Overview
Background
The Social Responsibility and Sustainability (SRS) Team currently use a custom developed system called Cerebro as their CRM solution, however that solution no longer has any in-house technical support for the current custom CRM, and no plan to hire such resource in the future. This means the current CRM is at high risk of failing which would impact SRS being able to capture their reporting data. This project aims to onboard SRS to the IS (Service Management) supported University-wide Salesforce IRM service, based on CRM, providing support for all industry engagement. A feasibility study was completed prior to this project to ensure the viability of onboarding SRS.
Scope
- Business Requirements validation and prioritisation
- Solution options for Salesforce delivery of requirements
- Implementation and onboarding to Salesforce solution, including testing and training
- Data migration from existing CRM solution to IRM
- Engagement with Digital Skills and Training Team in ISG to manage and support the delivery of IRM training
- User Acceptance Testing
- Support Procedures and Documentation
- Data Privacy Impact Assessment
- Equality Impact Assessment
- Inclusion of Edinburgh Local within SRS implementation
Out of scope
- Decommissioning of Cerebro
Objectives and Deliverables
|
Objectives and Deliverables |
Priority |
Owner(s) |
|
O1 To undertake business and systems analysis to confirm requirements, propose solution options, draft a data mapping and specify the system design for approval |
|
|
| D1.1 Business Requirements and Acceptance Criteria Document | MUST | SRS |
| D1.2 Solution Options Grid | MUST |
IS Service Management Edinburgh Innovations IS Enterprise Architecture IS Project Services |
| D1.3 Draft Data Mapping from Cerebro to Salesforce | MUST |
Edinburgh Innovations IS Service Management |
| D1.4 System Design Specification for SRS processes in Salesforce IRM | MUST |
Edinburgh Innovations IS Service Management |
| D1.5 Presentation to IRM CAB | MUST |
IS Service Management Enterprise Architecture |
|
O2 To configure and test the IRM's functionality and data migration in a Salesforce 'sandbox' (TEST) environment |
|
|
| D2.1 Sandbox environment | MUST |
Edinburgh Innovations IS Service Management |
| D2.2 IRM configuration (including IRM events plug-in) | MUST |
Edinburgh Innovations IS Service Management |
| D2.3 Data Migration Process and Acceptance Criteria | MUST |
Edinburgh Innovations IS Service Management SRS |
| D2.4 Data Migration Test and Checks | MUST |
SRS IS Service Management |
| D2.5 User Acceptance Test (functionality and reports) | MUST | SRS |
| O3 To provide training and familiarisation for users | ||
| D3.1 User Guide | SHOULD |
IS Digital Skills IS Service Management |
| D3.2 User Training | MUST |
Digital Skills IS Service Management |
|
O4 To deploy the IRM system into a LIVE environment and hand over to support |
|
|
| D4.1 Updated/Refreshed Data Migration Checks and IRM configuration | MUST |
Edinburgh Innovations IS Service Management |
| D4.2 Data Migration and Checks | MUST |
IS Service Management SRS |
| D4.3 Functionality and Reports Checks | MUST | SRS |
| D4.4 Handover to Support | MUST |
Edinburgh Innovations IS Service Management |
| D4.5 System Documentation Update | MUST | IS Service Management |
| D4.6 Operational Level Agreement (OLA) and Service Manager/Business Service Owner Documents | MUST |
IS Enterprise Architecture Edinburgh Innovations IS Service Management SRS |
| O5 To provide assurance on user accessibility |
IS Enterprise Architecture Edinburgh Innovations IS Service Management |
|
| D5.1 Equality Impact Assessment (EqIA) | MUST |
SRS IS Accessibility |
| O6 To provide assurance on data security | ||
| D6.1 Update Data Protection Impact Assessment (DPIA) for Salesforce IRM | MUST |
SRS UoE Data Protection Officer |
Benefits
- Improved visibility and recording of engagement 'journey' with students, staff and other groups
- Gathering quantitative data to measure progress on several key University strategies, such as Strategy 2030; 2016 Climate Strategy; 2019 Waste Strategy; Social and Civic Responsibility Plan 2020-2030; 2020 Community Plan; as well as the Scottish Public Bodies climate change reporting
- Supports drive for students to study sustainably and for staff to embed sustainability into their work
- Contributes to relevant high profile research within the university
- Ability to report quickly and accurately on engagement and project metrics
- Complements and enhances existing Community Engagement work, Edinburgh Futures Institute, DDI and Edinburgh Innovations
Success Criteria
-
SRS team active use of Salesforce IRM
-
Key reporting in place within Salesforce IRM
-
Robust support procedures in place
-
Users confident in use of Salesforce IRM, with support from user guides
-
System in place for UN Climate Change Conference (COP26)
Project Milestones
|
Stage |
Milestone |
Due Date |
Previous Date |
|
Plan |
Planning |
06-Aug-21 |
09-Jul-21 |
|
Deliver |
Delivery |
29-Oct-21 |
08-Oct-21 |
|
Close |
Closure |
19-Nov-21 |
22-Oct-21 |