FMI

Self Service in Finance at ESDC

November 27, 2014

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Agenda

Introduction

Approach

Our Solution

A Self Serve System

Key Challenges

What’s Next

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Our Approach

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ESRP is one of the three departmental priorities striving to build a more focused, efficient and modern organization.

Supporting the transformation agenda, ESRP will modernize the way internal services are delivered. That means changes are being made to the way you access information and services from:

human resources; finance, asset management and procurement; internal integrity and security services; and Information management and technology.

About the Enabling Services Renewal Program (ESRP)

ClickConsult

Call

Building efficiency

Based on the success of Service Canada's service delivery model to Canadians, ESRP is delivering an integrated click-call-consult service delivery model to improve the way we work and your experience of internal services.

And where possible, business processes will be integrated, simplified and standardized to help us work more efficiently.

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Objective of ESRP

Simple:simplified policies that reduce or eliminate work and standard processes that are easy to use

Client-centred:intuitive and responsive to client needs based on role, supported by a cultural change to service orientation

Enabling Services:HRSB, CFOB, IITB and ISB enabling servicesdelivered through an integrated, tiered click-call-consult service model

Modern processes and technology: new tools that support common processes enabled by PeopleSoft and SAP (GC standards for Human Resources and Finance)

Deliver simple, client-centred

and sustainable enabling services built on modern processes and

technologythat will improve our

ability to deliver results for Canadians.

Service Excellence Value for Money Stewardship

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Operating Model – Design Principles

Vanilla• Avoid customization of Commercial off-the-shelf products (COTS)

Multi-Tenant• Build must support other departments and allow for multiple service entry points

GOTS (Government off-the-shelf)• Build must use solutions that can be licensed across GC and are supported by Treasury board

Government of Canada (GC) Standards Based = Future Proofing• Follow GC standards. e.g. ERP Standard = PeopleSoft and SAP including interoperability• Adhere to common processes from OCG and the Office of the Chief Human Resources Officer

(OCHRO)

ERP First• When a process can be done in ERP it should be done in ERP… even if it requires procurement.

e.g. Governance Risk Compliance(GRC)• ERP Technology stack must remain intact to exploit COTS functionality and leverage vanilla for

lower total cost of ownership (TCO)

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Our Solution

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Enabling Services Renewal Program - Service Delivery Vision

Client-centered single window access ‘iService’ Self service / Automation Simplified standardized processes ’Vanilla’ (use the system as it was designed) Consistent user experience Integrated services

Simplified Navigation

Integrated Service

Catalogues

Integrated Reporting

Service Flows

Consistent User Experience

Preferred Channel

Enabling Services IntegratedService Delivery

Client Focused Approach

Manager

Enabling Service Renewal Program (ESRP)Objectives:

• service excellence• value for money • sound stewardship of resources

Client Service Request

Integrated Service Delivery

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Where Practitioners

work

Where Employees and Managers

work and access services

Where we Integrate

Where we Develop &

Test

Where we manage

incidents/tickets

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Scale of Change SAP at ESDC impacted employees across the country

Vancouver

MontrealGatineau

ESDC Employees with access to SAP

20,000

ESDC SAP Users

11,000

ESDC Practitioners

1,200

OGD users

350Over Over Over Over

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Complexity of the change

Scenario # Business Scenario

1 Manage Planning and Budgeting

2 Manage Forecasting and Budget Review

3 Reference Level Tracking4 Cash Budgeting

5 Budgeting

6 Manage Revenue, Receivables and Receipts

7 Manage Interdepartmental Settlements

8 Manage Procure to Payment

9 Manage Travel

10 Manage Other Payments

11 Manage Distribution and Maintenance of Acquisition Cards

12 Partner System AP Transactions13 Priority Payments14 Payment Process15 Manage Other Capital Assets16 Manage Inventory17 Operational Management Accounting

Scenario # Business Scenario

18 Cross Application Time Sheets

19 Project Management

20 Manage Vendor Master Data File21 Manage Customer Master Data File (only in

scope for OGD)22 Manage Departmental Chart of Account23 Responsibility Classification24 Authority Classification25 Program Classification26 Manage Delegation of Financial and Spending

Authorities27 HR Mini Master Classification28 Manage Post-Payment Verification29 Manage Financial Close30 Perform General Accounting and Reporting

31 Physical Asset Management

32 Salary Management33 User Roles and Authorizations

ESDC SAP Users

11,500ESDC Practitioners

1,200OGD users

350

Who performs budgeting?

Can anyone request a purchase

How will they work in SAP

What access do we restrict?

Where is the HR data?

Do all 1700 employees in IT need this?

Is this being rolled out on

Go Live?Is this a

centralized function?

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A Self Serve System

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Self Serve – How hard is it ?…or waitFast, Easy, EfficientJust in Time (JIT)

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myEMS (SAP) Portal

myEMS (SAP) Portal is application used by employees and managers to perform business activities, access information and view reports. Only those roles that apply to an employee’s job and training will be visible.

Roles are represented as folders on the top tool bar, for example: Employee Self-Serve Manager Self-Serve

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Employee Self-Service

Employee Self Serve has an identical layout and functionality for all ESDC employees. It provides access to:• Travel and Expense Requests• FSA – Financial Signing Authority Request• Password Reset• Incident Management• Time Entry (for IT)

Click to enlarge

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Manager Self-Service

Manager Self-Serve has a similar layout for all ESDC managers. It provides access to:• Financial Management Reports• Salary Management Reports• Timesheet Approval (IT Managers Only)

Click to enlarge

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Workflow

In myEMS (SAP), workflow is the process by which tasks, transactions, and items requiring approval, are automatically routed to the correct person, or group, in a process.

Travel Claim Approval Travel Request Approval Invoice Payment Approval Purchase Order Approval Purchase Requisition Approval Time Approval FSA Request FSA Approval Vendor Master Data Approval Acquisition Card Asset Purchase Budget Approval

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Key Challenges

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Complexity vs Frequency The decision to make functionality self service or centralized within a group of

business experts depends on the complexity and the frequency of tasks

Frequency

Com

plex

ity

HighLow

Low

Hig

h

Travel requests & claims

Wokflow Approvals

Financial ReportsSalary Forecasting Tool

Integrated Planning (IP) Self Service Functions

Business Expertise Functions

Acquisition Cards

Purchase RequisitionsContracts & Purchase Orders

?

?

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Key Challenges and Benefits to Self Service

Physical Approval

Recommenders Roles

Adhoc Reporting (Access & Excel)

Manual, paper based FSA process

Legacy FinancialCoding

Electronic Approval

Manager Self Serve

Standard Reporting with limited Power

Users*

System driven FSA process, forms and

validation

New Financial CodingBlock

Before AfterEnablers

Effective Communications

Robust Training

Executive Sponsorship

Change Management Principles• Organisation Design

• Role Design

Business Expertise (SMEs)

Industry Experience

OGD SAP Experience

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Vanilla vs Self Serve Challenge : Making a non customized solution service the

needs of everyone. Change: If the solution can’t change then the people and

processes do ! Choices: Who needs to change? What needs to change?

Travel

Policy vs Vanilla travel solution

ADM were required to

approve travel requests and

claims for hundreds of employees

Procure to Pay

More complex solution

Purchase requisitions

required proper vendor data,

approvals & goods receipts. Result:

delayed payments to vendor.

Access

Tighter Security

SAP roles were assigned based on user training, not access in legacy system. Result:

user loosing access until training was completed

Examples of conflicts:

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Self Service vs Offloading The implementation of self service systems and functionality can be viewed as

offloading work. What can help? Clear roles and responsibilities, Empowerment Strong and knowledgeable support team Steps to a gradual migration to self service at ESDC

1. Develop a base of expertise (FMAs, BMS)

2. Introduce basic self service functionality (travel)

3. Promote collaborative work with experts

4. Rollout more complex self service functionality (reports)

5. Introduce new functionality to experts (forecasting)

6. Collaboration between experts and users to transitioncomplex functions

7. Repeat steps 5 & 6

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Impersonal ?Is the shift to self service too

impersonal? Availability of Help?

Does a shift to self service mean a shift away from expertise and help?

Pros & ConsWhat are your experience

with self service functionality?

What’s next – Self Service Panel Discussion

Experience !What are your departments

experience with self service in financial functions

OffloadingIs Self Service offloading ?

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Questions

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Appendix

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High Degrees of Change Area What’s Changed? # Impacted

• Salary Forecasting Tool (SFT) • Major shift from using excel workbook to a fully integrated tool • Single system of record – providing a standard salary forecasting

tool implemented on a national basis • Increased accuracy in forecasting of regular payroll costs, planned

staffing and global costs.• Automated consolidation of results and real-time reporting

2,000

• Travel Management (TM) • New process and procedures in travel management, residing within and outside of SAP

• Streamlined process for users, including scanning of receipts, automated commitment closures, and reporting.

• Managers perform request and claim approvals through workflow

• Challenges with request & claims routing senior levels (ADM) due to changes in policies.

7,000

• Business Intelligence -Integrated Planning (BI-IP)

Integrated with SAP Funds Management module, the system of record for budget data to execute budget planning and develop forecasts.Significant improvements gained through the use of this solution: Increased accuracy and timely processing of Planning &

Budgeting Increased accuracy and timely processing for Forecasting Increased accuracy and timely Financial & Material Reporting Increased adherence to Government wide policies and

procedures

300

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Offline Travel Authorization Number(TAN) capability

PLANNING & AUTHORIZATION

TRAVEL BOOKING TRAVEL

EXPENSE IN SAP

TripEstimate

SAP TravelAuthorization

Travel CallCentre

OBT TravelCards

Travel Management

Reporting from SAP

PLANNING & AUTHORIZATION IN SAP

REPORT IN SAP

Portal

GA

TE

WA

YR

EIM

BU

RS

E

Funds Commitment Actual Expenses

Travel Management Process flow

Activities in SAP

Procurement Planning & Requirement

Definition (e.g. SOW)

Enter Purchase Requisition in myEMS

(SAP) - Portal

Managers (s.32 & s.34) Admin Officers

BMS / FMA (Regions)

Managers (s.32 & s.34)

Approve Purchase Requisition (s.32) in

myEMS (SAP) - Portal

Managers

- Tender Contract- Evaluate Bids- Award Contract- Issue / Create Purchase

Order in myEMS (SAP) Gui

CFOB Procurement

- Provide Goods / Services

- Invoice sent directly to AP Centre

Vendor

- Confirm Goods / Service Receipt in myEMS (SAP)

- Invoice scanned- Process invoice

using Vendor Invoice Mgmt

Acct Payable Centre

- Review & Approve Invoice (s.34) in myEMS (SAP)

Managers

Receive Payment

Vendor

CFOB Procurement

Workflow approvals via Electronic Approvals

Procure-to-Pay Process Flow at ESDC

OR

OR

Admin Officers

BMS / FMA (regions)

Managers (s.32 & s.34)

OR

OR

Managers (s.32 & s.34)

1 2 3 4

5 6 7 8

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