One University System’s Journey to Implementing a Shared
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Transcript One University System’s Journey to Implementing a Shared
One University System’s Journey
to Implementing a Shared Services
Initiative
SACUBO 2013 ANNUAL MEETING
HYATT REGENCY-ATLANTA
APRIL 23, 2013
University System of Georgia Shared Services Center:
• Becky Prince – Director
• Diane Kirkwood – Associate Director Payroll & Benefits
• Julie Harris – Program Manager
The University System of Georgia’s Journey to
Shared Services
Shared Services Initiative
Introduction
Who We Are
Why Shared Services
Scope of Responsibility
Implementation Timeline
Shared Services Governance & Structure
Successes & Lessons Learned
Value of Change Management & Communication to
Stakeholders
Shared Governance Benefits
Standardizing Business Processes
University System of Georgia (USG)
Who We Are
31 colleges and universities
4 research universities
2 regional universities
12 state universities
13 state colleges
Also Includes:
Skidaway Institute of
Oceanography
Georgia Public Library System
University System Office
USG Shared Service Center (SSC)
Who We Are
Location
Centrally located in Sandersville, Georgia
Best of breed virtualized technology and state of the art facility
Part of rural economic development initiative
USG Shared Service Center (SSC)
Why Shared Services
Reduce overall risk by creating redundancy in critical
support areas through shared services
Reengineer processes utilizing best practices
Upgrade systems to latest technology to automate
and streamline manual processes
Enhance specialized knowledge through training and
skills development
Standardize processes, policies, and procedures to
minimize variability and errors
Increase customer service through dedicated service
desk
USG Shared Service Center (SSC)
Scope of Responsibility
Shared Services Center (SSC) focuses on Payroll &
Benefits processing and Tier 1 Call Center support for
employees & retirees of:
28 universities & colleges (of the total 31)
Plus Skidaway Institute of Oceanography, Georgia Public
Library System & the University System Office
SSC shares transactional tasks with campus HR, Benefits
and Payroll practitioners
SSC manages the relationship with Third Party HRMS
Vendor (ADP)
Implementation Timeline:
Shared Services Concept Planning
June 2007
January 2008
Hackett
Benchmarking
Study
Accenture
Study
Study showed
USG not best in
class in financial
& HR/payroll
operations
Study
recommended
adopting a
shared services
approach
June 2008
Board of Regents
Approved Shared
Services Strategy
~July 2008
RFP Process
and Third
Party Vendor
Selection
ADP selected –
Time & labor,
Benefits processing,
Payroll Processing
(incl. tax, garnishment)
Retiree benefits direct
bill, COBRA, Employee
On-Line Self Service,
etc.
Implementation Timeline:
Shared Services Center Start-Up
March 2009
Shared
Services
Center Site
Sandersville, GA
Temporary
building
August 2009
GO LIVE Third
Party Vendor
(ADP)
14-month
Implementation
“Big Bang” all 34
entities at once
April 2010
Shared Services
Center moves to
Permanent
Building
August 2010
Begin Phase 2 :
Payroll
Centralization
SSC expands
service offering
to include more
payroll
processingrelated tasks
Implementation Timeline:
Shared Services Center Stabilization
July 2011
Employee/
Retiree Call
Transition
Project started
January 2012
April 2012
January 2013
Campus
Consolidation
Project
announced
Common
Remitter Go
Live
University
System Office
Payroll processed
at SSC
Consolidation of 8
institutions into 4
Unified submission
by SSC of Tax
Savings Annuities
(TSAs) &
Retirement Funds
SSC begins to process
HR and payroll
transactional
processes for
University System
Office ~439
employees
USG Shared Service Center
Governance & Structure
SSC Governing Council
Chaired by USG Institution President
Representation from Fiscal Affairs, Human Resources, Payroll,
Academic Affairs, Student Affairs, Information Technology and
University System Office
Committees designated to focus on:
Contracts
System Evaluation
Hosting
New Shared Services Opportunities
SSC Advisory Committees
Payroll
Benefits
HR
Successes & Lessons Learned
2012 General Statistics – Our Customers
~66,000 W-2’s generated
Over ~800,000 payroll advices/payments processed
~23,000 active benefit eligible employees
~8,000 benefit eligible retirees/survivors
~44,600 cases logged in 2012 at SSC Call Center (approx. one point
of contact every 3 minutes)
129 Benefits Plans (incl. USG Health & Welfare and Institution
Voluntary Plans)
62 Benefit System Changes (ADP Change Controls) ; 42 changes in 2011
Facilitate Open Enrollment Benefit Changes & Communications
Successes & Lessons Learned
Business case is critical
Understand current state and workflow
Develop future state and fiscal targets
Standardize business processes BEFORE implementation
Involve ALL levels of the organization for buy-in and
information exchange on an ongoing basis
Practitioners need to be part of solution
Partner with key vendors, brokers and consultants with
proven track record who understand the unique nature of
higher education
Recommend the start-up of a Shared Services Center not
be simultaneous with the implementation of a new ERP
system
Successes & Lessons Learned
Allow sufficient timeline for successful system planning,
testing, documentation, training and implementation.
Easily accessible documentation is key to user success.
Communicate often and involve ALL stakeholders. Use
multiple communication methods to reach various
audiences.
Develop strong internal project office early to
compliment external consultants.
Hiring customer-focused personnel (all levels) is critical
Develop Service Level Agreements (SLAs) early on to
establish expectations with vendors as well as
institutions.
Successes & Lessons Learned
USG’s Benchmarking Visit to UC Davis Shared Services
“Transformational change that is highly complex
Invokes significant emotional responses and resistance at
all levels of the organization
Requires significant change management support
Must have organizational fortitude and unwavering
leadership commitment”
Successes & Lessons Learned
SSC Culture
Competent and cohesive leadership team
Environment where feedback for continuous improvement is
encouraged
Project-based focus
Employee cross-training and growth
Successes & Lessons Learned
Communications
Bi-weekly Practitioner Web Based Information Sharing Meeting (e.g.
Up-to-the-Minute Call)
SSC Hosts an annual Exchange training session on site. (3-days
offered)
SSC sponsors a tract at annual Georgia Summit event
Regional Training on critical/timely topics (e.g., IPEDS, leave
management, security, etc.)
Present at USG annual meetings (e.g., CBO, CHRO, etc.)
Standardized branding of all communications
Invite campus practitioners to visit the SSC and provide opportunity
to monitor live customer calls
Successes & Lessons Learned
Example of a Monthly
Communication the SSC
provides to each
institution related to their
Employee/Retiree
Contacts to the Shared
Services Center.
Successes & Lessons Learned
Shared Governance Benefits
Cross-functional Representation
Champions Shared Services Operations and New Opportunities
Provides Resources
Executive sponsors and senior leadership support
Successes & Lessons Learned
Importance of Standardized Business Processes
Developed SSC specific Business Procedures Manual (BPM)
Working with USG System Office to standardize voluntary
benefit plans
Facilitate standardized business practices including:
Joint Staff policy and procedures
Retirement processing
Internal USG transfer processes
Questions
University System of Georgia Shared Services Center:
• Becky Prince – Director
[email protected]
• Diane Kirkwood – Associate Director Payroll & Benefits
[email protected]
• Julie Harris – Program Manager
[email protected]