SSO Operations

Shared Services Organization operations

Service Desk

The Service Desk is the first point of contact for the Shared Services Organization. Service Desk Analysts respond to all incoming phone and email inquiries as well as review all incoming Ask a Question and Report a Problem cases. Service Desk also provides reporting to management and conducts training sessions for clients and staff on the case management system (AggieService). 


Process Improvement

OE Process Improvement Project

The End-to-End Administrative Business Process Improvement Project reviewed and assessed the HR, Finance, and Payroll administrative processes to obtain additional efficiencies and effectiveness by creating a leaner, transparent, service-oriented and innovative end-to-end service delivery model.

The project team focused on the following processes:

  • Accounts Payable & Purchasing (Rush and standard orders)
    The recommendations from both of these resulted in the Procure-to-Pay delivery model.
  • Staff Recruitment - Career/Contract Recruitment; Direct Hire
    Recommendations being implemented now.
  • Stipends and Equities
  • Student Recruitment

Additional Information:

Impacted departments are part of the following divisions:

Administrative and Resource Management, Office of the Chancellor and Office of the Provost, Information and Educational Technology, Office of Research (Vice Chancellor's Office), Student Affairs, Development and Alumni Relations, and other units (that comprise former University Relations and External Relations).

Additional information is available at the Organizational Excellence website.