Business Process Automation, Document Management, & Customer Relationship Management (CRM) System RFP # APPENDIX 1 USE CASES

Transcription

1 Business Process Automation, Document Management, & Customer Relationship Management (CRM) System RFP # APPENDIX 1 USE CASES September 2013

2 Table of Contents Purpose... 3 A. Enterprise Content Management (ECM) Use Cases... 4 B. Customer Relationship Management (CRM) Use Cases

3 Purpose The purpose of this document is to provide sample Use Cases in conjunction with the University of California (UC) Hastings Business Process Automation, Document Management and Customer Relationship Management (CRM) Request for Proposal (RFP) document. 3

4 A. Enterprise Content Management (ECM) Use Cases UC Hastings would like to implement a technology solution for capturing, organizing, indexing, accessing, and sharing information across the College. The Enterprise Content Management (ECM) or equivalent solution would include tools for creating forms, developing automated workflows, electronic signatures, file sharing, document indexing, document retention management, document history tracking and document security management. The solution should allow for all documents to be searchable via a variety of key words. 1.0 CAPTURE & PROCESS 1.1 Electronic Forms & Processing a) Student ID Request Form: The Records Office would like convert the ID request form from a paper form to an electronic form. One form is used for 3 possible request types replacement, new or name change. If the request is to obtain a brand new ID or replace an ID due to a name change, it is free of charge and the student may go directly to Public Safety after the Records Office verifies the student s enrollment status and identity. If the ID is a replacement for a lost or damaged ID, the student must go to Fiscal Services to pay for the replacement fee. The form requires the following information: a. Request Type Replacement, New, or Name Change b. Students Name c. Student ID# d. Authorization (from Records Office) b) Leave of Absence/Withdrawal Form: The Records Office would like to convert the Leave of Absence/Withdrawal Form to an online form with electronic signature capability and approval status tracking. The current process involves 4 departments Financial Aid, Fiscal Services, Associate Academic Dean s Office and Records. The Associate Academic Dean s Office approval is obtained only after the student has met with the Associate Dean for counseling. Financial Aid uses the date the Associate Dean approved the request in determining if the student is required to pay back any amount of financial aid awarded to the student or if the student is due for a refund for tuition. Fiscal Services processes the refund or billing. c) Contract Management: Purchasing and Procurement manages the College s contracts. A database is needed to maintain key contract information to facilitate contract management (i.e., term, amount not to exceed, invoices paid, cost center, contract manager, purchase order number, and amendments). This should also include an electronic workflow to create the contract, route it to General Counsel and the CFO or Director of Business Services for approval. This system should be used by both contracts for expenditures and contracts for revenue generation (i.e., retail leases, on-site vendor leases (Law Café, AHA Café and room reservation agreements). Purchasing would like to establish automatic notifications to Contract Managers regarding 4

5 contract expirations and contract payment balances reaching the amount noted as not to exceed. d) Residential Lease Database: The McAllister Tower rents 252 apartments to students in fall and spring and non-uc Hastings students in the summer months. The Property Manager would like electronic forms for rent applications and lease agreements. Data from the forms will be used to track and search lease agreements by tenant name, lease term, rent amount, roommate, apartment number, move-in date, or move-out date. 1.2 Document Scanning & Indexing a) Student Records/Transcript: The Records Office would like to scan student records and transcripts with various search capabilities (i.e., by name, student id number, year graduated). b) Invoices: The Library and other departments which receive invoices as part of their purchasing activities would like to scan and electronically route invoices for approval and upload key invoice information directly into Colleague to create the voucher for payment by the Accounts Payable department. The workflow should provide status tracking capability. The workflow should trigger a notice to the department when the invoices have been paid or when payment is delayed. c) Financial Records: Fiscal Services would like to scan invoices, receipts and other financial records to reduce the need for physical file storage and have an electronic means of researching backup documents while reconciling financial reports. d) Reference Document Library for Professors: A Professor would like to scan news articles or legal case documents which may be useful references for creating exam questions. The Professor would like to make the scanned document searchable and easy access through the web using an ipad. 1.3 Electronic Documents a) Document Library: The Dean would like a library of documents which is searchable, secure and easy to navigate. For example, the Dean would like to publish faculty meeting minutes which are exclusively distributed to faculty members and accessible only to faculty members. The Dean would like to make sure indexing of the documents is self-explanatory and documents are searchable using key words in the title or body of the document. 5

6 b) Document Database: The Center for Gender and Refugee Studies (CGRS) tracks and monitors results of asylum cases and information are shared with attorneys outside UC Hastings. CGRS would like an easy way to index the cases so reports are easy to find. c) Budget Management: UC Hastings has approximately 40 Budget Managers. The Budget Managers would like an Excel file with the budgeted vs. actual amounts downloaded from Ellucian Colleague into an Excel file for their budget analysis. The Budget Managers would like to revise the budget using the Excel file and submit the revised version to the Budget Officer. The Budget Managers would like to make sure all versions are archived for reference and traceability. UC Hastings would also like to make the Balance Sheets available for Budget Managers to view in the new system instead of viewing the reports in Ellucian WebAdvisor. Data for the Balance Sheets (Revenues and Expenses) will be pulled from Ellucian Colleague. d) Bridge Fellowship Grants Documentation: Fiscal Services processes payments to UC Hastings graduates who work under the Bridge Fellowship program. The Career Office administers the grants, the fellows submit time sheets showing the number of hours they worked and Accounts Payable processes the payments to the fellows. The Career Office would like an electronic means of filing the grant documents and providing Accounts Payable access to the documents. Accounts Payable would like an easy way to search for the grant documentation to confirm that the fellow is eligible for payment. Ideally, the data would also be available in Ellucian Colleague, the financial accounting software used by Accounts Payable. e) Electronic File Cabinets: All UC Hastings employees should have an electronic file cabinet to allow them to store, index, and search a variety of documents including those currently being stored in paper in a physical cabinets or digital files stored in shared drives. The solution should provide for support of converting and transferring the paper and digital documents into the new solution. 1.4 Electronic Signatures a) Fellowship Grants: The Bridge Fellowship program offers grants to UC Hastings graduates who do legal work as a volunteer with a government or non-profit legal organizations. As part of the onboarding process, the employer is required to complete a certification form acknowledging the requirements for the fellowship. Fellows must also submit timesheets signed by their supervisor. UC Hastings would like to automate the process with electronic signatures. b) Pro Bono Timesheets: The Experiential Learning Office processes approximately 800 Pro Bono timesheets annually. The timesheets include hours worked and a description of the student volunteer s activities. The supervisors must sign and approve the timesheets and the student submits the timesheets to the Experiential Learning Office. The hours are tracked as volunteers are required to work a 6

7 minimum of 45 hours prior to graduation. Students who work 50 hours per year for a total of 150 hours prior to graduation are recognized for their Outstanding Achievement in Pro Bono. 7

8 2.0 STORE UC Hastings would like a secured repository of documents which includes tools for managing document retention and revisions. 3.0 ORGANIZE UC Hastings would like quickly create a folder hierarchy for each group in the organization. 4.0 ACCESS UC Hastings would like the level of security for each end user. Security levels may be based on departments, management levels or affiliation with UC Hastings. For example, the UC Hastings Board of Directors meeting minutes may be accessible only by members of the Board and senior staff. 5.0 SHARE DOCUMENTS UC Hastings faculty and staff would like the ability to share files with people outside the organization in a secured way. We would like to have the ability to migrate files from one file sharing application to the proposed new system. For example, a professor currently uses Dropbox and would like to make sure all files are securely transferred from Dropbox to the proposed new system. Professors collaborate with external clients and partners on whitepapers and require a shared document repository for reviewing and revising documents. 8

9 B. Customer Relationship Management (CRM) Use Cases UC Hastings would like to manage communication with current students, alumni, donors, faculty and staff using a technology solution which is secure and easy to use. 1.0 PRIMARY CUSTOMERS THE STUDENTS UC Hastings would like to manage communication and transactions with students throughout their student lifecycle which starts from the time students express interest in applying to the time they are admitted and become alumni. 1.5 Student Recruiting Admissions would like an electronic means of capturing student information during recruiting events. This will enable Admissions to respond to student requests for information and send the appropriate communication to convert the student from being a prospective student to an admitted student. Admissions would also like to create a custom web portal for prospective students that specifically addresses their needs and interests and motivate them to apply at UC Hastings. 1.6 Student Onboarding As part of the student onboarding process, students are required to provide information to comply with UC Hastings policies. Student Services would like to have the students review and electronically sign the online forms before they attend the orientation. The student orientation packet includes several forms including: Student s Acknowledgement of Academic Regulations Regarding Attendance and Employment Policy on Recording Classes Photo Release Form Right to Withhold Disclosure of Directory and Other Information New Student Data Form 1.7 Student Contact Information Self-Service Update UC Hastings would like to make sure they have the most recent contact information for each student, especially as students frequently move and change addresses during summer months. The student s contact information is essential to sending time sensitive information with regards to enrollment and other requirements. UC Hastings would like students to populate the form and submit the form online. Ideally, at the end of each semester (or a predefined frequency), UC Hastings would like to send notifications to students requesting to verify their contact information online. Information received will need to be shared through an interface with the HR/Payroll system. 1.8 Student Emergency Contact Self-Service Update Similar to the Student Contact Information, UC Hastings would like to make sure they have the most recent emergency contact information for each student. UC Hastings would like students to populate the form and submit the form online. Ideally, at the beginning of each semester (or a 9

10 predefined frequency), UC Hastings would like to send notifications to students requesting to verify their emergency contact information online. 1.9 Financial Aid Support The Financial Aid office would like a way of tracking communication with students regarding financial aid questions and requests. Financial Aid would like to track the number of requests submitted and how quickly the requests were fulfilled Student Employment Onboarding UC Hastings runs 3 student employment programs 1) Non-Work Study, 2) On-campus Federal Work Study and 3) Off-campus Work Study. Each employment program requires a different set of documents and processing requirements. Work Study programs involve the Financial Aid department in addition to Payroll and HR. UC Hastings would like to create an automated student employment onboarding process. UC Hastings would like the students to complete online forms and track submission and processing of the forms. UC Hastings would also like automatic notification to hiring managers and other departments involved in the process Student Organizations Student Services would like to manage student org memberships and provide a portal for each student organization to post messages for their members. Membership forms and rosters will need to be electronically filed and tracked each semester Weekly Events Bulletin Student Services would like would like to create an online form which student organization officers may use for submitting requests to post events in the weekly communication showing the calendar of events. Student Services would also like to create the calendar posted within the to include links to details on each event Online Appointment Scheduling The Career Office would like an online appointment scheduling that will enable students to book appointments with their counselors and allow the counselors to sync the appointments in their Outlook calendars Disability Resource Program (DRP) Student Database The DRP program would like a student database for managing special accommodations required for each student which may be unique each semester, depending on the class type and classroom location. The DRP counselors would like to keep track of the accommodations required for each student for each class during each semester. Each student s enrollment data and exam schedules will be downloaded from Ellucian Colleague, the Student Information System (SIS) presently used at UC Hastings. Once the DRP counselor determines the appropriate accommodation required, the DRP counselor must schedule staff, proctors and facilities support based on each student s class or exam schedule. DRP would like to keep track of all scheduling and communication between students and counselors. Sample DRP services and special accommodations include: Priority Registration Academic Counseling Seating 10

11 Reduced Course Load Class Notes and Audio Recordings of Class Electronic Texts Enlarged Prints Audio Texts Assistive Hearing Devices American Sign Language Interpreter (ASL) CART/Real Time Captioning Exam Accommodations Accommodated Time Assistive Technology Private or Semi-Private Testing Rooms Scribes Alternate Exam Format 1.15 Student Data Analytics UC Hastings Legal Education Opportunity Program (LEOP) provides access to legal education for students who come from significantly adverse backgrounds. These students have experienced significant obstacles (educational, economic, social or physical) which may have restricted access to educational opportunities and resources. UC Hastings would like to measure and track LEOP students from the time they were admitted through the time they graduate, take the bar exam and pass. For example, the Program Director would like to determine if there are any correlations between the student s success in passing the bar exam with several factors such as classes the student took, the student s GPA, ranking, undergraduate school, and many other factors. Student data will be needed from Ellucian Colleague (SIS) Student Graduation Various departments collect a variety of information from students who are graduating. This includes employment data, student loan repayment and exit counseling information. The College would like a way to collect this data centrally and then upload it into various databases used by individual departments. 2.0 INTERNAL CUSTOMERS FACULTY & STAFF 2.1 Internal Fundraising The Fundraising staff would like to customize their communication with faculty and staff by segmenting based on their employment status. For example, the Fundraising staff would like to differentiate the faculty group based on their status full-time faculty, adjunct faculty, faculty members on leave, faculty members on sabbatical, and retired faculty. Similarly, the Fundraising staff would also like to customize communication with current and retired staff members. The Fundraising staff currently uses Raiser s Edge and would like to download the faculty and staff reports for their fundraising campaigns from the CRM application to Raiser s Edge. 11

12 2.2 Fiscal Services Support The Fiscal Services office handles many financial transactions involving employees who have purchasing authority and submit purchase orders, invoices and expense reports to Accounts Payable. It would be ideal if each employee is able to track their requests and financial transactions through a single portal; in this way employees can view the status of their expense report submissions or purchase orders in one portal. 3.0 EXTERNAL CUSTOMERS 3.1 Alumni and Donors The Dean s Office would like to scan letters and cards which the Dean will be sending to alumni and donors. UC Hastings would like to keep track of any correspondence sent to alumni and donors. The Alumni Center would like to be kept informed of any communication sent to alumni and donors to avoid duplicating communication which may have already been addressed by the Dean. 12