1. Human Resources Workstream Innovative Support Services (iS 2 ) Human Resources Workstream TOWN HALL October 20, 2009

2. Overview of Presentation –iS 2 Timeline/Purpose –Structure/ Outcomes –Upcoming HR Initiatives (Listed by iS 2 Activities) –Questions Human Resources Workstream

3. Why is the university doing this review? To improve the delivery of support services across campus To maximize efficiencies and to help improve the financial sustainability of our organization Critical process issues need to be solved Ensure compliance with the Auditor General’s recommendations Moving forward without making significant improvements to the university’s support services is not an option Human Resources Workstream

4. iS 2 Timeline – Where are we? PHASE 1 Assessment (6 weeks) March 16- April 24, 2009 PHASE 2 Planning & Development (22 weeks) June 1- October 31, 2009 PHASE 3 Implementation (8 months) November 1, 2009- June 30, 2010 Human Resources Workstream

5. Phase 3 - iS 2 Project Organization - DRAFT Board of Governors PVP Executive Sponsor(s) Program Management Team IT Functional Team HR Functional Teams Finance Functional Team Supply Management Functional Team Business Administrative Systems Project Team Deans’ Council Program Steering Committee Operating Model Project Team Facilities Management & Development

6. Human Resources iS 2 Workstream Workstream sponsor - Kevin McQuillan, Dean, Faculty of Social Sciences Workstream lead - Trika Macdonald, Director, Staff Relations and Consulting Services Outcomes: Improvements to overall HR services, increased efficiency Streamlined and standardized HR processes between central HR and de-centralized HR units within faculties/departments through the development of a Shared Serviced Operating Model Reduce liability through the establishment of policies and procedures, and improvement to internal controls Clarified roles, responsibilities and accountabilities Human Resources Workstream

7. Activities in the HR iS 2 Workstream Activity #1 – Customer Needs Assessment Activity #2 – Operating Model Redesign Activity #3 – Identify and Redesign High Priority Processes Activity #4 – Determine PeopleSoft Functionality in HR Activity #5 – Review and Coordination of Policies in HR Activity #6 – Implement Operating Model, Processes, and PeopleSoft changes Human Resources Workstream

8. Activity #1 Customer Needs Assessment Accomplishments: 1.Customer Needs Assessment Workshop 2.HR Service Delivery Catalogue Benefits: Clearly defined service standards to be provided by central HR Understanding of what services are important to clients, enabling effective planning and utilization of resources Human Resources Workstream

9. Activity #1 - Service Delivery Catalogue Human Resources Workstream

10. Activity #2 Operating Model Redesign Accomplishments: 1. Shared Services HR Operating Model Redesign 2. Key Performance Indicators (KPIs) confirmed 3. Service Level Agreements (SLAs) completed Benefits: Improved customer service, accountabilities, tools and templates to support managers and HR professionals across campus Standardized processes and consistent application of Human Resources services, policies and procedures Established metrics to ensure continuous service improvement Service Level Agreements that outline our commitments to each other with respect to the service levels that will be provided Human Resources Workstream

11. What does Shared Services mean to us? A Shared Service HR Team will exist on campus to provide a high level of service to our client groups Faculties and Departments will be supported by Service Units from within the Shared Services HR Team The objective of the Shared Service Team will be to improve services and reduce cost through economies of scale, eliminate redundant activities and deliver high quality services to all departments and faculties The Shared Service Team for HR will include HR professionals at the Faculty/Department level as well as HR professionals that are currently located centrally Human Resources Workstream

12. HR Shared Service Operating Model Human Resources Workstream

13. Activity #3 Identify and Redesign High Priority Processes TIMEKEEPING RECRUITMENT CLIENT SERVICES ( HELP DESK) BENEFITS & PENSION Human Resources Workstream

14. Activity #3 Identify and Redesign High Priority Processes - TIMEKEEPING Accomplishments: 1.Standardized electronic timesheets with digital signatures 2.Increased clarity in timekeeping forms 3.Timekeeping Standard Operating Procedures and Guidelines established Benefits: Timesheets specific to employee group will only display relevant codes which have been clarified/defined Electronic processing of timesheets now an option for faculties/departments New timesheets mirror what self service will look like in PeopleSoft which will result in less errors/ease of entering data Human Resources Workstream

15. Activity #3 Identify and Redesign High Priority Processes - TIMEKEEPING Human Resources Workstream

16. New Timekeeping Process Employee completes appropriate timesheet and sends to approver electronically or by “hand” Timesheet is reviewed, approved, and sent to timekeeper Timekeeper enters all hours and approves all time in PeopleSoft Timekeeper runs the Timekeeping Audit Report and reviews all entries against timesheets Timekeeping Audit Report is reviewed by one other delegated person for verification of all time entry Human Resources Workstream

17. Activity #3 Identify and Redesign High Priority Processes - RECRUITMENT Human Resources Workstream Accomplishments: 1.Standardized hiring, job change and termination process (employee master file) 2.New improved forms (hire, change, termination) 3.Standardized approvals process consistent with other stakeholder groups Benefits: Required forms streamlined and easier to use Reduction in number of days for end-to-end change process and number of steps in hire process Fewer individuals inputting into employee master data files (66 per cent reduction), standardized training required in advance of system access, resulting in more accurate data

18. Activity #3 Identify and Redesign High Priority Processes - CLIENT SERVICES ( HELP DESK) Accomplishments: 1. Expanded scope and refined functionality of help desk services Increased support of functional HR groups Redefined service level expectations of Tier 1 and Tier 2 support Redesigned incident management processes 2. Established metrics to measure the level of Help Desk service 3. Clearly defined HR contacts Eliminating multiple ports of entry for HR Service inquiries. Reducing duplication of effort when multiple ports exist Directing all inquiries through the help desk, improving reporting and communication Human Resources Workstream

19. Activity #3 Identify and Redesign High Priority Processes - CLIENT SERVICES ( HELP DESK) Benefits: Improved resolution at first call and overall satisfaction with HR incident management process Help desk support and functionality clarified and communicated Consistent messaging related to HR services from a single source Implementation Plan: Go live of redesigned help desk – December 1 Training of Tier 1 & 2 increased functionality – Sept 15 and ongoing Streamlining resolution process reducing number of walk ups in main HR Sept 15 – December 31 Human Resources Workstream

20. Activity #3 Identify and Redesign High Priority Processes – Client Services (Help Desk) Human Resources Workstream

21. Activity #3 Identify and Redesign High Priority Processes - Client Services (Help Desk) Human Resources Workstream

22. Activity #3 Identify and Redesign High Priority Processes - BENEFITS & PENSION Accomplishments: 1. Streamlined process for changes and enrolment 2. Improved online resources Benefits: More information available to clients online with increased clarity Staff are able to access forms required for Life Event changes New staff are enrolled online, at their own convenience Positioned for future implementation of Benefits Administration and employee self service in PeopleSoft Human Resources Workstream

23. Activity #3 Identify and Redesign High Priority Processes - BENEFITS & PENSION Benefits and Pension Welcome to the University of Calgary. Our comprehensive benefits and pension program is designed to promote a productive level of health and well-being to staff members through coverage for - retirement income planning, health, dental, life insurance, and income protection for disability. We hope you find these programs beneficial in meeting your needs. The provision of benefit plans is subject to negotiations between the Governors of the University of Calgary and the Alberta Union of Provincial Employees as outlined in the Collective Agreement for Support Staff employees. Benefits at a Glance Your appointment status will determine whether you are eligible for benefits and pension coverage and what benefits you are eligible for. To learn about your benefits and pension, please click on Benefits at a Glance.Benefits at a Glance New Staff Benefits & Pension Enrollment Click on New Staff Benefits & Pension Enrollment to access your Benefits Enrollment package.New Staff Benefits & Pension Enrollment It is important to review the benefits and pension information that applies to your appointment type prior to completion of your enrollment package (click on Benefits at a Glance).Benefits at a Glance Life Events Provides information and forms to address life events including marriage/domestic partnership, addition/deletion of dependents, separation/divorce, approaching age 65, retirement and termination (click on Life Events).Life Events Appointment Change – Enroll in New Benefits Plan Change in appointment type resulting in change in benefits and pension eligibility; contact the Benefits Team (403)220-5932. Human Resources Workstream

24. Activity #3 Identify and Redesign High Priority Processes - BENEFITS & PENSION New Staff Benefits & Pension Enrollment Welcome to the University of Calgary’s self-serve Benefits Enrollment. Please ensure that you have reviewed the Benefits information that applies to your appointment type prior to completion of your benefits enrollment package. Please use this checklist as your guide to ensure all the applicable forms are completed. Once you have completed your package please forward as soon as possible to Human Resources, Room 202 Administration Building. Benefit Enrollment Form Public Service Pension Plan –Upon enrollment in the plan, Alberta Pensions Services will provide directly to you a new member package which contains applicable forms for your completion. –Service with a previous Canadian employer may be eligible to be established as pensionable service in PSPP. Visit the PSPP website http://www.pspp.ca/pln-recip-trans.htm or contact University Pensions at (403) 220-5461 for more information.http://www.pspp.ca/pln-recip-trans.htm –Mandatory participation for Regular/Sessional Full time, Limited Term and Temporary Relief appointments 1 year or greater. –Optional participation for Regular Part time staff working less then 30 hours per week. Staff must select either the ELECTION or WAIVE OPTION. Flexible Spending Account Allocation –See FSA CHART for eligible credit amountFSA CHART Your Banking Information All enrollment forms must be completed and returned to Human Resources within 31 days of your hire date. Failure to return your enrollment forms within the specified timeframe will result in Health and Dental coverage defaulting to single and Flexible Spending Account credits defaulting to the Health Spending Account. Note: Addition of family members will be on a go forward basis only. Once Flexible Spending Account credits have defaulted to the Health Spending Account this selection is irrevocable. All forms will be reviewed by a Benefits Advisor and where necessary amended based on plan eligibility rules. Human Resources Workstream

25. Activity #4 Determine PeopleSoft Functionality in HR Accomplishments: 1.Analysis of PeopleSoft functionality completed 2.Interim processes developed to align with future ‘To Be’ process (PeopleSoft functionality) Benefits: Integrated approach to systems management and improvement for all of campus Interim processes will ease the transition to employee self service Human Resources Workstream

26. Activity #4 Determine PeopleSoft Functionality in HR Currently setting priorities for Peoplesoft Transformation Project with Finance, IT, Facilities and Spend Management Timeline for project up to 24 months HR Priorities include data clean up, foundational pieces such as Position Management and reduction of manual processes like the AUPE salary increases as well as a move toward self service in many areas Human Resources Workstream

27. Activity #5 Review and Coordination of Policies in HR Accomplishments: 1. Three new policies developed - Vacation, Overtime and Flex-time 2. Standard Operating Procedures for high priority processes implemented (ex. Timekeeping, Recruiting, Benefits & Pension) Benefits: Supports work/life balance for all employees Standardization of application and utilization of vacation, overtime and flex-time across campus New policies/ implementation plan estimated to reduce vacation /CTO liability balances by $2.1 M by Dec 31, 2010 Human Resources Workstream

28. Activity #5 Example - Flex Policy One consistent policy for all of campus Departments/faculties will decide if they want to offer flexible work schedules; schedules must be operationally viable and mutually agreeable Applies to full-time AUPE Regular, Limited Term, Fixed Term or Sessional employees who have successfully completed probationary periods Schedules must be formalized and signed off Human Resources Workstream

29. Thank you for your hard work and dedication. Human Resources Workstream

30. Questions/Comments? Visit: ucalgary.ca/is2project