UMass Amherst Procurement Transition 

Updated 7-1-2020: This site is gradually being de-commissioned. The UMass Amherst Procurement Department has transitioned to the Unified Procurement Services Team (UPST) in the UMass President’s Office. Learn more about the Shared Services Project.

Visit the UPST website. Email upst [at] umassp.edu for help. Call the UPST Customer Service Team at 774-545-UPST (8778) to request assistance. 

Home

UPST Website is now Live: The website contains important and useful information for UMass staff that work with procurement and accounts payable.  The site includes information about the UPST (including a staff directory), various forms, policies and procedures.  Most notably the website includes new online forms to request UPST assistance, request a new supplier (vendor), and request to work on a project with the strategic sourcing team.

Please note that the site is not yet fully optimized for all devices (best viewed on a desktop/laptop** or iPad).  Over the next several weeks, we will continue to work on optimizing the site for all devices. (From the UPST Team dated 1/6/2020)

UPST News

Unified Procurement Service Team

Why is the UPST using a case management process?

The UPST provides a variety of procurement and accounts payable services to all campuses.  In order to provide high quality customer service, a case management process is key.  The information collected during the case management process helps us understand what campuses need and helps identify areas where process improvement is needed.  

How do you request assistance?

There are several ways to request assistance: 

  1. The best way is to submit a request through the UPST website.  Complete the Request Assistance form which provides the information we need to understand your request.

  2. Send an email to upst [at] umassp.edu.  When you send an email make sure the email subject describes the request and the body of the email provides detail

  3. Call the UPST Customer Service Team at 774-545-UPST (8778).  A Customer Service Associate will take your information and create a case on your behalf.

What happens when a case is created?

Regardless of how you request assistance, you can expect the following:

  1. Case Creation:  A case is created and case number assigned.  An automated email is sent to the requester with the case number.  

  2. UPST Customer Service Team Review:  The UPST Customer Service Team reviews each case to ensure the information is sufficient to fulfill the request.  The Team may reach out to get further clarification or details.  If the case is urgent, the Customer Service Team will review within the same day.

  3. Assign Case Ownership:  The Customer Service Team can handle many cases themselves.  When they can't, they will assign the case to the appropriate UPST Team. An automated email is sent back to the requester.

  4. Case Management:  A member of the UPST will work with you to resolve the case.  This process varies significantly by the type of request.  

  5. Case Resolution:  When the case is resolved, the UPST staff provides a resolution and an email is sent back to the requester.

How long does it take for a case to be resolved?

The time required to resolve a case depends on a number of factors:

  1. Quality of information received:  The more detailed the information included in the request, the easier it is for the UPST to work to resolve the case.  

  2. Type of request:  Some requests are for information and can be resolved right away.  Other requests can take days or even weeks depending on the complexity of the situation. 

  3. Volume of cases coming into UPST:  There are peak times of year which impact the time frame associated with resolving a case.  Peak times will typically be at the beginning and end of the fiscal and calendar years and the beginning and end of semesters.  

Starting in FY 2021, we expect to be able to provide estimated case resolution time frames by request type.

How do you check the status of the case?

In the short term, you can check on the status of the case by either replying to the original case email with a question about the status or calling the UPST Customer Service Team.  We are working on adding case self-service feature to the UPST website which will enable customers to view the status of their cases.

We will continue to improve and refine the services provided by the UPST throughout the go-live period (January through June 2020). 

CONTACT

UMass Amherst Procurement has transitioned to the Unified Procurement Services Team (UPST) in the UMass President’s Office.

Visit the UPST website for more information. Email upst [at] umassp.edu for procurement help.

To cancel or close a Purchase Order, contact upst [at] umassp.edu or browse the UPST Staff Directory.