All this work is going into OE but how will we know whether it was a success?

OE is striving primarily for the following end-points: improved and consistent service, improved systems and accessible data, staff job satisfaction and cost savings. Each individual factor as well as a composite of these factors will drive OE’s success. The measure of that success will evolve throughout implementation and beyond.

Does OE work?  UCSF’s faculty and staff, the performance metrics and the financial data will tell us.

  • Faculty and staff will come to their own conclusions based on their individual experiences 
  • The ‘word on the street’ will also reflect a variety of reactions
  • The OE Cost-Savings Tracking Tool has been in place since October 2010. Currently, $42.3M has been recorded in savings. A valid concern is that OE winds-up costing more for some individual departments. The answer may be that OE does achieve its savings goals in the aggregate but that some individual departments may experience some increased costs.
  • Importantly, there are the OE metrics – tracking and extracting valid and valuable information to identify OE strengths and weaknesses.
  • Assessments by UCSF Leadership

Pre-award (RMS), IT and Human Resources are gathering data that evaluates the effectiveness of their respective initiatives. (This website posts this data as it becomes available to us.)

RMS posted the initial Baseline Faculty Satisfaction Questionnaire, the ‘How’s My Driving?’ results and their comprehensive RMS Six-Month Progress Report Plan

Below is a brief summary of the pre-award metrics plan. 

RMS Metric Examples
Client Satisfaction
  • Department satisfaction with RMS
  • Faculty satisfaction with RMS
Quality of Work Measures
  • Quality of proposals
  • Quality of RMS work
Internal Processes - Staff Satisfaction
  • Job satisfaction level for Associate RSC, RSC, Team Manager, Director
  • Staff Attrition
Internal Processes - Performance
  • Efficiency performance targets
  • Cycle times
  • Accountability
Training Program
  • Participant response
  • Increased knowledge
  • Application of information
Cost Measures
  • Cost per proposal
  • Cost of RMS operation
Implementation Progress
  • Implementation schedule
  • Implementation environment
  • Model integrity

 IT has a robust measures program in place.  Below is a sample.

IT Metric Examples
Client Awareness and Satisfaction
  • Survey ratings average 4.8 out of 5 (or similar scale) on 95% of all tickets
  • Meeting established SLA's 98% of the time
  • Achieve device to tech FTE ratio
  • Achieve client per tech FTE
Incident Management
  • Time to respond
  • Time to resolution by tier
  • Ticket escalation percentage is less than 5%
Resource Management
  • Achieve targeted device to FTE ratio
  • Job satisfaction

UCSF Human Resources continues to develop their metrics program and will build upon feedback and experiences as each Service Center rolls out.

HR Metric


Client Satisfaction

  • Quick Customer Satisfaction Survey on email signatures
  • Periodic Satisfaction Surveys


  • Service Level Agreements
  • Activity Measures

The OE Finance leadership are embarking on four main priority projects listed below.  Their detailed metrics will be forthcoming.

OE Finance Priority Projects
Chart of Accounts Redesign
  • Organizational framework for coding all financial transactions
  • Foundation for budgeting and financial reporting and planning
Enterprise-wide Financial and Managerial Reporting
  • Design & development of enterprise-wide consistent financial and managerial reports
  • Implementation of robust reporting solution/set of tools to produce reports
Budgeting and Financial Planning Analysis
  • Simplification of budget workflow and approval processes
  • Implementation of integrated budgeting and forecasting software
  • Delivery of an FP&A toolset to produce annual budget, rolling forecasts and long-range financial plan
Resource Allocation Model
  • Designing financially sustainable enterprise-wide model to support tripartite mission of UCSF
  • Realigning the UCSF funds flow in response to UCOP financial model


We are very interested in what you think.  Please click on the link and let us know how you will decide if OE is a success.

OE General