At the Department of FISCal (FI$Cal), customer service and end user support are top priorities. Both are part of our strategic plan. One of our core values is to place our customers first to deliver high-quality services, and one of our key goals is to provide outstanding customer service to continuously improve customer experience through high-quality services, effective communication and broad collaboration.
Our user support options range from self-help tools to interactive lab sessions, led by subject matter experts. Our teams work to ensure our user support tools are allowing departments to close their books on time and quickly resolve any system-related issues. We also update our services, based on customer feedback via one-on-one support and formal mechanisms like the Customer Impact Committee.
End users may take advantage of the following opportunities:
SELF-SERVICE TOOLS
Identity Self-Service Portal – Departmental Authorities/Designees can use this automated portal for all role changes.
Operational Insights Dashboard – This tool enables end users to filter and analyze their department’s transactions, helping determine what tasks need to be completed to reconcile and close books.
Department 360 – Available to end users in the FI$Cal PeopleSoft application, this tool provides quick access to several tools and reports displayed in user-friendly tiles. Currently, there are seven tiles on the dashboard: FI$Cal Service Center (FSC) Tickets, FI$Cal Dashboard, Encumbrances, Expenditures, Receivables, GL/KK Data Sync, and Error Dashboard.
ServiceNow Portal – Available when logged into the system, this portal allows end users to create service requests directly to the FSC. In addition to guiding end users through the ticketing process, the portal displays open tickets and requests and includes a searchable database with “how to” information and solutions for common issues.
Month-End Close Automation Tool – Automates month-end close and streamlines the process so that the system will automatically close the period if no errors are found for the chosen submodules or asset management/general ledger.
ONLINE AND INSTRUCTOR LEARNING
FI$Cal Learning Center (FLC) – End users can visit this online training portal for a one-stop learning experience for help mastering the skills needed to become confident and successful FI$Cal end users.
Job Aids Online – Step-by-step instructions for common transactions. End users may subscribe to receive job aids on specific topics.
Video Tutorials – FI$Cal publishes how-to videos on the FLC and the FI$Cal YouTube channel that are designed to help address common issues and frequently asked questions.
Context Sensitive Help – While logged in and transacting in the system, all end users can access the help link (Do It!) for context-sensitive help.
FI$Bot – When transacting in the FI$Cal system, end users can interact with this virtual chatbot to receive answers to common questions.
User Support Labs – Virtual user support labs (USL) are available for end users to receive help from FI$Cal subject matter experts in completing work assignments. End users can request a USL session by submitting a completed USL request form to the FSC.
Virtual Instructor-Led Training – Virtual Instructor-led Training courses are offered each month across several modules. Course information and registration are available through the FLC.
FI$CalTv – Once a month, end users can connect with FI$Cal subject matter experts through these online broadcasts and get valuable tips, tricks, and information about the FI$Cal system.
For more information about the department, check out our series of factsheets and other publications on our website.