Back to Basics. Office of Operations 2013 Fall Conference November 6-7 STATE OF NEW YORK OFFICE OF THE STATE COMPTROLLER

Transcription

1 Office of Operations 2013 Fall Conference November 6-7 Back to Basics epay Self-Service Service New York State Office of the State Comptroller Thomas P. DiNapoli, Comptroller Office of Operations John Traylor, Executive Deputy Comptroller Division of Payroll, Accounting and Revenue Services Christopher Gorka, Deputy Comptroller Dave Hasso, Assistant Comptroller Robin Rabii, Director, Bureau of State Payroll Services

2 Panel Presenters Robin Rabii, Director, Bureau of State Payroll Services Michele Hasso, Assistant Director, Bureau of State Payroll Services Colleen Conley, Sierra Systems, Consultant t Darlene Shepard, Assistant Director, IT Services, CIO 2

3 Business Drivers for Self-Service: epay Legislation has been introduced to support alternative methods for state employees to receive paycheck and advice information. Use of technology to perform these types of functions is widely accepted and in most cases expected to be available. Reductions and consolidations in workforce are causing agencies to look for more efficiencies in their business processes. 3

4 Self-Service Trends According to Zendesk the practice of customers who prefer helping themselves or customer self-service is now at 67 percent Cisco s s Customer Experience Report says: The majority (61 percent) of global consumers are open to shopping at a fully automated self-service store 52 percent prefer self-checkout stations in order to avoid waiting in line to make purchases. 4

5 Trends in Employee Self-Service Breakdown of States Utilizing Employee Self Service ESS Status # States Have Employee Self Service 33 Employees Self 28 AL, AZ, AK, DE, DC, FL, GA, ID, IN, KS, KY, LA, MA, MD, MI, Service MN, MO, MS, NC, OH, PE, SC, TN, UT, VE, VI, WA, WY Form of Self Service 2 HI & IN Under Construction 3 ME, NH, & NY No Employee Self Service 18 AL, CA, CO, CN, IL, IO, NE, NV, NJ, NM, ND, OK, OR, RI, SD, TX, WV, WI 5

6 Self-Service Examples at the Statewide Level Jurisdiction Volume Self-Service Offerings Benefits State of Kansas 52,000 state employees eprofile, epay Reduce labor involved in re-issuing i W-2s State of Tennessee State of Georgia Commonwealth of Massachusetts 152,000 state and local employees 100,000+ state employees ebenefits, epay, eprofile, Time & Labor eprofile, epay More flexibility for employee maintenance of their own data; access to quickly implement changes Reduction of paper forms 90,000 state eprofile, epay Easy access and employees update for employees State of Delaware 38,000 state employees ebenefits, eprofile, epay 6

7 Self-Service Merriam-Webster Definition of Self-Service The serving of oneself with goods or services to be paid for at a cashier's desk or by using a coin-operated mechanism or a credit or debit card 7

8 Self-Service e-pay 8

9 Self-Service : epay What is epay? epay is Employee Self-Service Service Access to Payroll Features View / Print Paycheck and/or Deposit Advice Direct Deposit Enrollment Opt out of receiving deposit advice On-line Tax Withholding Processing (W-4, State, Local) W-2 Address Change Voluntary Direct Deposit Personal Information / Address add / update 9

10 Benefits of Self-Service: epay Benefits to Employees? Increase customer service Increase employee satisfaction Satisfy pent up expectation for self-service service functionality Paycheck information is available sooner than a paper copy Ability to assist in managing your personal data to ensure accuracy On demand printing available where ever and whenever you need it 10

11 Benefits of epay Benefits to Agencies Self-Service reduces the number of requests for information to be fielded by payroll staff Agency administrative workload decreases Less is spent on paper forms and less time is spent processing employee transactions (i.e. W-4 changes) Continuity of Service Hurricane Sandy buildings closed and NYS OSC had difficulty getting paychecks to state employees Self-Service ensures continuity of service even during significant events 11

12 Benefits of epay Benefits to Agencies Cost Savings: Costs associated paper advices and checks are reduced No paper, No postage, No sorting, No distribution, and A REDUCTION IN COST TO YOUR AGENCY BUDGET! Savings are also realized through reduced labor costs associated with paper advices and checks. Employees can answer many questions independently, lowering the number of phone calls to the Human Resources and Payroll departments Build efficiencies and savings through the replacement of paper- based processes with electronic solutions 12

13 Opportunity for Savings Month Name Changes Dir. Dep. Changes Address Changes w4 Changes Oct 12 4,470 9,172 8,741 13,125 Nov 12 5,441 8,571 10,245 11,176 Dec 12 2,724 5,794 8,193 7,383 Jan 13 5,321 7,212 14,577 10,557 Feb 13 4,551 7,030 8,755 13,035 Mar 13 3,746 6,841 6,257 11,593 Apr 13 2,423 7,001 5,197 16,541 May 13 3,593 6,561 6,482 11,570 Jun 13 4,260 6,990 6,846 10,150 Jul 13 3,141 7,144 6,303 9,136 Aug 13 5,879 9,227 9,249 13,332 Sep 13 8,258 12,648 13,906 20,386 Oct 13 1,101 3,548 2,535 3,727 Total 54,908 97, , ,711 13

14 Check and Direct Deposit Stats Military & Naval Payroll Check Date 10/01/13 Advices % Checks 1 03% 0.3% Institution Payroll Check Date 10/01/13 Advices 82, % Checks 29, % Both 4, % Administration Payroll Check Date 10/01/13 Advices 125, % Checks 17, % Both 4,359 29% 2.9% 14

15 epay Self-Service Functionality PHASE 1 Self-Service Introductory Phase: View Paycheck / Deposit Advice Opt Out of Paper Deposit Advice Personal Information add / update addresses PHASE 2 Self-Service Service Savings Phase: Modify Tax Withholding (Federal, State, Local) Change Employee Address (Home, Mailing, Check) Submit a Name Change View / Print W-2 Re-issue W-2 15

16 epay Self-Service Functionality PHASE 3 Self-Service Expansion Phase: Add / Update Direct Deposit Update Voluntary Deductions 16

17 Benefits of epay Benefits to Employees of Viewing Paycheck / Deposit Advice Online View paycheck information from any computer with Internet access and a certified web browser using an ID and password. Access paycheck information while on vacation or working out of town. Access to their paycheck information before actually receiving checks and/or advices. eprint a copy of paycheck information for verification purposes p (i.e. loans, etc.). 17

18 View Paycheck 18

19 View Paycheck / Deposit Advice 19

20 Benefits of epay Opt Out Opt Out of receiving paper advice to eliminate / reduce paper copies of paper stubs or advices the data will be available online for 13 months (rolling basis) Cost Savings to New York State Reduces staff time to print, sort and distribute paper 20

21 View Only Direct Deposit Page 21

22 Opt Out of Receiving Paper Deposit Advice 22

23 Opt Out Submit Confirmation 23

24 Update 24

25 epay Approach Direct self-service access to data immediately updates the PayServ database Direct Deposit Changes and Tax Information Changes - System messages regarding when the employee will see the change epay Self-Service Portal will be included Portal provides is ease-of-use. a virtual front door a rich navigation structure featured content including hyperlinks to relevant sites Access to epay via: Internet Hours of Operation: 6:00 a.m. 6:00 p.m. (outage needed for batch schedule) Hours of operation and availability will be expanded Who has access to epay Active employees have access to self service Employee access is terminated t upon resignation, retirement, t termination, ti etc. 25

26 epay Self-Service Access Self-Service Users Use NYSDS userid and password to access Self-Service Portal and Self-Service Features Agency Payroll Officers Agency Payroll Officers will have 2 userid s and passwords 1 userid /password for Self-Service via NYSDS for self service access 1 userid / password for PayServ via egov for State work 26

27 NYSDS Sign-in Page 27

28 epay Portal

29 Security Self-Service will include authentication through the New York State Directory Service (NYSDS) NYSDS is the New York State Directory Service provider for secure access to applications NYSDS is the initial gateway for getting access to epay PeopleSoft (PayServ) application security will enforce roles and permission lists to ensure that employees can only access their own data epay will include security to encrypt and protect confidential data 29

30 User Support Self-Service User Support Options Online help support and user tools to assist with problem resolution Payroll Officer for questions concerning payroll data OSC / NYSDS user access and connectivity Technical assistance as needed 30

31 Implementation Plan Phased approach to epay rollout Pilot implementation OSC Late Q Results of pilot will be used to finalize plans and timetables for expanding deployment to agencies. How will the Deployment Schedule be Determined? OSC Implementation team will define the selection criteria and recommend roll-out agencies to the Project Steering Committee. Agencies will be involved in the roll-out preparation, including: Coordination with NYSDS. Review of NSYDS data. Employee outreach and communication. OSC will develop a detailed implementation plan, including: Goals Timeframes Resources Significant aspects associated with implementing self service Factors for selecting the order for agency deployment. 31

32 Oracle Certified Browsers Oracle Supported Browsers: Firefox version 4 and higher (current version 24) Google Chrome version 13 (current version 30) Internet t Explorer versions 7-10 (current version 11) Safari versions 3, 4, 4.3.3, 5, 6 (current version 6) 32

33 Other Communications OSC will provide continuous communication about the epay Project Communication information about Self-Service is available via: The PEP Self-Service S website Payroll Users Group Meetings Payroll Bulletins Blast s 33