Human Resources: Shared Services (1780P)
Program Outcome Statement
Provide mail and purchasing services.
- Mail Processing
The Shared Services Program assists County departments in procuring quality goods and services based on fair and open competition, and provides timely and accurate distribution of U.S. Mail and internal correspondence.
Cost of Purchasing Unit as a % of Total Purchases Processed vs. Bay Area Counties
Total days from Receipt of Purchase Requisition Through Purchase Order - SMC vs. ICMA
Percent of Customer Respondents Rating Services Good or Better: Procurement and Mail Services
Story Behind Performance
The Shared Services Program processes nearly four million pieces of mail and handles over $65 million in purchasing requests. Program staff are in the process of identifying service enhancements and expanding cost-savings strategies. Customer satisfaction ratings were significantly low a few years ago, however they continue to rise. Timely responses to customers, reduced cycle time from inception to purchase and a test pilot on a new electronic quoting system have contributed to a better customer experience.
Data is currently being compiled for the benchmark measures: Cost of Purchasing Unit as a % of Total Purchases and Total Days from Receipt of Purchases.
The vendor agreement back log has been greatly reduced and staff continue to hold monthly meetings with several departments in an effort to streamline processes and keep lines of communication open.
Recent program accomplishments include: implementing a new bid system; deploying new mail sorters that reduced postage costs by using e-return receipts; expanding vendor agreements; implementing the Contracts Management System project; and filling key positions, including Procurement Manager.
Priorities for the Shared Services Program include:
- implementing various strategies to enhance services, including standardizing commodities;
- providing training both Countywide and internal to the department; and
- complete implementation of Contracts Management System that will allow departments to create and track contracts in a centralized system.