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.

Accounts Payable

Area of Service Service Level Expectation
Customer Service Calls or Emails Call or email response back to our customers within 1 business day.
New Vendor Set-up Completed within 2 business days provided accurate W9 is received by Accounts Payable.
Invoice and Check Requests Payments Processed within 10 business days of receipt by Accounts Payable (payment issued upon terms). Past due and valid rush invoices/check requests processed within 3 business days.
Travel Advances Payment issued within 2 business days of receipt by Accounts Payable.
Travel Expense Vouchers (TEVs) and Check Requests for Entertainment and Meeting Expenses (CRÈME) Payment issued within 10 business days.
Invoice Copies (for invoices not originated from the departments) Copies mailed to departments within 2 weeks of payment date.

Primary point of contact: CO Solution Center
Primary escalation point of contactGail Kawakami, Director of Accounts Payable and Travel

Capital Accounting

Area of Service Service Level Expectation
Equipment Inventory Modification Request (EIMR) Within 1 business day of receipt, post information and/or respond.
Process Equipment Invoices Within 5 business days of receipt, record and send to department for Approval Request.
Invoice Approval Follow-up with Department to approve & return invoice Within 10 business days of mailing, follow-up with department to determine status.
Primary point of contact: Renee Boyd
Primary escalation point of contactShannon Turner, Assistant Controller - Accounting & Reporting

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
Primary point of contact: [email protected] 415.476.1349
Secondary escalation point of contact: Christine Chiang, Operations and Accounting Manager

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 Stewart Begliutti Florence Lu
Payroll Expense Transfers (PETs) To ensure processing of PETs by the Payroll deadline, please see GL monthly schedule for PET due dates to CGA and see OLPPS/OPTRS Online Processing Schedule for monthly Payroll deadlines. Simon Ng  Ellyn McCaffrey 

General Accounting & Financial Reporting

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

Primary Escalation Point of ContactShannon Turner, 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.
W2 copies Copies mailed or faxed to our customers within 48 hours of the request.
Final Paycheck Final Employee payment delivered within 72 hours of termination (per legal requirement)

Primary Point of Contact: Payroll Service Desk 415.476.2126
Primary Escalation Point of Contact: Jane Bronson, Interim Payroll Operations Manager
Secondary Escalation Point of Contact: Shylah Conway-Hamilton, Payroll Director

Student Accounts

Area of Service Service Level Expectation Primary Point of Contact Primary Escalation Point of Contact
Disbursement Mission Center Bldg, 4th Floor from 8am – 5pm Helen Szeto Alexandra Jalali
Collection Process Student Loan Repayment: Within 3 business days Melinda Howard Ellyn McCaffrey