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Presentation Speakers: Billy Herndon Angel Dronsfield May 2001

eBilling @ duke. Presentation Speakers: Billy Herndon Angel Dronsfield May 2001. What is eBusiness?. e·busi·ness (e' biz' nis). The transformation of key business processes through the use of Internet technologies. buying and selling providing services for customers

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Presentation Speakers: Billy Herndon Angel Dronsfield May 2001

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  1. eBilling @ duke Presentation Speakers: Billy Herndon Angel Dronsfield May 2001

  2. What is eBusiness? e·busi·ness (e' biz' nis) The transformation of key business processes through the use of Internet technologies. • buying and selling • providing services for customers • collaborating with business partners • marketing and sales • manufacturing and inventory control • financial transactions • employee self service • student self service

  3. eCommerce vs. eBusiness

  4. Transaction Groups • B2C (Business to Consumer) • B2B (Business to Business)

  5. Types of Transactions? • Purchase of Hard goods (requires shipping) • concert tickets, clothing, furniture • Purchase of Soft goods • airline e-tickets • download of software • Subscriptions • invoice presentation/payment • utility, phone, credit card • journals

  6. Types of Transactions?...cont’d • Registration • conferences • seminars • Non-Financial Transactions • class registration • checking grades • changing classes

  7. Why eBusiness now? • Industry Direction • Establish Infrastructure • Establish Policies • Operating Efficiencies • Improved Services

  8. Issues • University Policies • Accounting • Banking • Funding/Chargeback • Business Process • Ownership

  9. ConsiderationsHow to get started? • Infrastructure Planning or Pilot Project • Evolution of Policies/Procedures • Buy vs. Build?

  10. Duke’s Decision • Pilot Project • Establish infrastructure • Establish policy • Blended Solution • Buy vs. Build

  11. How did we start? • Formed Steering Committee • Senior leader in IT • Associate CIO • Senior leader in Business/Finance • Senior Director • External Consultant Steering Committee

  12. Team Members How did we start? ...cont’d Steering Committee • Formed Core Implementation Team • Functional Members • Project Manager • Business Manager • Functional Owner • Technical Members • Systems Programmer • Applications Manager • Applications Developer • Database Administrator

  13. How did we start? ...cont’d • Identified Other Ad Hoc Resources • Investment/Treasury Office • Legal Office • IT Security Office • DukeCard Office Steering Committee Core Team Members Other Ad Hoc

  14. Pilot Overview • Primary Objectives • Identify business policies and procedures necessary to enable eBusiness at an enterprise level. • Establish framework for conducting eBusiness at Duke • Build a Flexible Application

  15. Vice Provost for Information Technology Associate CIO Associate CIO Senior Director Duke Organizational Structure OIT reports to VPIT

  16. Pilot Phases • Phase 1 • Electronic bill presentation and web based payment options for student customers • Phase 2 • Electronic sign-up for student services • Phase 3 • Electronic work order requests for dept customers • Phase 4 • Electronic billing for dept customers

  17. Business Case for Pilot • Develop Skill Sets • Functional area for pilot within OIT • Reduce cost of producing monthly telephone and communications services invoices • Improve customer service and business processes

  18. Current Process ~Phase One~ • Monthly billing cycle • produces paper invoices • invoices are mailed to customers • Acceptable forms of payment: • cash, checks • DukeCard • Visa and MasterCard • Payments made in person or mailed to lockbox service provider

  19. eBusiness Process~Phase One~ • Present invoices and provide payment options via the web. • Web application will interface in a batch mode with the current billing system databases.

  20. Critical Success Factors • Managing customer expectations • Developing effective communications/marketing plan • Providing appropriate human resources • Finding "good fit" with Internet payment vendor

  21. Key Relationships • Internet Payment Service Provider(s) • Software Partner(s) • On-campus Card Office • On-campus Investment/Treasury Office • On-campus Legal Counsel’s Office

  22. Measures of Success • Improved customer satisfaction • Reduced delinquencies • as a result of invoices being delivered timely & ease of payment • High participation rate • when offered to all students • Reduced billing and collections costs • “Best practices” business processes implemented • Skill-base development

  23. Resource Requirements • Hardware • 1 to 2 RISC 6000 boxes • Software • Websphere (application) • Snareworks (security) • Netscape (web)

  24. Resource Requirements • People • Core implementation team members • Additional functional people will be involved once in production • Ongoing applications support while maintaining old system • eBusiness lead position • Enterprise eBusiness Manager

  25. Risk Factors &Dependencies • Technical skills • Security • Legal Issues • Ongoing Support/Maintenance • Integration with current billing system

  26. Functional Architecture

  27. The Results……..

  28. Invoice FAQs | Security & Privacy | Customer Service | Residential Services Home | Logout

  29. Invoice FAQs | Security & Privacy | Customer Service | Residential Services Home | Logout

  30. The Results • March ~ Cycle 1 • 46 invoices • $1534.19 in accounts receivable • 25 payments totaling $1492.26 • April ~ Cycle 2 • 44 invoices • $2044.70 in accounts receivable • 16 payments totaling $898.43

  31. Phase 2~Progress to Date~ • Completed Functional Specs • included functional flow diagram • Developing Technical Specs • Developing Web Design

  32. Questions?

  33. Contact Information • Billy T. Herndon Associate CIO 919-419-5550 billy.herndon@duke.edu • Angel Dronsfield Senior Director, Finance & Business Administration 919-684-2930 angel.dronsfield@duke.edu

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