ActionAid UK



New CRM systemRequirements documentSeptember 2020Version 1.0533400-83185Commercial in confidence: This document is confidential and is intended solely for the use and information of the organisation to whom it was originally issued.020000Commercial in confidence: This document is confidential and is intended solely for the use and information of the organisation to whom it was originally issued.Document historyVersionDateAuthorRevision1.04.9.20Li Ming ChinApprovalsThis document requires the following approvals:NameTitle Signature Date of issueVersionDistributionThis document has been distributed to:NameTitle Date of issueVersionContents TOC \o "2-2" \h \z \t "Heading 1,1,Apdx H1,1" 1.Introduction PAGEREF _Toc50640509 \h 12.Purpose of Requirements Document PAGEREF _Toc50640510 \h 23.Background PAGEREF _Toc50640511 \h 34.Summary of Project Goals PAGEREF _Toc50640512 \h 65.Deliverables PAGEREF _Toc50640513 \h 76.Functional Requirements PAGEREF _Toc50640514 \h 12Functional Req 1: Support Record & Relationship Management PAGEREF _Toc50640515 \h 14Functional Req 2: Communication Management PAGEREF _Toc50640516 \h 21Functional Req 3: Child Sponsorship PAGEREF _Toc50640517 \h 23Functional Req 4: Philanthropy and Partnership PAGEREF _Toc50640518 \h 33Functional Req 5: Events and Community PAGEREF _Toc50640519 \h 38Functional Req 6: Legacy PAGEREF _Toc50640520 \h 42Functional Req 7: Campaigning activity PAGEREF _Toc50640521 \h 47Functional Req 8: Trade Products PAGEREF _Toc50640522 \h 49Functional Req 9: Payroll Giving PAGEREF _Toc50640523 \h 52Functional Req 10: SMS Giving PAGEREF _Toc50640524 \h 53Functional Req 11: Lottery PAGEREF _Toc50640525 \h 53Functional Req 12: Inventory System PAGEREF _Toc50640526 \h 55Functional Req 13: Supporter Contact PAGEREF _Toc50640527 \h 57Functional Req 14: Digital Marketing PAGEREF _Toc50640528 \h 59Functional Req 15: Source/Product Management PAGEREF _Toc50640529 \h 60Functional Req 16: Reports & Triggered Workflows PAGEREF _Toc50640530 \h 62Functional Req 17: Finance PAGEREF _Toc50640531 \h 63Functional Req 18: Data Protection PAGEREF _Toc50640532 \h 69Functional Req 19: AA UK Website and Payment Platform Integration PAGEREF _Toc50640533 \h 717.IT & General Requirements PAGEREF _Toc50640534 \h 73Appendix A– Context Diagrams & Process Maps PAGEREF _Toc50640535 \h 81Appendix B– Elaborations & Examples PAGEREF _Toc50640536 \h 100Appendix C– Data Warehouse PAGEREF _Toc50640537 \h 112Appendix D– Glossary PAGEREF _Toc50640538 \h 118 TOC \o "2-3" \h \z \t "Heading 1,1,Apdx H1,1,Style Heading 1 + 12 pt Dark Blue,1" IntroductionThis Requirements document sets out the key requirements for a new CRM system for ActionAid UK. The document is set out under the following main headings:Purpose of the document, which explains the reasons for the document and how it will be used during the selection and implementation of the new CRM system Background, which provides an overview of ActionAid UK’s work and the context for the new systemSummary of project goals, which presents the overall aims for the project including criteria against which suppliers and systems will be assessedDeliverables, which lists the project deliverables and responsibilitiesRequirements:Functional requirements, which describes the key processes and other requirements that the new system needs to supportIT & General requirementsThe document is supported by appendices including:Key process flowcharts Example documents and reportsAll information contained in this document is confidential to ActionAid UK. Purpose of Requirements DocumentThe requirements document will be used throughout the project:During the selection phase: to record the processes and high-level requirements; to analyse the ability of software systems to support the processes; to prioritise the functionality requirements (considering factors such as priority, cost and time to implement)During the implementation phase(s): to monitor delivery of new processes and software to support the processes; to record any changes in requirements; to phase the implementation based on agreed priority for each of the functionality requirements.During programme review phases to assess whether our requirements have been adequately metThe purpose of the document is to:Capture requirementsIndicate criticality to project successManage changes to requirementsProvide a reference point for traceability.BackgroundActionAid UK is the largest funder of the ActionAid Federation, and as such plays a key role in the federation’s global fundraising. ActionAid UK is dependent on systems and technology to deliver the key strategic objectives and the implementation partner will play a key role in supporting our ambitions laid out in our 5-year strategy “Together, with women and girls”. We are currently running two supporter databases; a bespoke Oracle based system called Infobase, that has been developed in-house over the last 22 years, and Raiser’s Edge, used for relationship management by our Major Donor, Trusts and Corporate teams in our Partnerships & Philanthropy (P&P) department. We have committed to a new CRM Programme to integrate our disparate systems and to ensure that we have robust Customer Relationship Management (CRM) and Business Intelligence (BI) systems and tools in place. This will allow us to be flexible, innovative, provide exceptional supporter experience, relationship management and provide insight from our data to ensure that we are evidence led and using this to drive our fundraising and marketing programmes.Our ActionAid UK Strategy 2018 – 2022 and The Resource Mobilisation Strategy commits to embedding a ‘Digital First’ culture into all voluntary fundraising activities. In order to achieve this, we must invest and update our CRM and BI systems and tools. This programme is laying the groundwork for growth to enable this to happen in the next strategy period.A core part of our CRM programme has been the development of a Data Warehouse. This will provide us with a single source of truth to improve our reporting and decision-making capabilities, and critically to aid in data migration to our new CRM solution. Our Data Warehouse has been built in PostgreSQL and is running on a Linux server.The CRM programme is being overseen by a CRM steering committee, and led by CRM Programme Manager, with a Senior Responsible Owner representing ActionAid internally. Two CRM Workstream Manager roles have been created to cover Solution Development, and Change, Communications and Engagement respectively. The Workstream Manager – Solution Development will also directly manage the relationship with our implementation partner. The development of our Data Warehouse sits alongside the CRM solution in our Development workstream under this same Workstream Manager.Child Sponsorship is AAUK’s single biggest source of income at present, and this is also true for the ActionAid federation as a whole. This is a complex area for any CRM to manage, so needs special attention. Additionally, ActionAid International are developing a new global child sponsorship database. The timing of this is imprecise, but testing of data flows and how users can interact between the two systems will be important.Project ScopeActivities that are in scope for this programme include:?Contact relationship management with individuals, financial supporters, other organisations, influencers, and suppliers. ?Supporter management ?Production of reports and analysis of data?Event management?Management information ?Campaign and appeal management ?Communications and mailings, including bulk mailings to supporters?Legacy administration?Marketing automation ?Digital integration?Lottery management ?Finance and Income processing?Child Sponsorship commitment management ?Fulfilment Additionally in scope is a change management process to support staff through this programme, and systems change required to deliver functionality and reporting relating to the above activities. Integration with 3rd party systems that we use for our website, Data Warehouse, Child Sponsorship database, taking payments, contact centre operations, engaging in campaigns, and management of our finances is also in scope, but any unrelated development of those systems isn’t.Summary of Project GoalsProgramme ObjectivesDeliver a new platform CRM solution to replace our existing two databases (Infobase and Raiser’s Edge) and to integrate with our other systems including our Data Warehouse, our finance system (Sun), our international Child Sponsorship database and our website.The main – tangible – outcomes will be to: Appoint our chosen CRM implementation partner in Q4 2020Deliver against our detailed implementation plan, overall timings and budgetDeliver against our technical requirements specificationSuccessfully complete the migration of data from our data warehouse to the new systemDeliver a programme of cultural change that brings users and our wider staff body along with us and allows us to realise the potential of a new CRM platformHave trained all users and arranged a programme of ongoing training Have in place suitable arrangements for post-implementation maintenance and supportSuccess criteriaOur success criteria are to have delivered on our programme delivery objectives, plus the key programme benefits that we mapped out in our Vision workshop in June 2020. These are:Improved income generation opportunities Improved supporter experienceMore agile in supporting new product developmentMore engaged audiencesImproved evidence base/test and learn decision makingImproved staff experienceAssured complianceDeliverablesThe table is to show the key expected deliverables during the lifecycle of the project and to show that the organisation recognises that the project will be carried out in partnership with the chosen supplier. Some of the deliverables will be directly attributable to one of the parties, but some will require their joint input and responsibility.IDDeliverableAdditional InformationProvided byBusiness Analysis and Requirements DefinitionDocumented current and future processes with suggestions for future improvements.ActionAid UKDetailed Design (Detailed journey maps, report definitions, integration specifications, external portal design etc.).Supplier is expected to further the definition work started through interviews, workshops etc.The supplier with substantive input from ActionAid UKChange Management (implementation of new business processes, training, impact and change by office/central team, communications, feedback loops).Supplier is expected to contribute to and be aware of the associated culture change. The ActionAid UK Workstream Manager – Change, Communications and Engagement with support from the supplier.DevelopmentInitial system development, data import, testing followed by iterative build, integration and bespoke development. ActionAid UK has proposed a 12-18 month implementation to take into account revisions to processes and other change management activities.The supplier with feedback from ActionAid UKUser Acceptance Testing (UAT), provision of data, all end client provisioning.ActionAid UK will provide and format all data and content.The ActionAid UK Workstream Manager – Change, Communications and Engagement with input from the supplier.Fully documented set of API?endpoints to meet integration requirements with AA website and?third party?payment platforms.Full AA website and?third party?payment platforms integration requirements will be defined separately with the supplier.?The supplier (with support from the ActionAid UK Project team).DataData profiling and data architecture.The source data will reside in our data warehouseThe ActionAid UK Workstream Manager - Development with substantive input from AAUK Head of Data and the supplier.Data migration.Import of data from the current systems.Supplier with data provided by ActionAid UKData exchange with other systems.ActionAid UK Head of Data with substantive input from supplier and Workstream Manager - Development.TestingTest plan and acceptance criteriaAdvice and good practice examples expected from the Supplier.ActionAid UK Workstream Manager – Change, Communications and Engagement, with substantive input from Workstream Manager - Development.Testing completed and signed offWorkstream Manager – Development and Supplier.DocumentationTechnical system documentationSuitable handover documentation of the service must be provided to ActionAid UK support teams, this must include architecture artefacts, service support documents etc. Support teams must be part of the handover process.SupplierOnline helpSupplierUser manuals/materialsActionAid UK Workstream Manager – Change, Communications and Engagement and SupplierTrainingTraining collateral (and some delivery) customised by audience and journey.This will change the way people work, and we would expect a first cut of training by the supplier to the core project team initially. The training will need to clarify new business process as well as tool use.ActionAid UK Workstream Manager – Change, Communications and Engagement with support from the supplier.Training for “Power users”.ActionAid UK expects to provide at least 1st line support services leaving the supplier to play a 2nd and 3rd line and ongoing development role. However, the supplier should define what local administrators / configurers are able to do.ActionAid UK Workstream Manager – Change, Communications and Engagement with input from supplier and the Workstream Manager – DevelopmentTraining of support team To be trained as part of the service implementation to support and maintain the system.Project ManagementAs would be expected: highlight reports, project planning, change/issue management, Supplier’s quality plan, etc. specifics to be agreed when setting up contract.The supplier project manager will be expected to attend internal steering committee meetings and co-ordinate all planning activity with the ActionAid UK Project Manager.The ActionAid UK Workstream Manager – Development and Supplier Project Manager. Contracts with chosen supplierThe ActionAid UK Workstream Manager – Development and Supplier Project Manager.Continuous DevelopmentOngoing development, release management, backlog/code management.ActionAid UK expects to continue to develop the CRM post implementation. Supplier with substantive input from the ActionAid UK Workstream Manager – DevelopmentAccount management, new product features/vendor-imposed change, service desk and technical support.As well as providing support role ongoing ActionAid UK also expects the supplier to help with product upgrades, new features and general systems management.Supplier with input from the ActionAid UK Workstream Manager – DevelopmentFunctional RequirementsThis section details the functional requirements for a new system based on the current business processes. Staff expect that the new system will enable ActionAid UK to refine and improve these processes to meet the project aims and success criteria, with the addition of new and different services and initiatives in the future. The functional requirements are supported by appendices (process flowcharts and example documents and reports) where appropriate.The functional requirements include:Supporter Record and Relationship ManagementCommunication ManagementChild SponsorshipPhilanthropy and PartnershipEvents and CommunityLegacyCampaignsTrade ProductsPayroll GivingSMS GivingLotteryInventory SystemSupporter ContactDigital MarketingSource/Product ManagementReports, Selections & Triggered WorkflowFinanceData Protection This section also includes general and IT requirements for the new CRM system.The supplier should provide a full specification for their proposed system, including details of any built-in reports and whether the design of any custom reports is included in the quoted price. Please list the number of built-in reports, their names and a brief description of the report content.Suppliers should indicate whether the requirement in each numbered section:Can be met as-stated, using standard facilities within the proposed package.Can be met by a minor modification to the package for which there would be no charge to ActionAid UK and no implications for the application of system updates and new releases.Can be met by significant and chargeable modifications and may or may not have cost implications (e.g. re-test) on application of system updates and new releases.Can be met by using a third-party product (e.g. report writer, addressing software).Can partly be met using standard facilities within the proposed package but there are limitations (e.g. requirement is for multiple addresses per contact but the software only supports three).Cannot be met.Please provide a separate narrative to explain any responses given as ‘b’, ‘c’, ‘d’ or ‘e’.: Support Record & Relationship ManagementAAUK records and maintains contact with individuals and organisations that support ActionAid’s causes and campaigns that could be financial (e.g. donation) or non-financial (e.g. sign a petition, enquired about an event). They include, but not limited to the following:Financial donorsEvent participantsTrade customersLegacy pledgers and giversLottery participantsCampaigning participantsStaff of organisationsEnquirers SchoolsTrustsCorporatesGovernment bodiesIDRequires a system thatAdditional informationa b c d e fSupplier notesEnables staff to record data about all contacts and involvements supporters have with AAUK at first & subsequent contact. These supporters could be an individual or an organisation; financial or non- financial.Refer to Appendix REF _Ref49860642 \w \h \* MERGEFORMAT B1.1 - REF _Ref49860642 \h \* MERGEFORMAT Supporter/Organisation ClassificationSupports staff in maintaining a whole picture of the individual/corporate and enables staff to personalise the experience, based on the supporters' needs and wishes.Ensure the data is captured once, whatever the channelIncluding supporting staff in recording data consistently e.g. through mandatory fields, validation of the field in comparison with others and mutually exclusive values.Provides a holistic 'at a glance' view of supporters’ basic engagement information (e.g. Type of supporter, donation to date, last 6 months of donation and communication history)Supporter Record Creation requires the following functionalities:Refer to REF _Ref49427281 \h \* MERGEFORMAT Context Diagram 1 – Supporter Creation (CD 1.1)Refer to REF _Ref49427357 \h \* MERGEFORMAT Process Map 1 – New Supporter Creation (PM 1.1)Supporters can be created individually, or mass uploaded into the system. Allows selected staff to be able to create new supportersOther than the typical contact details, the system needs to also allow additional entry of:Multiple addresses (ability to annotate what these addresses are for)Foreign addressesSocial media handlesDate of BirthAllows mass upload of supporter details with ease. System should not be cumbersome.Agencies we work with recruiting supporters usually have individualised templates for mass uploadIntelligently check through the First & Last Names and bring to staff attention if names included title or words like Aunty, GrandpaWords to be checked should be a library that is build up over timeCreates customised template to be mapped with ease based on agency's requirements for mass upload.Checks for duplication in supporter record and alert staff for intervention. This should apply for all manner of supporter creation.Produces duplication report.Agency who recruit for us are paid by new supporter or new product signed up, the report helps to prevent unnecessary charges made to agency.Checks that every supporter is genuine, especially when signed up through AAUK website. A genuine supporter would have made an enquiry, taken a financial commitment, set up a just giving page or corresponded with an AAUK staff.These sign ups could potentially be held in a holding area till proven genuine.Allows deletion of a supporter record only if no activities/ donation record has been associated with the supporter yetInteract with PAF system to ensure accuracy in addresses keyed inSupporter with Restriction requires the following functionalities: Record supporters with restriction and is able to have status reflected prominently when viewing supporters' data. (Note: Only the status should be visible. Details of the restriction is only accessible to a handful of staff)A restriction would limit the way a supporter can interact with AAUK and our products Supporters under restriction will require manual review by staff before participating in AAUK's product/event (e.g. Lottery)In essence this requirement relates to an individual in either permanent or temporary vulnerable circumstances.Highlights any registration/ donation / participation by 'restricted' supporter so that staff can manually process them.Allows staff that have permission to add, edit and view the details of the restriction.Captures the following restriction dataDateReason for restriction (Drop down selection)Who requested the restrictionPermanent or Temporary restrictionSets notification trigger date for staff to review any temporary restriction and lift restriction when applicableAllows clarity and flexibility in managing relationship between individuals and organisationsExample of relationships are:Individuals are staff of an organisationAn Individual is related to another individual (e.g. Spouse, Personal Assistant)An organisation is related to another organisation (e.g. a trustee company that manages a trust)Bars certain supporters’ information and only allow access by selected staff. (e.g. P&P donors where extensive research is done on them)Link organisation and their associated HQ and departments so that within the CRM we can identify the hierarchical relationship between them.e.g. If a school participates in an event with us, they could belong to a group of a school governing body. We want to be able to record the event a school has taken. And also, then to zoom out to the school governing body and look at maybe the total funds received from all the schools under the governing body.Provides flexibility in identifying and updating the multiple roles a supporter could have. A 'start' & ‘end’ date should be associated with each role assigned.e.g. a supporter can be a campaigner, an individual donor and works in a foundation that supports AA UKAmalgamate duplicate records. No data should be lost in the process. The duplicated record either needs to be disabled or deleted. System needs to also capture that the existing record has been amalgamated.e.g. a supporter may have signed up with 2 different e-mail addresses and over time we realise they are the same person. The 2 records should be combined into 1 record. Can identify supporters that are no longer active, give them a 'lapsed' status and cancel any opt-in communication.Indicate and capture the date & source when a supporter has 'Gone Away' or is 'Deceased'.Both groups of supporters may continue to up-keep their regular donations. Records should not be made inactive until financial commitment ceases.Gone Away supporters are supporters that no longer contactable (e.g. wrong postal e-mail address).Map new supporter reference number to old system (Infobase and Raiser Edge) supporters reference number: Communication ManagementAAUK records all communications with supporters. Communication with supporters could be verbal, written and could take place through various mediums like e-mail, SMS text, phone call, physical letter, social media, inperson meeting, etc. These communication records are two-way; supporters contacting AAUK, or AAUK reaching out. AAUK will also respect supporters’ communication preferences and will abide by the request unless there are legitimate reasons otherwise (e.g. essential admin). IDRequires a system thatAdditional informationa b c d e fSupplier notesSupporter Communication Record requires the following functionalities:Log all communication (call, e-mail, web chat, letters and etc) against a supporter’s detail and indicate clearly the type of communication and record the date and a synopsis of the communication (if required)Attaches email and its response threads seamlessly from Outlook 365 and Contact Centre system e.g. Ignite to the supporter record in CRM.Easily retrieve and read through the communication historyCommunication Preference requires the following functionalities:Record supporters' communication preferences and the channel source (e.g. Website, agency, call in, Just Giving and etc)Communication preference includes email, phone, text and postUpdate communication preferences and record date of changePrevents any marketing communication to be sent to supporters who have chosen to opt out of communication or to Gone-Away & Deceased SupportersRecords supporter communications preferences in a way that can be selected at channel level, and/or in a more granular way such as areas of interest, or in choosing?to receive selected communicationsA supporter is only interested in receiving campaign related communication but not donor related communication even though he/she is a donorOr a P&P donor has a more personalised approach and may not receive generic mass communications.Able to temporarily disable a certain communication type and reinstate it after a certain dateA supporter could be travelling for 3 months and do not want to be contacted via text.: Child SponsorshipChild Sponsorship is the largest income generating fundraising ‘product’ for AAUK, and also the ActionAid International federation as a whole. AAUK works in partnership with AAI on the child sponsorship programme of which AAUK’s primary responsibility is to find supporters to sponsor children where portions of the sponsorship monies are channelled to the children’s community which is commonly referred to as a Local Right’s Programme (LRP). AAUK requires a CRM that can integrate with AAI’s Child Sponsorship Management System (CSM); to be able to administer all elements of the child sponsorship programme and manages child to supporter (and back) relationships. Hard copy profiles of children to be sponsored are generated by our UK team, and this contains a photo and welcome message from the child. This is then sent to a supporter in their welcome pack.IDRequires a system thatAdditional informationa b c d e fSupplier notesManages all elements of child sponsorship and is able to interface/integrate with AAI’s CSM system for any child profile/status updates and changes. Data exchange is preferably to be real time or exchanged on demand.Will be future proofed for potential full API between CRM and AAI CSMThe AAI CSM system is used by countries to manage child sponsorship and its related products and is also a planning tool between funding affiliates and countries. The AAI CSM system is still under development and is slated to be soft launched in phases in the first half of 2021.Child Recordrequires the following functionalities:Refer to REF _Ref49427318 \h \* MERGEFORMAT Context Diagram 2 – Child Record (CD 2.1) Upload (Sync) child assigned to AAUK for sponsorship from the AAI CSM system. Common fields should be auto populated in the CRM system.Refer to Appendix REF _Ref49930482 \r \h \* MERGEFORMAT B2.1- REF _Ref49930482 \h \* MERGEFORMAT Child RecordAllows ease and flexibility in looking up child records to support any queries responds to supporters; generate reports where necessaryPrevent a child to be linked for sponsorship if: Status is not at "Active".Profile is greater than 2 years oldWelcome Child Message is not AvailableProvides notification alert when children’s availability are running low for a particular country, age and gender.Check for child record duplication and prevent creation in the event of duplicationKeeps an audit record (time stamped) of child status changeUpdate sponsorship availability (location, gender, age) on websiteChild Profile Managementrequires the following functionalities:Generate child profile through a complex 'mail-merging' system using the child profile content and LRP Information packRefer to Appendix REF _Ref49935663 \w \h \* MERGEFORMAT B2.2 - REF _Ref49935663 \h \* MERGEFORMAT Child Profile – Mail Merge SystemAllows flexibility in designing the child profile; embedding pictures; customisation of layout depending on target audiencesGenerated child profiles are kept digitally against the child record and can be reproduced anytime.Tracks and triggers an action for a child profile update when child profile becomes expiredRefer to REF _Ref49427407 \h \* MERGEFORMAT Process Map 2 – Child Profile Update (PM 2.1)Updated child profile content can be over-written. However the old digitalised child profile created previously should be archived.Child Messagesrequires the following functionalities:Refer to REF _Ref49427412 \h \* MERGEFORMAT Process Map 3 – Child Messages (PM 2.2)Child Messages (CM) are received twice yearly from each country. AAUK will check and safeguard the messages before bulk mailing out to the supporters.Provides inventory support to track and manage child messages receipt and deliveryRefer to Appendix REF _Ref49935821 \r \h \* MERGEFORMAT B2.3 - REF _Ref49935821 \h \* MERGEFORMAT Child Message Inventory RequirementPrevent a child to be put up for active sponsorship if there isn't a valid up-to-date welcome child message & photo against their record. Child messages have a validity of 2 years.Allow staff to check the status of the child message easily to be able to respond to the supporter if they have a query about it.Supporters are often keen to know when their next child message will arrive.Is able to run reports on status, delivery and the quality of child message to both countries and managementRefer to Appendix REF _Ref49935895 \r \h \* MERGEFORMAT B2.4 - REF _Ref49935895 \h \* MERGEFORMAT Child Message (Bulk Mail) Sample ReportBulk upload scanned copy of child message using OCR to accurately link child message to a child recordRemoves unused child messages from the system after 2 years. System should be flexibile enough to change this time periodChild Media (Photo & Video)requires the following functionalities:Store all child media received from AAIRecord the date of the child's media receivedArchive/delete unused child media for children that has 'withdrawn' or 'deceased' status.Mark media that are used for profile, updates and marketing. Ability to tag what each media is used forAllows staff to run reports to check the inventory level of used and unused child mediaRemoves unused child media from the system after 2 years. System should be flexibile enough to change this time periodCountry / LRP Managementrequires the following functionalities:Set up Country and LRP information before any child from the LRP can be put into the CRM.Refer to Appendix REF _Ref49935964 \r \h \* MERGEFORMAT B2.5 - REF _Ref49935964 \h \* MERGEFORMAT LRP/ Country RequirementsDrives the behaviour of child's status depending on the status of the LRP.Accurately drives the child sponsorship funding financials associated with the LRP.AAI Funding Source Code which determines how a fund is distributed is held at the LRP level. So, a child who is being sponsored will have his/her donation channelled to the LRP they belong to.Allows LRPs to be enabled for prioritised marketing. There could be multiple LRPs that will be put up for priority marketingRefer to REF _Ref49936129 \r \h \* MERGEFORMAT FR 3.7.3 for auto matching requirementsHas a notification trigger to review LRPs in priorityRecords 'replacement LRPs' for ease of sporadic and mass transfer.New Child Sponsorshiprequires the following functionalities:Refer to REF _Ref49427415 \h \* MERGEFORMAT Process Map 4 – New Child Sponsorship (PM 2.3)Update the website on child availability by gender, country and ageRecords a supporter's child preference (age, gender, and country). A supporter may sponsor multiple children and thus may have multiple child preferences.This record will help aid future child match if a transfer happens.Auto match and link a supporter to an available child in accordance to set parameters. Manual linking is required if staff prefers to match a supporter and a child physically or when auto-match can't be done.Update AAI CSM system of new supporter record and new child linksAllows flexibility to customise welcome packs for supporters. These packs could take the form of physical or digital mail outs.The way we manage welcome packs could change over time. Tracks and ensure 1st payment is received or otherwise trigger a Recovery ProcessRefer to REF _Ref50035740 \n \h FR 17.7- Recovery ProcessOther CS Supporter/ Donor Relationshiprequires the following functionalities:Most supporters are financially supporting the child’s community they have sponsored. Typically, one child would have one supporter. However, there are peculiarities which we need the system to manage.Records a supporter paying for child sponsorship for another supporter. Financial records and Gift Aid will be held against the paying supporter. Supporter/ Child Relationship link against the Recipient munication to the paying supporter and recipient supporter will vary (e.g. Letters pertaining to payment will be directed to paying supporter, Child Message to Recipient Supporter, Action Aid Magazine to both supporters if they live in different household)E.g Grandparents (Paying Supporter) paying on behalf for a grandchild (Recipient Supporter).Records family nucleus supporting a child.There should be separate supporter record for each member of the family.Child are dual linked to each of the supportersChild Sponsorship Donation/Gift Aid could be split between the supporters Communications are often jointly sent and addressed (e.g. Mr and Mrs Smith)Family nucleus can refer to a couple jointly sponsoring a child.Note: At the moment, AA UK Current CRM (infobase) do not split family nucleus. They are held under one supporter record.Is able to 'dissolve the relationship' and maintain a single donor supporter to child relationship. System needs to be flexible to enable the change to pick which supporter continues the 'single' supporter journey whilst the other supporters retains the sponsorship history they had with AAUK.Manually creates these exceptional supporter relationships by staff.Transferrequires the following functionalities:Refer to REF _Ref49427419 \h \* MERGEFORMAT Process Map 5 – Child Sponsorship Transfer (PM 2.4)Manages transfer seamlessly by auto matching a new child to a supporter and generate the necessary communication letter.Transfer happens when a child is no longer available for sponsorship.Matches a child using different set of criteria in sporadic transfer than that of a new sponsorshipRefer to Appendix REF _Ref49938472 \r \h \* MERGEFORMAT B2.7 - REF _Ref49938472 \h \* MERGEFORMAT Matching a Child to a Sponsor in a Sporadic TransferEnables mass transfer in an event of a LRP closure.Capture the reasons for transfer on the child record.Generate letter automatically based on the transfer reasons provided by AAIStop Child Sponsorshiprequires the following functionalities:Refer to REF _Ref49427431 \h \* MERGEFORMAT Process Map 6 – Stop Sponsorship (PM 2.5)Stops child sponsorship automatically when repeated payments fails or manually when a supporter informs us and generates the necessary communication letter.Update AAI CSM system on changes in child sponsorship linksSupporter Correspondence & Gift to a Childrequires the following functionalities:Records all Supporter's correspondence and gifts received for the child. A supporter may sponsor several children thus, the correct child needs to be associated.Refer to REF _Ref49427434 \h \* MERGEFORMAT Process Map 7 – Supporter Correspondence & Gift (PM 2.6)Action Aid has an anti-gift policy for the child sponsor.Records that a supporter's letter has been redactedRecords the date of message receivedSupporter Queries and Complaintsrequires the following functionalities:Refer to REF _Ref50123729 \r \h FR 13.3- Case Management for managing queries and complaints AAI has a separate system that records any supporters’ queries/complaints that require a country response.Track outstanding responses from AAI SystemSaves a downloaded/retrieved copy of the correspondences between AAI countries and AAUK against a supporter: Philanthropy and PartnershipPhilanthropy and Partnership (P&P) manages high-value donors that give a minimum of ?5000/year. These donors can be individuals, trusts/foundations and corporates. Relationship management for these donors is more personalised and often requires a period of research and solicitation before they become AAUK major & principal donors. IDRequires a system thatAdditional informationa b c d e fSupplier notesProvides relationship management tools to solicit, cultivate and manage high value donors.Refer to REF _Ref49427339 \h \* MERGEFORMAT Context Diagram 3 – Philanthropy and Partnership (CD 3.1)Pipeline & Prospect Managementrequires the following functionalities:Refer to REF _Ref49427441 \h \* MERGEFORMAT Process Map 9 – Pipeline and Prospect Management (PM 3.1)Creates pipelines for the P&P staff to monitor and track the status of their prospect cultivation work.Refer to Appendix REF _Ref49943711 \r \h \* MERGEFORMAT B3.1- REF _Ref49943711 \h \* MERGEFORMAT Pipeline StatusTracks the progress and duration of the pipeline stagesEnables the P&P team to interrogate all the supporters' gifts history to identify potential large giversAllows donor/trust/corporate to be identified as follows: Differentiate donors who are able to give significant donations, but at different tiers.These donors can be further categorised into "Prospective" (still cultivating a relationship) or "Not Suitable" (will no longer pursue)Note: Ability to mass change the status.Generate reports for each pipeline status and its duration at each stage.Indicate members of staff (known as key-workers) working on the pipeline including additional 'secondary' key-worker assisting on the work.Include a percentage allocation of work effort for each of the keyworker so that income can be appropriated to their targetsEngagement Managementrequires the following functionalities: Sets up and records communication and activities such as phone call, meeting notes, attendance of events undertaken with a supporter.Refer to Appendix REF _Ref49943981 \r \h \* MERGEFORMAT B3.2 - REF _Ref49943981 \h \* MERGEFORMAT Correspondence & Activities RecordingLinks the engagement to a supporter record so that it can be referred back to easily.Differentiate engagement made as an individual supporter or as a staff member working for an organisation.e.g. an individual could be a CS supporter and an employee working at a trust. If a call relates to an individual querying about CS, this record should be referenced to the supporter's individual record, however if the engagement relates to business phone call, the reference is made to them being a member of staff to an organisationEnables one or more AA staff (known as keyworkers) to be assigned as the account holder to a donor/corporate. Keyworkers should be picked up from staff directoryResearch Recordrequires the following functionalities:Records research findings made on supporterRefer to Appendix REF _Ref49944324 \r \h \* MERGEFORMAT B3.3 - REF _Ref49944324 \h \* MERGEFORMAT Prospects Research FindingsIs able to run queries to pull out for example new pipeline opportunities; reach out to specific donors for emergencies appealProposal/Ask Recordrequires the following functionalities:Records proposals submitted, the status and the financialsRefer to Appendix REF _Ref49944392 \r \h \* MERGEFORMAT B3.4 - REF _Ref49944392 \h \* MERGEFORMAT Proposal/Ask ManagementIntegrates status updates with pipeline stages. (e.g. a status 'Declined' will trigger a change in the pipeline status)Allows attachment of proposal documentIncome Recognition, Pledging and Forecastingrequires the following functionalities:Records and reports accurately financial donation and pledgesRefer to Appendix REF _Ref49944440 \r \h \* MERGEFORMAT B3.5 - REF _Ref49944440 \h \* MERGEFORMAT Donation PledgingMeasures sales target for each keyworkerProvides a workflow between our finance team and P&P staff to record major donations coming in and allocate the right financial codes for accurate accounting. Soft crediting should also be made available when recording income.Refer to Appendix REF _Ref49944466 \r \h \* MERGEFORMAT B3.6 - REF _Ref49944466 \h \* MERGEFORMAT Income Tracking FormSoft Credit is a record of a donation a supporter did not actually make but has influenced it.Allows staff to indicate on the workflow if the donation is claimable for gift aid.Unlike typical donations where gift aid declaration is a blanket cover for a supporter, high value donations are dealt on a case basis.Ability to notify key workers when a pledge amount fails to come throughProvides financial forecasting tool that is able to pull incomes that are regular and ongoing; have been pledged and that are being worked on in the pipeline. 'Proposal' and 'Ask' in the pipeline should have a 'probability' factor rated against them.: Events and CommunityEvents and Community handles 2 types of supporters. Event supporters raise funds for AAUK through an event they participate like the London Marathon or go on an overseas trip to help build a school. AAUK provides stewardship support throughout the event. Community supporters are often a group of people that comes together to fund raise for AAUK on their own accord. AAUK supports them with tools, materials, and engaging content. IDRequires a system thatAdditional informationa b c d e fSupplier notesRecords all events and provides customisable stewardship journey for event supporters, capturing accurately the funds raised for the event.Supporters Record for E&Crequires the following functionalities:Captures supporters & their details when they have enquired or signed up for an event either online or offline.Records clearly a supporter current and past event participationBuilds customised stewardship journey for each supporterRefer to Appendix REF _Ref49959306 \r \h \* MERGEFORMAT B4.1 - REF _Ref49959306 \h \* MERGEFORMAT Customised Stewardship JourneyRecords all communication made with a supporterRefer to REF _Ref49959371 \r \h \* MERGEFORMAT FR 2.1 – Supporter Communication RecordTrack amount raised by the supporter for a particular event with the ability to break down registration fee, itemised fund raised, itemised gift aids and any other miscellaneous moniesTrack & trend supporter's motivation (reason) in supporting AAUK.Ability to link a supporters third party online fundraising page (e.g. Just Giving) and record the individual funds raised accurately against their recordFulfil supporters request for Fund Raising Resources and any Running vest though the inventory systemRefer to REF _Ref49959830 \r \h \* MERGEFORMAT Functional Req 12 REF _Ref49959836 \h \* MERGEFORMAT : Inventory SystemEvent Recordrequires the following functionalities:Refer to REF _Ref49427444 \h \* MERGEFORMAT Process Map 10 – Challenge Events and First Hand Experience (PM 4.1)Refer to REF _Ref49427448 \h \* MERGEFORMAT Process Map 11 – Community and Group Fund Raising (PM 4.2)Challenge Events are often organised by 3rd partyRecords basic events details (e.g. Name of event, Date , Type of event and etc)Records if a fund raising event is raised by an individual or an organisation.If an organisation, event and fund raised record should not be affected when the managing staff member leaves the organisation.If there is a federation with multiple subsidiaries raising funds for the same cause, soft crediting will be required between the subsidiaries and federationTrack the total amount of funds raised for an event with the ability to break down the details (e.g. fund raised, gift aid received, registration fee)Allow documents to be attached against an event (e.g. contract with a travel agency for a First Hand Experience) or against a supporter (e.g. insurance document)Access to sensitive documentation should be restricted when required Allows some details to be erased from the CRM automatically post event (e.g. Passport details)Allows e-forms to be e-mailed to supporters, tracked and collatedThis should be possible via outlook or a bulk e-mail provider.Indirect Donorrequires the following functionalities:Records donors into the CRM and indicate them as indirect donors (if they are new supporters)Indirect Donors relates to people who have donated to our supporter for an event they are fund raising for AAUK. The donation can come through an online fundraising platform e.g. JustGiving, physical cheques or other means of payment.Soft credit the donation against the donor’s record and co-relate the same donation to the supporter that has fund raised the amountReflect the communication preferences selected by the donor on an online fundraising system (e.g. Just Giving) onto the CRM if we set them up as new supportersGeneric Events Managementrequires the following functionalities:This function is not specific to the events team but will be used throughout the Fundraising and Marketing Teams.Creates an event and tracks the attendeesChurns out invitation letters/cards, name tags using mail mergeRecords guest of an invitee. Guest needs to be associated to the invitee. Note that guest may or may not be in the CRM recordTracks RSVPs and actual attendance to the eventTracks dietary requirements of all invitees and guests. Flexibility to remove dietary records post eventAllows attachment of documents such as budget, post event evaluation surveyTracks a donation or uplift to an existing donation related to the event attended: Legacy There are 2 aspects of Legacy. One is the marketing of Legacy where we try to encourage supporters to leave a legacy for AAUK. The other is the administering of legacies which relates to the process of identifying and collecting funds that have been left to us in wills. IDRequires a system thatAdditional informationa b c d e fSupplier notesRecords all elements of legacy whether is it a legacy enquiry, intent, pledge or administering a legacy left by a legator to AAUK .Record all communications (e-mail, phone, meeting, event) and review the history in association to the case or in-memory activityRecords all contacts, their details and the relationship they have with the deceased. (E.g. Funeral Director, Executor, Next of Kin, person raising the funds in memory of the deceased)Allows tasks/ reminder creations for staff to manage follow up actions in association to a case or in-memory activityStores documents received in relation to a case or in-memory activityLegacy Intent Pledge (Marketing)requires the following functionalities:Classify a legacy supporter based on the actions they have taken: Enquirer (Somone who has enquired about legacy)Intender (Someone who is keen to leave a legacy)Pledger (Someone who has left AAUK something in their will)Record the dates of which a supporter legacy pledge status changesRecord the date when a supporter has become a legator (date of passing)Capture the intended legacy amountRecord gift will pack or any communication sent to legacy supporterLegacy Case Administrationrequires the following functionalities:Creates a legacy case pipeline to track the status and progress of each case.Assigns staff to a legacy caseCaptures the date and source of new case.Refer to Appendix REF _Ref49961723 \r \h \* MERGEFORMAT B5.1 - REF _Ref49961723 \h \* MERGEFORMAT Type of Dates to captureRecord the type of legacies associated to a case. Note that a single legacy case could have more than one type of legacy within itRefer to Appendix REF _Ref49961757 \r \h \* MERGEFORMAT B5.2 – REF _Ref49961757 \h \* MERGEFORMAT Type of LegaciesRecords all income, expenditure and estimates associated with a case element (type)Depending on the type of legacy, the way of estimating/forecasting expected income is different.Allow changes to estimate figures. Changes should have a date stamp and reasons recordedMark out all legacies that are contentious with clear reasons being recorded and assign a risk level. Estimates of these cases should not be used in any finance forecast projection/ calculations until we receive final estate accountsIndicate all cases that are confirmed by executor or we have received final estate accounts so that accrual of income can happen.Records income restriction and allocate them accurately.Record added value income with associated date and reason for value addAdded value income are additional income received or reduced expenses as a result of case handler’s pro-activeness (e.g. Challenge and reduce legal fees; Negotiate for better property price) Forecast legacy income based on a set of adjustable formulas.Record when the case was last reviewed and the actions taken. Set the next review date if requiredAllow timeline view of activities that have taken place for a particular caseStores assets and estate information and their value.Builds report such as HMRC Tax reclaim, Accrued income, forecasting (notifications and income received, analysis and income summaries reports)Closes a case when all legacy income and the necessary paper work has been received and completed.Deletes case files after case is closed for 10 years.Refer to REF _Ref50638504 \r \h Functional Req 18 REF _Ref50638508 \h : Data Protection for detailsIn Memory Givingrequires the following functionalities:In memory giving relates to donations that are raised in honour of the deceased.Classify a supporter that is either an ‘in memory donor’ or an ‘in memory deceased’Record an in-memory giving activity and their typeRecord the individualised and total amount raised for a particular in memory giving.Ability to link to online giving page (E.g. Just Giving): Campaigning activityAAUK works with our campaigners to raise awareness and take actions on issues AAUK has embarked on. These actions can range from signing a petition to messaging your MP, or actively attending, or arranging, awareness-raising or protest events and activities. IDRequires a system thatAdditional informationa b c d e fSupplier notesRecords campaigners & their detail when participating in AAUK led campaignsRefer to REF _Ref49427341 \h \* MERGEFORMAT Context Diagram 4 – Campaigns (CD 5.1)Interacts with 3rd party sites like Engaging Network (via API or file downloads), the uploading of information should be seamless and require little manual interventionCampaigns and Actionsrequires the following functionalities:Records all campaigns that AAUK have undertakenAssigns actions that will be taken in a campaignCampaigners support AAUK by taking an action like signing a petition, write to MP, attending a workshop.Allows ease and speed in recording and tracking the various type of actions taken by campaignersAction & Action Levelrequires the following functionalities:Create a library of actionsAssign action level to each action (e.g. Signing a petition will have an action level of 1; whereas E-mailing a MP will have an action level of 3) )Allows actions and their level to be changed with reasons and date of change capturedCampaigner Activity Levelrequires the following functionalities:Each campaigner is assigned with an activity level. Activity level helps AAUK in selecting the right campaigner to partake in a campaign event.Uses an algorithm to automatically assign an activity level to a campaigner. These algorithm takes into account how often a campaigner has taken an action and what actions they have taken.Allows changes to be made to the algorithm: Trade Products AAUK sells merchandise on our website including physical cards for Christmas and a “Gift in Action” virtual gift product in which we may need to print personalised messages before sending them out. Gift in Action are “virtual gifts” which showcase some of the ways we work with and support communities across the world. IDRequires a system thatAdditional informationa b c d e fSupplier notesManage product orders that come through (web, phone or paper order) and have as much an automated process to follow through the fulfilmentRefer to REF _Ref49427457 \h \* MERGEFORMAT Process Map 12 – Trade Products (PM 7.1)Sync with website for orders made on the website to ensure order payment and fulfilment comes through; pricing is correct and inventory levels are kept updatedSends out purchase acknowledgement e-mail for web order and attaches card download when requiredDownloadable cards are PDF format - complete with personalisation information and message from the online order formInternal Order Formrequires the following functionalities:Caters for a form for staff to use to put in orders that come through phone call or paper orderLooks up supporter information and inputs the correct information such as addressAllows search and selection of existing product and check for inventory levelCapture personalised message (if any)Capture recipient address, name (if any)Record payment details (only for paper order)Takes in the web order and the internal order form and feed in to one fulfilment pipeline for staff to work onTally the product being ordered and reduce it from inventory automaticallyPrint the card out accurately taking into account both the product message and the personalised messagePrint out invoices for item purchased to be sent out to supporters that purchased the itemSend out e-mail through the fulfilment system to inform purchaser that items have been mailed to recipient.Sort out card prints, address labels, invoices systematically to reduce logistic handling and errorsAllows flexibility in changing the format for product write up and the layout of messagesTrade Product Managementrequires the following functionalities:Captures basic product data e.g SKU, price.Ties in with the inventory system to manage all elements of a trade productRecords if there is an occasion behind whythe gift has been purchased (e.g Birthday, Thank you)Report on the sales of a particular productManages products that are being discounted by capturing the type of discounts being applied and the value it has been soldThe type of discount could be a % discount or a buy 'x' number get 1 free offer.: Payroll GivingAAUK work with agencies for payroll giving. IDRequires a system thatAdditional informationa b c d e fSupplier notesRecords payroll givers that come through payroll giving agenciesRefer to REF _Ref49427452 \h \* MERGEFORMAT Process Map 13 – Payroll Giving (PM 8.1)Uses either API or files upload to automatically generate new payroll supporters and record payments coming throughLinks the payroll agency, their reference number to our Supporter Reference NumberHave means to manage anonymous supporters that have no names nor contact details.Tracks lapsed payments and removes supporters as regular payroll giver after 3 lapsed cyclesRe-establish payroll payment link that has broken when requiredNecessary for lapsed supporter wanting to payroll give again.Associate the payroll giver to the company they work forRecord and soft credit any payroll matching between the payroll giver and their companyPayroll matching is when the company full or part match the amount donated by their employee.Capture any admin charges associated with the payroll give: SMS GivingAAUK works with agencies on donations that comes through SMS. The requirements stated are purely for SMS supporters and payment records and does not pertain to SMS marketing. IDRequires a system thatAdditional informationa b c d e fSupplier notesRecords SMS givers that come through SMS giving agenciesUses either API or files upload to automatically generate new SMS supporters and record payments coming throughThe unique identifier for SMS supporter is mobile number.Have means to manage anonymous supporters that have no names nor address details: LotteryAAUK lottery is registered with the Gambling Commission and runs weekly lottery draws every Thursday.IDRequires a system thatAdditional informationa b c d e fSupplier notesManages the lottery draw and records the supporters that participate in the draw.Lottery costs ?1 per entry per week, which equates to ?4.34 per calendar month, ?13.02 per quarter or ?52.08 per annum.Assigns unique play number to the supporter based on the number of plays he/she have each week.If a supporter enters 2 plays each week, he/she will have 2 unique play number.Manages & accounts for lottery pool monies received separately from the rest of the donation.Allows supporter's entry into the lottery draw only after the second monthly payment has been received.This is in accordance to the one month cooling off period set by the lottery commission.Accounts for supporters' 'financial commitment' into future lottery drawsA supporter can pay 3 months into advance into the next 12 draws. Or could pay ?5 a month instead of ?4.34/month, the additional ?0.64 will be accumulated over time for another play.Uses a Lottery Commissioner compliant Random Number Generator (RNG) to pick the winnersRNG can be off the shelf which integrates with the CRM.Name the weekly draws with running number. E.g. Draw 1175, Draw 1176Keeps track of: - The number of plays being entered weekly.- Total draw fund that was entered weeklySplits the total draw fund into75% - AAUK to receive 25% - Prize Fund to winnersAutomatically calculate the prize fund for the winners1st Prize - 50%2nd Prize - 20%3rd Prize - 15%4th Prize - 10%5th Prize - 5%Generate letters automatically to inform winners of their win.Transfer prize monies back to the winners’ bank account automatically.Have a clear overview of a supporters play commitment, draws they have entered, draws they have wonWithdraw a supporter from lottery draw when a supporter stops playing.: Inventory SystemThe inventory system will help to keep track of products we have for Trade Merchandise ( REF _Ref50027865 \r \h Functional Req 8) or to manage supplies for Events ( REF _Ref50027881 \r \h Functional Req 5). IDRequires a system thatAdditional informationa b c d e fSupplier notesRecord all products' inventory levelRecords the product sent to a supporter with the ability to view this information both on the supporters’ page as well as inventory pageAllow for stock to be drawn out by staff for internal useE.g. issuing t-shirt to staff to support an event; printing error on a Gift in Action Card.Trigger a notification when a particular product runs low in stock. The stock level trigger should be adjustable for each productAbility to indicate if a particular product has been phased outRecord stock replenishment. Ability to mass upload if required.Allows for stock adjustment when the stock level in the system is different from the physical countHas a loan system for some products. (e.g. collection tin that can be returned and re-issued out)Has a clear trail on loaned products capturing dates; duration it has been loaned out and with which supporter: Supporter ContactSupporter Contacts are our ‘call-centre’ staffs that respond to telephone, email and social media enquiries. IDRequires a system thatAdditional informationa b c d e fSupplier notesEmbed the contact centre system into the CRM (or vice versa) such that there is automation link between the two systems to: - allow ease of access to supporter data - emails exchanges are recorded seamlessly into the CRMCurrently AAUK uses the Mitel Ignite system to manage calls/e-mails from supporters and the public. Web chat is also functionality that is possible through Ignite and may well be tested by AAUK.Supporter Contact staff should be able to create new supporter, take payment, cancel payment for any products offering (e.g. Child Sponsorship, Donation, Gifts in Action)Case Managementrequires the following functionalities:Allows staff to create cases when there are follow up actions required for a supporterAssign severity rating to a case (High, Medium, Low)Tracks stages of a complaint (e.g. Complaint just received, Complaint to be managed by management, Complaint being escalated to FR regulator)Allows cases to be assigned to a dedicated staff or forwarded to other departmentsTraces all communication and response pertaining to the caseCreates reminder or notification to action on a caseAllow cases to be closed when issues are resolvedCategorise cases and communication record (e.g. Complaint, Compliment, Child Sponsorship) for ease of reporting and reference. Categorisation should be easily expanded.Enables a 3-way integration between CRM, Call Centre system & PCI compliant telephony payment system to ensure secured payments can be taken over the phoneIs able to cater for future digital communication mediums like webchat, social media & instant messaging chatsSupporter Contact staff should be able to create new supporter, take payment, cancel payment for any products offering (e.g. Child Sponsorship, Donation, Gifts in Action): Digital MarketingWe currently use Dotmailer as our bulk email platform, Sprout to manage our social media, plus disparate systems and quite a bit of manual processing to manage our Digital Marketing activity. We are actively seeking efficiencies in this area and the opportunity to integrate new functionality.IDRequires a system thatAdditional informationa b c d e fSupplier notesA bulk email/ SMS platform that meets detailed requirements around: user interface, user management, list management, reporting, data integration, data security, hosting, support and maintenance, to be scoped at a future point. Key requirements are highlighted below in FR14.1.1 through FR14.1.7To be scoped in more detail at a future pointAbility to automate supporter email/SMS journeysUser can select/import a dataset into email/SMS toolResponsive content templates can be pre-loadedA/B tests can be set up with different content/templatesPre-set/automated email/SMS journey can be launchedTriggered journey process can be set up in advance based on supporter action/inactionPerformance measures can be reported on: open rate, delivery, clickthrough rate, etcSocial Media management platform allowing us to schedule, publish, monitor, manage workflows, listen (including sentiment analysis) and report. To be scoped in more detail at a future point.Action taken/provision of data by a supporter can generate a retargeting adWeb forms can be integrated/embedded into our Drupal website: Source/Product ManagementAAUK currently has a cumbersome 'campaign/source code' process that we use to identify how an action came about from a campaign/source. Example of which is: a donation (action) due to an email (the source) received. The current source coding comprises a combination of financial data and campaign information, as well as the communication channel, and it is not very effective when drawing reports to measure success. It’s also not very well understood by users, resulting in inaccurate application of the process, and incorrect reporting We hope through the development phase, the supplier will help us identify some industry best practices. The requirements set out here are very basic and will need development.AAUK currently do not practice classifying programmes or initiatives we have like the Child Sponsorship, London Marathon. Moving forward, we would like to work around the concept of managing ‘Product’ and have a means of tracking performance, how a product came about; reason and when it was decommissioned.IDRequires a system thatAdditional informationa b c d e fSupplier notesSource & Campaign Managementrequires the following functionalities:Creates and stores campaign/source code and the associated dataTracks the outcome through campaign/source code and produce meaningful reports to measure success and outreachOutcome could be anything from giving a donation, enquiring about AA, join a campaign or event, lodge a complaintAllows staff to request for campaign/source code through a work-flow form which either requires approval or triggers notification for actions.Manages the campaign/source code to allow amendments and close inactive source codeProduct Managementrequires the following functionalities:Creates and records all fundraising products.Possible things to capture are: Date of creation, Description of products, Financial coding associated to product, Cost of development, Date product is decommissioned and reason.Track and measure the outcome of a particular product's performanceAllows staff to request for fundraising product creation through a workflow form which is to be directed to relevant teams for approvalSends e-mail notification to inform relevant department/staff that a product code has been approved/ rejectedManages the product library to allow amendments and decommission products: Reports & Triggered WorkflowsOur expectation is that reports/queries within the CRM functionality should be simple and straight forward to aid staff in their day to day work.IDRequires a system thatAdditional informationa b c d e fSupplier notesAllows staff, in line with their access level, to interrogate/query the database and produce reports quickly and to monitor dashboards.Refer to Appendix REF _Ref50031555 \r \h B7.1 - REF _Ref50031555 \h Reporting LevelsProvides an interactive, customisable dashboard so that staff can monitor key activities/tasks that are happening; major donations that have come through; pipelines overview and etc.Allows staff to create their own reports through intuitive build toolsProvides the ability to record and report on agreed KPIsAllows staff to build simple workflows to drive automated processes that could trigger: communication (e-mail, post, potentially sms) sent internally or externallynotification alertsactions to be takenreports to be generated and sentThe build module should be visual and intuitive to use.: FinanceAAUK requires a robust system that integrates with our Finance Accounting system (SUN). It is expected that incomes are recognised accurately through automated processes as much as possible. The system is also able to support regulatory requirements that needs to be adhered and abided to. IDRequires a system thatAdditional informationa b c d e fSupplier notesManages all elements of income received and is able to interface with the Accounting System (SUN) daily, ensuring that the cut off of the items being updated is correctRecords and reports donations/financial grants accurately against an individual or an organisation.Stores & retrieves all finance transaction documents clearly against supporters' record. These documents should be easily retrievable for checks and audits.e.g Direct debit from, letter supporting a donation, trade purchases and etc.Income Managementrequires the following functionalities:Integrates with payment services/platform & 3rd party payment gateway via API or ETL system to ensure seamless process of income.Refer to Appendix REF _Ref50032264 \h \* MERGEFORMAT Payment Services / PlatformThe CRM needs to be able to manage new addition / changes and removal of payment services / platform easily.Records regular or single donations that come through Paper FormCash batch non electronic payment (Cash, Cheques, Postal order).Automate the process of income receipt, requiring little or no manual intervention by:Allocating income to the correct financial codes and other coding (e.g source code, product code)Allocating income to an individual supporter or an organisation so that we know the financial commitment history of our supporterAllows income to be reversed in an event of error with reason and date captured. This will include any refund made to supporters. Record soft crediting of income and is able to visually identify them. Care to be taken on soft crediting to ensure double accounting will not happen in reports.Query and print out reports to aid in daily and month end reconciliationDirect Debitrequires the following functionalities:Store supporter's direct debit deduction dateDirect Debit Deduction happens on the 1st, 7th or the 15th of each monthAutomatically send letter to supporter who has started or reinstate a lapsed direct debit payment with AAUKPayment Holidayrequires the following functionalities:Regular donation that require a payment break by supporters. Payment can be through direct debit or credit card.Put direct debit / credit card / sms payment on holdPut an reinstatement date to reactivate direct debit /credit card / sms paymentRecord reasons for payment holidaySets notification/ reminder in-case staff needs to contact supporter to confirm reinstatement of paymentLapse Payment & Recovery Processrequires the following functionalities:Manage recovery process via e-mail, phone calls (via agency) and postAutomate the recovery process as much as possibleClearly shows the stage of each recovery process, communication method, reporting success and drop off rateGift Aidrequires the following functionalities:Claim Gift Aid in accordance with the declaration made by the supporterRecords a supporter’s Gift Aid status and provides an audit trail for any changes.Sets notification/ reminder to reactivate 'Hold' status.Sets date to change 'Temp' status to 'Withdrawn.Allows split in Gift Aid claimNecessary when a couple jointly sponsor a child and would like to claim the gift aid separately.Stores all Gift Aid declaration proof against a supporter whether it is a physical paper declaration, confirmation of Gift Aid posted out as a letter, or e-mailed. System should highlight any supporter that do not have proof stored against their record when their Gift Aid status is reflected as "Active" or reactivated back to "Active" from a "Withdrawal" status.Gift Aid declaration is applicable for all future donations. Reinstatement of Gift Aid from a withdrawn status require new Gift Aid declaration proof.Alert staff when Gift Aid Status is "Active" whilst supporter has an overseas addressDifferentiates incomes that cannot be claimed for Gift Aid (e.g. Registration fee)Creates and produces Gift Aid tax claim reports to be submitted to HMRCAccounts for gift aid that are claimed specifically for a project/programme where gift aid received may become restrictedDelete Gift Aid Records 6 years after the last Gift Aid claim of the individual. Duration should be adjustable in case HMRC changes the time period.Allow Gift Aid rates to be amendable in case HMRC changes it.Deeds of Covenantrequires the following functionalities:Record existing deed of covenant and make claim to HMRC.Deed of covenant are tax relief scheme that existed prior to 2000.Cancel the individual deeds over time as supporter stop making deed payment or convert to gift aid.Gift Linkrequires the following functionalities:Gift Link allows supporters to increase their regular donation year on year pegging it to inflation rate.Records supporters that have agreed to gift link.Send letter/e-mail automatically to supporter before the next 'anniversary' payment to inform them that inflation increment will take place for their regular donation.Adjust the regular payment figure automatically at the 'anniversary' monthVATrequires the following functionalities:Allows some income to be identified for VAT repayments (e.g. Registration fees for events): Data ProtectionAAUK requires a system that can meet legal requirements regarding fundraising and communication preferences. (Refer to REF _Ref50032882 \r \h FR 2.2 – Communication Preference for more details.)IDRequires a system thatAdditional informationa b c d e fSupplier notesData Retentionrequires the following functionalities:Allows personal data to be erased when a supporter has chosen to protect their data or reaches the end of the data retention periodPersonal data are names, contact details, date of birth, bank and card details, social media record, communication history and relationship link to other supportersRecords the reason behind the data deletion (e.g. Supporter request or data retention policy enacted)Produces a list of where personal data/ communication are held for staff to review and select which data are to be erased.Allows post code to be anonymised by retaining sector information for future market/campaign analysis purposes (eg AB12 3DE to be reduced to AB12 3)Retains transaction data when personal data are deleted (e.g. Retain donation amount and date but bank details can be removed)Flags and prevents data to be deleted for legal purposes (e.g. Gift Aid requires Name, Address to be retained for at least 6 years from last claim)Data Process Restrictionrequires the following functionalities:Records a supporter's 'rights' in how we manage their data and build restrictions around them. Note: a Supporter may have more than one rights exercised.E.g. Object to being included in any internal analysis, Object to profiling for philanthropic interestCaptures the date when the request is made, a text field to type in what the supporter has agreed to and where changes have been applied: Website and Payment Platform IntegrationAAUK currently?receives most of its donations via its?website?and online payment?platforms?Stripe and?Magento (RealPay)?which are integrated with the current CRM.?AAUK requires a CRM that can integrate well with the website?and payment platforms?without detriment to user experience and website performance.?IDRequires a system thatAdditional informationa b c d e fSupplier notesOffers flexible, efficient and highly performant options for 1, 2 and 3-way integration with different systems depending on requirements and dependencies.?e.g. CRM, website, payment platform?Can seamlessly integrate with AA website following best industry practice which would result in a consistent and unified user experience on the AA website.?e.g. any forms which need to be integrated with the website would need to adhere to the standard set by the existing AA UK website, including accessibility, look and feel, and responsive behaviour.?Able to keep the integrated systems in sync at different intervals and using different methods, as appropriate.?e.g.?scheduled or real-time integration; transactional or batch, etc.?Provides a fit-for-purpose and efficient data transfer between the CRM, the website and?third party?payment platforms.?e.g. Real-time or scheduled integration should not visibly contribute to website page load or technical performance of the site.?Can support regular updates to integration endpoints and hence is scalable, well-structured and well-documented.??Provides a website and payment platform integration which is easy to maintain.?Refer to Appendix REF _Ref50032264 \r \h \* MERGEFORMAT B6.1 - REF _Ref50032264 \h \* MERGEFORMAT Payment Services / Platform?IT & General RequirementsIDRequires a system thatAdditional informationa b c d e fSupplier notesAccess, inputting, searching datarequires the following functionalities:Allows for a flexible hierarchy of different access privileges and different profiles for different groupsProvides the ability for staff to search for and view supporters and other contacts across the whole databaseFor those with the relevant authorisationSupports access and updating of data using mobile phones and tabletsFor example, at eventsHas the facility to access information remotely, including the ability to update records and add notes, and for the information to be updated in real time Has easily configurable validation tools for data entry (e.g. spell check function) including the ability to cross check different fields.Allows staff to scan documents and save the data against recordsFor example, gift aid declarationsProvides a uniform user experience regardless of location i.e. London office, Chard office, homeworkers, ‘on the road’Ability to use OCR to input dataAbility to support European language charactersSystem requirementsrequires the following functionalities:Can run on the following environments (OS agnostic):Windows 10, Windows 365Mac OSiPhone OS & Android mobile operating systemsSupports commonly used browsers e.g. Google Chrome, Microsoft Edge, Apple Safari, Firefox.Can be used to accommodate different types of user e.g. light use, reports only, volunteers and regular/heavy usersSuppliers should outline their proposed licensing model.Cloud storagerequires the following functionalities:Runs on both Microsoft Cloud and AWS Cloud.The different storage and compute options available in cloud solution must be explained.Cloud SaaS service to be explained and shown.Capacityrequires the following functionalities:Supports a minimum concurrent user base of 150 staff across all access devices (desktops, laptops, tablets and smartphone devices) without any degradation to end-user performance, and needs to be able to scale substantially beyond the user numbers stated in the volume statistics section, should that be required in the future.Also allow user numbers to be extended if necessary, without significant degradation of performanceLocalisationrequires the following functionalities:Has regional localisation based on UK standards including date and time formatting (e.g. DD/MM/YYYY); the system must allow for the automatic adjustment of UK daylight saving changes.Availability, resilience and disaster recoveryThe requirement for user access to the CRM system should be assumed to be 24/7.The system should be able to achieve an operational availability of >99.995% uptime for user access.It is expected that there may be a requirement for access to be restricted or for there to be downtime during periods of system maintenance/software updates or system backup – planned and agreed in advanceSuppliers should indicate whether they can provide options around working offline or in circumstances where there might be poor network connectivity for mobile device end-points.A complete data backup must be performed every 24 hours without interruption to availability of the system to users.Backup needs to be undertaken at the transaction level to ensure system can be rolled back in the event of a cyber attack, such as ransomwareSuppliers should indicate what options exist to support Disaster Recovery in the event of a system outage on the primary infrastructure platform.Security/user access/authenticationrequires the following functionalities:Supports tight integration with ActionAid UK’s preferred existing user authentication method of Active Directory.Multi-factor authentication (MFA) should be supportedSupports a flexible and granular security model to enable the protection of sensitive data, while extending role-based security access to users across the organisation. Data/transactions should include end-to-end encryption throughout the system as well as on tablet, smartphone and other devices.System should allow single sign on as per Active DirectoryWeb-based functionality must meet Level AA of the Web Content Accessibility Guidelines (WCAG) 2.0.Defines security patching procedures.Secures any personal identifiable information (as defined in GDPR) in transit and at rest.Allows data and system access based on role and uses industry accepted standard of security for both communication and identity plies fully with AAUK IT Security Policies.Further details can be provided on request. Provides a full audit trail of system activity to be maintained.Integrationrequires the following functionalities:Open API’s/RestAPI’s/Web Services using industry standard protocols should be available to allow for the creation of deep, automated integrations with other systems that ActionAid UK uses.Can synchronise with Office 365Attaches email and its respond threads seamlessly from Outlook 365 to the supporter record in CRM.Allows documents from Office 365 to be attached to supporter record in CRM.Syncs tasks, and appointments set up between Outlook 365 and CRM.Integrates with the Data Warehouse Refer to REF _Ref50039649 \r \h Error! Reference source not found. Any imports/exports should be undertaken via an API with minimal manual intervention. Attributesrequires the following functionalities:Allows flexibility in creating attributes to a supporter record.Allows reason, requester of attribute to be captured.Allows attributes to be mass assigned/removed when requiredAudit requirementsrequires the following functionalities:Records all accesses and transactions performed (whether by a user or another system) and stores them in a log providing an audit trail of who did what and when.Logs and time-stamps all external communications and data changes against User ID to ensure that changes can be tracked and audited.Traps and logs failed logon access attempts or multiple attempts to perform unauthorised system functions.Provides the ability to monitor and audit performance within the database e.g. that information has been recorded properly, process followed, completion rates, etc.Support arrangementsrequires the following functionalities:There needs to be an IT Support model, to include SLAs for:a) Service levels supporting RPO, RTO defined in NFR_003b) Service levels supporting Priority1, P2, P3 scenarios c) Support delivery (2nd, 3rd line, etc)The supplier should be able to provide system support during normal IT support business hours (8:30am – 6:00pm Monday to Friday).Suppliers should also indicate what out of hours / weekend support options could be provided.– Context Diagrams & Process MapsThe context diagram (CD) and process maps (PM) chart are appended to support the user requirement. The context diagram illustrates at a very high level how interrelated modules within the CRM system and 3rd party system could potentially interact.The process map is an example set of standardised business processes which it is proposed the new system should support. REF _Ref49427281 \h \* MERGEFORMAT Context Diagram 1 – Supporter Creation (CD 1.1) REF _Ref49427318 \h \* MERGEFORMAT Context Diagram 2 – Child Record (CD 2.1) REF _Ref49427339 \h \* MERGEFORMAT Context Diagram 3 – Philanthropy and Partnership (CD 3.1) REF _Ref49427341 \h \* MERGEFORMAT Context Diagram 4 – Campaigns (CD 5.1) REF _Ref49427357 \h \* MERGEFORMAT Process Map 1 – New Supporter Creation (PM 1.1) REF _Ref49427407 \h \* MERGEFORMAT Process Map 2 – Child Profile Update (PM 2.1) REF _Ref49427412 \h \* MERGEFORMAT Process Map 3 – Child Messages (PM 2.2) REF _Ref49427415 \h \* MERGEFORMAT Process Map 4 – New Child Sponsorship (PM 2.3) REF _Ref49427419 \h \* MERGEFORMAT Process Map 5 – Child Sponsorship Transfer (PM 2.4) REF _Ref49427431 \h \* MERGEFORMAT Process Map 6 – Stop Sponsorship (PM 2.5) REF _Ref49427434 \h \* MERGEFORMAT Process Map 7 – Supporter Correspondence & Gift (PM 2.6) REF _Ref49427438 \h \* MERGEFORMAT Process Map 8 – Supporter Queries and Complaints (PM 2.7) REF _Ref49427441 \h \* MERGEFORMAT Process Map 9 – Pipeline and Prospect Management (PM 3.1) REF _Ref49427444 \h \* MERGEFORMAT Process Map 10 – Challenge Events and First Hand Experience (PM 4.1) REF _Ref49427448 \h \* MERGEFORMAT Process Map 11 – Community and Group Fund Raising (PM 4.2) REF _Ref49427457 \h \* MERGEFORMAT Process Map 12 – Trade Products (PM 7.1) REF _Ref49427452 \h \* MERGEFORMAT Process Map 13 – Payroll Giving (PM 8.1) REF _Ref49427463 \h \* MERGEFORMAT Process Map 14 – Finance Recovery Process (PM 18.1)-22256829083000Context Diagram SEQ Context_Diagram \* ARABIC 1 – Supporter Creation (CD 1.1)-7620038576300Context Diagram SEQ Context_Diagram \* ARABIC 2 – Child Record (CD 2.1)center42862500Context Diagram SEQ Context_Diagram \* ARABIC 3 – Philanthropy and Partnership (CD 3.1)left30035500Context Diagram SEQ Context_Diagram \* ARABIC 4 – Campaigns (CD 5.1)center32004000Process Map SEQ Process_Map \* ARABIC 1 – New Supporter Creation (PM 1.1)Process Map SEQ Process_Map \* ARABIC 2 – Child Profile Update (PM 2.1) -28003538608000Process Map SEQ Process_Map \* ARABIC 3 – Child Messages (PM 2.2)left29464000Process Map SEQ Process_Map \* ARABIC 4 – New Child Sponsorship (PM 2.3)center31877000Process Map SEQ Process_Map \* ARABIC 5 – Child Sponsorship Transfer (PM 2.4)Process Map SEQ Process_Map \* ARABIC 6 – Stop Sponsorship (PM 2.5)Process Map SEQ Process_Map \* ARABIC 7 – Supporter Correspondence & Gift (PM 2.6) -45350420684100-12992632826700Process Map SEQ Process_Map \* ARABIC 8 – Supporter Queries and Complaints (PM 2.7)9906038544500Process Map SEQ Process_Map \* ARABIC 9 – Pipeline and Prospect Management (PM 3.1)Process Map SEQ Process_Map \* ARABIC 10 – Challenge Events and First Hand Experience (PM 4.1) -32956523368000Process Map SEQ Process_Map \* ARABIC 11 – Community and Group Fund Raising (PM 4.2) -35687036957000left24306700Process Map SEQ Process_Map \* ARABIC 12 – Trade Products (PM 7.1)left34353500Process Map SEQ Process_Map \* ARABIC 13 – Payroll Giving (PM 8.1)left34353500Process Map SEQ Process_Map \* ARABIC 14 – Finance Recovery Process (PM 18.1) – Elaborations & ExamplesSupporter Record and Relationship ManagementSupporter/Organisation Classificationright388872To be able to maintain a full picture of any supporters’ details, relationship, and engagement. 671830242125500Child SponsorshipChild RecordThe following fields are required but not limited to: DescriptionRemarksChild Reference NumberNameAgeGenderLRPLRP the child belongs to. LRP must already be set up in the system. Country & RegionCountry the child belongs to. Country must already be set up in the system. Ability to self-populate given LRP information.Date JoinedDate the child ‘joined’ AAUK TypeMarketing/TransferStatus of ChildActive – available for sponsorshipAway – put aside for external marketing (e.g with agency)SponsoredOn Hold – Put on hold (require an activation date with reminder)Awaiting Profile/CM – Waiting for profile or child messages from AAIProfile Creation – Child is with us, profile is in the midst of being createdWithdrawn – No longer available for sponsorship (require reasons to be stated)Retired - Child is not sponsored and reach the age of 12DeceasedSupporter LinkSponsorship/Transfer HistoryShow sponsorship & transfer historyNotesColumn for free text.Ability to date stamp and record who made the comment. Child Profile – Mail Merge System Child profile text comes from 2 sources:LRP information pack that is provided by AAI at the start of LRP commencement Child profile content (CPC) that is provided when a child is assigned to AAUKThe CPC would likely be a csv file with predetermined fields that are the same for all children. However, it is the LRP information that will drive the text on the child profile. The mail merge system also needs to be able to manage gender pronouns (him/her) and is able to pick certain text based on conditions (e.g. age driving education information). Sample of how mail merging should function: CodeTypeExplanationYellowChild NamePicked up from child profile content (CPC) RedPronounPicked up from CPC that the child is female.GreenFamily HomeParagraph 3 refers to home information. CPC will indicate that the child stays in a ‘Zinc’ type home. Then LRP information will dictate the write up in green. Someone who stays in a mud home will have a different write up. Someone who stays in a Zinc home from a different LRP will have a different write up too. But someone who stays in a zinc home in the same LRP will have the same write up. If someone who stays in a home type that isn’t in the LRP information pack then a generic Paragraph 3 will be displayed such as ‘homes in the village are predominantly made of XX’BlueEducationThis is a conditional text based on CPC information whether the child goes to school and what age they are. E.g Age > = 7 not attending school; Age >= 7 going to school; Age <7 not attending school, Age < 7 attending school will warrant different text. The remaining texts are consistent for that LRP. Each LRP is unique and will have a different write up. BEFOREAFTER-64135000 93345055181500Sample of a finished child profile. (Do note that this is how a child profile looks like now but would like flexibility in changing the layout or create more personalised profile addressing to the supporter. Child Message Inventory RequirementA child may have more than one child messages in their record. For each child message record we need to track the following: CM Batch Number Digital Copy savedApproved dateDate it is sent out from CountryDate it is received from AAUKIndicate if CM has been:RedactedAbility to pick reason for redactionRejectedMissingDate send out to supporterChild Message (Bulk Mail) Sample Report-38417528384500LRP/ Country Requirements The following are required for Country / Country Region Set up Country Name and Country Code (aligned with AAI) Preferably created on a sperate table so that when Country Region/ LRP is set up, country can be a drop down list. Start/End DateInactive Tag (can only be made inactive when all associated Country Regions are inactive)Country Region Name and Country Region Code (Aligned with AAI)Preferably created on a sperate table so that when LRP is set up, country region can be a drop down list. Start/End DateInactive Tag (can only be made inactive when all associated LRPs are closed)The following are required for Country / Country Region Set up LRP Name and LRP Code (aligned with AAI)Country/ Country Region (pick up from drop-down list)Status Drop down list StatusRemarksActiveLRP is active. Phase Out3 years phase out. Children with ‘Active’ status within the LRP will be automatically put on ‘withdrawn’ status. Indicate new LRPs which will ‘replace’ this LRP when managing transfer.Could have more than one LRPs.On Hold Children with ‘Active’ status within the LRP to have their status put ‘On Hold’ with an reinstatement date to be reviewed. ClosedLRP closed. No active sponsorship link available. LRP Start DateFunding Source Code associated to the LRPLRP Closure DateCapture Reason for closureLRP for preferred marketing (tick box enabled)Matching a Child to a SponsorIn a new sponsorship, the system must be able to automatically match a child to a sponsor according to the following parameters:Supporter preferenceAge GenderCountryLRP prioritised for marketing (if enabled)Child message & photo availabilityChild profileFIFO – Profile that has the shortest shelf life left Note: Every child’s profile has only 2 years shelf life before it needs renewalMatching a Child to a Sponsor in a Sporadic TransferIn a sporadic transfer, the system must be able to automatically match a child to a sponsor according to the following:Find a child from the same LRP preferably the same genderIf the LRP is being phased out look for a child in the ‘replacement’ LRPs If there isn’t an available child in the LRP, find a child from the same Country preferably the same genderIn both scenarios, child profile must be availableIn both scenarios, pick the child’s profile that has the shortest shelf life leftPhilanthropy and Partnership (P&P)Pipeline StatusThe 7 stages of pipelines are as follow: Stage 1 – IdentifiedStage 2 – Researching & EvaluatingStage 3 – Trying to EngageStage 4 – Prospect in EngagingStage 5 – Read to Ask/ Preparing ProposalStage 6 – Proposal Submitted/Asked and Waiting ResponseStage 7 – SuccessfulCorrespondence & Activities RecordingThe following are required but not limited to: DescriptionRemarks Subject TitleType of Activity Ability to classify the following: TaskE-mailPhone Call Video ConferencingMeeting (Face to Face)EventsInstant Messaging (e.g. Whatsapp) CategoryCategorise the type of activity further. E.g. Kick off Call, Follow up Call. Flexibility in creating this list is required. Date / Time / DurationLocation of MeetingAttendeesAbility to pick up names from CRM, Staff Directory, or simply key in a name if they are not in the CRM/Active Directory. NotesAttachmentAbility to attach document to an activity recordProspects Research FindingsThe following are required but not limited to: DescriptionRemarksDate researchedAble to chart when research work was done KPI reporting GDPR – need to delete data within 30 days if cold prospectPrimary Source Indicate how we got to know the prospectResearch SourcesGDPR – able to point to where we got research data from.Prospect Research NotesFree Text to key in information about prospectsPhilanthropy HistoryAbility to recordMonth/YearAmountRecipient NameInterest AreaAbility to select from a category of interest area. (e.g Education, Poverty) The categories need to be easily managed and build up. Geographical benefitSelection Geographical Interest Country & RegionRating – Ability to giveRating using Alphabet Rating – ContactabilityRating using NumberRating SummaryTotals numerical ratings (Alpha Numeric)Emergency funderYes/No/UnsureComment/AnalysisFree Text for additional notesBelow list unique to Corporate requirements:Factory listFree Text; if possible to be able to include weblinksMembershipsFree Text; if possible to be able to include weblinksModern slavery statementFree Text; if possible to be able to include weblinksCorp foundationYes/NoControversiesFree TextProposal/Ask Management The following are required but not limited to: DescriptionRemarks Name of ProposalDateStatusDrop down menu to pick the following status: Proposal PreparationSent & Waiting Decision AcceptedDeclinedDeclined & Accepted AlternativeNo ResponseCapture Date when status has changed Type of GiftDrop down menu to pick the following type of gifts: Co-Financing – Multi YearCo-Financing – Single YearMulti YearRegular Annual GiftSingle Year and Etc.Amount AskedMatch Amount (if any)Date AskedProbability factor% chance of winAmount GivenCMS RefReference on Contract Management SystemDonation Pledging Donation pledges could be committed in various form. The system needs to be flexible enough to record them for accurate projection. Fixed amount over a certain period Fixed amount allocated by % over a periodRegular amounts with no end dates Donors matching an amount that AAUK raised (in this case projection may be required) One-off donationIncome Tracking Form 8445544767500This is the current income tracking form that should be replaced with a digital workflow form in the new CRM. Events & CommunityCustomised Stewardship Journey Illustrates how two London Marathon runners will have very different journeys. The one that comes through the charity will need to be vetted first, registration collected and ensure that fund raising targets are met. Whereas a runner who manage to get a balloted place from the organiser itself will require a much simpler stewardship journey and may receive fewer communication from AAUK. This customised stewardship journey will have different triggered communication for the supporters; different trigger notification for staff to manage the supporter. DescriptionChallenge Event: London Marathon (Charity Place)Challenge Event: London Marathon(Self-Ballot)Means of Fund RaisingFund RaiseSelf or Fund RaiseRegistration ü(VAT)-Vettingü-FR Targetü-FR AmountüüRunning Vest üüLegacy Type of Dates to capture For each legacy case, there are a few dates that are mandatory to capture which should be provided for each case.Date of Death Date of Last WillDate of ProbateDate of CodicilDate of NotificationDate of Case ClosedType of Legacies Each Legacy type will have their own estimation calculation Type of LegaciesEstimation MeansPecuniaryEstimated figure is provided by Smee & Ford Notification, Will or notified by Executor.Conditional cases should be indicated clearly and will not be accrued. Reviewed yearly SpecificEstimated figures provided by the executor. Allows for % deduction to account for expenses Reviewed yearlyResiduaryEstimated figures provided by the executor. Allows for % deduction for accuracy in projectionConditional cases should be indicated clearly and will not be accruedReviewed yearlyLife Interest TrustEstimated figure is provided by Smee & Ford Notification, Will or notified by Executor.Allows for % deduction to account for expensesLife tenant presence will determine if case should be accruedCase to be reviewed every 3 yearsDiscretionary/ Income Trust/ RoyaltiesEstimated figure is provided by Smee & Ford Notification, Will or notified by Executor.FinancePayment Services / PlatformFollowing are list of current & planned payment services/platform that would require integration:Access Pay/BACs – Direct DebitHSBC – Standing OrderStripe – Credit / Debit card, Apple Pay, Google PayPayPalIVR telephone Payment – Credit /Debit CardJust Giving – Online fundraising platformVirgin Money – Online fundraising PlatformAgencies – Payroll, SMS, tele-marketersNote: The payment services /platform may change at the time of development Gift Aid StatusThe following are assigned to track supporter’s Gift Aid declaration status:StatusDescriptionActiveGift Aid declared. Claim is active and live.HoldGift Aid declared but hold and claim till reactivation. (Reminder/Notification required)TempGift Aid declared but claim to proceed till a certain date and then withdraw.WithdrawGift Aid claim stopped and no longer active.NAGift Aid has never been declared or a supporter has indicated ‘No’ to gift-aidDonation LedSupporter will inform AAUK on the gift aid status & value for each donation. ReportsReporting LevelsIt is expected that the CRM is able to perform Level 1 type of reports and feed into the data warehouse to support level 2 & 3 reports FunctionalitySourceWhoExample questionLevel 1Basic querying and selecting of dataCRMAll staffShow me a list of all the supporters who have signed up for the London MarathonLevel 2Parameterised management information reportsPower BI reports pointing at data warehouse Standard reports created by analytical resource but are interactive so all staff can change key fields eg. Event, type of supporter etc.Show me the income raised from the London Marathon by year over the last 5 yearsLevel 3In depth data analysis, data modelling, data visualisationsPower BI, querying and visualisation via SQL, Python etc. using data warehouseSenior analytical resource in data warehouse teamShow me the probability of an eventer going on to participate in other types of support for ActionAid and what is the tipping point in terms of asks resulting in a positive outcome– Data Warehouse 135255032575500What is the ActionAid Data Warehouse? Like almost every other organisation of any size, ActionAid uses many computer systems, many applications, to operate its business. Many of these applications have their own data stores. The data stores hold much of the same data, but in different formats and using different technologies: databases, spreadsheets, text files, XML files, and in external data sources that may be accessed using APIs or by downloading files.ActionAid, like other organisations, needs to look across all its data sources, so that it can carry out analyses to improve its performance in many areas, including fundraising, campaigning, supporter relationships, delivering to its beneficiaries, and reporting to official bodies.Collecting data from many source systems, for each report, is extremely inefficient, so the Data Warehouse exists to pull all the data together. The data warehouse stores the combined data in a structure that represents what ActionAid does, rather than being focussed on supporting just one function, as each application is. Reports then become simpler and more consistent.Each of the applications has its own version of the truth and that means there are inconsistencies. The data warehouse automated load process applies rules to resolve these inconsistencies and give the most reliable single view of the whole data landscape. The rules are developed painstakingly as the automated load process is developed, with input from interested parties to get the best compromise.Every application also has data quality issues of its own. The impact of these is compounded when data is combined from several not-entirely-reliable sources. (Most sources are over 97% reliable, but the few percentage points of error cause disproportionate extra work.) It is the job of the data warehouse automated load process to resolve these issues too. First, these issues have to be detected, then the data warehouse team has to find the most effective way to resolve them. Ideally data quality issues are resolved in the source systems, delivering benefit to the users of the source systems and to the users of the data warehouse. Where this is not feasible, more painstakingly-developed rules are applied in the data warehouse to clean the combined data before making it available to users.When all this is done to the best level achievable with the resources available, then the data warehouse becomes a trusted source for reporting, as well as being one that is easy to use.The process of loading data into the data warehouse, and keeping it up-to-date, is through tested, automated scripts, with no human intervention. It runs every night, loading data as at the close of business on that day.The data warehouse does not update any other system, although information from the data warehouse may be used by the owners of the source systems to improve the data that they control, using the applications that own and maintain their source data.What the Data Warehouse Does and Does Not Do?In order to get the best performance and functionality from the operational systems and from the data warehouse, and to minimise costs, there must be a very clear separation of responsibilities. Without this separation, duplication of effort and inconsistency of data spread throughout the systems.Operational System (for example the CRM)Data WarehouseReasonAutomates and assists in the operation of ActionAid. Captures new data about current activities, usually as they happen. (An example would be registering a new supporter).Has ultimate responsibility for the data it collects and manages.Is the only source for data that comes from multiple applications. As a result, the Data Warehouse is the best source for organisation-level and cross-functional reporting and analytics. This also makes the Data Warehouse the best source for data to populate new applications, such as the new CRM. Building and maintaining links from each application to all the others that contain relevant information would be very costly. Costs would be incurred by applications not only in dealing with multiple interfaces, but also in resolving differences.Is the System-of-Record for the data that it collects and processes. For example, a formal audit of donations would be carried out in the CRM; not in the data warehouse, because the CRM will be the entry point for all donations.Is never the System-of-RecordThe data warehouse always derives its data from operational systems, not from interaction with supporters. etc. When checking critical data one should always go back to the system that captured it.Has full control over data entered and should apply relevant validation to ensure that the data is correct and that it links correctly to other records.Is never used to update an operational database.This means that the data warehouse must not be used to plug gaps in operational system functionality. Instead, the operational system must be enhanced to cover any needed functionality that updates the operational system’s data.The data warehouse cannot reproduce, and keep up-to-date, all the validation that each operational system should apply to data it captures. Any attempt to do this would be very costly, and never perfect.Interfaces Between Data Warehouse?and CRM760146310896Before CRM Goes LiveBefore the new CRM goes live, the data warehouse:collects data from the old systems restructures this data into a data model that reflects the operations of ActionAid, rather than the functions of any one applicationcombines data from multiple existing applicationscleans the data in various waysapplies consistent formatting rulesdiscovers inconsistencies between systems and facilitates resolution of these inconsistenciesdetects invalid values and fixes them automatically where possible, or refers them to ActionAid staff who can fix them in the source systems, or help to develop rules to fix them.The data warehouse will then have the best consolidated version of ActionAid’s data. This will clearly be the best source to populate the new CRM initially.65024030099000After New CRM Goes LiveThe cutover to the new CRM will coincide with the decommissioning of Infobase and, Raiser’s Edge. The departmental applications that are decommissioned will be those that are simply patches to overcome shortfalls in the functionality of Infobase, caused by the increasing difficulty of keeping a 22-year-old system up-to-date, with minimal resources. The major source for the data warehouse and several of the less significant sources will therefore disappear and the feed for data that has come from those sources up until cutover must immediately be replaced by a feed from the new CRM.Data Flows between the CRM and the Data WarehouseImplementation ApproachesThe data flows between the CRM and the Data Warehouse will be defined by the CRM project. There are many methods of achieving these data flows. Some of these are more costly and some are less so. MethodDirectionCostDescriptionDirect SQL access, read-onlyData Warehouse to CRM(data migration)LowThe data warehouse creates the data in an agreed set of database tables, in a schema or database defined by the CRM project. The CRM reads these tables to populate its own internal database.Direct SQL access, read-onlyCRM to Data Warehouse (after cutover)LowestThe data warehouse reads data from the CRM tables. No impact on CRM development work. Minimal impact on CRM operation; tables are read at night when the system is quiet.“csv” filesData Warehouse to CRM(data migration)LowEach file will contain the data requested by the CRM project.The data warehouse creates the files and puts them in a defined place where the CRM can read them.“csv” filesCRM to Data Warehouse (after cutover)LowEach file represents a table.The CRM creates the files and puts them in a defined place where the data warehouse can read them. “XML” filesBoth directionsHighNot recommended“API” Both directionsHighestNot recommendedWorking Together – The Data Warehouse and the CRMThe Data Warehouse and CRM projects fall under a single CRM programme of work that is overseen by our Development Workstream Manager. We have talked about the separation of responsibilities. At the boundaries of those responsibilities the two projects work together to ensure that the interfaces work for both parties.This means agreeing the mechanism for each direction and then agreeing the precise data specifications.The data specifications must identify every file, database table or message, and the content of each of those objects:the object format (database table, csv file, XML file, API message)the name of every fieldthe meaning of every fieldhow fields are identified in the data feed (by position in the record, or by name)the data-type of each field, including maximum length, number of decimal places for numbers, format for dates and timestampswhether the field is mandatory or optional valid data ranges or listsHaving worked with the Infobase data we have data profiles for each table from Infobase that we are using. We have used those data profiles to inform further research into each field. We will do the same for other sources - first Raiser’s Edge and then any others that need to have their data represented in the new CRM. This information should be useful to the new CRM project and is completely open and available to the CRM team.Data migration?We are planning for the Data Warehouse to be the vehicle for data migration to our new CRM platform. The Development Workstream Manager will oversee this process, working closely with both the Implementation Partner, and the Data Warehouse team. We are keen to utilise the expertise of our chosen Implementation Partner to ensure that this is a successful exercise, as we know that Data Migration is one of the most critical and risky tasks in this type of programme.Nightly Data Feed from the CRM to the Data WarehouseThe CRM supplier must make it possible for the data warehouse to collect all the CRM data, every night. The possible mechanisms are described in REF _Ref459191024 \h Data Flows between the CRM and the Data Warehouse. The volume of ActionAid’s data is small enough that we have been able to copy full data sets every night. It would be acceptable to receive changes only. This would make the transfer of data much smaller and therefore much quicker. However, detecting changes, and ensuring that none are missed, adds complexity that is not necessary. Using computer power that otherwise would be idle at night-time is a lower-cost solution.– GlossaryTermMeaning AAIAction Aid InternationalAAUKAction Aid United KingdomCMSContract Management SystemSystem used by AAI to manage restricted funding contractsNote: Not to be confused with Web CMS – Website Content Management System CPECampaign, Policy and EngagementCSChild SponsorshipCSM SysChild Sponsorship Modernisation SystemNew CSM System is used by AAI to manage CS on a global levelFAFunding AffiliatesCountries that raise fundsFSCFunding Source CodeAAI codes for restricted fundsIGIndividual GivingDonor that gives less than ?5k a yearLRPLocal Rights ProgrammeA group of communities that AAI support within a countryMGMajor GiversDonor that gives more than ?5k a yearNK SystemOld child sponsorship system that will be phased out end 2020. Replaced by CSM systemP&PPhilanthropy & PartnershipPGPrincipal GiverDonor that gives significant sum of moneyRERaiser EdgeSupporterAnyone that supports AAUK whether financially or through other meansWeb CMSWebsite Content Management System.Note: Not to be confused with CMS – Contract Management System ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download