FY'26 Annual Report

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.

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.

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.

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.

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.

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.

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.