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What is WVU Shared Services, and how does it affect how my unit functions?
WVU Shared Services is a unit within Strategic Initiatives that provides a faculty and staff one-stop shop for support in the areas of human resources, financial management and sponsored-projects financial management. There are two primary functions of Shared Services:
- If someone in your unit has questions about how to accomplish something related to human resources, financial management or sponsored-projects financial management, they can contact the Shared Services Center for assistance.
- Shared Services also handles the processing of routine, non-unique transactions. Examples include approving purchases, timecard approvals and creating positions.
When did Shared Services go live?
The Shared Services Center and online Salesforce Community became operational on Jan. 27, 2020. Our Customer Care team also became available on this date to assist faculty and staff via phone, email and online chat.
Many transactional activities from the other areas of the service center are still transitioning at this time, and we will continue to roll out additional services throughout the month of February. If there is an area that we need to phase for a unit, we will work with the unit accordingly.
The Shared Services storefronts provide walk-up support for faculty and staff. Locations include:
- The third floor of One Waterfront Place.
- The ground floor of the Mountainlair (Room G4A).
- The first floor of the National Research Center for Coal and Energy building (Room 104).
We also plan to open a storefront on the ground floor of Health Sciences South in the coming weeks. And in late spring, WVU Institute of Technology and WVU Potomac State College will begin operating Shared Services storefronts on their respective campuses.
How do I access support from the Shared Services Center?
For general questions and support, there are multiple ways to contact the Shared Services Center:
- Phone: 304-293-6006
- Email: firstname.lastname@example.org
- Online chat (via the Salesforce Community)
- Salesforce Community discussion boards
- Shared Services Storefronts
What is a WVU Shared Services Center Storefront?
A storefront is a location that provides walk-up, in-person Shared Services support. These locations will include the third floor of One Waterfront Place, the ground floor of the Mountainlair, the first floor of the National Research Center for Coal and Energy building and the ground floor of Heath Sciences South.
In late spring 2020, WVU Institute of Technology and WVU Potomac State College will begin operating storefronts out of existing locations that support business functions.
How have processes changed for faculty or staff through Shared Services?
Many of the processes (e.g., making purchases or approving personnel work time) are not changing in a significant way for faculty and staff outside of the unit’s established Executive Business Office (EBO).
If a faculty or staff member previously submitted a form to their EBO, the form should continue to be submitted to them. Note the form may route differently behind the scenes in the future; however, the faculty or staff member should not experience any difference except for the benefit of being able to track the request through the Salesforce case-management system.
If a faculty or staff member needs help with business activities (e.g., reconciling travel, making a purchase, hiring someone, etc.) or has any general questions, our Customer Care team will be available for assistance.
The Salesforce Community will provide knowledge-base articles to walk faculty and staff through processes they may need to complete. If faculty and staff have additional questions, they can reach out to the service center in a variety of ways (e.g., phone, email, online chat, posting a question to the Salesforce Community and walk-up support).
What is the Salesforce Community?
Salesforce is the Shared Services Centers’ case-management and knowledge-base platform. Salesforce is considered a community for accessing support.
On the case-management side of Salesforce, when someone contacts the service center, a case is created and linked to the individual’s WVU identity. This is our method for tracking all items related to a case. Using Salesforce, you also can see all changes to your case and view all past cases that have been completed. This means that we no longer must keep track of hundreds of email messages — each service center member will have active cases they can easily track, update and modify.
The other side of Salesforce is the knowledge base, which contains articles on many of the human resources, financial management and sponsored-projects financial management processes across the University. The knowledge base includes tutorials and step-by-step guides on how to complete a process. The articles also will list who to contact if the individual who provides the support is outside of the service center.
The Salesforce platform offers a Google-like search capability and many reporting tools. This allows us to see how frequently individuals are searching a topic. If users are not finding what they are looking for, we can create an article to fill this need.
Salesforce also has a discussion board component, where faculty and staff can ask questions to the community. Discussions related to processes and procedures will occur in this location.
How will I access the Salesforce Community?
How should I participate in the Salesforce Community discussion boards?
We encourage faculty and staff to participate in discussion boards about a variety of topics. Since you already will be logged into the Salesforce Community, any comments you make will be tied to your profile. All comments will be reviewed by a moderator for appropriateness and to confirm accuracy.
Please follow these guidelines when posting on the Salesforce Community discussion boards:
- Ask questions in a respectful manner. Other members of the community and our small team of Customer Care moderators will engage in the discussion to get answers.
- Be friendly, engaging and helpful. As a community, we can help determine other areas that need support. This will help us make any necessary modifications to our support operations.
- Negative comments and insults are not helpful. If a conversation is turning negative and not useful, our moderators will work to end the conversation online and directly reach out to community members to resolve their challenges.
- Personal attacks against others in the community will not be permitted. In such situations, the discussion thread will be closed and comments may be removed.
What changes should I expect once we fully transition to Shared Services?
Our goal is to improve customer service for faculty and staff and help you work smarter. Benefits of Shared Services include:
- A community available to answer questions and find answers. You won’t have to worry about your question sitting in someone’s inbox for weeks — you will receive prompt communication and will be kept in the loop while we find you the correct answers.
- Reporting to your unit on a monthly basis to provide data on what type of questions came into the Shared Services Center.
- Relief from certain transactional work being handled by strategic people in your unit.
- Continued operational excellence support — our goal is to make processes more user-friendly and efficient through technology and process improvement.
What types of activities does the Shared Services Center support?
The Shared Services Center handles transactional work to allow academic unit leaders to focus more on strategic and analytic activities. Some of the Shared Services Center transactional support areas include processes across human resources, financial management and sponsored-project financial management (e.g., timecard approvals, payroll adjustments, onboarding of new employees, benefits enrollment, sponsored project management and financial reconciliations). View this page for more information on our services and support offerings.
What is the makeup of the Shared Services Center?
There are five main areas within the service center: Customer Care, Financial Management, Sponsored-Projects Financial Management, Workforce Administration and Operational Excellence. These teams will work together to provide you the best customer service possible.
Each unit will provide various types of support:
- Customer Care employs agents with a primary purpose of answering questions and resolving challenges for our employees.
- Financial Management has time collection, revenue, telephone billing, reconciliation and reporting and payment groups.
- Sponsored Projects Financial Management handles accounting, billing, reconciliation and financial reporting activities as they relate to externally sponsored activities.
- Workforce Administration specializes in transactional support of the full-employee lifecycle, including hiring and onboarding activities, administering benefit enrollment processes and maintaining personnel files.
- The Operational Excellence team focuses on improving service and business process activities through continuous-improvement review and customer engagement.
How does the service center change how I interact with the Centers of Expertise (e.g., Talent and Culture and the Division of Finance)?
The service center acts as the "front door" for answers to questions or resolutions of issues. The service center team also works with other service-delivery groups across WVU if a question is outside the scope of support we provide. Our motto for WVU Shared Services is, “when in doubt, reach out.”
Is there a continuous-improvement model in place to allow for constructive feedback?
We encourage feedback, and any comments or suggestions we receive will be tracked. A primary purpose of the Salesforce case-management system is to provide data that can be analyzed. If any of the changes we make to simplify or standardize a process are determined to be inefficient, we will work with units to update our processes. Our goal is to improve processes and support for our customers, so we appreciate feedback on how we can better serve you.
Does each unit have the same primary contacts within the Shared Services Center for different areas (e.g., the same point of contact for payroll, purchasing, billing, etc.)?
When the Shared Services Center initially launched, you had the same primary contacts in each area. However, over time, we will begin training others to support your unit, so we can leverage work within the Shared Services Center. If there is a time when a contact is not known, reach out to the service center, and we will connect you with the correct person.
Additional questions? Contact us at email@example.com or 304-293-6006.