Strategic Procurement Services

Strategic Procurement Services

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Service Levels

Posted service levels for the acQuire, Accounts Payable and Credit Card team is outlined below.

*Note, service level clock commences when a complete form or request is received.  Partial completeness does not start the service level clock. 

AREA DELIVERABLE DESCRIPTION

SERVICE LEVEL

Accounts Payable (AP) Email acknowledgement of message sent to accounts.payable@queensu.ca Response to be sent to sender acknowledging receipt of email.  If possible, will answer inquiry or note a time when inquiry will be answered, if item needs to be investigated further. Within two (2) business days
Accounts Payable (AP) Invoice Processing* Invoice will be processed for payment.  Departments are responsible for ensuring that the necessary approvals on the vouchers are obtained to ensure payment to supplier is made based on supplier’s payment term on file. Within ten (10) business days
Accounts Payable (AP) Monthly Physician Payments* Monthly physician payments for incorporated physicians and non-incorporated physicians (T4A).  Payments for processing are received from Faculty of Health Sciences departments only. Processed five (5) calendar days prior to last pay cycle of month, provided completed spreadsheets are received by AP seven (7) calendar days prior to last pay cycle
Accounts Payable (AP) Rent* Upon receipt of the completed Lease Payment Form, AP will enter the vouchers to be paid (i.e. monthly, quarterly or annually). Within five (5) business days
Accounts Payable (AP) Utility Invoice Processing* Invoice will be processed for payment.  Departments are responsible for ensuring that the necessary approvals on the vouchers are obtained to ensure payment to supplier is made based on supplier’s payment term on file. Within five (5) business days
Accounts Payable (AP) Voucher Uploads* Upon receipt of the completed Voucher Spreadsheet template, AP will upload into PeopleSoft to pay either on the next pay cycle or on the payment term. Within five (5) business days
acQuire Acknowledgement of message sent to acquire@queensu.ca If possible, will answer inquiry or note a time when inquiry will be answered, if item needs to be investigated further. Within two (2) business days
acQuire Acknowledgement of message sent to aq.supplier@queensu.ca If possible, will answer inquiry or note a time when inquiry will be answered, if item needs to be investigated further. Within two (2) business days
acQuire Acknowledgement of message sent to purchaseorders@queensu.ca

If possible, will answer inquiry or note a time when inquiry will be answered, if item needs to be investigated further.

Within two (2) business days
acQuire acQuire Access/Support Help Form* Access/Support request will be actioned.  Departments are responsible for ensuring that the necessary approvals and any applicable training requirements for the request are provided/completed to ensure efficient servicing of the request from acQuire team. Within two (2) business days
acQuire Signing Authority Non-Research Including acQuire Form Requests* Signing Authority request will be actioned. Within five (5) business days
acQuire PO Change Order Request Forms* PO Change Order Request Form will be reviewed. Forms are subject to multiple levels of approval workflow, service level expectations are for each level of workflow. Within three (3) business days
acQuire Supplier Addition Requests – Add New Supplier Request Form*

Review of request. Requests are subject to multiple levels of approval workflow, service level expectations are for each level of workflow.

Within two (2) business days
acQuire Supplier Addition Requests – Payment Request Form, Honorarium Payment Form, Research Fund Transfer Form, Research Payment Form* Review of request. Within three (3) business days
acQuire Supplier Modification Requests - Modify Existing Supplier Form* Review of request. Within two (2) business days
acQuire Supplier Modification Requests – Payment Request Form, Honorarium Payment Form, Research Fund Transfer Form, Research Payment Form* Review of request Within three (3) business days
acQuire Supplier Management Registrations (Post Registration Submission)*

Review of registration. Registrations are subject to multiple levels of approval workflow, service level expectations are for each level of workflow.

Within two (2) business days
acQuire Supplier Management Registration Updates (Post Registration Update Submission)* Review of registration update. Registration updates are subject to multiple levels of approval workflow, service level expectations are for each level of workflow. Within two (2) business days
acQuire SPS Catalogue/Non-Catalogue Purchase Requisition Review* Review of Requisition. Requisitions are subject to multiple levels of approval workflow, service level expectations are for each level of workflow Within two (2) business days
acQuire SPS Payment Request Requisition Review* Review of Requisition. Within two (2) business days
Credit Card Program – New credit card requests Procurement Management Approval Review of card application to ensure it is compliant to policy. Within two (2) business days
Credit Card Program – New credit card requests Entering application into Scotiabank’s request system Enter approved application into CentreSuite.  Note: receipt of card from Scotiabank/VISA can take up to fifteen (15) business days from entry of application. Within three (3) business days
Credit Card Program – New credit card requests Appointment setup in cardholder’s calendar for card pickup Appointment setup for training and credit card pickup – calendar invite to be sent from creditcards@queensu.ca. Within two (2) business days of receipt of card
Credit Card Program – Credit card change request Complete the action requested Complete approved change request in the CentreSuite system, notifying cardholder of change being completed. Within two (2) business days
Credit Card Program Email acknowledgement of message sent to creditcards@queensu.ca Response to be sent to sender acknowledging receipt of email.  If possible, will answer inquiry or note a time when inquiry will be answered, if item needs to be investigated further. Within two (2) business days

If you have any questions or concerns regarding posted service levels, please contact:

Nicole Fowler
Manager, Senior Procurement, acQuire & Accounts Payable
Email: nicole.fowler@queensu.ca | ext. 32209

 

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