Interacting with the Shared Services Center (SSC)

(1)

Providing a service that contributes to the mission of each

unit is the true measure of success for the SSC.

-Pamela Gabel, Executive Director

Interacting with the

Shared Services Center (SSC)

University of Michigan Shared Services 1

(2)

University of Michigan Shared Services

Interacting with the SSC

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

HR Module Breakout

HR Overview & Services Provided

HR Quick Reference Guide

HR Issues Identified & Solutions

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.

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

.

(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

(4)

• SSC SERVICES :

Services offered |How to request services

• COMMUNICATION QUICK TIPS:

E-mail | Mail | Call

• UNIT LIAISON & SMQ REP:

Clarification on Process | Trending Issues | Continuous Improvement

Interacting with the SSC Overview:

University of Michigan Shared Services 4

2 Contact

Centers

more than

123,000*

Total

Requests

3 Transaction

Centers

more than

19,000*

Calls

*Data since August 4, 2014 SSC launch

110

(5)

5 University of Michigan Shared Services

Requesting Financial Services from the SSC

Invoices Vendor

Updates

Email request to:

[email protected]

Requesting Services

Facilitating your Service Requests Unit Liaison & SMQ Reps

Email request to:

[email protected]

Email request to:

[email protected]

Email request to:

[email protected]

General Inquires

Call the Contact Center

5-2000

General Collection Information & Disputes

Create customer Change customer Generate Receivable

(6)

Requesting Human Resources Services from the SSC

Batch Toolkit

Email request to:

[email protected]

* Urgent Request

Email request to:

[email protected]

Transaction Inquiries

Email request to:

[email protected]

HR Transaction Requests

Mail to: Woto

Fax: 734-763-1283 (no I-9)

Benefits & General HR Questions

Call: 5-2000

Email request to:

[email protected]

* Use to stop a transaction, or correct a data entry error

(7)

Quick Tips for Facilitating your Service Requests

MAIL

Correct address for mailing paperwork

FIN Paperwork

Address:

AP Invoices from Vendors (Not vouchers already in M-Pathways)

SSC Accounts Payable

Wolverine Tower

3003 S. State Street

Ann Arbor, MI 48109-1282

HR Paperwork

Address:

HR Forms with

SENSITIVIE DATA

must be mailed to

SSC HR

Wolverine Tower

3003 S. State Street

Ann Arbor MI 48109-1276

HR paperwork that needs to be

ARCHIVED

to the personnel file

must be mailed to

SSC Personnel File Only

Wolverine Tower

3003 S. State Street

(8)

Quick Tips for Facilitating your Service Requests

CALL

Preparing before you call

FIN

Inquires

regarding:

Provide Contact Center

Staff with:

(ordered by preference)

Payment

Status

1. Case Number

2. PO Number

3. Voucher Number

4. Invoice Number

5. Vendor ID/Name

Vendor ID

Updates and

Requests

1. Case Number

2. Vendor ID

3. Vendor tax ID/SSN

4. Vendor Name

Accounts

Receivable

1. Case Number

2. Invoice Number

3. Customer Number

4. Date Payment expected

HR Inquires

regarding:

Provide Contact Center Staff with:

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

Calling the SSC –Contact Center 5-2000

The SSC Contact Center follows an escalation process if a call is deemed critical

Requesting Services

Facilitating your Service Requests Unit Liaison & SMQ Reps

(9)

Quick Tips for Facilitating your Service Requests

EMAIL

Avoiding Pitfalls that delay processing time

Send request to appropriate SSC email groups Email 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 e-mail addresses Keep attachments under 20MB limit

One request per email

If you have submitted attached documents in M-Pathways, do not email those same documents to the SSC

There is no need to reply with a “thank you” once your case is resolved

Send request to an individual

Send email request several times

Leave subject line blank or vague

Sending new emails related to previous requests will create duplicate cases

Cc’ing SSC emails may create duplicate cases

Attachments over 20MB risk not being received Multiple request in one email

NOTE: This may cause delays

Emailing documents already created in M-Pathways will create duplicate cases

(10)

Notifications from the SSC

Understanding notification email you receive from the SSC

Request Received

Inquiry Resolved

Transaction

Processing

(11)

Notifications from the SSC

Understanding notification email you receive from the SSC

Request Received

Inquiry Resolved Transaction Processing

(12)

12

Notifications from the SSC

Understanding notification email you receive from the SSC

Request Received

Inquiry Resolved

Transaction Processing

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

.

(13)

Notifications from the SSC

Understanding notification email you receive from the SSC

Request Received Inquiry Resolved

Transaction Processing

You may receive the following notification emails while your transaction is being

processed:

• Additional information needed:

• Follow-up emails manually sent from the case

• System follow-up emails

• Approval necessary:

• M-Pathways

• Transaction Processed notification:

• M-Pathways

(14)

Quick Tips for Facilitating your Service Requests

Deciphering emails FROM the SSC

• Please reply directly to email received from an associate following up

on a case.

• If you receive an e-mail 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 emails from SSC associates does not mean your work is

sitting idle.

Requesting Services

Facilitating your Service Requests Unit Liaison & SMQ Reps

(15)

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

Unit Liaison & SMQ Reps

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

Schools | Colleges | Units

Transaction Processing

SSC Contact Center 5-2000

General Feedback

Unit SSC Liaison

Liaison contacts SMQ Rep

(16)

Questions | Observations |Feedback

(17)

10 minute break

before FIN & HR Breakout Sessions

FIN BREAKOUT SESSION:

stay here in the Forum Room

HR BREAKOUT SESSION:

Great Lakes, North

Reminder:

SSC Open House Tomorrow (10/10/14) 4-7pm

(18)

FIN BREAKOUT

AR/AP Overview & Services Provided

AR/AP Quick Reference Guide

AR/AP Issues Identified & Solutions

(19)

Accounts Receivable

AR Overview & Services Provided AR Quick Reference Guide-Services AR Issues Identified & Solutions

AR Services @ the SSC:



General Receivable Customer and Invoice processing



General Receivable Invoice Collections



Electronic, Check and Credit Card Payment Processing



Unallocated Payment Research and Resolution



Accounts Receivable:

Services Provided

For additional information regarding AR Services @

the SSC

AR150

and

AR160

are available online.

(http://ast.umich.edu/uts.html)

(20)

Success Stories:



due date in line with or better than August 2013 figures



Units express that new forms are user friendly

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.

Accounts Receivable

:

Success Stories

AR Overview & Services Provided AR Quick Reference Guide-Services AR Issues Identified & Solutions

(21)

Accounts Receivable

Accounts Receivable:

Services Quick Reference Guide

AR Service Area

Quick Tips

General Receivable

Customers

Use the proper template, follow MyLinc procedures and look for an email from M-Pathways when a customer is established.

General Receivable

Invoicing

Utilize the SSC for general invoicing, remember to use the proper template, follow MyLinc procedures, once you receive an email from M-Pathways you can view it immediately in imaging.

Electronic Payments

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 [email protected].

Unallocated Payments

Email [email protected] to inquire about payments you were expecting and did not receive.

Credit Card Payments

Call 734-615-2000 to make a credit card payment for an invoice, providing invoice or customer number.

Check Payments

Mail checks for invoices (General and Sponsored) or Sponsored Projects checks to our Lockbox address.

Accounts Receivable:

Issues & Solutions

Topic

Description

Resolution/ Status

Invoice

• Invoices were sent out to customers the

first few days of August with incorrect

phone numbers

Insert was added to mailings until issue resolved

ISSUE RESOLVED

AR Forms

• 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 email

address to send form to

• AR contacted and worked with these units

• All forms are now available on the SSC Website

• Email address has been added to the form

(23)

Questions | Observations |Feedback

(24)

24 University of Michigan Shared Services AP Overview & Services Provided

AP Quick Reference Guide-Services AP Issues Identified & Solutions

AP Services @ the SSC :



Outgoing Payment Processing



Invoices



Payment Requests



Vendor Management



New



Update



Domestic & Foreign Reporting

Accounts Payable:

Services Provided

For additional information regarding AP Services @ the SSC

(25)

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

(http://ssc.umich.edu/)



Many tech and process changes

Thank you for your constructive feedback which

resulted in many technical and process changes!

Accounts Payable:

Success Stories

AP Overview & Services Provided AP Quick Reference Guide-Services AP Issues Identified & Solutions

(26)

Accounts Payable:

Services Quick Reference Guide

Question:

Quick Tips

Why was my request not processed?

(i.e. voucher not created)?

Transaction status on

http://ssc.umich.edu

If outside the date being worked on - call the Contact Center @ 5-2000

Why has my voucher not been paid?

(i.e. voucher created but not paid yet)?

Utilize Unpaid Voucher Report (Demo / Walkthrough)

_{Job aid:}

_{https://maislinc.umich.edu/mais/pdf/PR_EP_POVchr_pagelet_SS.pdf}

What are the expectations for Creating

Payment Requests in M-Pathways and

attaching support directly in M-Pathways?

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)

How to leverage the quickest processing

time?

• Complete and accurate requests

• Utilize POs at the time of order

• Send inquires and transaction request to appropriate areas (include pertinent

information)

What support is needed for vendor

payments?

We can only process payments from invoices – due to internal controls

How can I avoid delays in processing

(27)

Accounts Payable:

Issues & Solutions

27

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

Be sure to attach support to M-Pathways Payment Request – MyLINC training available Unit Training

Old

Coversheet

Old barcode coversheet = old imaging process, SSC never notified

Unit Training & Monitoring report from ITS

Approval

Routing

Restart of approval workflow Internal Control – unit requester / voucher creator not able to also approve voucher Fixed 9/23 Utilize SSC

Notifications

Confusion around notifications being sent from the SSC Fixed 9/23

Charging

Instructions

Charging Instruction Definition not clear Unit Training

Voucher

Comments

Special Instructions needed in voucher comments Addressed with Training

Invoices

without PO

Internal SSC process changes to better handle invoices without a PO# but with an @umich.edu email address Adjustments made and Training

Student

Employee

Confusion around student employee reimbursement process Unit Training

Voucher

(28)

Questions | Observations |Feedback

(29)

HR BREAKOUT

HR Overview & Services Provided HR Quick Reference Guide

(30)



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

Human Resources:

Services Provided

HR Services @ the SSC:

Additional information regarding

HR Services

is

available online. (http://ast.umich.edu/uts.html)

HR Overview & Services Provided

HR Quick Reference Guide HR Issues Identified & Solutions

(31)

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.

Human Resources:

Success Stories

HR Overview & Services Provided HR Quick Reference Guide HR Issues Identified & Solutions

• Since the move to shared service, peak processing times have steadily decreased, many cases

have been processed within the SLA.

(32)

32

Human Resources:

Services Quick Reference Guide

HR Service Area

Quick Tips

Processing Method

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 non-peak 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: http://ssc.umich.edu/

Benefits

Open Enrollment

Open enrollment: October 27th – November 7th. 2015 benefit rates are available on Wolverine Access. Newly elected coverage begins, January 1, 2015. Phone support is available by calling the service center at 734-615-2000 or toll free at 1-866-647-7657. Information is available at http://www.benefits.umich.edu

Data Management- I-9

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.}

PAR

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.}

PAR

For faster 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 5-2000.