KUALI STUDENT ACCOUNTS - immagic.com · Sigma Systems Inc. Version1.0publishedFebruary 10, 2012 • [email protected] 4 of 12 Persona Wanda Lyrn Student 21 Scenarios Student self

KUALI STUDENT ACCOUNTS KSA - Deliverable System Assets

Version 1.0Published February 10, 2012

Sigma Systems Inc.

KSA - Deliverable System AssetsVersion 1.0 published February 10, 2012 • [email protected] 2 of 12Sigma Systems Inc.

Table of Contents

Abstract Model . . . . . . . . . . . . . . . 3Persona

Student . . . . . . . . . . . . . . . . . . . . . . 4Cashier . . . . . . . . . . . . . . . . . . . . . . . 5Supervising Cashier . . . . . . . . . . . . . . . . 6Customer Service Representative . . . . . . . . . 7Administrator . . . . . . . . . . . . . . . . . . . 8Faculty Advisor/Department Liason . . . . . . . . 9Parent . . . . . . . . . . . . . . . . . . . . . . 10Sponsor . . . . . . . . . . . . . . . . . . . . . 11Administrative Liaison . . . . . . . . . . . . . . 12


KSA

Receivables Management

View Accounts

View Accounts

Account management

Account management

Charges

Payments,

Payments,

Deferments

Deferments

TransactionAuditing

PolicyEnforcement

PolicyEnforcement

Memos

MemosBilling Data Generation

Billing Plans View AccountsAutomated transaction

reversal rules

Payment Plans

Rules Based Fee Calculation

Automated transaction

reversal rules

Account management

Bad-debt Tracking

Bad-debt Tracking

Regulatory Compliance

Regulatory Compliance

Third Party

Planned Billing

Fee Management

Collections Management

Out of scope

Abstract Model


Persona

Wanda LyrnStudent

21

ScenariosStudent self service

Via a student services application, a student would be able to review all transactions and if implemented, the associated payment application,

Similarly a student should be directed to the student records system for the student to con� rm data used in KSAR such as those used to compute tuition or award � nancial aid.

Similarly a student should be directed to the human resources system to show earning from work study and, if the student has authorized transfer from earnings to KSAR, the amount that has been earned and the amount credited to KSAR. (Note both of these scenarios are based on access to data external to the KSAR system that should be displayed on that system rather than KSAR, but could also be considered a “service” utilized by KSAR for display to a student).

A student would like to know which part of the debits are subject to “deferment” and the status of student loans that are expected to be used (based on KSAR data).

A student recognizing a change in enrolment status and � nancial aid eligibility wants to know which transactions have been processed.

A student wishes to make an online transaction via a credit or debit card, an electronic transaction using an identi� ed bank (routing number and account number) and an alternate funds transfer system such as PayPal or Western Union.

A student wishes to initiate a refund and direct how the funds should be disbursed.

A student wishes to email a comment or question that includes his identifying information and account number.

Customer service

Customer service should be able to provide similar services via telephone or chat IF the the same information is provided to customer service. Transactions, except those done by the customer service agent as an adjustment would require student authentication and authorization consistent with the transaction.

Objectives

• To provide student services su� cient to be considered excellent by the student and e� cient from the cashier’s perspective.

• To ensure the privacy of a student’s � nancial records and transactions consistent with current federal regulations and industry requirements (e.g. PIC standards).

• To provide authorized access to other university data systems needed to provide context to the student’s dialogue

Concerns

• The customer service functionality may depend upon the availability of data from other systems, especially student records, student � nancial aid, and payroll.

• The student identi� cation and authorization system would need to be consistent with the laws, regulations and practices for the type of transaction.

• The data displayed to a customer service agent would have to comply with privacy law and regulations (HIPPA for medical data that could be included in a transaction description is an example. Control of data at the source of the transaction could resolve this issue).

“My bank has a really simple way for me to review all my information. How hard

could it be for the school to do that for us too?”

“I was really embarrased when

my advisor saw some medical stuff

in my records .“

One

Few

None

Low

None

Many

All

Expert

High

Exceptional

Student Accounts

Connected systems

Accounting

Student services

Customer service

KSA Customer Rating: 1


Persona

Missy MunniCashier

32

ScenariosProviding account summary or detail

When an account holder, most frequently a student, seeks assistance the cashier identi� es the account holder and then sees an account summary displayed. If the customer is a third-party wanting to make a payment, then the cashier would access the account holder’s data, accept payment, and provide a receipt for the payment identifying the account, but not the account holder, to which the payment has been applied.

Accepting Payment

If the account holder or a third-party wants to make a payment, the cashier would accept and post the payment. If the transaction is accepted, the system summary is updated. If the transaction is in error, then the cashier corrects the error or explains to the account holder why the payment cannot be accepted. If payment is made via a credit or debit card or a PayPal entry, the cashier completes payment processing,. provides documentation to the account-holder, and then veri� es the account has been updated.

Issuing Refund

If there is a credit balance and the amount is within the cashier’s authority based on level of authorization, the cashier initiates payment by check for the credit balance or the amount requested, whichever is lower. Depending upon level of authorization and policy for cash disbursement, the cashier could provide cash for an endorsed check.

The cashier does not determine the amount of a refund. A refund due from terminating attendance or a service depends upon a credit transaction from the originating source or, if there is a refund algorithm, the results from the refund algorithm displayed as credit transactions.

The cashier would be familiar enough with refund processes for those receiving U.S. federal � nancial aid to explain what amounts would be returned directly to � nancial aid providers, including student loan lenders, or withheld

If the requested amount and credit balance exceed the cashiers level of authorization, the cashier may request someone with that level of authorization initiate the transaction.

Resolving a Billing Issue

An account holder may seek to resolve a billing issue. The cashier should be able to identify the source of the transaction AND methods of contacting the source. The cashier may have authority to adjust a transaction; for example the PIRG fee may be cancelled for any student. If the transaction originated in the Bursar’s o� ce (identi� ed by type of charge), the cashier may have authority to make an adjustment.

Objectives

• Provide a high level of service to account holders.

• Have the real-time data needed to satisfy the account-holder and to resolve billing issues.

• Maintain control of transactions and batches to assure prompt reconciliation at the end of the day.

• Have the con� dence that the account holder’s needs can be satis� ed by expertise and the features of the system.

Concerns

• That data is current, which implies source of data will have to be current. It may be useful to have a screen that displays the date/time of the last transaction from each major source of transactions—e.g. food service, housing, police department, library, health service, and bookstore.

• The practices and authority for adjusting accounts would be simple enough for the cashier to be con� dent of accurate processing and of not accepting an adjustment that later would be considered in error.

“I see a lot of customers every day. I want to help everyone quickly and effi ciently.”

“It’s important to me that I have the

knoweledge I need to answer questions “

One

Few

None

Low

None

Many

All

Expert

High

Exceptional

Student Accounts

Connected systems

Accounting

Student services

Customer service

KSA Rating: 2.6


Persona

Bill Peymaster

Supervising Cashier

54

ScenariosAssisting cashiers

Because the additional knowledge and experience, the supervising cashier can assist in understanding and using KSA. The supervising cashier can demonstrate how the system works, explain how results were obtained (especially payment application, refunds, and � nancial aid transactions), and assist with account holders who have issues requiring more knowledge and experience than a cashier may have.

Authorizing refund of credit balance

Cashiers are limited by authorization to refund credit balances. When a check or funds transfer is needed, the supervising cashier will review the anticipated transaction and, if appropriate, authorize a check when the amount that exceeds the authorization of the cashier and is within the authorization of the supervising cashier.

Ensuring � nancial control of submitted department transactions

During the work day there will be incoming transactions from sources within the university. This will be submitted either as online transactions done by departmental liaison or submitted as a batch from another information systems application.

The supervising cashier will review each � le of incoming transactions comparing the reported batch totals (payments, credits, and net transaction counts and totals) with those from preliminary edits and from batches processed. The supervising cashier will also review sample of the transactions for “reasonableness” in order to identify possible errors before continued processing. (There are three steps—the batch totals

must ompare, an edit of the transaction identify errors before attempting to update KSA, and then a review of any remaining errors during KSA processing.

The supervisor can also monitor batch transactions and totals from department liaisons as well as those in the cashiering o� ce.( Department Liaisons have read access to either all accounts or transactions within accounts for certain transaction types within the scope of their responsibility. The Liaisons are also responsible for preparing batches of transactions that may be produced by applications under their control).

Support customer service representatives

When a customer service representative encounters an accounts receivable issue that needs extensive knowledge and experience, this could be referred to the supervising cashier � r resolution.

Similarly the supervising cashier can serve as a resource of knowledge and experience for the business processes that enable transactions to move quickly and accurately to available transactions.

Initiate and monitor electronic funds transfers

Broadly the supervising cashier needs to monitor transaction � ows for credit and debit cards, ACH (automated clearing house), direct transfers between accounts, and federal wire transfers to ensure timely and security transaction processing. This requires broad knowledge of real-time and batch transactions.

Because of the value of some transactions, funds transfer may require a higher level of knowledge than others, which could be done by a cashier.

Objectives

• Provide service to students that would be considered excellent

• Ensure � nancial integrity and compliance of � nancial transactions

• Develop and monitor business processes that incorporate multiple sources of transaction input that are timely, valid, and adequately described.

• Demonstrate knowledge and experience by accurate, immediate, and complete resolution of issue

Concerns

• The scope and role of the supervising cashier may exceed reasonable expectations.

• Data systems which provide and accept transactions from KSA may be inadequate, poorly documents, or obsolete.

• The supervising cashier should be supported by information on law, regulation, and practices that may be forthcoming and should be given the opportunity for training.

One

Few

None

Low

None

Many

All

Expert

High

Exceptional

Student Accounts

Connected systems

Accounting

Student services

Customer service

KSA Rating: 4.6

“At the end of the day its all got to add up.”

“The staff expect me to know it all and be able to teach them.“


Persona

Hal Kanni-HelfewCustomer Service Representative

48

ScenariosThe scenarios assume the Kuali suite is implemented and services are available for all applications. This would then support a consolidated student services customer service facility. This implies a higher level of integration of administrative systems and a higher level of training of the customer service representatives.

The scenarios do not diff erentiate between a customer service representative/student, parent or customer conversation made by telephone, online chat or exchange of email.

The assumed escalation process would be to a more experienced customer service representative and then to the administrative department.

Account status

A student could call and ask for balances of her student account and ask for activity for the last sixty days. The customer service representative would provide the balances and ask questions about recent activity. The historical activity would be sent to the account holder via email as an attached document. (Because any reference to student � nancial aid may require encryption, this assumes email exchanges are encrypted or the attachment is downloaded from a protected site).

A parent calls and asks for the balance in the students account. If the parent is authorized to access the student account, the information is provided. If not, an explanation of why the information is not available would be provided.

A customer invoiced for products or services may call for assistance.

Authentication would be required. The level of authentication would depend upon what the products and services might be. For example, the university may issue an invoice for copying and forwarding a document. In this case authentication would be done from knowledge of the transaction.

Payment of a speci� c charge / payment application

• A student could ask for con� rmation that his health insurance was paid (assuming payment application is used). The customer service representative could answer that question and provide a payment application report via email. To provide health insurance, the customer service representative could manually adjust the payment application as requested.

Resolution of transactions that would be produced automatically

The student asks why the refund from dropping a physics class during the “add and drop” period has not been processed. With the student’s permission the customer service representative accesses the student enrolment records and con� rms the drop has been processed. Because the student is receiving � nancial aid, the customer service representative accesses the student’s � nancial aid record and observes the student has not been repackaged since a � nancial aid adjustment may be required. The student is advised the administrative processes take two business days; the adjustment should show “tomorrow.”

Change of billing address

A student wants to change the address used for billing. If the address is one of those available, the choice would be made. If the address is a new one, then the address would be entered, An email would be sent showing the change.

Objectives

• Improve service to student through more current, complete, and accessible information.

• Improve sta� productivity by automating additional transaction types and providing information needed for sta� work.

• Comply with laws, regulations, and practices providing student privacy.

Concerns

• Will the information arrive fast enough for customers not to get frustrated?

• Wil there be access to the information needed to service the customer?

• Will information be integrated or will there be multiple di� erent applications running all with duplicate data?

• It is unclear the impact of regulations on the design and use of KSA.

“Recently a student cycled back through the loop and said ... Can you please help me... Ive talked to three other peoplealready and now I’m here again... I just want know aboutan unusual charge on my accoount....”

“Sometimes I have to wait 30 seconds before I get data I need to answer questions“

One

Few

None

Low

None

Many

All

Expert

High

Exceptional

Student Accounts

Connected systems

Accounting

Student services

Customer service

KSA Rating: 3.2


Persona

Ida BozwumonAdministrator

51


Persona

Will N. LytenFaculty Advisor/Department Liason

63

ScenarioThis is limited to faculty use of a student’s accounts receivable information, likely infrequently.

Access to Student Financial Information

The faculty adviser, seeking to assist a student, needs to verify the student is current with his accounts and does not have an account hold for other reasons. The faculty adviser would logon and identify the student. Authorization determines the scope of information available.

The faculty adviser could learn the student was under � nancial pressures, it appears student � nance is not a factor in the student’s performance or the student has other priorities that do not permit, for example, increased enrollment. (The � nancial aid system would have been information; increasingly students are reducing their academic load or dropping out).

Fees

Other information provided to the faculty adviser suggests the student has not paid the laboratory fee. The faculty adviser could log onto KSA and learn if that speci� c charge has been paid.

Objectives

• To provide information that could be used to advise the student, to better assess the student’s � nancial situation that may be e� ecting academic performance.

• To verify information received from another source such as a withdrawal notice.

Concerns

• The Family Education Rights and Privacy Act (FERPA)and the implementing regulations require access to student records be limited to educational purpose. The interpretation is, however, unclear. Likely any interpretation could be implemented with the authorization capability being implemented in Kuali. A legal interpretation and universities policies would provide guidance on permissible uses and the resulting authorization implementation.

“More and more students come to me with fi nancial problems and we need to review the records to see what can be done.“

“...and then I said -- Are you sure about that, let’s look it

up just to be certain“

One

Few

None

Low

None

Many

All

Expert

High

Exceptional

Student Accounts

Connected systems

Accounting

Student services

Customer service

KSA Rating: 2

Employment

The student is a department employee; the faculty adviser needs to know if the student is being paid and if so whether the student is using those funds to pay his debt to the university. The faculty advisor could log onto KSA for this information.

Withdrawal

The student is attending class but the department receives a notice of withdrawal. The faculty advisor could check KSAR to see if this results from lack of payment.


Persona

Helen Kopter

Parent

47

ScenarioView Finances

A parent would like to see the current account status (balances) and the detailed list of transactions. The appropriate results depend upon (1) FERPA compliance, (2) permissions the student gave for disclosure to parent or parents, and (3) other privacy considerations (such as HIPPA if medical data is included in the KSA transaction. The student would have to be registered for authentication and authorization for a level su� cient to provide access.

Online Payments

A parent may wish to make an online payment. This would be similar to online customer service for the student. The parent would need to have additional descriptive information, such as the name of a department rather than the abbreviation, to make the screen content understandable. The system could either wait for the electronic transaction to update or provide a deferment until the payment has been received which provides the same e� ect as real-time updates.

Speci� c Payments

A parent may wish to apply payments to speci� c transaction types such as tuition. A limited set of these would implement this payment application; the payment application would then have to be processed using the same process as a student

Objectives

• Provide an excellent level of service to parents.

• Provide convenient processes for parents to make payments on student accounts.

• Comply with the laws and regulations that cover disclosure of student data to parents and guardians.

Concerns

• This implies an authentication and authorization service that includes levels of authentication and levels of authorization adequate for each potential user.

• The authentication and authorization service should support customer service representatives to provide assistance if self-service is not used or the parent has di� culty in its use.

• This will bring a set of problems where student restricts the level of authorization for parents and therefore what parents can see and do.

“Last year Madison lost her part time job and we needed to help out -- I wish we could have paid the bills on-line.“

“Madison is such a big part of our lives. We

just want to be there as she needs us“

One

Few

None

Low

None

Many

All

Expert

High

Exceptional

Student Accounts

Connected systems

Accounting

Student services

Customer service


request. Note a payment application could prevent the student from using the excess for any other purpose. Subsequent status review could show unapplied payment—a credit balance—and simultaneously a debit balance.

After completing a review of KSA information, the parent wants to know the student’s classes and grades. Here a “hand o� ” to the student records system would be helpful so the parent does not have to logon again.

FERPA regulations protect a student’s educational records, which

include grades, finances, and discipline records. Physical and

mental health records are covered by other policies, federal law

(HIPPA), and professional ethics. In general, professionals working

in these areas will not release student information except in

emergency situations. Students can choose to release information

from these records to a third party, but they must usually complete

a “Release of Information” (ROI) form.


Persona

Ben E. Fakter

Sponsor

41

ScenarioPay in advance

AThe sponsor—typically a business or government agency—wants to pay in advance for courses taken by the student. The sponsorship must not be refunded to the student if the student leaves the course, but any refund goes back to the sponsor

Pay after completion

The sponsor—typically a business or government agency—wants to pay after a course taken by the student has been completed. The student account would show the tuition and fees debit and a deferment. The sponsor is invoiced upon completion and payment made to the university. If the sponsor declines to pay, say the student left employment with the sponsor, then the student would be billed for the tuition and fees. (IBM here in Washington makes bulk payments; government agencies and some businesses make separate payment for each student upon completion).

Student does not complete

The sponsor has paid in advance and the student leaves the course. Here there is a tuition and fees charge and a payment, but now there may be a credit from tuition and fees paid by the sponsor. Depending upon the agreement the sponsor would

Objectives

• To support students who can be sponsored.

• To support sponsors by o� ering payment alternatives consistent with the sponsors need.

• To provide the processes that support alternative sponsored programs not described here.

Concerns

• Sponsors may have a number of di� erent policies about reimbursing universities and students; it may be di� cult to automate all of these processes. (80% of employers provide some sort of tuition and expenses reimbursement).

• To automate the resulting transactions may require additional processes in other university systems.

• Employer education program and employee education are subject to a number of regulations, especially the Internal Revenue Service. Incorporating these processes would require signi� cant additional resources and software

“Sixty-two percent of the students on the Quahog extension campus are our employees.“

“Our accountant mentioned that the

university doesn’t provide the data he needs for

federal reporting“

One

Few

None

Low

None

Many

All

Expert

High

Exceptional

Student Accounts

Connected systems

Accounting

Student services

Customer service


be refunded the amount of tuition and fess which leaves a debit balance that the student would be asked to pay. Another option would be to refund the balance after adjusting tuition and fees to the sponsor.

Advance retainer payment

The sponsor may be asked to pay in advance for a group of employees and pay the tuition and fees when each of the students complete the course. A transfer from the sponsor’s account to each student’s account can be used; the sponsor can access their account to determine for whom the payment has been made and the balance remaining.

A 2008 survey by Hewitt Associates LLC of 1,287 large employers found that

88% off ered some form of tuition reimbursement. The 2005 survey of 1,000

employers found that 75% off ered tuition reimbursement and 78% off ered

some form of education assistance. The average reimbursement amount

was $5,000. Their 1993 survey of 858 employers reported 99% providing

tuition reimbursement.


Persona

KSA Rating: 3.8

Dana N. Tyree

Administrative Liaison

63

ScenarioA Generating high volume batches

The Department prepares a “batch” of accounts receivable transactions to be sent for processing. KSA requires an identify batch number, a source (the department), count, sum and count of credit transactions and sum and count of debit transactions. These control totals are provided, usually by email, alerting the cashier’s o� ce to process the transactions. If there is an error, the Department will correct the error and resubmit the batch. This process is typically used when there is a large volume of transactions.

Processing single transactions

The Department may have situations where single transactions are processed. Some departments will have online access to enter transactions directly into KSA. The Department Liaison is responsible for developing the business processes, assisting sta� , and monitoring the resulting control totals for entries and those posted in KSA.

Integrating work � ow

Although the department is responsible only for its own transactions, a transaction may be based upon actions taken in another system. The Departmental Liaison is responsible for collaborating with other departments, developing the businesses processes, and training sta� on the combination of systems.

Objectives

• To provide a more than satisfactory level of service to faculty, students, and others served by the Department.

• To ensure productive integration with the business processes and systems of other departments and, if needed, external agencies.

Concerns

• Depending upon the business processes, the department may have access to several di� erent systems (e.g. student records, � nancial aid, student � nancial services, and memoranda). The authentication and authorization processes will need to be able to support access as needed yet maintain security of the administrative systems external to the Department.

• The systems should be integrated as envisioned by the Kuali architecture. This can be done if each system is integrated vs. combined into a single system.

• Training for the Department Liaison and sta� will need to be kept current with the functions of other systems that apply to their work.

“I think if we had access to real-time data from all the systems we use we could serve more students better.“

“I could work more eff ectively if I didn’t have to copy and paste information between systems.“

One

Few

None

Low

None

Many

All

Expert

High

Exceptional

Student Accounts

Connected systems

Accounting

Student services

Customer service

Monitoring processing for compliance

The Department and those departments with which it collaborates will need to comply with a number of di� erent laws, regulations and practices. The Department Liaison can be the person who is responsible for monitoring activities to ensure compliance. This implies broad knowledge of the regulatory environment.

Information Integration provides a way to consolidate real-time

information from multiple sources into a single interface, as if all the

information came from a single source. Customer and self-service solutions

can be made much more user-friendly from a single view of customers and

other business entities.


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KUALI STUDENT ACCOUNTS - immagic.com · Sigma Systems Inc. Version1.0publishedFebruary 10, 2012 • [email protected] 4 of 12 Persona Wanda Lyrn Student 21 Scenarios Student self