Abertay Service Catalogue
20th March 2017 Jacqui Coburn
abertay.ac.uk
Contents • Self-Service – all services • Business Services • • • •
Service Summary Support to Senior Management Group Support to Heads of Division/ACM’s/Academics/Information Services Who’s Who
• External & Corporate Relations • Events • Who’s Who
• Finance – Procure to Pay • Service Summary • Who’s Who
• Registry • Service Summary • Who’s Who
abertay.ac.uk
Self-Service Absence Reporting
AV Equipment
Distribution and collection of coursework
Distribution of emails to students
Estates faults and issues
Individuals should phone their line manager, who should then inform admin support who keep the leave/absence record.
For short term loan of AV equipment, support at events or meetings, or for general enquiries
Majority of coursework now online, however, if required this can be collected by either the tutor or student from SEZ
Oasis can generate a number of different distribution groups for information to be shared.
Fault reporting and requests for repairs
Phone Line Manager cc. adminsupport@Abertay.ac.uk
https://bookings.abertay.ac.uk/ Or email avsupport@Abertay.ac.uk
sez@Abertay.ac.uk Phone 8833
Instruction available or call admin support on 8805
estates@Abertay.ac.uk
abertay.ac.uk
Self-Service Holiday Monitoring - It is the responsibility of the individual to keep track of their own holiday entitlement and ensure that it's taken within the holiday year.
All holiday requests must be approved by the line manager. Once approved, this can be sent to the admin support team who will process
IT related faults/issues e.g. pc hardware, mouse, keyboard, monitor, printers, software & AV equipment
The IT Service desk are the first point of contact, please provide as much detail as possible e.g. PC numbers, printer ID, room number etc.
Collection of New start – ID Cards
New employee to provide photo to HR as detailed in contract information. SEZ notifies directly when card available for collection from SEZ
New start IT accounts
Recruiting Manager to complete a ‘new member start form’ on UniDesk and send to the IS Service desk
Reimbursement of Staff Expenses
All expenses should now be claimed electronically via the online claim form
Line Manager cc. adminsupport@Abertay.ac.uk
https://abertay.unidesk.ac.uk/ Or email isservicedesk@Abertay.ac.uk Phone 8888 if urgent
sez@Abertay.ac.uk Phone 8833
https://abertay.unidesk.ac.uk/ or email isservicedesk@Abertay.ac.uk Phone 8888 if urgent
https://intranet.abertay.ac.uk/s ervices/finance/staff-expenses/
abertay.ac.uk
Business Services Service Role Service Summary
Customer
Contact
Executive Officer
Executive
ExecutiveOffice@abertay.ac.uk
Heads of Schools & Directors of Service
smgsupport@abertay.ac.uk
ACM’s/ HOD’s/ Academics/IS/ TLE
Adminsupport@abertay.ac.uk
Executive Support Bespoke PA support tailored to fit the needs of the individual Senior Management Group Support • Bespoke PA service • Co-ordinating phone and email enquiries • Support for meetings, preparing agendas, notation and minute taking • Diary management
Business Service Administrator
• Admin assistance for larger meetings, calendar invites, agendas & note taking • Hospitality support and catering bookings • Print, scan, photocopy, shredding • Admin support for events relating specifically to schools or IS • External print Coordination • Physical mail distribution • Support visitors and guide to meeting venue • Support for stationary supply requests
If your query is urgent, please call 8066
If your query is urgent, please call 8805
abertay.ac.uk
Business Services Service Role Service Summary
Customer
Contact
Business Analyst
All Abertay staff and services
businessservices@Abertay.ac.uk
Business Improvement & Project Support • Facilitate business process analysis • Business process re-engineering • Stakeholder management • Requirements gathering • Data analysis • Workshop Facilitation Project Support • Project Communications • Project register • Project assurance
Reception
• Routing and filtering calls for external and internal customers • Reception of external visitors- meet and greet • Support internal customers - e.g. students or staff looking to meet with academic staff
pso@Abertay.ac.uk
All Abertay staff and services
Phone: 8000 Email : reception@abertay.ac.uk
abertay.ac.uk
Business Services Executive Support Who Will Support
Executive Officers
Email Contact
executiveoffice@abertay.ac.uk
Phone Contact
8016
Team Members
Gillian Bell, Carol Ramsey Activity
Service Provision
Co-ordinate telephone enquiries
All calls diverted via Executive Support Officers
Co-ordinate email enquiries
Emails will be filtered via Executive Support Officers where this has been requested by a member of the Exec. Preference regarding email management will be agreed with each member Full or partial diary management can be provided dependant on personal preference A generic email account is provided for the Exec to use Send calendar invites, book rooms, prepare agendas, minutes and notation Send emails to specific groups of staff/students or external parties Arrange catering, book restaurants, source suitable venues, liaise with organiser and attendees. Arrange car parking spaces for External Visitors
Diary management Respond to and action internal requests via email Meetings Prepare and distribute emails (outgoing) Hospitality/Events
abertay.ac.uk
Business Services Senior Management Group Who Will Support
Executive Officers
Email Contact
smgsupport@Abertay.ac.uk
Phone Contact
8066
Team Members
Gillian Bell, Carol Ramsey Activity
Service Provision
Co-ordinate telephone enquiries
Calls can be re-directed to Executive Officers where this has been requested by a HOS, or on an ad-hoc basis during out of office periods
Co-ordinate email enquiries
Emails can be filtered via Executive Officers where this has been requested by a HOS, or on an ad-hoc basis during out of office periods Full or partial diary management can be provided dependant on personal preference A generic email account is in place for HOS to send requests to the executive support officers Send calendar invites/cancellations, book rooms, prepare agendas, minutes and notation Send emails to specific groups of staff/students or external parties Arrange catering, book restaurants, source suitable venues, liaise with organiser and attendees. Arrange car parking spaces for External Visitors
Diary management Single point of contact for requests Meetings (large in size/ multiple attendees) Prepare and distribute emails (outgoing) Hospitality
abertay.ac.uk
Business Services Senior Management Group Who Will Support
Executive Officers
Email Contact
smgsupport@Abertay.ac.uk
Phone Contact
8066
Team Members
Gillian Bell, Carol Ramsey Activity
HR & Payroll (Interim until new HR system in place)
Prepare, scan, print, photocopy
Physical mail
Service Provision Absence returns Self-certs Time Sheets Collecting and Distributing wages slips Recording annual leave Letters & Notes Coordinate external printing requests (Interim until self-service available) Mail will be delivered to the executive support officers, who will sort and distribute
abertay.ac.uk
Business Services Head of Division/ACM’s/Academics/IS/TLE Who Will Support
Business Service Administrators
Email Contact
adminsupport@Abertay.ac.uk
Phone Contact
8805
Team Members
Cathy Ogilvie, Sarah Park Activity
Service Provision
Call Handling (inbound & outbound)
Calls may be filtered via the admin support team
Manage external facing School e-mail accounts (i.e. those advertised on the Abertay website)
All emails sent to the external facing school email addresses will be filtered via the team and passed to the correct department/individual. A new generic email account has been set up for staff to use to contact the admin support team. This should now be used for all requests. Send calendar invites/cancellations, book rooms, prepare agendas, and note taking Arrange catering, book restaurants, source suitable venues, liaise with organiser and attendees. Arrange car parking spaces for External Visitors Support visitors on arrival and escort to relevant location if required Take note of staff who advise they are absent Absence returns Self-certs Time Sheets Collecting and Distributing wages slips Recording annual leave
Single point of contact for requests
Meetings (large in size/ multiple attendees) Hospitality
HR & Payroll (Interim until new HR system in place)
abertay.ac.uk
Business Services Head of Division/ACM’s/Academics/IS/TLE Who Will Support
Business Service Administrators
Email Contact
adminsupport@Abertay.ac.uk
Phone Contact
8805
Team Members
Cathy Ogilvie, Sarah Park Activity
Events/field trips
Prepare, scan, print, photocopy
Other Admin duties
Transcriptions Webpages - Intranet & Internet
Physical mail
Service Provision Provide attendee lists for field trips to Security Ensuring that risk assessments are completed and returned to Safety team and on the day to Security coordinate catering, external venue hire Letters & Notes Coordinate external printing requests (Interim until self-service available) Taxi slips, Shredding, Managing the school posters boards, Monitor local supplies: plastic water cups, kitchen rolls, washing up liquid, photocopy paper and School stationery (including letterhead, compliment slips), Arrange signature of approval forms etc. by senior staff, Maintaining Staff Contact/distribution Lists A transcription service will be provided by a 3rd party. This can be arranged via admin support who will coordinate on your behalf set up webpages, create content, publish papers, maintain school intranet pages, external pages - staff lists, school information (Schools & IS only) Mail will be delivered to the admin support team, who will sort and distribute
abertay.ac.uk
Business Services Director of Information Services (Michael Turpie)
Business Services Team Leader
(Jacqui Coburn)
Gwen Henderson (Business Analyst)
Receptionist
Fiona Joiner (Assistant Business Analyst)
Executive Officers
Business Service Administrators
(Gillian Bell, Carol Ramsey)
(Sarah Park, Cathy Ogilvie)
(Kathleen Kerr , Carol Wood)
abertay.ac.uk
External & Corporate Relations Service Role Service Summary Events team
The events team support the delivery of an events strategy which will support our brand enhancement and reach with potential. Professionalisation of events is a focus for the team, supporting the Abertay brand through events in a cohesive manner.
Customer
Contact
Executive
Head of Business Engagement – Lorna Edwards
Heads of Schools & Directors of Service
events@abertay.ac.uk
We deliver three tiers of events: • Tier 1- University events which are core and on campus(Graduation and associated graduation shows, Professorial lectures/lecture speaker events, internal all-staff events for engagement purposes, VIP special visits and dinners, School visits, Open and Applicant Days, openings/launches)
Requests for ECR input into proposed or upcoming events will be assessed within 2 working days. Requests should be emailed to events@abertay.ac.uk outlining the following: date, purpose of event, target audience, budget and expected numbers.
abertay.ac.uk
External & Corporate Relations Service Role Service Summary Events team
Tier 2- Events which support our brand and recruitment (Support for the Schools to deliver events off campus- e.g. Science Festivals, Design Festival, Flower and Food Festivals, Science CafĂŠ, Science in the Parliament) as well as on-campus larger/high profile School events
Tier 3- Events which have commercial potential (Conferences where Abertay is involved in the curation and delivery and we could provide this as a paid for service on a commercial basis or at least cost recovery) Events which fall outside of these categories will be supported by the relevant Service team. Business Services will provide support to Schools and Information Services
Customer
Contact
Executive
Head of Business Engagement – Lorna Edwards
Heads of Schools & Directors of Service
events@abertay.ac.uk
Requests for ECR input into proposed or upcoming events will be assessed within 2 working days. Requests should be emailed to events@abertay.ac.uk outlining the following: date, purpose of event, target audience, budget and expected numbers.
abertay.ac.uk
External & Corporate Relations Director of External & Corporate Relations (Jackie McKenzie)
Head of Business Engagement (Lorna Edwards)
Events Lead
Enterprise
(Viv Collie)
Role - to be recruited
Events Officer (Jill Dempster)
Events Officer (TBC)
abertay.ac.uk
Finance, Travel & Purchasing Service Role Service Summary
Customer
Contact
Accounts Payable (Paying Suppliers)
• Where suppliers should email electronic invoices (e.g. pdf).
Suppliers
Invoices@abertay.ac.uk
• All Accounts Payable including queries from suppliers.
Suppliers
accountspayable@Abertay.ac.uk
Expense Claims
Where line managers should email approved electronic expense claims and scanned receipts
Staff and Students
expenses@abertay.ac.uk
Purchasing
For all purchasing needs
Staff
purchasing@abertay.ac.uk
Travel
All travel related queries
Staff and students
travel@abertay.ac.uk
Finance Systems
• All Pecos related queries (including supplier set-up, financial codes and passwords).
Managers (to approve spend)
pecos@abertay.ac.uk
Managers (to monitor spend) Schools and Services
aptos@abertay.ac.uk
PECOS https://apuc.pecosipm.com • All Aptos related queries (including passwords and EAS access). Online Store
All Online Store related queries (e.g. add a new product, request a refund)
onlinestore@abertay.ac.uk
abertay.ac.uk
Finance, Purchasing Finance, Travel Travel &&Purchasing Service Role Service Summary
Customer
Contact
Accounts Receivable (Income) Staff Related (Pay, Pensions)
Staff, Students and Third Parties Staff
finance@abertay.ac.uk
Staff
payroll@abertay.ac.uk
All Accounts Receivable queries including student queries and cash/banking queries. Where staff should email any pension related queries. We will assist where we can, but may direct you to one of the following pension scheme websites:
Pensions@abertay.ac.uk
https://www.uss.co.uk/ http://www.taysidepensionfund.org/ http://www.sppa.gov.uk Payroll related queries. HR queries.
HR@abertay.ac.uk
Link to HR SelfServe https://idp1.abertay.ac.uk/idp/Authn/ UserPassword
HRselfservice@abertay.ac.uk
abertay.ac.uk
Finance, Travel & Purchasing David Reeves Director of Finance and Research Funding
Research Services
Procure to Pay Team
Colin Rae
Purchasing Officer
Lorraine Cook Accounting Operations
Marlyn Clark
Finance Systems
Financial Reporting
Carol Johnson Snr Procurement Mgr.
Leanne Gallagher
Stephanie Brown
Purchasing Asst.
Procurement Officer
Karen Smith Purchasing Asst.
abertay.ac.uk
Academic Registry Customer
All Academic Staff
Who Will Support
Module & Assessment Team
Email Contact
RegExAssess@abertay.ac.uk
Team Members
Jonathan Smith, Sheila McGowan, Vanessa Jack, Joan Blair Activity
Service Provision
First point of contact for issues relating to students, modules and programmes
Each School will have a nominated person who will be the first point of contact (DBS Jonathan Smith, SHS Sheila McGowan, SET Vanessa Jack, AMG to be confirmed). Graduate School - PGT programmes with owning School, PGR students administered by Student Records team.
Support for School Academic Committees and Programme Boards
The nominated member of staff will act as Secretary to SAC and Programme Boards, producing the agenda, attending the meeting and preparing minutes. The nominated member of staff will prepare Board output, attending the meetings, and update the student record system as required.
Assessment Boards
Student Progress Panel Ethics
Examinations Programme structures
The team will support the Student Progress Panel and communicate the decisions of the Panel to students. The team will support the ethic process, ensure all submissions are assigned for approval, and issue reminders where student submissions have not been made or where approval decisions are missing. The team will timetable examinations, produce examination papers and arrange invigilation. The nominated member of staff will maintain the School's programme structures, manage any changes, and set up module registration rules in the student record system.
abertay.ac.uk
Academic Registry Customer
All Academic Staff
Who Will Support
Module & Assessment Team
Email Contact
RegExAssess@abertay.ac.uk
Team Members
Jonathan Smith, Sheila McGowan, Vanessa Jack, Joan Blair Activity
Service Provision
External examiners
Liaison with External Examiners around moderation and Assessment Boards; organising EE access to Blackboard.
Mitigating circumstances
The team will handle all routine MC requests, and refer cases requiring academic judgement to Academic Curriculum Managers.
Student cases
The nominated member of staff will deal with student cases, e.g. suspension of study, progression queries.
abertay.ac.uk
Academic Registry Registrar and Deputy Secretary (Susan Campbell)
Deputy Registrar
(Gordon Cringle)
Admissions Team (Lynne Bewley, Tina Robertson, Mandy FitzmartinDavies, Amanda Cox, Jill Martin)
Module and Assessment Team (Jonathan Smith, Sheila McGowan, Vanessa Jack, Sandra Brown & 2 vacancies)
Governance Team (Alison Ramsay, Jonathan Teppett, Fiona Caldwell, Andrew Phillips)
Student Records Team (Irene Irons, Lorraine Johnston, Ruth Snedden, Audrey Kidd-Duncan)
abertay.ac.uk