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 CIO919-419-5550billy.herndon@duke.edu

• Angel DronsfieldSenior Director, Finance & Business Administration919-684-2930angel.dronsfield@duke.edu