UNIVERSITY PARK, Pa. — Penn State’s Finance Optimized Service Team (Finance OST) is transitioning to steady-state operations five months after its implementation, with progress toward timely turnarounds on transactions and the adoption of standardized practices as part of the University’s multi-year finance transformation. As part of ongoing efforts to improve and refine the Finance OST project, the results of two surveys assessing employee satisfaction and experience are being shared with University employees, with plans to provide overviews to colleges, campuses and units during upcoming post-launch visits.
The Finance OST is dedicated to optimizing business practices, enhancing service and support for the University community, and creating clear career pathways and professional growth for Penn State staff. The shared services model aims to improve the experience both for employees within the team and those who rely on it as part of their responsibilities.
“Prior to launch, we set a target to process 80% of our (ServiceNow) requests for transactions within five days of submission," said Saurabh Bansal, chief of staff for Finance and Business and professor of supply chain management in the Smeal College of Business. "Right after our launch, our service times were much higher than this goal. By collaborating and working with our community to fine-tune our operations, our latest monthly data shows that we are now consistently meeting this goal. Equally important, dashboards that show latest service levels are accessible to all deans, chancellors and business area executives."
As the Finance OST continues to refine and adjust processes, feedback collected from two employee surveys will help to guide next steps. The goal is to use the insights collected from finance employees, as well as faculty and staff who interact with financial services regularly, to determine where to focus efforts for improvement and adjustment.
"The Finance Optimized Service Team represents one of the most significant changes to how Penn State delivers financial services in decades," said Sara Thorndike, senior vice president for Finance and Business and treasurer. "Successfully transitioning to steady-state operations demonstrates the commitment of our employees across the University and the strong partnerships that made this transformation possible. This positions us to continue improving the consistency, quality and efficiency of financial services in support of Penn State's teaching, research and outreach mission."
Survey shows strong organizational foundation
As part of the Finance OST’s post-launch feedback loop, two surveys were conducted. The employee experience survey collected feedback from all Finance OST employees, while the initiator experience survey gathered input from over 400 faculty and staff who initiate financial transactions. The surveys sought feedback on current processes, as well as job and team satisfaction for employees in central hubs. Responses from the Finance OST employee experience survey rated several aspects of the workplace highly, including workplace collaboration, leadership support and strong teammate relationships.
Among survey respondents in the hub employee survey:
- Nearly 90% of hub employees said they feel supported by their supervisors and leaders.
- More than 80% of hub employees indicated they understand what is expected of them in their roles.
- Nearly 90% of hub employees said they understand how their work contributes to the Finance OST mission.
- Hub Employees overwhelmingly reported feeling respected by their colleagues and having positive working relationships across their teams.
Open-ended comments reinforced these findings, with employees frequently highlighting supportive supervisors, collaborative coworkers and opportunities to expand their skills through the new organizational structure.
"One of the most encouraging outcomes is the culture our employees are creating together," said Duane Elmore, leader of the Procurement and Accounts payable hub and the chief procurement officer at Penn State. "They have embraced new teams, new responsibilities and new ways of working while continuing to support one another throughout the transition."
Initiator feedback highlights opportunities for optimization
While both surveys highlighted many organizational strengths, they also identified clear opportunities for continued improvement as the Finance OST moves beyond implementation.
More than 400 faculty and staff members participated in the Finance OST initiator survey and provided the customer perspective. Of those respondents, 57% reported an overall positive experience working with the Finance OST.
Initiators identified turnaround times, communication throughout the request process, and clarity surrounding submission requirements as their primary areas for improvement. Many respondents also expressed a need for additional self-service resources, including improved knowledge articles, documentation and step-by-step guidance. This feedback identifies clear action items for the near future. This feedback also notes that several colleges continue to fine-tune their organization structure to realign initiator duties.
"We're grateful to the initiators and employees who provided feedback as part of this process. We're committed to improving this process for everyone, and appreciate the insight we've received," said Kim Fisher, senior director of the FPAC (financial planning and analysis). "One of the most encouraging findings is that employees and our customers are telling us many of the same things. That alignment gives us a clear understanding of where we should focus our efforts. Our priority now is simplifying processes, improving communication, expanding training and making it easier for the Penn State community to conduct financial transactions. We stand ready to offer help colleges, campuses and units may need to settle into the new state."
Next chapter to focus on continuous outreach, improvement
Employee surveys are one of many avenues that project leadership is using to seek input and feedback following implementation of the Finance OST. As the initiative enters steady-state operations, project leaders will continue engaging employees and University partners through regular feedback opportunities. As a post-launch follow up, the Finance OST team is visiting all colleges, campuses and units in fall 2026 to identify areas in need of additional care or assistance.
"The most successful organizations continually evaluate how they serve their communities," said Lee Wagner, associate vice president for budget and finance. "The feedback we've received from employees and our campus partners provides a roadmap for the future. We'll continue listening during these post-launch visits and on all other possible channels, adapting and investing in improvements that strengthen the experience for everyone who relies on finance services."
For more information on the Finance OST and ongoing projects, visit the website for the Office of Enterprise Change and Transformation.