CRM for non-profits is focused on maintaining a life long relationship

Report
UCSF Fundraising
System Replacement
Project
University Development and
Alumni Relations
Steve Downs
Executive Director, Financial Services and
Administration
Debbie Anglin
Senior Director, Information Management
February,, 2012
Constituent Relationship Management
• CRM for non-profits is focused on maintaining a life
long relationship with the constituent (Donor,
Alumni, Volunteer) and the organization
• CRM for UCSF is the responsibility of more than the
development/alumni relations officers. Every
encounter the constituent has with UCSF is an
opportunity to influence the constituent’s
relationship with UCSF, positively or negatively.
• A CRM system for UCSF must be an enterprise
system that informs how we interact with each
constituent and how the constituent prefers to
interact with us.
Contributor Life Cycle
Prospect
Research
Prospect
Management
Alumni Relations
Events
Social Media
Communication
Volunteers
Faculty
UCSF Administrators
Donor Relations
Development Officers
Faculty
Student Beneficiary
Physicians
UCSF Administrators
Volunteers
Events
Annual Giving
Major/Principal Gifts
Gift & Endwoment Planning
Alumni Relations
Events
Social Media
Communications
Volunteers
Faculty/Campus
Administrators
Personal Solicitations/Proposals
Direct Mail/Telemarketing
Appeals
Gift Receipting
Gift Acknowledgement Letter
Donor Honor Roll
UCSF constituents can have multiple
relationships/connections within the
university.
To see the complete picture we need an
enterprise CRM system that tracks the
relationship across the university
History
• The current Fundraising and Constituent
Relationship Management system was
implemented in 1999 and is built using Oracle/
PowerBuilder client server technology.
• This system does not currently support the
growing business requirements of the campus
leadership, University Development and Alumni
Relations (UDAR), the UCSF professional
schools and Medical Center.
• The system requires extensive technical staff
resources to deliver UDAR’s business
requirements
History
• There are many manual processes used to
manage prospects and process donations that
are inefficient and lend themselves to error due
to the constraints of the system
• With more automation of workflow, there is
opportunity to speed administrative processes
and improve the quality of information managed
in the fundraising system.
Fit Gap Analysis of the Current System
• UDAR worked with ITS to conduct a
Fit/Gap analysis to determine how
well the current system was meeting
UCSF’s fundraising and alumni
engagement business requirements
• We vetted our analysis through
Opinder Bawa, CTO – SOM/ITS
Project Objectives

Capitalize on the benefits of shared and readily
accessible Development data across UCSF

Create an on-line presence that increases engagement
of university constituent

Utilize the enterprise system model to improve
effectiveness

Deliver a system that meets UCSF compliance needs

Support a comprehensive multi-billion dollar
campaign to increase private philanthropic support to
the university
Inclusive Process
• We will present our findings and business
case to the following UCSF committees to
understand how best to incorporate the
system/business needs of the Schools,
Department and Medical Center.
– Committee on Business Technology
– SOM MSO Group
– Enterprise Architecture Application Group
– System and Technology Advisory Council
– Information Technology Guidance Committee
• It is our hope that once vetted through these
committees, ITGC will present the business
case for funding to the Chancellor’s Executive
Committee
Fit/Gap Analysis Results
The following table summarizes how well the current system meets future needs:
#
Short Name
Fit/Gap
1
Enterprise Access to Constituent
Information
0%
2
Streamline process for updating
donor biographical records
50%
3
Gift Administration
4
Business Intelligence/Reporting
50%
25%
5
Utilize Web Social Media /
Mobile
25%
6
Integrate with External Systems
25%
7
Alumni Relations
8
Annual Giving
25%
25%
9
Gift Planning
25%
10
Corporate and Foundation
Relations
25%
11
Donor Relations and
Stewardship
50%
12
Major/Principal Gifts
25%
13
Prospect Management
25%
14
Volunteer Management
25%
UDAR Information Systems Environment
Med Ctr
Med Ctr
External
Schools
Finance
Student HR
FinanceSystems
HR
Systems
and
Daa System
System System
System(Concierge,
System Institutes
(Concierge,
Finance)
(NCOA)
Finance)
Schools
Online
UBOC
and
UBOC
Donations
Institutes
Alumni
Online
Portal
Donations
Alumni
Portal
Ruffalo
Cody
Advance (DASP – Production)
DASR (RPT)
DAST Testing
iModules
Vendor Dat
a Directory
Convio
Alumni
Weath Engiine,Alumni Event
On-line Giving
CAPWiZ Registration
Email Blast
Social Network
iModules
Alumni Directory
Alumni Event
Registration
Social Network
Crystal
Report
Server
ADM
QAS
Match-It
Document
Management
Address
Validation
Dup Record
Identification
Investment for the Future
• University-wide investment to:
– Provide an enterprise wide system to manage
constituent and donor relationships across the
university
– Track all information about constituents seamlessly
in one book of record
– Enable better information integration with the
university’s administrative and financial systems
– Enhance our online presence to improve the alumni
and donor experience
– Reduce supplemental and shadow systems
– Meet UCSF compliance needs effectively (e.g.,
security, HIPAA and financial reporting
– Enhance and leverage e-communication, online/Social Networking presence
Vendor Solutions Being Reviewed
• Sungard Advance Web application
• Blackbaud Enterprise Constituent Management
System
• Salesforce.com
• Sage Software Millennium System
• Budget request will range between $900K and
$2.3Million based on selected vendor
13
Phase I – Timelines
Project Milestones – Phase I
Target Date (02/28/2012)
•
Project Start
09/15/2011
•
Finalize Subject Matter and Technical User Groups
10/14/2011
•
Business process review and requirements
gathering
11/18/2011
•
Complete Business Process Flowcharts & Business
Requirements Documents
12/31/2011
•
Complete Gap Analysis
01/30/2011
•
Identify System Solution Options
01/31/2012
•
Draft Business Case and Budget for Proposed
Solutions
Present Business Case and Budget to ITGC
3/15/2012
•
4/1/2012
UDAR System Replacement
Project

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