Service Delivery is a way of centrally organizing administrative functions that previously were performed by staff within individual units. The goal is to optimize the delivery of efficient, effective services throughout Finance and Operations while enhancing job skills and building career paths for employees. To do this, the division is creating a Service Center of Excellence focusing on services provided in human resources, information technology, finance and communications.

Carolina is facing multiple challenges, from years of budget cuts and an expectation from state leadership to become more efficient, to the adoption of new multi-faceted enterprise systems, to pressures that threaten a traditional university model. Our division needs to create a more nimble, streamlined way of conducting business that supports the University now and in the future.

The process for moving staff into the new Service Center of Excellence (SCE) will be developed with input from staff. Reporting lines for those providing service delivery functions will change, but employees will stay at the same salary level or may have the chance to earn more if they take on a new position with additional duties. Our goal is to ensure everyone finds a home within the new structure, and we do not anticipate any layoffs.

Two potential SCE staffing models will be considered:

  • Recruiting staff by posting new positions;
  • Assigning staff currently performing SCE work to the SCE.

Division feedback is being sought through focus groups of unit staff, individual conversations, town halls, surveys and email. This input will inform the final decision.

We met with everyone who does any work in areas of Finance, Human Resources, Information Technology and Communications to get input. We also did a survey to assess the job functions that our staff perform day-to-day. With this information we will determine what services will be offered by the Service Center of Excellence (SCE) and what services will remain within the units.

Based on staff roles and expertise, people will either move into one of the service centers or remain in their existing units to take on new responsibilities and manage the services that aren’t taken on by the SCE.

This process will be transparent and collaborative, and we need everyone’s help to make sure we create a SCE that not only provides great service to the Division but also takes great care of our employees.

The SCE will launch Oct. 3, and a few weeks later, center staff will be able to move into the Roberson Building, located at 400 Roberson St. in Carrboro. The entire building is not only getting fresh paint, new carpet and brand-new furniture, it also is getting a makeover to create ways for the SCE teams to solve problems collaboratively. We understand proximity of staff members is an issue of concern for many, and we will explore the use of satellite offices, new technology, training and new workflow processes to help ease the challenge that comes with a relocation of this nature. Read more about the new location.

  • High quality services and exceptional customer service.
  • Additional capacity, capability and expertise.
  • Increased standardization and better utilization of technology.
  • Increased continuity and resiliency.
  • Opportunities over time to advance within the SCE.

The Division announced the creation of the Service Center of Excellence (SCE) in July 2015 and immediately began gathering information from staff at all levels throughout Finance and Operations. In the fall of 2015, the focus shifted to project planning based on the information gathered. In a memo sent to Finance and Operations staff July 12, 2016, Vice Chancellor Matt Fajack announced the official launch date for the division’s new SCE is October 3. The process for improving SCE operations will be ongoing.

Input and assessment are key. Early on, the Service Center of Excellence (SCE) team met with staff throughout Finance and Operations to gather information about the best way to make the service delivery transition. From those meetings, the SCE team compiled a list of emerging themes about current services – what works well, what could be improved and what else is needed. In addition, some 200 staff members have participated in an activity assessment survey, focusing on how they allocate their day-to-day activities in support of finance, human resources, information technology and communications within the division. Separately, all staff received a satisfaction survey to gauge their satisfaction with the services they receive in those four core areas. All this information is key in determining job mapping and staffing plans for the SCE.

An advisory committee, representing every area in the Division, meets monthly to help shape priorities and ensure that the SCE implementation is responsive to the needs of both departments and employees. And a professional development committee has begun examining new and existing training and professional development opportunities that will provide essential support for employees at all levels in the Division.

As with any multi-office move, a step-by-step move plan is being developed and will be communicated to staff. The plan will include info about what items, personal and work, to bring to the SCE.  We are planning an open house for SCE staff prior to the move and will communicate details with staff as soon as the date is set.

We have a working team dedicated to files and storage, as it is a concern for most departments and staff members.  More to follow on this topic.

We have a working team developing an SCE employee handbook, which will include professional dress guidelines among other topics. More information to follow as the team finalizes the handbook.

The Service Center of Excellence team wants you to know what’s happening at every step of the implementation process. Be sure to read the News section of the website, and check back for updates to these Frequently Asked Questions.

You also can submit a question or share your information and ideas by clicking the green “Complete Survey” button on our homepage. If you prefer, you can send an email to, or you can talk with a member of the SCE Advisory Committee.