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Concur Travel and Expense System Procurement Services Customer Forum, March 2009 1 Agenda Background What Will Concur Replace? Project Progress Next Steps The Concur Project, University of Michigan, 2009 2 Background Many of you are familiar with the plans to offer a travel and expense system to the campus community later this year. Today, we want to give you a update on the project, which is a partnership between Procurement Services and MAIS. The Concur Project, University of Michigan, 2009 3 What is a Travel and Expense System? A travel and expense system is a software tool that automates and centralizes many of the processes an organization uses to make travel arrangements as well as track, manage, and reconcile its expenses. In the University’s case, these expenses include travel, hosting, P-Card, and reimbursable out-ofpocket expenses. The Concur Project, University of Michigan, 2009 4 What is Concur? Concur is the brand name of a market-leading travel and expense system. The multi-step process to select a vendor to provide a travel and expense system for the University began more than a year ago and included reviewing the input of faculty and staff focus groups and vendor demonstrations. After a thorough analysis of this information, Concur was selected. The Concur Project, University of Michigan, 2009 5 Key Benefits of Concur Significantly reduces the amount of time necessary for reimbursement of out-of-pocket expenses Automates cumbersome and time-consuming steps associated with making travel arrangements as well as tracking, managing, and reconciling travel, hosting, P-Card, and reimbursable out-of-pocket expenses Standardizes travel and expense reporting and documentation across the U-M to strengthen controls and compliance Takes advantage of the University’s volume purchasing power to provide better pricing to units and departments on everything from airfare to accommodations The Concur Project, University of Michigan, 2009 6 Issues with Current Processes 4-6 weeks is too long for reimbursement Searching multiple websites lengthens time to arrange travel Need to re-key trip information when reconciling Use of large number of vendors creates lost opportunity for negotiated contract pricing Internal Controls limited with manual processes The Concur Project, University of Michigan, 2009 7 What will Concur Replace? Today Travel P-Card Non-PO Voucher (Out-of-Pocket Reimbursements) The Concur Project, University of Michigan, 2009 8 What will Concur Replace? Today Travel – employee travel is booked and modified using external online travel tools or Unit Selected travel agencies. P-Card Non-PO Voucher (Out-of-Pocket Reimbursements) The Concur Project, University of Michigan, 2009 Tomorrow Travel: - employee travel can be booked through Concur’s Trip functions (similar to Orbitz, Expedia, etc.) or the U-M Travel Partner. Trips can be automatically pulled into expense reports & Procurement can leverage U-M travel volume to negotiate discounts over time. 9 What will Concur Replace? Today Travel P-Card – reconciliation is performed in M-Pathways, paper reports are generated and routed for approval Non-PO Voucher (Out-of-Pocket Reimbursements) The Concur Project, University of Michigan, 2009 Tomorrow P-Card - employees or their delegates will use Concur to import P-Card transactions into a Travel and/or Expense Report to reconcile the transactions. Reports are routed for approval electronically before being posted. 10 What will Concur Replace? Today Travel P-Card Non-PO Voucher (Out-of-Pocket Reimbursements) – Paper reimbursement forms are created by employees, the data are entered by Non-PO Voucher Users or Accounts Payable, and then routed on paper for approval. The Concur Project, University of Michigan, 2009 Tomorrow Out-of-Pocket Expenses – employees or their delegates will use Concur to create expenses in a Travel and/or Expense Report for reimbursement. Reports are routed for approval electronically before being posted and the employee being reimbursed. 11 Project Progress December 2007 - Conducted Focus Groups across campus regarding needs and challenges with the current travel and expense reimbursement policy and procedures January 2008 - Conducted an RFP and detailed evaluation of two vendors – PeopleSoft and Concur Invited over 30 end users to vendor demonstrations and solicited feedback from them during the evaluation process May 2008 - Selected Concur as our Expense Management and Reimbursement application The Concur Project, University of Michigan, 2009 12 Project Progress (continued) May - August 2008 - Documented issues and opportunities associated with the current Travel and Hosting SPG Most issues surrounded the prevalence of the use of exception memos to “go around” virtually any established guideline or policy October- November 2008 - Presented potential policy changes to Faculty groups and Deans Recommended implementing application and later considering policy changes The Concur Project, University of Michigan, 2009 13 Project Progress (continued) December 2008 Steering Committee assembled with reps from: Finance LS&A MAIS Medical School School of Dentistry School of Information School of Public Health University Audits February 2009 Began Working Group meetings with reps from: 14 Concur Project, University of Michigan, 2009 The Finance LS&A (selected units) MAIS Medical School (selected units) School of Dentistry School of Information School of Public Health (not participating in pilot) School of Social Work University Audits 14 Project Progress (continued) Finalized travel fulfillment provider selection Completed baseline configuration of expense application The Concur Project, University of Michigan, 2009 15 Next Steps Continue working group sessions Complete development of interfaces Initiate configuration of travel booking tool Application testing and validation of business processes Continue detailed change management / communication effort Tentative rollout schedule: Phase 1 (pilot units go-live) – Spring 2009 Phase 2 (University go-live) – Summer 2009 The Concur Project, University of Michigan, 2009 16 Resources Lyn Fyfe Eric Kruse Thom Madden [email protected] [email protected] [email protected] Please visit the Procurement Services web site for updates on the Concur implementation: http://www.procurement.umich.edu/travel_expense-sys.html The Concur Project, University of Michigan, 2009 17 P-Card Program Update Procurement Services Customer Forum March 2009 18 Background American Express worked diligently with us to modify their two-card system to support our customized purchasing card requirements (the purchasing card with travel option). As the January 15th go-live date neared, we were not confident that American Express would be able to support our model. 19 Enter J.P. Morgan Chase J.P. Morgan Chase was the University’s P-Card provider a few years ago. Given our previous relationship, we contacted Chase to see if they could meet our immediate needs to implement a MasterCard program within a very short timeline. Following multiple in-depth discussions, we made the decision to proceed with Chase. 20 Chase MasterCard Program Overview One card program Like the current GE MasterCard, travel and procurement capabilities are on one card Chase MasterCards will have new card account numbers Cash withdraw access is available where approved by department/unit New Card Rollout March 2 – 6, 2009 Email communication to current Cardholders, Approvers, Reconcilers and key administrative staff regarding card delivery and activation instructions New Chase P-Cards delivered to cardholders’ University business addresses P-Card Transition web site updated with information about card delivery, activation, PINs, resources, etc. http://www.procurement.umich.edu/pcardtrans.html 22 Chase Card Activation 23 Cardholders may activate their Chase card upon receipt but should not use the Chase MasterCard until March 15, 2009 Cardholders should continue to use the GE MasterCard until March 14, 2009 Cutover to Chase P-Card Program GE MasterCards will be deactivated on March 14, 2009 Email [email protected] to arrange for GE cards to remain active up to March 28 for cardholders on travel status during the cutover GE cards cannot remain open past March 28 Chase MasterCards will be activated on March 15, 2009 This date coincides with the start of a new P-Card billing cycle 24 Questions? Please contact: Carolynn Blankenship Ron Youngblood [email protected] 734-764-8212, option 2 P-Card Transition Team 25 [email protected] 734-615-9060 P-Card Group [email protected] 734-763-4331 [email protected] Procurement Services Customer Service Initiative 2009 Procurement Services Agenda 1. Customer Service Goal 2. Procurement Solutions Team 3. Accounts Payable Structure 4. Next Steps Procurement Services Customer Service Goal Build a customer service team to consistently deliver: Quick response and issue resolution Friendly, helpful service Accurate information Ongoing analysis of customer needs Delivery of product to address customer needs (web site information; on site training; forums; department visits; etc) Procurement Services Customer Service Components Phone Single Point of Contact 734-764-8212 Option 1 Email Single Point of Contact for multiple customer groups Web Regular review of web content to ensure information is complete and current Outreach • Forums • On site visits • Publications Procurement Services (734)764-8212: Now & Future Current Spring 2009 Summer 2009 Prompt 1 – Prompt 1 – Prompt 1 – • Policies/procedures • Policies/procedures • P-Card • Payment Status • Policies/procedures • P-Card • Payment Status • Vendor-related Prompt 2 – • P-Card Prompt 3 – • Accounts Payable Prompt 4 – • Vendor Maintenance Prompt 2 – • Vendor-related Procurement Services Email Group [email protected] Procurement solutions buying methods product and service sourcing inquiries Procurement-related policies and procedures General inquiries from University and external customers Procurement Services Web Site www.procurement.umich.edu Procurement Solutions Team responsible for regular review of web site content to ensure information is current and complete consultation with Procurement Services content owners regarding updates proofreading new content conversion of all Procurement Services forms to fillable PDFs; maintaining all forms periodic testing of links to ensure all are active Procurement Services Accounts Payable Structure The Accounts Payable structure now comprises two main audit areas: Vendor Payments Employee Travel & Expense Reimbursements Customer telephone inquiries for P-Card policies/procedures, Payment Status, and Vendor Maintenance will be fielded by the Procurement Solutions Team in the near future. Procurement Services Next Steps for the Procurement Solutions Team March – April 2009 Transition to new call center software Continue to learn Procurement policies, procedures, systems, software tools, etc. May – June 2009 Transition to one prompt for 764-8212 (answer calls for Procurement, Accounts Payable, P-Card, Vendor Maintenance) Procurement Services Questions? We welcome you to contact the Procurement Solutions Team at 734-764-8212, prompt 1 [email protected] Or directly: Lyn Fyfe ([email protected] 734-764-6257) Aimee Baker ([email protected]) Robin Campbell ([email protected] Amanda Hoeft ([email protected]) Sharon Mason ([email protected])