFO method (First in/ First Out) based on the date received in the SSC. Expectations for Processing Times for all requests Traditional Peak Processing Times (August/September, January and June) are 7-10 business days. During nonpeak times, SLA guideline is 5 days. Issues related to payroll cutoffs are handled with priority. Processing Inquiries For inquiries about the processing status of paperwork that has been submitted to HR, please include the UMID and the type of transaction requested, so that we can expedite a response. The current HR processing status will update daily and is available on the SSC Web site: Benefits Open Enrollment Open enrollment: October 27th November 7th benefit rates are available on Wolverine Access. Newly elected coverage begins, January 1, Phone support is available by calling the service center at or toll free at Information is available at Data Management- I-9 PAR PAR For faster processing Please remove all post it notes from the I-9 form prior to sending to DMC or scanning to ImageNow. I-9 forms cannot be faxed for processing. All I-9 s must be processed from original forms. Includes Workflow and Submittal Forms. Once your PAR Submittal Form is received requested changes are manually entered by the HR Data Management Team using the FIFO Method of Processing. Include as much detail as possible about your PAR transaction request in PAR Comments section. Timely submission of transactions relative to processing times and payroll cutoff will help facilitate faster processing. Phone support for PAR transaction assistance is available by calling

33 Human Resources: Issues & Solutions Topic Description Resolution/ Status Technical Issue: Future dated rows RESOLVED SEPT 17 Technical Issue: Slow moving system RESOLVED Human Resources: Training Resources Topic Resources Assistance PAR Transaction Training Fellowship Upload Training MyLinc: HRE 107 Processing Personnel Action Requests (PAR) Transactions MyLinc: BNE 201 Graduate Student Fellowship Benefits Training Step by Step guide for PAR Processing. Step by step guide for processing an upload. 33 University of Michigan Shared Services

34 Q & A Questions Observations Feedback 34 University of Michigan Shared Services

35 Additional Resources Copies of HR, AP, and AR Quick Resource Guides are available on the SSC Website. HR Resource Guide AP Resource Guide AR Resource Guide 35 University of Michigan Shared Services