eBilling at Duke: eBusiness Implementation Strategy

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

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

31. 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

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

33. Questions?

34. 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