
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
UCSF Controller’s Office Unit: Accounts Payable Area of ServiceService 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 ContactAP Service Desk 415-476-2126 Primary Escalation Point of ContactSteven Engen , Accounts Payable Manager
415-476-8449
Gail Kawakami, Travel & Entertainment Manager 415-476-5656
UCSF Controller’s Office Unit: Administrative Services Area of ServiceService 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 ContactController's Office Main Line 415-476-1247 Primary Escalation Point of ContactRon Norris, Director - Administrative Services
415-476-1318
UCSF Controller’s Office Unit: Capital Accounting Area of ServiceService Level Expectation
1 Equipment Inventory Modification Request (EIMR) Within 1 business day of receipt, post information and/or respond. 2 Process Equipment InvoicesWithin 5 business days of receipt, record and send to department for Approval Request. 3Invoice 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 ContactRenee Boyd 415-502-3042 Primary Escalation Point of ContactStan Zimmerman, Capital Accounting Manager
415-476-0829
UCSF Controller’s Office Unit: Cash and Controls Area of ServiceService Level Expectation
1Credit 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 daysPrimary Point of Contact Michael Dow 415-476-8316 Primary Escalation Point of ContactToni Sims 415-502-8432 Secondary Escalation Point Scott Fong 415-476-0834 3Petty Cash
1. Set up new Petty Cash Acct
2. Replenish Petty Cash account
3. Change of custodian1. 5 business days
2. 5 business days
3. 2 business days
Primary Point of Contact Edith Bukey 415-476-8746 Primary Escalation Point of ContactKevin Leung 415-476-8878 Secondary Escalation PointScott Fong 415-476-0834
UCSF Controller’s Office Unit: Extramural Funds Area of ServiceService Level Expectation
1Award 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 ContactAward Set-Up: Michael Grafton, Manager
415-476-4620 3Payroll 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 ContactPayroll Expense Transfers: Wendy Hom, Manager
415-476-8688
UCSF Controller’s Office Unit: General Accounting & Financial Reporting Area of ServiceService 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 ContactJames Reiter 415-502-3004 Primary Escalation Point of ContactJeff Yepsen, General Accounting Manager
415-502-7430
UCSF Controller’s Office Unit: Payroll Area of ServiceService 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 ContactPayroll Service Desk 415-476-3836 Primary Escalation Point of ContactYvonne Deshayes, Payroll Manager
415-476-3169
UCSF Controller’s Office Unit: Student Accounts Area of ServiceService Level Expectation
1 DisbursementSatellite 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 CollectionProcess Student Loan Repayment:
Within 3 business days Primary Point of ContactDisbursement: Freddie Robinson
415-476-2881
Collections: Essie Legaspi
415-476-1904 Primary Escalation Point of ContactPearl Chen, Student Accounts Manager
415-476-4289
UCSF Controller’s Office Unit: Systems Area of ServiceService Level Expectation
1 Customer Support calls and Web Remedy requests by PriorityAn 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 ContactCustomer Help Desk 415-514-4100 Option 3 Primary Escalation Point of ContactLinda Lenox, Systems Manager
415-476-3810
This page last updated on: Tuesday May 06 2008