Dan McDevittLinda Hadley

7/15/2013

Imaging as a Complete Solution! Can Indiana University Deploy One Imaging

System Across All Student Systems?

Imaging as a Complete Solution!

• Overview of Indiana University’s Student Services Initiative (SSI)

• Document Management/Imaging History at IU

• IU Future Plans related to Student Service Initiative (SSI)

• Questions

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An Introduction to Indiana University

• Founded in 1820

• Eight campuses

• 110,000 current students

• 19,000 full- and part-time faculty and staff

• $3.1 billion (USD) budget

• Running PeopleSoft/Oracle student systems

IU Northwest

IU South Bend

Indiana University-Purdue University Fort

Wayne

Indiana University-Purdue University

Indianapolis

IU Bloomington

IU Kokomo

IU East

IU Southeast

Indiana University Student Services Initiative

Overview of Indiana University’s Student Services Initiative (SSI) • Objectives • Process/methodology • Results/recommendations, including IT dependencies, i.e.,

Imaging

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Student Services Initiative• Benchmarking Project

• Conducted in partnership with Accenture • Institution-wide benchmarking project to access administrative activities,

including student services • Comparison data among student service units in similarly structured

universities were unavailable • Identified areas for potential cost savings based on IU experts and Accenture’s

experience in comparable functions migrating to a shared services, i.e., potential savings by eliminating/changing existing duplications of services

• Shared Services: Student Services Initiative• Initiated in April, 2011 as a result of the benchmarking project • Focused assessment of specific student service business processes and related

FTE • Identified specific areas for migration to a shared service model

• Project Overview• Phase 1: High-level design• Phase 2: University Feedback• Phase 3: Detailed design and Implementation Planning

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IU STUDENT SERVICES INITIATIVE PROCESS

IU Northwest

IU South Bend

Indiana University-Purdue University Fort

Wayne

Indiana University-Purdue University

Indianapolis

IU Bloomington

IU Kokomo

IU East

IU Southeast

• Subject area experts representing all campuses completed a detailed review of 190+ business processes

• Goal was to achieve standardization BPRs, identify improvements through technology and redefine processes that could be moved to shared service model

• Collection and calculation of current and future FTE associated with each BPR based on the following:

• As Is – current staffing levels under existing operations

• To Be (without IT) – processes that can move to shared service without a IT dependency

• To Be (with IT) – Processes that have an IT requirement necessary to achieve the share service and/or local efficiencies

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DistributedModel

Centralized Model Shared

ServicesModel

Scal

e &

Effic

ienc

y

Service/Responsiveness

DistributedModel

DistributedModel

Centralized Model

Centralized Model Shared

ServicesModel

SharedServices

Model

Scal

e &

Effic

ienc

y

Service/Responsiveness

Shared Services achieves its objectives of efficiency and responsiveness by: • Eliminating redundancy through process and

technology standardization• Consolidating and redesigning non-core

support functions into service centers• Redesigning organization and responsibilities

in the local units• Driving shared responsibility for results using

two-way Service Level Agreements

Objectives of Shared ServicesShared Services combines the best of a distributed, local model and a central model.

Centralized• Centralized control• Focus on efficiency• Cost driven

Distributed/Local• Distributed control• Focus on responsiveness• Location driven

Shared Services • Shared control• Balances responsiveness &

efficiency• SLA driven

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FUTURE STATE OPERATING MODEL

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Shared Services

• Provides leadership and advice for legislation, regulation, and compliance

• Provides leadership and expertise in Student Services business processes

• Performs cross campus back office transactional processing

Local Modules

• Manages module locally• Acts as center of excellence for highly

skilled resources • Performs transactional activities which

require local knowledge or significant interaction with students, deans, faculty, or campus leadership

Student Customer Service (One-Stop Shop)

• Campus based • Performs strategic decision making and

integrated student centric campus-specific services

• Combines Financial Aid, Registrar, and possibly Bursar activities

• Very high touch

Shared Services will provide cross-campus leadership for legislation, regulation, and compliance, as well as back office processing. Local modules will focus on activities requiring strategic decisions, or local knowledge or interaction.

SPECIFIC EXAMPLES OF SSI BUSINESS PROCESS RECOMMENDATIONS

• Student Recordso Migrate to shared service

• Transcript processing• Enrollment and Degree Certification (Clearinghouse)

• Financial Aid o Migrate to shared services:

• Satisfactory Academic Progress evaluation• Mass Packaging • Stafford, PLUS and private loan processing

• Student Financials o Migrate to shared services:

• Calculation of tuition and fees • Student billing

• Admissions o Consolidate back office application processing for all campuses through the

leveraging of electronic document management

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SSI TECHNOLOGY DEPENDENCIES REQUIRED TO ACHIEVE RECOMMENDATIONS

• Over 80 IT projects ranging from small enhancements to major initiatives were identified during the BPR reviews as dependencies for SSI success

• Projects have been estimated and prioritized to align with SSI implementation plans

• Document Management/Imaging has been identified one of the predominant initiatives

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Success of SSI will be highly dependent upon the implementation of specific technology initiatives. These technology dependencies were identified during the detailed business process reviews for each module area

Indiana University Historical Approach to

Document Management/Imaging

Document Management/Imaging History at IU• Some significant successes• Siloes of deployments• Lack of integration

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INDIANA UNIVERSITY HISTORICAL APPROACH TO DOCUMENT

MANAGEMENT/IMAGING • Indiana University has deployed a series of document management/imaging solutions

surrounding student services business processes using OnBase.

• OnBaseo Document management system provided by Hyland Software

o Store documents securely and electronically in a central location

o User-friendly interface that allows easy retrieval of documents

o Documents can be viewed, printed, emailed, and have notes added to them

o Robust Workflow to facilitate electronic routing based on specific attribute triggers, i.e., electronic flow of documents through lifecycles and queues

o Ability to create and utilize e-forms for the workflow process

o Integration with existing systems to enable data exchange, i.e., Financial, Human Resources, Student Systems

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INDIANA UNIVERSITY HISTORICAL APPROACH TO DOCUMENT

MANAGEMENT/IMAGING• 1999o Physical Plant began using OnBase as document management system through a

departmental license and infrastructure o Storage and retrieval of documentso Approached by other departments to use OnBase via their departmental based

deployment, resulting in a “fair share” cost sharing model.• 2002

o IUPUI Undergraduate Admissions and International Affairs wanted to go paperless o Decided to use OnBase as their document management systemo Matrix Imaging (now part of Hyland Software the developers of OnBase) consulted with

both Admissions departments and helped implement a Workflow process for their documents

• 2002-2003o Accounts Payable decided to use OnBase to store AP documentso Using Docpop functionality to pop up documents stored in OnBase through Financial

System• 2010

o 40 departments currently use OnBaseo Used by departments at all regional campuseso 5 departments use the Workflow module for document processingo 3 departments use the Docpop functionality

• 2012o Bloomington Undergraduate Admissions implemented a robust imaging/document

management

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Department Usage

IUB – Admissions Storage / Retrieval

IUB – Engineering Storage / Retrieval

IUB – EPIC Tax Storage / Retrieval

IUB – Facilities Storage / Retrieval

IUB – FMS - A/P Storage / Retrieval

IUB – Physical Plant Storage / Retrieval

IUB – Real Estate Storage / Retrieval

IUB – Risk Management Storage / Retrieval

IUB – Travel Management Services Storage / Retrieval

IUB – Office of the Treasurer Storage / Retrieval

IUB – University Counsel Storage / Retrieval

IUE – Accounting Storage / Retrieval

IUK – Accounting Storage / Retrieval

IUNW – Accounting Storage / Retrieval

IUNW – Admissions Storage / Retrieval

IUNW – Financial Aid Storage / Retrieval

IUNW – Purchasing (for Travel) Scan Travel Documents

IUPUC – Financial Aid (with IUPUI FA) Storage / Retrieval

IUPUI – Accounting Storage / Retrieval

IUPUI – ADFI Administrative Services Storage / Retrieval

Department Usage

IUPUI – Administration (Budget & FO) Storage / Retrieval

IUPUI – Financial Aid Storage / Retrieval / Workflow

IUPUI – HR Storage / Retrieval

IUPUI – Office of International Affairs Storage / Retrieval / Workflow

IUPUI – Office of Student Scholarships Storage / Retrieval

IUPUI – Payroll Storage / Retrieval

IUPUI – Registrar's Office Storage / Retrieval

IUPUI – Undergraduate Admissions Storage / Retrieval / Workflow

IUPUI – University College Storage / Retrieval / Workflow

IUPUI – Univ. College Dean's Office Storage / Retrieval

IUPUI – University Counsel Storage / Retrieval

IUSB – Accounting Storage / Retrieval

IUSE – Accounting Storage / Retrieval

IUSE – Financial Aid Storage / Retrieval

IUSM – Academic Affairs Storage / Retrieval

IUSM – Graduate Affairs Storage / Retrieval / Workflow

IUSM – Medical Student Affairs Storage / Retrieval

UA – Student Enrollment Services Storage / Retrieval

UA – OVPIT Storage / Retrieval

UA – UHRS Storage / Retrieval

INDIANA UNIVERSITY HISTORICAL APPROACH TO DOCUMENT

MANAGEMENT/IMAGING

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CONCERNS WITH HISTORICAL APPROACH • While there have been successes, there are concerns with the

sustainability of the historical model o Lack of enterprise approach, resulting in fragmented

implementations across campuses • All records for individual student are not linked

o Unsustainable support model, demands for imaging solutions in support of critical business functions continues to grow

o Inefficient and duplicated processes to support import/export of data from other systems

o Lack of standard naming conventions, keywords, document types shared, etc.

• Example: University ID vs. Employee ID o Fragmented Security Model

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Transitioning to an Enterprise Approach to Document Management/Imaging

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SSI TECHNOLOGY DEPENDENCIES REQUIRED TO ACHIEVE RECOMMENDATIONS

• Objectiveso Leverage best practices to deploy a standard electronic document management

process across all student service module/business processes, i.e., share common standards, classification schemes, and naming conventions among all modules, campuses

o Leverage existing university enterprise systems, i.e., real time interfaces between OnBase and SIS

o Transition the use of OnBase and related support structures from the current fairly independent model to a more robust enterprise approach

o Identify and deploy required resources along with clear roles and responsibilities to achieve the objectives

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Document management/imaging identified as a critical dependency required achieve cost-efficient, quick and reliable access to electronic documents across all student service modules

EXECUTING ON THE MIGRATION TO AN ENTERPRISE APPROACH FOR DOCUMENT

MANAGEMENT/IMAGING • High-Level Approach:

o Design and implement improved enterprise wide imaging environment (OnBase)

o Transition existing “independent” OnBase deployments to enterprise environment with common standards, etc.

o Begin by establishing new foundation to support SSI Admissions Business Process with future expansion to Student Records, Financial Aid, Student Financials.

• High-Level Actions Initiated: o Migrated from the local/departmental based software license and enterprise wide

license

o Migrated support personnel and infrastructure to central IT organization

o Established initial consulting engagement with Hyland software to assist with;• Deployment of an upgraded enterprise wide OnBase environment • Requirements and transition to best practices for student services starting

with Admissions 18

SPECIFIC STUDENT SERVICE RELATED OBJECTIVES• Establish University wide standards necessary to support a high level of document

sharing across campuses and modules , i.e.,

o Transcripts• Student transcripts submitted to support admissions application to one

campus can be leveraged across campuses• Financial Aid, Student Records, Admissions can share the one transcript

document

• Significantly leverage OnBase integration capabilities with existing enterprise systems, i.e., real time interfaces between OnBase and SIS (PeopleSoft)

• Real time access to SIS to support indexing of documents based on assignment of common attribute, i.e., Student ID

• Auto update SIS data from OnBase as a result of workflow and/or process completion, i.e.,

• Update checklists based on receipt of documents in OnBase • Update SIS admission decisions gh OnBase workflow

• Leverage Advance Capture- OCR (Optical Character Recognition) to scan transcript documents and update student’s education data in SIS

• Leverage OnBase functionality which enables ability to access/view imaged documents from within SIS

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EMERGING ADMISSIONS BUSINESS PROCESS RELATED TO SSI AND DOCUMENT MANAGEMENT

NW SB KO IUPUI BL SE EA

Paper Document Intake and Scanning

Electronic Workflow

Document Processing• Electronic application and document intake • Indexing (assignment of metadata)• Data entry into SIS• OCR oversight, i.e., transcript templates, etc. • Matching loose credentials

Completed application and related documents route to specific campus for review and decision

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Shared Service Center

EXAMPLES: DOCUMENT MANAGEMENT/IMAGING ACROSS STUDENT SERVICES

• Student Records o Historical Documents, i.e., Grade Rosters, Grade Changes, Drop/Add,

Transcript Requestso Bio Demo update documentationo Residency processeso FERPA Restrictions Requestso Veteran Documentation

• Financial Aido SAP Appeal Process o Parent Tax related documents

• Student Financialso Sponsor related documents, i.e.,, authorizations, Invoices, Payment records o Collection documents o Lender information o Promissory notes

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IMPLEMENTATION ACTION ITEMS Process:• Reconciliation and consolidation of existing environment(s), i.e., desperate

document types across all modules • Define standard process flows for specific documents, i.e., workflow life cycles

across all campuses • Define security model and related specifics to individual documents• Define and implement specific points of SIS integration Timelines: • Begin to rollout Admissions process on an incremental basis - Winter, 2013, • Complete Admissions process rollout to all campuses - Summer, 2014

Challenges:• Resources • Achieving buy-in from existing departmental users to transition to enterprise

environment • Deferring expansion of imaging until deployment of new robust environment

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QUESTIONS?

Dan McDevittUniversity Student Services and Systems

dmcdevit@indiana.edu

Linda Hadley IUPUI Office of the Registrar

lhadleyk@iupui.edu

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