UCPath Update and Support Changes

Dear Members of the UCSF Community,

Effective Monday, October 5, UCPath support for UCSF departments and employees will transition from The Bridge Center back to familiar human resources, benefits, payroll, and IT channels. The Bridge Center was established as a temporary support resource for UCSF during our initial transition to UCPath. The UCSF teams that have supported you since implementation will continue to provide you with support for UCPath as we move beyond The Bridge Center. 

What this means for you

The UCPath Get Help web page will be updated on October 5 to reflect primary contacts by service and current contact methods. Beginning on October 5, you should consult the updated list and directly contact the team that can best address your need.

Starting on October 5, new human resources and benefits questions and issues will be managed in PeopleConnect while new payroll, HBS, and funding issues will continue to be managed using ServiceNow. You will continue to use ServiceNow to track the progress and resolution of all open issues reported to The Bridge Center prior to October 5.

Current status, lessons learned and plans for improvement

UCPath was implemented at UCSF on June 1, 2020. Since then, over 188,000 paychecks have been processed. Of the 17,500 ServiceNow tickets created, 94% have been resolved. While there have been unanticipated bumps in the road to UCPath, most transition issues have been resolved. 

The UCPath Center in Riverside provides primary support directly to employees systemwide on many topics including health and welfare benefits, employment verification, leave benefit premium deductions and credits, and reissued paychecks. UCPath Center staff are working overtime to address a backlog of open cases that have delayed response times for employees and departments. It will take some time as additional staff cannot be hired due to their pandemic hiring freeze. 

We continue to learn how to best work with the UCPath Center in Riverside, and how UCPath processes impact UCSF practices. UCSF no longer has complete control over the processing of human resources and payroll transactions, and we must work closely with the UCPath Center to address issues within system-wide policies and practices. This has often resulted in longer transaction times, and our previous ability to make exceptions and process last minute changes has been eliminated. 

UCSF human resources and payroll teams are investigating ways to anticipate issues and improve services. As no one can anticipate every possible problem, UCSF central staff will continue to work closely with individuals and departments to resolve issues pertaining to specific situations. Ongoing weekly meetings with the UCPath Center will help surface, prioritize and resolve issues. We ask for your patience as we all work together to smooth the road; we will continue to advocate for UCSF’s needs and our experiences will continue to improve. 

If you have questions, please contact your manager or [email protected]


Paul Jenny
Senior Vice Chancellor
Finance and Administration