Integrated Service Center

About the Integrated Service Center

What is the Integrated Service Center (ISC)?

On June 27, 2017, the University of Washington replaced our 35-year old, decentralized legacy payroll system and many of its shadow systems with Workday, a modern, integrated, cloud-based software designed to standardize human resources and payroll processes. The launch of Workday, at the time the largest administrative effort in the University’s history, impacted over 45,000 employees working across three campuses, the Medical Centers and off-site facilities.

To facilitate the transition to Workday, the Integrated Service Center (ISC) opened their doors to provide Workday transactional support for faculty, staff, and students. The ISC comprises several teams ranging from generalists to specialists, with the common goal of providing enhanced customer support and optimizing Workday operations. The ISC is supported by many collaborative partners, including UW-HR, UW-IT, Academic Personnel and other central business units, and we work closely with those partners, as well as with campus leadership, departments, and administrators, to improve human resource and payroll processes, reduce duplicated efforts and increase efficiency, provide better data for decision making, and strengthen security and compliance.

With Workday, it’s easier than ever for employees themselves to access, update and monitor their own payroll and benefits information, and employees will continue to work closely with their departments for many Workday tasks. Most transactions will continue to be entered, reviewed, approved and managed by departments and their HR and payroll representatives – including job hires, salaries and compensation, leave of absence, end dates and more. But when more complex transactional issues occur during the payroll or benefits process, the ISC is here to support employees, administrators and departments to solve Workday problems and optimize Workday processes. Visit our list of ISC Services to get a better understanding of the various services we provide.

 

Fun fact: There are currently 62 total employees at the ISC. There are over 45,000 employees at the University of Washington who receive a paycheck every two weeks. That’s approximately 725 UW employees per each ISC staff member!

 

What is Workday?

Workday is the new, cloud-based software program the University of Washington uses to centralize and standardize human resources and payroll processes across three campuses, the Medical Centers and other off-site facilities. Workday is a proven cloud-based enterprise resource planning (ERP) software solution for human resource and financial management, utilized by multiple industries and agencies including financial services, healthcare, energy, government, non-profit, hospitality, K-12 education, and higher education, and has been successfully deployed at other universities such as Arizona State University, Cornell, Louisiana State University, Ohio State University, the University of Pennsylvania, Yale and many more.

Workdays numerous benefits include:

  • An easy-to-use interface, available 24/7, that works on both Macs and PCs
  • Online benefits enrollment
  • Up to three direct deposit options, as well as enrollment in direct deposit at any time
  • Real-time access for administrators and managers to human resources and payroll information
  • Reduced paperwork, manual entry, duplicate data entry, and data entry errors
  • Increased transparency and accountability through auditable business process workflows
  • Consistent implementation of the latest technological upgrades across the entire UW’s HR and payroll system

Workday releases platform improvements and feature upgrades designed to increase functionality and enhance the user experience twice a year, in September and March. These releases ensure UW stays up-to-date with technology changes, regulatory requirements, and our ever-expanding information needs.

Learning How to Use Workday

Web-Based Training:

Many tasks in Workday can be handled by employees or departments independently of the ISC. The ISC website provides:

Instructor-Led Training:

Additionally, the ISC provides several in-person training sessions for administrators. Calendars of upcoming events and registration information can be found on the ISC’s Workday Training page.

 

Encountering a Problem in Workday?

Helping Us Help You: What is *Your* Role?

If you run into issues with Workday, or have questions regarding HR, Payroll or Benefits transactions, follow these steps:

  1. Start by checking out our website! There are User Guides, Quick Guides and Workday Videos full of step-by-step instructions for completing most transactions in Workday, in addition to several other Resources. Additionally, use the Search box on the ISC website to search for answers to your questions.
  2. If you couldn’t find what you were looking for after searching the site:
    • Employees: Check with your department/unit administrator to see if they can assist.
    • Administrators with Workday Roles: Reach out to your Named Support Contact (NSC). If you don’t know who the NSC is for your organization, contact the HR partner or Academic Partner in your unit, or reach out to your Readiness Lead.
  3. If you still have questions or issues, fill out the Contact Us Form to notify the Integrated Service Center and start a ticket.
  4. Alternatively, you can email us at ischelp@uw.edu. (Please note: do not cc: anyone on these emails, as it duplicates tickets in the ISC system and creates obstacles to timely resolution.) For the quickest resolution, please provide ALL of the following information in your email:
    • Subject Line: Include a short description of the issue; if it’s about either upcoming or previous paychecks, please specify “Payroll Impacting.”
    • Your NetID.
    • Is the issue about you, or someone else?
    • What is the nature of the issue? Please be as specific as you can, so that we can route your inquiry to specialists best equipped to provide the answers you require. If your email does not provide sufficient information about your inquiry, extra time will be needed to follow up with you, delaying the process of providing you the answers you need.
    • Please let us know if there’s a timing concern (i.e., if the Time & Absence Transaction Deadline is fast approaching, and you haven’t been able to submit your time).
    • Provide screen shots of errors in Workday whenever possible – though please do NOT send us personal information (SSN, bank account numbers, etc.).
  5. If your issue is urgent, you may call us 206-543-8000 during regular business hours.
  6. You will get a quicker response by emailing us, especially if you leave a voicemail message.

We’ve received your ticket! What now?

  • Your form or email will create a ticket, and you will receive an email confirmation with your ticket number.
  • Based on the day a case opened and its urgency, support staff will triage and route to the team best equipped to handle your stated question or request.
  • Our teams work as quickly as possible to accurately resolve issues and inquiries! But based on several factors, including complexity of the issue or whether we have enough information to go on (please provide as many details as you can in the Contact Form – having to call you back slows down the process), ticket resolutions can take anywhere from a few minutes to several weeks.
  • To track your ticket, click on the link provided in the email acknowledging receipt of your request. Your ISC case number will begin with the three-letter prefix “HRP.”

If you’ve opened a ticket with the ISC by email, phone, or drop-in, please sit tight:

Here’s how you can help us to help you:

  • Please don’t open a new ticket for a case that’s already open. You will have received a confirmation email stating that your case has been opened. That means we know you’re waiting, and we will get back to you as soon as we can.
  • If you receive an email from the ISC, please reply with the requested information promptly. This will keep your case moving towards resolution.
  • Whenever you contact the ISC, by email or phone, please refer to the ticket number. Connecting you and a case that’s been opened helps us understand your needs and manage our workflow.

Why hasn’t my ticket been resolved?

There are a wide variety of issues that may slow down the accurate resolution of a ticket. We may need more information to properly route the ticket, or the complexity of the issue may require several transactions with approvals from multiple parties to facilitate full resolution. As long as you have a NetID, you can always check My Request to see the current status of your ticket; simply click on the link provided in the email acknowledging receipt of your request. Your ISC case number will begin with the three-letter prefix “HRP.”

Administrators:

Feel free to talk with your Named Support Contact (NSC) if it feels like a ticket is taking a while to resolve. You can also check the Admins’ Corner to learn about Known Issues and find news and updates about Workday.

If you don’t know who the NSC is for your organization, contact the HR partner or Academic Partner in your unit, or reach out to your Readiness Lead.

 

What Teams Support You with Workday HR, Benefits and Payroll Transactions?

The Integrated Services Center (ISC) has several talented and hard-working teams ready to step in, assist and support faculty, staff and administrators with Workday transactions.

Named Support Contacts

The Named Support Contacts are resources your organization has identified to be the primary liaison between your unit and the ISC. Named Support Contacts (NSC) hold either an HCM Initiate 2, HR Partner, and/or Academic Partner Workday security role, and will have access to the contact information (direct phone line and email address) for your organization’s dedicated ISC HCM Service Partner(s). An organization’s NSCs are the only individuals who have the ability to directly contact the HCM Service Partner at the ISC. The number of an organization’s Named Support Contacts is primarily determined based on the size of your organization, anticipated Workday transactional volume and HCM Service Partner staffing levels.

If you don’t know who the NSC is for your organization, contact the HR partner or Academic Partner in your unit, or reach out to your Readiness Lead.

ISC Customer Support Representatives

The Customer Support Representatives (also sometimes referred to as Tier 1) provide support for all payroll, benefits and compensation issues that come into the ISC via contact forms, emails, phone calls or walk-ins. Our Customer Support Representatives have broad-knowledge about many common issues that impact employees. (Workday Administrators, please note: you should first be working with your Named Support Contacts before contacting the ISC Customer Support Representatives.) The Tier 1s are the first point of contact for the majority of inquiries that come into the ISC. The team triages each inquiry, collects any additional information needed, and analyzes issues in order to either resolve the issue or, if they don’t have the answer, route tickets to the proper support team.

ISC HCM Service Partner Team

The HCM Service Partner team (also sometimes referred to as Tier 2) primarily works with departments and units to provide transactional support for organizations’ administrative activities in Workday, such as position events, hires, job changes, compensation changes, one-time payments, period activity pay and more. Working with the Named Support Contacts, the HCM Service Partners will be aligned with organizations within the UW in order to build effective partnerships, consult on Workday processes and transactions, and provide tailored support to meet the unique needs of our diverse campus.

Medical Centers Staff work with the WMS Team for HCM type transactions.

ISC Payroll Team

Ensuring that every UW employee receives an accurate paycheck on time is the ISC’s top priority. The ISC Payroll Team processes around 45,000 paychecks each pay period! When issues surrounding payroll transactions are noticed, employees or departments – in partnership with Named Support Contacts and/or the ISC – investigate the underlying issue; when the problem has been successfully resolved, and if requested, the ISC Payroll Team can complete an off-cycle payment. In addition, the ISC Payroll Team works behind the scenes to handle all deductions, withholdings, and payroll accounting at the University.

Medical Centers Staff work with the Medical Centers Payroll Services Team for questions regarding time worked, absence and paycheck issues related to Kronos.

ISC Benefits Team

The ISC Benefits Team handles transactions surrounding new enrollments and changes to health, wellness and retirement benefits. Tier 1 Customer Support Representatives collect as much information as possible from employees who have questions or have encountered challenges with benefits, and can resolve transactional issues in Workday regularly. However, more complex benefits issues may be escalated to the ISC Benefits Team. The ISC Benefits Team handles a large volume of benefit transactions, via Workday and paper forms. They work closely with vendors, review reports and perform complex analyses on a daily basis to ensure eligibility and that employees are enrolled properly.

ISC Knowledge & Training Team

The ISC Knowledge & Training Team provides a variety of Workday trainings to the UW community, ranging from short web-based videos all the way up to full-day instructor-led classes. This team is tasked with providing and regularly updating all Workday how-to documentation, including User Guides, Quick Guides and other resources for employees and administrators, as well as the ISC itself. For individuals who currently possess or require security access in Workday, a list of upcoming classes can be found on the Workday Training web page. The ISC Knowledge & Training Team is also currently preparing for launch of enhanced, next-level Workday training for employees who provide units or departments with HR and payroll support.

ISC Application Management Team

The Application Management Team (also sometimes referred to as Tier 3) is responsible for providing advanced Workday application management, including Workday configurations, security administration, integration administration, report development and maintenance, and support of regular Workday updates. Complex transactional issues in Workday may be escalated to this team for investigation and resolution.