MT A Busine ss Se rvic e Ce nte r MT A F ina nc e Co mmitte e - - PowerPoint PPT Presentation

MT A Busine ss Se rvic e Ce nte r

MT A F ina nc e Co mmitte e No ve mb e r 13, 2018

1

Ag e nda

 BSC Se rvic e s Ove rvie w  Curre nt a nd F

uture Pro je c ts

2

Histo ry o f the BSC: Our T ime line

2005

Prior to 2005, Age nc ie s se lf- manage d bac k

• ffic e wor

k and maintaine d stand alone syste ms

Shared service center conceived by the Board Booz Allen prepares plan of concept for shared services Accenture retained to design for shared services org. 400 emp & $50M budget in steady state Business Service Center created, PeopleSoft (PS) implementation begins Ja n 1st, PS Finance “goes live” across

• MTA. HR and payroll

module goes live at MTA HQ, MNR, LIRR PS HR/payroll “goes live” at NYCT MTA Bridges & Tunnels PeopleSoft HR/payroll “goes live” 1st Major upgrade of

• PS. New Portal,

Pension & Procurement modules added Procurement (non-core) consolidates under HQ

2006 2007 2009 2011 2012 2013 2016 2017

IT consolidates under HQ

2015

3

E vo lutio n o f BSC Prio ritie s

Sta nda rdiza tio n, Simplific a tio n & Sa ving s

2016-2018

• One Pla tfo rm
• Auto ma tio n
• Po rta l
• Re c ruitme nt
• E

na b ling Mo b ile

• T

ra ining

• Ma rke tpla c e
• Pe nsio n I

nte g ra tio n

2011-2015

• Sta b iliza tio n
• T

ra nspa re nc y

• Custo me r Se rvic e
• Ac c ura c y
• Sta nda rdiza tio n
• Cre dib ility

4

• L
• we ring e rro r ra te s b y

g o ing dig ita l

• Simplifying o nb o a rding a nd
• ff b o a rding

2019-2021

T

• da y’ s Sc o pe a t the BSC:

I nc lude s No n-Co re Pro c ure me nt

• Business Process Management
• Benefits
• Employment
• HRIS
• Training
• Walk‐In Centers
• Customer Management Center
• Document Management Center
• Strategy
• Budget
• Communications
• Facilities
• Quality Assurance
• Metrics and Reporting
• Steering/Governance
• Audit/Compliance

Procurement HQ

David Ross - 112 Positions

• PeopleSoft Support
• Infrastructure administration
• PeopleSoft administration
• PeopleSoft 9.2 upgrade
• Break‐fixes, enhancements

Operations

Mike Mor an - 49 Positions

Human Resources

Donald Jac kson - 59 Positions

Governance & Administration

Joseph Vartolone - 69 Positions

• Payrolls
• Accounting
• Accounts Payable
• Accounts Receivable
• Treasury, Asset Management

& Project Costing Finance

Jame s Sir na - 132 Positions

Business Service Center Agencies

• MTA HQ Procurement
• All Agency Initiatives & Strategies
• P2P Implementation
• MTA Procurement Council

MTA HQ IT

Re ube n Banaag(Ac ting) - 79 Positions 5

Staff: 500 Positions

Our Annua l Wo rklo a d

6

16 Pa yro ll g ro ups (-3) 2.4M Pa yme nts (+.1M) (41 F T E )

345K Pa yme nts

(+20K ) $11.8B Do lla rs (+.8 B)

(49 F

T E ) 117,144 HR T

ra nsa c tio ns

(+37K ) (27 F T E ) 753 Be ne fit Pla ns (+8) 68,500 Cha ng e Re q ue sts (-8,500) (44 F T E )

BSC Custome r s: 73K E mploye e s +2K 146K De pe nde nts +2K 39K Re tir e e s No Change 11K Ve ndor s +3K

16,000 I nvo ic e s (-2,000) $1.375 B (-.25B) (11 F T E ) 2,205 Ba nk Re c o nc ilia tio ns (+205) (7 F T E ) 13,050 Co nduc to r, Po lic e & Othe r (+ 8,941) (5 F T E ) $1.132B Co ntra c ts Awa rde d (+459M)

(112 F T E )

PA YRO L L A C C O UNT S PA YA BL E EMPL O YMENT BENEFIT S PRO C UREMENT HRIS A C C O UNT S REC EIVA BL E T EST ING G ENERA L L EDG ER Doc ume nt Manage me nt Ce nte r

333,000 UCM (+13,000) 342,000 I nvo ic e s (+840) (11 F T E )

Custome r Manage me nt Ce nte r

249,872 Ca lls (-2,407) 68,581 e ma ils (+3,063) (43 F T E )

7,567 Ne w Hire s (-1,433)

520K Applic a tio ns

(+29K ) 32,238 NYCT Applic a nts (24 F T E )

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Orde r T hro ug hput a nd Ve lo c ity

5333 3360 442 3182 1000 2000 3000 4000 5000 6000 2017 (Ja n-No v) 2018 (Ja n-No v)

Purc ha se Orde rs Cre a te d

No So urc ing E ve nt So urc ing E ve nt

T

• tal: 6542

T

• tal: 5775

78 39 10 20 30 40 50 60 70 80 90 2017 (Ja n-No v) 2018 (Ja n-No v)

Da ys to Pro c e ss (Re q Appro va l- PO Appro va l)

Ma rke tpla c e



Staple s: Go -live De c e mb e r 2016 – All Ag e nc ie s

 21,118 Purc ha se Orde rs to ta ling $11.08 millio n issue d to da te 

W.W.Gr ainge r :

 L

I RR: Go -live No ve mb e r 2017 - Purc ha se Orde rs issue d to da te : 722, T

• ta ling : $1.1 millio n

 MNRR: Go -live April 2018 - Purc ha se Orde rs issue d to da te : 564, T

• ta ling $599K

 BRT

UN: Go -live Ma y 2018 - Purc ha se Orde rs issue d to da te : 26, T

• ta ling : $86K



CDW- G: Go -L

ive Ma y 2018 – MT AHQ - Purc ha se Orde rs issue d to da te : 61, T

• ta ling : $1.2 millio n



Quality and Assur anc e T e c hnology : De ll pro duc t c a ta lo g I

mple me nta tio n b e g a n July 12th

 De ll a ssig nme nt to Qua lity a nd Assura nc e T

e c hno lo g y (a n MBE ) is c o mple te

 Syste m T

e sting is c o mple te

 Go -L

ive 4th Qua rte r – Pe nding De ll re visio ns to the c a ta lo g list with upda te d mo de ls a nd pric ing .

8

F Y17 Str ate gic Pr ior itie s

2017-2018 Pro c ure me nt Stra te g ic Prio ritie s

 F ill Va c a nt Po sitio ns  All va c a nc ie s we re po ste d b ut filling ke y po sitio ns ha s b e e n a c ha lle ng e .  Ac hie ve Ba c k-L

• g Ste a dy Sta te

 T hro ug hput a nd ve lo c ity ha ve b o th inc re a se d.  I nc re a se Ve ndo r Po rta l Re g istra tio ns a nd I mpro ve Utiliza tio n  Qua rte rly o utre a c h to ve ndo rs via e ma il a nd o utre a c h do ne fo r MWDBE s a nd SDVOBs  I nc re a se d use o f e le c tro nic so lic ita tio ns ma ke s the ve ndo r po rta l mo re re le va nt  I nc re a se Ado ptio n o f Pe o ple So ft 9.2 F unc tio na lity  Adde d c o ntra c t e nd da te s to Pe o ple So ft  100% utiliza tio n o f Stra te g ic So urc ing mo dule fo r b ids sinc e mid-ye a r  I mple me nte d Co ntra c t Re le a se func tio n, Auto Dispa tc h a nd Auto Clo se  E xpa nd numb e r o f Ve ndo r Ca ta lo g ue s in the MT A Ma rke tpla c e  Adde d Gra ing e r a nd CDW to Sta ple s in the Ma rke tpla c e  De ll is a wa iting a c o ntra c t a ssig nme nt  Upda te Pro c e dure s a nd Pro c e sse s  F

• ur ne w pro c e dure s ha ve b e e n c o mple te d b y Pro c ure me nt a nd a ppro ve d b y Co mplia nc e . Asking fo r L

e g a l re vie w b e fo re po sting .  Re fine d Org a niza tio n Struc ture & Re ta ine d F unc tio ns

9

BSC Pro je c t Po rtfo lio

F inanc e and Human Re sour c e Pr

• je c ts

Infr astr uc tur e Pr

• je c ts

2021

Today 2017 2018 2019 2020 2021

B&T Civil Service Hiring(DCAS)

6/5/2017 ‐ 1/31/2019

NYS Funding

9/3/2017 ‐ 12/31/2018

Data Center Refresh

10/30/2017 ‐ 9/30/2018

e‐Benefits

4/2/2018 ‐ 6/28/2019

Accounts Receivable Rollout MTA Bus

4/3/2018 ‐ 12/31/2018

WebCenter Upgrade

4/30/2018 ‐ 2/28/2019

Shared Service Benchmarking

6/15/2018 ‐ 10/31/2018

Supreme Court Ruling in JANUS Case

6/29/2018 ‐ 2/28/2019

HQ Non‐Rep Total Rewards Pilot

7/1/2018 ‐ 10/19/2018

Cash Forecasting Module

7/12/2018 ‐ 1/11/2019

Pension Phase 2

8/27/2018 ‐ 12/31/2021

Government Accounting Standards Board

9/1/2018 ‐ 9/1/2020

CPICS Replacement

9/13/2018 ‐ 5/22/2019

PeopleSoft PUM Upgrade

2/4/2019 ‐ 6/19/2020

Accelerated Close

3/4/2019 ‐ 10/31/2019

Conversion of paper e‐Forms Phase 1

3/11/2019 ‐ 7/26/2019

Data Warehouse Project (EPM )

5/6/2019 ‐ 3/5/2021

10

Pro je c t De finitio ns

B&T Civil Se r vic e (DCAS) - Bridg e s a nd T

unne ls (B&T ) is re q uire d to a dhe re to Ne w Yo rk Sta te la ws fo r hiring e mplo ye e s fro m c ivil se rvic e lists. Huma n Re so urc e s (HR) re q ue sts Civil Se rvic e L ists fro m NYC De pa rtme nt o f Citywide Administra tive Se rvic e s (DCAS) whic h a re re le a se d in the fo rm o f a Ce rtific a tio n Pa c ka g e to the a g e nc y. T he c urre nt B&T pro c e ss is ma nua l, time c o nsuming , a nd la b o r inte nsive . T his pro je c t is to e xte nd the NYCT pro c e ss to B&T in o rde r stre a mline a nd a uto ma te B&T Huma n Re so urc e s’ o pe ra tio ns fo r pro c e ssing c a ndida te s fro m Civil Se rvic e lists.

NYS MOU - NYS ha s a g re e d to fund c e rta in a g re e d upo n pro je c ts upfro nt with the a g re e me nt tha t the re is mo re tra nspa re nc y re g a rding the flo w o f c a sh fro m NYS thru the MT

A to supplie r wo rking o n tho se pro je c ts. Se ve ra l syste ms ha d to b e mo difie d inc luding PS ho we ve r this wa s a c c o mplishe d a nd re sulte d in NYS funding the MT A with $300 millio n e a rlie r this ye a r. T he funding will c o ntinue in q ua rte rly insta llme nts b a se d o n pro je c t pro g re ss.

Data Ce nte r Re fr e sh - E

ng ine e re d Syste ms, T a pe le ss Ba c kup & Re lo c a te Disa ste r Re c o ve ry (DR) F a c ility to Alb a ny

e -Be ne fits - I

mple me nting e -Be ne fits will e mpo we r MT A e mplo ye e s b y e na b ling the m to ma na g e the ir Be ne fits the mse lve s. T he y will b e a b le to ma ke e le c tio ns o r mo dify the ir Be ne fits during Ope n E nro llme nt a nd whe n the y ha ve L ife E ve nt c ha ng e s. T he MT A will e xpe rie nc e a re duc tio n in the vo lume o f Be ne fits info rma tio n tha t ha s to b e pro c e sse d b y the BSC a nd to re spo nd to c a lls pla c e d to the CMC. T he imple me nta tio n o f e -Be ne fits sho uld a lso re sult is mo re time ly c a pture o f da ta vis-à -vis L ife E ve nts c ha ng e s.

AR Rollout for MT A Bus - T

he Ac c o unts Re c e iva b le mo dule is no t fully utilize d b y a ll Ag e nc ie s. T his pro je c t’ s a im to ro ll o ut AR to a ll Ag e nc ie s b e g inning with MT A Bus. Othe r Ag e nc ie s will fo llo w b a se d o n the ir pre pa re dne ss.

We b- Ce nte r Upgr ade - T

his upg ra de will re pla c e e xisting do c ume nt a nd invo ic e re po sito ry a nd pro vide a we b -b a se d Co nte nt Ma na g e me nt syste m to se c ure ly c a pture , pro c e ss, sha re a nd ro ute dig ita l fo rms a nd invo ic e a c ro ss the e nte rprise via a c e ntra lize d pla tfo rm.

Shar e d Se r vic e s Be nc hmar k - T

he Be nc hma rking pro je c t will me a sure c urre nt BSC o pe ra tio na l pe rfo rma nc e c o mpa re d to Pe e rs tha t will ide ntify pro je c t o ppo rtunitie s to de ve lo p a b usine ss c a se le a ding to a n a c tio na b le ro a dma p.

Supre me Court Ruling in Janus Case - I

n July the Supre me Co urt rule d the re pre se nte d e mplo ye e s ha d the rig ht to c ho o se no t to pa y Unio n Due s. BSC ha s b e e n wo rking with L a b o r Re la tio ns to a dministe r the se c ha ng e s a fte r re c o nc iling the re c o rds o f the Unio n with tho se with the BSC. T his wo rk is o ng o ing a nd sho uld b e c o mple te d sho rtly.

HQ Non- Re p T

• tal Re war

ds Pilot - Pro duc e a nd e na b le a vie w o f e mplo ye e to ta l c o mpe nsa tio n re po rting thro ug h the PS po rta l to b uild e mplo ye e a wa re ne ss o f c o mple te

c o mpe nsa tio n pa c ka g e a nd o the r fring e b e ne fits tha t the MT A pro vide s. Go a l is to drive e mplo ye e e ng a g e me nt a nd re te ntio n. 11

Pro je c t De finitio ns

Cash F

• r

e c asting Module - MT

A de c ide d to imple me nt the PS Ca sh F

• re c asting Mo dule to a ssist in pla nning fo r future liq uidity. T

his is sc he dule d to g o live la te r this ye a r.

Pe nsion Phase II - No w tha t the ve rsio n 9.2 Pe o ple So ft Pe nsio n Administra tio n syste m ha s b e e n suc c e ssfully imple me nte d, this Pha se I

I MT A Pe nsio n Administra tio n Pro je c t will c o nve rt a nd imple me nt the Sta te n I sla nd Ra pid T ra nsit Ope ra ting Autho rity (SI RT OA), Ma nha tta n a nd Bro nx Surfa c e T ra nsit Ope ra ting Autho rity (Ma BST OA) DB Pe nsio n Pla ns, MT A Bus Pe nsio n Pla ns a nd L

• ng I

sla nd Ra il Ro a d (L I RR) c lo se d pla ns into the c e ntra lize d Pe o ple So ft syste m a t the MT A BSC to fa c ilita te the a uto ma te d ma na g e me nt o f the DB Pla ns a t MT A.

Gove r nme nt Ac c ounting Standar ds Boar d - T

he a c c o unting b o a rd c ha ng e s ho w le a se a c c o unting is ha ndle d e ffe c tive fo r F ina nc ial sta te me nts issue d a fte r 1/ 1/ 2020. F

• r the MT

A tha t wo uld me a n Q1 2020 imple me nta tio n. We a re wo rking o n a n a ll Ag e nc y re po rting stra te g y tho ug ht HQ’ s c o mptro lle r’ s o ffic e .

CPICS - T

his pro je c t is to e nha nc e c urre nt syste ms a t the MT A (Pe o ple so ft a nd K RONOS) in o rde r to re pla c e the NYCT CPI CS syste m. CPI CS is a RAMI S-b a se d ma infra me a pplic a tio n tha t is no lo ng e r suppo rte d b y the ve ndo r b ut wa s suppo rte d b y o ne in-ho use e mplo ye e who ha s no w re tire d. T he prima ry func tio n o f the Ca pita l Pro je c t I nfo rma tio n a nd Co ntro l Syste ms (CPI CS) is to ag g re g a te CPM la b o r c ha rg e s b y PSE # a nd sub mit a ll CPM E ng ine e ring F

• rc e Ac c o unt (E

F A) la b o r c ha rg e s to the NYCT Ca pita l Ac c o unting Syste m (CAS) fo r b illing a nd re imb urse me nt. E F A c ha rg e s a c c o unts fo r a ppro xima te ly o ne third o f NYCT ’ s re imb ursa b le fo rc e a c c o unt la b o r; fo r 2017, whic h wa s $92 millio n e xc lusive o f o ve rhe a d.

PUM Upgr ade - Upg ra de the c urre nt Pe o ple So ft e nviro nme nt to the la te st a vaila b le re le a se . T

he BSC is wo rking with the Ag e nc ie s to de te rmine prio ritie s o f ne w a va ila ble Mo dule s a nd F e a ture s.

Ac c e le r ate d Close - MT

A c o ntinue s to a c c e le ra te the time line ss in whic h the F ina nc ia l Sta te me nts a re a va ila ble to the Bo a rd.

Conve r sion of Pape r to e -F

• r

ms Phase 1 - T

he pro je c t will c o nsist o f c re a ting a pa pe rle ss E

• fo rms stra te g y a nd pla tfo rm tha t e na b le s MT

A e mplo ye e s, re tire e s, a nd supplie r’ s o nline e ntry, a nd c o lle c tio n o f da ta via a n e le c tro nic fo rm tha t is a c c e ssib le fro m the Po rta l o r Mo bile de vic e s.

Data War e house (E nte r pr ise Pe r for manc e Manage me nt) - T

his pro je c t will re pla c e le g a c y E PM da ta wa re ho use a nd e na b le Busine ss inte llig e nc e (BI ) te c hno lo g y to a na lyze da ta a nd pre se nting a c tio na b le info rma tio n to he lp MT A le a de rship, a nd e nd use rs to wa rds ma king info rme d b usine ss de c isio ns b a se d o n c urre nt a nd histo ric a l da ta .

12

Appe ndix

13

No ta b le Pro c ure me nts – I T

14

De sc r iption Contr ac t Cur r e nt Status

Ultra -Wide Ba nd T e c hno lo g y Ra dio te c hno lo g y tha t use s hig h- b a ndwidth c o mmunic a tio ns to pro vide se nso r da ta c o lle c tio n fo r c o ntro l syste ms a nd pre c isio n tra in lo c a ting a nd tra c king a pplic a tio ns. Pha se 2 o f Pro o f o f Co nc e pt Pilo ts a wa rde d. Pilo ts to b e c o mple te d b y e nd o f 4th q ua rte r 2018. All-Ag e nc y E le c tro nic Pro je c t Ma na g e me nt Syste m So ftwa re pa c ka g e use d fo r de sig n a nd c o nstruc tio n pro je c t ma na g e me nt, do c ume nt sto ra g e , a nd sta ke ho lde r c o lla b o ra tio n. Co ntra c t a ppro ve d b y the Bo a rd in July. Awa rd a ntic ipa te d 4th q ua rte r 2018. Da ta Ce nte r Ope ra tio ns & Ma na g e me nt Se rvic e s Se rvic e c o ntra c t to ma na g e a ll a spe c ts o f da ta c e nte r o pe ra tio ns a nd ma inte na nc e , inc luding ma infra me a nd midra ng e e nviro nme nts a t 3 MT A site s. RF P pro c e ss is o ng o ing . Pro po sa ls unde r re vie w.

No ta b le Pro c ure me nts - Ope ra tio ns

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De sc r iption Contr ac t Cur r e nt Status

Ma inte na nc e Re pa irs & Ope ra tio ns Stre a mline d Ma rke tpla c e purc ha se s o f a wide -ra ng e o f ma inte na nc e ma te ria ls inc luding b uilding supplie s e le c tric a l ite ms. Pro po sa ls re c e ive d, o ra l pre se nta tio ns he ld. F le e t Mainte na nc e a nd Re pa ir o f No n-Re ve nue Ve hic le s Ne two rk o f ve hic le se rvic e sho ps. All-Ag e nc y RF P to b e a dve rtise d b y De c e mb e r 2018. Wa te r & Wa te r Co o le r Purc ha se s Supply a nd de live ry o f wa te r a nd wa te r c o o le rs fo r va rio us fa c ilitie s. Awa rde d Se pte mb e r 2018. Unifo rms Supply a nd de live ry o f unifo rm g a rme nts. 16-mo nth time e xte nsio n a wa rde d Oc to b e r 2018. All-Ag e nc y RF P b e ing de ve lo pe d. F ire Sa fe ty (Ala rms a nd CCT V) F ire sa fe ty a nd c o mmunic a tio n e q uipme nt insta lla tio n a t 20 L I RR lo c a tio ns. So lic ita tio n is unde r de ve lo pme nt fo r a wa rd in 2019.

De sc r iption Contr ac t Cur r e nt Status

Be ne fits Pro g ra ms All-Ag e nc y Visio n Be ne fits Ste p 1 pre q ua lific a tio n c o mple te d. All-Ag e nc y De nta l Be ne fits RF P b e ing de ve lo pe d. Awa rd a ntic ipa te d 4th q ua rte r 2019. De nta l Be ne fits fo r NYC T ra nsit E mplo ye e s, Re tire e s a nd De pe nde nts fro m SSSA a nd T SO L

• c a l 106

RF P b e ing de ve lo pe d. Awa rd a ntic ipa te d 1st q ua rte r 2019. Me tro No rth Me dic a l a nd Pre sc riptio n Be ne fits Ste p 1 pre q ua lific a tio n c o mple te d. No -F a ult, Wo rke rs Co mpe nsa tio n, Ge ne ra l, Auto -L ia bility Pro g ra ms Me dic a l Bill Re vie w, Wo rke rs’ Co mpe nsa tio n PPO a nd Pha rma c y Be ne fits RF P a dve rtise d Se pte mb e r 2018. Awa rd a ntic ipa te d 4th q ua rte r 2018. Pe nsio n Pha se 2 I nde pe nde nt Va lida tio n a nd Ve rific a tio n Co nsulta nt Awa rde d to Pric e Wa te rho use Co o pe r in Ma rc h 2018. Syste m I mple me nta tio n Co ntra c t with I BM a ppro ve d b y the Bo a rd in July. Awa rd pe nding .

16

No ta b le Pro c ure me nts – HR/ Be ne fits

No ta b le Pro c ure me nts – Ma rke ting

De sc r iption Contr ac t Cur r e nt Status

On-Ca ll Ma rke t Re se a rc h Se rie s o f c o nsulta nts to pro vide a va rie ty o f ma rke ting se rvic e s o n a mini- b id b a sis. Co ntra c ts a ppro ve d a t F e b rua ry Bo a rd. E ig ht o f the 10 a wa rde e c o ntra c ts e xe c ute d . Cre a tive Adve rtising , Ma rke ting Pla nning , Me dia Buying & Cla ssifie d Adve rtise me nts A full se rvic e ma rke ting c o ntra c t fo c using o n stra te g y de ve lo pme nt a nd b ra nding using e xisting a nd ne w te c hno lo g ie s a nd me dia . E xa mple s o f se rvic e s inc lude b ra nding , g e ne ra l a dve rtising , pro mo tio ns, e mplo ye e c o mmunic a tio ns, dire c t ma il, so c ia l me dia , c la ssifie d/ le g al a nd re c ruitme nt a d pla c e me nt. RF P pro c e ss is o ng o ing . Ora l pre se nta tio ns he ld, te c hnic a l e va lua tio ns o ng o ing . Awa rd a ntic ipa te d 1st q ua rte r 2019.

17

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No ta b le Pro c ure me nts – F ina nc e

De sc r iption Contr ac t Cur r e nt Status

Co mpre he nsive Ba nking Se rvic e s T he se le c te d b a nk(s) will pro vide c a sh ma na g e me nt, de po sit se rvic e s, c usto mize d lo c kb o x se rvic e s a nd c usto dia l se c uritie s se rvic e s. All-a g e nc y RF P issue d. Pro po sa ls due in No ve mb e r. Co rpo ra te Cre dit Ca rd Pro g ra m Pro c ure me nt c a rds, c a rdle ss a c c o unts, tra ve l c a rds a nd tra ve l se rvic e s c a rdle ss a c c o unts fo r b usine ss use . All-a g e nc y RF P b e ing de ve lo pe d. Awa rd is a ntic ipa te d 2nd q ua rte r 2019.

BSC Be nc hma rk – Cro ss-func tio na l Summa ry

F ina nc e Co mmitte e No ve mb e r 13, 2018

Ha c ke tt’ s BSC b e nc hma rk ta xo no my e nsure s a n a pple s-to -a pple s c o mpa riso n

• PO Processing
• Supply Data Management
• Supplier Scheduling
• Receipt Processing
• Accounts Payable
• Travel & Expense
• Cash Application
• Billing
• Fixed Assets
• Intercompany Accounting
• Cost Accounting
• General Ledger Accounting
• Application Update

Development & Deployment

• Information Data Sourcing &

Integration

• Data Center Management
• Network Management
• Service Desk
• End User Device Support

Process Category Process

Account to Report Information Technology Order to Cash Purchase to Pay

• Time and Attendance
• Payroll
• Health and Welfare

Administration

• Compensation Administration
• HRIS (Data Management and

Reporting)

• Compliance Management
• Service Strategy
• Contact Center Management
• Information Technology
• Continuity Management
• Continuous Service

Improvement

Service Management HR Administration Time to Pay

• Compliance Management
• Sourcing Execution
• Supplier Management and

Development

• Sourcing and Supply Base

Strategy

• Function Management

Other Procurement Processes

Ove r vie w

• Overall, the BSC has been working hard to meet business demands, but faces several challenges (e.g., complexity driven by the

large number of collective bargaining agreements, lack of some technology components, a limited level of standardization)

• BSC Management team received positive feedback in executive interviews with a noted mindset at trying to improve processes

across the MTA and BSC

• There is a lack of clarity across MTA about what the BSC is responsible for

Cost, staffing

• In the Towers, staffing levels are generally lower than comparison groups
• Worker to supervisor ratio is higher in most processes
• The IT Tower relies on a lot of contractors to meet business demand for project work
• In most Towers, we heard about some individuals with extensive knowledge. Need to develop others on the team to minimize

risk related to business continuity

• Due to location in New York City, the average labor costs per FTE are higher than comparison groups in all processes

T e c hnology e nable me nt

• While PeopleSoft provides a standardized platform, there are also many legacy applications that feed data to PeopleSoft. This

creates support complexity for IT

• Some manual processes remain across the BSC. Many examples of processes that get started with a form but then have to be

entered manually into the system or scanned

• No knowledge management system in place to document expected actions/steps for common transactions

BSC Ove ra ll Ob se rva tio ns Cro ss-func tio na l

Observation Category Rating

Lagging Performance Leading Performance Achieving Performance

Be st pr ac tic e s asse ssme nt

• Improvements have been recognized in the GL Close process, but there is ongoing desire to do more. Interviews suggested

that non‐standard processes drive the close cycle.

• Across the Towers and CMC, manual transactional processes exist that challenge efficiency, timeliness and quality
• Across the Towers and CMC, process documentation and standardization are incomplete
• Gaps exist across BSC resources in terms of training/knowledge

Stake holde r pe r c e ption

• Gaps in desired customer service orientation of BSC resources/staff
• Lack of follow‐up on issues/tickets
• Concerns over “bench strength” at BSC
• Inconsistent quality/completeness of transactions done at BSC

BSC Ove ra ll Ob se rva tio ns Cro ss-func tio na l

Observation Category Rating

Lagging Performance Leading Performance Achieving Performance

BSC’ s Ac c o unts Pa ya b le pro c e ss is hig hly e ffic ie nt; sta ffing le ve ls a nd pro duc tivity me tric s suc h a s I nvo ic e s pe r F T E a re

• utpe rfo rming o the rs

Effectiveness measures such as error rates, days to process an invoice, and percent of total electronic invoices reveal an opportunity to improve automation

Pa yro ll Administra tio n sta ffing le ve ls a re b e lo w o the rs a nd hig hly e ffic ie nt

MT A BSC’ s HRI S pro c e ss

BSC I T ha s fe we r F T E s c o mpa re d to Pe e rs a nd o the r Pub lic se c to r pe e rs

BSC E mplo ye e Co nta c t Ce nte r pro duc tivity me a sure s a re simila r to Pe e rs a ltho ug h c o st pe r c o nta c t is hig he r, due to la b o r ra te s

Sta ke ho lde r Surve y Ove ra ll Sa tisfa c tio n

Detractors Neutral Promoters

1‐6 7‐8 9‐10

Average

37%

36% 27%

6.73

1 10

Benefits Enrollment HR Transactional Processing Timekeeping PeopleSoft Support Services PeopleSoft IT Security

31%

36% 34%

7.13

1 10

30%

39% 31%

7.12

1 10

38%

24% 39%

6.68

1 10

33%

26% 41%

7.24

1 10

36%

34% 31%

7.03

1 10

Customer Management Center Accounts Payable

46%

29% 26%

6.28

1 10

Payroll

29%

34% 37%

7.29

1 10

Overall

6.93

1 10

35%

36% 29%

MT A Busine ss Se rvic e Ce nte r E nte rprise I nitia tive s

De ve lo p ta le nt ma na g e me nt stra te g y with a fo c us o n de ve lo ping “b e nc h stre ng th” a t the BSC De ve lo p kno wle dg e ma na g e me nt a ppro a c h/ syste m Do c ume nt pro c e dure s to drive c o nsiste nc y, kno wle dg e a nd e na b le tra ining o f ne w re so urc e s Bro a de n CMC tra ining / kno wle dg e to a llo w the m to a nswe r mo re q ue stio ns dire c tly ra the r tha n ro uting to T

• we rs

E va lua te a nd impro ve c usto me r se rvic e

• rie nta tio n o f BSC thro ug h de ve lo pme nt o f

c usto me r sa tisfa c tio n surve y Co ntinue to e va lua te te c hno lo g ie s to he lp a uto ma te hig hly ma nua l, rule s-b a se d pro c e sse s

Low High High

Value Complexity Initiatives ID

People/Organization/Governance Technology Initiative Process Initiative

2b 2a 3 4 1 5 2b 2a 3 4 1 5

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