Training Proposal for: Automatic Data Processing, Inc. Agreement Number: Panel Meeting of: November 16, 2012 ETP Regional Office: North Hollywood Analyst: M. Reeves PROJECT PROFILE Contract Attributes: Retrainee Priority Rate Job Creation Initiative Industry Sector(s): Services Counties Served: Los Angeles Priority Industry: Yes No Repeat Contractor: Yes No Union(s): Yes No Number of Employees in: CA: 4,224 U.S.: 37,000 Worldwide: 57,000 Turnover Rate: 7% Managers/Supervisors: (% of total trainees) FUNDING DETAIL 12% Program Costs - (Substantial Contribution) (High Earner Reduction) = Total ETP Funding $482,000 $0 $0 $482,000 In-Kind Contribution: 100% of Total ETP Funding Required $560,750 ETP 130 - Single (08/16/12) 1 of 5
November 16, 2012 TRAINING PLAN TABLE Job No. Job Description 1 Retrainee Priority Rate 2 Retrainee Job Creation Initiative Type of Training Adv. Technology, Business Skills, Commercial Skills, Computer Skills, Continuous Impr., Mgmt. Skills, PL-Bus. Skills, PL-Comm. Skills, PL-Comp. Skills, PL-Other Titles Adv. Technology, Business Skills, Commercial Skills, Computer Skills, Continuous Impr., Mgmt. Skills, PL-Bus. Skills, PL-Comm. Skills, PL-Comp. Skills, PL-Other Titles Estimated Range of No. of Hours Trainees Class / CBT Lab 24-200 0-60 50 24-200 0-60 Weighted Avg: 50 Average Cost per Trainee Post- Retention Wage 600 $720 $15.70 Weighted Avg: 40 $1,000 $15.70 Minimum Wage by County: $15.70 per hour for Job Number 1 trainees and $13.09 per hour for newly hired Job Number 2 trainees, in Los Angeles County Health Benefits: Yes No This is employer share of cost for healthcare premiums medical, dental, vision. Used to meet the Post-Retention Wage?: Yes No Maybe Although employer provides health benefits, they are not being used to meet Post-Retention Wage. Wage Range by Occupation Estimated # of Occupation Titles Wage Range Trainees Administrative Staff 11 Compliance Staff 22 Corporate Support Staff 13 Customer Service Staff 165 Finance/Accounting Staff 33 Information Technology Staff 38 Sr. Information Technology Staff 55 Operations Staff 98 Sales & Marketing Staff 10 Supervisor/Manager 75 Tax Service Staff 130 ETP 130 - Single (08/16/12) 2 of 5
November 16, 2012 INTRODUCTION Founded in 1949 and based in Roseland, New Jersey, Automatic Data Processing, Inc. (ADP) (www.adp.com) provides a wide range of human resource, payroll, tax, and benefit administration solutions from a single source. ADP also provides integrated computing solutions to auto and truck dealers throughout the world. ADP operates the following business segments: Employer Services; Professional Employer Organization Services; and Dealer Services. This proposal specifically targets ADP s corporate Information Technology staff in its Compliance and Payment Services (CAPS) division, headquartered in San Dimas. The company is eligible for standard retraining as a functional group providing significant support services to the company s facilities and customers located both inside and outside of California. (Title 22, California Code of Regulations, Section 4416(i)(1,2).) The CAPS division offers a host of third-party services to employers including payroll tax, payment processing and unemployment compensation management. In addition, CAPS offers software-as-a-service solutions including sales and use tax processing and filing, and automated accounts payable processing. The customer base includes employers ranging from start-up businesses to large national and multi-national organizations with thousands of employees. In the industries that ADP serves, competition is primarily based on responsiveness, quality, and price. To remain competitive, the company intends to upgrade, enhance, and expand its existing business model. The CAPS division relies heavily on payroll, financial, accounting, and other data processing systems. Therefore, training in management of Information Technology systems is vital in such areas as security threats, viruses, and system patches. In addition, the company s core tax system of various mainframe programs will be reengineered. The new system will be more modular so that changes and enhancements can be made more efficiently, which requires training for the CAPS division. The company hopes to expand its customer base with a new CFO Suite that bundles a variety of products and services for employers that process their own payroll. These employers would hire CAPS to provide another level of tax reporting with specialized data processing and hosting. The company has also instituted a new client feedback system (Net Promoter) which generates actionable results and identifies key areas for process improvements. The various changes in workflows, systems, screens, and functions are all linked to the company s Stellar Service Initiative. PROJECT DETAILS Training will be held primarily at the CAPS division in San Dimas. It will be delivered by inhouse subject matter experts, and outside training vendors to be identified during the contract term. A small number of CAPS employees may travel to a corporate training center in Roseland, New Jersey. It is estimated that less than 5% of the trainee population may travel outside California. The company will be creating new initiatives designed to transform end-to-end processes across the organization. When initiatives are announced that are governed by ADP s corporate office, ETP 130 - Single (08/16/12) 3 of 5
November 16, 2012 some training is required to take place in Roseland where the requisite tools and best practices will be developed. The trainees attending these sessions will then be responsible for providing training locally to their respective business units. This training will focus on Computer Skills and Continuous Improvement topics related to new business processes and system applications. Training Plan Business Skills (15%) training will be provided to all occupations. This training is directly tied to the company s Stellar Service Initiative that encompasses the entire organization. Training will focus on communication skills, levels of accountability, and team alignment concepts. Commercial Skills (25%) training will be provided to all trainees. Trainees will learn the complex functions of CAPS products and services including Advanced Payroll and Tax services, Balancing Reports, and Payroll Tax Categories. Computer Skills (30%) training will be provided to all occupations. This training will teach trainees the effective use of various systems and platforms including Tax Service System, Net Promoter System, Financial Transaction System, and Notice Resolution System. Trainees will become more proficient in the use of innovative business solutions technology in the areas of computerized transaction processing, data communication, and information services. Continuous Improvement (10%) training will be provided to all trainees. All occupations will benefit from topics including Associate Mentoring Program, Goal Setting, and Project Lifecycle Processes. These modules will equip workers with the skills necessary to improve productivity and implement new processes. Management Skills (10%) training will be provided to Managers and Supervisors. This training is designed to ensure maximum leadership and accountability through improved mentoring and supervision skills. Advanced Technology (10%) The company will be providing Advanced Technology (AT) training to its Information Technology staff. Training will focus on programming skills, changing technologies, and new systems and programs including XML Thunder Design and Code Generator, Database 2, Becubic, Customer Information Control System, and Existing System Workbench. According to the company, this training can cost as much as $275 per hour. The class size will be capped at 10 trainees as required for AT training. Additional costs in excess of the ETP rate will be at the company s expense. Productive Laboratory In a Productive Laboratory (PL) setting, trainees may produce goods for profit as part of the training. The PL courses identified under the Curriculum will have no more than 10 trainees per instructor. The instructor will be dedicated to training delivery during all hours of training, and rosters will be used to assist in monitoring. According to company representatives, trainees in Operations, Compliance, Tax Service, and Customer Service will need PL training to ensure successful skills transfer to the job after receiving instructor-led training. The company estimates that approximately 20% of the trainee ETP 130 - Single (08/16/12) 4 of 5
November 16, 2012 population will receive some PL training. Trainees will be fully supervised and coached by subject matter experts and/or dedicated trainers deemed qualified by the company. Retrainee - Job Creation In support of job creation, the Panel is offering incentives to companies that commit to hiring new employees. Under the Retrainee-Job Creation program, training for newly hired employees will be reimbursed at a higher rate, and trainees may be subject to the lower New Hire postretention wage. ADP has committed to hiring 50 new employees (Job Number 2). To be eligible for reimbursement, the trainees must be hired within the three-month period prior to Panel approval or during the term of contract. All trainees in this proposal will meet the ETP Minimum Wage for Retrainees at $15.70 per hour for Los Angeles County. Commitment to Training ADP represents that ETP funds will not displace the company s existing financial commitment to training. ADP will continue to provide ongoing training at its own expense during the term of the proposed Agreement. Ongoing training includes orientation, anti-harassment, internet navigation, basic OSHA and basic computer skills. The company represents that safety training is, and will continue to be, provided in accordance with all pertinent requirements under state and federal law. The CAPS division expects to spend approximately two million dollars on training in 2013. The division has 22 people dedicated to training development, delivery, scheduling, registration, tracking, and reporting. CAPS uses a Learning Management System (LMS) to perform scheduling and registration functions, as well as capturing attendance/completion information. The company s use of a LMS system for this project is subject to ETP review and approval. CAPS designated two individuals to ensure that training administration adheres to ETP requirements. RECOMMENDATION For the reasons set forth above, staff recommends approval of this proposal, including the higher reimbursement rate for AT training. DEVELOPMENT SERVICES ADP retained Training Funding Partners (TFP) in Fountain Valley to assist with development of this proposal for a flat fee of $23,500. ADMINISTRATIVE SERVICES TFP will also perform administrative services in connection with this proposal for a fee not to exceed 13% of payment earned. TRAINING VENDORS To Be Determined ETP 130 - Single (08/16/12) 5 of 5
Exhibit B: Menu Curriculum Class/Lab Hours 24-200 Trainees may receive any of the following: ADVANCED TECHNOLOGY Advanced Business Application Programming Becubic Training (platform for optimizing a portfolio of applications) CICS (Customer Information Control System) Application Development and Programming Skills DB2 (Database 2) Relational Database Training Dumpmaster Existing System Workbench (ESW) Application Development, Testing, Debugging and Documentation Omegmon (a software bundle) for CICS (Customer Information Control System) Omegmon (a software bundle) for DB2 (Database 2) Query Monitor Selenium Tool for Agile Development Serum Development Skills XML Programming Skills XML Thunder Designer and Code Generator (Extensible Markup Language) BUSINESS SKILLS Active Listening Skills Asking the Right Questions Assertiveness Skills in the Workplace Business Analyst Certification Crucial Conversations Delivering Stellar Service Documenting a Business Case Emotional Intelligence Levels of Accountability Providing Seamless Service Public Speaking Skills Teaming for Seamless Service Team Alignment/Team Building The Customer's Voice Time Management Skills TotalPay System Using Data to Write Reports ETP 100 Exhibit B Menu Curriculum (02/13/12) 1 of 8
COMMERCIAL SKILLS Advanced Payroll Services Advanced Tax & Financial Services Agency Relations Balancing Reports Certified Payroll Professional CFO Suite New Product Implementation E-Filing Fundaments/Rejects Payroll Categories Payroll Tax Categories Procure-to-Pay Solutions Quarter/Year-End Process Remittance and Compliance Procedures Tax & Financial Services Processes Tax Service Reports Types of Services Changes (TOS) Unique Calculations COMPUTER SKILLS Amendment Tracking System AnyDoc Shared Drive User Skills ecommerce Web and Mainframe Screens Financial Transaction System Application Skills HP (Hewlett Packard) Quality Center Testing Tool Intermediate/Advanced Microsoft Excel Skills Lawson-ADP Tax System Interface Microsoft Access Application Skills Microsoft Live Meeting Application Microsoft Windows 7 Reference Guide Net Promoter System (NPS) Notice Resolution System (NRS) Skills Oracle-ADP Tax Interface Application Payment Solution Services Application Quality Assurance Validation Tool Query Management Facility (QMF) Tool Reports & Queries Setting Goals in the Training Management System Siebel CRM (Customer Relationship Management ) System Tax Rejuvenation Web Applications Tax Service System Skills TFS Agency Contact Notification (ACN) System Overview for Field Services Time Sharing Operation System Tools and Commands for Client File Formats Toad Query System Skills TOPS Skills (Tax Online Processing System) TotalPay System Transporter System Interface Vista Plus Application Skills ETP 100 Exhibit B Menu Curriculum (02/13/12) 2 of 8
CONTINUOUS IMPROVEMENT Associate Mentoring Program BPI (Business Process Improvement) Goal Setting Kaizen Operational Excellence Project Lifecycle Verification & Validation Processes Project Management Certification Six Sigma Green Belt Certification Trainer the Trainer/Super User Training MANAGEMENT SKILLS (Managers/Supervisors Only) Achievement in Mentoring Reinforcing Stellar Service for Leaders Tools of Supervision Strategic Thinking Teaming for Seamless Service Productive Lab (PL) Hours 0-200 BUSINESS SKILLS Delivering Stellar Service Team Alignment/Team Building TotalPay System Using Data to Write Reports COMMERCIAL SKILLS Advanced Payroll Services Advanced Tax & Financial Services Agency Relations Balancing Reports CFO Suite New Product Implementation E-Filing Fundaments/Rejects Payroll Categories Payroll Tax Categories Procure-to-Pay Solutions Quarter/Year-End Process Remittance and Compliance Procedures Tax & Financial Services Processes Tax Service Reports Types of Services Changes (TOS) Unique Calculations ETP 100 Exhibit B Menu Curriculum (02/13/12) 3 of 8
COMPUTER SKILLS Amendment Tracking System AnyDoc Shared Drive User Skills ecommerce Web and Mainframe Screens Financial Transaction System Application Skills HP (Hewlett Packard) Quality Center Testing Tool Intermediate/Advanced Microsoft Excel Skills Lawson-ADP Tax System Interface Microsoft Access Application Skills Microsoft Live Meeting Application Microsoft Windows 7 Reference Guide Net Promoter System (NPS) Notice Resolution System (NRS) Skills Oracle-ADP Tax Interface Application Payment Solution Services Application Quality Assurance Validation Tool Query Management Facility (QMF) Tool Reports & Queries Setting Goals in the Training Management System Siebel CRM (Customer Relationship Management ) System Tax Rejuvenation Web Applications Tax Service System Skills TFS Agency Contact Notification (ACN) System Overview for Field Services Time Sharing Operation System Tools and Commands for Client File Formats Toad Query System Skills TOPS System Skills (Tax Online Processing System) TotalPay System Transporter System Interface Vista Plus Application Skills OTHER TITLES (CONTINUOUS IMPROVEMENT) Goal Setting CBT Hours (Capped at 50% of a trainee s total training hours) 0-60 BUSINESS SKILLS Achieving Results as a Cross-Functional Team (3 hours) Advanced Sales Communication Techniques: Part One (2.5 hours) Advancing Service Expertise (3.5 hours) Analyze Your Use of Time (2 hours) Asserting Yourself Professionally (2.5 hours) Assertiveness from Inside to Outside (2.5 hours) Assessing Customer Behavior (4.5 hours) Avoiding Errors in Usage and Punctuation (4.5 hours) ETP 100 Exhibit B Menu Curriculum (02/13/12) 4 of 8
Avoiding Errors in Usage and Punctuation (4.5 hours) Avoiding Grammatical Errors in Business Writing (4.5 hours) Basic Accounting Principles and Framework (1 hour) Behavior: Putting Your Best Foot Forward (4 hours) Building a Stellar Service Culture (0.5 hour) Building Trust (1 hour) Business Analysis: Enterprise Analysis (2.5 hours) Business Case: Preparing (2 hours) Business Grammar: Common Usage Errors (1 hour) Business Writing: Know Your Readers and Your Purpose (1 hour) Call Center Communication Skills (4.5 hours) Call Center Customer Service (3.5 hours) Communicating to Get Results (2.5 hours) Communicating with Power and Confidence (3 hours) Communication Business Etiquette (2.5 hours) Communication Skills (3.5 hours) Conquering Conflict through Communication (3 hours) Coping with Criticism and Feedback (5 hours) Creating a Positive Attitude (2 hours) Customer Service Confrontation and Conflict (1 hour) Customer Service Improves Your Results (2.5 hours) Customer Service in the Field (1 hour) Customer Service over the Phone (1 hour) Customer Service Procedures (3.5 hours) Customer Services Processes and Procedures (3 hours) Customers, Confrontation and Conflict (5 hours) Defining Emotional Intelligence (2 hours) Developing Excellent Time Management Habits (3.5 hours) Effective Intercultural Relationships (2 hours) Effective Team-Building Strategies (4 hours) Effective Telephone Techniques (5 hours) E-mail and Organizational Communication (2.5 hours) Emotional Intelligence and Teamwork (2 hours) Essential Customer Service Communication Skills (4.5 hours) Essential Skills for Professional Telephone Calls (1 hour) Essentials of Electronic Communication (1.5 hours) Establishing Team and Customer Relationships (2 hours) Excel at Customer Service Simulation (0.5 hour) Finance for Non Financial Managers (1 hour) Getting Results by Building Relationships (2 hours) Getting Results without Authority: Persuasive Communication (1 hour) Getting Results without Direct Authority: Influencing Your Boss (1 hour) Handle Calls with Confidence and Professionalism (3.5 hours) Handling Conflict (3.5 hours) Improving Your Cross-Cultural Communications (3 hours) Increasing Emotional Intelligence (2 hours) Intellectual Property Overview (1.5 hours) Introduction to Stellar Service (0.5 hour) ETP 100 Exhibit B Menu Curriculum (02/13/12) 5 of 8
Managing Customer Relationships Simulation (0.5 hour) Overcoming Difficult Service Situations (4.5 hours) Positively Influencing Communication (4.5 hours) Professional Skills for Customer Service Agents (4.5 hours) Providing Customer Service Simulation (0.5 hour) Providing Quality Service (1.5 hours) Service Teams and Service Stars (5 hours) Serving Your Internal Customers (3 hours) Shaping the Direction of Customer Service in Your Organization (1 hour) Sustaining Competitive Advantage (3 hours) Techniques for Improved Time Management (2.5 hours) The Customer s Voice (5 hours) The EXCEL Acronym: Instilling Service Excellence (5 hours) The Fundamentals of Exceptional Customer Service (3 hours) The Heart of Service (1 hour) Turn Difficult Callers into Delighted Customers (4 hours) Using Effective Business Communication (2 hours) Using Questioning Skills (1 hour) Working with Internal Customers (4 hours) Workplace Communication Skills (3 hours) Workplace Conflict: Recognizing and Responding to Conflict (1 hour) Workplace Conflict: Strategies for Resolving Conflicts (1 hour) Writing Effective E-mail (1.5 hours) Writing to Reach the Audience (3 hours) Your Time and You (3 hours) COMMERCIAL SKILLS Quarter and Year-End Processing (1 hour) Record Retention (1 hour) Scenario Training Amendments (0.5 hour) Setting up Clients for NACHA (National Automated Clearing House Association) International ACH Transactions (IAT) (0.5 hour) COMPUTER SKILLS A+ Essentials 2009: Computer Hardware Components (2 hours) A+ Essentials 2009: Configuring Displays, Peripherals, Laptops & Printers (2.5 hrs) A+ Essentials 2009: Installing Windows Operating Systems (Windows 7 update) (2 hours) A+ Essentials 2009: Security and Network Fundamentals (2.5 hours) Adding Tables of Contents, Footnotes, Hyperlinks & Bookmarks in Word 2010 (1 hr) Advanced Customization in Excel 2003 (2.5 hours) Advanced Data Analysis in Excel 2003 (3 hours) Advanced Data Management in Excel 2007 (1.5 hours) An Overview of Database Design (0.5 hour) Ariba P2P: Creating Requisitions (0.5 hour) Ariba P2P: Differences Between Ariba Buyer and P2P (0.5 hour) Basic Access 2007 Tables (2.5 hours) ETP 100 Exhibit B Menu Curriculum (02/13/12) 6 of 8
Beginning Electronic Customer Relationships (2.5 hours) Cascading Style Sheets in Dreamweaver CS5 (2.5 hours) CIMS (Client Information Management System) Web-based System (1 hour) Creating and Managing Personal Sites and Searches in SharePoint 2007 (2.5 hours) Customer Relationship Management in e-commerce (2.5 hours) Database - Basic Access 2003 Tables (3.25 hours) Excel 2003 Chart and Multimedia Features (3 hours) Excel 2007 Formulas and Functions (2 hours) Financial Accounting with SAP (2.5 hours) FTS Daily Task 4 - Reverse and Reinstate Employee Items (Financial Transaction System) (0.5 hour) Getting Ready for Windows 7, IE8, and Outlook 2007 (0.5 hour) Getting Started with Access 2010 (1 hour) Getting Started with Photoshop 7.0 (2.5 hours) Getting Started with Programming (3 hours) Getting Started with SharePoint 2010 (1 hour) Introduction to LUMIN 2.0 for Associates (0.5 hour) Microsoft Office 2000 Beginning Access (4 hours) Microsoft Office 2000 Intermediate Word (4 hours) Microsoft Windows 7: First Look for End Users (2 hours) Net Promoter System (NPS) Pilot Overview (2 hours) New Features for End Users in Microsoft Office 2007 (1.25 hours) Project 2003 Level 3 (1 hour) Project+ 2009 Instructor Series: Executing the Project (0.5 hour) SharePoint 2007 Essentials (2.75 hours) Siebel CRM - Account Management (1 hour) Siebel CRM - Activity Management (1 hour) Siebel CRM - Asset Management (1 hour) Siebel CRM - Change Request Management (1 hour) Siebel CRM - Common Functionality (1 hour) Siebel CRM - Contact Management (1 hour) Siebel CRM - Customizing Siebel CRM (1 hour) Siebel CRM - Introduction to Queries (0.5 hour) Siebel CRM - Participant Management (1 hour) Siebel CRM - Quick Fill Template Management (1 hour) Siebel CRM - Service Request Management (2 hours) Siebel CRM - Solution Management (1 hour) Special Effects, Layers, and Styles in Illustrator CS (3.25 hours) Up and Running with Photoshop 7.0 (2.25 hours) WGPS to FTS Training (Wage Garnishment Processing Services to Financial Transaction System) (1 hour) ETP 100 Exhibit B Menu Curriculum (02/13/12) 7 of 8
CONTINUOUS IMPROVEMENT A Primer for Ensuring Accountability (4.5 hours) Achieving Success: the Help of a Mentor (3 hours) An Introduction to Project Management (2.5 hours) Becoming a Manager: Leading and Communicating (4 hours) Becoming a Manager: Responsibilities and Fears (3.5 hours) Breakthrough Strategies (2.5 Hours) Coaching and the People Issues (3 Hours) Coping with Change in Uncertain Times (1 Hour) Critical Thinking Essentials: Applying Critical Thinking Skills (1 Hour) Elements of Project Time Management (2.5 Hours) Generating Creative and Innovative Ideas: Enhancing Your Creativity (1 Hour) Goals and Setting Goals (2 Hours) Introduction to Six Sigma (2 Hours) Leadership Skills/Mentoring (2.5 Hours) Leadership Skills/Mentoring Communication Skills (3.5 Hours) Leadership Skills/Mentoring Essentials: Building Your Influence as a Leader (1 Hour) Leading Change (1 Hour) Mentoring Effectively (2 Hours) Navigating the Change Process Successfully (4 Hours) Problem Solving: Determining and Building Your Strengths (1 Hour) Processes for Managing Project Communications (2 Hours) The Role of Critical Thinking in Organizations (4 Hours) Transitioning into a Project Management Role (3 Hours) Working for Your Inner Boss: Personal Accountability (2 Hours) MANAGEMENT SKILLS (Managers/Supervisors Only) A Manager's Primer for Ensuring Accountability (4 Hours) A New Manager and the Company's Future (3.5 Hours) ADP Leadership Skills/Mentoring Expectations for First-Line Leaders (0.5 Hour) Dynamics of Leadership Skills/Mentoring (3 Hours) Note: Reimbursement for retraining is capped at 200 total training hours per trainee, regardless of the method of delivery. CBT is capped at 50% of total training hours, per trainee. ETP 100 Exhibit B Menu Curriculum (02/13/12) 8 of 8