HR SERVICE REQUEST SYSTEM VERSION 2.

0
HR User Trainings

Agenda

Why is HR SRS 2.0 needed? Redesign Focus How will SRS 1.0 and 2.0 differ? Critical transition dates System demo

Why is SRS 2.0 needed?

Address functionality needs gathered from user feedback External (departmental) and internal (HR) user group recommendations. Enhance systems flexibility to respond to changing business processes. Add business intelligence to the system Provide tools to guide department users in completion of their HR requests.

Provide better service to departments

User-friendly interface Information presented quickly, clearly, easily Provide a tool for departments and HR to increase their efficiency and help manage HR-related business

SRS 2.0 Redesign Focus

SRS 2.0 Single Sign on Aging Comments Status & Position Routing Workflow/ Request Forms Work List/Dashboard Permissions/Users File Attachments Reporting High Level Capabilities
Access SRS 2.0 through MyAccess

***Make sure order is consistent with ALL other documents

Count of UCSF business days/working hours only Ability to start and stop aging count for business reasons Detailed and searchable Highlight comment additions with user notifications View the status of a ticket versus who is working on it Increase ability to manage/track tickets with detailed status More open routing structure; ability to route upstream and downstream Ability to return to department for changes rather than cancelling Improved workflow to reflect business process Ability to start and save draft tickets to revisit later or for Service Center consultation Improved worklist to assist in ticket management Increase ability to manipulate ticket data; dashboards to sort and filter Accessed via MyAccess Crossover with HRIS applications Greater ability to administer and manage system access and permissions Ability to upload all required attachments (more than 3) Lists of required attachments for each request, if any Easily exported standard reports for departments and HR

Highlights: How SRS 1.0 & 2.0 Differ

SRS 1.0 Inability to focus in on ticket changes and processing. Flat and generic forms: not specific to each request type and population. Minimal validation against input data Ongoing aging count All comments captured within one field resulting in duplications Unique system log in Rigid routing boundary structure Flat work lists presenting all ticket information Minimal ability for collaboration on requests between service centers and departments. No linked tickets SRS 2.0

***Make sure order is consistent with ALL other documents

Home screen notifications to highlight ticket changes and status progression. Specific forms tailored for request types and population. Greater validation against input data preventing incorrect processing and improve security Aging to reflect only business days without holidays Searchable comments within a database table with knowledge of who and when they were created. Single Sign On: Log in incorporated into MyAccess Open routing structure to support sharing of drafts within departments and routing for collaboration within HR. Dashboards enabling ticket information to be sorted and filtered Ability for departments to create and save draft tickets for consultation with Service Center prior to final submission. Ability to link related tickets

Key Improvements for Departments

Ability to manage tickets throughout processing cycle

Easily view changes, progression, and history of tickets. Track each step in ticket process so departments have precise status of requests. Quick view of recent status updates and notifications.

Business intelligence to assist with complete information in creation of tickets. Creation of draft ticket status to enable collaboration between department and service center

Departmental Roles

Initiators
Once

a user is approved by department authority as initiators, initiators are able to create tickets regarding any employee (within and outside of the initiators department).

Approvers
Approvers

can approve tickets only within the depcodes of which they have approval ability.

Departmental Roles

Reviewers
Reviewers

can be anyone who has access to SRS. It can be added by the initiator, approver or anyone who can touch the ticket. Reviewers have the same ability as the initiators and approvers before the ticket is approved. the MSO of the department. Department Authority can set access for initiators and approvers. Department Authority also has access to all tickets within his/her department.

Department Authority
Typically

HR Roles have not changed

HR
Router Generalist Director Manager Transaction Specialty

Center

SRS 2.0 Ticket Lifecycle

Additional Status
Three new ticket status options have been added to enable the ease of processing.
Status Draft User Department Functionality Allows initiators and approvers to create tickets, save the information, and either revisit at a later time or ask the Service Center for consultation. The Service Center can look up the ticket by number, review, and provide feedback prior to final approval and submission. If a ticket is incorrectly submitted or needs additional information, it can be returned for changes to the department. When a ticket is returned for changes, the aging clock stops until it is re-submitted. If all ticket processing steps have been done, and HR is waiting for the effective date to complete final actions, the ticket can be placed on hold. Placing a ticket on-hold will stop the aging count.

Return for Changes

HR

On-Hold

HR

Request Forms

What has changed?

Request

forms have been created to mimic current request information and business processes. The new system infrastructure provides flexibility which enables quick changes to be made to the request form content. We added a confidential section to include LER, DMS, and LOA.

Attachments

Whats changed?
Ability

to upload as many attachments as desired Text field allows one to describe an uploaded attachment Maximum size of attachment has increased from 5mb to 8mb List of required attachments for each forms and links to the template if applicable
System

is now very flexible to change, and lists and links can be easily altered

Ticket Notifications

Upstream
Any

upstream tickets will send a notification to the sender and the receiver: cancel, put on hold, back for changes.

Downstream
Initiators

will be notified every step of the way, including comments and attachments Approvers will be notified only when completed Department authorities will notified when tickets have been approved or completed.

Since Youve Last Logged In

Whats the SYLLI (Silly) feature?

The

SYLLI dashboard is a new feature that shows all ticket actions that have taken place since you have last logged in.
Shows

all actions on tickets that you belong to or have association with

SRS 2.0 Ticket Lifecycle

This feature is available for both Department and HR users

Admin Panel

Whats changed?
The

admin panel has simplified the way that HR and Department users manage system permissions.
Allows

both Departments and HR the ability to add, delete, and modify user abilities permissions.

Users
This

can view their role and abilities to help determine what they can and arent capable of doing.
also enables users to self manage their permissions and escalate if they feel their permissions are incorrect.

User Ability Notifications

Department Roles created or modified

At

least one of the following will be notified:

Initiator Approver Department Generalist

Authority

HR Roles created
Appropriate

HR users will be notified.

Ticket Management

Work List: tickets that Im working on or have worked on

Tickets

that I own vs. Tickets that I have access to

Request List
Service

Centers staff can search for all tickets under their service center Specialty Centers can search for all tickets

Dashboard
Generalist Metrics

View/Manager View

Critical Dates
Date
April 8-16th April 19th 5:00PM April 22nd 8:00AM

Event
SRS 2.0 sandbox available for user review Survey open to capture feedback SRS 1.0 closed for transition SRS 2.0 Go-live

SRS 2.0 DEMO

HR Information Systems