Volunteering Systems & Processes

Expenses walk through

Volunteer Expenses

Request Expense Account

Request Expense Account

Create ExpenseCreate

Expense ApprovalsApprovals Submit ReceiptsSubmit

ReceiptsReimburse Expense

Reimburse Expense

FSC Process

FSC Process

As far as possible, the system will replicate the features within Staff Expenses.

Volunteer Expenses - overview

.

Key Stakeholders Volunteers, Volunteer managers, Budget Holders, VCI Consultants, FSC, VCI Whole Trust, S&P programme team

Current Process This process includes all activities related to volunteer expenses across National Trust sites - including processes from creating expense accounts, submitting, authorising and tracking claims and reimbursement

Current Challenges • Operational efficiency – duplication and amount of time taken to process paper claims at properties;• 20% of claims rejected by FSC due to errors on forms; paper claims lost in the mail – leading to volunteer frustrations;• Inconsistency of volunteer experience – different rates and application of rules such as use of petty cash (no way to trace / audit this)

Systems and Processes Programme deliverables

• System – ability for volunteers to create expense accounts and submit claims online (similar to staff e-expenses)• System – ability for volunteer managers to authorise claims, track and report on volunteer expenses • System – support communications to both volunteers and volunteer managers to help track claims and thank them for support• Guidance – revised instruction and guidance to reflect new online process (roles and responsibilities and timescales) and support consistency in use of petty cash • Guidance – new guidance to support volunteers in terms of steps and rules – including use of ‘receipts’ envelope (tbc whether this is separate from guidance for vol managers)• Forms / templates – new receipts envelope. Away from receipts all paper process and forms to stop. Volunteer Managers to be able to submit claims for those volunteers not online

Benefits through systems and processes programme

• Timeliness of payments to volunteer bank accounts (to bring in line with staff process)• 1 FTE saving in FSC• Improve operational efficiency – taking workload away from volunteer managers by volunteers self service

Pre system implementation

(Dependencies)

• Clarity on roles and responsibilities re. approving claims – in line with new process• New guidance for volunteers and volunteer managers + receipts envelope• FSC understanding and training

Expenses System Out of Scope

• Expenses as ‘Gift Aid’

• Scheduling – association but not dependency

• e-Scanning of receipts

• FSC internal processes

• Other than are impacted by solution

Expenses Workshop Feedback

• Very clear feedback supporting Programme aims

• e-Solution

• One stop shop

• Volunteers own their Expenses

• Simple, seamless

• Reduce errors and duplication

• Remove paper

• Clear rules and improved guidelines

• What is our Expense spend?

• Analysis of decisions e.g. fuel rate changes

We’ve had some big questions….that we’ve managed to address

Volunteer Expenses

Online / core process

Note: the following slides aim to reflect the process flow and Volunteer experience. The system and role names are undefined,

screens shown are not wireframes.

High level process: Online Volunteer Expense Account Request

FSC create Expense Account

on APTOS

Volunteer submits request

Volunteer wishes to claim Expenses

incurred

Volunteer creates expense account request :

Bank details, email, confirm personal details

The Volunteer must be ‘active’

No management intervention/

approval required

Daily data file from database

Volunteer accesses the Volunteer portal through a secure login

class Expenses

NT Volunteering Portal

Welcome to the NT Volunteering Portal, select the tab you want to begin your volunteer journey

I want to volunteer

Places Expenses

The Volunteer must create an Expense Account before submitting any Expense claims.

class Expenses

Volunteer Expenses

Hi Charlie, before you can claim an Expense, you will need to create an Expense Account. Click on the link below to follow the easy step by step guide.

Create my Expense Account

Expense Account: Volunteer data from the BBCRM pre-populates some fields

class Expenses Walkthru

Expense Account - about me

Volunteer ID

Volunteer Name

Primary Location/ Manager

Email address

Accept T&Cs

123456

Charlie Watts

Heelis/ Andy Parker A

Pre- populated information about the volunteer

- reduce errors in key data.

The Volunteer has the ability to change some of

the data.

charlie.watts@web.com

A

X

The Volunteer adds in additional information such as bank details

A volunteer can manage their bank and email details within their Expense Account. This information is used

by APTOS to reimburse expenses

class Expenses Walkthru

Additional information

Before you can create your Expense Account we need some additional information about you.

Bank Account Number

Bank Account Name

Sort Code

36478238723 A

Submit My Expenses Account

Time period (TBD) between

submitting expense account

request and being able to submit

a claim

Charlie WattsA

«artifact»10- 11- 44

Expense Account Process• Every Volunteer will need to submit an Expense Account

request before submitting an Expense Claim• File of Expense Account requests APTOS • APTOS uses the ‘Volunteer ID’ created in Volunteer database

as the Expense Account Number• This ID will always appear on the interface and associated

documents when a Volunteer is managing their Expenses• Time period (TBD) window required before an expense claim

can be created – allows FSC to receive and create the corresponding expense account on APTOS (for payment)

High level process: Online Volunteer Expense Claim

Volunteer submits claim for approval

The Expense Account request has been processed.

The volunteer has incurred expenses

Volunteer creates claim: dates, expense types, journey details etc.

Volunteer may edit claim

Approver approves or rejects claim

FSC authorises claim for payment

Volunteer posts receipts to FSC

FSC receives receipts envelope

File of authorised claims to APTOS

APTOS reimburses expense amount to

Volunteer bank

Volunteer receives e-remittance advice

Claims remain open

Ability to copy

Approver is notified

File of data from vol database

Aim: process

claim in 48 hours

After the Expense Account has been created on APTOS, the Volunteer can create an Expense claim.

Claim summary, expense line items.

Ability to create, edit and delete, and submit for approval.

class Expenses Walkthru

Create an Expense Claim.

Welcome back Charlie, please complete the information below to submit your expense

Select date from:to

J ourney From/ To

12/ 03/ 2013

Post code

Expense Type - select a type you want to

claim for

Travel - fuel Mileage

Travel - bus/ train

Subsistence

Receipts Included?

Ability to select

mult iple expense

types for an expense

occurrence eg

subsistence and fuel

for one day

Submit for Approval

A

Remember!

Use the green pre- printed receipts

envelope. Expense claims cannot be paid

back unless you post this information to

us

Volunteer ID: 123456

«artifact»Y or N

Upon submission, the Approver receives an email notification. They can approve, reject and amend the claim eg budget code to

a different dept.

class Expenses

Emai l Notifi cationEmai l Notifi cation

To: Andy ParkerFrom: Volunteer ExpensesSubject: Expenses Requiring Your Action

Hi Andy,

you have 3 Expense Claims that require your action, please login to the Volunteering Portal at the url below to complete these i tems:

https:\ \ volunteeringportal.com

FromVolunteering Portal

The Approver/Volunteer manager is able to submit Expense Claims on behalf of others

APTOS will send payment notification

class Expenses

Email Notifi cationEmai l Notifi cation

To: Charlie WattsFrom: APTOSSubject: Successful Payment of Your Recent Expenses

Hi Charlie,

your payment for Expense claim number 4847376 has been authorised for payment via BACS which you wi ll receive into your bank account over the next 48 hours.

FromAPTOS

The status will not be updated in Volunteer

Expenses

Remittance by email not paper

FSC Processes• The FSC receive the Volunteer Expense envelope – this is the

trigger for payment– Receipts and VAT Receipts– Different colour envelope– Audit

• The FSC access the Volunteer system and match the Expense envelope details with the Volunteer system

• They can view and amend claims• They can authorise payment within the Volunteer System –

only if the Expense Envelope has been received• Authorised Expense claims are then uploaded to APTOS for

payment

Summary of Key ChangesCurrent Capability To-Be Capability

Paper account requests/claims/ remittance advice

e-Solution, e-Remittance from APTOS

Dependence on “Admin” throughout Self-serve – manage Expense Account, Expense Claims, visibility of claim status

Manual input: APTOS/Expense Account ID/ VMS

Batch updates, system generated Volunteer ID, VMS decommissioned

Potential for data security issues: paper copies kept, forms missing etc.

Secure, on-line solution

Data and Reporting: limited and varied Data and Reporting throughout NT hierarchy, ability to assess impact of rate changes

Duplication: error-prone process checking throughout

Remove duplication, error-proof solution and add quality steps. Eg approval checks, budget codes from APTOS, drop down selection

FSC check each claim Audit X claims (TBC)

No enforced claim period Claims must be submitted within 3 months

Reimbursement ~5weeks Reimbursement within 48 hours of envelope at FSC