UNCW Shared Services Forum March

Agenda TopicPresenter Welcoming Remarks The State of Higher Education Chancellor Miller The Significance for UNCWProvost Battles UNCW Shared Services OverviewCharlie Maimone Chair Shared Services Steering Committee Data Collection and ReviewBob Russell Chair Shared Services Budget Work Group Shared Services Workshop Feedback Charlie Maimone Chair Shared Services Steering Committee Questions and AnswersOpen 2

Challenges Funding Compliance and regulations New options (i.e. online learning) Opportunities Technology Global learning The State of Higher Education 3

Challenges: Tuition constraints State support Research funding Opportunities: Strategic planning Strong student and faculty performance The Significance for UNCW 4

Steering Committee Charlie Maimone Vice Chancellor for Business Affairs Steve McFarland Vice Provost & Senior Associate; Vice Chancellor for Academic Affairs Larry Clark Dean, Cameron School of Business Sharon Boyd Associate Vice Chancellor for Business Affairs Brian Victor Associate Vice Chancellor for Student Affairs David Glew Department Chair, Management Cameron School of Business 5

Shared Services Overview Charlie Maimone Shared Services Steering Committee Chair 6

Charge to Workgroups Steering Committee Human Resources Management Report Writing Services CHARGE: Recommend an organizational model that maintains or improves on our quality of services while saving time and/or money for the university Budget Management 7

Work Groups BUDGETHRREPORT WRITING Data Gathering Major Processes This is what you told us Need automated workflows Subject matter experts Less paper Reduce redundancy Remove functions from employees who seldom perform them HR functions widely distributed Compress & redistribute work by subject matter experts Increase use of technology Grouping of reports with subject matter experts Standardization Reduce inventory by service type not departmental division 8

University Budget Council Review-Report Writing Endorse the Report Writing Shared Services as a project worth investigation More analysis to determine the number of individuals needed 9

University Budget Committee Members Denise Battles, co-chair Provost and Vice Chancellor for Academic Affairs Charlie Maimone, co-chair Vice Chancellor for Business Affairs Maree de Angury, University AdvancementJerry Brooke, Budget Office Patricia Fox, Research ServicesMark Galizio, Psychology Ann Glossl, Student AffairsMark Lanier, Chancellor's Office Cindy Hucks, Budget OfficeMahnaz Moallem, Instructional Technology, Foundations, and Secondary Education Lori Messinger, School of Social WorkCynthia Retchin, Business Affairs Joe Pawlik, Biology and Marine BiologySarah Schaeffer, Budget Office Bob Russell, Budget OfficeTrini Marinello (student) Rick Whitfield, Business Affairs 10

Report Writing Steering Committee The Report Center design should include employee input Provide the following enhancements to reporting… CHARGE: Plan the Implementation of a single Shared Services Reporting Center, inclusive of reporting infrastructure 11

Report Writing Steering Committee Cont’d Improve data report integrity, availability and flexibility Increase data report writing productivity Reduce fragmentation of work associated with data report writing Eliminate duplicate data tracking and reporting Reduce the time required for accurate data report development Include measurable outcomes 12

University Budget Council Review- Budget & HR Recommend both the Budget Management and HR Shared Services Reports for further review Recommended a blended HR & Budget work group Identified several areas for further attention and analysis 13

Steering Committee HR/Budget CHARGE: Appoint a blended work team to consolidate the Budget and HR recommendations. 14

Shared Services at a More Detailed Level Bob Russell Chair Shared Services Budget Work Group 15

Recommend an organizational model that maintains or improves on our quality of services while saving time and/or money for the university The Organizational Charge 16

Process Steps Held 3 in-person data collection sessions with 300 staff: – To understand distribution of administrative work among 6 career bands – To gather feedback for improved work processes Subject matter experts “mapped” 7 key HR processes – Identified inefficiencies and developed optimal process flow recommendations 17

Processes Examined-HR EPA Staffing SPA Staffing Temporary Employment Classification Supplemental Pay Salary Administration Onboarding * Mapping process included input from over 30 customers/suppliers of HR services 18

Processes Examined-Budget Cost Shares SCRI Flexes Activity Codes Position Control Special Projects Year End 19

Here is What You Reported 20

21

Distribution of Work (1) Self Reported Data 22

Distribution of Work (2) 23

Here is What You Said “...Admins across campus currently have some of the same basic tasks which would be more effectively and accurately performed if done centrally.” 24

Here is What You Said “There are folks doing similar tasks and none of them are experts. Sometimes it seems more time is spent locating the latest processes (and possibly never finding them)…” 25

Visually……… Self Reported Data 26

Current Staffing Self Reported Data 27

Summary of Findings (1) Data collection: – Work tasks fragmented among 300 individuals – Work processes inefficient and inconsistent – Huge inefficiencies due to central offices interaction with 300 +/- individuals 28

Summary of Findings (2) Data collection (con’t): – Limited Individuals with complete process knowledge – Process implementation not standardized 29

Summary of Findings (3) Process mapping: – Lack of automation – redundant and error prone procedures – Time consuming loops exist – Task fragmentation – Inconsistent process implementation – Excellent customer service is difficult 30

Steering Committee HR/Budget CHARGE: Appoint a blended work team to consolidate the Budget and HR recommendations. NameDivision Ann GlosslStudent Affairs Abby KnightStudent Affairs Anne BeachAcademic Affairs Sharon BaucomBusiness Affairs Patty ThompsonAcademic Affairs Jane BaileyAcademic Affairs Maree DeAnguryUniversity Advancement Katie LangeAthletics 31

Shared Services Workshops Charlie Maimone Shared Services Steering Committee Chair 32

Shared Services Workshops Sponsored and led by Shared Services Steering Committee Purpose: To Gather Strategies From Staff… …To design for success! 33

Source: Data from 3/5/2014 Workshop 34

Source: Data from 3/5/2014 Workshop 35

Source: Data from 3/5/2014 Workshop 36

Maintain FLEXIBILITY, PERFORMANCE, WORKLOAD MANAGEMENT and STUDENT SERVICES For DEPARTMENTS (Ensuring work is distributed fairly throughout the university) Source: Data from 3/5/2014 Workshop 37

Source: Data from 3/5/2014 Workshop Re-Balance Work to Support Unit Mission Evaluate Baseline Knowledge Cross Training Trained and Knowledgeable Facilitated Department Meetings Evaluate Baseline Knowledge Understanding the Interconnectivity Process Feedback from Workshops- Top 5 Open Communication 38

Shared Services Website Stay up to date on Shared Services at UNCW Please feel free to contact Charlie Maimone directly at 39

Source: Data from 3/14/2014 Workshop 40

Source: Data from 3/14/2014 Workshop 41

Source: Data from 3/14/2014 Workshop 42

Source: Data from 3/14/2014 Workshop 43 (Ensuring work is distributed fairly throughout the university)

Open Communication Evaluate Baseline Knowledge Open Communication Excellent Customer Service and Accountability of Service Providers Define where people can go to access information SMEs should understand department differences and needs Establish opportunities to discuss and provide feedback at all levels Include staff in S.S. written processes and identify responsibilities Matching accountability to authority 44 Source: Data from 3/14/2014 Workshop