{"668001":{"#nid":"668001","#data":{"type":"news","title":"Delivering Better Administrative Services to Support the Growing Needs of Campus ","body":[{"value":"\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003ESince the Administrative Services Center (ASC) began operating last fall as Georgia Tech\u2019s first administrative shared services center, the ASC team has focused much of their resources on shifting transactional, human resources-related activities, like direct hiring, to a shared services model while improving processes and procedures related to the overall hiring process. This summer, they will continue to refine and support HR-related transactions while integrating additional administrative support teams from the Office of Information Technology (OIT) and the Georgia Tech Research Institute (GTRI) into their service portfolio.\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003E\u201cThe Institute is growing, and we need to change the way we deliver administrative services to better support the evolving needs of our students, faculty, researchers, and staff,\u201d said Ira Bragg, ASC executive director. \u201cOur mission is to make high-volume, routine administrative transactions less complicated and easier to accomplish with fewer headaches. We are currently working with central functional units to identify, transition, and enhance the types of activities that will ease the administrative burden and generate a significant benefit for the community at large.\u201d\u0026nbsp;\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cul\u003E\r\n\u003C\/ul\u003E\r\n\r\n\u003Ch5\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cstrong\u003E\u003Cspan\u003EA Focused Approach to Service Improvements\u003C\/span\u003E\u003C\/strong\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/h5\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003ETo date, the ASC has had several successes as the team works toward improving the hiring experience for hiring managers, HR Partners (HR Business Partners and HR Directors), and candidates. \u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003EFor example, the majority of student hiring is done through the Direct Hire eRequest Form, which digitizes the process of capturing and routing the information needed to process direct hire requests in a more accurate, complete, and timely manner. In addition, the ASC introduced the real-time Direct Hire Reporting Tool, which helps reduce the guesswork and alleviate the administrative burden associated with tracking and troubleshooting candidates throughout the hiring process. Together, these improvements are helping to reduce the time to process a direct hire from an average of 15.8 days to 10.4 days \u2014 a 34% improvement. \u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003EThe ASC also processes all Manager Self-Service (MSS) transactions submitted via OneUSG Connect. The transactions, which span the employee life cycle, range from name changes to retirements. Even with a reported 12% increase in MSS transactions for the first quarter of 2023, the ASC reported a 34% reduction in denied transactions. Bragg attributes this success to a \u201ctry before you deny\u201d approach supported by increased tracking and analytics to better understand the cases flowing through OneUSG Connect, as well as enhanced training for the ASC teams involved in hiring. As with direct hires, the ASC is seeing notable improvements in the hiring cycle time for MSS transactions, from 4.2 to 2.5 days \u2014 a 41% improvement. \u0026nbsp;\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003EAdditionally, the ASC customer service team is improving its ability to resolve customer inquiries on first contact. At launch, the team was able to successfully resolve 45% of incoming inquiries \u003C\/span\u003E\u003Cspan\u003Ewithout needing to take the matter to a higher level of support\u003C\/span\u003E\u003Cspan\u003E. Today, the team is resolving 66% of incoming inquiries and aims to reach 85% \u2014 the industry standard \u2014 by year end.\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003EIn addition to making tangible service improvements, the ASC has also been streamlining content articles in Service-Now that are designed to address commonly asked questions and provide a better self-service experience. The ASC team has collaborated with central functional units, like GTHR, to review more than 1,500 articles and is on track to reduce the number of articles to approximately 700 by July, through updates, consolidation, and removal of duplicate content. The articles are now role-based, which helps ensure users are finding information that is most relevant to their job responsibilities.\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Ch5\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cstrong\u003E\u003Cspan\u003EMore Services and Enhancements Coming This Summer\u003C\/span\u003E\u003C\/strong\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/h5\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003ELooking ahead, the ASC will welcome several new teams into its portfolio and continue to position itself as the one-stop shop for other high-volume, routine administrative services and assist in retooling resources for an improved user experience.\u0026nbsp; \u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003EBeginning this fiscal year, several services in OIT will be transitioning to the ASC. This includes teams from Audio Visual, the Enterprise Service Desk, and Directory Services. The ASC team will also be collaborating with central functional units to define a clear scope of finance and research administrative functions that could be improved by a shared-services model. \u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003EGTRI\u2019s recruiting team will also be integrated into the ASC in alignment with Tech\u2019s overarching \u003Cspan\u003E\u003Cspan\u003Epeople-focused strategy to provide consistent HR services that support growth across all areas of the Institute \u2014 including GTRI.\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003EIn further support of this strategy, the ASC will also continue supporting GTHR in improving policies, procedures, and tools to provide greater efficiencies and transparency. \u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cul\u003E\r\n\t\u003Cli\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cstrong\u003E\u003Cspan\u003EPay Equity Report Tool\u003C\/span\u003E\u003C\/strong\u003E\u003Cspan\u003E: Provide HR Partners and compensation teams with access to internal faculty and staff pay data and external candidate data for improved transparency and faster decision-making.\u0026nbsp;\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/li\u003E\r\n\t\u003Cli\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cstrong\u003E\u003Cspan\u003ECompensation Policies\u003C\/span\u003E\u003C\/strong\u003E\u003Cspan\u003E: Update select Georgia Tech compensation policies to enable greater flexibility (i.e., removing approval steps) while aligning with the University System of Georgia\u2019s requirements.\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/li\u003E\r\n\t\u003Cli\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cstrong\u003E\u003Cspan\u003ECompensation Intake Form\u003C\/span\u003E\u003C\/strong\u003E\u003Cspan\u003E: Deploy an online Compensation Intake Form, which will make submitting inquiries to the GTHR compensation team more accurate and efficient.\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/li\u003E\r\n\t\u003Cli\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cstrong\u003E\u003Cspan\u003EPerformance Management @Tech\u003C\/span\u003E\u003C\/strong\u003E\u003Cspan\u003E: Add the Probationary Period Evaluation to the Performance Management @Tech online tool for staff, with self-evaluation and annual performance evaluations planned for fall.\u0026nbsp;\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/li\u003E\r\n\t\u003Cli\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cstrong\u003E\u003Cspan\u003EEmployee Records: \u003C\/span\u003E\u003C\/strong\u003E\u003Cspan\u003EDigitize the process of accessing employee files through ServiceNow requests.\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/li\u003E\r\n\t\u003Cli\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cstrong\u003E\u003Cspan\u003E\u003Cspan\u003EHiring and Hosting Eligibility Determination eForms: \u003C\/span\u003E\u003C\/span\u003E\u003C\/strong\u003E\u003Cspan\u003E\u003Cspan\u003EStreamline the\u003Cstrong\u003E \u003C\/strong\u003Eprocessing of hiring and hosting foreign national employees and affiliates.\u003Cstrong\u003E \u003C\/strong\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/li\u003E\r\n\u003C\/ul\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003EIn eight months of operation, the ASC is seeing tangible results from its efforts. Bragg added that while these initial improvements are targeted to select campus audiences, their ripple effect, and future administrative service improvements, will have a positive impact on the entire Georgia Tech community. \u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n\r\n\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003E\u003Cspan\u003EYou are invited to explore the ASC at \u003Ca href=\u0022https:\/\/gatech.service-now.com\/asc\u0022\u003Easc.gatech.edu\u003C\/a\u003E. \u003C\/span\u003E\u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n","summary":"","format":"limited_html"}],"field_subtitle":"","field_summary":[{"value":"\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EThe Administrative Services Center is eight months into its journey to improve the delivery of administrative services to the Georgia Tech community. \u003C\/span\u003E\u003C\/span\u003E\u003C\/p\u003E\r\n","format":"limited_html"}],"field_summary_sentence":[{"value":"The Administrative Services Center is eight months into its journey to improve the delivery of administrative services to the Georgia Tech community. "}],"uid":"27164","created_gmt":"2023-06-06 16:23:34","changed_gmt":"2023-06-08 12:43:58","author":"Rachael Pocklington","boilerplate_text":"","field_publication":"","field_article_url":"","dateline":{"date":"2023-06-06T00:00:00-04:00","iso_date":"2023-06-06T00:00:00-04:00","tz":"America\/New_York"},"extras":[],"hg_media":{"670934":{"id":"670934","type":"image","title":"ASC By the Numbers June 2023.jpg","body":"\u003Cp\u003EIn addition to hiring transactions, the ASC has welcomed 4,991 employees through its doors to assist with completing the final stages of the onboarding process onsite which includes I-9 completion for 4,696 employees and generating more than 731 BuzzCards.\u0026nbsp;\u003C\/p\u003E\r\n\r\n\u003Cp\u003EIn addition, the ASC has managed customer inquiries totaling more than 6,600 phone calls and 6,766 general help tickets.\u003C\/p\u003E\r\n","created":"1686069079","gmt_created":"2023-06-06 16:31:19","changed":"1686228231","gmt_changed":"2023-06-08 12:43:51","alt":"ASC by the Numbers as of June 2023","file":{"fid":"253907","name":"ASC By the Numbers June 2023.jpg","image_path":"\/sites\/default\/files\/2023\/06\/06\/ASC%20By%20the%20Numbers%20June%202023.jpg","image_full_path":"http:\/\/www.tlwarc.hg.gatech.edu\/\/sites\/default\/files\/2023\/06\/06\/ASC%20By%20the%20Numbers%20June%202023.jpg","mime":"image\/jpeg","size":282063,"path_740":"http:\/\/www.tlwarc.hg.gatech.edu\/sites\/default\/files\/styles\/740xx_scale\/public\/2023\/06\/06\/ASC%20By%20the%20Numbers%20June%202023.jpg?itok=mpRIfyG9"}}},"media_ids":["670934"],"groups":[{"id":"644175","name":" Administrative Excellence (AdminX) "},{"id":"64319","name":"Administration and Finance"},{"id":"220261","name":"Finance and Planning"},{"id":"64303","name":"Human Resources"},{"id":"1214","name":"News Room"},{"id":"174291","name":"OIT"}],"categories":[{"id":"42901","name":"Community"}],"keywords":[{"id":"187163","name":"administrative excellence"},{"id":"79261","name":"ASC"}],"core_research_areas":[],"news_room_topics":[{"id":"71871","name":"Campus and Community"}],"event_categories":[],"invited_audience":[],"affiliations":[],"classification":[],"areas_of_expertise":[],"news_and_recent_appearances":[],"phone":[],"contact":[{"value":"\u003Cp\u003ERachael Pocklington\u003Cbr \/\u003E\r\nInstitute Communications\u003C\/p\u003E\r\n","format":"limited_html"}],"email":["rpocklington@gatech.edu"],"slides":[],"orientation":[],"userdata":""}}}