July - December | 2017
- Engaged with several units that volunteered to be early adopters.
- Provided messaging template, instructions on how to get started, and individualized transition support.
- Streamlined start-up approach to just a few hours of planning and a week of deployment from start to finish.
- Identified rollout schedule for remaining departments by the end of the fiscal year.
- Feedback from all users was overwhelming positive.
- The time from submission to payment receipt could be achieved in three business days.
January - June | 2017
- Pilot departments (CSS, IST, BAM/PFA) used the new system for all processing.
- Captured and incorporated feedback; resolved programming bugs.
- Identified change management approach for deployment across campus.
- Updated the website with instructions on how to use the new process, training materials, and “how-to” videos.
Determined system and process ready for broader deployment directly to employee-travelers.
April - December | 2016
- Met regularly with Travel Reimbursement system programmers to design and test iterations of functionality and ease of use.
- Gathered feedback from identified pilot departments and key stakeholders, with emphasis on approval workflow, end-to-end transaction posting, and notification capabilities.
- Cleaned up abandoned records.
Implemented new screens and database coding during winter holiday curtailment.
January - March | 2016
- Expanded the 'Frequently Asked Questions' section of the website.
- Met with the Working Group for guidance and concurrence on addressing areas in policy that most frequently generate questions.
- Met weekly with the Travel Reimbursement system programmers to design enhancements to support opening the system for direct entry of expense reports by employee-travelers.
- Provided demonstrations of the proposed system enhancements to the Working Group and to Campus Shared Services.
September - December | 2015
- Coordinated second TSA PreCheck enrollment event with 600+ attendees.
- Produced informational videos on the benefits of Connexxus and using a Direct Bill ID to pay for airfare.
- Developed strategy to eliminate duplicate data entry of reimbursement requests - target implementation in spring 2016.
Published instructions for travelers to track their own reimbursement request.
July - August | 2015
- Organized a TSA PreCheck enrollment event in July and over 300 campus travelers and their family members participated. Due to popular demand, we scheduled a second event with double capacity for mid-September.
- Developed website, including early adoption of a new Open Berkeley template.
Launched a new travel website (travel.berkeley.edu).
April - June | 2015
- Conducted targeted analysis of several scenarios where practice challenged policy.
- Rolled out a satisfaction survey to travelers with approved reimbursements to capture their feedback about the experience.
- Staff and student volunteers tested multiple booking and reimbursement scenarios. The results helped shape the new website by clarifying information travelers need to know when booking a trip or requesting reimbursement.
- Held interviews with several stakeholders to better understand the concerns and needs of travelers and developed an impact map to inform effective project direction.
- Developed a site map for new web pages geared to travelers, using site analytics and user feedback.
- Campus Shared Services formed and trained teams dedicated to handling only travel and entertainment transactions.
- Gathered feedback from the travel community which confirmed we were making the right improvements in the reimbursement experience.
Created a consistent messaging system to release monthly news to a broad audience from the campus travel community.
January - March | 2015
Formed the project team.
- Identified resources and priorities for launch.
- Recruited team members from across campus.
- Identifed scope of the project.
- Set goals and success criteria.
Created working groups and met regularly to:
- Define and obtain baseline metrics.
- Review roles and responsibilities in current and ideal process.
- Examine options for streamlining the reimbursement process.
- Simplify and clarify policies, guidelines, and operating rules.
- Assess options for enhancing existing systems/technology.
- Create a change management strategy and communication plan.
Campus Shared Services and Central Accounts Payable offices gathered one month of data to get a baseline of the quality of information provided on reimbursement requests and the turn-around time from submission to payment. This data helped to inform pain points and opportunities.
Organized a TSA PreCheck enrollment event in July and over 300 campus travelers and their family members participated . Due to popular demand, we scheduled a second event with double capacity for mid-September.