Controller's Office Customer Service Statement

A major goal of the Controller’s Office is to provide our customers with a level of service consistent with the principles of the Financial and Administrative Services (FAS) C.A.R.E. Customer Service Model. The model states that in all of our work, we will be Collaborative, Accountable, Responsive, and Efficient. To support this model, we offer service levels to our customers.

Service Levels are performance standards at both the Controller’s Office level and at the individual unit level within the Controller’s Office. These service levels have been established for communication, processing, and conduct. This service level framework will provide our customers with an understanding of our services and timelines.

Extramural Funds  

Back to Top

UCSF Controller’s Office Unit: Accounts Payable
Area of Service

Service Level Expectation

(Please Note, all service levels have the assumption that all documents received by Accounts Payable are complete, follow policy, have the proper approvals and accounting distribution).

1
Customer Service Calls or Emails
Call or email response back to our customers within 2 business days.
2
New Vendor Set-up
Completed within 2 business days (this process may add up to 2 business days to the Service Level for payments if new vendor set-up is required).
3
Check Requests (non invoice payments)
Payment made within 5 business days of receipt by Accounts Payable.
4
Check Request (invoice attached)
Payment made by invoice due date (usually 30 days after invoice date) if received at least 5 business days before due date
5
Invoice Payments
Payment made by invoice due date (usually 30 days after invoice date) if received at least 5 business days before due date
6
Travel Advances
Payment made within 2 business days of receipt by Accounts Payable.
7
New Speedchart Set-up or Inquiries
New Speedchart issued within 2 business days.
8
Travel Expense Vouchers (TEVs) and Check Requests for Entertainment and Meeting Expenses (CRÈME)
Payment made within 10 business days.
9
Invoice Copies (for invoices not originated from the departments)
Copies mailed to departments within 2 weeks of payment date.
Primary Point of Contact
AP Service Desk 415-476-2126
Primary Escalation Point of Contact

Steven Engen , Accounts Payable Manager
415-476-8449
Gail Kawakami, Travel & Entertainment Manager 415-476-5656

Back to Top

UCSF Controller’s Office Unit: Administrative Services
Area of Service

Service Level Expectation

1
Controller's Office Main Telephone Line
Calls will be answered by the 4th ring.
2
Customer Calls or E-mails
Responses will be provided, or inquiry referred to correct unit/staff person within 2 hours.
Primary Point of Contact
Controller's Office Main Line 415-476-1247
Primary Escalation Point of Contact

Ron Norris, Director - Administrative Services
415-476-1318

Back to Top

UCSF Controller’s Office Unit: Capital Accounting
Area of Service

Service Level Expectation

1
Equipment Inventory Modification Request (EIMR)
Within 1 business day of receipt, post information and/or respond.
2
Process Equipment Invoices
Within 5 business days of receipt, record and send to department for Approval Request.
3
 Invoice Approval Follow-up with Department to approve & return invoice Within 10 business days of mailing, follow-up with department to determine status.
4
Invoice to Asset Consolidation incl. invoice items and prepare asset for recording in PS-AM
Within 5 business days of voucher.
Primary Point of Contact
Renee Boyd 415-502-3042
Primary Escalation Point of Contact

Stan Zimmerman, Capital Accounting Manager
415-476-0829

Back to Top

UCSF Controller’s Office Unit: Cash and Controls
Area of Service

Service Level Expectation

1
 Credit Card
Set up new Acct.
1. Terminal
2. Internet
1. 7 business days
2. 12 business days
2
Cash Deposits
Research cash deposits
including wires & ACH
payments
3 business days
Primary Point of Contact Michael Dow 415-476-8316
Primary Escalation Point of Contact
Toni Sims 415-502-8432
Secondary Escalation Point Scott Fong 415-476-0834
3

Petty Cash
1. Set up new Petty Cash Acct
2. Replenish Petty Cash account
3. Change of custodian

1. 5 business days

2. 5 business days

3. 2 business days

Primary Point of Contact Edith Bukey 415-476-8746
Primary Escalation Point of Contact
Kevin Leung 415-476-8878
Secondary Escalation Point
Scott Fong 415-476-0834

Back to Top

UCSF Controller’s Office Unit: Extramural Funds
Area of Service

Service Level Expectation

1
 Award Setup

To set up an award within 6 working days:

- from the date that the department responds with department code, DPA, and other information for NEW AWARDS

- from the date that the Office of Sponsored Research transmits its e-mail notification for AWARD MODIFICATIONS

This six-day turnaround time will increase to 8 days during periods of high volume, particularly during the months of June and September
Primary Point of Contact

Award Set-Up: Faye Ou
415-476-8689

Primary Escalation Point of Contact
Award Set-Up: Michael Grafton, Manager
415-476-4620
3

Payroll Expense Transfers (PETs)

To process PETs received mid-month by Payroll deadline.
Please see GL monthly schedule for PETs due to EMF: http://acctg.ucsf.edu/general_accounting/index.htm and see OLPPS/OPTRS Online Processing Schedule: http://acctg.ucsf.edu/payroll/index.htm for monthly Payroll deadlines.
Primary Point of Contact Payroll Expense Transfers: Compliance Accountant 415-476-4571
Primary Escalation Point of Contact
Payroll Expense Transfers: Wendy Hom, Manager
415-476-8688

 

Back to Top

UCSF Controller’s Office Unit: General Accounting & Financial Reporting
Area of Service

Service Level Expectation

1
AFP - Set up new chartfield
Within 2 business days
2
Tax Services of W-9 submission
Within 2 business days of receiving required information
Primary Point of Contact
James Reiter 415-502-3004
Primary Escalation Point of Contact

Jeff Yepsen, General Accounting Manager
415-502-7430

Back to Top

UCSF Controller’s Office Unit: Payroll
Area of Service

Service Level Expectation

(Please Note, all service levels have the assumption that all inquiries and/or documents received by Payroll are detailed, complete, follow policy and have all of the proper approvals.)
1
Customer Service Calls or Emails
Call or email response back to our customers within 24 hours.
2
W2 copies
Copies mailed or faxed to our customers within 48 hours of the request.
3
Final Paycheck
Final Employee payment delivered within 72 hours of termination (per legal requirement)
Primary Point of Contact
Payroll Service Desk 415-476-3836
Primary Escalation Point of Contact

Yvonne Deshayes, Payroll Manager
415-476-3169

Back to Top

UCSF Controller’s Office Unit: Student Accounts
Area of Service

Service Level Expectation

1
Disbursement

Satellite Office Location and Hours

  • Millberry Union, G Level , Room 3 from 2:30 to 4:30p.m.
  • Mission Bay – upon request
  • Mission Center, 3rd Floor from 9 to 4pm
2
Collection

Process Student Loan Repayment:
Within 3 business days

Primary Point of Contact
Disbursement: Freddie Robinson
415-476-2881
Collections: Essie Legaspi
415-476-1904
Primary Escalation Point of Contact

Pearl Chen, Student Accounts Manager
415-476-4289

Back to Top

UCSF Controller’s Office Unit: Systems
Area of Service

Service Level Expectation

1
Customer Support calls and Web Remedy requests by Priority

An incident must be acknowledged and an incident resolution plan communicated within specific time frames.
  Urgent is the highest priority. It is used for emergencies that have campus-wide impact and have caused work to stop. This includes: a production system outage or a key application error.
  • Response is within 1 business hour.
  • Notice to the campus of the application issue.
  • Plan for problem resolution must be developed and communicated to the customer and to the campus community within 2 business hours.
  High is the second highest priority. It is used for problems that cause a department’s work to stop or slow.
  • Response to the customer must take place within 4 business hours.
  • Plan for resolution must be developed and communicated within 8 business hours.
  Medium is the third highest priority. It is used for problems where there is a work-around, such as a process runs too long.
  • Reponse to the customer must take place within maximum of 24 business hours.
  • Plan for resolution must be developed and communicated within 48 business working hours.
Normal or Low is the lowest priority. It is used for problems that need to be fixed but do not impact the department’s work
  • Response to the customer must take place within maximum of 24 business hours.
  • Plan for resolution will be communicated at time work begins.
Primary Point of Contact
Customer Help Desk 415-514-4100 Option 3
Primary Escalation Point of Contact

Linda Lenox, Systems Manager
415-476-3810

 

 

This page last updated on: Tuesday May 06 2008