Extracted text (via pymupdf)
11233 characters
Major Accounts
Client Guide to Enterprise eTIME
Implementation and Support
ADP’s Enterprise eTIME Implementation and Support Services
Page 2
October, 2010
Enterprise eTIME Implementation Services
The Enterprise eTIME Implementation is a set of services performed by the ADP Major Accounts Time and Labor
Management Group (or TLM) to ensure a quality and timely completion of the Enterprise eTIME system implementation.
It is provided to all clients who have purchased the Enterprise eTIME product.
The implementation is a 16-20 week remote implementation with a focus on the functionality that directly supports time
collection necessary for payroll production. ADP’s role in this offering is to provide project management, system and
configuration requirements, analysis and application configuration, interface to payroll, training, guidance and direction to
the client throughout the project.
The success of this implementation approach will depend on the client’s ability to staff the implementation with the
appropriate resources for requirement definitions, testing and training. Unqualified or unavailable staff may delay the
Enterprise eTIME implementation.
Scope:
•
Implementation of Enterprise eTIME to be interfaced with Payroll
•
Pay policy analysis and configuration of Enterprise eTIME application
•
Time entry method to include the web collection methods and/or data collection device methods (Timeclocks and/or
eTIMEphone)
•
Configuration and testing of payroll interface
•
Assistance with parallel and first two live payrolls
•
Enterprise eTIME System Administrator training (up to 2 attendees) via Using Enterprise eTIME virtual training
•
A tutorial for Employee and Department Manager/Supervisor training will be provided. ADP can provide instructor-led
Department Manager/Supervisor training as an add-on service
Standard Assumptions and Prerequisites
Before getting started with the implementation, it is important for both ADP and the client to understand some key
assumptions and prerequisites on which the implementation is based.
9
Assumptions
Scope Changes: During the course of the implementation, the client will minimize changes to the current
scope. If changes are made, they will be provided to the ADP Project Manager or Implementation
Consultant in writing. If these changes materially impact the original scope of the project, ADP may need to
increase the implementation set up fee of the Enterprise eTIME system
Centralization of HR/Payroll: Analysis work will be performed at one central location. It is assumed that
HR and Payroll administration is centralized and that the client operates under the same policy and
procedures for all divisions and locations. If HR and payroll administration is de-centralized and impacts the
project scope, ADP may need to increase the implementation set up fee of the Enterprise eTIME system
Training: ADP will provide training for up to 2 participants plus web based training for employees and
managers. On-site training is available at an additional cost. The ADP Project Manager can assist the
client if a different training program is required; additional fees will apply
Schedule Cancellations: The client will provide a minimum of at least a one-week notice when canceling
any previously assigned work schedules. In the event that scheduling cancellations occur in less than the
one-week requirement, ADP reserves the right to bill a cancellation fee
Test Environments: The implementation scope is to implement a production environment only.
ADP’s Enterprise eTIME Implementation and Support Services
Page 3
Enterprise eTIME General Policies
In order to ensure quality service, the client must adhere to the following policies.
Topic
Policy
Daily or Pay Period Backups
Client-run backups of the Enterprise eTIME database are required to minimize
down time and processing delays in extreme circumstances
BomGar access
Remote software must be installed to provide optimal support during
implementation and on-going support of the Enterprise eTIME product
Clock Replacement
Each request for service will require extensive troubleshooting by ADP prior to
dispatching any service request
Clock Moves or Transfers
Clients must contact ADP
Software Service Packs
Client will be notified, when needed, by ADP of new service packs. ADP will assist
the client with the installation of software service packs
Implementation Phase Timeline:
Project Start Up:
1-2 weeks
Analysis:
3-4 weeks
Configuration:
4 weeks
Conversion:
2-3 weeks
Validation:
2-3 weeks
Production:
4 weeks
Resource Requirements:
ADP:
Client
Implementation Manager
Executive Sponsor
Project Manager
Project Manager
Implementation Consultant
Enterprise eTIME System Administrator
Technical Consultant
Payroll Subject Matter Expert(s)
Training Specialist
Human Resources Subject Matter Expert(s)
MIS (Database Administrator) Representative
Facilities Representative
Phases of Implementation Services:
Responsibilities
ADP
Client
Project Startup Phase
Select core project team
9
9
Participate in Startup Call (1 hour)
9
9
Participate in Planning Meeting (1-2 hours)
9
9
Analysis Phase
Document pay policies by completing client analysis documents
9
9
Prepare site for data collection device(s) installation
9
Issue memo informing employees of upcoming system
implementation
9
ADP’s Enterprise eTIME Implementation and Support Services
Page 4
Responsibilities
ADP
Client
Configuration Phase
Attend Using Enterprise eTIME training class(es)
9
Install data collection device(s) and submit hardware installation
checklist
9
Install server(s), operating system, database and submit
Installation Checklist
9
Setup and configure Enterprise eTIME software parameters and
payroll interface
9
Install Enterprise eTIME, data collection, and interface software
(virtual/on-line – 1-2 days)
9
9
Implement a backup recovery solution for Enterprise eTIME
9
Conversion Phase
Call to Prepare for System Overview (2-3 hours)
9
9
Discuss and plan training for employees and managers
9
9
Finalize employee load into Enterprise eTIME
9
9
Participate in System Overview (virtual - 1-2 days)
9
9
Validation Phase
Enter sample timecards into Enterprise eTIME to start testing
9
9
Review results from User Acceptance Testing and Complete
Final Software Configuration (1-2 hours)
9
9
Production Phase
Provide training to employees and manager
9
Start the parallel test of Enterprise eTIME software
9
9
Submit test payroll with Enterprise eTIME
9
9
Employees begin using Enterprise eTIME live and exclusively
9
9
Process, preview, and submit first live payroll using Enterprise
eTIME data
9
9
Process second live payroll
9
9
Transition to on-going support team
9
9
Complete Implementation Survey
9
ADP’s Enterprise eTIME Implementation and Support Services
Page 5
Enterprise eTIME Support Services
Once you have been implemented on Enterprise eTIME, you will be turned over to the Enterprise eTIME Support
organization. The Enterprise eTIME Support organization is your primary contact for answering questions and resolving
issues concerning the Enterprise eTIME application and data collection devices. The mission statement for Enterprise
eTIME Support is as follows: ADP’s Enterprise eTIME Support team is committed to delivering World Class Service
and seeks to exceed expectations of service by resolving issues in a timely, efficient, professional, and
courteous manner.
To deliver on our mission, we are committed to employing responsive, well-trained and dedicated associates. You may
contact your Enterprise eTIME Support team by telephone or via our email address enterprise_support_team@adp.com.
For all high priority level inquires, we encourage you to contact us directly. Emails should only be used for non-urgent
matters. Response time to emails might take a couple of days. Please be assured that your Enterprise eTIME Support
team will respond to your call promptly and professionally. Our internal call tracking system allows our Enterprise eTIME
Support associates to follow-up on your calls, ensuring that you receive a timely response and an appropriate resolution
to your requests.
Normal Hours of operation for Enterprise eTIME Support are 8 a.m. to 5:30 p.m. in each time zone Monday through
Friday. ADP’s offices are closed in observance of the following holidays: New Year’s Day, Memorial Day, Independence
Day, Labor Day, Thanksgiving Day, and Christmas Day.
Your Enterprise eTIME Support associate team is your first point of contact for all issues relating to the Enterprise eTIME
application and data collection devices ADP provides. Your Support Team has four levels:
Inbound
Our goal is to answer 80% of the calls that come into the team within 20 seconds
Resolution
Issue Resolution within 1-2 hours
Technical Specialist
Database and network related issues, or issues requiring research
Corporate Technical Support
Initial Escalation point
Enterprise eTIME Standard and Specialized Services
The Enterprise eTIME Support team offers a variety of standard services. Standard services are services that are
available to all clients and are included in the base processing fees with standard turnaround timeframes. Additional
charges may be applicable for services required outside the standard turnaround. Specialized services are value-added
services that are offered to all clients at additional cost. Your Enterprise eTIME Support associate or Manager is available
to work with you on a variety of special projects, such as those suggested in the table below.
Standard Services
Specialized Services
Provide day to day phone support.
Enhancements or changes exceeding 3 hours
Educate on procedures and policies
Adding additional devices to configuration
Backup Recovery if available
Reinstall or reconstruct software installation
Punch Recovery when needed
Change/Add Department Labor Levels
Edit Punches when needed
Specialized programming outside original setup
Assist with file import/s
Third-party application interface support
Troubleshoot Enterprise eTIME software/hardware errors
Support or assistance with a backup, training, or test
environment of Enterprise eTIME
Provide ongoing education of application
Place hardware, supply requests
Assist with running Enterprise eTIME Reports
The fee for specialized services provided by Enterprise eTIME Support is $175 per hour. For each project, your Enterprise
eTIME Support associate will perform a complete analysis of your business requirements and prepare a time and cost
estimate for your approval. Once an agreement is reached on the work to be performed, the time frame for completion,
and the associated fees, the project will proceed to completion.
The ADP Logo and Enterprise eTIME are registered trademarks of Automatic Data Processing Inc.