In December 2024, the University of Utah’s contract with JP Morgan as the institution’s card provider expired. This chapter ending offered Financial Services leadership an opportunity not just move the U to a different bank, but to reimagine the PCard process as a whole.
It was a change that would impact every corner of campus, from buying paper clips to covering business meals to paying for materials for coursework.
It was – to say the least – a massive undertaking.
The transition began with FS conducting a solicitation for a new bank provider through a Request for Proposal (RFP). Each provider was evaluated and scored based on the requirements and criteria of the RFP; US Bank secured the highest score and was determined to be the best value for the university.
At the same time, FS leadership determined the old PCard software should be retired due to the required extensive maintenance that was outside of University Information Technology’s (UIT) scope. After careful consideration and another RFP procurement process, Concur was selected for the new PCard system.
Director of Travel and Payment Services Perry Hull, who oversees the PCard department, realized early on just how far-reaching the PCard overhaul would be.
“PCard processes are used by thousands on campus each day, with total spend exceeding $70 million each year,” said Hull. “This program is critical in supporting the university mission, as well as the many stakeholders who are involved. We were also changing two things at once – something you always try to avoid – as we changed card services providers and the software to allocate expenses.”
The concurrent changes faced an additional challenge: a tight timeline for completion.
“We knew that once we started, there was no opportunity to change course,” said Hull. “We had to see it through to the end.”
The responsibility to steer the project and implement these new programs fell to the PCard team, specifically to the new PCard Manager Jadee Hill.
“Coming into a new position during such a big project was definitely a daunting task. Fortunately, I had a good team to support me,” Hill said. “The PCard staff are some of the most knowledgeable and patient people on this campus and they helped me get up to speed quickly.”
She added, “Financial Services also has a strong group of technical wizards and experienced, long-time university employees that were able to counsel me toward good decisions. The transition plainly would not have been possible without all the contributors that helped along the way. It takes a village to raise a system like Concur.”
As the project began to pick up steam, the team had to figure out the most effective way to communicate with the more than 2,500 cardholders on campus. Not only did they have to let users know they would be receiving a new card, they also had to figure out the best way to train those users how to operate in a brand-new reconciliation system.
Enter the PCard pilot group.
Convening a group of pilot testers – 170 in all – was critical to ensure a smooth rollout to campus when the time came. These users received their cards in November 2024 and were trained in the Concur system.
Their collaboration, attention to detail and honest reactions were crucial in creating a stronger system.
“Because of the feedback they received, our team was able to identify a bug in the system and create a patch that would have otherwise routed hundreds of reports to the wrong approvers,” said Hill. “They helped flag an oversight in the way the program was set up that would have prevented catering orders from across campus.”
The PCard team also used comments from the pilot group to create a streamlined process for cardholders across campus to receive their new cards, while ensuring minimal disruptions to their day-to-day operations.
“The pilot group was so essential to this project,” said Hill. “They helped prevent countless headaches, breakdowns, moment of anxiety and fits of confusion for our team as we learned the most effective ways to communicate with campus about this complex, layered transition.”
The PCard team is beginning to see how the process works, in real time, on a large scale. Through it all, they learned lessons that they plan to integrate into their work moving forward.
“I’ll tell you one thing: I’m personally hoping to never change banks or reconciliation software again. But if we do, we’ll be prepared. We learned a great deal throughout this transition and will incorporate those lessons into future transitions,” Hill said. “I’d like to thank campus for their patience and active feedback during this time. Change is always difficult, but good things come out of difficult conversations and a great deal of good things came out of this project.”
“This was truly a team effort, including many individuals both inside and external to the university,” said Hull. “This includes Jadee and the PCard team, other members of Financial Services, UIT and great support from US Bank, our new card services provider. Everyone worked together to deliver a successful migration and I just have to say great job to everyone!”
At the present time, all US Bank cards have successfully made it into the wallets of users on campus or are available for pickup in the Financial Services office.
To learn more about PCard, including how to access trainings, please visit their website.
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