Carnegie Mellon University. CMUWorks Staff Council November 21 st, 2013

Transcription

1 Carnegie Mellon University CMUWorks Staff Council November 21 st, 2013

2 Agenda Benefits Fair Recap Employee Service Center

3 Benefits Fair Recap Benefits Fair Campus and Project team members staffed a booth at the recent Employee Benefits Fair to raise awareness of the new Workday system and the new Employee Service Center (ESC) Workday s All About Me page was projected and demos on Employee Self Service and Qme tracking were offered Overall feedback was very posiqve. Booth atendees were quoted saying: I'm very excited, no paper Qme sheets "This is long overdue "Will academic appointments be in this system? Great! We hate the current process" "I think I'm gonna love this, no..i know I'm gonna love this" "It's great that this will be available on an app for mobile" "Who started this, because I want to thank them" "Is this even for students to enter their Qme on- line..yes!!" "I love that all this informaqon is in one place Visitors to the booth were given micro- buffs printed with the project website and informa=ve door hang- tags

4 CMUWorks: Integrating People, Process & Technology CMUWorks is a University-Wide: 1. Business Transformation Project- We are redesigning HR & Payroll business processes to be more efficient and effective on an end-to-end basis 2. System Implementation Project- We are implementing new technologies (Workday, Global Payroll, Recruiting) to enable the University s long-term business process needs 3. Opportunity To Revise Our Process & Technology Support Model- As we improve our processes and enabling technologies we are also taking advantage of this unique opportunity to invest in our employees by rolling out an Employee Service Center (ESC) 4. Project That Will Be Successful By Focusing On The Requirements of Our Key Stakeholders and End-Users- We are engaging our campus community in the business process system design and supporting this migration through a substantial change readiness, communication, and training effort 4

5 Moving to a Shared Services Model: Key Drivers for the Employee Service Center (ESC) Strategy High volume of manual transactions and administrative activities leaves little time to deliver strategic services Limited use of standard definitions (e.g., time to hire) hinders reporting and performance measurement Delivery No single point of contact for employees and retirees to request support Lack of clear accountability for specific outcomes Insufficient measures to gauge impact / quality of services Processes & Applica8ons Diverse processes and lack of standardization lead to o duplication of effort o inconsistent employee experience o multiple versions of the truth o compliance risks Manual processing/multiple handoffs System workflow capabilities are limited The University community, along with its leadership, has charged CMUWorks to focus deliberately on improving service, experience, and value for faculty, staff and students with the crea8on of an Employee Service Center (ESC) Strategic Imperatives: Reducing the administrative burden across campus Developing and maintaining strong relationships with campus and central stakeholders in order to continuously improve service delivery specific to their areas Improving ESC capability by evolving the service delivery model, tools, and performance measures to achieve or exceed expected performance results Managing the ESC with fiscal responsibility but without sacrificing customer service Building ESC capabilities by developing competencies that address existing and emerging requirements 5

6 Employee Service Center (ESC): What it is it? In conjunction with CMUWorks and the Workday Implementation, CMU is creating Employee Service Center (ESC) to provide more efficient, and high quality HR and Payroll services to CMU Employees, Managers and Local Administrators. Illustrative Employee Service Center Subject Matter Experts Employees Employee Self- Service for Faculty Staff & Students Managers Manager Self- Service Local Administrators Customer Support First Point of Contact Transac8on Processing ü Designated HR & Payroll TransacQons ü System TroubleshooQng & ResoluQon ü Process/Policy Inquiries ü Dedicated resources to specific academic and administraqve units Escalation Outside of ESC when required Recruiting Benefits & Compensation Computing Services Employee Relations HRIT Learning & Development Assigned Admin Roles Tier 1 Tier 2 Finance Tier 3 -ESC support infrastructure will be arranged in Tiers (1, 2, 3) to be escalated as needed -Tier 1 will be the first point of contact for employees for in-scope HR, Benefit and Payroll information -Complex requests will be handled and escalated accordingly 6

7 ESC Director Search CommiNee Overview - ESC Functional Model ESC (HR & Payroll Shared Services) ESC Func8onal areas represent designated transac8onal components of in- scope HR and Payroll processes. External ExperQse Tier 3 Tier 1 Tier 2 RecruiQng Inquiry Intake and support for HR/Payroll Policy FAQs Tier 2 TransacQon items Inquiry Rou8ng For Performance Management Learning & Development CompensaQon Addi8onal: First line for walk in support Process Hiring & Onboarding (Complete) Process Work AuthorizaQon (Complete) Track Visa & ImmigraQon Data Process Employee Data Management Requests (Complete) e.g. add job, change job, Andrew ID requests, system access requests Process Payroll Process Time & Labor (Emergencies Only) Process Health & Welfare TransacQons(Complet e) Process 401k/403B TransacQons (as needed) TerminaQons (Complete) Process TuiQon Reimbursement TransacQons Process InternaQonal HR TransacQons (Parallel US Processes) Run Status/Ad hoc Reports Track Compliance Process Workday Supervisory Org Changes Respond to Fulfillment Requests - e.g. salary verificaqon leters Manage Physical Records (as needed) CompensaQon Benefits Learning Compliance HR Services Finance HRIT Workday (3 rd Party) CMU CompuQng Services Knowledge Management ESC Performance Management FaciliQes Management Metrics & ReporQng Technical Infrastructure InternaQonal HR ESC Opera8ons Management 7

8 ESC Design: ESC Organizational Structure Employee Pay Specialists Cross- Trained Transac=onal Specialists Tier 1 Execu8ve Sponsor ESC Director Tier 2 Decentralized College Administra8ons Customer Support Lead Employee Services Lead Employee Pay Services Lead Dedicated Customer Support Specialists Flex inquiry support Employee Services Specialists Flex transac=onal support EPS Specialists Processing Each college and major administra=ve area is assigned an HR/Payroll liaison Federated Specialists Supplemental Resources Project Team & designated Tier 3 8

9 ESC Design: Tier 1 & Tier 2 Responsibilities Inquiries: ESS FAQs Faculty, Students & Staff Walk- In Services Single POC Tier 1: Customer Support ESS Inquiries: (e.g., Enter/Change Direct Deposit) Time & Labor Inquiries: (e.g., Submit Time) FAQ Inquiries: (e.g., benefit eligibility ques=on) Walk- In Services: (e.g., Onboarding) Inquiry/Issue Triage Control/Status ReporGng Record Keeping Department IniQators & Key Approvers Escalate Direct Line to Tier 2 Tier 2: Employee Services Create/Change Job Requisi=ons Hire, Add Job/End Job, Change Job Enter Compensa=on & Pay Groups Ad- Hoc Compensa=on Changes Termina=ons Allowances Benefits: ü Verify Required Documenta=on ü Manage Re=ree Status Inquiry Support (e.g., Appointments) Mass Data Updates Status Tracking/Control Repor=ng Fulfillment Requests Front- End Payroll AcGviGes Overpayment Recoveries Payment Adjustments Severance One- Time Payments LOA Transac=onal Support Arrears Processing Unclaimed Checks Hand- Off Dept IniGated TransacGons Tier 2: Employee Pay Services On/Off- Cycle Payroll Processing Reconcile Payroll & Distribute Payments Payment Acknowledgements Direct Deposit Transmission Pre- Note Runs (as applicable) Check Prin=ng Periodic Audits/Reconcilia=ons Garnishments Year End W- 2 Process Payroll Repor=ng Back- End Payroll AcGviGes Overpayment Recoveries Payment Adjustments Severance One- Time Payments LOA Transac=onal Support Arrears Processing Unclaimed Checks 9

10 ESC Organiza=onal Structure ESC Functional Model (cont.) Employee Self- Service FuncQons View: Pay History PTO Balance Benefits Informa=on IniGate/Submit: Time Tracking Submissions PTO Requests Leave Requests (where applicable) Benefits Enrollment Personal Data Changes ü Legal Name ü Preferred Name ü Home Address Informa=on ü Self- Iden=fying Informa=on Emergency Contacts Payroll Setup: ü Sec=on 1 of I- 9 ü W- 4 ü Direct Deposit Department AdministraQon 10

11 ESC Organiza=onal Structure ESC Functional Model (cont.) Department AdministraQon IniGate: Create/Change Reqs & Posi=ons Hire Request System Access Add Job/End Job Change Job Ad- Hoc Compensa=on Changes Interna=onal Assignments Personal & Professional Leaves One- =me Service Payments Supervisory Org Changes Terminate Process/Approve: Recrui=ng (Hiring Mgr func=ons) Create/ Distribute Offer LeNer Charging Instruc=ons Academic Appointments Contract/End Con=ngent Worker Time & Labor PTO Employee Self- Service FuncQons 11

12 ESC Organiza=onal Structure ESC Functional Model (cont.) Employee Service Center (ESC) Complete TransacGons: TransacGonal Processing: Employee Self- Service FuncQons Department AdministraQon Create/Change Job Reqs/Posi=ons Hiring & Onboarding: ü Verify Offer LeNer & associated transac=on ü Work Authoriza=on ü Communicate Andrew ID ü Employee Badges Add Job/End Job Change Job Ad- Hoc Compensa=on Changes Manage Union Membership Edit Service Dates Role Assignments & User- Based Security Groups Enter Compensa=on & Assign Pay Groups Termina=ons Supervisory Org Changes Visa Tracking Cobra Events One- Time Service Payments Payroll: Standard & Off- Cycle* Allowances Benefits: ü Verify Required Documenta=on ü Manage Re=ree Status ü Process Tui=on Benefit Requests Process Designated EIBs Transac=ons on behalf of Employees and Managers Correct & Rescind Transac=ons Status Tracking & Control repor=ng Fulfillment Requests Manage Physical Records Central AdministraQon * Payroll for Rwanda and Australia will be processed by the respecqve internaqonal locaqons 12

13 ESC Organiza=onal Structure ESC Functional Model (cont.) Central AdministraQon General Support: Process Escalated Inquiries from Tier 2 CompensaGon: Review Posi=ons/Reqs for Staff Facilitate Annual Compensa=on Review Review Ad- Hoc Comp Changes (staff) Manage Job Profiles Manage Compliance & Job Reclassifica=ons Benefits: Process Medical Leaves Manage Leaves Processes Manage Open Enrollment Maintain Rela=onship with Benefit Carriers RecruiGng: Post Requisi=ons Support Hiring Manager Ac=vi=es HR Services: Coordinate with Tier 2 Representa=ves on HR Policy Considera=ons Support Involuntary Term Scenarios Review Termina=on Reason Codes EOS: Track/Support Iden=fied Disabili=es Conduct Compliance Repor=ng Finance: Manage Payroll Accoun=ng Manage Oracle integra=ons Manage Treasury L&D: Manage Training Programs Administer Training InternaGonal HR: Review Interna=onal Assignments Own Allowance Programs Compliance: Manage Offer LeNer Guidance/Procedures Manage Policies & Procedures HRIT: Configure Workday Manage Workday updates Administer Security ESC Augmenta=on Vendor Management CompuGng Services: Support Technology Support Integra=ons 13