Customer Relationship Management (CRM) w/ Registrar’s Office (RO) Colin Bell Director, Enterprise Architecture, IST January 9, 2014

Fundamental Goal “Describe your business as if the Computer had never been invented.” What is a Customer? What are their relationships to the organization? How does everything interact?

Two Core Models Customer Relationship Management (CRM) – “Party” Model Case Management (CM) – “Case” Model

Process 1.Interviews and Workshops with RO staff. – Capture organizational expectations and desired outcomes – Identify scenarios that are high-value / high-cost and capture a representative sample of work 2.Expand, Develop, and Test “Straw Models”. 3.Finalize Models. – Test Models in other areas. 4.Create an RFI/RFP for a CRM Pilot.

SEMANTIC MODELING The modeling language…

Semantic Models (1) Semantic Models clarify language and concepts: – Nouns in boxes – Verbs in connecting lines Diagrams express conceptual relationships e.g.

Lines are relationships Three types of relationships: Semantic Models (2)

PARTY MODEL The fundamental models…

Party Concept

Role Concept

Party Locations

Party Communications

CASE MODEL The fundamental models…

Programs & Services Program Characteristics: – A program recognizes needs of a target group. – A program identifies an outcome of reduced target group need. – A program designs services that create outputs which reduce the level of need in the target group. Service characteristics: – A service delivers a valued output to a client. – A service output is measurable. (Think KPIs!)

Case Management What is a Case? – A container (manila folder with number on top) – Contains relevant material for achieving desired outcomes – Coordinates Delivery Of complex services Or to achieve an outcome using multiple services – May include other sub-cases What is Case Management? “A collaborative process that assesses a client’s needs, plans the required services, implements and/or coordinates services, and monitors and evaluates the effectiveness of the plan in achieving desired outcomes. This involves integrated delivery of services through the role of a case manager.” (OPS)

Case Types A Case is of a particular type, e.g. – Admissions case (targets acceptance) – Term of Studies Case (targets term completion) – Program of Studies Case (targets degree) Includes Term of Studies Cases Includes Disciplinary cases – Disciplinary case (targets appropriate remedy)

Case Contents Case Documents Case Participants – With Relationships and “Locations” (Contact Info) Case Delivery Plans Case Outcome, e.g. – Targeted Degree – Term Results – Degree Grant

Case Contents (continued) Case Activity Records Case Events Case Communications Case Party Facility Relationships – Student Classroom Schedule – Equipment Usage

Timelines Kick-off: – December 19 th, 2013 Creation of Straw Model: – Weekly sessions: individuals interviews and small workshops – to be scheduled over Jan-Feb 2014 Build Final Model of CRM requirements for RO business processes – Build in Feb – RO Working Group review – to be scheduled in early Mar Leverage Final Model: – March 2014+