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1 Project Document Cover Sheet Before completing this template please note: This template is for completion by JISC funded project managers Text in italics is explanatory and should be deleted in completed documents. Please check with your programme manager before completing this form whether they would like to use a specially adapted template specific to your project. Please see Project Management Guidelines for information about assigning version numbers. Project Acronym Project Title Project FulCRM Based on Project Information Start Date March 2011 End Date August 2012 Lead Institution Project Director Project Manager & contact details Roehampton University Mike Hall John King for Roehampton University j.king@roehampton.ac.uk Partner Institutions Project Web URL Programme Name (and number) Programme Manager JISC Grant Funding 13/10 JISC Relationship Management Programme Myles Danson Document Name Document Title Project FulCRM Project Plan Reporting Period April 2011 to September 2012 Author(s) & project role John King Date 28 February 2011 Filename URL Access Project and JISC internal General dissemination Document History Version Date Comments February 2011 Page 1 of 15 Document title: JISC Project Plan Last updated: April 2007

2 JISC Project Plan Overview of Project 1. Background Roehampton University has had extensive experience of the design and implementation of Customer Relationship Management Systems. In 2003 the University commenced a partnership with the supplier, UNIT4, (then Distinction Systems and subsequently Agresso) for the design and development of an Enquiries Management System using Siebel to integrate with the Student Records Systems, QL Student. These developments lead into the transfer of Seibel functionality into Microsoft CRM with which the University has worked ever since, developing and implementing modules for Enquiries Management, Alumni Development, Disabilities Management, Open Days, Event Management, Employer Engagement and Business Relationship Development, exploiting the rich functionality of one single product to achieve this. Roehampton University has become one of the leading exponents of the use of Customer Relationship Management in Higher Education and has, over the last few years, worked to disseminate experiences at seminars and conferences within the sector. The effectiveness of the University s use of MS CRM is demonstrated by some clear indicators of success including cancellation of Clearing on 2 out of the last 3 year and a strong thread of loyalty from students returning to post graduate study. The University already has, therefore, considerable experience in Relationship Management. Diversification of student populations due to widening participation poses particular challenges for Higher Education Institutions seeking to adapt to these changes at the same time as providing high quality interactions and student care. HE Student Records Systems typically capture data required to meet the needs of Departments or Services. (e.g. Finance, Registry, Library). However, there is little data which is collected consistently which provides holistic and contextual information by student, to facilitate coherent and strategic service delivery across the institution. This project will assemble a range of indicators available at the level of the individual student which will give guidance on the progress of the individual. There is a range of data now available within the University which will allow this picture to be built up and developed. The Information Architecture of the University has been significantly changed by the implementation of an Enterprise Architecture (EA) approach to data definition and management. This initiative has brought a number of issues to the fore including the ownership of data and the responsibility for its accuracy and timeliness in the context of the University wide strategic planning and operational information. Under the same initiative the University has introduced Service Oriented Architecture (SOA) as a strategic way forward in the management of data flows and workflows between the major information systems. It has worked to replace existing point to point integrations between systems, where appropriate and as opportunities have allowed, with web services which are reusable and standardised. As a result the University has moved to a different and higher level of information availability and integration. Page 2 of 15

3 In the last 3 years, this EA / SOA approach has brought consistency in project implementation, formal modelling of business processes, conformity to data principles and standards, and whole new levels of functionality in the integration, based on SOA principles, of the major administrative computer systems. Although the activity is developing and ongoing, the EA / SOA initiative has provided new levels of accuracy and responsiveness in the information base of the University. 2. Aims and Objectives Roehampton University s extensive use of CRM has previously focussed on operational issues such as student recruitment, disability data management, alumni development and employer engagement. This project will take newly available data from an attendance monitoring system derived from finger tip scanning and will augment it with other data from, for example, Library turnstiles, Moodle activity, in-year assessment and fee payment systems, and will use this data to build predictive capability in relation to student progression, retention and non-completion. The predictive capability will be based on desk based and focus group research into the value of the indicators in the risk database. The predictive capability will be assessed through the use of the data in generating satisfactory interactions with students. The Project will investigate the potential offered by Student Lifecycle Relationship Management in conjunction with social networking opportunities offered by web2.0 to suggest appropriate interventions aimed at increasing retention and lowering non-completion. The University already uses traditional methods of communication with students such as texts, s and meetings. This project, importantly, will explore the value and potential of Moodle, social networking sites and web2.0 as a means of reaching, engaging and communicating with students, not only those whose progress is cause for concern. Using the outcomes of the substantive research, the University will develop a visualisation based module, using industry standard software and Web Services which will plug into the student and staff facing web environments. This module will be made freely available to other interested Institutions. 3. Overall Approach Identified by the JISC as an area requiring attention (Bailey 2010), this project will develop and pilot a new Student Lifecycle Relationship Management (SLRM) system. The proposed system will aggregate normally disparate data sources held by HE institutions to create a student focussed Business Intelligence system. This data will enhance knowledge of a learner s progress through their course and target responses to learners based on the nature of this progress. Key indices pertaining to learner progression, retention and non-completion, derived from institutional data sources and lessons learned from the wider literature will be linked in this system to provide a platform for timely and appropriate interventions. The University will develop the analytical engine and visualisation feedback module, make it available in the cloud and drive it through previously tested data from the CRM risk database within the University. The system will develop a student dashboard and offers opportunities for staff to seek new ways of communicating, supporting and helping. The deployment of the system through the cloud environment offers the opportunity for easy replication and implementation in other HE Institutions, exemplifying the concept of Software as a Services (SaaS). As such, the trialling and evaluation of this software not only advances the Page 3 of 15

4 development of predictive and modelling capability but dovetails with the Flexible Service Delivery and Shared Services Programmes within the JISC. The new Departmental structure of the University facilitates the collection of data on attendance, through fingertip recognition, on mitigating circumstances, deferrals, extensions and late submission. There is a plagiarism monitoring system and some Departments already have a Performance Profile System for Students, operating at a local level. Importantly, it will make possible research into the significance of the data as indicators of student well-being. The project will include a review of key literature sources and case studies with students and recent leavers to establish whether there are some local and contextual issues which need to be included as features of the system. Student evaluation of the approach will be obtained through the development and use of student Focus Groups which will review the concept as well as provide reaction to the relevance of potential, testable, indicators. Monitoring the progress of individuals through the equivalent of a business intelligence system for students will be brought full circle in the project in the context of an SLRM which explores the contribution to be made by social networking, by the VLE (Moodle) and other sites such as Facebook. Much social networking relies on registration, the individual confirming the desire to be part of the social group. The project will explore student attitudes to this kind of inclusion through its student Focus Groups and surveys. The information and systems architecture for the project will be built using existing expertise within the University in Enterprise Architecture (EA) and Service Oriented Architecture (SOA) principles to ensure that data and outputs are to specific industry standards so that the concepts will work in different environments and be operable across different systems. As part of previous work on EA and SOA the University Business Analysis Team has become skilled in the use of the modelling language, Archimate, for developing and implementing business process improvements. This team will be involved in the development of business models to ensure the implementation, ongoing operation and replication of quality processes to exploit the information availability for the benefit of the students relationship with the University. The University has already been involved in the development and exposure of its business models in Archimate with other Universities involved with the EA Practice Group, the EA Foundation Programme and the JISC sponsored Flexible Service Delivery Programme. Reference : Bailey, P (2010), A study on the progression and retention activities of members of the Progression and Retention Co-ordination Group, JISC, ( The project is a pilot and will be deemed a success if : A system is in place which presents integrated student focused data Research is available which offers assessment of the relevance of indicators of student wellbeing and provides the foundations for the development of a visualisation system. The issues surrounding the relevance of web2.0 in this context are explored through the research The issues of developing the system are fully disseminated Documentation and blogs exists which assists in replication on other sites Page 4 of 15

5 Ultimate success in the project relates, not to the technology or systems involved but to a real and visible improvement in the relationship between the University and its students in a supportive and pastoral sense. The final workpackage of the project will seek to develop a case study directed at these particular issues. 4. Project Outputs The project will :- produce a student risk or business intelligence system which will begin to present information, to staff and students, relevant at the individual student level in the context of progression, retention and non-completion information explore the relevance of web2.0 to the building and maintenance of relationships with students. produce research into the relevance of information in a predictive context for individuals and student activity on the campus generally. deliver communications on progress and will draw on the University s extensive experience of working with the JISC CETIS 5. Project Outcomes This new information source will support the University in a number of ways specific to individual students and to the student body as a whole. The system will :- Trigger timely interventions from the early identification of failing students through joined up data from inter alia, registry, library, e-learning, financial, accommodation systems and the implementation of the early warning system. Evaluate data indicators in terms of identifying trends and anticipating needs. For example the extent to which attendance monitoring data from finger tip scanning, Library turnstile data, linked to more standard student record data will assist in the identification of students who may be at risk of dropping-out to make appropriate and timely interventions to improve student retention. Evaluate the contribution which can be made to interventions by the use of interactive software This intelligent use of data from disparate sources is key to developing business intelligence which has relevance and adds tangible value to common priorities within Student Lifecycle Relationship Management. 6. Stakeholder Analysis Stakeholder Interest / stake Importance JISC Relevance and applicability to FSD, supporting High learners technical and shared services Funder New methods of integration New pathways into HE Project Implementation Board - Roehampton University Acceptable Project Governance Operational Implementation if appropriate Change management Better way of supporting students Strategic value Meeting KPI s High Page 5 of 15

6 Supplier Becta / HEA / HEFCE / UCAS Students / Staff of the University HE non-members of FSD Service Delivery Members of FSD - IT HE non-members of FSD - IT Quality of learner records Commercial Impact on UK HE Sector Making it a success Research opportunities Operational Implementation Meeting KPI s Effectiveness of new pathways into HE Supporting Learners Fair access Quality of learner records Widening participation Relevance of information Accuracy Security Impact Means of contact Acceptability of module / way of working Proving operational value Operational Implementation Change management Meeting KPI s Proving supportability New methods of integration Proving operational value Effective methodology / deployment capability, sustainability Proving supportability New methods of integration Proving operational value Effective methodology / deployment capability, sustainability High High High High Medium Medium 7. Risk Analysis Risk Organisational Costs exceed budget Staffing Staff not available to undertake project work. Organisational Project slippage Technical Technical constraints re RU development and deployment of the visualisation module Technical issues in relation to system architecture Organisational The system produced does not meet business need of the Mitigation Days required have been estimated and agreed. There is some degree of flexibility arising from internal resourcing. Costs on the project reported monthly to the PIB. Potential project staff are presently in post and will be made available to undertake project work. Funding received will be used to provide additional technical resource at key points in the project. In addition where required other business analyst and programming staff can be brought in to cover or supplement the project staff. A detailed project plan will be developed at the beginning of the project. The project manager will monitor progress which will be tracked at the monthly meeting of the PIB. University staff experience with Cloud deployment through cumulus and other developments Industry Standards used Ubiquity of SQL server database Moodle as a market leader Objectives in relation to non-completion, retention are clearly stated targets of the project Page 6 of 15

7 University Organisational Pace of change in sources of data and Project requirements differ Organisational Acceptability to staff and students Staffing Retaining staff for the period of the project Organisational Project slippage The project is a pilot project The project is part of an ongoing CRM project which has the full backing of the University Senate. Project activities are tied into this wider plan. The project will be managed through the existing PIB and appropriate Working Groups. The project is, to a degree, a proof of concept Work on Stakeholder involvement is an integral part of the project through the Dept of Psychology. Documentation and version control Regular internal review meetings Involvement of teams as well as individuals Support and visibility of senior management commitment Project Plan will be developed Establishment of Milestones to assess progress Project management for the whole project throughthe existing University Project Implementation Board 6 weekly project board meetings 8. Standards The project will use My_sequel and SQL server database technology. Integration will be carried out with Moodle, which itself uses My_sequel. MS SQL Reporting Services will be used in data extraction. 9. Technical Development 10.Intellectual Property Rights The ownership of any Background IP is unchanged by this agreement. All Foreground IP rights in any work done by the project team members in performance of the services will belong to and be the absolute property of the University. Roehampton University grants the JISC an irrevocable, royalty free, worldwide licence to use foreground IP for their own commercial purposes. Project Resources 11. Project Partners The Project is comprised of the following partners. The University of Roehampton, Lead Partner, Main Contact : Mr Christopher Cobb The JISC, part funder, Main Contact : Mr Myles Danson 12. Project Management The project will be managed according to the Prince 2 framework. The Project Board will consist of experienced managers from within the University. Project Executive: Page 7 of 15 Christopher Cobb

8 Project Manager: Key Project Members: John King Dr Marcia Worrell Dr Tony Evans Ms Emma Flight Ms Sarah Hall Mr. Phil Cheeseman The Project Board will meet at 6 weekly intervals during the lifetime of the project. The Project Board will report to the appropriate (next) meeting of the University s Project Coordination Group chaired at Pro Vice-Chancellor level. The Project Coordination Group meets monthly to apply Prince2 and Enterprise Architecture governance to the existing I.T. related projects within the University and reports directly to Senate through the PVC. The project will be supported by a part time Project Manager who is currently working on other JISC funded projects within Roehampton University. The project Manager will spend FTE on the project over its lifetime. 13. Programme Support 14. Budget See Appendix A Detailed Project Planning 15. Workpackages See Appendix B 16. Evaluation Plan Timing Risk database and visualisation module (TLM) At commencement At Board meetings as appropriate Factor to Evaluate Accurate reflection of known situation Agreement of staff Agreement of Students Levels of nonprogression / retention / completion Levels of nonprogression / retention / completion Questions to Address Does the data and TLM assessment reflect what is known about the student. Does the student agree? What effect has the project had on the statistics? What effect has the project had on the statistics? Method(s) Study Groups, surveys Statistical comparison Statistical comparison Measure of Success High levels of correlation Staff and student agreement on values Improvement in the statistics reflecting better retention, completion and progression. Improvement in the statistics reflecting better retention, completion and progression. 17. Quality Plan Output Page 8 of 15

9 Timing At Data preparation At Data Extraction and Visualisation Assessment Relationship building Research Quality criteria Accuracy of the integrated data Accurate reflection of known situation Agreement of staff Agreement of Student QA method(s) Comparison with SRS / Curriculum Does the CS assessment reflect what is known about the student. Does the student agree? Evidence of compliance High levels of correlation numbers and data values High levels of correlation Staff and student agreement on values through Focus Groups and Surveys Quality responsibilities Project Board Project Board Quality tools (if applicable) 18. Dissemination Plan Timing Dissemination Activity Audience Purpose Key Message Throughout project Information on external website General Inform, Interest, invite comment Provide updates on project Work Area and general progress Periodic Throughout project Throughout project End of Project During / End of Project Duration of Project Participation in conference calls, meetings, programmed events JISC / Open Group / UCISA Work with JISC CETIS support, synthesis and benefits realisation team Contribution to JISC websites as per project plan Hosting learning opportunities / seminars on site Work with JISC CETIS as agreed to provide case study material Open Group / JISC / professionals in HE General Other HE Jisc Community / Open Group / HE community / other potential users Share findings / approaches / impart and intake experience Contribute at a clustering level to give greater relevance Inform, Interest, invite comment Dissemination of experience Evaluate approach / demonstrate achievements / outcomes Product Showcases University staff Updating, understanding, being available to receive comment Providing learning opportunities / learning from others. Effectiveness of approach Contribution to clustered groups Work Area and general progress What is useful Usefulness of approach / techniques / analysis Impact of approach Page 9 of 15

10 19. Exit and Sustainability Plans Project Outputs Action for Take-up & Embedding Action for Exit Project documentation Maintain on External Project Website Lodged in the public domain through the JISC Ensure maintenance of external website Project code Documentation Possible Training of staff Staff skills Continuity of approach for systems and business development Documentation Embedded approach Baselining, dissemination materials, reports, other documentation Changed institutional practices Documents available through websites Embedding project knowledge within institutions, internal dissemination Through JISC and maintained institutional websites Embedding within institution, institutional documentation Project Outputs Why Sustainable Scenarios for Taking Forward Student Business Justified by results System development / Intelligence System devolvement within institution New methods of supporting students Justified by results Development from pilot project to institution implementation Issues to Address Appendixes Appendix A. Project Budget Directly Incurred Staff August 10 July 11 August 11 July 12 TOTAL Researcher 0.53 FTE 10, , , Data Inputter 0.36 FTE 4, , , Total Directly Incurred Staff (A) 14, , , Non-Staff August 10 July 11 August 11 July 12 TOTAL Travel and expenses Hardware/software Dissemination Evaluation Other Total Directly Incurred Non-Staff (B) ,000 Directly Incurred Total (C) 14, , , Page 10 of 15

11 (A+B=C) Directly Allocated August 10 July 11 August 11 July 12 TOTAL Staff 17, , , Estates 4, , , Other Directly Allocated Total (D) 21, , , Indirect Costs (E) 18, , , Total Project Cost (C+D+E) 54, , , Amount Requested from JISC 20,000 40,000 60,000 Institutional Contributions 34, , , Percentage Contributions over the life of the project JISC 37% Partners 63 % Total 100% No. FTEs used to calculate indirect and estates charges, and staff included No FTEs Which Staff John King Marcia Worrell Tony Evans Paul Hunter Researcher Total Page 11 of 15

12 Appendix B : JISC WORK PACKAGE Before completing this template please note: The Project Management Guidelines have detailed instructions for preparing project plans and work packages.. Please expand tables as appropriate. Fill in the information in the document header project name, document version, and date. Text in italics is explanatory and should be deleted in completed documents. WORKPACKAGES Month : Project management X X X X X X X X X X X X X X X X X X 2:Assembling the data X X X X X X 3: Research and Focus X X X X X X X X X X X X X X X Groups 4: Develop Visualisation X X X X X X Module 5: Jisc related activities X X X X X X X X X X X X X X X X 6: Project Evaluation X X X X X X X X X X 7: 8: 9: 10: Project start date: 1/4/2011 Project completion date: 30/07/12 Duration: <18> months Page 12 of 15 Document title: JISC Project Plan Last updated: April 2007

13 YEAR 1 WORKPACKAGE 1: Objective: Project management 1. Project Management 01/03/11 30/06/12 Project delivered to time and budget Cheryl McGahey John King WORKPACKAGE 2: Assembling the Data Objective: Quality data for use in relationship development and in Visualisation Module 8. Define the range of data 9. Regulate collection / Establish on sql Server DBMS 10. Integrate with Sharepoint Form management 11. Produce extracts 31/03/11 31/08/11 Timely, accurate data for use with Visualisation Module Emma Flight Sarah Hall Analyst Page 13 of 15

14 WORKPACKAGE 4: Research on Indicators Objective: Research the impact of indicators and actions 12. Scoping exercise 13. Research local statistics 14. Literature scan 15. Development and work with Focus Groups 16. Formal Review 17. Review local statistics 31/03/11 30/06/12 Assessment of initiative in relation to student retention, progression and completion, value of visualisation, Web2.0 Marcia Worrell Tony Evans WORKPACKAGE 3: Using Visualisation Module Objective: Production of visualisation for students 18. Prepare Exports of data 19. Upload to TLM 20. Assess output 21. Make available to staff and students 01/02/12 30/07/12 Visualisation available, Focus Group Evaluations John King WORKPACKAGE 5: JISC related project management 01/05/11 08/07/12 Quality managed Project John King Objective: Manage the Project to JISC standard 22. Website Page 14 of 15

15 23. Project Plan 24. Review Document Review Document Final Report 27. Case study prepare and deliver WORKPACKAGE 6: Project Evaluation 01/11/11 08/07/12 Quality managed Project Team Objective: Evaluate the project outcomes 28. Data indicator evaluation 29. Social Networks evaluation 30. Visualisation module evaluation Members of Project Team: Name John King Marcia Worrell Tony Evans Emma Flight Sarah Hall Role Project Manager Roehampton Senior Researcher - Roehampton Senior Researcher- Roehampton Data Management- Roehampton Data Management- Roehampton Page 15 of 15