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Frequently Asked Questions

STRUCTURE / STAFFING

Is the concept of the “HRS Service Center” going away? (8/13/19)

Yes and no. The HRS Service Center has become a unit of UW-Shared Services and will phase out the “HRS Service Center” label over the next several months. The work that the Service Center performs will continue in the future UW-Shared Services organization. As the Service Operations Team is created, its processes and resources will be leveraged to support other UW-Shared Services areas, including Business Services and Information Technology. We are actively working on more details related to the UW-Shared Services organization structure. More information will follow soon.

Where is the ERP in the cloud project? Is it going to be SAS (Software as Service) or just the infrastructure in the cloud? (8/13/19)

We are in the pre-planning phase to help inform a more formal project to transition to a new ERP in the cloud.  The project is for a new application to replace SFS and HRS (not just infrastructure).  We expect pre-planning to be completed later this summer with an RFP for a tool and implementation partner issued in the fall. The effort is far more a business process transformation effort than an IT project.  Just like UW-Shared Services, the project is aimed at process standardization and efficiencies – changing culture.

What level of involvement will the Service Center have in the Decide/Planning phase of the cloud ERP and what is the timeline? (8/13/19)

UW-Shared Services will be involved with the planning, design and implementation of the new business processes and new ERP. We expect our involvement to ramp up over the coming months.

What is the PMO involvement in the cloud project? (8/13/19)

The ERP in the cloud project will be massive and will involve individuals from every UW institution, UW System Administration, and UW-Shared Services. Exactly how our PMO will be involved is yet to be determined, however the focus of our PMO will continue to be inward facing. The UW-Shared Services PMO’s top priority will continue to be projects that support service development and prioritized operational improvements.

As we bring in services from the institutions, will we also be bringing in some of the resources to help with those said services? (8/13/19)

It is quite possible, yes. Some of our services will inevitably consolidate activity that is currently decentralized to the institutions. Depending upon the service and its approved participation/funding models, staff and funding resources could be reallocated to UW-Shared Services.

Since there are so many projects and the PMO (Project Management Office) is expanding, how will the resources be handled to provide the functional and technical expertise for successful implementation without overtaxing the resources (people) who are already working at or beyond capacity? (8/13/19)

This is a very real concern and one that we will need to watch carefully. Where we can utilize expertise from institutions, we will do so. Where we need to rely on expertise within UW-Shared Services, we will be careful to manage the everyday workload of those individuals also participating in projects.

Will there be an increase in operational support? The PMO presence and an increase in projects and services were mentioned. (8/13/19)

Where we need to, yes. We will need additional capacity to support services and projects. Some of that capacity can be generated through process and technology improvement. Some can be liberated through reassignment. Some staff positions will need to be added.

How will UW-Shared Services operate if member institutions are not included? (8/13/19)

UW-Shared Services will offer services to all UW System institutions on either a mandatory or optional basis. Staffing levels will be determined based on the number of institutions participating in any given service. Institutional participation in HRS and SFS will continue to be mandatory.

Will subscribers eventually become members or just keep that status? (8/13/19)

The subscriber vs. member labels were simply used to describe that the primary audience for new services is the comprehensive universities. The subscriber vs. member labels will not be a barrier, however, in cases where great benefit can be attained by the inclusion of UW-Madison and UW-Milwaukee. Where appropriate, we will recommend inclusion of UW-Madison and UW-Milwaukee. Otherwise, our primary focus is on solutions that can be uniformly applied to the comprehensive institutions, UW System Administration, and UW-Shared Services itself.

How are changing workloads to be anticipated for non-mandatory, as-needed services? (8/13/19)

Any service developed by UW-Shared Services will include a staffing model that anticipates the number of participating institutions and the volume of work. It will be flexible for scaling.

How are departments going to grow and change? (8/13/19)

Departments and teams in UW-Shared Services will grow and change as necessary to meet customer needs for the development and provision of services. Employees will be trained and aligned to be able to provide the highest level of customer service. Our structure will continue to evolve.

Will there be closer coordination and collaboration between the various teams within UW-Shared Services? (8/13/19)

Yes, the nature of our service model will require closer coordination and collaboration throughout UW-Shared Services. As we develop the organization, we will look to align with the CORE principles and eliminate duplication within our organization. This could result in some cross-migration of staff, as we have already seen with the consolidation of the PMO.

When will a detailed Org Chart be shared, including names and positions? (8/13/19)

As soon as possible and with a goal of September, 2019.

Will there be an emphasis on employees? Happy employees are better at providing excellent customer service. This includes training and good management of employees. (8/13/19)

Yes, employee success will be an integral part of a successful UW-Shared Services. Professional development resources and opportunities will be made available to all UW-Shared Services employees.

As employees, what is our role in the grand scheme of things to come? (8/13/19)

All UW-Shared Services employees will play a role in the development, design and/or deployment of services. The exact role may change with each service, but the value of each employee’s contribution will directly contribute to UWSS meeting its mission and vision.

Will there be regular meetings for UW-Shared Services? (8/13/19)

Yes. We are discussing the possibility of quarterly group meetings. The agenda for each meeting will include an update by the Executive Director and also an aspect of professional development. More information will be forthcoming.

Does UW-Shared Services have any input in the new Title and Total Compensation project? (8/13/19)

Yes, UW-Shared Services has been and will continue to participate as an organization in the Title and Total Compensation project.

Will UW-Shared Services establish shared governance organizations separate from the UWSA University Staff Council and the Academic Staff Committee that currently exist? (8/13/19)

Not in the foreseeable future. The current legal opinion is that there may only be one set of governance groups within the “central administrative” space in the UW System. Now, UW System Administration and UW-Shared Services share that space and will share common governance bodies. Governance policy changes will be recommended to reflect both UW-Shared Services structure and its separate standing as a UW System organization.

Why isn’t UW System Administration merging into UW-Shared Services? (8/13/19)

With the creation of UW-Shared Services as the UW System entity to provide scalable operational services, UWSA has the opportunity to refine its leadership, strategy and policy role. There are strategic benefits to this separation, and it has proven successful elsewhere across the country. Over time, both organizations will move more clearly into their respective roles.

Isn’t UW System Administration, by their work, a shared service? (8/13/19)

UW System Administration provides shared services but of a distinctly different type from UW-Shared Services. UW-Shared Services provides scalable operational services. UW System Administration provides shared services in the area of strategic planning, strategic policy, and research. Over time, they will be much less directly involved in the provision of operational services.

Will there be sales/client services representatives? (8/13/19)

Our organizational model creates a Customer Success team within UW-Shared Services. Conceptually, the Customer Success team will include client representatives to ensure that the services are effective and successful, and that we are meeting our performance standards. These client representatives will work closely with Service Operations and Departments in their work.

Will we continue to serve our non-UW entities? (8/13/19)

Services we provide to non-UW customers will be revisited to make those services align with our UW-Shared Services mission and to assure that those customers are being served in the best way they can.

How can we give input on which services will be developed? (8/13/19)

Input can be provided in a variety of ways: e-mail feedback@uwss.wisconsin.edu, contact the project sponsor or contact your manager.

What is UW-Shared Services? (11/1/18)

UW-Shared Services is a stand-alone entity within UW System and is:

  • wholly subject to the administrative authority of the Board of Regents;
  • subject to the administrative supervision of the UW System President and the UW System Vice President for Administration;
  • subject to all state and federal statutes, rules and policies which govern the UW System; and
  • dedicated to providing scalable, operational services to UW institutions and UW System Administration.

UW-Shared Services is not:

  • an “independent” organization;
  • a private, nonprofit, or public-private entity;
  • free of accountability to the President, Board of Regents, or the legislature;
  • outside the purview of UW System’s commitment to shared governance representation.

What is UW-Shared Services’ purpose? (11/1/18)

The purpose of UW-Shared Services is to be a consolidated administrative service organization delivering scalable, operational services to UW System customers. The priority areas involved in delivering these services will be Information Technology (IT), Human Resources (HR) and Procurement.

Is UW-Shared Services being created as a result of UW System President Ray Cross’s CORE and 2020FWD initiatives? (11/1/18)

Yes. UW-Shared Services supports the 2020FWD goal of operational excellence. UW-Shared Services also directly supports the Commitment to Operational Reform and Excellence (CORE) initiative by creating opportunities for cost reduction, greater efficiency, and better service by standardizing, consolidating, and streamlining processes and services.

Who oversees UW-Shared Services? (11/1/18)

UW-Shared Services is led by Executive Director Steve Wildeck. Steve is the long-standing Chief Business Officer for UW Colleges and UW-Extension. As Executive Director of UW-Shared Services, Steve reports to UW System Vice President Rob Cramer.

Isn’t the whole point of UW-Shared Services to eliminate jobs? (11/1/18)

No. While there may eventually be job changes, UW-Shared Services is not being created with a mandate to cut budgets or reduce the workforce.

Why are UW Colleges/Extension staff leading the creation of UW-Shared Services? (11/1/18)

President Cross established the initial priorities within UW-Shared Services to be IT, HR and Procurement. The eventual dissolution of UW Colleges and UW-Extension through UW System restructuring provides a unique opportunity to preserve operational capacity in these three priority areas, and to redesign and repurpose that capacity to support UW-Shared Services.

Why isn’t UW-Shared Services a part of UW System Administration? (11/1/18)

UW-Shared Services is a separate organization dedicated solely to provide scalable operational services. Creation of UW-Shared Services allows UWSA to focus on the critical role of strategy, planning and policy.

Which of Wisconsin’s four-year universities serve as the primary audience of UW-Shared Services? (11/1/18)

All of the comprehensive universities comprise the primary audience of UW-Shared Services. This includes:

UW-Eau Claire
UW-Green Bay
UW-La Crosse
UW-Oshkosh
UW-Parkside
UW-Platteville
UW-River Falls
UW-Stevens Point
UW-Stout
UW-Superior
UW-Whitewater

UW System Administration (UWSA) is also within the primary audience of UW-Shared Services.

Why are UW-Madison and UW-Milwaukee not part of the primary audience served by UW-Shared Services? (11/1/18)

As large research institutions, both UW-Madison and UW-Milwaukee have unique needs. These campuses may opt to use shared services when it makes sense for them and for UW-Shared Services to do so.

What is the Customer Council? (11/1/18)

The UW-Shared Services Customer Council will support the goal of high-quality shared service delivery. Acting with influence in an advisory role, the Council will be comprised of three provosts and three chief business officers from the comprehensive institutions. The Council will provide feedback and guidance on the service offerings, performance, standards and customer satisfaction.

Can anyone be part of the Customer Council? (11/1/18)

UW-Shared Services Customer Council members will be selected from among the provosts and chief business officers of the UW comprehensive universities. Members will be appointed by the Vice President for Administration.

Is UW-Madison’s System Services Group (SSG) part of UW-Shared Services? (11/1/18)

The SSG was formed by UW-Madison’s Division of Information Technology (DoIT) to better support enterprise-wide technologies which are part of the UW Systems Common Systems portfolio. SSG and UW-Shared Services will remain separate but cooperative partners to prevent duplication of mission and effort.

How does the UW Service Center fit into UW-Shared Services? (11/1/18)

The UW Service Center became part of UW-Shared Services on August 20th, 2018. The UW Service Center provides consolidated payroll and benefits support to all UW institutions and UW System Administration. The UW Service Center’s successful track record in providing shared services makes the organization an important natural – and positive – addition to UW-Shared Services.

Is there an office location for UW-Shared Services? (11/1/18)

The mailing address for UW-Shared Services is 432 North Lake Street, Suite 521, Madison, which is where the executive director is based. Many UW-Shared Services employees will initially be in the Madison area; however, UW-Shared Services will largely function in virtual work environments. In the future, institution-based employees may become employees of UW-Shared Services while remaining on campus. There may be exceptions depending upon the actual job duties.

What is a SME Council? (1/10/19)

UW-Shared Services has several stakeholder groups. Among them are comprehensive institution customers (leadership and staff), UW System Administration, the Customer Council and Subject Matter Expert (SME) Councils. 

SME Councils are comprised of directors of various functions on a campus, including Directors of Human Resources, Chief Information Officers, Directors of Purchasing and Controllers. These councils will be asked to respond to and provide feedback on ideas presented by UW-Shared Services functional unit Directors as part of the Service Development Lifecycle.

While Customer Council members represent the UW System as a whole, SME Council members are engaged to provide feedback as experts in their function as well as how it is performed on their particular campus. 

What are the term lengths for members of the Customer Council? (1/10/19)

Term length is no more than three years, as determined by the Vice President for Administration – and cited here: https://uwss.wisconsin.edu/customer-council/.

Who is the PMO listed under “next steps” sections? (1/10/19)

This question refers to the Decide phase flowchart, in cases where there has been a “No” decision by either the UW-Shared Services Executive Director or the UW System Vice President for Administration. A “No” decision means that a specific service proposal will not proceed in its current form through the Service Development Lifecycle. In the event of a “No” decision, the UW-Shared Services Project Management Office (PMO) will discuss the proposal with the function director, after which the proposal will either be modified and re-socialized with the appropriate SME Council or the proposal will be suspended.

What will the hiring process look like for the staffing of UW-Shared Services to ensure that individuals are qualified to provide the services? (1/10/19)

When a need to fill a position is identified, the duties will be defined and an appropriate title will be used. Requisite qualifications for the position will be identified based on the defined duties and an open search will be run in the vast majority of cases.

Where are you in terms of a staffing model that clarifies who will work in HR, IT, and Business Services at campuses versus for UW-Shared Services, directly? (1/10/19)

We don’t have that information at this time (January 2019), however, the most effective staffing model for service delivery will be chosen based on the service definition and needs and will have no limitation or requirement for particular geographic location.   

Are consultants planned to supplement internal expertise to standardize services? (1/10/19)

UW-Shared Services plans to engage outside resources where necessary to efficiently and effectively move services through the services development lifecycle.

How large is the UW-Shared Services staff today, and what is the plan for staffing to provide services? (1/10/19)

As of January 10, UW-Shared Services officially has only four employees. As part of UW System restructuring, UW System leadership made the decision to preserve existing capacities of UW Colleges & UW-Extension in the areas of IT, HR, and Procurement, and to commit those resources to support shared services. As restructuring transition and closeout is completed, these resources can be reconfigured and redeployed to support UW-Shared Services.

As I’m sure you can understand (and as your site’s FAQ section suggests), people understand that UWSS’s primary directive has to do with improving operational efficiency, and this may result in the consolidation of positions.  There is a lot of apprehension in this area and I’m finding that simply telling people that “it’s no one’s intention to cut jobs” isn’t adequately addressing concerns.  I don’t expect UWSS to have a staffing model completely ironed out, but what can you share? (1/10/19)

Effect on jobs and effect on employment are distinctly different. UW-Shared Services will likely impact jobs, whether through standardization of processes, training to provide more professional support, or though the relocation of where transactional activity is performed. The effect on employment is far less clear and will likely be determined more by the decisions of a customer institution than by UW-Shared Services.

Are the Subject Matter Expert (SME) Council and Customer Council meetings open to the public? (1/10/19)

SME Council and Customer Council members are not elected nor do the councils serve as a governing body, therefore their meetings do not meet the open meetings standard. Customer Council meeting agendas and summaries are available on our website, however, and can be found here: https://uwss.wisconsin.edu/news-and-updates/. Council members can also be reached throughout this process through our feedback@uwss.wisconsin.edu or customercouncil@uwss.wisconsin.edu email addresses.

FUNDING

How is UW-Shared Services being funded (where is the source of these funds) to deliver base services? (1/10/19)

UW-Shared Services activities will be funded through two primary sources: base funding and chargeback for services. The source of base funding is under consideration by UW System leadership. The sources and amounts of chargeback funding will be determined as service proposals are further developed.

If individual campuses will be impacted (costs to convert to a standard process, change systems, etc.) financially or resource-wise, how will these costs be covered or addressed within the UW-Shared Services business model? (1/10/19)

Incidental cost is an important consideration when implementing any change in process or service. It is too early to say exactly how any such cost will be addressed, but it will need to be.

PROCESS

Who will own the review and approval of each “project” throughout the Design, Develop and Deploy phases? (8/13/19)

Each project has a sponsor who owns responsibility for all aspects of the project. Review takes place in a variety of ways. Generally, approval of services follows an administrative path: Director, Executive Director, VP for Administration and sometimes the President (for mandatory services).

Design, Develop and Deploy. Maintain is under Deploy – should it not be its own area? (8/13/19)

It could be. In this process, ongoing operation, monitoring, minor upgrades, and maintenance were considered to be part of deployment. 

How can standardization be optional across the institutions? (8/13/19)

Services and process improvements which bring important standardization will not be optional.

How will we get institutions to follow policies in a standard fashion? (8/13/19)

UW-Shared Services is charged specifically with achieving cost reduction, greater efficiency and better service through standardizing, consolidating and streamlining processes and services. We were created administratively and given administrative authority to execute on that charge. We will hold the institutions and ourselves accountable for following those standards, and we all will be held accountable by UW System leadership and the Board of Regents.

Why does UW-Madison get to opt out? (8/13/19)

UW-Madison and UW-Milwaukee will be optional participants for a number of services because they are very different than the comprehensive institutions, and automatically including them significantly raises complexity and difficulty in finding solutions. There will be cases where UW-Shared Services will recommend mandatory participation for ALL UW institutions, including UW-Madison and UW-Milwaukee, when there is significant benefit to doing so. For example, the Benefits Data Management service is being advanced as mandatory for all institutions, including UW-Madison, because of its involvement in HRS and the “downstream processing impacts” improved by the inclusion of UW-Madison.

Will we be looking at moving to a single consolidated Student Information System as part of the ERP in the cloud project? (8/13/19)

The ERP in the cloud project focuses on the HR and Finance business areas and not Student Information Systems.  Whether or not the UW System considers moving to a single Student Information System will be a decision that comes from the UW System Digital Strategy process being implemented by UW System CIO Steven Hopper.

The presentation about UW-Shared Services at the kickoff meeting was very “theoretical.” What are tangible changes that can be seen? (8/13/19)

Tangible changes are surfacing in a number of ways. Here are three examples:

  1. Branding – you are beginning to see our identity as a separate, operational services organization on our facilities, forms, and web presence.
  2. Organization – some organizational changes are being made to move into the future structure. Two examples so far are the consolidation of our project management resources into a consolidated unit, and the provision of internal IT and human resources services by our own UW-Shared Services teams.
  3. Services – new services, which reflect a definite movement toward standardization, have been formally conceptualized, documented and approved. Mandatory participation, where appropriate, is included. Also, an increasing number of services are being provided to UW institutions.

How will UW-Shared Services identify services to be offered? (11/1/18)

Services offered through UW-Shared Services will be ones that:

  • reduce duplication;
  • effectively scale;
  • use standardized processes;
  • provide ROI (Return on Investment) such as
    • shorter timelines
    • sharper accuracy
    • tighter controls and security
    • reduced expense
  • respond to priorities, needs or opportunities within the UW System; and
  • provide valuable resources to UW System institutions

Who will make final decisions regarding which services will be offered, whether participation is mandatory or opt-in, and how the service will be funded? (11/1/18)

Service proposals will be thoroughly discussed with the Customer Council,
affected functional unit leaders (CIOs, HR directors, Procurement directors, etc.), and institutional executives prior to decisions being made. Final decisions will be made administratively by the UW System Vice President for Administration and the President.

What are criteria for identifying services under the Decide – Source phase? (1/10/19)

UW-Shared Services considers information and feedback from SME Councils, operational experience, past studies and audits, campus feedback or feedback from campus visits and discussions and individual suggestions.

Will the source of the shared service idea be communicated – i.e. a specific campus, a UW System initiative, etc. – to help understand why the service is proposed? (1/10/19)

Yes.

What additional scrutiny will be used for mandatory services during the Decide phase? (1/10/19)

Mandatory services may be recommended after considering risk, scale, complexity.  Any services recommended by UW-Shared Services to be mandatory will require approval by UW System Vice President for Administration and the President.

What are the planned models for delivery of services – central, distributed but centrally managed, or other – as this will have a direct impact on staff and concerns? (1/10/19)

Delivery of services could be either, both or a combination of these options. Service delivery will depend upon specific characteristics of any particular service.

The Executive Director mentioned the “next two years” as part of the current timeline. Can you break that down and talk about what will be accomplished in the next two years and how the “Decide,” “Develop,” and “Deploy” phases fit in? (1/10/19)

Two years is a reasonable timeframe for planning our work and setting goals. Therefore, the Conceptual Roadmap has been created to focus our efforts in that timeframe. The service proposals contained within the roadmap are now moving through the Decide phase. Those that survive that scrutiny will move into Develop, where they will be built. Services will be implemented during the Deploy phase. Depending upon stakeholder feedback, some services could move through these phases quickly (within months) while others will take longer.

How are the Customer Council and SME Councils involved in the Source phase of the service lifecycle? Who proposes the ideas? (1/10/19)

In this initial launch, councils are asked to respond to and provide feedback on these ideas.  The sources of these ideas are varied and include prior studies, emails, team comments, campus visits and more.

What is the process for identifying the need to initiate an end-of-life for a service? (1/10/19)

In the future, the need for service termination will be the same as identifying a new service or a change to an existing service.  That info will come from SME Councils, the Customer Council, institutional customers (campus staff) and UW-Shared Services staff.

How can an individual user propose a UW-Shared Services service? (1/10/19)

Individual users may propose a service by contacting the appropriate UW-Shared Services functional director or by submitting the idea to feedback@uwss.wisconsin.edu

What is the process for determining the final financial model for a service? (1/10/19)

The financial model will be recommended as part of a services business case and will consider factors such as: the recommended participation model, the level of fixed vs. variable cost, the level of need to incentivize and the ability or ease of tracking costs. 

How does the talk of a new system ERP impact or guide what UW-Shared Services is going to do? (1/10/19)

Any major ERP project will require significant involvement by UW-Shared Services. UW-Shared Services will stay engaged in any conversations about an ERP.

How will you be sure to incorporate SME feedback into the development process for services? (1/10/19)

All feedback will be considered as UW-Shared Services further develops and defines services and business cases.

Isn’t the ‘consideration’ of ideas for service development a strategy process and not a shared service operation process? (1/10/19)

The identification of service ideas is critical to supporting strategic plans, direction and goals. Identifying and defining how the services can be performed, what administrative considerations exist and what cost models are most appropriate all inform whether the services will support strategic direction.

Who is advising the Customer Council and SME Councils on UW System strategy and policy? (1/10/19)

The Customer Council consists of provosts and chief business officers. SME Councils consist of directors of various functions on a campus.  All council members are part of groups that meet regularly with UWSA strategy and policy leaders.

Developed once and deployed to other campuses for commonly identified needs is usually a cost-effective strategy in the IT world. Will that be a consideration/initiative for the shared service concept? (1/10/19)

Taking advantage of economies of scale will be a factor always considered by UW-Shared Services.  This is one approach to developing and deploying services which UW-Shared Services will use, along with many others, depending upon the service type, complexity, timeline, etc.

How will the roadmap be shared with Chancellors, Provosts, CBOs, etc.? Before or after you share with the SME Council? (1/10/19)

The roadmap will be shared with these parties after each SME Council has had a chance to see its respective proposed services in each function of the roadmap.

INTEGRATION

How will we become and remain a homogeneous team who support each other positively, given our dispersed and broad reach? (8/13/19)

UW-Shared Services will continue to grow together as a team as services are developed, roles and organizational structure become clearer, and through developing productive and positive relationships with one another. We will build an organizational culture around our mission of high quality, solution-oriented customer service that focuses on our values of collaboration, positive relationships, inclusivity and valuing contributions from all employees. We will rely on consistent communication, technology resources and tools, and creating community workspaces at any UW-Shared Services location that can be utilized by all of us to build a culture of inclusion to help us remain connected with each other.

UW-Shared Services is a melting pot of several organizations with different standards of customer service. Will there be customer service training to establish an organizational baseline? (8/13/19)

UW-Shared Services is creating a Customer Success Team within the organization. Customer Success will be charged with establishing strong and distinct customer service standards and training for all UW-Shared Services employees. Our goal is to create a customer experience that is unparalleled within the UW System.

Will people be moving locations or will all of us be centrally located? (8/13/19)

UW-Shared Services is beginning to review its physical space needs to make sure our space supports the new organization. Our goal is to move toward a greater degree of consolidation and also create an efficient physical work environment for all areas within UW-Shared Services. More information will be forthcoming, but significant change in our space in the near term is unlikely.

How do we best counter negative talk? (8/13/19)

With positive talk! The goals of UW-Shared Services are clear. We are in a period of organizational change which is needed to meet the challenges ahead, including the imminent migration to the cloud. All UW-Shared Services employees are encouraged to submit suggestions on where communication and clarity are needed to keep us moving forward as an organization.

Is there a word other than “mandatory” (with the same meaning) that will cause less angst? (8/13/19)

There’s an old saying, “Mean what you say and say what you mean.” Early on, we considered words that were a bit softer, but we were strongly encouraged to use plain language. Mandatory, it is.

Requesting time off varies per unit. Will there be a common app or procedure that is going to be developed at least internally for UW-Shared Services? (8/13/19)

UW-Shared Services will develop internal practices and procedures that will apply to everyone working in the organization.

Will benefits, time off or vacation time change with the new unit of UW-Shared Services? (8/13/19)

No benefits or leave accrual will change with the creation of UW-Shared Services.

How does the leadership plan to build culture within UW-Shared Services? (8/13/19)

The UW-Shared Services management team will promote and build the organization by staying true to its mission, vision and values and strive to make UW-Shared Services an employer that appreciates diversity, promotes current best practices in achieving our goals and values the contributions of all its employees. Building culture will need to be done over time, with intention and continuous emphasis and focus on our values as an organization and employees. We will work on common goals and projects across teams and departments within the organization to prevent isolation of any area. We will encourage constant improvement and learning by providing professional development resources and opportunities to grow as individuals. And we will commit to continuous attention to the culture we will strive to build as an employer of choice.

What is the difference between the support provided by UW-Shared Services and the Affinity Groups? (8/13/19)

Today, the Affinity Groups provide customer service and transactional assistance in the HR arena, specifically related to HRS processes.  UW-Shared Services will deliver services and customer support for several departments (Human Resources, Information Technology, Business Services).  Exactly how current Affinity Groups responsibilities crosswalk into the new organizational structure will be determined.

Is UW-Shared Services going to take over all existing IT/HR/Procurement functions at the comprehensive universities and make them do things the way UW Colleges and UW-Extension have done them? (11/1/18)

No. The methods and practices deployed in those functional areas within UW Colleges and UW-Extension can inform and provide perspective on future shared services, but future services will be designed to support the comprehensive institutions.

When are services going to be made available to customers? (11/1/18)

Design and development of some services will begin soon and will continue through deployment in 2019. The cycle of identifying priorities, standardizing processes, consolidating and/or adding services and continual improvement will continue indefinitely.

I first heard about UW-Shared Services a few months ago. What is the timeline for it to be fully functioning? (11/1/18)

UW-Shared Services began to take shape earlier this summer. We expect to begin design and development of some services by later this year for deployment in 2019.

How will the UW-Shared Services process outlined today (January 10, 2019) affect current services, changes to them and additional services administered as part of the work of UW Service Center? (1/10/19)

For the foreseeable future or until further notice, processes used by UW Service Center to review, modify or otherwise consider changes to their services, will remain in place. 

Can you give an example of a policy that would be managed by UW System Administration versus UW-Shared Services in one of the functional areas? (1/10/19)

Yes. UW System Administration manages any benefit that is offered to employees by the UW System, and not through the State of Wisconsin; for example, whether to offer UIA insurance would continue to be a decision made by UW System Administration. UW-Shared Services may provide assistance and guidance in how to administer those benefits, but the policy decision to continue the insurance would be from UW System Administration.

SERVICES

Are Information Technology services like common email and calendaring, credentials, servers, etc., being discussed? (8/13/19)

Yes, these are being discussed and prioritized along with the other potential service suggestions we are receiving from UW-Shared Services staff and the comprehensive institutions.

Will services be revised after launch? (8/13/19)

The Service Lifecycle includes the ability for customers, SMEs or UW-Shared Services employees to identify needed improvements or changes to services. The department director, who ultimately “owns” a service, will decide whether these changes are minor enough to be made as part of operations, or if the changes are significant enough to require a full redesign.

How will mandatory services be communicated as mandatory? Will the UW System office officially communicate/mandate as such? (8/13/19)

Any mandatory services will be clearly described and documented as such. Mandatory services will be approved by the UW System President, and that approval is formally communicated by UW-Shared Services. This process has been in place since early 2019.

How do you plan to get all institutions to agree on how to interpret HR policies? If they disagree with how it should be interpreted, will UW-Shared Services be able to make the decision and implement it going forward? (8/13/19)

We will work with our partners in UW System Administration to provide clarity and consistency in HR policy interpretation wherever possible. UW-Shared Services’ role is to develop standardized operational policies and procedures where appropriate to bring more standardizations to UW System administrative functions. That work has already begun.

How will requests for updates from current customers be handled if the service being provided is not one of the services on the roadmap? (8/13/19)

Requests for a service or any operational improvement can be submitted to feedback@uwss.wisconsin.edu, to your manager or any of the department directors. These will be reviewed and determined if they will move on to the Decide phase of the Service Lifecycle or be prioritized as operational improvement.

Will travel be absorbed into UW-Shared Services in the future? (1/10/19)

This has been suggested and the decision to include travel in UW-Shared Services will be determined in future weeks – in accordance with the Decide phase process. (This response is dated Monday, January 21, 2019.)

Will consideration be given to move the audit of the P-Cards to UW-Shared Services? (1/10/19) 

The Conceptual Roadmap will clearly reveal the services being proposed by UW-Shared Services. The roadmap will be posted to the UW-Shared Services website on January 25, 2019.

What work will UW System Administration perform after UW-Shared Services is fully operational? (11/1/18)

UW System Administration will focus on its role of providing System-wide strategic direction, policy/research, enterprise risk management and planning, while the responsibility for consolidated operational services is transitioned to UW-Shared Services.

EVALUATION

Are there established 3-5 year goals and/or expectations of UW-Shared Services that will be used to determine if the new organization is viable in the long term? (8/13/19)

Individual services will be monitored for need and effectiveness. The results will be used to prompt changes to, or termination of, existing services, or the creation of new services. UW-Shared Services has been created as an ongoing part of the UW System fabric. While what we do will evolve and change, the UW-Shared Services organization itself is not temporary. It is here for as long as the UW System needs our work.

What will be the ramifications if service levels are not met by UW-Shared Services? (1/10/19)

UW-Shared Services is responsible to its stakeholders and will strive to continually meet customer service standards; any problems that arise in service delivery will be thoroughly examined and appropriate actions taken to improve service to customers.

What is the assessment / feedback loop to determine if the delivered service truly and effectively addresses the stated need? (1/10/19)

That mechanism will vary for each service – because assessments will be different for services – and will be developed in the Develop and Deploy phases.

How are services reviewed and measured on performance and relevancy to the need of the customers? What is the frequency of the review process? (1/10/19)

Performance and accountability measures will mostly vary from service to service. Standards for review have not yet been established.

Will there be a process to communicate directly to the Customer Council in the future versus submitting comments to the general comments email? (1/10/19)

In response to this request, an e-mail account has been created: customercouncil@uwss.wisconsin.edu.  Any message sent to this account will be directed to Customer Council members.

COMMUNICATIONS

When will we start using the new email/signature? (8/13/19)

Staff will be migrated to the UW-Shared Services email system in two waves, starting on July 22, 2019.  The first wave will be IT and most of the staff who have been operating in both their former UWCX/UWSA roles and their new UW-Shared Services roles. 

How should we identify ourselves? What about LinkedIn profiles? (8/13/19)

We recommend not making any changes until you are migrated to your new email account.  Then you should identify yourself as UW-Shared Services, with your new email address.  However, continue to utilize your current title, jobs description, etc., until the organization structure is finalized, at which time you will know if you need to identify yourself differently.

Currently, LinkedIn’s process is that a company logo will only be shown after an account is created. Establishing social media accounts for UW-Shared Services is underway. When UW-Shared Services’ LinkedIn is live, you’ll be able to edit your position and choose UW-Shared Services from the dropdown, thereby displaying the logo.

Have the policies and procedures for Procurement been communicated to the comprehensive institutions? (8/13/19)

The institutions have discussed the Procurement section of the Roadmap and are aware of all five of the Procurement roadmap services currently in development. The Procurement SME Council is part of the review process.  UW-Shared Services is currently providing some tactical procurement services to institutions upon request. Those procedures are communicated as part of that service.

Is the January 10, 2019 Town Hall presentation available?

Yes, please find the full presentation available here: https://uwss.wisconsin.edu/news-and-updates/.

What is the UW-Shared Services Photo Opt-Out Policy? (6/17/19)

University of Wisconsin-Shared Services (UWSS) may at times use photographs, audio, and/or video recordings of employees, customers and University of Wisconsin (UW) students for purposes of education, publicity, and recruitment via the internet, print publications, and other media.

Opt-Out Form

Should an employee of UWSS, customer of UWSS or UW student (or the parents or guardians of such persons who are under the age 18) NOT want to be photographed or recorded, or have their name or biographical information used in connection with any such recording, they must submit a completed Photo Opt-Out Form to UW-Shared Services Communications and Marketing (communications@uwss.wisconsin.edu). 

Individuals who submit a completed Photo Opt-Out Release Form are also responsible for removing themselves from areas in which photography and/or recording is taking place, or notifying the camera operator of their opt-out status.  Failure to do so may result in that individual’s inclusion in a photograph or recording and will be treated as consent for UW-Shared Services to utilize that photograph or recording accordingly.

Public Spaces & Events

Please be advised that images and videos taken in public spaces and/or at public events do not require authorization for publication.  Your presence in or around UW System/institution facilities and/or properties, as well as at off-campus UW-sponsored events, constitutes your consent to the capture and/or use of your image and/or voice by UW-Shared Services, and waives any claims or rights, whether in law or in equity.

When a completed Photo Opt-Out Form is on file, UW-Shared Services will make every effort to honor that individual’s Opt-Out status, even in public spaces or at public events.