UPK - Provide Context Sensitive Help using the Universal Productivity Kit

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Summary:

For many ASU staff and faculty, there are procedures that must be done infrequently that have important consequences. Currently, when an end user has questions, they either must search the HRIS website, Help center or create a case through CRM; these options do not provide context-sensitive information about their specific question. As a result, we see end users are “guessing” how to complete vaious transactions. These guesses result in bad data in the system with the unintended consequences of terminating benefits, incorrect pay amounts and many others with serious implications for the employee and students, requiring rework for the business process owners.

The need for UPK documentation is immediate as the problems created by “guessing” is perpetuating problems which could be resolved with available support for end users. Adding the UPK will help more people help them selves, reducing errors and calls to the help desk.

Start Date:

January 5, 2009

Go Live:

December 25, 2009

End Date:

January 29, 2010

Current Milestone:

On Hold until new hosting partner is in place and we decide if there is funds for UPK with the new vendor.

Project Plan:

UPK

Stage:

On hold

People

Sponsor/Champion:

Adrian Sannier, Vice President and University Technology Officer

Lead Customer:

Robin Gonzalez

Project Manager:

paul stoll

Contact for more information:

Paul.Stoll@asu.edu

Associate VP University Technology:

Max Davis-Johnson

University Technology Director:

Tina Thorstenson

More Info

Source:

Internal

Priority:

Lower

Scope:

This system would provide context sensitive help for potentially all users of PeopleSoft at ASU. We are only limited by the departments who wish to include content. All departments that have important, infrequent procedures can benefit from this new tool. Initial users include HR, Registrar's office, Provost's office, Effort Reporting, Financial Aid, Student Finances and any department with procedures that are done infrequently and are important in their consequences.

All Milestones and Schedule:

The Objectives and deliverables for this project include:
+ Install UPK-server files in DEV or IDP. (UTO DEV)
+ Create test context-sensitive help files (HR, UTO Training)
+ Test the context-sensitive help files for these scenarios: (HR, UTO Training)
• what does it look like when the system finds a file?
• what does it look like if a help file doesn’t exist for a screen?
• what happens when multiple help files are present for the same screen?
• how are help files updated and reloaded into the system?
+ Document procedures for creating and uploading new context sensistive help files and editing current files. (UTO Training)
+ Document any UPK settings for production installation (UTO DEV)
+ Gather buy-in from other depts to create UPK content for installation (UTO training)
+ Publicize new ability to ASU (UTO Training)
+ Continue to create and publish new files. (ongoing, multiple departments)

Deliverables:

This project is complete when:

1) The UPK server files are installed on Production and are tested to work
2) Context-sensitive help files are installed and work properly
3) Documentation on creating and installing context is written, tested and published
4) First non-UTO dept creates and publishes a context-sensitive help file succesfully
5) Marketing / communication stategy is created and implemented - aimed at other departments and the use of the new tool.

Risk & Threats:

- The number of inaccurate entries will increase without real-time, context-sensitive help.
- The consequence of inaccurate entries range from incorrect payroll, incorrect withholdings (benefits and retirement) along with the employee time necessary identify and correct the problems.
- In addition, as ASU places greater importance on the need to use metrics to make decisions, inaccurate data can result in a wide range of decisions made based on bad data.