{"id":2654,"date":"2023-08-03T09:47:39","date_gmt":"2023-08-03T13:47:39","guid":{"rendered":"https:\/\/www.yorku.ca\/service-excellence\/?page_id=2654"},"modified":"2024-12-18T09:40:54","modified_gmt":"2024-12-18T14:40:54","slug":"projects","status":"publish","type":"page","link":"https:\/\/www.yorku.ca\/service-excellence\/projects\/","title":{"rendered":"Progress"},"content":{"rendered":"\n<hr class=\"wp-block-separator has-text-color has-white-color has-css-opacity has-white-background-color has-background\"\/>\n\n\n\n<div class=\"wp-block-cover is-light full-width\" style=\"min-height:395px;aspect-ratio:unset;\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim-20 has-background-dim\"><\/span><img loading=\"lazy\" decoding=\"async\" width=\"997\" height=\"665\" class=\"wp-block-cover__image-background wp-image-4124\" alt=\"\" src=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/12\/accolade_galleria.jpg\" style=\"object-position:57% 100%\" data-object-fit=\"cover\" data-object-position=\"57% 100%\" srcset=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/12\/accolade_galleria.jpg 997w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/12\/accolade_galleria-300x200.jpg 300w\" sizes=\"auto, (max-width: 997px) 100vw, 997px\" \/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-text-align-center has-large-font-size\"><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Final Report<\/h2>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Read the Service Excellence Program (SEP) final report <a href=\"https:\/\/www.yorku.ca\/service-excellence\/2023-24-annual-community-report\/\">here<\/a>.<\/p>\n\n\n\n<p>Moving forward, work to identify and implement administrative efficiencies will continue as part of the <a href=\"https:\/\/www.yorku.ca\/forward\/\">¿ì²¥ÊÓƵ Forward Action Plan<\/a> to advance the University\u2019s academic plan and financial sustainability, specifically project 13,<a href=\"https:\/\/www.yorku.ca\/forward\/py-community-area\/project-13\/\"> Administrative Service Efficiencies<\/a>. The <a href=\"https:\/\/www.yorku.ca\/universityservices\/\">University Services Centre (USC)<\/a> will continue its intended leadership role of facilitating continuous improvement in high-volume administrative services for the community.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><\/h2>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-white-color has-css-opacity has-white-background-color has-background\"\/>\n\n\n\n\n\n<div class=\"wp-block-cover is-light full-width\" style=\"min-height:395px;aspect-ratio:unset;\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim-0 has-background-dim\"><\/span><img loading=\"lazy\" decoding=\"async\" width=\"1797\" height=\"1012\" class=\"wp-block-cover__image-background wp-image-3908\" alt=\"\" src=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/12\/glendon_centre_exterior2.jpg\" style=\"object-position:71% 54%\" data-object-fit=\"cover\" data-object-position=\"71% 54%\" srcset=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/12\/glendon_centre_exterior2.jpg 1797w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/12\/glendon_centre_exterior2-300x169.jpg 300w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/12\/glendon_centre_exterior2-1024x577.jpg 1024w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/12\/glendon_centre_exterior2-1536x865.jpg 1536w\" sizes=\"auto, (max-width: 1797px) 100vw, 1797px\" \/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-text-align-center has-large-font-size\"><\/p>\n<\/div><\/div>\n\n\n\n\n\n<hr class=\"wp-block-separator has-text-color has-white-color has-css-opacity has-white-background-color has-background\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Completed Projects<\/h2>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<style>.kt-accordion-id2654_6b741f-e8 .kt-accordion-inner-wrap{column-gap:var(--global-kb-gap-md, 2rem);row-gap:0px;}.kt-accordion-id2654_6b741f-e8 .kt-accordion-panel-inner{border-top:0px solid transparent;border-right:0px solid transparent;border-bottom:0px solid transparent;border-left:0px solid transparent;padding-top:var(--global-kb-spacing-sm, 1.5rem);padding-right:var(--global-kb-spacing-sm, 1.5rem);padding-bottom:var(--global-kb-spacing-sm, 1.5rem);padding-left:var(--global-kb-spacing-sm, 1.5rem);}.kt-accordion-id2654_6b741f-e8 > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header{border-top-color:#555555;border-top-style:solid;border-right-color:#555555;border-right-style:solid;border-bottom-color:#555555;border-bottom-style:solid;border-left-color:#555555;border-left-style:solid;border-top-left-radius:0px;border-top-right-radius:0px;border-bottom-right-radius:0px;border-bottom-left-radius:0px;background:#f2f2f2;font-size:18px;line-height:24px;color:#555555;padding-top:10px;padding-right:14px;padding-bottom:10px;padding-left:14px;}.kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle )  > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle )  > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap .kt-blocks-accordion-icon-trigger:before{background:#555555;}.kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-icon-trigger{background:#555555;}.kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-icon-trigger:before{background:#f2f2f2;}.kt-accordion-id2654_6b741f-e8 > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header:hover, \n\t\t\t\tbody:not(.hide-focus-outline) .kt-accordion-id2654_6b741f-e8 .kt-blocks-accordion-header:focus-visible{color:#444444;background:#eeeeee;border-top-color:#eeeeee;border-top-style:solid;border-right-color:#eeeeee;border-right-style:solid;border-bottom-color:#eeeeee;border-bottom-style:solid;border-left-color:#eeeeee;border-left-style:solid;}.kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-accordion-header-wrap .kt-blocks-accordion-header:hover .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-accordion-header-wrap .kt-blocks-accordion-header:hover .kt-blocks-accordion-icon-trigger:before, body:not(.hide-focus-outline) .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-blocks-accordion--visible .kt-blocks-accordion-icon-trigger:after, body:not(.hide-focus-outline) .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-blocks-accordion-header:focus-visible .kt-blocks-accordion-icon-trigger:before{background:#444444;}.kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-accordion-header-wrap .kt-blocks-accordion-header:hover .kt-blocks-accordion-icon-trigger, body:not(.hide-focus-outline) .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-accordion-header-wrap .kt-blocks-accordion-header:focus-visible .kt-blocks-accordion-icon-trigger{background:#444444;}.kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-accordion-header-wrap .kt-blocks-accordion-header:hover .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-accordion-header-wrap .kt-blocks-accordion-header:hover .kt-blocks-accordion-icon-trigger:before, body:not(.hide-focus-outline) .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-accordion-header-wrap .kt-blocks-accordion-header:focus-visible .kt-blocks-accordion-icon-trigger:after, body:not(.hide-focus-outline) .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-accordion-header-wrap .kt-blocks-accordion-header:focus-visible .kt-blocks-accordion-icon-trigger:before{background:#eeeeee;}.kt-accordion-id2654_6b741f-e8 .kt-accordion-header-wrap .kt-blocks-accordion-header:focus-visible,\n\t\t\t\t.kt-accordion-id2654_6b741f-e8 > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header.kt-accordion-panel-active{color:#ffffff;background:#444444;border-top-color:#444444;border-top-style:solid;border-right-color:#444444;border-right-style:solid;border-bottom-color:#444444;border-bottom-style:solid;border-left-color:#444444;border-left-style:solid;}.kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle )  > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header.kt-accordion-panel-active .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle )  > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header.kt-accordion-panel-active .kt-blocks-accordion-icon-trigger:before{background:#ffffff;}.kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header.kt-accordion-panel-active .kt-blocks-accordion-icon-trigger{background:#ffffff;}.kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header.kt-accordion-panel-active .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id2654_6b741f-e8:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header.kt-accordion-panel-active .kt-blocks-accordion-icon-trigger:before{background:#444444;}@media all and (max-width: 1024px){.kt-accordion-id2654_6b741f-e8 .kt-accordion-panel-inner{border-top:0px solid transparent;border-right:0px solid transparent;border-bottom:0px solid transparent;border-left:0px solid transparent;}}@media all and (max-width: 1024px){.kt-accordion-id2654_6b741f-e8 > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header{border-top-color:#555555;border-top-style:solid;border-right-color:#555555;border-right-style:solid;border-bottom-color:#555555;border-bottom-style:solid;border-left-color:#555555;border-left-style:solid;}}@media all and (max-width: 1024px){.kt-accordion-id2654_6b741f-e8 > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header:hover, \n\t\t\t\tbody:not(.hide-focus-outline) .kt-accordion-id2654_6b741f-e8 .kt-blocks-accordion-header:focus-visible{border-top-color:#eeeeee;border-top-style:solid;border-right-color:#eeeeee;border-right-style:solid;border-bottom-color:#eeeeee;border-bottom-style:solid;border-left-color:#eeeeee;border-left-style:solid;}}@media all and (max-width: 1024px){.kt-accordion-id2654_6b741f-e8 .kt-accordion-header-wrap .kt-blocks-accordion-header:focus-visible,\n\t\t\t\t.kt-accordion-id2654_6b741f-e8 > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header.kt-accordion-panel-active{border-top-color:#444444;border-top-style:solid;border-right-color:#444444;border-right-style:solid;border-bottom-color:#444444;border-bottom-style:solid;border-left-color:#444444;border-left-style:solid;}}@media all and (max-width: 767px){.kt-accordion-id2654_6b741f-e8 .kt-accordion-inner-wrap{display:block;}.kt-accordion-id2654_6b741f-e8 .kt-accordion-inner-wrap .kt-accordion-pane:not(:first-child){margin-top:0px;}.kt-accordion-id2654_6b741f-e8 .kt-accordion-panel-inner{border-top:0px solid transparent;border-right:0px solid transparent;border-bottom:0px solid transparent;border-left:0px solid transparent;}.kt-accordion-id2654_6b741f-e8 > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header{border-top-color:#555555;border-top-style:solid;border-right-color:#555555;border-right-style:solid;border-bottom-color:#555555;border-bottom-style:solid;border-left-color:#555555;border-left-style:solid;}.kt-accordion-id2654_6b741f-e8 > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header:hover, \n\t\t\t\tbody:not(.hide-focus-outline) .kt-accordion-id2654_6b741f-e8 .kt-blocks-accordion-header:focus-visible{border-top-color:#eeeeee;border-top-style:solid;border-right-color:#eeeeee;border-right-style:solid;border-bottom-color:#eeeeee;border-bottom-style:solid;border-left-color:#eeeeee;border-left-style:solid;}.kt-accordion-id2654_6b741f-e8 .kt-accordion-header-wrap .kt-blocks-accordion-header:focus-visible,\n\t\t\t\t.kt-accordion-id2654_6b741f-e8 > .kt-accordion-inner-wrap > .wp-block-kadence-pane > .kt-accordion-header-wrap > .kt-blocks-accordion-header.kt-accordion-panel-active{border-top-color:#444444;border-top-style:solid;border-right-color:#444444;border-right-style:solid;border-bottom-color:#444444;border-bottom-style:solid;border-left-color:#444444;border-left-style:solid;}}<\/style>\n<div class=\"wp-block-kadence-accordion alignnone\"><div class=\"kt-accordion-wrap kt-accordion-id2654_6b741f-e8 kt-accordion-has-13-panes kt-active-pane-0 kt-accordion-block kt-pane-header-alignment-left kt-accodion-icon-style-basic kt-accodion-icon-side-right\" style=\"max-width:none\"><div class=\"kt-accordion-inner-wrap\" data-allow-multiple-open=\"false\" data-start-open=\"0\">\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-1 kt-pane2654_892d57-16\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\">Projects completed between April, 2023-April, 2024:<\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p><\/p>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-2 kt-pane2654_cca29e-92\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\">Streamlining accounts payable operations <\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p>In collaboration with the Accounts Payable (AP) department, the Service Excellence Program has streamlined AP operations and established Standard Operating Procedures (SOP) to improve services. Standardized processes and guidelines for performing routine tasks promote consistency, minimize potential risk and hazards, and ensure that tasks are carried out in the most efficient and effective way. <\/p>\n\n\n\n<p>SOPs also serve as a reference point for evaluating and analyzing existing processes and identifying opportunities for improvement. Alongside the new triage process described below, these changes are making the AP process faster and smoother.<\/p>\n\n\n\n<p><strong>Key benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>More accurate and faster service delivery<\/li>\n\n\n\n<li>Process transparency supporting quality assurance<\/li>\n\n\n\n<li>Saves time and effort, freeing up staff time for other critical tasks and priorities<\/li>\n\n\n\n<li>Increased staff capacity for other critical tasks and priorities<\/li>\n\n\n\n<li>Improved satisfaction among AP staff, the community, and suppliers<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-3 kt-pane2654_5fdfad-c7\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\">A triage process for accounts payable services<\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p>A new triage process designed to align seamlessly with business rules and predefined criteria is&nbsp;allowing staff to assess, categorize, prioritize, and route invoices, inquiries, and payment requests faster and with greater accuracy. The new triage process also enhances transparency (a staff-identified priority) and supports the building and maintenance of strong relationships with vendors.<\/p>\n\n\n\n<p>K<strong>ey benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Improved accuracy and speed of service delivery<\/li>\n\n\n\n<li>Increased staff capacity for other critical tasks and priorities<\/li>\n\n\n\n<li>Improved satisfaction among AP staff, the community, and suppliers<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-4 kt-pane2654_f37d8f-d0\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\">The launch of the University Services Centre<\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p>Between 2020 to 2022, the Service Excellence Program partnered with colleagues from across the University to establish the University Services Centre (USC) - a single-point-of-access for solutions to routine, administrative service needs. This shared services centre was designed to address common pain points experienced by the community when seeking services across the University. Common challenges that needed addressing included difficulty figuring out how to request a service; challenges with service provider knowledge as well as slow turnaround times, and processes requiring significant user effort. <\/p>\n\n\n\n<p>The USC works to address these pain points by changing how services are accessed. A service catalogue, featuring clear descriptions of services offered and directions to resources, offers self-serve resources while agents are available via email or phone to provide support and referrals. USC agents also help manage call duration and wait times and track performance metrics in support of continuous improvement efforts. The USC offers access to the following services:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Client Services and Classroom Support (IT)<\/li>\n\n\n\n<li>Purchasing and Payments<\/li>\n\n\n\n<li>Expense Reimbursement<\/li>\n\n\n\n<li>Pension and Benefits<\/li>\n\n\n\n<li>Accounts Receivable (Finance)<\/li>\n\n\n\n<li>Payroll and Records (HR)<\/li>\n<\/ul>\n\n\n\n<p>In time, the USC will be expanded to include a wider range of services, supported by a modern ticketing system that offers increased convenience and transparency. Visit the <strong><a rel=\"noreferrer noopener\" href=\"https:\/\/www.yorku.ca\/universityservices\/\" target=\"_blank\">USC website<\/a><\/strong> to learn more and to access services.<\/p>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-5 kt-pane2654_373560-d0\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\">Expanded services through York's Self-serve portal<\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p>With a Passport York ID, staff, faculty, and instructors can now use York's&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/askus.yorku.ca\/portal\/\" target=\"_blank\">Self Serve Portal<\/a>&nbsp;to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Check the status of submitted tickets<\/li>\n\n\n\n<li>Change and reply to open tickets<\/li>\n\n\n\n<li>View the communication history of a ticket<\/li>\n\n\n\n<li>Close a ticket<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-6 kt-pane2654_35e561-cf\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\">Simplifying the hiring processes<\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p>The hiring process at York is much more efficient after the Service Excellence team introduced the following features:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The <a href=\"https:\/\/www.yorku.ca\/service-excellence\/py_community_area\/cpm-job-repository\/\" target=\"_blank\" rel=\"noreferrer noopener\">CPM Job Repository<\/a> now has 20 pre-rated job summary templates for Confidential Professional and Managerial (CPM) roles. Developed in collaboration with the Human Resources department, the job repository makes hiring easier and up to seven weeks faster.<\/li>\n\n\n\n<li>A streamlined CPM Job Summary and Evaluation Form (JSEF) was created, which has reduced the amount of written content required to create a job summary by up to 75%.<\/li>\n\n\n\n<li>A <a href=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/06\/12-step-hiring.pdf\">12-step accelerated <\/a>hiring process now makes it easier for hiring managers to post and fill vacant roles.<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-7 kt-pane2654_971dfc-2e\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\">Streamlined invoicing<\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p>There is a simpler, faster way to process non-purchase order invoices, except for PCard purchases and international payments. Under the new and simpler process, all invoices are sent directly from the vendor to Accounts Payable (AP) and then electronically routed to the relevant department or Faculty for review and approval prior to payment. This change minimizes the effort of purchasers, eliminates paper usage, and enables faster payment for vendors. <a rel=\"noreferrer noopener\" href=\"https:\/\/www.yorku.ca\/finance\/wp-content\/uploads\/sites\/76\/2022\/05\/Finance-Bulletin-Non-PO-Process.pdf\" target=\"_blank\">Learn more<\/a>.<\/p>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-10 kt-pane2654_85d748-83\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\"> Halo ticketing system to serve higher volume requests <\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<h4 class=\"wp-block-heading\">Launched: Feb 9, 2024<\/h4>\n\n\n\n<p><br>To allow the University Services Centre contact centre to serve high-volume requests, the Service Excellence Program is improving workflows for Pension &amp; Benefits and Payroll &amp; Records in Halo. These changes will give Contact Centre staff enhanced capabilities, empowering them to efficiently address the majority of the community\u2019s queries and issues related to Pension &amp; Benefits and Payroll &amp; Records.<\/p>\n\n\n\n<p>The long-term vision is that users will be able to view the full catalogue of USC services and submit requests using the Halo ticketing system, instead of calling or emailing. The ticket status will also be visible online, so users can independently track the resolution of their issues. Halo enhancements will deliver valuable analytics to permit more precise matching of resources to serve the long and short-term needs of the community.<\/p>\n\n\n\n<p><strong>Key benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Progress tracking and faster processing time<\/li>\n\n\n\n<li>Improved convenience and accessibility<\/li>\n\n\n\n<li>More efficient use of University resources<\/li>\n\n\n\n<li>Seamless collaboration between the Contact Centre and functional teams across the University<\/li>\n\n\n\n<li>Enables data-driven decision-making and continuous improvement<\/li>\n\n\n\n<li>Improved satisfaction among the community and Contact Centre staff<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-11 kt-pane2654_d2eed8-f6\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\"> Expanding the University Services Centre Contact Centre <\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<h4 class=\"wp-block-heading\"><strong>Launched: <\/strong>Feb 9, 2024<\/h4>\n\n\n\n<p><br>York\u2019s first Contact Centre will serve as a central hub for staff inquiries concerning University Services Centre (USC) services. A dedicated team of customer service agents will be readily available to resolve inquiries and help users access support from the right team(s). For quick solutions, users will also have the option to access self-serve resources.<\/p>\n\n\n\n<p>During the pilot launch of the Contact Centre, service agents will focus on helping users with inquiries about Pension &amp; Benefits (P&amp;B) and Payroll &amp; Records (P&amp;R). Agents can be reached by phone or email and will be equipped with the necessary knowledge to efficiently resolve routine issues. For more complex inquiries requiring specialized expertise, Contact Centre agents will expertly redirect users to the most appropriate PB and PR teams for resolution.<\/p>\n\n\n\n<p><strong>Key benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Consistent high quality service <\/li>\n\n\n\n<li>Improved convenience and accessibility<\/li>\n\n\n\n<li>Faster responses to administrative inquiries<\/li>\n\n\n\n<li>More efficient use of resources<\/li>\n\n\n\n<li>Increased capacity for specialized teams to resolve complex inquiries<\/li>\n\n\n\n<li>Improved community satisfaction <\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-12 kt-pane2654_50f2aa-70\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\"> Consolidating the purchase order to purchase requisition ('PR-to-PO') process under Sm@rtBuy <\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<h4 class=\"wp-block-heading\">Launched:<strong> Mar 8, 2024<\/strong><\/h4>\n\n\n\n<p>York's existing source-to-pay process is characterized by manual, time-consuming tasks and a lack of transparency. In response, the Service Excellence Program is working to streamline and digitize the Purchase Requisition (PR) to Purchase Order (PO) and change order process (PRPO) to consolidate source-to-pay activities within a single system - Sm@rtBuy - and enhance transparency throughout the process.<\/p>\n\n\n\n<p>Digitizing the PRPO workflow will reduce manual effort, minimize errors and duplication, and make it easier and faster for clients to submit requests and change orders. Users will be able to easily track the progress of their requests and new compliance features will ensure that all requests align with the Signing Authority Register, eliminating the need for email approvals.<\/p>\n\n\n\n<p><strong>Key benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Streamlined and more user-friendly procedures<\/li>\n\n\n\n<li>Greater processing accuracy and speed<\/li>\n\n\n\n<li>Enhanced transparency and quality assurance<\/li>\n\n\n\n<li>Increased staff capacity for other critical tasks and priorities<\/li>\n\n\n\n<li>Improved satisfaction among staff, the community, and suppliers<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-13 kt-pane2654_4431b0-6b\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\" type=\"button\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\"> Faster payments &amp; refunds for international students at the School of Continuing Studies  <\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<h4 class=\"wp-block-heading\"><strong>Launched:<\/strong> April 12, 2024 <\/h4>\n\n\n\n<p>International wire money transfers are among the most complex and labour-intensive payment channels at York. The Services Excellence Program is working to minimize the time and effort involved in processing incoming and outgoing wire payments by enabling the School of Continuing Studies (SCS) to receive and refund international student tuition payments through online portals offered by Convera or CIBC. <\/p>\n\n\n\n<p>A secure pathway for collecting student banking information via Convera is also being introduced to offer a better, faster and more secure way for students to receive refunds. This enhancement will substantially expedite the refund process, increase operational efficiency, and enhance the experience of international students.<\/p>\n\n\n\n<p><strong>Key benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enhanced accuracy and speed of refunds<\/li>\n\n\n\n<li>Convenient direct-to-source refunds<\/li>\n\n\n\n<li>A streamlined and more efficient refund process<\/li>\n\n\n\n<li>Adhere to best practices and standards for the payment of international wires<\/li>\n\n\n\n<li>Increased staff capacity (particularly within Accounts Payable), to address other critical tasks and priorities<\/li>\n\n\n\n<li>Increased satisfaction for staff, community members and suppliers<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:122px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Final Report Read the Service Excellence Program (SEP) final report here. Moving forward, work to identify and implement administrative efficiencies will continue as part of the ¿ì²¥ÊÓƵ Forward Action Plan to advance the University\u2019s academic plan and financial sustainability, specifically project 13, Administrative Service Efficiencies. The University Services Centre (USC) will continue its intended [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"parent":0,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"secondary-page.php","meta":{"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","footnotes":""},"tags":[],"class_list":["post-2654","page","type-page","status-publish","hentry"],"taxonomy_info":[],"featured_image_src_large":false,"author_info":{"display_name":"akolade","author_link":"https:\/\/www.yorku.ca\/service-excellence\/author\/akolade\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/pages\/2654","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/comments?post=2654"}],"version-history":[{"count":255,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/pages\/2654\/revisions"}],"predecessor-version":[{"id":4697,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/pages\/2654\/revisions\/4697"}],"wp:attachment":[{"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/media?parent=2654"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/tags?post=2654"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}