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The UCPath Project

UCPath: The Case for Change
• 190,000 UC employees
• 30+ year old PPS system no longer meets UC needs. Needs to be
replaced.
• 11 customized local versions with no coordination.
• Manual processes needed to augment system limitations
• 15 separate employee databases.
• No consistent process for HR, payroll and academic support
functions.
• No systemwide or standard data reporting for UC.

The Problem
PPS is over 30 years old and no longer meets evolving
operational needs It is unstable, obsolete, costly, inefficient and
presents tremendous risk to the University

The Solution
• Replace PPS with Oracle’s PeopleSoft payroll and HR systems.
• Standardize and streamline Payroll and HR/APO processes UC-wide.
• Centralize transactional related processes within the UCPath Center.
Implement Enabling
Technology
Streamline and
Standardize
Processes
Centralize
Transactional
Activities

The People Behind UCPath

UCPath Project Governance
Executive Sponsors
Executive Steering Team
Meets monthly
Management Workgroup
Meets biweekly
Practices
Board
Change
Control
Board
UCPath
Center
Advisory
Board
Meets biweekly Will meet as needed Meets monthly

UCPath Project Governance
Executive Sponsors
Peter Taylor
Nathan Brostrom
Executive Steering
Team
Monir Ahmed, UC Merced Gretchen Bolar, UC Riverside Wendell Brase, UC Irvine
Susan Carlson, UCOP Ron Cortez, UC Santa Barbara Dwaine Duckett, UCOP
David Ernst, UCOP Erin Gore, UC Berkeley Sarah Latham, UC Santa Cruz
John Meyer, UC Davis Jack Powazek , UCLA Steve Relyea , UC San Diego
Dan Sampson, UCOP Barrie Strickland , UCSF
Management
Workgroup
Mike Allred, UC Davis Rich Andrews, UC Irvine Allison Baird-James, UCLA
Mike Baptista, UCOP Steve Chilcott, UC Davis MC Tricia Hiemstra, UCSB
David Curry, UCLA Sheryl Ireland, UC Merced Peter Woon, UC Irvine MC
Gwen Lake, UCLA MC Don Larson, UC San Diego Mary Doyle, UC Santa Cruz
David Odato , UCSF Jeannine Raymond, UC Berkeley Chuck Rowley , UC Riverside
Dan Sampson , UCOP Nancy Tanaka, UCOP Paul Weiss , UCOP
Paul Craig, UC San Diego MC

Location Project Managers
Jennifer Bellenger, UC Berkeley
Radhika Prabhu, UC Davis
Penny White, UC Irvine
LeAnn Story, UCLA
Kim Groesbeck, UC Merced
Josh Bright, UC Riverside
Toni Hock, UC San Diego
Deb Nickkel, UCSF
Maria Ayllon, UC Santa Barbara
Laurie Eppler, UC Santa Cruz
Gale Sheean-Remotto, UCOP

BPM Subject Matter Experts
Antoinette (Toni) Hock
Arsenia (Nini) Cruz
Bill McCarroll
Bill Solomon
Bob Colio
Cara Morris
Eric Holmes
Gary Nittoly
George Gomez
Kelly Maheu
Marissa Yessis
Michelle York
Pearl Trinidad
Ray Rodriguez
Robert Colio
Sally Brainerd
Traci Carpenter

Business Process Maps

Business Process Maps

Business Process Maps

Business Process Maps

Roles and Responsibilities

UCPath Center Scope of Services: Division of Roles and Responsibilities
Roles
Systemwide COE*
(UCOP)
Strategy, Policy, and
Design
Main Responsibilities
• Systemwide policy and program design
• Leading-practice research
• Consulting to senior leaders on systemwide issues
• Vendor selection , SLA monitoring, resolving systemic
issues, and relationship management
• Locating external resources to supplement expertise and
knowledge
• Creating frameworks and toolkits for use by campuses
and medical centers for systemwide initiatives
• Manage escalated cases or system-wide policy exception
requests
• Involving campus/medical centers and UCPath Center in
systemwide policy and program designs
UCPath Center
Customer Service and
Operational support for
systemwide, in-scope
processes
Campus HR, Payroll,
and APO Teams
Local focus on leader
and employee HR
issues, end-to-end
administration of local
programs
• Workforce Administration and Customer Service
• Payroll Administration and Customer Service
• Benefits Administration and Customer Service
• Leave status tracking in conjunction with local HR
• Handling routine academic and staff (including student
employees) inquiries around policies and process
• Escalate cases and non-routine inquiries to COEs or
campus as appropriate
• Manage HR and Payroll transaction records and
compliance for centralized processes
• Consulting with department/school leaders on issues
affecting employees
• Designing and implementing campus or medical center
specific policies or programs
• Designing and executing existing or new campus/
medical center recruitment, rewards, and learning
and development programs
• Managing local labor and employee relations
• Managing academic review process
• Time and Attendance
• Ownership of personnel and historical records
• Posting payroll data to general ledger
• Managing HR data and standard reporting; consult on ad
hoc data and reporting needs
• Providing central HR systems navigation support and
password resets
• Managing day-to-day/individual vendor issues
• Processing individual and mass transactions**
• Collaborate on new processes, programs and
applications supported/administered by the UCPath
Center
• Communicating to UCOP and Campuses on systemic
issues and trends
• Leave administration and customer support (except
status updates)
• Collecting and analyzing campus/medical center specific
data needs
• Manage escalated cases or campus policy exception
requests and where delegated to the campus
• Supporting the communicating and implementation of
new systemwide policies and programs
• Collaborate with UCOP on new processes, policies,
programs and applications
• Refer faculty and staff to UCPath Center channels

UCPath Center Scope of Services: Division of Roles and Responsibilities
•Workforce, Payroll and Benefits Administration
•Manage HR data for reporting needs
•Leave status tracking with local HR
•Handling Routine academic and staff inquiries – escalate when needed
•Central HR system navigation and support – password resets
•Processing individual and mass transactions
•Reporting on system wide issues and trends
UCPath Center
Customer Service and
Operational support for
systemwide, in-scope
processes
• Workforce Administration and Customer Service
• Payroll Administration and Customer Service
• Benefits Administration and Customer Service
• Leave status tracking in conjunction with local HR
• Handling routine academic and staff (including student
employees) inquiries around policies and process
• Escalate cases and non-routine inquiries to COEs or
campus as appropriate
• Manage HR and Payroll transaction records and
compliance for centralized processes
• Managing HR data and standard reporting; consult on ad
hoc data and reporting needs
• Providing central HR systems navigation support and
password resets
• Managing day-to-day/individual vendor issues
• Processing individual and mass transactions**
• Collaborate on new processes, programs and
applications supported/administered by the UCPath
Center
• Communicating to UCOP and Campuses on systemic
issues and trends

UCPath Center Scope of Services: Division of Roles and Responsibilities
•Design and implementation of campus and medical center policies and programs
•Campus and medical center recruitment, rewards and learning development
•Labor and employee relations
•Managing escalated cases on campus policy
•Academic review processes
•Time and attendance and posting payroll to general ledger
•Personnel and historical records maintenance
•Leave administration
•Collaboration with UCOP on new processes & polices and supporting the
implementation
Campus HR, Payroll,
and APO Teams
Local focus on leader
and employee HR
issues, end-to-end
administration of local
programs
• Consulting with department/school leaders on issues
affecting employees
• Designing and implementing campus or medical center
specific policies or programs
• Designing and executing existing or new campus/
medical center recruitment, rewards, and learning
and development programs
• Managing local labor and employee relations
• Managing academic review process
• Time and Attendance
• Ownership of personnel and historical records
• Posting payroll data to general ledger
• Leave administration and customer support (except
status updates)
• Collecting and analyzing campus/medical center specific
data needs
• Manage escalated cases or campus policy exception
requests and where delegated to the campus
• Supporting the communicating and implementation of
new systemwide policies and programs
• Collaborate with UCOP on new processes, policies,
programs and applications
• Refer faculty and staff to UCPath Center channels

The UCPath Rollout

UCPath Timeline
2010
2011
Concept Development
Project design.
2012
Detailed project design and
implementation.
2013
UCPath open for “Wave One”
locations on July 1, 2013
2014
All locations using UCPath
by October, 2014

Wave 1 Locations
• Implementation will take
place in several waves made
up of small groups of
campuses/medical centers.
• Each wave is able to execute
more efficiently and
effectively by building on the
experience and lessons
learned in the previous wave.
UCOP
•
• The “wave” approach:
• Manages risk
• Builds momentum
• Provides proof of
success

Wave 2 Locations
• Implementation will take
place in several waves made
up of small groups of
campuses/medical centers.
• Each wave is able to execute
more efficiently and
effectively by building on the
experience and lessons
learned in the previous wave.
UCOP
•
• The “wave” approach:
• Manages risk
• Builds momentum
• Provides proof of
success

Wave 3 Locations
• Implementation will take place
in several waves made up of
small groups of
campuses/medical centers.
• Each wave is able to execute
more efficiently and
effectively by building on the
experience and lessons
learned in the previous wave.
UCOP
•
• The “wave” approach:
• Manages risk
• Builds momentum
• Provides proof of
success

Go-Live Dates

UCPath Phased Implementation
2011 2012
2013
2014
2015
Phase 1: Human Resources and Payroll; UCPath Center
Phase 2: Time and Attendance
Phase 3: Additional HR functionality

UCPath Project
Time and
Attendance

UCPath Center – Riverside California

Transition Toolkit
City of Riverside
12/13/2012 28

Los Angeles
Palm
Springs
San Diego

30
UCPath Center
Working in a Shared Service Environment

Specialized Workforce

Full UC System Support

UCPath Center Organizational Structure — Go-Live (Wave 1)
UCPath Executive
Director
(Admin Mgr 4)
FTE: 1
Executive Assistant
(EA 3)
FTE: 1
Customer Service
Director
FTE: 1
Operations
Director
FTE: 1
Quality &
Performance
Manager
FTE: 1
Technology
Manager
FTE: 1
Business
Operations
Manager
FTE: 1
WFA Customer
Service Team
FTE: 12
Payroll Customer
Service
Team
FTE: 14
Benefits
Customer Service
Team
FTE: 17
Admin Support
FTE: 1
WFA
Operations Team
FTE: 15
Payroll
Operations
Team
FTE: 35
Benefits
Operations
Team
FTE: 27
Records &
Fulfillment
Team
FTE: 3
Reporting and
Analytics Team
FTE: 4
Knowledge
Management
Team
FTE: 3
Business Process
Improvement
Team
FTE: 2
Quality &
Performance
FTE: 1
Unit Total: 7
Business Analyst
FTE: 1
IT Support Team
FTE: 2
Portal Analyst
FTE: 1
Unit Total: 5
Training Team
FTE: 2
Talent Acquisition
FTE: 1
Budget
Management
FTE: 1
Facilities Support
FTE: 1
Communications
Unit Total: 45
HR/Payroll/APO
Central
Support Team
FTE: 4
FTE: 1
Unit Total: 7
Admin Support
FTE: 1
Unit Total: 90

UCPath Center Escalation Model
Employee/Manager
Web

Welcome
To The
Knowledge Portal
Knowledge Management

UCPath Center Escalation Model
Employee/Manager
Web
Phone
Online
Case
Tier
1
Tier 1 UCPath
Center
Initial Inquiry

UCPath Center Organizational Structure
Customer Service (CS) Team
Customer Service
Director
FTE: 1
WFA Customer
Service Team
FTE: 12
Payroll Customer
Service
Team
FTE: 14
Benefits
Customer Service
Team
FTE: 17
Admin Support
FTE: 1
Unit Total: 45
Team Responsibilities
• Provide customer service for employees and managers
• Advocate and support use of self-service channels
• Conduct transactions where self-service cannot be
used
• Provide user and transactional support as required
• Provide education and decision support for life and
employment events
• Respond to inquiries by phone or through electronic
messaging regarding:
– Service-specific policies, programs, plans, and
procedures
– Transaction status
• Capture cases/issues/exceptions and escalate
appropriately
• Facilitate timely case resolution and communicate
closure
• Assist in exception handling
• Respond to third-party requests for information (e.g.,
eligibility data, employment verification, data validation)
• Respond to post-termination inquiries

UCPath Center Escalation Model
Employee/Manager
Web
Phone
Online
Case
Tier
1
Tier
2
Tier 1 UCPath
Center
Initial Inquiry
Tier 2 Escalation in UCPath
Center
Specialized Knowledge

UCPath Center Organizational Structure
Operations Team
Payroll Team Focus
• Pre-payroll processing
— Payroll data inputs
— Time files
— Adjustments
— Garnishments
— One-time pay
• Payroll processing
— Gross-to-net calculations
— Edits
— Validations
• Post-payroll processing
— Funding requests
— Files to banks
— Files to check printers
— Manage rejects
— Stop-payment requests
— Revisions
— Balancing deductions
with Accounts Payable
Operations
Director
FTE: 1 (MSP 6)
WFA
Operations Team
FTE: 15
Payroll
Operations
Team
FTE: 35
Benefits
Operations
Team
FTE: 27
Records &
Fulfillment
Team
FTE: 3
Reporting and
Analytics Team
FTE: 4
HR/Payroll/APO
Central
Support Team
FTE: 4
Admin Support
FTE: 1
Unit Total: 90
WFA Team Focus
• Employee-specific data
• Transfers & Job Changes
• Wage increase/changes and
processing
• Leave status changes
• Compliance and regulatory changes
• Mass changes/ reorganizations
• Table maintenance
• Respond to Tier 1 inquiry escalations
• Customer service satisfaction
• Case management administration
Benefits Team Focus
• Benefits program set-up and
maintenance
• Benefits enrollment
• Benefits election changes
• Benefits communication
• Benefits compliance
• 3 rd party service management
• Respond to Tier 1 inquiry escalations
• Customer service satisfaction
• Case management administration
Team Responsibilities
• Respond to Tier 1 inquiry escalations
• Customer service satisfaction
• Case management administration
• Provide direct support to
campus/medical center based
controllers

UCPath Center Organizational Structure
Operations Team (continued)
Operations
Director
FTE: 1
WFA
Operations Team
FTE: 15
Records and Fulfillment Team Focus
• Receive and route incoming documents
• Scan documents
• Document fulfillment
• File/store documents
Reporting and Analytics Team Focus
• Standardized systemwide reports
• Ad-hoc report requests
• Data analysis and trending
Payroll
Operations
Team
FTE: 35
Benefits
Operations
Team
FTE: 27
Records &
Fulfillment
Team
FTE: 3
Reporting and
Analytics Team
FTE: 4
HR/Payroll/APO
Central
Support Team
FTE: 4
Admin Support
FTE: 1
Unit Total: 90
HR/Payroll/APO Central Support
• Provide customer service for HR staff on
WFA, payroll, benefit, leave administration
areas
• APO expertise also needs to include
APO/Health Sciences as a distinct skill set
• Respond to inquiries from HR staff by phone
or through electronic messaging
• Provide guidance around exceptions
• Investigate WFA employee issues
• Support escalated issues on payroll /benefit
issues
Note: This group was formerly known as “HR
for HR”; central HR at the campus will be the
main clients of Central Support. This team
requires deep current UC knowledge and an
ability to execute rather than more
traditional CS skills
Additional Note: Operational Payroll issues
from Controllers would go directly to the
Payroll Operations team

Case Management

UCPath Center Organizational Structure
Quality & Performance Team
Knowledge Management
Team Focus
• Maintain knowledge
management database
• Ensure knowledge
management process and
procedures are maintained
throughout the organization
• Manage influx of new
knowledge from outside the
center (e.g., policy changes)
• Assist with creation/refresh
knowledge management
training content
Quality &
Performance
Manager
FTE: 1
Knowledge
Management
Team
FTE: 3
Business Process
Improvement
Team
FTE: 2
Quality &
Performance
FTE: 1
Unit Total: 7
Business Process Team Focus
• Evaluate and improve process
efficiency, compliance, and
customer satisfaction
• Develop process improvement
initiatives
• Assist with creation/refresh process
improvement training content
Quality and Performance Focus
• Track and monitor overall quality,
performance and compliance
• Evaluate and improve process
efficiency, compliance, and
customer satisfaction
• Develop improvement initiatives
• Evaluate HR performance measures
• Manage audit procedure
• Assist with creation/refresh
knowledge management training
content

UCPath Center Organizational Structure
Technology Team
IT Support Team Focus
• Provide day-to-day UCPath Center
hardware/software technology
support
• Provide maintenance and on-site
troubleshooting for UCPath Center
hardware and software
• Vendor management as applicable
• NOTE: Interface programming and
PS technical configuration is
supported by ITS.
Technology
Manager
FTE: 1
Business Analyst
FTE: 1
IT Support Team
FTE: 2
Portal Analyst
FTE: 1
Unit Total: 5
Business Analyst Focus
• Work with UCPath Management to
identify critical technology
improvement /upgrade projects
• Manage UCPath Center IT projects
• Develop new technology
requirements
Portal Analyst Focus
• Plan and shape the access channels
for UCPath Center services
• Maintain portal content
• Promote understanding and
adoption of employee and manager
self-service capabilities
• Partner with ITS on any issues that
may impact the customer
experience

UCPath Center Organizational Structure
Business Operations Team
Facilities Support Focus
• Space planning
• Equipment
• Custodial
• Ergonomics
• Security
• Parking
Communications Focus
• Develop communications strategy
within UCPath Center and with
customers
• Execute strategy
Business
Operations
Manager
FTE: 1
Training
Team
FTE: 2
Talent Acquisition
FTE: 1
Budget
Management
FTE: 1
Facilities Support
FTE: 1
Communications
FTE: 1
Unit Total: 7
Training
• Work with UCPath Center managers to
design and improve training objectives
• Develop & deliver core training content
Talent Acquisition
• Job postings
• Resume screening
• Interview, offer and onboarding
coordination
Budget Management
• Maintain financial data
• Provide expertise in financial
administration and budget planning to
UCPath Center directors and managers
• Responsible for financial data audits

Training

UCPath Center Escalation Model
Web
Phone
Employee/Manager
Tier
4
Tier 4
Office of the President
Advise HR Leaders and staff on policy exceptions and
escalated cases
Locate external resources to supplement expertise and
knowledge as needed
Manage high-risk, compliance-driven cases to
resolution
Online
Case
Tier
1
Tier 1 Systemwide
Service Center
Initial Inquiry
Field initial inquiry
Ask clarifying questions
Tier
2
Provide policy, program, or plan information
Document cases
Execute approved exceptions
Transfer to Tier 2 as applicable
Tier
Tier 2 Escalation in SSC
Specialized Knowledge
within Shared Services
Understand the specific situation
Apply policies, programs, or plans
Document and escalate cases as appropriate
Offer alternatives and considerations to employees
Investigate and resolve escalated cases
Interpret policies, programs, or plans
3 Tier 3 Escalation to campus
Campus Resources
Provide approvals, decisions, and communications
Interpret compliance policies, programs, and plans
Advise managers on employee relations issues
Manage high-risk, compliance-driven cases to
resolution
Investigate employee disputes and claims
Participate in Tier 1-3 case resolution as needed

How they will learn it

UCPath Website
http://ucpath.universityofcalifornia.edu/

UCPath Website

UCPath: Recruiting Hiring Timeline

Transition Toolkit Modules
UCPath has developed a series of informative presentations to tell you more about
the UCPath Center. The following presentations will be beneficial to anyone
considering the next phase of their career at UCPath. They can be found on the
new UCPath website at ucpath.ucop.edu

UCPath Center
Recruitment Strategy and Plan

UCPath recruiting is now open
Career opportunities in:
• Benefits
• Payroll
• Human Resources
• Fulfillment & Records
• Business Operations
• HR Information Systems
• Quality and Performance
• Customer Service
53

UCPath Jobs
UCPath expects to hire 156 people by
April 1, 2013 and up to 500 people by the time
the UCPath Center is fully operational in
October, 2014.
WAVE I
156 PLACEMENTS
TARGETED
EARLY APRIL
2013
WAVE II
175 PLACEMENTS
TARGETED
DECEMBER 2013
Wave III
170 PLACEMENTS
TARGETED
APRIL 2014
54

Key Dates
Recruiting opens: November 26, 2012
Recruiting closes for managerial, technical, and executive
support positions: December 21, 2012
Recruiting closes for all other UCPath Center positions:
January 18, 2013
Start date: April 1, 2013 (targeted)
UCPath Center opens for business: July 1, 2013
55

WAVE I CRITICAL JOB OPENINGS
BUSINESS ANALYST
BUSINESS OPERATIONS MANAGER
CUSTOMER SERVICE ADMINISTRATIVE ASST
CUSTOMER SERVICE MANAGER
CUSTOMER SERVICE SUPERVISOR
EXECUTIVE ASSISTANT
FACILITIES SUPPORT SPECIALIST
HR/APO CENTRAL SUPPORT MANAGER
OPERATIONS ADMINISTRATIVE ASSISTANT
OPERATIONS MANAGER, BENEFITS
OPERATIONS MANAGER, PAYROLL
OPERATIONS MANAGER, WFA
OPERATIONS SUPERVISOR, BENEFITS
OPERATIONS SUPERVISOR, PAYROLL
PORTAL ANALYST
QUALITY & PERFORMANCE MANAGER
SENIOR HRIS SUPPORT ANALYST
SENIOR SHARED SERVICE TECH ANALYST
TALENT ACQUISITION SPECIALIST
TECHNOLOGY MANAGER

WAVE I GENERAL JOB OPENINGS
COMMUNICATIONS SPECIALIST
CUSTOMER SERVICE REPRESENTATIVE
DATA ANALYTICS LEAD
FINANCIAL ANALYST
KNOWLEDGE MANAGEMENT ANALYST
OPERATIONS ASSISTANT, BENEFITS
OPERATIONS ASSISTANT, PAYROLL
OPERATIONS ASSISTANT, WFA
OPERATIONS ASSOCIATE, BENEFITS
OPERATIONS ASSOCIATE, PAYROLL
OPERATIONS ASSOCIATE,WFA
PERFORMANCE METRICS & QUALITY ANALYST
PROCESS IMPROVEMENT ANALYST
RECORDS & FULFILLMENT ASSISTANT
RECORDS & FULFILLMENT SUPERVISOR
REPORTING & ANALYTICS SUPERVISOR
REPORTING ASSOCIATE
SENIOR ACADEMIC PERSONNEL PARTNER
SENIOR CUSTOMER SERVICE REPRESENTATIVE
SENIOR HUMAN RESOURCES PARTNER
SENIOR PROCESS IMPROVEMENT ANALYST
SENIOR REPORTING ASSOCIATE
SENIOR TRAINER
TRAINER

Open now for all UC Employees
UC employees do not need to wait for their
campus or medical center location to transition
to UCPath in order to apply for UCPath Center
career opportunities.
You can apply at this time.
58

Priority for Current UC Employees
The University is committed to supporting the UC community
by giving priority consideration to current UC employees
applying to the UCPath Center.
Applications from current UC employees will be screened,
qualified applicants will be interviewed, and job offers will be
made prior to interviewing external applicants.
In the event that two candidates are equally qualified, priority
will be given to current UC employees.
59

Hiring Process
Apply at: http://jobs.universityofcalifornia.edu
Pre-screen
Phone interview
In-person interview
6
0

Learn more and apply
Learn more
http://UCPath.universityofcalifornia.edu
Apply
http://jobs.universityofcalifornia.edu
61

Questions