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. |
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
|
Within 5 business days |
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 Contact: Nick 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 |