Guidance Notes - Reference Groups (E&CM Project) The following guidance notes have been prepared to assist in the selection of Reference Group participants for the Enquiry & Contact Management Project. Detail on the scope of each Reference Group, outcomes and planned approach (including estimated time commitment where possible) is provided to help identify a suitable participant in terms of their capability and capacity to participate. Establishment When: July 2014 For what period: July - December 2014 Title: Reference Groups – Enquiry & Contact Management Project Document Purpose: The purpose of this document is to detail the role and responsibilities of the Reference Groups in relation to the definition, configuration, testing and deployment of University wide processes that will be deployed via the Oracle Right Now Cloud Service. Objectives, Approach and Scope Objectives: The Reference Group(s) provide consultative forum(s) that include representatives from the stakeholder groups that will be affected by the outcomes of the Enquiry and Contact Management Project – Phase 1. The remit of each Reference Group is to: Approach: Guide the definition of the University-wide processes that are within the scope of the Project (via review and validation of proposed processes) Provide guidance on the local impact of the proposed changes (incl. perceived pros and cons) Assist in the definition of test cases, testing of the solution and attendance at pilot training, as required (providing feedback for improvement) Support end users within their team after “Go Live” The definition of the University wide processes will involve: Documentation of a proposed process by the Project Team based on the existing functionality of the Oracle Right Now Cloud Service (i.e. “out of the box” functionality) and the experience of other Universities and providers to the higher education sector. Review and validation of the proposed high-level process by the Reference Group in a workshop format. The Reference Group will be asked to focus on the fundamental and common needs across the University and “How can we make this work?” to eliminate or minimise any requirement for solution customisation. Reference Group participants may review the workshop outcomes with their own stakeholder groups and provide feedback to the Project Team. The implications of the new processes for local teams will be reviewed by the Reference Group participant and Change Manager (in consultation with relevant Managers) as input into appropriate communication and change management plans Information regarding the testing plan and training and development plan will be provided in due course. Scope: The processes that will be addressed by the E&CM Project will include the following functional and technical areas of work: Knowledgebase: Improving self-service capability by developing and deploying a University knowledgebase, accessed via the internet and intranet that provides customers with the information they seek. The access, style, scope and framework of the knowledgebase will be considered to ensure it meet customers’ needs, interests and preferences. The process by which knowledgebase articles are developed and maintained will be defined to ensure it has a consistent look and feel, is accurate and kept up to date. Consideration will also be given to the decommissioning of current website content and how the knowledgebase may be used by staff. Additional time is expected from those involved in the Knowledgebase implementation. This will require more time to review/develop, rationalise/harmonise and transfer content. The time commitment required from each participant to coordinate the work within their stakeholder group cannot be estimated because we don’t yet know how many articles are required to “Go Live” and how much work will be required to update/produce the content given what currently exists. Someone in each stakeholder group will need to review old content, draft new information and review and approve the draft articles written for the Knowledgebase. Once a definitive scope of what needs to be done is complete a target date for the creation of the Knowledgebase content will be set. Contact & Incident Management: The scope and detail of contact to be recorded will be determined. A process by which enquiries are answered promptly and accurately, via any channels (i.e. email, phone, face to face) will be defined. This includes provision of a “single view” of contact with individuals across the University and all communication channels. Consideration will be given to work management and reporting to support the appropriate and efficient use of resources (i.e. allocation of work via queues and reporting against service standards). Prospective Student Lead Management: Processes to capture and manage all prospective student leads for undergraduate and post-graduate by course-work will be defined (incl. those that are received directly or via parents or third parties). Appropriate contact management with schools and international agents will also be considered. The student lifecycle, segmentation and value proposition for prospective Students are important aspects of this work. Campaign Services: Processes by which marketing and email campaigns are managed, including campaign workflows, creation of lists, content development and approval and the use of personalisation and customisation. Particular focus will be given to the lead generation process for undergraduate, honours and postgraduate coursework. Consideration will be given to contact management (incl. responding to customers’ requests to receive/not receive content), targeted value propositions, measuring and reporting on campaign effectiveness. Technical and System Administration: These processes will focus on identity management, data definition and management, data migration and data integration. Integration with PeopleSoft and the export of data to the data warehouse for reporting purposes are within scope. The development of use cases, configuration documentation, workspaces/GUIs, testing and deployment processes will also be completed. The process by which configuration items are described, reviewed, approved and applied will be defined to ensure appropriate ownership by the business. Note: Defining how benefits can be measured in all of the above areas will be required to ensure improvements are tracked in a meaningful way (e.g. % enquiries satisfied through self-service) Role/Terms of Reference Role: The Reference Group(s) are responsible for: Terms of Reference: Alignment – ensuring that the processes defined can deliver the essential enquiry and contact management outcomes for the University and are aligned with the requirements of their stakeholders. Advocacy - communicating the rationale and benefits of better relationship management and how the proposed processes add value to customers, staff and the University. Representation – representing the core requirements of their stakeholders relevant to the processes under consideration, as well as the opportunities for local benefits and improvement. Risk management – assisting in defining and scoping process changes that are practical and achievable and will provide a solid foundation for further development. Performance measurement – establishing appropriate measures for monitoring the ongoing performance of the E&CM solution and ensuring benefits are realised and meaningful. The E&CM Reference Group(s) will assist in the following: 1. Ensuring the E&CM processes defined are simple, consistent and appropriate for use across the University 2. Ensuring the new processes will result in tangible benefits to both customers and staff at a local and enterprise level 3. Providing input on how proposed changes will impact their stakeholder group(s) 4. Providing input into the processes to be configured within the Oracle Right Now Cloud Service (any requirements that require solution customisation will be escalated to the Project Board) Reporting line: The outcomes of any consultation with the Reference Group(s) will be reviewed at weekly Project Team meetings and the Project Manager will report progress to the E&CM Project Board on a monthly or ad hoc basis. After key meetings/workshops, the Project Team and Change Manager will be responsible for updating the Managers of the Reference Group participants of the outcomes achieved. Meetings Frequency: A full day Workshop with the Reference Group is scheduled for 26th October 2014. Further Workshops may occur within functional or technical work streams and/or specific stakeholder groups as required. Work Stream Leads: The following members of the E&CM Project Team will lead each work stream: Knowledgebase – Ian Thomson Contact and Incident Management – Siobhan Guy Prospective Student Lead Management – Natalie Kourtidis Campaign Services – Anita Berry System Administration & Integration with PeopleSoft – Steph Brocklehurst Attendance: In addition to the reference group participants, the Project Manager/Lead may invite other attendees whom he/she believes will provide valuable advice to the reference group in its deliberations. Communication: 1. Any relevant papers will be distributed to the Reference Group 4 working days in advance of a meeting. 2. The outcomes/actions from each reference group meeting or workshop will be documented and circulated to each member of the Reference Group and their Manager shortly after the meeting Quorum: NA. Reference groups are a consultative mechanism and not a decision making body. As such a quorum is not required, however it is expected that meetings/workshops will be timed to ensure maximum participation, having regard to the project time lines. Proxy: Reference Group members should endeavour to attend every workshop/meeting given the short term nature of their engagement. In exceptional circumstances, a participant who is unable to attend can nominate a proxy. Where nominated, the proxy needs to be briefed appropriately to ensure continuity and their ability to make informed contributions. Contact Information Project Sponsor: Pascale Quester, Deputy Vice Chancellor and Vice President (A) Project Manager: Leo Gillette Change Manager: Robyn Gifford