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Enhancing HR Efficiency: UCSF's Service Request System for Academic Senate

The Academic Senate's agenda on April 21, 2014, focused on the HR Service Request System (SRS) at UCSF. The SRS aims to streamline HR processes, enabling effective tracking and management of requests while maintaining confidentiality for sensitive cases. With over 100,000 tickets submitted and a user base of approximately 2,200, the SRS facilitates accessible online submission and consultation requests, supports process improvement through data analytics, and enhances collaboration among HR and departmental users. Key goals include simplifying transactions and ensuring efficient request management.

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Enhancing HR Efficiency: UCSF's Service Request System for Academic Senate

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  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

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