In order to increase transparency and efficiency between the Payroll Department and the greater BU community, here are descriptions of many of the core services that we provide. For each service, there is a target service expectation, as well as an indication of the metrics the department will be using to maintain these service standards.
Email Inquiries
Service Expectation
Acknowledge receipt of emails &/or provide response within 24 hours. Ensure that response is delivered within 2 business days for matters that would require further research in order to complete.
Service Metric (how will this be measured)
Individual and Functional email boxes will be regularly monitored by staff. Customer feedback may be used as gauge to assess customer experience and improve, as necessary.
Phone Calls
Service Expectation
Guarantee staffed telephone support during office hours.
Incoming phone calls will be answered promptly. A response will be provided during the call, whenever possible. A call back at the earliest opportunity will be provided for matters that would require further research.
Service Metric (how will this be measured)
It is standard practice for staff to be available to attend to phone calls during office hours.
Off-Cycle Payment and Check Re-issue Requests
Service Expectation
Email requests (for missed payments during regular weekly or monthly payroll, check re-issues, and check/ACH reversals) received will be processed during Off-Cycle payroll run every Friday at noon.
Checks can be picked up in the Payroll office after 2:00 p.m. the day of the off-cycle run.
Related Link: http://www.bu.edu/payroll/services/check-reissue-request/
Service Metric (how will this be measured)
Process is supported by the Payroll team and monitored by Payroll management.
Spreadsheet will be maintained to track requests and frequency.
Payroll Processing
Service Expectation
Weekly payroll is run to pay students and BU non-exempt employees.
Semi-Monthly payroll is run to pay BU exempt employees.
Ensuring payments are accurately and timely processed.
Service Metric (how will this be measured)
Process is supported by Payroll team and monitored by Payroll management.
Processing Garnishments
Service Expectation
Wage garnishment will be effected as a result of a court order. Deductions will continue until the garnishment is completed or a release is received.
Service Metric (how will this be measured)
Process is supported by Payroll management to ensure compliance.
Overpayments and Payroll Claims
Service Expectation
Regular system report on overpayments and claims will be generated for required action in accordance with BU policy and procedure.
Service Metric (how will this be measured)
Process is monitored by Payroll management. Monthly metrics will be provided to report on total overpayment amounts, outstanding overpayments, and collected reimbursements.
Pay-Outs of Unpaid Vacation for Terminated Faculty or Staff
Service Expectation
Payment will be processed in the next regular payroll area run.
Service Metric (how will this be measured)
Process is supported by Payroll team and monitored by Payroll management.
Duplicate W-2
Service Expectation
Requests for W-2 reprints will be processed as soon as received.
Related Link: Duplicate W-2
Service Metric (how will this be measured)
Process is supported by Payroll team.
Documentation
Service Expectation
Important documents/information will be scanned and stored electronically for easy retrieval and reference.
Service Metric (how will this be measured)
Ensure that hard copies of documents/ information will be securely disposed and electronically stored for data protection.
Please note that the service expectations listed above may be subject to certain constraints, such as:
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- Workload – Increase in workload, such as back log due to power outages or fiscal year end closing, may result in temporary reduction of service level delivery.
- Conformance Requirements – Finance policy changes and Internal Revenue regulations may alter procedures and service delivery timeframes.
- Dependencies – Achievement of our service level commitment is dependent upon customer compliance with the policies and procedures of Boston University and the Payroll Department
