1. Volunteering Systems & Processes
Expenses walk through

2. Volunteer Expenses
Request
Expense
Account
Request
Expense
Account
Create
Expense
Create
Expense ApprovalsApprovals Submit
Receipts
Submit
Receipts
Reimburse
Expense
Reimburse
Expense
FSC
Process
FSC
Process
As far as possible, the system will replicate the features
within Staff Expenses.

3. Volunteer Expenses - overview
.
Key Stakeholders Volunteers, Volunteer managers, Budget Holders, VCI Consultants, FSC, VCI Whole Trust, S&P
programme team
Current Process This process includes all activities related to volunteer expenses across National Trust sites - including
processes from creating expense accounts, submitting, authorising and tracking claims and
reimbursement
Current Challenges • Operational efficiency – duplication and amount of time taken to process paper claims at properties;
• 20% of claims rejected by FSC due to errors on forms; paper claims lost in the mail – leading to
volunteer frustrations;
• Inconsistency of volunteer experience – different rates and application of rules such as use of petty
cash (no way to trace / audit this)
Systems and
Processes
Programme
deliverables
• System – ability for volunteers to create expense accounts and submit claims online (similar to staff e-
expenses)
• System – ability for volunteer managers to authorise claims, track and report on volunteer expenses
• System – support communications to both volunteers and volunteer managers to help track claims and
thank them for support
• Guidance – revised instruction and guidance to reflect new online process (roles and responsibilities
and timescales) and support consistency in use of petty cash
• Guidance – new guidance to support volunteers in terms of steps and rules – including use of ‘receipts’
envelope (tbc whether this is separate from guidance for vol managers)
• Forms / templates – new receipts envelope. Away from receipts all paper process and forms to stop.
Volunteer Managers to be able to submit claims for those volunteers not online
Benefits through
systems and
processes
programme
• Timeliness of payments to volunteer bank accounts (to bring in line with staff process)
• 1 FTE saving in FSC
• Improve operational efficiency – taking workload away from volunteer managers by volunteers self
service
Pre system
implementation
(Dependencies)
• Clarity on roles and responsibilities re. approving claims – in line with new process
• New guidance for volunteers and volunteer managers + receipts envelope
• FSC understanding and training

4. Expenses System Out of Scope
• Expenses as ‘Gift Aid’
• Scheduling – association but not dependency
• e-Scanning of receipts
• FSC internal processes
• Other than are impacted by solution

5. Expenses Workshop Feedback
• Very clear feedback supporting Programme aims
• e-Solution
• One stop shop
• Volunteers own their Expenses
• Simple, seamless
• Reduce errors and duplication
• Remove paper
• Clear rules and improved guidelines
• What is our Expense spend?
• Analysis of decisions e.g. fuel rate changes
We’ve had some big questions….that we’ve managed to
address

6. Volunteer Expenses
Online / core process
Note: the following slides aim to reflect the process flow and
Volunteer experience. The system and role names are undefined,
screens shown are not wireframes.

7. High level process: Online Volunteer Expense Account Request
FSC create
Expense Account
on APTOS
Volunteer submits
request
Volunteer wishes
to claim Expenses
incurred
Volunteer creates expense account
request :
Bank details, email, confirm personal
details
The Volunteer
must be ‘active’
No management
intervention/
approval required
Daily data file
from database

8. Volunteer accesses the Volunteer portal through a
secure login
class Expenses
NT Volunteering Portal
Welcome to the NT Volunteering Portal, select the tab you want to begin your volunteer journey
I want to
volunteer
Places Expenses

9. The Volunteer must create an Expense Account before
submitting any Expense claims.
class Expenses
Volunteer Expenses
Hi Charlie, before you can claim an Expense, you will need to create an Expense Account. Click on the
link below to follow the easy step by step guide.
Create my
Expense
Account

10. Expense Account: Volunteer data from the BBCRM pre-
populates some fields
class Expenses Walkthru
Expense Account - about me
Volunt eer ID
Volunt eer Nam e
Pr im ar y Locat ion/ Manager
Em ail addr ess
Accept T& Cs
123456
Charlie Watts
Heelis/ Andy
Parker
A
Pr e- populat ed infor m at ion about t he volunt eer
- r educe er r or s in key dat a.
The Volunt eer has t he abilit y t o change som e of
t he dat a.
charlie.watts@web.com
A
X

11. The Volunteer adds in additional information such as
bank details
A volunteer can manage their bank and email details
within their Expense Account. This information is used
by APTOS to reimburse expenses
class Expenses Walkthru
Additional information
Before you can create your Expense Account we need some additional information about you.
Bank Account Num ber
Bank Account Nam e
Sor t Code
36478238723 A
Submit My
Expenses
Account
Tim e per iod (TBD) bet w een
subm it t ing expense account
r equest an d being able t o subm it
a claim
Charlie Watts
A
« artifact»
10- 11- 44

12. Expense Account Process
• Every Volunteer will need to submit an Expense Account
request before submitting an Expense Claim
• File of Expense Account requests  APTOS
• APTOS uses the ‘Volunteer ID’ created in Volunteer database
as the Expense Account Number
• This ID will always appear on the interface and associated
documents when a Volunteer is managing their Expenses
• Time period (TBD) window required before an expense claim
can be created – allows FSC to receive and create the
corresponding expense account on APTOS (for payment)

13. High level process: Online Volunteer Expense Claim
Volunteer submits
claim for approval
The Expense Account request has
been processed.
The volunteer has incurred
expenses
Volunteer creates claim: dates, expense
types, journey details etc.
Volunteer may edit
claim
Approver approves or
rejects claim
FSC authorises claim
for payment
Volunteer posts
receipts to FSC
FSC receives receipts
envelope
File of authorised
claims to APTOS
APTOS reimburses
expense amount to
Volunteer bank
Volunteer receives e-
remittance advice
Claims
remain
open
Ability to
copy
Approver is
notified
File of data
from vol
database
Aim:
process
claim in 48
hours

14. After the Expense Account has been created on APTOS, the
Volunteer can create an Expense claim.
Claim summary, expense line items.
Ability to create, edit and delete, and submit for approval.
class Expenses Walkthru
Create an Expense Claim.
Welcom e back Char lie, please com plet e t he infor m at ion below t o subm it your expense
Select dat e fr om :t o
Jour ney Fr om / To
12/03/2013
Post code
Expense Type - select a t ype you w ant t o
claim for
Tr avel - fuel Mileage
Tr avel - bus/ t r ain
Subsist ence
Receipt s Included?
Abilit y t o select
m ult iple expense
t ypes for an expense
occur r ence eg
subsist ence and fuel
for one day
Submit for
Approval
A
Remember!
Use t he gr een pr e- pr int ed r eceipt s
envelope. Expense claim s cannot be paid
back unless you post t his infor m at ion t o
us
Volunteer ID: 123456
« artifact»
Y or N

15. Upon submission, the Approver receives an email notification.
They can approve, reject and amend the claim eg budget code to
a different dept.
class Expenses
Email NotificationEmail Notification
To: Andy Parker
From: Volunteer Expenses
Subject: Expenses Requiring Your Action
Hi Andy,
you have 3 Expense Claims that require your action, please login to the
Volunteering Portal at the url below to complete these items:
https:volunteeringportal.com
From
Volunteering Portal
The Approver/Volunteer manager is able to submit Expense Claims
on behalf of others

16. APTOS will send payment notification
class Expenses
Email NotificationEmail Notification
To: Charlie Watts
From: APTOS
Subject: Successful Payment of Your Recent
Expenses
Hi Charlie,
your payment for Expense claim number 4847376
has been authorised for payment via BACS which
you will receive into your bank account over the
next 48 hours.
From
APTOS
The status will not be
updated in Volunteer
Expenses
Remittance by email not paper

17. FSC Processes
• The FSC receive the Volunteer Expense envelope – this is the
trigger for payment
– Receipts and VAT Receipts
– Different colour envelope
– Audit
• The FSC access the Volunteer system and match the Expense
envelope details with the Volunteer system
• They can view and amend claims
• They can authorise payment within the Volunteer System –
only if the Expense Envelope has been received
• Authorised Expense claims are then uploaded to APTOS for
payment

18. Summary of Key Changes
Current Capability To-Be Capability
Paper account requests/claims/ remittance
advice
e-Solution, e-Remittance from APTOS
Dependence on “Admin” throughout Self-serve – manage Expense Account,
Expense Claims, visibility of claim status
Manual input: APTOS/Expense Account ID/
VMS
Batch updates, system generated Volunteer
ID, VMS decommissioned
Potential for data security issues: paper
copies kept, forms missing etc.
Secure, on-line solution
Data and Reporting: limited and varied Data and Reporting throughout NT hierarchy,
ability to assess impact of rate changes
Duplication: error-prone process  checking
throughout
Remove duplication, error-proof solution and
add quality steps. Eg approval checks, budget
codes from APTOS, drop down selection
FSC check each claim Audit X claims (TBC)
No enforced claim period Claims must be submitted within 3 months
Reimbursement ~5weeks Reimbursement within 48 hours of envelope
at FSC