"The eradication of human error . . ."
Background
Sodexho were part of the first phase of supplier adoption for the Scottish Government (SG). Sodexho provide hospitality catering for staff in the main Edinburgh buildings and have a catering support desk based in Saughton House. Approximately 16,000 hospitality requests are processed per annum and range from teas and coffees to working lunches and executive buffets.
Staff currently complete a paper request form detailing what they require, the date, time, room number and building location. Staff also need to detail their cost centre code, account code, programme code and entity code which is required by Sodexho for invoicing purposes. The form must be signed by a Branch Head before being sent to Sodexho. The details from the form are then re-keyed into Sodexho's own booking system which includes a calendar and kitchen diary. After the hospitality has been delivered, the form is then sent back to the customer to sign as proof that the order was fulfilled and that the cost can be invoiced. It is only at this point that the user knows how much the order cost.
This process is seen by staff as time consuming and inefficient. Hospitality brochures are not readily available and details are not provided on the SG Intranet. Users need to phone the catering support desk to ask for details of what can be offered and what the costs are before the order form is completed. Also, many Branch Heads question the need for their signature on an order which costs an average of £8. It is also recognised that the policy is not always adhered to across the SE leading to inconsistencies with the approval hierarchy.
The eProcurement Scotl@nd (ePS) web based purchasing service presented opportunities to improve business benefits in terms of process efficiency and compliance.
It was decided that the most appropriate connection method would be an electronic catalogue based on the details contained in the hospitality brochure. The catalogue was created showing what was available and the associated costs. Each line item was 'hard-wired' to the hospitality account code ensuring that the user would not have to change the code and also that all orders would be automatically linked to that code for payment. The approval hierarchy was also built in so that any order for Sodexho was sent to the correct grade for approval. Discussions with Personnel Policy led to the level of approval being reduced.
The process on eProcurement Scotl@nd is now much more efficient and quicker. The user selects the items they require from the catalogue and add them to the requisition, submit it for approval and once it has been approved, the Purchase Order is e-mailed to the catering support desk who then book it into the Sodexho system. Once the hospitality has been delivered, the user then receipts the order on-line and this acts as notification that this order can now be invoiced.
Business Benefits
- Reduced phone calls for routine enquiries for both SG and Sodexho: Through the creation of an on-line catalogue, the user can access all product and pricing information and be assured that it is accurate and correct thereby negating the need to contact the catering support desk to request similar information. This allows Sodexho staff to concentrate on key roles and enhance overall service delivery and performance.
- Standardised approval process throughout the Scottish Executive: With the introduction of ePS, SG has now put in place a standardised approval process that meets the requirements of the SG hospitality policy. Sodexho and the internal Contract Manager are now assured that all hospitality requests are from an authorised member of staff.
Speedier Payment Process:
Prior to ePS, payment to Sodexho could only be made when the original request form had been signed by the user after the hospitality had been delivered. In many circumstances this procedure was not followed meaning payments were overdue with Sodexho staff contacting users to request the signed form. With the introduction of eProcurement Scotl@nd, once the user receipts the order on-line, this acts as notification to Sodexho that the order can now be invoiced for payment.
Supplier's Viewpoint
"With the introduction of ePS, the eradication of human error is a great advantage. The "e" requests are completed by the user and cannot be amended by the Catering Support Desk staff ensuring that orders are fully met and in the case of disputes, for example, incorrect delivery times or quantities received, can be used as evidence.
There is also the benefit of less paper work, no internal post, a reduction in wasted man hours chasing unsigned requests, consistent and speedier payment of all requests and a vast reduction in outstanding debt".
Lee Gallimore, SG Catering Manager, Sodexho
ePS Customer's Viewpoint
"With the introduction of ePS and on-line ordering, the whole process of requesting hospitality has become much simpler, quicker and efficient and the paper chase has been reduced significantly as a result".
Lynn Peterson, Procurement & Commercial Services Division, Scottish Government.
More information . . .
To obtain further information relating to this article on the Scottish Government and Sodexho implementation of the eProcurement Scotl@nd service please contact:
Scottish Executive - Tom Wilson
Sodexho - Lee Gallimore
If you would like further general information on the ePS service or would like to receive future eProcurement Scotl@nd Newsletters, please contact the eProcurement Scotl@nd Service Desk