HR Service Request System (SRS)

1. HR Service Request System (SRS) Academic Senate COR April 21, 2014

2. Agenda • Introduction/roles • Current business needs addressed • Data points • Goals & Priorities • System roles/responsibilities

3. 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

4. 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

5. 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

6. 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.

7. SRS Department Roles