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Accomplishments

Fiscal Years (FY) 2012 -2015

Ohio Shared Services journey continues with improvement to existing processes while expanding programs, service lines and agency partnerships.

FY 2012

  • First edition of Ohio Shared Services Insider eNewsletter released
  • Ohio Shared Services processed 81,372 Expense Report Reimbursements for state employees traveling on state business
  • The Contact Center received 34,575 calls, achieving 91 percent First Call Resolution
  • The Accounts Payable service line processed 95,377 transactions for partner agencies
  • Supplier Operations processed 30,250 requests received from suppliers, providers and state agencies

FY 2013

Among highlights of its performance in FY 2013, Ohio Shared Services:

  • Invited as a Case in Point presenter at The 2013 Public Sector and Education Shared Services Summit: Navigating to New Value, Harvard University
  • Processed 80,152 Expense Report Reimbursements for state employees traveling on state business
  • Contact Center received 34,929 calls, achieving 82.5 percent First Call Resolution
  • Accounts Payable service lines processed 137,266 transactions for partner agencies
  • Supplier Operations processed 26,750 requests received from suppliers, providers and state agencies

FY 2014

  • Ohio Shared Services processed 82,770 Travel and Expense Reports for employees traveling on state business
  • The Contact Center received 36,236 calls, achieving a 72.4% First Call Resolution rate
  • Supplier Operations processed 20,467 requests
  • The Accounts Payable service line processed 160,960 Accounts Payable transactions. Accounts Payable transactions represent a 17.26% increase over FY 2013
  • Partner Agencies increased utilization rates of OSS Accounts Payable processing from 70.4% in FY 2013 to 74.9% in FY 2014 - an increase of 4.5%
  • FY 2015

  • The Accounts Payable service line processed 184,999 financial transactions. Accounts Payable transactions represent a 14.9% increase over FY 2014
  • The Travel and Expense service line processed 82,088 Expense Reimbursement Reports for State of Ohio employees
  • The Contact Center received 37,163 calls, achieving a 72.3% Service Level (% of calls answered within 30 seconds), an increase of 15.5% over the previous year's 56.8% Service Level rate
  • There were 20,201 supplier requests processed
  • Partner Agencies increased utilization rates of Accounts Payable processing from 74.9% in FY 2014 to 91.5% in FY 2015, an increase of 16.6%.