Thank you for viewing the OHIO Business Service Center Annual Report. For additional information or questions, please contact Heather Krugman at krugman@ohio.edu or visit the Business Service Center website at www.ohio.edu/bsc. We appreciate your interest in the OHIO BSC and our continued efforts to support Ohio University through exceptional service and operational excellence.
OHIO Business Service Center Annual Report
Fiscal Year 2026
FY'26 Annual Report
OHIO BSC FY26 Report
Welcome to the Ohio Business Service Center (BSC) Fiscal Year 2026 Annual Report.
Percentage of Overall University Services Processed by the OHIO BSC
The OHIO Business Service Center plays a significant role in supporting Ohio University's operations, managing 34% of the University's total budget, processing 38% of all purchasing and travel transactions, and supporting 21% of university hiring activity. In addition, the Budgeting and Financial Operations team has processed more than 2,600 Individual Compensation Distribution (ICD) contracts, demonstrating the OHIO BSC's broad impact across financial, purchasing, travel, hiring, and other services.
34%
of University budget is managed by BSC budgeting and financial operations services.
38%
of total University purchasing and travel transactions, including specialized services for research, software, RFPs, ect. are processed by the BSC purchasing and travel services team.
21%
of University hiring is supported by BSC hiring services, including AFSCME 3200 and 1699, and administrative positions.
2600+
Individual Compensation Distribution (ICD) contracts have ben processed by the BSC budgeting and financial operations team.
How Quickly Tickets Are Processed by the OHIO BSC
The OHIO Business Service Center is committed to providing timely and efficient support to the Ohio University community. In FY26, 64% of ticket requests were completed within eight working hours, excluding delays related to approvals, requests for additional information, or dependencies on other departments. Overall, nearly 80% of requests were resolved within one business day, demonstrating the OHIO BSC's focus on responsive service and quick issue resolution.
64% of ticket requests are completed within eight working hours, provided we're not waiting on something (e.g., approval, additional information, another department, etc.)
Customer Satisfaction
Customer service is at the heart of everything the OHIO Business Service Center does. In FY26, 97% of customers reported being highly satisfied or satisfied with OHIO BSC services, based on 1,390 survey responses. This strong satisfaction rating reflects the team's commitment to providing responsive, accurate, and customer-focused support that helps faculty, staff, and students navigate business processes with confidence.
97% of customers are highly satisfied or satisfied with OHIO BSC services based on 1390 ticket survey responses throughout FY'26.
Quotes and Customer Feedback
At the OHIO Business Service Center, we strive to meet and exceed our customers' needs by delivering responsive, accurate, and customer-focused support. Feedback from faculty, staff, and students across Ohio University highlights our commitment to providing timely assistance, processing transactions efficiently, guiding customers through complex processes, and delivering exceptional service experiences. These testimonials reflect our dedication to helping the University community succeed through reliable partnership and continuous service excellence.
My travel reimbursements were processed the same day that I submitted them!
Shelli Minton, Web CMS Training & Support Manager, UCM
As usual, fantastic job making sure orders are accurate, feedback is great, support is superb.
Julio Arauz, Professor, J. Warren McClure School of Emerging Communication Technologies
They were fantastic dealing with this request extremely fast as I needed to make the booking not to lose the offer. I can't be thankful enough for their help!
Nancy Sandler, Professor, Physics and Astronomy
They did a good job and really helped me set up my files before my travel to make the post-travel finance claims go easily.
J.D., student
Few people in my experience have this kind of absolutely positive attitude towards providing service to strangers.
Dan Guralnik, Assistant Professor, Mathematics
OHIO BSC Process Improvement and Efficiencies
The OHIO Business Service Center is committed to continuously improving services, processes, and customer experiences across the University. Through more than 92 process improvements, the OHIO BSC has generated $2.5 million in savings, reduced audit findings, standardized key business processes, enhanced training resources, and leveraged innovation to increase efficiency. These efforts reflect an ongoing focus on delivering greater value, strengthening operational effectiveness, and providing exceptional support to the Ohio University community.
92 and counting total process improvements to create a better customer & staff experience, to standardize processes, and to drive efficiencies for the institution.
- Saved $2.5M cumulatively through FY'26
- Decreased audit findings by 79% for units we served through FY'26
- Used AI to search vendor sites for VPATs to speed up tech review for software purchases
- Designed new process for delivery and review of standard monthly budget reports
- Standardized processes across Financial Operations teams
- Developed training and documentation for standard reports for all CFAOs
- Redesigned account entry screen on enhanced forms for a more intuitive user experience
OHIO BSC FY26 Growth
During Fiscal Year 2026, the OHIO Business Service Center continued to expand its services and organizational impact while increasing staffing by just one position. This growth reflects the team's focus on efficiency, process improvement, and innovation, enabling the OHIO BSC to support more customers and deliver greater value across the University without significant increases in staffing.
OHIO BSC Employee Satisfaction Rating
Results from the Ohio University Workplace Survey (PAWS) reflect a positive and supportive work environment within the OHIO Business Service Center. Employees reported a 74% overall favorable rating, with particularly strong results in supervisor effectiveness (89%), staff well-being (88%), and inclusion, belonging, and community (84%). These results highlight the OHIO BSC's commitment to fostering a workplace culture where employees feel supported, valued, and connected.
- 74% job satisfaction and support, on the University Workplace Survey (PAWS)
- 89% supervisor effectiveness
- 88% staff well-being
- 84% inclusion, belonging & community
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