OHIO Business Service Center 2024 Annual Report

Welcome from Executive Director Heather Krugman

Completed Process Improvements and Reengineering

Automation & Workflow

Created intake ticketing system that automates workflow, displays personalized accounts, & much more
Allowed for better tracking & more transparency through ticketing system; form use cuts time in system by ~2 days
Streamlined interview scheduling between selected candidates & hiring committee
Developed email templates to break down information for hiring managers with clear next steps throughout each phase of the hiring process

Standardized

Created standardized templates & planning-unit level reporting for ~20% of Athens budgets
Standardized faculty FTE calculation on ICD contracts processed by BSC
Created OGO templated budgets for OGO staff to use with Study Away programs
Enhanced tracking documents used for Provost reserves, Central Classroom, CELF, OIT, etc.
Created 2-3 standardized models for OIT hiring

Financial & Accounting

Revised Summer Room & Board Recognition split between fiscal years by removing GAFR intercession in process, reducing multiple steps & room for error
Revised revenue recognition accounting processes for various constituents; increased transparency
Corrected accounting process for internal groups such as OU Press, early/late arrivals, athletics, HRL training groups, ROTC, SmartStart, Wellworks, etc.
Improved OHIO Online vendor payment process to be more accurate & transparent

Eliminated

Syllabus requirement for book purchases
Preferred Vendor form
ICD approval step (VP of Dept with $$)
Duplicative posting work on Indeed.com (.75 FTE saved)
Many advertising vendors & invoices; consolidated with Greystone
Travel receipts for tolls
Need for faculty & staff to approve personal transactions in Concur by development of internal audit trail in TeamDynamix
At least three legacy systems & additional forms in CAS
Seeking reimbursement for tax under $25

Purchasing & Travel

Streamlining direct purchase with vendors
Moved CAS procurement process from 26 steps to 13
Consolidated departmental PCards to BSC: fewer cards, central location, standard communication, virtual option
Absorbed CFAO signatory authority for purchasing-related activities including short forms, off-campus shipping, honorarium, & non-traditional lodging
Maximum of two approvals (can be one) for all purchases & approvals happen through email-based link; dept. chairs no longer approve in Concur, pull receipts, etc.
Improved practices for international guests/visiting faculty reimbursement (e.g., rental agreements)
Move accounting corrections from 60 to 90 days
Revamped Shred it process
Worked with mail services to correct incorrect deliveries
Streamlined HTC payments/awards to tutors, thesis advisors, & purchases
Implemented Energy Cap to streamline process of paying utility bills for Athens & Regional campuses

Our New Partners

We were pleased to welcome new units into the OHIO BSC over the past year:

Accessibility Services

Campus Recreation

Career Services

Center for International Studies (reorganized into Arts & Sciences)

Center for Student Engagement and Leadership (CSEL)

Counseling and Psychological Services

Design and Construction

Legal Affairs

Office of Audit, Risk, and Compliance

Office of Global Affairs

Office of Global Opportunities

Sorority and Fraternity Life

Student Organizations

University Advancement

Wellbeing

Customer Video Testimonials

Additional customer video testimonials can be viewed here.

Customer Quotes

The system just WORKS. It is efficient, mutually respectful and what it should be. Big advance over a few years ago!!!
David Drabold, Distinguished Professor, Physics and Astronomy

I sent in my receipt and then didn't have to do anything else. That's the way it should be.
Joseph McLaughlin, Associate Professor, English

This system is SOOO much better than what existed before. This was not cumbersome; it was actually service. The people I worked with were helpful, not annoyed bureaucrats. Keep up the good work.
Brad Jokisch, Professor, Geography

I am a first-year faculty member here, so I wasn’t exactly sure how to do everything, but [the BSC] guided me through each step in the process and never made me feel as though I was a burden to their time. So many thanks!
Sam Kizer, Assistant Professor of Instruction, Sociology and Anthropology

We had a great experience working with the OUBSC during our hiring process. Their assistance was invaluable in streamlining our recruitment efforts and providing support to us and the candidates.
Tiffany Beals, Learning Systems Analyst II, Academic Technology

[The BSC] has worked recently helping with payroll corrections for an overspent grant account. They are always pleasant, prompt and thorough with constant communication on the progress until the job is completed.
Vicki Smith, Department Administrator, Airport

New Services

In 2024, the following new services were added:

White Glove Services
- All technology reviews required for purchases: our staff will walk you through the requested information from OIT when securing new software or other technology needing a security review
- RFP process: assistance with developing and shepherding $50K+ purchases
I-9 Verification for domestic student employees and new faculty and staff:
- By appointment, our staff will gladly handle your I-9 verification needs. To register for an appointment, please go to our Bookings page
- Note: Part 1 of your I-9 must be completed prior to the appointment
Travel Folios that provide travel-related documents in one concise location for all faculty, staff, and students making travel arrangements through the OHIO BSC
- Approximately 5-7 business days prior to travel, the traveler will receive a travel folio from the OHIO BSC via email.
- This travel folio will include all travel arrangements with confirmation numbers as well as travel tips and other needed documents (e.g., hotel charge pre-authorizations for travelers without PCards, tax exempt certificate, etc.).
Specialists focusing on travel, student payments, and software purchase: OHIO BSC staff have been trained to specialize in these sometimes complex procedures for maximum service to the faculty, staff, and students

New Student Support Services

Borrowable PCard for graduate students (with department approval)
Credit Card Authorization for hotel reservations
In-person and online meetings with students for purchasing and travel support
Package pick-up in Lindley Hall

Tech Updates

Enhanced Forms

Added two new enhanced forms, for a total of six enhanced forms, allowing for account number selection, auto-calculation of estimated costs, summary table of request, and more

New Forms

Created and launched the Student Organization Expenditure Request form and the Individual Compensation Distribution (ICD) form

Knowledge Base

Launched our Knowledge Base to assist users in finding information about My Bobcat Business and core OHIO BSC processes easily

Additional Contacts

Allow for five additional contacts to be added to a request, allowing requestor to loop in key contacts to see full request details

Urgent Requests

Allow requestors to mark a request as urgent to assist our staff in identifying requests needing immediate attention

Language Updates

Based on user and staff feedback, updated language, terminology, and help text on forms to better the user experience

National Recognition and Service to the Profession

OHIO BSC Leadership Team members receiving award at CACUBO

The OHIO BSC was honored with a Best Practices in Higher Education award from the Central Association of College and University Business Officers (CACUBO) in September of 2024. Leadership from the Business Service Center also spoke at the National Conference for College and Business Officers (NACUBO) as well as provided counsel on developing local talent at a Shared Services Networking event.

Heather Krugman, executive director, has also been named to the IUC Collaborative Initiatives Task Force in Ohio, and Renee Perry, associate director of operational purchasing and travel, has been asked to sit on the IUC Software Purchasing Committee and the Higher Education Coalition on Microsoft.

465 Years of Combined Experience

We are proud to share that we have some of the most experienced staff on campus handling your requests. Collectively, our staff have over 465 years of experience! See below for when our staff were hired at Ohio University.