University of North Texas System Shared Services Governance Framework
Shared Services Order 001
Owner Vice Chancellor for Administration
Effective Date April 9, 2014
Last Update April 9, 2014
Statement
UNTS Shared Services operates within a governance framework to deliver services that are responsive, efficient, and meet institutional business needs.
Purpose and Scope
The purpose of the Shared Services Governance Framework is to deliver certain UNTS business services (hereafter referred to as shared services) to multiple customers across all campus and System units using a collaborative governance model.
The governance framework establishes the roles and responsibilities for the Shared Services Council, Shared Services Operations Committee, Advisory Groups, the Staff Liaison, Service Providers, and Senior Managers. The Framework for Shared Services provides the structure required for financial management and business operations, decision-making authorities, service delivery, reporting and evaluation of services, and internal controls.
This framework provides the appropriate policy guidelines for these enumerated System Shared Services:
Other central System services will continue to operate as individual administrative units under the administrative direction of a Senior System Manager including Audit, Legal, Facilities, Finance, Unified Controller and Government Relations.
Procedures
The Shared Services Council (Council) is responsible for Shared Services Governance and assigns Service Providers with the responsibility to provide services at a specific level described in Service Level Agreements (SLA). The Council assigns responsibility and authority to designated Shared Service Senior Managers to comply with their operations SLA. The Senior Manager reports performance and makes recommendations to their Advisory Group(s) about changes or amendments that might impact the SLAs. With the approval of their Advisory Group the Senior Manager may refer matters to the Shared Services Operations Committee (Operations Committee) and, if appropriate to the Council. The Council may approve, deny, or amend any recommendation presented by the Senior Manager.
The Council and assign new initiatives, and increase or decrease the service standards set forth in the SLAs. The Council, Operations Committee, or Senior Manager may initiate requests for changes to SLAs according to processes established by the Council, but only the Council can change a SLA.
Reporting and Evaluation
Reporting and evaluation of the services provided are an important principle of the governance framework and can facilitate continuous improvement. Service providers prepare and submit monthly reports to the Council for each service. Reports and formats are to be approved by the Operations Committee. The Staff Liaison will coordinate with Senior Management on monthly reporting to insure consistence in appearance, relevance of information, and compliance with reporting schedule.
Roles and Responsibilities
Shared services governance is the responsibility of the Chancellor, who provides overall executive direction. The Chancellor assigns oversight of shared services to the Shared Services Council, which oversees the business operations for Shared Services. The Council makes the final decision on recommendations and approves shared services costs, resources, and service levels.
Shared Services Council
The Chancellor assigns oversight of shared services to the Shared Services Council, including the Chancellor (Council Chair) and three institutional Presidents:
Through the Operations Committee, the Council monitors SLAs, evaluates performance measures, including the level, quality, and cost of the service provided. The Council also evaluates how well the services support the institutions values, mission and focus on customer service.
The Council responsibilities are to:
All decisions made by the Shared Services Council must be unanimous.
Shared Services Operations Committee
The Shared Services Operations Committee consists of:
The Operations Committee serves as advisor to the Council as well as performing delegated decision making. It is convened at the request of the Committee, Staff Liaison, and Senior Managers. The Operations Committee's responsibilities are to:
The Operations Committee members may bring appropriate staff to committee meetings to serve in an advising role.
For decision-making purposes, each Campus and the System Administration has one vote. While a majority decision is valid, the Operations Committee members will seek to develop unanimous decisions with the greater good of the UNT system in mind.
Staff Liaisons
The Staff Liaison designation is appointed by the Chancellor and provides professional staff services to the Council, the Operations Committee, and to Senior Managers of the Service Providers. The role of the staff liaison is to:
Shared Services Advisory Groups
Shared Services Advisory Groups support each functional area of shared services and provide assurances to the Operations Committee that all actions taken are by general consensus, consistent and in keeping with the System's and associated institution's strategic plans, and referred to the Operations Committee when appropriate.
The Chair of an Advisory Group will be appointed by the Service Provider's Senior Manager. Advisory Groups memberships will be recommended by the Service Provider's Senior Manager and approved by the Operations Committee. The roles of the Advisory Groups are:
Service Providers
The Divisions of Shared Services (ITSS, HR, and Business Service Center) are responsible for the design and delivery of centralized business services described in the SLAs. In the future, other divisions within the agency may be identified as shared services providers. The Service Providers' responsibilities are to:
Senior Managers
Senior Managers are the executives responsible for a division or department of Shared Service. Executives are responsible and accountable to the customer, Staff Liaison, and the council.
Organization Chart (number of advisory groups is illustrative)