DEPARTMENT OF MANAGEMENT SERVICES



Department of Management Services

People First team

University Conference Call

| | |

|Description |Meeting Notes |

|Date |April 10, 2008 |

|Time |10:00 a.m. to 11:10 a.m. |

|Facilitator |Verla Lawson |

|Note Taker |Verla Lawson |

|Attendees |Joyce Ingram, Keith Young, James West, Carol Broome, Jimmy Cox, Janice Lowe, Suzetta Furlong, Lydia|

| |Stafford, Mindy Rudd, CUHRE, FAMU, FSU, FGCU, UWF, UNF, USF, FIU, FAU, UF, UCF & New College |

| | |

Opening and introductions

• Verla welcomed everyone and asked all participants to introduce themselves.

• Joyce Ingram provided a greeting to everyone as well.

Benefit Issues: Takeaway log issues open or pending

• Issue: James West will get back with everyone after he meets with DSGI on the best course of action to remedy the enrollment issues with Health Savings Accounts (HSA). James stated that the issue has been resolved. The HSA Reversal letters were being mailed and the universities will receive a file within the next two weeks. James asked each university that may currently have old issues to please send them to Verla.

• Issue: There is a need to re-educate the Service Center representatives on Health Savings Accounts. Carol indicated that they’ve met with the training manager and provided written materials to the service representatives updating them on Health Savings Accounts. People First has a new class of employees on the floor, and they are training these employees on a daily basis. Please forward any updates to Verla and People First will be happy to review your recommendations with staff.

• Issue: Why is a case assigned to all calls to the service center, especially when some calls could be resolved on the phone? (UCF) Keith responded that new employees were instructed to create a case if they didn’t know the answer, rather than giving incorrect information. Once they have been with the company for a couple of months, they should solve the issues or ask a supervisor. All employees will assign a case if the issue requires research and cannot be answered on the initial call. Universities are concerned that cases continue to be assigned for simple issues. James and Keith asked that they provide examples to Verla and that would allow them to go back to the service center representatives and provide training information if they didn’t understand something. Keith mentioned that they should seek advice from a senior representative or a team lead and they would make sure they mention this to all representatives again.

• Issue: Universities would like to see the service level reports. Joyce Ingram had the opportunity to review the reports and felt that each university should determine whether this report would be beneficial to them. She will send the universities a spreadsheet to review. If they want to receive the report following a review, then they should e-mail Verla. Suzetta will work with Convergys to get them a password.

• Issue: Some employees are contacting lawyers to resolve their issues. (USF) Verla updated everyone that Linda had forwarded the information to her and will provide an update after the necessary reviews.

• Issue: Convergys is not posting EFTs promptly on employees. (FGCU) Verla forwarded a direct contact for fiscal issues such as EFTs to all universities. UCF, UWF, FGCU continue to have issues with this process. James asked all to provide examples and they will be worked on as soon as possible. UCF mentioned that they are currently working with the Service Center to clean up their reports. Many of the universities were experiencing issues with refunds and having money moved into the correct months. As for refunds, James said that People First processes two full files per week for each university. James was not aware of any problems and asked universities to please provide examples. UCF mentioned having forwarded issues on numerous occasions that are still outstanding and FGCU has a few outstanding. Verla asked for examples and Antoinette mentioned that she had forwarded them to Linda Lieblong. Verla will contact Linda on Monday, April 14, to follow up on those examples so that we can get them to James West for a response.

• Why are foreign addresses not loading in the PF system? (FSU) Carol mentioned they had to manually update all foreign addresses. Due to the characters and format of foreign addresses, they input each on an individual basis. If you have any problems with this issue, please forward examples to Verla. Jimmy reminded all universities of the format followed when Convergys mails materials to employees: the temporary address loads first, second the mailing address, and third the home address. The temporary address remains in the system for 90 days and overrides all other addresses. If there is a temporary address on the vendor file, this address will override the others.

• Issue: Employee transfers continue to be an issue: Jimmy explained this issue will not be resolved until DMS and Convergys sign Amendment 10. He asked the universities to continue to work the process as an escalation and if issues continue, send a copy to Verla and James.

• Issue: Knowledge of Service Center staff continues to be an issue. The People First training lead is updating materials to assist the Service Center representatives. UWF said that the representatives do not understand the concept of nine-month faculty. These employees need to be retrained on this issue. James mentioned this was a very good example and they would go back and work with Operations and Training to update and explain in more detail what should happen when a university has a nine-month faculty member. James asked for more examples of this nature because it would really assist them with their training issues. Additionally, when speaking to a service center representative, please make sure to ask for their name because it helps People First follow up if training is required.

• Issue: There continues to be issues with faxes. Has Convergys’ management done anything to fix this problem? Keith was proud to announce the team is working on data storage and the fax process will be transferred to Tallahassee within the next few weeks. People First is trying to make this process work more smoothly. UCF mentioned having sent the same faxes for two months. Send examples to Verla, and Keith will track the ID number to see what happened and report back. Carol asked universities to keep in mind that not all service center representatives have the same authority to see certain documents in the system and to please ask for a name if they are not referred to a supervisor or a team leader.

• Issue: Why was there a lack of IT calls during Open Enrollment? Jimmy explained that this was not intentional, however, with all of the procurements taking place within the department, it was necessary to move as quickly as possible to meet all deadlines. The universities stressed that this was a critical issue and wanted to re-emphasize the importance of setting up a schedule for the upcoming open enrollment process later this year. They wanted to make sure we provided them with a schedule of events much sooner. Jimmy followed up by agreeing to provide a schedule of events sooner and working with the university IT staff much earlier in the process.

• Issue: Why are there continuous issues when employees return from military leave? Jimmy and James made mention that each case should be reviewed and evaluated separately. There are numerous events that can cause issues with this process. Universities should provide the examples when issues arise so they can be timely evaluated.

• Issue: Retirees: Changing an active employee to a retiree is not a smooth process. When will this process change so that retirees will not lose their coverage? (All universities) Jimmy mentioned that the resolution for this issue is a part of Amendment 10, as this will require Convergys to make significant programming changes. Once Amendment 10 is signed, an official timeline will be published detailing when this issue and other issues will be resolved.

• Issue: New Hires: There should be a smoother process for newly hired employees. Jimmy mentioned that the resolution for this issue is also a part of Amendment 10.

• Issue: When will employees be allowed to reset their passwords? Jimmy advised that the implementation is scheduled for April 12, 2008.

AMENDMENT 10 UPDATES

• Amendment 10 is the 10th amendment to the contract between the Department of Management Services and Convergys. This amendment will define the scope and outline of the work that will occur over the remaining life of the contract. There are numerous work items outlined in the amendment. Once the contract is signed, the users of the system will receive additional information on the contract and impact of the amendment.

Password reset ---- 4-12-08 Release

• Beginning Saturday, at 10:00 a.m. Eastern Time, employees will have to select three security questions and answers in the People First system before logging on. If you experience problems, please call the service center. Passwords must be reset every 90 days. This change impacts everyone who logs in or calls the Service Center.

• Reminders will be forwarded on all future changes.

Payroll Issues

• The refund process will require additional security due to new security procedures. This process will follow the same format as the BNI 123 file. Jimmy reminded universities not to e-mail social security numbers. He said that in the future spreadsheets with social security numbers and/or other confidential or sensitive information will have to be transmitted between Convergys and the universities using the established FTP process that is used for the BNI 123 files. Jimmy and James said to make sure to send an e-mail to them indicating that the file is on the FTP server so it can be retrieved. Additional communication will be provided in coming weeks, which details the process.

Training Issues

• Convergys will continue to review the process and update the Service Center representative as soon as we receive examples.

Closing Remarks:

• Paul Newman asked for an organizational chart of the Service Center with contact information. Update: DMS will review this request and get back with him.

• Verla thanked everyone for participating. Joyce reminded everyone of the meetings established until the end of the year. Verla will send reminders before each meeting.

• James asked everyone to continue to use the HR action forms, utilize the direct contact for fiscal issues from the information provided to them in February, and get names and provide examples of issues.

Takeaways

• Convergys: James West will provide an update on the Health Savings Account Reversals.

• Universities: All universities will provide us with an update on their day to day encounters with the Service Center. Keith wants to know if, in their opinion, the number of cases assigned increases or decreases.

• Convergys: Keith and Carol will follow up on training issues, specifically training concerning 9-month faculty.

• DMS & Universities: Verla will follow up to see if they want to have passwords established to view the Service Level Reports after they receive the spreadsheet from Joyce to review.

• DMS: Verla will follow up with USF employees who considered contacting attorneys.

• Universities, DMS & Convergys: UCF and FGCU will provide examples of refunds that have not been completed to Verla. James will determine why it has taken so long to provide refunds.

• Convergys: Keith will update us on the status of faxes and provide us the date the Right Fax process will begin in Tallahassee.

• Universities: Universities will continue to provide examples of issues.

• DMS: Verla will send meeting reminders/updates before each meeting.

• DMS: Paul Newman of UCF asked for an Org chart of the Service Center main staff. Verla will follow up after speaking with management.

• DMS DSGI: Provide a schedule of events for open enrollment as soon as possible.

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download