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University Services Renewal Project: Modernizing with USER Approach

The University Services Renewal Project aims to modernize UW's processes through the collaborative efforts of academic and technical teams, emphasizing end-user feedback and iterative developments. Key characteristics include team-based approach, ongoing feedback process, and high accountability to end-users. The USER Project is cross-organizational, ensuring efficient decision-making and continuous improvement. Guiding principles focus on flexibility, communication, and streamlining processes. USER Approach encourages user engagement, culture of change, and streamlined practices for the University community.

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University Services Renewal Project: Modernizing with USER Approach

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  1. eTravel Initiative

  2. Introductions • Project Management • Strategic Initiatives Office • eTravel Process Improvement Team • eTravel Developer Team • Financial Management/Travel Office • Name/Dept/Years at UW & Current Position • Most unique place you have traveled? • Where do you want to travel?

  3. Today’s Agenda • Welcome and Introductions (Erick Winger) • Overview (Ann Anderson/Erick Winger) • USER Project Approach • Project Organization • Phased Approach • Scope and Boundaries • PIT Expectations • What’s Next - Scheduling (EW/Linda Vilett) • Wrap Up

  4. Overview • Where we’ve been... • Continuous process improvement within Financial Management • Previous feedback gathering and ARIBA development • Where we are... • Awaiting ITAC funding approval • Initiating a low-cost approach • Resources: support and knowledge of UW Travel Office and UW department travel coordinators • Where we are going... • High on ITAC list of project funding • Expecting funding to be approved in March ’06 • Implement ARIBA travel if found to be a viable UW option

  5. University Services Renewal Project • Modernizing how the UW does business by: • Collaborating with academic and business units along with technical developers to co-create and implement web-based tools.

  6. University Services Renewal Project • Modernizing how the UW does business by: • Collaborating with academic and business units along with technical developers to co-configure and implement web-based tools. • Key Characteristics of USER Approach: • Team-based, and broad cross section of end-users • End-user driven • Streamlining processes – teams act as change agents • Scopes, schedules, and milestones are created, published, and used as planning and communication documents • The process of creating products is iterative • More...

  7. University Services Renewal Project • Key Characteristics of USER Project: (cont) • Technical team working along side of users toward common goals • Ongoing feedback continues after products are released to ensure enhancements meet end-users’ needs • High accountability to end-users for all actions • The Project is cross-organizational • There are enough checks within the teams’ processes to maximize their ability to make decisions • Ongoing outreach, communication, and feedback from users • Partnership and sponsorship from the business owners • Technical projects based on C&C infrastructure • Needs identified by end-users before solutions developed

  8. Guiding Principles of USER approach • We are not bound by the way we have always done things. • We are free to challenge legal, technical, and institutional constraints. • The new services should be flexible to allow for different departmental requirements and future changes. • Broad two-way communication with the University community should be included in every aspect of the project. • Information should be readily available for use or modification at the time and place needed. • Information should be recorded only once, and that should be done by the original source of the information. • Redundant and non-value-added activities should be eliminated. • The focus should be on delivering the best services we can within technical constraints, not on the technology itself. • There are no "mistakes" just "unintended outcomes."

  9. InvolvementThe USER Approach • USER PRODUCT • DEVELOPMENT • TEAMS • Iterative Approach • Test ideas • Get feedback • Engage in dialogue • Collaborate • Outcomes • Web tools for Users • Streamlined business • practices • Culture of change • Documented processes and effective customer support • Engaging University community • UW Employees • Sponsors • Business Advisory Group • Technical Advisory Group • Technical Teams • USER Task Groups • Units/Departments • Business Stewards

  10. 1998 USER 1997 GUIDING 1970’s, 80’s, 90’s PRINCIPLES 2000 2001 2003 Employee Self Service Online Payroll Update System OWLS Online work leave system 2005

  11. Executive Sponsor Executive Sponsor Executive Sponsor – – – V V V ’ ’ ’ Ella Ella Ella Warren Warren Warren Sponsor Sponsor Sponsor – – – Ann Anderson Ann Anderson Ann Anderson Business Steward Business Steward Business Steward – – – Karen Long Karen Long Karen Long Technical Advisory Technical Advisory Business Advisory Business Advisory Business Advisory Group Group Group Group Group SIO Coach/Mentor SIO Coach/Mentor Strategic Initiative Office Leadership Pat Bonner, Pat Bonner, Jelena Jelena Curless Curless , , Ann Anderson, Pat Bonner, Ann Anderson, Pat Bonner, Ann Anderson, Pat Bonner, Pat Bonner Pat Bonner Jeanne Marie Jeanne Marie Isola Isola , Gary , Gary Prohaska Prohaska Sara Gomez, Karen Long, Sara Gomez, Karen Long, Sara Gomez, Karen Long, Heriberto Heriberto Rodriguez, Paul Rodriguez, Paul Schurr Schurr , , Jeanne Marie Jeanne Marie Jeanne Marie Isola Isola Isola , Jan Sullivan, , Jan Sullivan, , Jan Sullivan, Bill Bill Shirey Shirey , Jan Sullivan, , Jan Sullivan, Erick Winger Erick Winger Erick Winger Erick Winger Erick Winger Project Manager Project Manager Project Manager Erick Winger Erick Winger Erick Winger Technical Project Technical Project Technical Project eTravel eTravel eTravel Process Process Process Manager Manager Manager Project Assistance Project Assistance Project Assistance Improvement Team Improvement Team Improvement Team Jan Sullivan Jan Sullivan Jan Sullivan (FM Travel Team) (FM Travel Team) (FM Travel Team) eTravel eTravel eTravel Customer Customer Customer Support Team Support Team Support Team INFRASTRUCTURE INFRASTRUCTURE Application Application Application Developers Developers Developers ARIBA ARIBA ARIBA Rebecca Tseng Rebecca Tseng Rebecca Tseng Heriberto Heriberto Heriberto Rodriguez Rodriguez Rodriguez HERITAGE HERITAGE HERITAGE SYSTEMS SYSTEMS SYSTEMS eTravel Initiative Decision Making Structure

  12. eTravel Initiative Process Improvement Team Team Leader: Linda Vilett, Institute for Nuclear Theory Team Members: Alicen Smith, Computer Science & Engineering Barbara Masaki, Architecture and Urban Planning Dian Gay, Applied Physics Lab Ellen Whitlock, Public Affairs Matt Leidholm, School of Medicine; HPTU Paula Kurose, Law School Tracie Hunt, Ocean and Fishery Sciences

  13. Business Advisory Group Provide input to Process Improvement Team Assist in resolving cross organizational issues Assist in removing obstacles and barriers to resolving issues Technical Advisory Group Understand, provide direction, and resolve issues that cross organizational boundaries Provide input and perspective on technical options to business issues Advisory Teams

  14. Phased Project Approach GETTING READY DEFINE THE PROJECT SCOPE VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM IMPLEMENT THE NEW SYSTEM MEASURE AND MONITOR

  15. Phased Project Approach GETTING READY Who will benefit?Who will participate? Who will be involved?Who will make decisions?Empowered? Experienced? DEFINE THE PROJECT SCOPE VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM IMPLEMENT THE NEW SYSTEM MEASURE AND MONITOR

  16. Phased Project Approach GETTING READY DEFINE THE PROJECT SCOPE VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM IMPLEMENT THE NEW SYSTEM What do our users need?What needs are top priorities?What needs are important but; can be included in later phases? MEASURE AND MONITOR

  17. Phased Project Approach GETTING READY How can we get users information when and where they need it?How can we streamline? DEFINE THE PROJECT SCOPE VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM IMPLEMENT THE NEW SYSTEM What about policies and procedures?What would the new process ideally look like?Measurable objectives? Other objectives? MEASURE AND MONITOR

  18. Phased Project Approach GETTING READY DEFINE THE PROJECT SCOPE VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM IMPLEMENT THE NEW SYSTEM What technical tools can assist us?Creating the technical toolsTesting with UsersPilot tests, feedback sessions MEASURE AND MONITOR

  19. Phased Project Approach GETTING READY Train UsersRoll out new ProcessObtain User FeedbackEstablish on-going support needs DEFINE THE PROJECT SCOPE VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM IMPLEMENT THE NEW SYSTEM MEASURE AND MONITOR

  20. Phased Project Approach GETTING READY Collect Data on pre-defined measuresEvaluate successIncorporate continuous improvement DEFINE THE PROJECT SCOPE VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM IMPLEMENT THE NEW SYSTEM MEASURE AND MONITOR

  21. Unique Aspects of eTravel Initiative GETTING READY DEFINE THE PROJECT SCOPE VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM IMPLEMENT THE NEW SYSTEM MEASURE AND MONITOR

  22. Unique Aspect of eTravel Project • Visioning and Designing • ARIBA package travel component • Limited in design change: Configuring/Customizing limitations VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM

  23. Unique Aspect of eTravel Project GETTING READY DEFINE THE PROJECT SCOPE VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM IMPLEMENT THE NEW SYSTEM MEASURE AND MONITOR

  24. Scope: Pre-ITAC Approval GETTING READY • Evaluate whether ARIBA eTravel package is a viable solution for the University of Washington • Automated travel input screen/User Interface • Capability to support international travel reimbursement • Define and Document travel business rules • Assess need for printable form generated by ARIBA for travel reimbursement processing • Participate in lessons learned to provide input into the extension and enhancement of the USER approach

  25. Scope: Future Phases • Future phases and deliverables will be defined following ITAC approval • Automated approval routing, link to PAS mainframe • Receipt scanning and validation • Automated reimbursement and Direct Deposit • Each phase goes through the Project Steps GETTING READY DEFINE THE PROJECT SCOPE VISION THE NEW SYSTEM DESIGN THE NEW SYSTEM IMPLEMENT THE NEW SYSTEM MEASURE AND MONITOR

  26. PIT Expectations • Represent broad section of campus users • Assist in planning and holding feedback sessions/focus groups • At team meetings • Question current processes • Prioritize and evaluate feedback results • Participate in decision of using ARIBA and design of screens if used • Advocate and communicate goals of the project

  27. PIT Expectations • Perform at high level as a team • Initial team meetings dedicated to team building and team growth • Participation: entire duration of project

  28. What’s Next • Team building meetings • User Feedback Sessions • Evaluate user feedback • Document business rules • Review and evaluate ARIBA screens

  29. Schedule/PIT Team Guide • PIT Team Handbook • Contains useful project and team information • Place to store documents as the project progresses • Team meeting schedule • Project Team Website

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