BUSINESS PROCESS
IMPROVEMENT
INITIATIVES
Chad Cleveland
June 18, 2014 BAAF Meeting
Background
• Overall policy change and implementation ramifications
• Example: Security and Immigration Compliance Act
• Research Administration Work Group Report
• Recommendations for improved customer service for sponsored
project/research administration – across all administrative support
offices
• Recommendations for better communication and working as a
team
• Recommendations for business process improvements and
increased institutional risk tolerance
• Finance & Administration Transition Advisory Team
• Recommendations for improved customer service and
communication
• Request for flexibility because “one-size” does not fit all
• Request for reduced bureaucracy and business process
improvement
Initiatives
Several initiatives underway with respect to requests for improvement:
• Post-award policy review with faculty, staff and external accounting firm to
examine policy alignment with federal, state and BOR requirements and
areas for improvements and potential revised risk tolerance posture.
• Sessions for central administrative staff to re-visit customer service focus
and shared vision for facilitating the administrative support needs of the
institution across its academic, research and public service and outreach
missions
• Potential work with external consultants to independently review and
determine actions for improved customer service and training,
communications, staffing, organizational design, business process
improvement, guidance on risk tolerance, and implementing performance
metrics for administrative functions.
• Assessment and Readiness for next generation human resource and
financial administrative systems.
Discussions underway with Department of Administrative Services
(DOAS) to seek remedies and decreased administrative burden in the
areas of :
•
•
•
•
Purchasing
Fleet Maintenance and Reporting
Surplus Property
Insurance Claims Processing
Approach
UGA Processes:
• Using the approach taken with the Security and
Immigration Compliance Act, we will utilize a ‘user
community’ model to address business process
changes and policy implementations.
• This methodology has been used when implementing
UGAMart, Kronos, travel policy changes and other
topics, however, the ‘user community ‘input has
traditionally included a small number of users.
Approach
STEP #1: Establish Business Services Advisory Group
BAAF Planning Committee Members + the Chief Fiscal Officer of each
school/college and ‘major’ unit + Internal Audit
+
Other “subject matter expert” faculty and staff as appropriate per topic
=
Business Services Advisory Group (BSAG)
Approach
•
•
•
•
STEP #2: Working with the Business Services Advisory Group –
Short Term
To begin, recommendations from recent reports and input of work
groups/transition teams will be used to work on already identified
“issues” for BSAG discussion, idea generation, and for BSAG
members to gather input from their unit.
BSAG will meet to address the identified “issues” and will create
issues-based work groups so that more than one “issue” can be
addressed in a timely manner.
BSAG will make a recommendation on the “issue” to Finance &
Administration including implementation actions.
Recommendations requiring significant risk posture changes and/or
significant funding requirements will need approval from
executive/institutional levels. Otherwise, implementation plans can
be finalized and acted upon.
Approach
STEP #2: Working with the Business Services Advisory Group –
Long Term
• On a recurring basis, F&A will bring policy changes or new policy
items to BSAG for discussion, recommendations, and input.
• Additionally, a method for BSAG to bring forward needs and ideas
on behalf of faculty and staff will facilitate a recurring process for
information exchange and for business process review and
improvement.
Getting Started
• Communication about formation of BSAG to VPs, Deans and
BSAG members in July 2014
• Meeting of BSAG in August 2014
• Advance materials on topics and issues will be distributed.
• Need volunteers to chair work groups on topics and volunteers to staff
work groups
• Examples of topics for work groups:
• Best methods of communication for resolving declined transactions (email vs.
within existing system vs. phone conversation, etc.)
• Best methods for providing feedback
• Allow shift differentials on salaried payroll by lifting the budget restrictions
• Remove use of GSA rates as guides for ‘reasonable’ lodging rates and
remove letter of justification when lodging >25% of GSA rate
• Revisit 2012 proposed changes to wireless communications policy to improve
approval process and administration