At the end of 2016, the success team wanted to visually portray FY 15 successes through infographics. The first one for display was the USFSCO Agile Review Group (ARG) infographic!
FY15 Plan: Create Agile Review groups (ARGs) which are small two or three front line staff teams formed ad hoc that can quickly resolve customer inquiries or training needs without escalating them to the manager or director level
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No ARGument That Increasing Transparency Benefits Everyone
As you may recall, in response to the March 2014, University Administration Review, Mike Bass challenged OBFS to increase transactional and interpersonal transparency with its customers. USFSCO responded to Mike's challenge by creating Agile Review Groups (ARG). ARG are small (two or three person) voluntary teams designed to respond quickly and accurately to customer inquiries, proactively address training and other customer needs before problems arise, and develop constructive relationships with our customers.
I am happy to report that ARG submitted 20 items during the first quarter of FY15. A number of these items addressed customer concerns about the use and handling of petty cash. For example:
- Some campus units kept their petty cash fund open simply because they were unaware that a P-Card could be used for the same purchases - and save a lot of unnecessary work in the process.
- Responding to other unit feedback, Alice Seaton and Johnnie Greene-Freeman created a comprehensive procedure guide for petty cash and change fund users.
- ARG published a 'petty cash prohibition list' in USFSCO Business Cents, a newsletteremailed to 500 campus customers.
- Alice and Diane Daly now meet regularly with cash handling units, forging strong relationships and, as Alice notes, "creating a win-win situation for everyone so far."
Campus response to ARG initiatives has been overwhelmingly positive. Diane reports she frequently hears remarks such as "Thanks! I wondered if I was doing that right!" Alice observes that, "Petty cash custodians are pleasantly surprised that USFSCO is taking the time to put faces with names and complete the necessary due diligence required for petty cash funds. They actually appreciate it."
Twenty-seven USFSCO team members currently participate on ARGs. Three of them, JoDee Walsh, Atif Hasan, and Misti Callaway volunteered to lead sub-teams that developed a Policy and Procedure Guide, and ARG Reporting Forms to document ARG/customer interactions. These documents define the protocols for ARG interactions with customers, create an historical record of each interaction, and serve as a knowledge base to improve future interactions.
Speaking of future interactions, countless opportunities remain for USFSCO to become even more proactive and transparent with our customers. ARG membership is an excellent way of embracing those opportunities. So we welcome and encourage new volunteers!
Content written by Scott Pinkerton, USFSCO and iAct Success Team
Keep a lookout for more visual displays of succcesses from other OBFS units for FY15 and 16!
