HR SERVICE REQUEST SYSTEM (SRS)

Academic Senate COR April 21, 2014

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Agenda

1. Introduction/roles

2. Current business needs addressed

3. Data points

4. Goals & Priorities

5. System roles/responsibilities

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The world of HR case management at UCSF

The tool allows us to track and manage a significant portion, but not all, of our HR business. Highly confidential cases are not

initiated or tracked using SRS tool to retain confidentiality

Two technologies, Advance and MPM, were already being used to track advancement and fund management for the health sciences compensation plan faculty

Inevitably, requests come in through email and phone

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SRS Statistics

Total population served: 22,000 staff and academic employees (campus only)

Total users (Dept. and HR): approx. 2,200 Department initiators, reviewers, and approvers:

approx. 2,000 282 Academic users, of which 85 have initiated a

request UCSF HR generalists, specialists, and

transactionalists: approx. 200 Total number of tickets since go-live: approx. 100,000

Total # of tickets submitted by academic employees = 976

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SRS Goals & Priorities

Make HR transactions as simple as possible

Enable tracking of requests and prevent “lost” requests

Maintain a history of approvals and simplify “post-audit” processes

Enable reporting on workflow to support continuous improvement

Assist in understanding generalists’ workload and reassign tickets to address volume as appropriate

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SRS Features

Enables supervisors and administrators to request consultation and authorize personnel transactions.

Supports transition from paper/email/fax requests to an online tool Provides standard method of submission to Service

Centers Pulls employee data from OLPPS (e.g. Name, EID, etc.)

to auto-populate form fields Provides automated routing for Departmental approval

and review Allows Department and HR users to centrally manage,

track, reference, and collaborate on HR related requests.

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SRS Department Roles

Role Description

Initiator •Initiates ticket requests •Can only view tickets that they have initiated

Approver •Initiates ticket requests •Ability to approve tickets for their authorized department IDs•Can view all tickets initiated and approved within their authorized department IDs

Department Authority

•Possesses all abilities of initiators and approvers

Second Approver •Optional role that facilitates an additional level of approval workflow

Reviewer •Optional role that enables review of a ticket, but is not required to take any action

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