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About the USC

What information are you looking for?

What is the USC?

To learn more about the University Services Centre (USC) at York, select the link below.

Benefits of the USC

To learn more about the USC's benefits to the York community, select the link below.

Training and Support

To learn more about the training that the teams at USC provide, select the link below

What's Next?

To learn more about the University Services Centre (USC) at York, select the link below.

What is the USC

The USC brings together common, high-volume administrative services from across functions, such as Human Resources and Finance, into a single service delivery entity. When fully implemented, it will become a one-stop-shop for all administrative services and needs.

The USC currently includes the following service teams:

The Service Desk is the liaison between York University’s central IT services and its users. It is your initial point of contact for reporting technical problems, seeking solutions, and making routine requests for services. Service Desk staff are experienced and knowledgeable and strive to provide quick resolution to your IT inquiries.

Purchasing and payment support is provided by two dedicated teams within the USC that work together. The Procurement Operations team provides support for purchasing in Sm@rtBuy (the preferred channel for purchasing goods and services at York), Purchasing Card (P Card and Travel Card), Surplus Asset Disposal and Vendors of Record. The Accounts Payable team is responsible for processing all authorized payments for goods and services purchased by the university community (including vendor invoices, expense reimbursements, student refunds and statutory payments).

Expense Reimbursement is responsible for ensuring that employees and students are reimbursed for eligible expenses incurred while conducting University business. This includes reviewing claims for reimbursement for compliance with York University policy and procedure, and external funding agency guidelines and approving for payment by Accounts Payable. The expense reimbursement team provides support by offering regular training on Concur.

The Pension and Benefits Office provides support and education for all York University employees - enabling them to make informed choices regarding all aspects affecting their pension and benefits during their employment, and when planning for retirement.

Accounts Receivable is responsible for issuing invoices to external parties for services performed by the University community, collecting payments, processing journal entries related to deposits, and clearing of receivables.

Payroll and Records is responsible for processing the Monthly and Biweekly payroll groups. Additional services provided include processing employee HR changes, remittances of payroll-related deductions, and payments to external vendors, courthouse and government agencies.

The 3 Elements of the USC

At full maturity, the USC will consist of:

  • A Staff Contact Centre for inquiries, service requests and self-service. 
  • A Services Hub for the delivery of common, high-volume administrative services across York (e.g., payroll and expense reimbursement). 
  • A Continuous Improvement Team that uses service data, client feedback and technology to continuously improve services through process re-design and digitization.  

Wondering what to expect from a shared services centre in the future? Check out a future rendering of the USC in the video.

Each team will be staffed by experts in their area – whether that be responding to client inquiries, delivering specialist services or delivering process and customer experience enhancements. All team members will uphold a community-focused approach to service delivery to ensure every experience with the USC is positive and productive.

In the future, the USC has plans to establish a modern, digital ticketing system to further streamline and optimize service delivery across the University and looks forward to future enhancements, such as helpdesks and automated services.

It will take time to implement the USC and for the benefits of a shared services centre to be fully realized. Our work today is an investment toward a future culture of service excellence. We appreciate your patience and support as we build a world-class service organization that will make York a better place to work and learn in the long-term.

Benefit to the York community

The USC presents a unique opportunity for York to establish an entity with a dedicated focus on customer service and embed a strengthened culture of service excellence that aligns with York’s vision.

The University Services Centre will make staff services easier to access, faster and more consistent. It will deliver the following benefits to the York community:

(1) Client-Centric Services - More client-centric services, with a dedicated focus on service excellence and a single point of contact for staff services across HR, Finance and IT.

(2) Efficient Processes - Simpler, faster and more efficient processes, better enabled through technology.

(3) Transparent Service Performance - Increased transparency on service performance and improved decision-making leveraging service data.

(4) Career Development - New opportunities to expand staff experience and develop career pathways

Training and Support

The teams in the USC provide regular training to the community on the different tools, best practices and support the community on providing the best service.

The following training options are available currently:

What's next

Over the next several months, the USC will onboard additional teams, with a focus on ensuring a seamless transition to the USC department and standing-up a USC Contact Centre.

Planned upcoming activities include:

  • Deliver onboarding and training for initial teams
  • Deliver ongoing change management and communications

  • Onboard additional teams to the USC
  • Design, build and test USC Contact Centre (including ticketing, telephony, and website)
  • Commence process improvement programs for USC services.

To stay up to date about the next phase of the USC’s development, join our mailing list.  

For any questions or feedback, please reach out to our team.