SHARED SERVICES ORGANIZATION & GOVERNANCE STRUCTURE PROPOSAL. February 14, 2012 University of California, Berkeley

Transcription

1 SHARED SERVICES ORGANIZATION & GOVERNANCE STRUCTURE PROPOSAL February 14,

2 What is in This Presentation How many Shared Services Centers will there be? What services will be shared? Who will be in charge of Shared Services at Berkeley? Who else is involved with the governance? What are the roles of those involved? How will services be provided? How will service quality be assured? What is the approach to implementing this structure? 2

3 Three Components of Shared Services Structure Best Fit Service Organization Single, Matrixed Infrastructure Robust Governance Relationship-based teams Contact Center team Service designed around business requirements Scope defined by business requirements Strategically grouped teams and local service Tiered funding Common service delivery and tools Clear roles and coordination Three advisory levels Oversight Management Advisory Clear accountability decision rights feedback loops 3

4 Campus Units Focus on Programmatic and Strategic Support Shared Services will deliver sharable Human Resources, Academic Personnel Office Transaction Support, IT Services, Financial Services, and Research Administration. Campus units will deliver programmatic support such as Strategic Planning & Advising Development and Fundraising Program Planning, Development & Support Managerial Leadership Public & Alumni Relations Curriculum Development Support Administrative Assistance Academic Personnel (Ladder Faculty /Other Teaching Titles) Student Services (academic/co-curricular programs) Coordination with Shared Services Facilities Management Space Utilization Enrollment Planning Course Administration Event Planning & Coordination Web Site Development & Support Technical Instructional Support Services On site services (e.g. Shipping & Receiving, cashiering) Local Applications Development & Support Student Financial Support Training Grant Admin 4

5 Single Matrixed Organization, Service Team Structure VCs, Functional Owners Units Shared Services Functional UNIT C UNIT B UNIT A UNIT D UNIT F UNIT E VCR VPF VCAF Campus Unit Leaders (e.g., Dean, VC, Chair) Campus Unit Leader (e.g., Dean, VC, Chair) Campus Unit Leaders (e.g., Dean, VC, Chair) Senior Unit Admin Leaders Senior Unit Admin Leader Senior Unit Admin Leaders Shared Services Leader Shared Services Finance Director Team A Finance Team B Finance Team C Finance Shared Services HR/APO Support Director Team A HR/APO Support Team B HR/APO Support Team C HR/APO Support Functional Leaders 1 Shared Services RA Director Team A RA Team B RA Team C RA 1 Includes CFO, AVC HR, CIO, AVC RA & Compliance, and Director Academic Personnel Shared Services IT Director Shared Services IT 5

6 Key Roles Shared Services Management Shared Services Leader Shared Services strategy and standards Operational oversight - operating and service delivery; metrics; staffing; culture Key liaison to campus unit leaders (Deans, VCs, etc.) Define customer service competencies, training requirements Bring stakeholders together Problem resolution Performance management, hire/fire Service Center Directors Service Center Functional Directors Deliver service through functional service teams Technical and policy expertise Issues tracking, trends, and communication Problem resolution Service delivery continuous improvement Key liaison to Functional Leaders Participate in and deliver functional competencies and training requirements Hire functional teams Functional Leaders (e.g., CIO, AVC HR, etc.) Functional campus-wide strategy and standards, policies and compliance expertise, development, guidance, and infrastructure Liaison to UCOP, peer institutions, external organizations Oversight of central campus functions (e.g., Labor, Network, APO, etc.) Define functional competencies, training requirements Participate in hire/fire of functional Service Center Director 6

7 Ensuring Service Quality through Oversight Oversight Body Responsibilities Membership & Meetings 1 Leadership Oversight Board 2 3 Performance Management Team Functional Advisory Councils Provides input and recommendations to VCAF & Shared Services Leader regarding Shared Services strategy and performance Provides input and recommendations to Leadership Oversight Board Responsible for operational and service performance management and collaboration on resolution of escalated service issues. Provides input, feedback, and recommendations to Shared Services Leader, Functional Leader, and Performance Management Team on functional service delivery, standards, and tool Chaired by VCAF Reps from Cabinet (VCR, VPF, etc.), Council of Deans, Academic Senate, Student leaders Shared Services Leader Chaired by Shared Services Leader Representatives from Senior Unit Administrative Leaders Functional leaders Chaired by Shared Services Functional Directors Representatives from Academic Senate, Senior Unit Administrative Leaders, 7 faculty, students, and staff

8 Service Culture: Ensuring Service Quality Service Teams Relationship services built in teams Contact center service team Clear points of contact Mutual accountability across service delivery Cross functional coordination across teams Empowered frontline Defined escalation channels Service Quality/ Org. Effectiveness Transparent key metrics Training Service Level Agreements Talent management Issues tracking, service trend reporting Performance management Standardized goal setting 360 Feedback Campus Feedback Leadership Oversight Board Performance Management Team Functional Advisory Councils Surveys Continuous improvement Proactive campus engagement 8

9 Implementation Approach Early Adopters to build a solid operational base Standardized Day 1 processes and tools Critical Mass of service providers to build on Leverages and redesigns existing administrative service cluster structures as building blocks Applies existing best practices and early improvements in processes & tools Implementation of Shared Services management & infrastructure Standard level of service (tier 1) implemented during phase one (first months); higher levels of service implemented later Longer implementation period and increases resources for early adopters to ensure solid operational base Then phased by unit cohorts; building block approach Continuous improvement and technology enablement throughout implementation 9

10 Unit Pre-Implementation Planning Planning Implementation timing and service team assignments negotiated with unit leaders Robust and collaborative pre-implementation planning to support smooth transition; detailed unit transition timeline Staffing Review and redefine impacted senior unit administrative positions (EVCP-led effort) Review of staffing and impacted positions with unit leadership Shared Services staffing and workforce transition plan Plan for parallel unit staff reorganization and position realignments as necessary Service Transition Develop and negotiate Service Level Agreements (including service costs) Transition all functions for the unit, with staggered starts Strategically co-locate teams with implementation Shorter implementation periods as units join existing operational base 10

11 What s Next Organization Structure and Governance Review Deans, Chairs and MSOs: 2/23 OE Coordinating Committee: 2/10, 2/24, 3/8 (includes formal budget proposal) OE Executive Committee: 3/8 (includes formal budget proposal) OE Executive Committee: Final Approval TBD in March (includes formal budget proposal) Next Milestones High Level Space Strategy: 2/28 Funding Model Recommendation: 3/31 Workforce Development and Transition Plan: 3/31 Baseline Metrics: 5/31 Standard Processes: Spring early summer 2012 Standard Tools: Day 1 tools September 1, 2012; ongoing enablement Early Adopters: by September 1,

12 Questions 12

13 Appendix 13

14 Berkeley s Shared Services is An internal service organization staffed by functional subject matter experts using standardized processes and efficient systems to deliver consistent, high-quality, administrative services to the campus community in support of Berkeley s teaching, research, and services missions. 14

15 Key Roles Campus Unit Leadership Campus Unit Leaders (e.g., Dean, VC, Chairs, etc.) Senior Unit Administrative Leaders (e.g., CAO, CIO, Chief of Staff, MSO) Direct supervision of single point of contact/liaison to Shared Services through Senior Unit Administrative Leader (e.g., CAO, Chief of Staff, etc.) Participate in Shared Services senior service team (e.g., Team A Finance Manager) staff hiring and performance feedback Final approval of Service Level Agreement (Dean/VC) Input into Shared Services strategy, metrics, and continuous improvement Single point of contact for Campus Leader; liaison to multi-function Shared Services team for unit Manage local unit staff; focus on unit and academic program management and support Accountability for coordinating with Shared Services for issue resolution and problems Negotiate Service Level Agreement (CAO/Chief of Staff) Participate in service team performance feedback 15

16 Human Resources & Academic HR Service Menu for Human Resources & Academic Personnel DRAFT Area Shared Services Central Campus Campus Unit Academic Personnel 1 Pay Actions Coordination* HR Transactions in HCM* Benefits Enrollment and Counseling* Employment Changes Support (leaves, separations, etc.)* Timekeeping Support Records Management Leave Balance Monitoring/Reconciliation Onboarding Support Visa and Immigration Support Relocation ( Removal ) Services Labor Relations Central Employee Relations Manage Records in HCM Seek Permission to Recruit (if necessary) Salary Setting Department/Unit Onboarding, Training, and Separations Performance Management Initiate Employment Changes and Coordinate HR Transactions with SSC HR Advisory and Employee Relations Staff Recruiting and Onboarding Student hiring & onboarding (undergraduate) Employment Services, Senior Level Recruiting Compensation Classification Equal Employment Opportunity Learning and Development Interviews & Selection Student employee local onboarding Personnel 1 Recruitment and Pre-Employment Activity Support (e.g., advertising, travel booking, offer letter, etc.) Outside Activities Reporting Non-teaching titles (e.g. post docs, scientists, researchers) support for appointments, merits, promotions, etc.) Academic Personnel Office Office of Faculty Equity Search and Recruiting Activities (e.g., interviews, selection, appointment case, etc.) Faculty Review Process 1 Not all services are in-scope for all titles * Goes to system-wide center by

17 Finance & Financial Services Service Menu for Finance & Financial Services DRAFT Area Shared Services Central Campus Campus Unit Financial Services Payroll Actions Support* One-time and by agreement payments, summer salary, recruitment allowances, payroll reconciliations and expense transfers, vacation and leave accruals Purchasing & Payments Payment requests, purchasing, blucard and event card reconciliation, purchase orders and requisitions, purchasing for professional services, returns, confirmation of receipt of goods Reimbursements (T&E and other) Cash Handling Support Student Award Requests (DSAS) Recharge Transactions Timekeeping (roles TBD pending CalTime implementation) Financial Planning & Analysis Support? TBD pending completion of CalPlanning mapping Office of the CFO Functions Controller s Office Functions Business Contracts Office Unit Strategic Planning, Resource Planning Unit Financial Planning and Analysis Budgeting, Respond to Budget Calls Ad Hoc Financial Reporting Cashiering Shipping and Physical Receiving Provide confirmation of receipt Recharge Rate Development * Goes to system-wide center by

18 Information Technology Service Menu for Information Technology DRAFT Area Shared Services Central Campus Campus Unit End User Device Support Device Procurement & Provisioning Device Asset Management Website Services Office of the CIO IT Standards, Architecture, Platforms, and Tools Campus-wide IT Infrastructure Enterprise Application Procurement, Development, and Support Network and Server Procurement & Support Security Technology Recharge Local Unit Application Development and Support Local Unit Website Development and Support Research Technology Procurement & Support Computational Support Other Local Technology Support * Goes to system-wide center by

19 Research Administration Research Administration Service Menu DRAFT Area Shared Services Central Function Local Unit Pre and Post Award Grants Management Human Resources Support Financial Management Financial Services Payroll* Procurement Reimbursements (Travel & Entertainment, and other) Shipping, Receiving, Delivery Property Management and Equipment Inventory Research Gift Administration Sponsored Projects Office Central Compliance Function Intellectual Property & Industry Research Alliances Extramural Funds Accounting Academic Personnel Office Activities Training Grant Tracking 19

20 Optimizing & Balancing Guiding Principles Shared Services Guiding Principles Serves the UCB Community Supports Mission of Teaching, Research & Public Service Increases Efficiencies Values Staff Leverages Functional Expertise & Institutional Knowledge Creates a Strong Service Focus Strives for Simplicity Operates with Transparency & Accountability Optimizes Savings Organizational Structure and Governance Model Unified, matrixed internal administrative service organization serving all campus client groups Reduces faculty/staff time spent on administrative tasks allowing strategic & programmatic focus Promotes standardization of processes and leverages technology to enable end-to-end workflow processes for local, central, and shared services Career growth opportunities; learning and development culture Staff with functional subject matter expertise; Client knowledge and familiarity where business requires Transactional support with strategically co-located & local service delivery; 360 degree feedback loops and service surveying Relationship based service teams and coordination; simple means of contact; standardization of processes and tools; simplified funding structure Three levels of advisory groups: leadership, performance management, and functional areas; clearly established roles Savings over time; includes productivity while minimizing risk Evaluates Performance by Metrics Service benchmarking; robust performance management 20

21 Implementation Approach: Building Blocks Unit Cohorts roll in over time in phased approach Finance & Financial Services Academic and Administrative Units IT End User Support Services HR/APO Support Services Research Administration Services Early Adopters create operational base Finance & Financial Services IT End User Support Services HR/APO Support Services Research Administration Services Shared Services Management & Operational Infrastructure 21