Service Partnership Agreement

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 UCSF PRIDE Values: Professionalism, Respect, Integrity, Diversity, Excellence. To support PRIDE, we document service levels for our customers.

The main contact for the Controller's Office is the Controller's Office Solution Center. Whether contacting the Controller's Office via the main telephone line at 415.476.2126 or email at [email protected], the Controller's Office Solution Center provides service acknowledgement via an email within 1 business day.

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.

Capital Accounting

Area of Service Service Level Expectation
Equipment Inventory Modification Request (EIMR) Within 1 business day of receipt, post information and/or respond.
Property Tag Reissue Request Within 2 business days of receipt, post information and/or respond.
Capital Accounting Primary point of contact: [email protected] 
Primary escalation point of contact: Jeffrey Uchida, Manager - Capital Accounting

Cash and Controls

Area of Service Service Level Expectation
Credit Card: set up new account (terminal or internet) Within 14 business days of receiving required information
Cash Deposits Research cash deposits including wires and ACH payments Within 3 business days
Petty Cash
  1. Set up new Petty Cash account
  2. Replenish Petty Cash account
  3. Change of custodian
Within 5 business days
Cash and Controls Primary point of contact: [email protected] 415.476.1349
Secondary escalation point of contact: Alexandra Jalali, Director – Administrative Services

Contracts and Grants Accounting

Area of Service Service Level Expectation Primary Point of Contact Primary Escalation Point of Contact
Award Setup Within 6 business days from the first business day following: the CACTAS "Award Set-Up Queue Date" the CACTAS "CGA Ready" date if the documents from OSR are incomplete This 6-day turnaround time will increase to 8 days during periods of high volume, particularly during the months of June and September Your CGA Service Team CGA Service Desk

General Accounting & Financial Reporting

Area of Service Service Level Expectation Primary Point of Contact
COA - Set up new chartfield Within 2 business days of receiving required information [email protected]
Tax Services of W-9 submission Within 2 business days of receiving required information [email protected]
Central journal entry review and approval or denial Within 3 business days [email protected]

Primary Escalation Point of ContactNick Freyaldenhoven, Assistant Controller - Accounting & Reporting

 

Payroll

Area of Service Service Level Expectation
Customer Service Calls or Emails Call or email response back to our customers within 24 hours.

Primary Point of Contact: Payroll Service Desk 415.476.2126
Primary Escalation Point of Contact: Tyler Jane Bronson, Payroll Operations Manager
Secondary Escalation Point of Contact: Ashley Penny, Financial Services Director - Payroll

Student Accounts

Area of Service Service Level Expectation Primary Point of Contact Primary Escalation Point of Contact
Disbursement Contact the Supply Chain Management (SCM) Response Team using the UCSF Internal Support form (opens in new window).    
Collection Process Student Loan Repayment: Within 3 business days Melinda Howard Alma Martinez