Business Operations Project

Overall perspective for the Payroll focus groups was relatively optimistic, both groups scoring above average on the scale. Central/BCs, specifically, feel that their work is important and value-added to the University.

• Perspectives regarding the efficiency and effectiveness of the payroll processes are neutral across both groups with a perceived lack of good collaboration and communication among those involved.
• Additionally, participants only mildly agreed the support and resources needed to perform payroll-related tasks was adequate and they had enough transparency to be successful in their roles.

Central received high praise for being supportive and timely in their responses to inquiries, their processes, and overall customer service demeanor.

• Considered very knowledgeable and thorough in various areas
• Provide a strong team oriented and supportive environment
• Technologies, such as Empcenter, Nolij, and Banner, have added valuable improvements to payroll processes

• The lack of automation and standardization provides a challenge for overall payroll processes, in addition to training and transparency and collaboration
• Tension between HR and Central/BCs interactions and process approaches, including problem solving

• Improvements to the clarity of procedures and instructions and standardization of jobs, forms, and processes
• Better automation and improved software, investment in IT resources, and increase in the frequency of manual updates
• Investment in training updates, cross-training/job shadowing advancements between HR and Central/BC