Like lost souls floating down the river Styx, the email requests and questions for systems access just keep coming. Do the requestors want their staff to be able to update or only inquire? Do they want access for both Exception Time Reporting and Positive Time Reporting? Is there a different New Hire Coordinator? What about the person who just left the department? Have they been removed? Help!
Setting up access for systems can be very scary! While most departments only have one system, in the Payroll Office there are four systems and enough different system actions to make you break into a mad run, screaming wildly. Thankfully, there is an oasis amidst all this terror, a safe house in an uncertain world… there is ASTRA!
ASTRA (Access to Systems, Tools, Resources and Applications) is the authorization system for almost all UW applications and systems. The Payroll Office is now using ASTRA to grant access to all online payroll applications. While the system is very user friendly, the volume of changes for all of campus is very scary at times. To alleviate the fear this generated in Payroll, the Client Services Team in the Payroll Office planned a rollout of ASTRA authorization at the department level. As there is safety in numbers, Payroll teamed up with Heidi Berrysmith from the ASTRA team and Marisa Graudins and Jean Swarm from Human Resources to train on the authorization process for the payroll applications along with the Online Work/Leave System (OWLS).
In the spirit of getting the hardest part of out of the way first, Payroll chose to begin with the medical centers. With their complicated system of centralized and decentralized departments and the workload split between their HR and Payroll Offices, the discussions with these units were quite detailed. When the sessions were successfully completed, the Client Services Team began to relax a bit. The shrouds of darkness were beginning to fade!
With only about 378 more departments to train, the light at the end of the tunnel was drawing nearer. So, on and on they worked. They scheduled two levels of trainings, one for those with ASTRA experience and an extended one with a complete introduction to ASTRA. As departments completed these sessions, the Payroll Office granted them authority to create Users in their departments and slowly, the number of authorizations held by the Client Services Team began to diminish.
It’s now safe to visit the Payroll Office once again. The trainings continue, the departments take ownership of their own authorizations, and Client Services Staff is free from the fear of their emails.
Sometimes it’s good to be a non-conformist. Wearing clothes that are a little different, listening to music that others don’t and thinking outside of the box. All of these are the attributes of a non-conformist. But think about it, would you want your accountant to be a non-conformist? Would you want your financial statements to be free-spirited? Probably not. A key word in accounting is “comparability”, which means that financial statements need to be similar to each other, so that an investor or interested party can see how one company (or university) is doing compared to another. Conformity is a reassuring word in the accounting profession.
For many years, the UW has produced financial statements that are in accordance with generally accepted accounting principles (GAAP) and the reporting requirements from the Governmental Accounting Standards Board (GASB). Doing this allows UW’s financial statements to be compared to other schools and can provide reliable financial information to granting agencies, legislators, and donors.
For many years, self-supporting entities like the UW Medical Center, Husky Sports, Housing and Food Services, and Transportation Services have been non-conformists. In the case of the Medical Center, this is ok, since the financial statements that they prepare are used for comparison with other academic medical centers. But for the other self-supporting units, this non-conformity was a by-product of covenants made to bond holders to produce audited reports. This variance in the type and amount of reporting that each unit did made it difficult to understand how they were actually doing financially.
This is where the newly created Internal Lending Program comes in (see the New Directions Winter Spring 2008 issue article called “Internal Lending Program Launches” for details on the ILP). Under this program, all borrowers will need to provide the same level of reporting in order to access capital for construction projects. To facilitate this process, the Debt Financing Group in the Treasury Office has been working with borrowing units and their auditors to be sure that beginning in fiscal year 2009 (the period ending June 30th, 2009), all self supporting units will have the same reporting format as the UW as a whole.
Deciding to do this and actually accomplishing it are two different things. There is still much work to be done between now and June of 2009 to assure that a smooth transition is made to the common format. There are system, accounting, and even legal issues to be resolved. In the end, though, the goal will have been achieved when a person who understands the UW’s financial statements can also understand the self supporting unit financial statements. When all of these non-conformists finally conform, the accountant in all of us can sleep a little sounder at night… even though there may be ghouls lurking around outside.
Procurement Services customers long bedeviled by the fiends of confusion, take heart! Your respite from the waking nightmare of indecision is at hand. What could be simpler? At the click of a mouse, order out of chaos! “Too good to be true!” you say? Try it for yourself. We have thrown the switch on the new Procurement Guide to Goods and Services and – it’s alive!! The fetid corpse that was the old purchasing commodity list has arisen from the dead in a glorious new form.
Authored by the forebodingly named Seamless PIT, it began as a mere specter in an isolated booth at Biz-Tech. Customers from across campus caught a fleeting glimpse of what could be. It took the form of a model matrix that simply and succinctly showed them what procurement method was best for different kinds of purchases. And oh! The hue and cry; “Give us more!” the weary and distraught voices wailed. And, taking pity on the wretches, we listened. Then, to work!
With help from across all the units in Procurement Services, Elise Davis, Carla Helm, and Mark Conley performed the operation. Then we called upon Kevin Campbell, techno-wizard, to give it its final form. We infused the spirit of the matrix into the lifeless form of the commodity list and gave it life on the web. No tangled web this, but one of clarity! Now, our customers can easily reference what they need to buy and the Guide tells them what method to use; the Procurement card, eProcurement, PAS, or other purchasing methods. Witchcraft?! Strategic “Sorcery”?! Well, we’re not saying… but we sent out the link to the Guide to over 6000 customers and the response has been overwhelmingly positive, and that “spells” success to us.
There’s nothing scarier than a bleak future caused by wasted resources and global warming. A solution is within our reach, and it’s neither frightening nor difficult: following the path of sustainability!
As we all know, the University of Washington is actively involved in creating a sustainable campus. Recently, the UW received an A- grade in College Sustainability Report Card. (http://uwnews.org/article.asp?articleID=43903 ). Our university is one of only 11 schools across the country to receive these high honors. Building on the long time tradition of UW innovation, as well as sustainability and environmental awareness, the Environmental Stewards team was created, which encompasses FM, Treasury and OSM (http://www.washington.edu/admin/finmgmt/qi/directions/jul08/innovations.htm ). This team was highlighted in the national publication “Cross Talk” in the article “Going Green”:
http://www.highereducation.org/crosstalk/ct0408/news0408-washington.shtml
Using the Environmental Stewards very fine example, Student Fiscal Services (SFS) took the initiative to create their own team – forging a path for other departments to emulate and follow.
The newly created Sustainability Team’s mission is to increase office efficiency by streamlining processes and reducing waste. That’s every office’s dream, isn’t it? Streamlined processes…..minimal waste…….ahhhh, how beautiful that would be. SFS is lucky enough to have management supportive for making that a reality. When offered the opportunity, five individuals volunteered to be part of this team and lead their office to greatness! The team members are Mark Brady, Shannon Corcoran, Joanna Medina, Susan White (leader) and Ashley Zigler.
The team’s effort has been focused on collecting data about the office’s current situation. It was important to establish a starting point in order to be able to track progress over time. Data was gathered on purchases, expenses, transportation, and printing volume. It turns out that SFS is already very environmentally friendly when it comes to commuting. While no one rides their bike, only three people drive solo to work every day. Almost 60% of the office uses transit (bus/train/ferry) at least some of the time as a means to get to work. Now, if the team could just track down those three solo drivers……. We have also outfitted each desk with both a recycle bin and a confidential shred bin. Soon, UW Recycling will be coming to install recycle bins in our conference rooms and our kitchens.
The immediate goal for the office is to reduce the amount of paper being consumed. There are a lot of interesting facts out there about paper consumption. Here are some interesting facts from the Resource Conservation Alliance: The average office worker generates 27 lbs of paper a year, the U.S. consumes 4 million tons of copy paper annually, more than 40% of logged trees are used for paper, and old growth trees are 9% of that supply. These are some of the reasons that motivated the team to produce printing guidelines for the office. The guidelines include tips such as: use spell/grammar check, utilize print preview, print double sided and black & white, increase margins, decrease font size, email or scan documents when possible, and hold paperless meetings.
The team is off to a great start with lots of energy and great ideas. Keep an ear open as you are sure to hear great things about this team!
Relationships. Commitment. SCARY!! It’s no wonder some people shy away from commitments and relationships out of fear; there’s fear of being hemmed in, fear of accountability and fear of not meeting the other’s expectations. In our personal lives, this can mean staying perennially single and in our work lives this can mean missed opportunities to connect with customers, provide clients with exceptional service and grow our businesses.
Not long ago, REO was less strategic in its approach to managing customer service. We tended to think of our portfolio of leased space geographically and by building rather than by client and assigned projects accordingly. In other words, an Asset Manager would be assigned to a building and if a client happened to end up in that Asset Manager’s building, a relationship would form for that particular deal. When, however, a year or two later the same client needed more space, they may not work with the same Asset Manager if the space they needed wasn’t in the Asset Manager’s portfolio of buildings. From a customer service perspective this could be confusing, frustrating and downright spooky.
After receiving some “constructive feedback” from customers, REO decided to take a different approach. We identified key customers and clients, and matched Asset Managers to these people rather than the buildings they occupied. In most instances the seeds of the relationship had already been sewn - it just needed a declaration to make it official. This wasn’t a scary shotgun marriage but a true partnership fostered by “The Relationship Manager”.
Now key clients such as the School of Medicine and Harborview have one-stop shopping for all of their real estate needs. There’s no guess work, no wondering “who do I call about renewing the lease?” or “who can help me with tenant improvements?” or – in the spirit of the season and this issue’s theme – “I believe the U-District Building is haunted - who can I call about an exorcism?” Believe it or not, nothing would surprise us!
The Relationship Manager may not know the answer straight away but he or she will do the leg-work for the client – gathering information from REO staff or other process partners at the University in order to provide the answer or point the client in the right direction in a seamless fashion. The Relationship Manager sweeps away the cobwebs and clears the path for customers so they get what they want without having to go down those creepy dark hallways of the University bureaucracy alone. This new approach fosters clearer lines of communication, transparency, and accountability and enables REO to meet our clients’ expectations and deliver the service they need.
So, who ya gonna call? Instead of Ghost Busters, our clients know to call their Relationship Manager when trouble or opportunity brews.
Last Spring Finance & Facilities Strategy Management Team (STEAM) met to discuss strategic objectives for F2. During their retreat STEAM members developed a mission for Finance & Facilities: "We help people who change the world." This is a pretty lofty goal, but if you think about it, it makes a lot of sense. While you're reading this sentence there is undoubtedly a researcher working in a lab somewhere on campus who will directly or indirectly develop a cure for HIV, end world hunger or solve global warming. So how does F2 contribute to this world-changing research?
Remember that this researcher is our customer. Her lab is in a building that was financed with debt managed by the Treasury Office, built with the assistance of project managers from Capitol Projects and maintained by the staff of Facilities Services. The lab is stocked with equipment acquired through Purchasing, via a procurement system developed with process improvement training from Strategy Management with funds distributed by Grant and Contract Accounting. From the largest building to the smallest pipette, there probably isn't a single person in our organization who doesn't make a contribution to this researcher's efforts. Knowing that we're a part of something so vital makes getting up and going to work on a cold November morning a bit more tolerable.
Much of the interaction that occurs between F2 employees and our customers takes place via the world wide web. Our websites are often the first point of contact with our customers. So it is imperative that our websites make a good first impression and, as our strategy map directs, provide clear, timely, accurate, consistent communications from knowledgeable staff. To that end Strategy Management is sponsoring a division-wide initiative to improve the effectiveness of our websites. We've assembled a team of web developers from across F2 to create a common look and feel, and develop standards for content, navigation, usability and accessibility.
Clear & Consistent:
In our efforts to provide clarity and consistency, our web team is adopting a standard template for all F2 sites. We will be leveraging the existing president's template as a basis for our visual design. We're also working with UW Marketing to incorporate the new UW "word mark" or logo into our design templates. And as UW Marketing introduces new web templates as part of the University's Recognition Building Initiative, we will adjust our templates to embrace the emerging UW standards.
Just as a consistent design template will give our sites a common look, developing standards for web content and navigation will give our sites a common feel. The benefit to our customers is that they won't have to learn a new way to navigate as they move between our various departmental sites. The clarity and consistency created by developing standards for design, content and navigation will dramatically improve usability and our customer satisfaction.
Timely & Accurate:
One of the biggest impediments to keeping our websites current is that specialized knowledge is required to perform site updates. In our existing system, subject matter experts must explain site revisions to a web content developer who converts the stories and pictures into HTML and graphic files. The web developer then uploads these files to a development server and then "pushes" the files into production using an arcane sequence of UNIX shell commands.
Our proposed solution will use a Content Management System (CMS) to simplify the update process so that subject matter expert can update the site directly via their web browser, much as many of us currently update our departmental wiki. The CMS we have selected is Drupal (DROO-pull) which is German for "drop." In addition to simplifying content updates, Drupal has built-in template management and navigation tools to help us implement our design and navigation standards.
Knowledgeable Staff:
The F2 web team will break out into working groups to establish standards for content, navigation, coding, usability, accessibility and web and search metrics. These teams will also assist in the development of training of the larger F2 web team in these specific topics areas. Once standards and training are established, these topic teams will make themselves available for peer review of F2 websites in these specific topic areas.
These peer review teams will also help drive our measures which will in turn drive our continued improvement. For example, our search metrics teams will analyze our search logs to see which words our customers are searching for most. Our team can then recommend changes to site content and navigation and monitor how this affects our customers search results and browsing habits over time.
By developing and implementing standards for look and feel, leveraging new technologies to create more timely and accurate content and training our employees in the use of new standards and technologies we can help our customers find the information they need to get their jobs done and in doing so help them change the world.
The F2 Web Team:
Ruth Johnston (Sponsor), Strategy Management
David Wright (FM Initiative Owner), Procurement Services;
Kathy Hoggan (FM Initiative Owner), Creative Communications
Al Larsen, Grant and Contract Accounting
Alma Prepotente, Travel Office
Andrea Watts, Records Management
Angie Kritenbrink, Risk Management
Anne Barry, Purchasing
Ann Guss, Grant and Contract Accounting
Charles Bennett, Decision Support Center
Dan Druliner, Strategy Management
Donna Andreason, Financial Services
Dustin Brewer, Maintenance & Alterations (Facilities)
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Ginny Montgomery, Payroll Office
Gordy French, Property & Transport Services
Jan Arntz-Richards, Capital Projects Office
Joe Nalley, Management Accounting & Analysis
Kathleen Yumang, Capital Projects Office
Katrina Day, Risk Management
Kevin Campbell, eCommerce
Mary Hoverson, Real Estate Office
Michael Fero, Financial Management Administration
Nigel Heinsius, Creative Communications
Paige Hamlin, Student Fiscal Services
Pramilla Chand, Financial Services
Sarah Moore, Financial Accounting
Shelley Tennant, Strategy Management |
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