Enhance Ask UCPath Initiative
This enhancement includes the New Employees and Submitters Case Submission Form project and Enable Reopen Case Functionality project.
Employees Case Submission Form Project
- Employees Case Submission Form Project Goals
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This project will:
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Simplify the employee user experience when submitting an inquiry/case through Ask UCPath.
- Reduce duplicate cases by displaying recent open cases before starting the case submission.
- Eliminate the topic and category data entry requirements for employees and transactors.
- Implement a solution that automatically determines the topic, category, and subcategory.
- Route cases to the correct queue.
- Provide users with an accurate service level agreement.
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- Why are we implementing this project?
- To simplify the employee user experience when submitting an inquiry/case through Ask UCPath. This simplification will reduce duplicate cases by displaying recent open cases before starting the case submission. Removing the requirement to enter the topic and category data entry requirements for employees and transactors we will simply the submission process and support employees with knowledge articles to reduce issues that could be solved without a case. The case assistant will automatically determines the topic, category, and subcategory for the submitter which will improve the routing of cases to the correct queue.
Enable Reopen Case Functionality
- Enable Reopen Case Functionality Project Goals
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This project will:
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Improve the existing custom pending case closure/follow-up case functionality and process with a solution that provides employees and location submitters the ability to reopen cases.
- Establish a consistent process for reopening closed cases applicable to all case types.
- Ensure that historical information within the original case structure is displayed.
- Enable employees to reopen a closed case within a 12-month timeframe from the
original date of closure (restriction of up to 3 reopens for each individual case).
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- Why are we implementing this project?
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We are implementing this change to improve the existing custom pending case closure/follow-up case functionality and process with a solution that provides employees and location submitters the ability to reopen and close their own cases. This will allow cases to be reopened for up to 12-months with a limit to reopen three times. Case history will be kept together limiting confusion and duplication of cases.
Change & Training
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How will New Employees Case submission Project impact me?
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New Employees Case Submission: All employees will see the following changes:
Current State
Future State
- Employees have to select topic and category which are not always intuitive
- Cases are not consistently classified at the time of submission
- Cases require manual updates by UCPath Center case owners to route cases
- New "Ask UCPath" web page with case submission assistant
- Enhanced "Quick Search" for fast access to frequently used content
- Streamlined knowledge base/help library integrated into case submission.
- Easy to access resource links
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How will Enable Reopen Case Functionality Project impact me?
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The Enable Reopen Case Functionality has been delayed until April 2024
Enable Reopen Case Functionality: All employees and those with SOBO access will see the following changes:Current State
Future State
Users are notified of "Pending Closure" state and must "Request Review" if they need more action or when a case is not fully resolved.
No ability to close user's own cases.
Disjointed tracking of closed and request for review cases leading to multiple cases.
- Users will be able to reopen closed cases.
- No longer using "Pending Closure" and "Request Review" states. UCPath Center will simplify to Closed, Open, Reopen states.
Users will be able to close their own cases.
Cases will be able to be reopened allowing for more concise tracking of information.
- What is the timeline for these projects?
- System Testing: November 2023 – December 2023
User Acceptance Testing: January 8, 2024 – February 16, 2024 ( Handled by project team)
Go-Live: April 15, 2024
*Dates are subject to change. - Are there training resources projects?
- Training Resources
Infographic of project current and future states