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Shared Services

Background

The University of Denver is establishing a Shared Services Center (SSC) to deliver process and system improvements that will lead to a consistently high level of quality across all units for basic HR, financial, payroll and procurement transactions. The aim of the SSC is to streamline and automate processes for these core services, gain economies of scale and develop a team with deep skills and knowledge in campus policies and processes for these services. Employees from Human Resources, Controller’s Office, Payroll and Business Services whose current jobs involve the following services will move into the service center effective June 22, 2015:

  • Basic HR services
    • Process and application of all personnel transactions
    • Employment verification and compliance
    • Benefits enrollment and maintenance
    • Posting of jobs and recruiting support
  • Financial services
    • Manage accounts payable system
    • Manage P-card program and processing
    • Process of reimbursement payments
    • General accounting and budget entries
  • Payroll services
    • Manage and administer payroll system
    • Time and attendance compliance
  • Procurement services
    • Requisition and purchase order processing
    •  Purchasing contract administration
    • Transactional vendor management
    • Sourcing management

In addition, there will be several new positions created in the service center which will be posted on the internal “DU Career Opportunities” tab on PioneerWeb as needed over the next 3-6 months.

The Shared Services Center will be implementing process and system changes and enhancements that will streamline workflows for several tasks (such as Human Resources personnel transactions, time and attendance compliance, P-card administration and reconciliation, travel and expense processing, purchasing contract administration and electronic procurement). These changes will happen over time, beginning in 2015. As projects are implemented, employees in units who perform these tasks will spend less time on them and will be able to perform other functions and services in the unit.

This information toolkit is intended to provide background information and detailed information on the work of the Shared Services Center and to help units understand and prepare for changes that may be needed in the work being done by employees who intersect with the process and system improvements.  

The following groups have received this toolkit; if you know of others who need to receive it, please email sharedservices@du.edu.

  • Senior staff
  • Deans Council
  • Administrative Council
  • HR liaisons
  • Budget officers
  • SAC

Shared Services Center Organization

See organization chart on page 8. Note that this chart shows the functional groups and the number of positions in each, which are a mix of transfers of employees from other units and open positions. As the Shared Services Center gets established, employees in the center will have opportunities to apply their skills and experience to needs across the functional groups (HR, Finance, Procurement). That’s why this chart shows only positions and not names. For a list of employees who are transferring to the Shared Services Center, see the March 2015 DU Digest.

High-level Timeline

  • June 22, 2015
    Shared Services Center set up in off-campus temporary location supported by on-campus satellite office
  • Summer 2015
    Human Resources “blue paperwork” conversion project to electronic self-services continues with job change request going live
  • Late summer 2015
    Kronos time and attendance system is expanded to include 15 largest divisions
  • Fall 2015
    Kronos time and attendance system is expanded to all divisions of University
  • Spring 2016
    Implementation of fully integrated Travel and Expense with P-card Management system
  • Late 2016
    Implementation of e-procurement solution

Move of Shared Services Center to off-campus location

  • Employees already identified and informed that they will become part of Shared Services Center will move from their current organization and location to an off-campus temporary office location (1325 S. Colorado Blvd., less than 2 miles from campus) and will officially become employees of the Shared Services Center.
    • Move date: Saturday, June 20, 2015
    • Official Shared Services Center start date: Monday, June 22, 2015

Satellite office on campus for easy access to Shared Service functions

  • Throughout the time when the Shared Services Center is off campus (likely into early 2016), an on-campus Shared Services Center satellite office will be available to provide easy and convenient access to campus users of the Service Center.
    • The satellite office is in the Mary Reed Building (Room 107A)
  • The satellite office will provide access to the following services during regular business hours:
    • Employment Eligibility Verification (Form I-9) for all employees
    • All HR benefit enrollment transactions
    • Retirement plan waivers
    • Tuition waiver forms for dependents
    • Retirement-related paperwork (loans, rollover, distribution, etc.)
    • Requests for copies of paycheck stubs
    • Requests for copies of W-2
    • Drop-off of W-4 forms and direct deposit requests
    • Drop-off of grant timesheets and payroll redistribution requests
    • International student employee taxation review and processing
    • Pickup of manual check requests
    • Temporary change fund pickup
    • Drop-off for purchase order invoices, direct pay invoices and P-card packets
    • Pick up new P-cards, accounts payable checks and Field POs

What leaders of units across campus need to do

  • Make sure your employees know that Shared Services is up and running and what it will do
  • Reiterate the benefits of forming the Shared Services Center
  • Ensure supervisors of employees who perform functions that will (in time) be affected by the Shared Services Center’s process and system changes provide updates to the employees on what this means for their work (down the road)
    • Process/system changes will happen over time (see details for each major project further down in this toolkit)
    • We will make sure we keep you informed of what’s happening when and how your work will be affected
    • Many of your business functions will be streamlined; this will be a work in progress and Shared Services and Human Resources  will work with you to ensure the position functions that change are understood and the remaining work within the units is clearly identified
    • You will get whatever training is needed to use the new process/system being introduced (down the road), as well as for any new tasks added to your job

“Blue paper” conversion project for HR transactions

  • Affects transactions such as: job postings and recruiting, hiring, position changes, separation requests and leaves

Key dates:

  • As of January 2015 - All student, adjunct, faculty overload, graduate assistants and other non-appointed hiring requests are processed through online system
  • January 2015 – online position action requests and job postings available
  • March 2015 - online separation requests available
  • April 2015 – online new benefited hiring requests available
  • July 2015 – online job change requests (both temporary and permanent)

What it means for employees who perform these transactions in units:

  • Eliminates paperwork and reduces processing errors
  • Transactions will be done online, reducing processing time

Key benefits:

  • Streamline process with fewer handoffs and touch points
  • Workflow technology utilized for approval notifications
  • Application of approved request is performed by electronic action in Shared Services Center
  • Important information from request is automatically recorded to electronic personnel records 

If you manage employees who perform “blue paper” HR transactions for your unit:

  • Work with your unit leadership to know the impact of streamlining these transactions on employee workloads and adjust job duties as needed
  • You may contact Ken Pinnock in Human Resources to work through job design/redesign needs

Kronos time and attendance system expansion

What this will do:

  • Fully automate time and attendance recording and approval in system integrated with Banner
  • Improve workforce productivity by reducing manual and time-consuming administrative tasks and freeing your staff for more value-added activities
  • Minimize compliance risk by enforcing and tracking complex compliance requirements, such as FLSA (Fair Labor Standards Act) and union rules

Key dates:

  • Pilot program in place in Facilities and Campus Safety (300 non-exempt employees)
  • October 2015 – expand to 15 largest divisions, including Athletics & Recreation, Daniels College of Business, Sturm College of Law, AHSS, Student Life/Residence, University Libraries, GSSW, Korbel, NSM, Admissions/Financial Aid, UTS (approximately 1,200 employees)
  • Late 2015 – expand to all other units/divisions (32 additional)

What it means for employees who perform these transactions in units:

  • Eliminates the manual time entry and time approval process completed in Banner each bi-weekly pay period
  • Eliminates paper timesheets
  • Eliminates any manual calculations of hours worked
  • Managers are able to view all employees in summary view for ease of use in application

Training will be available as follows:

  • Manager and supervisor training will be provided in late September 2015 in advance of going live on new system
  • Job aid tools will be developed for employees to assist them in conversion to new system

If you manage employees who perform time and attendance transactions for your unit:

  • Work with your unit leadership to know the impact of streamlining these transactions on employee workloads and adjust job duties as needed
  • You may contact Ken Pinnock in Human Resources to work through job design/redesign needs

Kronos FAQ

Travel and expense with P-card system

This will:

  • Streamline travel booking and expense reimbursement process for faculty, staff and students who are conducting DU business 
  • Automate cumbersome and time-consuming steps associated with making travel arrangements, as well as tracking, managing and reconciling travel, P-card and reimbursable out-of-pocket expenses
  • Reduce the amount of time necessary for reimbursement of out-of-pocket expenses

Key dates:

  • Implementation of system would occur over the first 3-4 months of 2016 with the plan of going live during late spring of 2016

What it means for employees who perform these transactions in units:

  • Eliminates paperwork and reduces processing errors
  • Transactions will be done online, reducing processing time

Training will be available as follows:

  • During the implementation process, system training will be delivered in spring of 2016

If you manage employees who perform travel and expense transactions for your unit:

  • Work with your unit leadership to know the impact of streamlining these transactions on employee workloads and adjust job duties as needed
  • You may contact Ken Pinnock in Human Resources to work through job design/redesign needs

e-procurement solution

This will:

  • Create an online catalog system where approved users can shop for items from a variety of preferred and strategic vendors

Key dates:

  • Planned implementation of system would occur during winter of 2017

What it means for employees who perform these transactions in units:

  • Eliminates paperwork and reduces processing errors
  • Transactions will be done online, reducing processing time
  • Creates faster routing for approvals and consolidates buying and paying transactions

Training will be available as follows:

  • During the implementation process, system training will be delivered to users

If you manage employees who perform procurement transactions for your unit:

  • Work with your unit leadership to know the impact of streamlining these transactions on employee workloads and adjust job duties as needed
  • You may contact Ken Pinnock in Human Resources to work through job design/redesign needs

Q&A

What is the Shared Services Center?

The Shared Services Center (SSC) is a new unit at DU designed to simplify and improve the quality of basic HR, financial, payroll and procurement transactions performed by, and on behalf of, employees of the University. The aim of the SSC is to improve the quality of these core services by streamlining processes, automating processes, gaining economies of scale and developing individuals to have deep skills and knowledge in campus policies and processes. 

What services will be provided?

The Shared Services Centerwill implement process and system changes and enhancements that will streamline workflows for several tasks (such as Human Resources personnel transactions, time and attendance compliance, P-card administration and reconciliation, travel and expense processing, purchasing contract administration and electronic procurement).

Why did DU create this center?

To address concerns raised among faculty, staff and administrators that many current transactional business processes were slow, needlessly complex, manual in nature and bureaucratic.

What will it mean for employees who currently perform HR and financial transactions?

  • 21 employees who currently work in one of the three central offices (HR, Business Services, Finance) will move into the Shared Services unit effective June 22, 2015
  • Employees who currently perform transactional services within campus units will spend less time performing HR, financial, payroll and purchasing transactions in the future and have increased capacity to perform other functions
Who determined what the center will do and how?

A Shared Services Committee appointed by the chancellor and provost and comprised of staff and faculty from across the campus developed the vision, framework, organizational model, core processes and other elements of the Shared Services Center.  

How was input gathered from employees?

Employees from across the campus were asked to participate in, and comment on, the design and direction of the Shared Services Center through one-on-one interviews and a variety of campus forums involving multiple campus groups and organizations.

What are the benefits of setting up this center?

The primary benefit will be an increase in the quality, speed and efficiency of core transactional processes. Simpler processes enabled by technology will reduce turnaround times for critical processes like recruiting, contracting for goods and services, getting reimbursed for travel expenses, on-boarding new employees, and many others. An additional benefit will be the time and capacity gained by units who will see a reduction in the time required to perform core business processes. There will be fewer error rates on processes which will further increase overall turnaround times and reduce institutional risk and liability.

Will other functions move into the Shared Services Center?

The objective of the Shared Services Center is to focus on the key HR, finance and purchasing processes and bring them to the highest in quality standards. If down the road campus constituents believe that other services or processes could benefit by a shared service approach then it’s possible additional services or functions could be added. However, no such plans exist to add additional services for the foreseeable future.