Dear Colleagues,

It has been a busy summer in UCSF Human Resources, and I am glad to share an update on some key activities.

UCSF PeopleConnect: We are on the verge of launching UCSF PeopleConnect, HR’s new customer relationship management (CRM) tool. PeopleConnect will provide an intuitive portal for UCSF employees and managers to find HR information and communicate with HR about questions. Watch our brief video, Welcome to UCSF PeopleConnect, to learn more.  

In the next few weeks, HR staff will begin to introduce PeopleConnect to new employees during onboarding and spread the word through regular interactions with employees and managers. After this initial soft launch period in the early fall, we will plan a more extensive outreach effort about PeopleConnect. Watch HR Update for details on when PeopleConnect is officially live. 

In early 2018, PeopleConnect will replace the HR Service Request System forms for departments to submit HR actions. We will conduct a pilot with a few departments in late fall before rolling out the new forms to the whole campus. My team and I are enthusiastic about the opportunities PeopleConnect presents to standardize our work, enabling us to provide more efficient service and better track data to our Service Partnership Agreements. I am grateful for the support of customer focus group participants and system testers who have provided feedback.  

Customer Survey: A year ago, we overhauled our HR customer satisfaction survey to gather better data on customer needs more often. We have now completed four waves of the survey, and I want to share some key findings:

  • Our staff are viewed as knowledgeable, competent, and are valued partners by their customers. 
  • HR service has shown a steady, gradual improvement over the past five years.
  • We need to improve our customer-facing tools, such as the website.
  • We need to improve response time.   

We are enthusiastic about how PeopleConnect helps us address customer-facing tools and response time. We are closely watching the survey results each wave and using them to guide our continuous improvement priorities. The latest wave of the HR customer satisfaction survey starts this week.  

Improvement Highlight: I am pleased to highlight an area where we have seen the impact of our continuous improvement efforts. Academic Shared Services wanted to improve the percentage of merit/promotion packets that were completed by the effective date, starting with the five faculty series. This focused approach was endorsed by the UCSF Steering Committee for Academic Affairs Information Systems Initiatives. Academic Shared Services partnered with departments to clarify departmental steps and adjust promotions committee timelines to better align with the review cycle, and implemented standardized internal HR processes and deadlines. For 2017, the initial trend shows approximately 80% of packets completed by the effective date, an improvement from 66% in 2016 and 58% in 2014 and 2015. The next step is to analyze what is causing delays with the remaining packets and continue working with departments to reduce avoidable delays.

Career Tracks: Last but certainly not least, a year after the campus implementation of Career Tracks, we have completed almost all follow up activities. With just two job functions still being finalized, the implementation team is now focused on ensuring personnel files have complete documentation with new job descriptions and notification letters by early 2018. It was an intensive effort, and I thank you for your partnership throughout the Career Tracks transition! 

As always, please contact me with any questions.

Best regards,

David Odato
Associate Vice Chancellor, Human Resources
Senior Vice President, Human Resources
UCSF Health