HomeMy WebLinkAboutI. B. PROCESS IMPROVEMENT STEERING COMMITTEE (PISC)- PROMPT PAY PROJECT 7.9.2024Prompt Pay Project
Council Briefing
Process Improvement Steering Committee
Tuck Bowie, Vice Chair
Tam Nguyen, Office of Performance and Accountability Director
July 9, 2024
Agenda
•Purpose & Background
•Methodology
•Key Findings
•Recommendations
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Overview
•Purpose: Explore opportunities to pay vendors more promptly
•Why it Matters: Maintain positive relationships to ensure continuity of
business with the City
•Background:
•Finance Department’s Accounts Payable (AP) Team has central oversight &
responsibility processing invoices
•City Departments have staff designated to support process
•Typical Process Flow:
Create Requisition -> Create Purchase Order -> Receive Goods/Services -> Provide Invoice -> Pay Vendor
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Overview
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•Background (continued):
•Financial System
•Oracle Financial Cloud (OFC) System – City staff view
•Oracle iSupplier Portal – Vendor/Supplier view
•Implemented in July 2020 amid COVID-19 pandemic
•Invoicing: (1) Portal; (2) Email; or (3) Mail
•Payment: (1) Automated Clearing House (ACH); (2) Wire transfer; or (3) Mail
Methodology for Data Collection
•Conducted Interviews
•9 vendors (5 using Portal)
•6 groups of City staff across departments
•2 sessions with key Finance Dept. staff
•2 PISC members (minimum) & City Staff Liaison at each interview
•Administered Survey
•4 topics for participants to rate (4-point scale) & open-ended questions
•Vendors (6 respondents)
•City Staff (60 respondents)
•Various roles and years of service represented
•Data limitations
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Key Findings
•Quantitative Feedback
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Key Findings
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•Qualitative Feedback
•Grouped consistent themes into 3 categories:
•Product – OFC/Portal & payment methods
•People – Staff, training, & resources
•Process – Any part of the process to pay invoices
•Vendor Feedback
•Product – Unaware of resource; intuitive Portal; all use ACH
•People – Eager to learn
•Process – Mixed feedback on support
Key Findings
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•Staff Feedback
•Product
•Mixed feedback on system features
•Artificial intelligence (AI) issues
•People
•Desire for improved initial & refresher trainings
•Enhanced training materials (e.g., user guides)
•Process
•Mixed encouragement for Portal use
•Strengthen internal customer service
Recommendations
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•Finance Dept. has addressed some opportunities (or may be in flight)
•Updated AI
•Encouraging new vendors to use Portal
•Promoting ACH payment
•Monitoring unpaid invoices
•Improving customer service
Recommendations
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Next Steps
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•Working with Administration on next steps and operationalizing
recommendations
•Accountability Infrastructure
•Departmental Performance Plans
•Scorecard Tracker
•Stat
Questions?
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