Service Delivery Model

 A Service Delivery Model (SDM) is the organizational structure and process used to deliver procurement and accounts payable services to the university.

The Procurement Modernization project is redesigning our current SDM to make it easier and simpler for UBC faculty and staff to buy and pay for goods and services.

The main goal of the new SDM is to improve service delivery and prepare those involved in finance and procurement across the university to transition to Workday as part of the Integrated Renewal Program. The proposed model will deliver benefits for UBC.

Benefits of the New Service Delivery Model

Over the past year, we have been working closely with Finance Leads across the organization to design a Service Delivery Model (SDM) that meets common goals and considers Faculty and Administrative Unit needs.

The core benefits of the new SDM are:

  1. New services: Introduce Buyer roles located within the Faculties and Admin Units to provide more upfront support in the buying process.
  2. Customer service focus: Have a dedicated Procurement Partner in the Faculties and Admin Units to oversee service delivery and resolve issues.
  3. Increase productivity: Provide consistent and efficient service through the consolidation of Accounts Payable (AP) processes, with a focus on further improving service and turnaround times.
  4. Effective controls: Implement effective policies and procedures with internal controls to reduce risk exposure.
  5. Prepare for new technology and related processes: Create the infrastructure to support the implementation of Workday.

The Approach and Key Principles of the New SDM

  1. Collaborative Process: Partner with Faculty / Admin Unit Finance leaders and HR to review current state and discuss opportunities for improvement.
  2. Engagement approach: Work with each faculty to understand their unique requirements and jointly make key transition decisions required to maintain and improve service levels.
  3. People-first focus: Provide hands-on support to employees and, where applicable, clear career paths and development opportunities.
  4. Data-driven process: Base decisions on fact to ensure the validity of our understanding of people, transactional volumes, etc.
  5. Best practices: Review Service Delivery Models at other universities and across industries.
  6. Identify and Align with related projects: Identify and align with other projects and activities on campus, including Integrated Renewal Program (IRP) implementation approach.