Presentation Speakers:
Billy Herndon
Angel Dronsfield
May 2001
eBilling @ duke
What is eBusiness?
The transformation of key business processes through the use of Internet technologies.
e·busi·ness (e' biz' nis)e·busi·ness (e' biz' nis)
- 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
eCommerce
eBusiness
vs.
Transaction Groups
• B2C
(Business to Consumer)
• B2B
(Business to Business)
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
Types of Transactions?...cont’d
• Registration– conferences
– seminars
• Non-Financial Transactions– class registration
– checking grades
– changing classes
Why eBusiness now?
• Industry Direction
• Establish Infrastructure
• Establish Policies
• Operating Efficiencies
• Improved Services
Issues
• University Policies
• Accounting
• Banking
• Funding/Chargeback
• Business Process
• Ownership
ConsiderationsHow to get started?
• Infrastructure Planning or
Pilot Project
– Evolution of
Policies/Procedures
• Buy vs. Build?
Duke’s Decision
• Pilot Project
– Establish infrastructure
– Establish policy
• Blended Solution
– Buy vs. Build
How did we start?
• Formed Steering Committee– Senior leader in IT
• Associate CIO
– Senior leader in Business/Finance
• Senior Director
– External Consultant
Steering Committee
How did we start? ...cont’d
• Formed Core Implementation Team– Functional Members
• Project Manager• Business Manager• Functional Owner
– Technical Members• Systems Programmer• Applications Manager• Applications Developer• Database Administrator
Steering Committee
Team Members
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
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
Duke Organizational Structure
C h an ce llo r fo r Hea lth A ffa irs Execu tive V ice Presid ent Pro vo st
Presid ent
Associate CIO Associate CIO Senior Director
Vice Provostfor
Information Technology
OIT reports to VPIT
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
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
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
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.
Critical Success Factors
• Managing customer expectations
• Developing effective communications/marketing plan
• Providing appropriate human resources
• Finding "good fit" with Internet payment vendor
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
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
Resource Requirements
• Hardware– 1 to 2 RISC 6000 boxes
• Software– Websphere (application)
– Snareworks (security)
– Netscape (web)
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
Risk Factors &Dependencies
• Technical skills
• Security
• Legal Issues
• Ongoing
Support/Maintenance
• Integration with
current billing system
Functional Architecture
The Results……..
Invoice FAQs | Security & Privacy | Customer Service | Residential Services Home | Logout
Invoice FAQs | Security & Privacy | Customer Service | Residential Services Home | Logout
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
Phase 2~Progress to Date~
• Completed Functional Specs– included functional flow diagram
• Developing Technical Specs
• Developing Web Design
Questions?
Contact Information
• Billy T. HerndonAssociate [email protected]
• Angel DronsfieldSenior Director, Finance & Business [email protected]
