DEPARTMENT OF MANAGEMENT SERVICES



Department of Management Services

People First

AGENDA

University Conference Call

Meeting Date & Time: Thursday, January 31, 2008

Conference Bridge # & Conference Bridge Number is: 888-808-6959

PIN: PIN Number is: 8504139579

Facilitator: Verla Lawson

Attendees: Colleges/Universities Human Resource Executives (CUHRE) Representative – Dr. Joyce Ingram

DMS People First Team Representatives

Convergys Staff

DMS Division of Retirement Representative –

Dani O’Quinn

Agenda Topics: CUHRE Issues Log

• A major issue still with HSA accounts - money not posting properly.  (Assigned to James West or designee)

• Universities would like to see the Service level reports.   (Keith Young & Joyce Ingram)

• When a call is made to the service center they assign a 'case'.  This is for every call.  (Keith Young or Carol Broome)

• Some employees are unhappy and contacting lawyers to resolve their issues. (Joyce Ingram)

• There has been no benefits call in months and no communication as to why. Also, the point of contact to send issues for the call.   (David Disalvo)

• Universities would like participation in the RFP for the vision product in the fall. (Michelle Robleto)

• Not posting EFT’s promptly on all employees – some get posted and some are not. (James West/Michelle Robleto)

• BNI_123 processing problems- - coded employees to show that they have previous month coverage. Some premiums are posted to wrong month and some premiums are not posted at all.  The agency is not contacted about outstanding monies not posted from BNI_123. (Convergys IT Representative & James West)

• Zip Code errors - -new zip codes are not entered into the People First system.  No one seems to know the proper process to update these codes.  When update information is sent for an employee with one of these zip codes that have not been updated they error out, this includes pay changes etc. Also, there are issues with foreign addresses not being able to be loaded into People First through the file.  (Carol Broome)

• Open enrollment issue- -supplemental issuances are not carrying over to January coverage for new hire employees enrolled during open enrollment period. (Joyce Ingram & Carol Broome)

• Problems with transfer employees – benefits do not get transferred and are terminated instead and then can't get corrected by service center timely.  When an employee on the spouse program terminates they terminate the spouse’s benefits also (even though they are picking up family coverage).  Must have other agency contact the service center with dates they sent over the information about the transfer so it can be corrected.  (Jimmy Cox or Dave Snyder)

• Inconsistencies with service center staff (Joyce Ingram)

• One puts in a case when others can fix issues immediately and don’t know why a case was opened. (Keith Young)

• The SC has told us that there are problems with the system and they will fix the problem of employee benefits disappearing in January- then another will say that because it is a new employee the benefits will not show up until it is January. (Keith Young)

• A favorite answer when they can’t figure out a problem is “It just didn’t take, try it again”. (Keith Young)

• It was a major issue for us to hear we would receive the OE files so late this year.  In terms of payroll processing it has made it very difficult to get everything processed timely this year. (James/Convergys IT)

• Life Insurance Details: There was a lack of communication on the amounts for the employer, employee and the date/rate of the change.   (Michelle Robleto)

• Identity compromise:   UWF / FAU (Joyce Ingram)

• Who will be the SUS Liaison now that Tom Lockridge has retired?  (David DiSalvo)

• There was a lack of IT calls to test Open Enrollment Changes processing.   (Jimmy Cox or Dave Snyder)

• Discussion on Returning Military QSC details: return date vs. loosing access to military insurance.  (Michelle Robleto)

• Frustration having to fax things two, three or even four times for something to be resolved.  When a case is created, we have to follow up about 90% of the time, even though they say they’ll call us back.  (Keith Young)

• There seems to be a different process for everything.  (Fax escalation forms…email HR action forms…reinstatements to yet another email.)  (Keith Young)

• Retirees: Retiree insurance is not a smooth process.  There are many times a retiree will be dropped from coverage the first month, and we will continually have to call to ensure the retiree is reinstated.   (Jimmy Cox or Dave Snyder)

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