Carnegie Mellon University CMUWorks Service Center Update Administrative Leadership Group January...

Carnegie Mellon University

CMUWorks Service Center UpdateAdministrative Leadership Group

January 28, 2016

CMUWorks Service Center Update

Looking Back & Moving Forward

Looking Back on 2015• The Launch and 1st Anniversary• 2015 Performance Metrics

Moving Forward in 2016• What to expect during Tax

Season• Goal: 100% Compliance

CMUWorks Service Center | Looking Back on 2015

The Launch and 1st AnniversaryIn 2015:• Resolved 21,203 cases• Handled over 4,200 incoming phone calls• Reviewed over 1,600 hire business transactions• Assisted with over 3,500 successful onboarding

processes• 187 Pay Runs executed out of Workday (Avg of over 15

pay runs per month) resulting in 13,520 W-2’s.

2015 was a productive first yearWe thank you for your collaboration and support!

CMUWorks Service Center | Looking Back on 2015Performance Metrics via ServiceNow

In 2015, nearly 26,000 cases were opened (Service Center and HRIT)

January

February

March

AprilMay June

July

August

Septem

ber

October

November

December

-

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

4,500

Total Cases Open and Resolved | CY 2015

Total Cases Per MonthResolved Cases

Performance Metrics via ServiceNowIn 2015, the CMUWorks Service Center Team resolved 21,203 cases

CMUWorks Service Center | Looking Back on 2015

Support

Team

Advisors

Payroll

Benefi

ts Office

HRIT

Producti

on Change

WD Integ

rations

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

Cases Opened / Resolved by Assignment Group | CY 2015

Cases OpenedCases Resolved

CMUWorks Service Center | Looking Back on 2015Performance Metrics via Service Now

Inquiries / Cases were well-distributed across topics

Pay

Employee Verifications

Change Benefit Event

Benefits

Payroll Inputs

Onboarding

Andrew ID

Payment Inquiries

Taxes

Tuition

0 200 400 600 800 1,000 1,200 1,400

Top 10 Ticket Types | CY 2015

CMUWorks Service Center | Looking Back on 2015General Phone Line Metrics

Nearly 12,800 incoming calls were receivedOver 4,200 incoming calls here handledAverage of three (3) individuals answering general phone line**Numbers do not include calls directly to Advisors

January

February

March

April May JuneJuly

August

Septem

ber

October

November

December

-

200

400

600

800

1,000

1,200

1,400

1,600

1,800

2,000

Total Calls Per Month | CY 2015

Total Calls For MonthAll Calls Handled

CMUWorks Service Center Update

Moving Forward in 2016What to Expect during Tax Season• Forms W-2 and 1095-C

Goal: 100% Compliance• Hire Business Transactions• Form I-9• Social Security Numbers

8

What to Expect during Tax Season2015 W-2 tax forms will be mailed by January 31, 2016• Available electronically via Workday to current

employees

1095-C is a new IRS reporting requirement • Contains important health care coverage information• Needed to complete your 2015 tax filings• 1095-C will be distributed following same timeline as tax

form W-2• Not available on Workday

CMUWorks Service Center | Moving Forward in 2016


Compliance is a Campus-Wide Effort

In 2016, we ask the campus community to help us with three (3) components of HR / Payroll compliance:

• Hire Business Transactions

• Form I-9

• Social Security Numbers

Department involvement is the most important factor in achieving timely and successful onboarding!!!!



Hire Business TransactionsThe hiring process should go through all approvals prior to the start date.

Late Hiring Causes:• Delays / Confusion in onboarding process (delayed Andrew ID access)• Compliance issues with employment eligibility (Form I-9), the Department of

Labor (pay), and the IRS (taxation and benefits)• Delayed compensation and increased effort to process pay

What you can do:• Discuss onboarding steps and employment

requirements with new hire• Delay the hire until all required documents /

information is available(e.g. proper/valid identification is not yet with the employee)


Compliance: Form I-9Per Federal law, the Form I-9 must be completed within three (3) days of the employee starting work.

• CMU Overview / Problem Statement• Rules and Regulations for I-9• Seasonal Employees • Violations & Penalties• Mitigation / Monitoring Activities


Social Security NumbersAll individuals (including foreign nationals) working in the U.S. must provide a SSN to their employer.

Non-compliance results in:• Fines and other penalties on the University for non-compliant wage reporting• Possible misinformation reported on the employee’s tax form W-2• Employee cannot make tax elections or set up direct deposit in Workday

What you can do:• Reiterate this requirement to new hires and

employees (Employees without an SSN should apply for one ASAP)


Hire Information Worksheet

https://www.cmu.edu/cmuworks/new-hires/index.html

• “Checklist” to assist Hiring Managers with non-system required items to onboard new hire.


Questions?

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