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Finance & Accounting Travel Reimbursement Process Analysis
Dr. Julia Pet-ArmacostAngela AlbertHéctor López
October 4, 2001
F&A Travel Process Analysis -OEAS 2
Overview of Presentation
ObjectiveMethodologyProcess FlowVolume of Documents, ErrorsInterview, Survey and Staff DataTraining Participation DataProcess ObservationsPreliminary Recommendations
November 20, 2001F&A Travel Process Analysis -
OEAS 3
Objective
Identify potential areas for improvementCustomer ServiceComplianceWork Environment
November 20, 2001F&A Travel Process Analysis -
OEAS 4
Methodology
Interview Processors (11)Development of Process FlowchartsPreparer Survey
149 out of 200 preparers responded30 questions;
Overall satisfactionDifferent aspects: accuracy, consistency, customer service, knowledge, training (preparer), etcOpen ended questions
November 20, 2001F&A Travel Process Analysis -
OEAS 5
Methodology (continued)
Traveler Survey150 out of 650+ travelers responded30 questions
Overall satisfactionDifferent aspects: accuracy, consistency, customer service, knowledge, training (preparer), etcOpen ended questions
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OEAS 6
Methodology (continued)
Process ObservationsGeneral observationsTiming of different tasksCollection and analysis of dataTurnover DataCapacity analysisRV’s processing lead time (department approval and F&A Travel processing)
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OEAS 7
Process Flow – Before TravelingT ra v e le rId e n t if ie sN e e d toT ra v e l
P re p a re ris s u e s T A R ,o b ta in s T A R #F lo w c h a r t # 1
N e e d C a s h A d v a n c e a n d /o r P a y m e n t
A u th o r iz a t io n ?
T ra v e l E x p e n s e s
V e n d o rs
P re p a re a n dS u b m it R e q u e s tF lo w c h a r ts # 3 ,
# 6 T ra v e lP ro c e s s o r
Y e s
C a s h A d v a n c e
P a y m e n t
A ir l in e , C a rR e n ta l, H o te l
A r ra n g e m e n ts
November 20, 2001F&A Travel Process Analysis -
OEAS 8
Cash Advance & Payment Authorization documents
Cash AdvanceApproximately 14 data elements
Payment AuthorizationApproximately 17 data elements
Elements in common: 11-12
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OEAS 9
Process Flow – After TravelingT r a v e l E x p e n s e s
C a r R e n ta lIn v o ic e .F lo w c h a r t # 4
A ir l in e In v o ic eF lo w c h a r t # 2
V e n d o r s
T r a v e l P r o c e s s o r
P r e p a r e r is s u e s R Vc la im
P a y m e n t t o V e n d o r s P u r c h a s in g C a r dE x p e n s e s -
In v o ic e
A d d i t io n s /C o r r e c t io n s
A s k f o r I n f o r m a t io n/ D o c u m e n ts
P a y m e n t t o T r a v e le r
A u d it o fR V
November 20, 2001F&A Travel Process Analysis -
OEAS 10
Volume of Documents
Volume of Documents Processed: Monhtly, Cumulative, 2000
1,869
22,041
19,449
17,569
15,790
14,106
11,061
8,580
6,625
4,095
2,4811,684 1,779 1,880
2,5923,0451,869 1,9552,5302,226
0
5,000
10,000
15,000
20,000
25,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct
# Of Do
cument
s
November 20, 2001F&A Travel Process Analysis -
OEAS 11
Volume of Documents by Type
Volume of Documents by Type - 2000
0%
20%
40%
60%
80%
100%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct
Perc
enta
ge
RV Airline Invoice Payment AuthorizationCar Rental Invoice Gas Invoice Cash Advance
November 20, 2001F&A Travel Process Analysis -
OEAS 12
Volume of Documents- RV’s
Volume of RV's Processed: Monhtly, Cumulative, Jan-Oct 2000
1,817
3,162
4,280
5,652
7,323
8,118
9,076
9,884
11,109
775
1372
795 958 8081225
10421345 1118775
1671
0
2,000
4,000
6,000
8,000
10,000
12,000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct
# Of D
ocume
nts
November 20, 2001F&A Travel Process Analysis -
OEAS 13
Distribution of RV’sDistribution of Processed RV's by Individual
Jan-Oct 2000
Oscar16%
Laura14%
Lita10%
Joey11%
Maria12%
Margarita12%
Jaggenauth (20%)
2%Amrita (50%)
5%
Raynaldo (70%)
8%Carmen
10%
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OEAS 14
Processors – Turnover, 2000
54% (7/13)613Total
50% (1/2)12A&P
100% (3/3)03OPS
37% (3/8)58USPS
TurnoverTotal RemainingDec 2000
Total Employees Jan 2000
Category
November 20, 2001F&A Travel Process Analysis -
OEAS 15
Processors – Turnover, 2000
60% (3/5)25Total
011USPS
75% (3/4)14OPS
TurnoverRemainingDec 2000
Hired During 2000Category
November 20, 2001F&A Travel Process Analysis -
OEAS 16
Error RateMonthly Error Rate
2.022.02 2.02
99-0098-9997-9896-970
0.5
1
1.5
2
2.5
Rate
- Pe
rcen
tage
of T
otal
Tra
nsac
tions
November 20, 2001F&A Travel Process Analysis -
OEAS 17
Interview Responses–Processors (11)
Greatest Difficulty in Getting Job Done
0
1
2
3
4
5
6
7
8
9
Document Related External to F&A(department)
Internal (F&ATravel)
Other
Abso
lute
Fre
quen
cy
November 20, 2001F&A Travel Process Analysis -
OEAS 18
Interview Responses – Processors (continued)
ExternalDepartments do not cooperatePreparers not following through on faxesPreparers reluctant to obtain informationPreparers: buffer between traveler and processor
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OEAS 19
Interview Responses – Processors (continued)
InternalDesktop procedures need to be uniformPolicies: fax ok or not?, phone call ok?Conflicting interpretation of Statutes
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OEAS 20
Interview Responses – Processors (continued)
OtherRespond to all inquiriesFilingAnswering phone calls, e-mailsInterruptions
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OEAS 21
Interview Responses – Processors (Continued)
Things that Slow down Travel Processing
2
433
11
0
2
4
6
8
10
12
IncompleteDocumentation
Multiple Tasks Calls,Interruptions
Regulations Other
Abso
lute
Fre
quen
cy
November 20, 2001F&A Travel Process Analysis -
OEAS 22
Interview Responses – Processors (Continued)
Greatest Opportunity for Improving Travel Claim Processing
8
6
2
7
0
1
2
3
4
5
6
7
8
9
Training Resources EliminateRedundantDocuments
Other
Abso
lute
Fre
quen
cy
November 20, 2001F&A Travel Process Analysis -
OEAS 23
Interview Responses – Processors; Other
Preparer/Traveler including justificationCommittee to look at StatutesStandardize Cash AdvanceProvide manual for preparerDistribute accounts evenlyFocus on customer service
Processor to review checklist
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OEAS 24
Training Participation – Basic, Advance(Source: Human Resources)
145124137Total172136N/A10610Other
162618Other Professional
001Faculty
130Tech/Paraprof.522Exec./Adm./Mgr.147F & A956263Clerical
200019991998Position
November 20, 2001F&A Travel Process Analysis -
OEAS 25
Training Participation – Preparer, Self reported
Took Training?127 or 85% of total preparers took training
Source: Preparer Survey, n=149
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OEAS 26
Training Participation – Traveler, Self reported
Took Training?66 or 44% of travelers took training
Source: Traveler Survey, n=151
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OEAS 27
Rating of Training by Preparer
Training Meets Needs?
0.7 0 05
31
56
8
0
10
20
30
40
50
60Str
ongly
Dis
agre
e
Dis
agre
e
Som
ewhat
Dis
agre
e
Neu
tral
Som
ewhat
Agre
e
Agre
e
Str
ongl
yag
ree
Per
centa
ge
within
surv
ey
par
tici
pan
ts (
149)
November 20, 2001F&A Travel Process Analysis -
OEAS 28
Rating of Training by Traveler
Training Meets Needs?
3 48
34
23
2
27
0
5
10
15
20
25
30
35
40
StronglyDisagree
Disagree SomewhatDisagree
Neutral SomewhatAgree
Agree StronglyAgree
% w
ithin
sur
vey
parti
cipa
nts-
151
November 20, 2001F&A Travel Process Analysis -
OEAS 29
Survey Data – Overall Satisfaction, Preparer
Overall, I am satisfied with the UCF Travel Unit (n=135)
1%7% 9%
4%
16%
44%
19%
0%
10%
20%
30%
40%
50%
StronglyDisagree
Disagree SomewhatDisagree
Neutral SomewhatAgree
Agree StronglyAgree
Rel
ativ
e Fr
eque
ncy
November 20, 2001F&A Travel Process Analysis -
OEAS 30
Preparer Survey Data – Challenges with Travel
Most Common Challenges with Travel Unit
4891315
21
0
5
10
15
20
25
Exce
ssiv
e D
ocs.
Lang
uage
/Com
m
Get
ting
Prom
ptRe
spon
se
Tim
eFr
ame/
Lead
Tim
e
Inco
nsis
tenc
yAm
ong
Proc
esso
rs
Lost
Doc
umen
ts
Abso
lute
Fre
quen
cy
November 20, 2001F&A Travel Process Analysis -
OEAS 31
Preparer Survey Data - Opportunities
What can Travel unit do to increase satisfaction as a travel preparer?
(Total responses: N=90)
37
2
10 10
5 3
0
10
20
30
40
RespondPromptly
BeConsistent
Inform onChanges
ReduceLead Time
Cust. Svc.Training
Other
Abso
lute
Fre
quen
cy
November 20, 2001F&A Travel Process Analysis -
OEAS 32
Preparer Survey Data – Opportunities (Continued)
Inform on errors with enough timeHave backup peopleAllow tracking via the WebDo not return RV for one simple errorWork with same person
Meet with departmentAssign helpersMake rules more preciseFix On-line forms
November 20, 2001F&A Travel Process Analysis -
OEAS 33
Preparer Survey Data – Other Comments (challenges/opportunities)
“I don’t think it is the Unit’s fault as much as the State requirements”“They are very fast and if there is a question, they contact me right away..”“I have been very satisfied with ones I deal with”“I have no problems- I don’t expect perfection, only communication”
November 20, 2001F&A Travel Process Analysis -
OEAS 34
Preparer Survey Data – Other Comments (challenges/opportunities)
“Since we got Carmen, our problems with travel have ended – she is great!!”Margarita, Maria and Joey have been very efficient”“Ray is is always helpful and cooperative”“The Travel unit is very patient and helpful”
November 20, 2001F&A Travel Process Analysis -
OEAS 35
Traveler Survey Data – Overall Satisfaction
Overal, I am satisfied with UCF Travel Unit(responses:126)
20%
11%12% 12%
14%
27%
4%0%
5%
10%
15%
20%
25%
30%
StronglyDisagree
Disagree SomewhatDisagree
Neutral SomewhatAgree
Agree StronglyAgree
Relat
ive Fr
eque
ncy
November 20, 2001F&A Travel Process Analysis -
OEAS 36
Traveler Survey Data – Most Common Challenges with Travel
What are the most common challenges encounter with Travel Unit
(total responses=104)
3 3
34
5567810
23
05
10152025303540
Delay
s, L
ong
Lead
time
Insig
nifica
ntDe
tails
Com
mun
icatio
n
Inco
nsist
ency
Askin
g fo
rUn
avail
able
Info
rmat
ion
Lang
uage
Rude
ness
, Not
Frien
dly
Turn
over
Lack
of
Unde
rstan
ding
Othe
r
Abso
lute
Fre
quen
cy
November 20, 2001F&A Travel Process Analysis -
OEAS 37
Traveler Survey Data – Most Common Challenges, Other
Changes on ProceduresReference MaterialMore than one [processor] looking for informationInflexibility
Asking for personal billsPer DiemLack of ProfessionalismLost Documents
Frequency for all responses above is 3 or less
November 20, 2001F&A Travel Process Analysis -
OEAS 38
Traveler Survey Data – OpportunitiesWhat can the Travel Unit do to increase your satisfaction as a traveler?
(Total responses: 97)
28
4456
81010
22
0
5
10
15
20
25
30
Impr
ove
Turn
Arou
nd
Impr
ove
Refe
renc
eM
ater
ial
Attit
ude
ofHe
lpin
g; b
efri
endl
y, n
ice
Impr
ove
Com
mun
icatio
n
Use
less
docu
men
ts,
simpl
ify
Elim
inat
ere
dund
ant
deta
ils
Trai
ning
,Pr
oced
ures
Be c
onsis
tent
and
clear
inPr
oced
ures
Oth
er
Abso
lute
Fre
quen
cy
November 20, 2001F&A Travel Process Analysis -
OEAS 39
Traveler Survey Data –Opportunities, Other
Upgrade processor positionTrust travelerProvide status to travelersStability among processors
Frequency of all responses above: 3 or less
Only one processor from start to endOnly one requestUpdate on changes in procedures; keep traveler informedIncrease Per diem amount
November 20, 2001F&A Travel Process Analysis -
OEAS 40
Traveler Survey Data, zip+4 on mail
How often use zip +4 ?(59 cases)
7%12% 10%
58%
14%
0%
10%
20%
30%
40%
50%
60%
70%
Always Usually Sometimes Seldom Never
Perc
enta
ge
November 20, 2001F&A Travel Process Analysis -
OEAS 41
Traveler Survey Data, Travel Envelope as Checklist
How often use envelope as checklist ?(116 cases)
49%
9% 11%
21%
10%
0%
10%
20%
30%
40%
50%
60%
Always Usually Sometimes Seldom Never
Perc
enta
ge o
f Cas
es
November 20, 2001F&A Travel Process Analysis -
OEAS 42
Traveler Survey Data, Claims Delayed
% of RV delayed because additionl information was requested ?(132 cases)
28%26%
15%
9% 9%13%
0%
5%
10%
15%
20%
25%
30%
0% 20% 40% 60% 80% 100%Percentage of Travel Claims
Perc
enta
ge o
f Cas
es
November 20, 2001F&A Travel Process Analysis -
OEAS 43
Process Observations
Review of Pending RV’s7 processors83 documents
Observations - processing RV’s and other documents
7 processors 84 transactions (document review, posting)
Review of RV’s – file room231 documents reviewed
November 20, 2001F&A Travel Process Analysis -
OEAS 44
Pending RV’s - Reasons
Reason for Pending RV's(Dec. 4-5 2000, n=67 RV's, 91 reasons)
1211
98 8
54 4
3 3 3 32 2 2
12
02468
101214
Dis
crep
anci
es/E
rror
s
Lack
of
Funds
Mis
sing
Reg
istr
atio
n
Car/
Hot
el U
pgra
de
Mis
sing
Agen
da
Erro
rs -
Mea
ls
Erro
rs -
Mile
age
Mis
sing
Rec
eipt
s
Gen
eric
Rec
eipt
s
Hot
el >
0
List
of
Trav
eler
s
Pers
onal
Tim
e
Per
Die
m R
ates
TAR
- Bl
anke
t vs
One
Tim
e
TAR
- O
rigin
al
Oth
er
Abs
olut
e Fr
eque
ncy
November 20, 2001F&A Travel Process Analysis -
OEAS 45
Delay Elements vs. Training MaterialNot Included in Training Material
No funds availableMissing agendaWrong account or TAR #Contact/Back up for generic receiptsBenefit to the State statementList of travelers/signatures (group travel)Date or time discrepancies
November 20, 2001F&A Travel Process Analysis -
OEAS 46
Observations – Highlights
In 84 transactions observed26 phone calls made13 phone calls received17 interruptions38 trips to photocopier
November 20, 2001F&A Travel Process Analysis -
OEAS 47
Observations – Processing Time (minutes)
Processing Time
Int e rrupt ionWa lke d for c opie sP hone Ca ll Re c e ive dP hone Ca ll Ma deKe y In Air t ic ke t s Invoic eKe y-In RVRe vie w RV
-5
0
5
10
15
20
25
30
35
40
November 20, 2001F&A Travel Process Analysis -
OEAS 48
Workload vs. ResourcesMonthly Daily(2)
Workload (documents) (1) 2,200 105Workload (minutes) (3) 66,000 3,150Workload (hours) (3) 1,100 53
Capacity (documents) (4) 2,352 112Capacity (minutes) (4) 70,560 3,360Capacity (hours) (4) 1,176 56
(1) 10 months average.(2) 21 days per month.(3) All documents @ 30 minutes processing time.(4) 8 employees @ 7 hours/day.
November 20, 2001F&A Travel Process Analysis -
OEAS 49
Process Observations – Other Highlights
When necessary, processors call department immediately after reviewing the RVSome processors willing to provide consultation to department (by phone or in person)
November 20, 2001F&A Travel Process Analysis -
OEAS 50
Process Observations – Other Highlights (continued)
RV Processing sequence of tasks –Differences Among Processors:
Immediate posting: Review and post if ready for paymentBatch Posting: Review a batch of various RV’s, then post the batch (the ones ready for payment)Delayed Batch Posting: review a batch, then, build up new batch for posting
November 20, 2001F&A Travel Process Analysis -
OEAS 51
Reimbursement Processing Lead Time
Reimbursement Voucher Lead Time - All Cases
Contact to ResponseClock-In to ContactTotal Time - AllClock-In to Payment-All Approval to Clock- In - All
-10
0
10
20
30
40
50
60
70
80
# of W
orkin
g Day
s
November 20, 2001F&A Travel Process Analysis -
OEAS 52
Reimbursement Processing Lead Time (continued)
Reimbursement Voucher Processing Lead Time - Adjusted for Missing Documents and Errors
Total Time - AdjustedClock-In to Payment AdjsutedApproval to Clock In,
Adjusted-5
0
5
10
15
20
25
30
35
40
45
# o
f Wor
king
Day
s
November 20, 2001F&A Travel Process Analysis -
OEAS 53
Statutes vs. actual requirements
Agenda (conference/convention vs. other activities) (9%*)Hotel and Car upgrade Justifications (9%*)Zero Balance Hotel Bill (3%*)
* in 67 RV’s pending processing
November 20, 2001F&A Travel Process Analysis -
OEAS 54
Preliminary Recommendations-Training
Travelers Different alternatives (delivery) to faculty and staff
Update training material/content based on most recent errors and reasons for delays
November 20, 2001F&A Travel Process Analysis -
OEAS 55
Preliminary Recommendations-Process
DocumentsConsider reduction of number of documents: Can the, Cash Advance and Payment Authorization documents/transactions be combined?
Review and post RV’s within 1-2 days141 out of 231 (61%) RV’s showed no documented reason for delay but the median time to review the claim was 6-8 days
Audit of RV’sDedicated resource (other than supervisor)Perform audit before posting
November 20, 2001F&A Travel Process Analysis -
OEAS 56
Preliminary Recommendations-Process (continued)
Photocopies38 trips in 84 transactions (45%)Are they really needed?
OPS assistant to do itImpact: 100-200 hours/year
November 20, 2001F&A Travel Process Analysis -
OEAS 57
Preliminary Recommendations-General Procedures
Immediate response to customer on inquiries (phone calls, e-mail, etc.)Performance Measurement
Document and review processing lead timeProvide feedback to customers; periodic meetings with travelers and/or preparers
Document and review delay reasons, errors, etc.Provide feedback to customers; periodic meetings with travelers and/or preparers
November 20, 2001F&A Travel Process Analysis -
OEAS 58
Preliminary Recommendations-General Procedures
DocumentationStandardize how to make notations on RV’s Standardize how to document communication with customer (request for additional information, etc.)
Customer RelationsConduct annual survey to assess improvement (travelers, preparers)
Recommended