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Accomplishments

Fiscal Years (FY) 2012 -2016

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

  • 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 percent 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 percent increase over FY 2013
  • Partner Agencies increased utilization rates of OSS Accounts Payable processing from 70.4 percent in FY 2013 to 74.9 percent in FY 2014 - an increase of 4.5 percent

FY 2015

  • The Accounts Payable service line processed 184,999 financial transactions. Accounts Payable transactions represent a 14.9 percent 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 percent Service Level (percent of calls answered within 30 seconds), an increase of 15.5 percent over the previous year's 56.8 percent Service Level rate
  • There were 20,201 supplier requests processed
  • Partner Agencies increased utilization rates of Accounts Payable processing from 74.9 percent in FY 2014 to 91.5 percent in FY 2015, an increase of 16.6 percent

FY 2016

  • Processed 160,432 Accounts Payable transactions and 69,531 Travel and Expense reports
  • Received 35,653 calls to the OSS Contact Center, achieving an 86.14 percent Service Level (the percentage of calls answered within 30 seconds), an increase of 13.86 percentage points above last year's 72.30 percent Service Level rate
  • Processed 19,221 Supplier Operations requests
  • Processed 1,514 Accounts Receivable deposits consisting of 16,371 checks worth a total of $271,095,317.18
  • Partner agencies increased utilization rates of OSS Accounts Payable processing from 91.5 percent in Fiscal Year 2015, to 94.4 percent in Fiscal Year 2016. This was an increase of 2.9 percent