Human Resources Workstream

Innovative Support Services (iS2)

Human Resources Workstream

TOWN HALL October 20, 2009

Overview of Presentation

– iS2 Timeline/Purpose

– Structure/ Outcomes– Upcoming HR Initiatives (Listed by iS2 Activities)

– Questions

Human Resources Workstream

Why is the university doing this review?

• To improve the delivery of support services across campus• To maximize efficiencies and to help improve the financial sustainability of our organization

• Critical process issues need to be solved• Ensure compliance with the Auditor General’s recommendations • Moving forward without making significant improvements to the university’s support services is not an option

Human Resources Workstream

iS2 Timeline – Where are we?

• PHASE 1

• Assessment(6 weeks)

March 16- April 24, 2009

• PHASE 2

• Planning & Development(22 weeks)

June 1- October 31, 2009 • PHASE 3

• Implementation(8 months)

November 1, 2009- June 30,

2010

Human Resources Workstream

Human Resources Workstream

Phase 3 - iS2 Project Organization - DRAFT

Board of Governors

PVP

ExecutiveSponsor(s)

Program Management

Team

IT Functional Team

HR Functional Teams

Finance Functional Team

Supply Management

Functional Team

Business Administrative

Systems Project Team

Deans’ Council

Program Steering

Committee

Operating Model Project

Team

Facilities Management & Development

Human Resources iS2 Workstream• Workstream sponsor - Kevin McQuillan, Dean, Faculty of Social Sciences• Workstream lead - Trika Macdonald, Director, Staff Relations and Consulting Services

Outcomes:• Improvements to overall HR services, increased efficiency• Streamlined and standardized HR processes between central HR and de-centralized HR units within faculties/departments through the development of a Shared Serviced Operating Model • Reduce liability through the establishment of policies and procedures, and improvement to internal controls• Clarified roles, responsibilities and accountabilities

Human Resources Workstream

Activities in the HR iS2 Workstream

Activity #1 – Customer Needs Assessment Activity #2 – Operating Model Redesign Activity #3 – Identify and Redesign High Priority

Processes Activity #4 – Determine PeopleSoft Functionality in HR Activity #5 – Review and Coordination of Policies in HR Activity #6 – Implement Operating Model, Processes,

and PeopleSoft changes

Human Resources Workstream

Activity #1 Customer Needs AssessmentAccomplishments:1. Customer Needs Assessment Workshop2. HR Service Delivery Catalogue

Benefits: • Clearly defined service standards to be provided by central HR• Understanding of what services are important to clients, enabling effective planning and utilization of resources

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Activity #1 - Service Delivery Catalogue

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Specification Sheet – Job Hire, Change, Transfer, Termination

Service Name Job Hire, Change, Transfer and Termination

Description Development & communication of the recruiting strategy, & provision of recruitment services to the University of Calgary campus community for AUPE, MaPS, Fixed Term, casual, hourly, FT Academic, Sessional, Post Doctoral Fellowships, Scholarships & Bursaries, Senior Admin. Group

How To Access Job Hire, Change, Transfer and Termination Services

Phone: Ext. 3111 Email: hrhelpdesk@ucalgary.ca/job hire hrhelpdesk@ucalgary.ca/job job change hrhelpdesk@ucalgary.ca/job transfer hr helpdesk@ucalgary.ca/job termination Online: www.ucalgary@hrhelpdesk.ca/job hire (or job job change or job transfer or job termination) Location: A168, Administration building

Customer and User Responsibilities

Post requisitions received within 24 hours Review/approve job transfer forms and complete data entry within 24 hours Review/approve job job change forms and complete data entry within 24 hours Initial candidate screening & move to ‘Sent to Manager’ folder within 24 hours of posting close date Vet offer letter and return to HR Manager within 24 hours of receiving Follow up on outstanding offer letters within 24 hours of deadline for applicant to respond Validate employee data input to PS within 24 hours (Workforce Administration) Hiring Manager training provided quarterly New Staff Orientation sessions offered monthly New Faculty Orientation offered annually

Hours to access Job Hire, Change, Transfer and Termination Services

Mon to Fri., 8:30 am to 4:30 pm

After Hours N/A

Specifications Owner Director, Employment Services

Revision Cycle Reviewed annually

Revision Date November 1, 2009

Revision Author Director, Employment Services

Activity #2 Operating Model Redesign

Accomplishments:1.Shared Services HR Operating Model Redesign2. Key Performance Indicators (KPIs) confirmed3.Service Level Agreements (SLAs) completed

Benefits:• Improved customer service, accountabilities, tools and templates to support managers and HR professionals across campus• Standardized processes and consistent application of Human Resources services, policies and procedures• Established metrics to ensure continuous service improvement•Service Level Agreements that outline our commitments to each other with respect to the service levels that will be providedHuman Resources Workstream

What does Shared Services mean to us?• A Shared Service HR Team will exist on campus to provide

a high level of service to our client groups

• Faculties and Departments will be supported by Service Units from within the Shared Services HR Team

• The objective of the Shared Service Team will be to improve services and reduce cost through economies of scale, eliminate redundant activities and deliver high quality services to all departments and faculties

• The Shared Service Team for HR will include HR professionals at the Faculty/Department level as well as HR professionals that are currently located centrally

Human Resources Workstream

HR Shared Service Operating Model

Human Resources Workstream

Organizational Development & Learning

Compensation, Rewards & Recognition

Job related trainingLeadership DevelopmentSuccession PlanningCareer Planning/ DevelopmentPerformance ManagementTechnical (on-line) learning

Labour Relations (Step II)Conflict ResolutionEmployee Code of ConductTerminationsGovernment RegulationsHealth and SafetyEAPDisability ManagementStaff Wellness

Support Unit Labour Relations Employment Services

Acad. & Support Staff Recruitment & SelectionOnboarding activitiesRetention ActivitiesRe-location ActivitiesEmployment EquityCareer FairsImmigration–Support Staff

Faculty/Dept-specific Strategy

Payroll and HRIS

SME/Expertise – Central HR People Strategy, Policies and Procedures, Processes, Tools and Templates, Training

Relationship Management

Metrics, controls, KPIs, SLAs, SDC, HelpDesk,

Workforce Admin

Job Design, Evaluation. & PlacementGeneric Job Profile development & maintenanceCompensation AnalysisBenefits & PensionsVendor Relationship ManagementHR Admin/Records

HRISReporting (KPIs)System AuditPeopleSoftPayrollFinancial AnalysisArchitecture

Workforce AdminRecruitment (all positions)Employee VerificationHR General Support to Fac/DeptLabour Relations (including Step 1 grievances)Job Profiles

Activity #3 Identify and Redesign High Priority Processes

• TIMEKEEPING• RECRUITMENT• CLIENT SERVICES ( HELP DESK)• BENEFITS & PENSION

Human Resources Workstream

Activity #3 Identify and Redesign High Priority Processes - TIMEKEEPING

Accomplishments:1. Standardized electronic timesheets with digital signatures2. Increased clarity in timekeeping forms3. Timekeeping Standard Operating Procedures and Guidelines

established

Benefits:• Timesheets specific to employee group will only display relevant codes which have been clarified/defined• Electronic processing of timesheets now an option for faculties/departments• New timesheets mirror what self service will look like in PeopleSoft which will result in less errors/ease of entering data

Human Resources Workstream

Activity #3 Identify and Redesign High Priority Processes - TIMEKEEPING

Human Resources Workstream

New Timekeeping Process

Employee completes appropriate timesheet

and sends to approver

electronically or by “hand”

Timesheet is

reviewed, approved,

and sent to timekeeper

Timekeeper enters all hours and approves all time in PeopleSoft

Timekeeper runs the

Timekeeping Audit Report and reviews all entries against

timesheets

Timekeeping Audit Report is reviewed

by one other delegated person for

verification of all time entry

Human Resources Workstream

Activity #3 Identify and Redesign High Priority Processes - RECRUITMENT

Human Resources Workstream

Accomplishments:1.Standardized hiring, job change and termination process

(employee master file)2.New improved forms (hire, change, termination) 3.Standardized approvals process consistent with other

stakeholder groups

Benefits:• Required forms streamlined and easier to use• Reduction in number of days for end-to-end change process

and number of steps in hire process• Fewer individuals inputting into employee master data files

(66 per cent reduction), standardized training required in advance of system access, resulting in more accurate data

Activity #3 Identify and Redesign High Priority Processes - CLIENT SERVICES ( HELP DESK)Accomplishments:

1. Expanded scope and refined functionality of help desk services• Increased support of functional HR groups• Redefined service level expectations of Tier 1 and Tier 2 support• Redesigned incident management processes

2. Established metrics to measure the level of Help Desk service

3. Clearly defined HR contacts• Eliminating multiple ports of entry for HR Service inquiries. Reducing

duplication of effort when multiple ports exist• Directing all inquiries through the help desk, improving reporting and

communication

Human Resources Workstream

Activity #3 Identify and Redesign High Priority Processes - CLIENT SERVICES ( HELP DESK)Benefits:• Improved resolution at first call and overall satisfaction with HR

incident management process• Help desk support and functionality clarified and communicated• Consistent messaging related to HR services from a single source

Implementation Plan:• Go live of redesigned help desk – December 1• Training of Tier 1 & 2 increased functionality – Sept 15 and

ongoing• Streamlining resolution process reducing number of walk ups in

main HR Sept 15 – December 31

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Activity #3 Identify and Redesign High Priority Processes – Client Services (Help Desk)

Human Resources Workstream

Activity #3 Identify and Redesign High Priority Processes - Client Services (Help Desk)

Human Resources Workstream

Activity #3 Identify and Redesign High Priority Processes - BENEFITS & PENSIONAccomplishments:1. Streamlined process for changes and enrolment2. Improved online resources

Benefits:• More information available to clients online with

increased clarity• Staff are able to access forms required for Life Event

changes• New staff are enrolled online, at their own

convenience

• Positioned for future implementation of Benefits Administration and employee self service in PeopleSoftHuman Resources Workstream

Activity #3 Identify and Redesign High Priority Processes - BENEFITS & PENSIONBenefits and Pension

Welcome to the University of Calgary. Our comprehensive benefits and pension program is designed to promote a productive level of health and well-being to staff members through coverage for - retirement income planning, health, dental, life insurance, and income protection for disability. We hope you find these programs beneficial in meeting your needs.

The provision of benefit plans is subject to negotiations between the Governors of the University of Calgary and the Alberta Union of Provincial Employees as outlined in the Collective Agreement for Support Staff employees.

Benefits at a GlanceYour appointment status will determine whether you are eligible for benefits and pension coverage and what benefits you are eligible for. To learn about your benefits and pension, please click on Benefits at a Glance.

New Staff Benefits & Pension EnrollmentClick on New Staff Benefits & Pension Enrollment to access your Benefits Enrollment package.

It is important to review the benefits and pension information that applies to your appointment type prior to completion of your enrollment package (click on Benefits at a Glance).

Life EventsProvides information and forms to address life events including marriage/domestic partnership, addition/deletion of dependents, separation/divorce, approaching age 65, retirement and termination (click on Life Events).

Appointment Change – Enroll in New Benefits Plan

Change in appointment type resulting in change in benefits and pension eligibility; contact the Benefits Team (403)220-5932.

Human Resources Workstream

Activity #3 Identify and Redesign High Priority Processes - BENEFITS & PENSIONNew Staff Benefits & Pension Enrollment

Welcome to the University of Calgary’s self-serve Benefits Enrollment. Please ensure that you have reviewed the Benefits information that applies to your appointment type prior to completion of your benefits enrollment package.

Please use this checklist as your guide to ensure all the applicable forms are completed. Once you have completed your package please forward as soon as possible to Human Resources, Room 202 Administration Building.

Benefit Enrollment Form Public Service Pension Plan

– Upon enrollment in the plan, Alberta Pensions Services will provide directly to you a new member package which contains applicable forms for your completion.

– Service with a previous Canadian employer may be eligible to be established as pensionable service in PSPP. Visit the PSPP website http://www.pspp.ca/pln-recip-trans.htm or contact University Pensions at (403) 220-5461 for more information.

– Mandatory participation for Regular/Sessional Full time, Limited Term and Temporary Relief appointments 1 year or greater. – Optional participation for Regular Part time staff working less then 30 hours per week. Staff must select either the ELECTION or

WAIVE OPTION.

Flexible Spending Account Allocation – See FSA CHART for eligible credit amount

Your Banking Information

All enrollment forms must be completed and returned to Human Resources within 31 days of your hire date. Failure to return your enrollment forms within the specified timeframe will result in Health and Dental coverage defaulting to single and Flexible Spending Account credits defaulting to the Health Spending Account.

Note: Addition of family members will be on a go forward basis only. Once Flexible Spending Account credits have defaulted to the Health Spending Account this selection is irrevocable. All forms will be reviewed by a Benefits Advisor and where necessary amended based on plan eligibility rules.

Human Resources Workstream

Activity #4 Determine PeopleSoft Functionality in HR

Accomplishments:1. Analysis of PeopleSoft functionality completed

2. Interim processes developed to align with future ‘To Be’ process (PeopleSoft functionality)

Benefits:• Integrated approach to systems management and improvement for all of campus•Interim processes will ease the transition to employee self service

Human Resources Workstream

Activity #4 Determine PeopleSoft Functionality in HR

• Currently setting priorities for Peoplesoft Transformation Project with Finance, IT, Facilities and Spend Management

• Timeline for project up to 24 months

• HR Priorities include data clean up, foundational pieces such as Position Management and reduction of manual processes like the AUPE salary increases as well as a move toward self service in many areas

Human Resources Workstream

Activity #5 Review and Coordination of Policies in HRAccomplishments:1. Three new policies developed - Vacation, Overtime and Flex-time2. Standard Operating Procedures for high priority processes implemented (ex. Timekeeping, Recruiting, Benefits & Pension)

Benefits: • Supports work/life balance for all employees• Standardization of application and utilization of vacation, overtime and flex-time across campus• New policies/ implementation plan estimated to reduce vacation /CTO liability balances by $2.1 M by Dec 31, 2010Human Resources Workstream

Activity #5 Example - Flex Policy

• One consistent policy for all of campus

• Departments/faculties will decide if they want to offer flexible work schedules; schedules must be operationally viable and mutually agreeable

• Applies to full-time AUPE Regular, Limited Term, Fixed Term or Sessional employees who have successfully completed probationary periods

• Schedules must be formalized and signed off

Human Resources Workstream

Thank you for your hard work and dedication.

Human Resources Workstream

Human Resources Workstream

Questions/Comments?

Visit: ucalgary.ca/is2project