Microsoft Word - SLA - Business and Financial Services for FY2017

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Service Level Agreement

Business &

Financial Services

Jul 2016 – Jun 2017

SERVICE LEVEL AGREEMENT

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CONTENTS

1.0 Executive Summary ............................................................................................ 2

2.0 Service Line Summary ...................................................................................... 32

3.0 General Service Overview ................................................................................ 32

4.0 Service Line Detail ............................................................................................ 43

SERVICE LEVEL AGREEMENT

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1.0 E

XECUTIVE SUMMARY

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AspartoftheBusiness&AdministrativeServicesorganization,themissionofthedivisionof

BusinessandFinancialServices(BFS)istosupportresearch,instruction,andpublicserviceby

providingprompt,reliablebusinessservices,financialservices,andrelatedinformationwhile

balancingcompliancewithapplicablelaws,regulations,andpolicies.

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TheBusiness&FinancialServicesdivisionofBASiscomprisedofthefollowingdepartments:

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1. Accounting

 AccountsPayableandTravel

 Banking/Treasury

 ControlsandAccess

 ExtramuralFunds

 GeneralAccounting

 Payroll

2. BusinessContracts

3. Cashiers

4. EquipmentManagement

5. ProcurementServices

 Purchasing

 ProcurementCard(ProCard)

6. StudentBusinessServices

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BFSistheFunctionalOwnerofth efollowingcampusbasedsystems:UCRFinancialSystem

(UCRFS),CashCollectionReportingandReconciliationSystem(CCRRS),ContractandGrant

AwardandNotificationSystem(eAward),EnterpriseAccessControlSystem(EACS),eBuy

(purchasingsystem),iTravel(traveladvanceandreimbursementsystem),ePay(paymentrequest

system),EquipmentManagementSystem,GoldenTreeModificationSystem(cost

centers/projectcodes),JournalDocumentationSystem,LedgerReconciliationandStorage

System(LRSS),PrincipalInvestigatorWebReportingSystem(PIWRS),PayrollCertification

System,PayrollPersonnelSystem(PPS),SISBilling/Receivables,DistributionofPayrollExpense

DataWarehouse(SuperDOPE),Time&AttendanceReportingSystem(TARS),UCRFSTotals(GL

andSISDataWarehouse),iReport(electronicreportretrievalsystemforPPS,SIS‐Financial,

EquipmentManagement),andWebRecharge.

SERVICE LEVEL AGREEMENT

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2.0 S

ERVICE LINE SUMMARY

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3.0 G

ENERAL SERVICE OVERVIEW

[This section will be used to provide an overview of the statistics relevant to the unit – bullet format

Statistics and facts need to be relevant to business operations. For example, it’s relevant to know that

physical plant maintains x million square feet, as this affects service]

W2sissuesinCalendarYear2015:13,000(FY2015salaryandbenefitexpenditures$490M)

PurchaseOrder(PO)InvoicesprocessedinFY2015:89,000

Non‐POtransactions(e.g.travel,ePay)processedinFY2015:37,000

ServiceLine Summary

Service

LevelofService 

Page#

CoreService

Premium

Service

Recharge

Service

UnitServices

AccountsPayable√

04

Banking/Treasury√

05

BusinessContracts√06

CashiersOffice(Main)√√06

Controls&Access√07

ExtramuralFundManagement√08

EquipmentManagement√08

GeneralAccounting√09

iTravel/ePay√10

Payroll√10

StudentBusinessServices(SBS)√√11

ProcurementServices√√12

SERVICE LEVEL AGREEMENT

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Contract&GrantfundswithactivityinFY2015:1,400

POsissued(new)inFY2015includingDepartmentAuthorizedPOs(DAPOs):70,000

StudentbillingsstatementsgeneratedinFY2015:205,000

StudentpaymenttransactionsinFY2015:184,000

APchecksissued:40,000;APElectronicFundTransfer(EFT)paymentsissued:14,000,

Payrollchecksissued:15,000,PayrollEFTpaymentsissued:50,000(approx.),Student

InformationSystem(SIS)checksrefundsissued21,000,SISEFTrefundsissued48,000

UCRFSGeneralLedgertransactionsinFY2015:1,639,000

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4.0 S

ERVICE LINE DETAIL

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NameofService:

AccountsPayable (Accounting)

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BriefDescriptionofService:

ProcessPOrelatedinvoicepaymentsensuringpropersalestax

assessment,matchingandmatchexceptionresolution,vendor

statementreconciliation,taxpayments,withholding,and

reporting,andvendormaintenance.

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CustomersEligibleto

RequestService:

Allcampusdepartments

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WebAddress http://accounting.ucr.edu/accounts_payable/

ServiceLeve lAgreement

Specifics:

 EnterinvoicesintoUCRFSwithin10daysofreceiptinthe

AccountingOffice.

 Resolvematchexceptionswithin10daysofentry.

 Processinvoicesperthepaymenttermsofthepurchase

orderwhiletakingadvantageofpromptpayment

discountswhenapplicable

 Respondtovendoradd/modificationrequestswithin

two

businessdays.

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RechargeSe rvices None

PremiumServices None

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SERVICE LEVEL AGREEMENT

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NameofService:

Banking/Treasury (Accounting)

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BriefDescriptionofService:

Responsibleforallcampusbankingactivitiesincludingbank

reconciliation,bankrelationships,disbursements(check,

electronicfundtransfer,wires),deposits,andstoppayments;

processingSTIP;performingcashmanagementandcashflow

activities;andcoordinatingstaledatingofchecks.

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CustomersEligibleto

RequestService:

Allcampusdepartments

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WebAddress www.accounting.ucr.edu

ServiceLeve lAgreement

Specifics:

GenerateAccountsPayablerelatedEFTpaymentsdaily

GeneratepapercheckpaymentsforAccountsPayablerelated

paymentsthreetimesperweek.

MonthlyreconciliationofUCRbankaccountsfordepositsand

disbursementsandmanagingrelatedcontrols(e.g.positivepay

filesandexceptions,filters,bankconfirmations,etc.)within30

daysofledgersclose.

GeneratepapercheckpaymentsforPayrollrelatedpayments

witheachpayrollcompute.

Generatepapercheckpaymentsforstudentrefundrelated

paymentsthreetimesperweek.

Generatewirepaymentsasrequired.

Recordincomingelectronicpaymentsandotherbanking

transactionstogeneralledgernolessfrequentlythanweekly.

Participationinselectionof

UC’sbankingentities,currentRFPfor

depositoryaccount

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RechargeSe rvices

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None

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PremiumServices

None

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SERVICE LEVEL AGREEMENT

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NameofService:

BusinessContracts

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BriefDescriptionofService:

Responsibleforexecutingrevenuegeneratingandothernon‐

C&G,non‐realestateagreementsonbehalfofthecampus.

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CustomersEligibleto

RequestService:

Allcampusdepartments

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WebAddress http://procurement.ucr.edu/contracts/

ServiceLeve lAgreement

Specifics:

Standardtemplateswillbeprocessedwithin7businessdays;

initialreviewofnon‐standardagreementsconductedwithin7

businessdays.GoalforFY2017istoimprovetransparencyin

theprocessandexaminedelegationsofauthorityusing

templates.

RechargeSe rvices

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None

PremiumServices None

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NameofService:

CashieringServices (Main)

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BriefDescriptionofService:

TheMainCashier’sOfficeforthecampusisresponsibleforthe

acceptanceandprocessingofincomingpaymentstothe

University,includingstudentpaymentsprocessedviaGROWL;

coordinatingcreditcardcomplianceactivities(PCI),coordinating

armoredcarservices;issuingpettycashfunds.Provides

oversightandguidanceofothercashiering

andsub‐cashiering

unitsandtheirinternalcontrols.

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CustomersEligibleto

RequestService:

Allcampusdepartmentsandstudents

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WebAddress http://sbs.ucr.edu/

ServiceLeve lAgreement

Specifics:

Ensureintegrityandsecurityofon‐linestudentpaymentsvia

creditcardande‐checkonGROWLandensuringproperposting

tothegeneralledgerandstudentaccounts.

Acceptanceandprocessingofmailedandin‐personpayments

SERVICE LEVEL AGREEMENT

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Acceptanceandprocessingofdepartmentdepositsforunitsnot

utilizingarmoredcarpick‐up.

Annualreviewofcashhandlingunits.

Coordinatescreditcardmerchantactivitiesandsecurepayment

gateway.

FunctionalowneroftheCashCollectionReconciliationand

ReportingSystem.

Developcampusproceduresforcashhandling.

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RechargeSe rvices

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Noneundernewbudgetmodel(feeforsecuregatewayusage

nowincludedincoreservices).Expendituretransfers(NCTs)will

continuetobeprocessedforarmoredcarservices.

PremiumServices

SpecificcashieringservicesprovidedtoHousing,Dining,&

Residentialservices

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NameofService:

Controls andAccess (Acco unting)

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BriefDescriptionofService:

Responsibleforgeneralcampusinternalcontrolsby

documentingandimplementingcontrolsforauditpurposes,

providingguidancetocampus,andcoordinatingexternalaudits.

ResponsibleformaintenanceofdepartmentalSystemsAccess

Administrators(SAA).ResponsibleforoversightofBFSsystems

(seelistinExecutiveSummary)andrelatedcontrols.

CustomersEligibleto

RequestService:

Allcampusdepartments



WebAddress http://bfs.ucr.edu/

ServiceLeve lAgreement

Specifics:

ExternalAuditCoordinationoffiscalyearend,Research&

Development(R&D),StudentFinancialAid(SFA),Athletics

(NCAA),andotheragencyaudits,wherepossiblerespondtothe

variousrequestsforinformationbyutilizingdataincampus

systemsandminimizeimpactoncampusdepartments.

Developanddocumentcampusinternalcontrolsforaudit



purposes

EstablishdepartmentandapplicationSystemAccess

Administrators(SAAs).

Minimizeauditfindings,disallowancesandpenalties

Increasecommunicationonpolicyrequirements,trainingand

systemfunctionality



RechargeSe rvices None

SERVICE LEVEL AGREEMENT

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PremiumServices None

NameofService:

ExtramuralFundsManagement (Accounting) 



BriefDescriptionofService:

Providespostawardadministrationofcontractsandgrants

includingfundestablishment,financialreporting,invoicing,cash

management,accountsreceivablemanagement,financial

complianceoversightandauditsupport.Administersgiftand

endowmentaccountingactivitiesincludefundestablishment,gift

allocation,endowmentincomeallocation,endowment

administrativecostrecovery,etc.

CustomersEligibleto

RequestService:

Campusdepartmentswithextramuralfunding



WebAddress http://accounting.ucr.edu/funds/

ServiceLeve lAgreement

Specifics:

Assignmentofcontractandgrantfundnumberswithintwo

businessdaysofissuanceofNoticeofAward

Generateinvoices/drawdownsperthetermsandconditionsof

theawardsandfollowuponoutstandingreceivablestominimize

delinquentpaymentsandwrite‐offs

Generatestandardfinancialreportingperthetermsand

conditionsoftheawards

Coordinatepayrollcertificationsandcostsharingreportingto

ensure100%completionwithin45daysofissuance

Processgiftsmonthly

ProcessendowmentincomeannuallybySeptember

GoalforFY2017tore‐implementtraininginconjunctionwith

Research&EconomicDevelopmentandLeadersofExcellence

AndDistinction(LEAD)group



RechargeSe rvices None

PremiumServices None



NameofService:

EquipmentM anagem e nt 



BriefDescriptionofService:

Reviewsalltransactionsrelatingtotheacquisition,modification,

transferanddispositionofinventorialequipmentassetsinorder

toassistdepartmentswiththeaccuracyandmaintenanceof

inventorialequipmentrecordswhileadheringtoUniversity

policy.



SERVICE LEVEL AGREEMENT

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

CustomersEligibleto

RequestService:

Allcampusdepartments



WebAddress http://bfs.ucr.edu/equipment/

ServiceLeve lAgreement

Specifics:

Providepropertytagswithin30daysofpaymentofequipment

invoice.

Coordinate100%completionofannualcertificationandbi‐

annualverifications

Recordandtrackinventorialcampusassetsintheequipment

managementsystem

GoalforFY2017istotransitionoffofIBMbasedEquipment

Managementsystemtoweb‐basedsystem



RechargeSe rvices None

PremiumServices None



NameofService:

GeneralAccounting (Accounting)



BriefDescriptionofService:

Responsibleforthegeneralledger,month‐endclosingand

reporting,andyear‐endclosingandreporting.Responsibilityfor

plant,loan,andnon‐extramuralcurrentfundaccounting,inter‐

locationtransferoffunds,intercampusrecharges,and

reconciliationofvariousbalancesheetaccounts.Reportingof

salesandusetax,unrelatedbusinessincometax.Auditand

archivingofoutgoingpayments.

CustomersEligibleto

RequestService:

Allcampusdepartments



WebAddress http://accounting.ucr.edu/general/

ServiceLeve lAgreement

Specifics:

Monthlyledgerswillbemadeavailabletothecampusbythe6th

workingdayofthemonth(note:timelinewillvaryatfiscalyear‐

end);GLtransactionsareupdatedinthedatawarehousenightly

(UCRFSTotals)

EstablishesnewUCRFScostcenterandprojectcodesweekly

CoordinatescampusclosingstepstoalignwithOPclosing

deadlinesforUCannualfinancialstatements,preparationof

closingrelatedjournals,exhibitsandreports.Publishcampus

FiscalClosingStepsbyAprilofeachyear

Promptlyprocessstopnoticeandprevailingwageclaims

coordinatingwithUCOfficeofGeneralCounselasnecessary.

Reconciliationofbalancesheetaccountswithin30daysofledger

closing

Auditdisbursementsdaily.

SERVICE LEVEL AGREEMENT



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

RechargeSe rvices None

PremiumServices None



NameofService:

iTravel/ePay (Accounting)



BriefDescriptionofService:

Processtravelreimbursementandnon‐POpaymentrequests.

CampuscoordinationpointforConnexxusandUSBankTravel

Card.Processwithholdingand1099taxreporting.

Reconciliationoftraveladvanceaccounts.

CustomersEligibleto

RequestService:

Faculty,staff,studentswithtravelreimbursementsandcampus

departments



WebAddress http://accounting.ucr.edu/travel/

ServiceLeve lAgreement

Specifics:

ProcessiTravel/ePayrequestswithin10businessdaysofreceipt

intheAccountingOfficequeue(note:issuanceofactualEFTor

checkcantakeuptothreeadditionalbusinessdays).Continued

usageofauditsamplingmethodologyonlowrisktravelitems.

RespondtotravelfeedbackandePayfeedbackinquirieswithin

twobusinessdays.

Providetrainingontraveltocampustravelcoordinatorsthree

timesperyear

CoordinateiTravelandePayUserGroupmeetings3timesper

year.



RechargeSe rvices None

PremiumServices None



NameofService:

Payroll (Accounting)



BriefDescriptionofService:

ParticipateintheUCPathpilotasthecampusfunctionalexperts

overpayrollmatters.Responsibleforallprocessesrelatedtothe

accurateandtimelyissuanceofpaycheckstouniversity

employeesandrelatedbenefitassessments.Responsiblefor

timelytaxreporting.Performspayrollbalancesheetaccount

reconciliationsandbenefitstatementreconciliations.Assistwith

implementationofcampussalaryandcompensationprograms.

SERVICE LEVEL AGREEMENT



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

Co‐functionalownerofcampusTime&AttendanceReporting

System.

CustomersEligibleto

RequestService:

AllUniversityemployeesandcampusdepartments



WebAddress http://accounting.ucr.edu/payroll/

ServiceLeve lAgreement

Specifics:

AdheretoUCPathpilottimeline/deadlines

Processcomputationandpaymentofemployee’spayas

requiredbylawandUCpolicy

Promptprocessingofseparation/termination/latepayment

requests

Promptpaymentoftaxesandotherdeductions

Issuanceoftaxdocumentswithinregulatoryrequirements

Performbenefitsaccountandbalancesheetaccount

reconciliationswith30daysofledgerclose.

CoordinationofPPSimplementationofcampusmeritandother

salaryprograms

CoordinatequarterlyPPSUsersGroupmeetings

ProvidePPStrainingtocampuspayrollpreparersquarterly.



RechargeSe rvices None

PremiumServices None



NameofService:

StudentBusinessServices



BriefDescriptionofService:

ResponsiblefortheBannerbilling,receivableandcashiering

moduleimplementationaccordingtocampustimelines;

includingtheCashNetimplementation.Overseesbillingand

collectionsforallstudentaccountsanddepartmentspecificnon‐

studentaccounts.Responsibleforpre‐loanandexitcounseling.

CustomersEligibleto

RequestService:

Allstudentsandcampusdepartmentswithdepartmentspecific

fees(e.g.coursematerials,professionalfees,etc.)and/orbilling

toexternalentities.

WebAddress http://sbs.ucr.edu/

ServiceLeve lAgreement

Specifics:

AdheretothecampusimplementationtimelineforBanner

includingtrainingmodules.

Coordinateupdateoffeetablestoensurestudenttuitionand

feesbilledperthecampustimelines

MonitorreceivablesandcollectionactivitiestomaintainTuition

andFeechargebackstolessthan.25%oftotalreceivables.

SERVICE LEVEL AGREEMENT



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

Respondtobillingandcollectioninquirieswithinonebusiness

day



RechargeSe rvices None

PremiumServices

Billingandaccountreconciliationprocessedonbehalfof

Housing,Dining,&Residentialservices



NameofService:

ProcurementServices



BriefDescriptionofService:

ProcurementServices:coordinatescampuspurchasingactivities,

procuringgoodsandservicesthatmeetcustomerneedsforthe

bestvalue,complywithstateandfederallawsandpromote

socialresponsibility,developstrategicsourcingagreements,and

administertheprocurementcardprogram.



CustomersEligibleto

RequestService:

Allcampusdepartments



WebAddress http://procurement.ucr.edu/procurement/

ServiceLeve lAgreement

Specifics:

PurchaseOrderDollarValue

(excludesDAPO’s)

StandardTurnaround

Time(BusinessDays)

$2,500‐$24,999 3

$25,000‐$49,999 5

$50,000‐$74,999 7

$75,000‐$99,999 9

Greaterthan$100,000(w/

acceptedandapprovedSole

Source)Predicatedonreceiving

completescopeofworkfrom

client.



12

Greaterthan$100,000(requiring

RequestForBid(RFB)/Request

ForProposal(RFP))Predicatedon

receivingcompletescopeofwork

fromclient.



25



RechargeSe rvices None

PremiumServices

Servicefeesforthelargevolumeofpurchasingandoperational

supportneededspecificallyforHousing,Dining&Residential

Services.

