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UNT System Shared Services Update

UNT System Shared Services Update. TASSCUBO Primary Members. Terry Pankratz Vice Chancellor for Finance. Presented By. October 17, 2011. Agenda. Overview UNT System Business Service Center (BSC) UNT System Information Technology Shared Services (ITSS) CFO Discussions Questions.

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UNT System Shared Services Update

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  1. UNT System Shared Services Update TASSCUBO Primary Members Terry Pankratz Vice Chancellor for Finance Presented By October 17, 2011

  2. Agenda • Overview • UNT System Business Service Center (BSC) • UNT System Information Technology Shared Services (ITSS) • CFO Discussions • Questions UNT System Shared Services Update

  3. Current Trends • According to Shared Services & Outsourcing Network • In 2004, 24% of executives worldwide thought shared services was ‘strategic’ for their business. • In 2011, 89% think it is… • According to the Deloitte – 2011 Global Shared Services Survey Results • 13% of respondents in 2011 are from the Public Sector (up from 7% in 2009) • 85% of shared service centers are less than 10 years old(A young and growing trend) • Top three areas implementing shared services: • Finance (93%) • Human Resources (60%) • IT (48%) View the entire survey results at http://www.deloitte.com/assets/Dcom-UnitedStates/Local%20Assets/Documents/IMOs/Shared%20Services/us_sdt_2011GlobalSharedServicesSurveyExecutiveSummary.pdf UNT System Shared Services Update

  4. UNT System Shared Services Goals • Improve efficiency by eliminating unnecessary duplication of services across the UNT System • Manage business services strategically • Promote the buying power of the UNT System and increase the ability to leverage resources • Improve quality by continually monitoring customer expectations and satisfaction and continuous process evaluation and improvement • Facilitate long-term financial savings by providing more efficient (cost effective) services UNT System Shared Services Update

  5. Guiding Principles • Standardize • Automate • Co-locate (where advantageous) • Take care of our employees • Exceed customer expectations UNT System Shared Services Update

  6. Shared Services Evolutionary Stages Adapted from Shared Services: Mining for Corporate Gold” – Barbara Quinn, Robert Cooke, and Andrew Kris UNT System Shared Services Update

  7. UNT System Shared Services Framework UNT System Shared Services Update

  8. Two Interdependent Positions • Associate Vice Chancellor and Chief Information Officer • Develop a System-wide IT Governance process • Develop and implement short and long term plans to leverage technology • Improve service quality • Reduce costs • Associate Vice Chancellor for Business Services • Start-up the Business Service Center • Deliver transaction based services to the campuses • Improve service quality • Reduce costs UNT System Shared Services Update

  9. How did we get here? • March 2008 • UNT System Board authorized study of shared services • November 2009 • Alvarez & Marsal provided initial recommendations • UNT System Board authorized HR and IT implementations • January 2010 • UNT System Shared Services Council (SSC) met for the first time • June 2010 • Development of Shared Services Framework began (Accenture) • August 2010 • Board authorized evaluation beyond HR and IT • Campus leaders notified of the role and scope of the new System CIO position • September 2010 • Accenture study completed • Business Service Center (BSC) recommended by Accenture • Shared Services expanded to include purchasing, payments and payroll • November 2010 • BSC Project Implementation Team formed • December 2010 • The Implementation Team began collecting service and effort data from departments • January 2011 • The Implementation Team submitted service recommendations to the SSC • Campus leaders notified of role and scope of new AVC for Business Services • February 2011 • The SSC and Chancellor approved BSC initial services • Lean Six Sigma training began • March 2011 • BSC roster compiled from existing campus positions • SSC approved soft launch for June 1, 2011 • April 2011 • AVC/System CIO started • IT leadership began developing new service delivery model • BSC roster finalized -136 campus employees notified • May 2011 • Welcome Meetings for BSC employees conducted • Transition Workshops for BSC employees conducted • June 2011 • Soft launch of BSC operations June 1, 2011 • AVC for Business Services started • BSC organizational development began • FY 12 BSC budget presented to stakeholders • Proposed shared IT Organization Structure introduced • IT Service Delivery Framework introduced • July/August 2011 • BSC employee onboarding sessions conducted • BSC budget finalized • Continuous improvement projects initiated • September 2011 • IT governance design finalized • Performance scorecards were developed for BSC and IT • BSC goes live • IT conducts soft launch for shared services • October 2011 • BSC Operations Committee formed UNT System Shared Services Update

  10. CUSTOMER PERSPECTIVE FINANCIAL PERSPECTIVE CUSTOMER PERSPECTIVE FINANCIAL PERSPECTIVE Deliver Exceptional Customer Service Deliver Exceptional Customer Service Improve Cost Effectiveness Improve Cost Effectiveness BSC Strategy Map IT Strategy Map Consolidate Services &Facilities Leverage Shared Licensing Leverage Current Technology Leverage Information Technology Leverage Our Size Continually Improve Key Processes Continually Improve Key Processes INTERNAL PROCESSES INTERNAL PROCESSES Improve Employee Skills LEARNING AND GROWTH LEARNING AND GROWTH Maintain a Motivated Workforce Improve Employee Skills Maintain a Motivated Workforce UNT System Shared Services Update

  11. UNT System Business Service Center (BSC) UNT System Shared Services Update

  12. BSC – Services UNT System Shared Services Update

  13. BSC – Employees UNT System Shared Services Update

  14. BSC FY 2012 Operating Budget UNT System Shared Services Update

  15. BSC Scorecard UNT System Shared Services Update

  16. BSC Operating Budget and 5 Year Pro Forma UNT System Shared Services Update

  17. UNT SystemInformation Technology Shared Services (ITSS) UNT System Shared Services Update

  18. ITSS Major Initiatives 2011-2012 MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR Organization Organizational Splits Towers Watson Marketing, Communications, Change Management & Training FY 2012 Budget & Allocations Activity Based Costing Analysis Update Allocation Methods Governance Structures Ongoing Management of Governance Maintain & Update Services Catalog Services Catalog Customer Service Metrics Ongoing Measurement & Reporting Internal Baseline Metrics & First SLA Additional SLAs Updated Strategic IT Plan Process Design and Implementation (ongoing) Measures (ongoing) Continuous Improvement (ongoing) UNT System Shared Services Update

  19. IT Services – Organizational Chart (before ITSS)

  20. IT Services – Functional Chart Centralized Campus Specific

  21. ITSS Catalog Example Business Facing Services Internal Services UNT System Shared Services Update

  22. IT Scorecard UNT System Shared Services Update

  23. ITSS Budget • Under development UNT System Shared Services Update

  24. UNT System Shared ServicesCampus Perspectives Benefits, Challenges, Disruptions, Expectations Jean Bush, University of North Texas Michael Mueller, UNT Health Science Center Wayne Usry, UNT at Dallas UNT System Shared Services Update

  25. Questions? UNT System Shared Services Update

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