Managing Disputes through Technology University of Phoenix Managing Disputes through Technology University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

About University of Phoenix Established in 1976 Based in Phoenix, AZ Higher education programs for working students 300,000+ students Nearly 200 campus locations Internet delivery across U.S. and around the world via student website Over 100 degree and certificate programs University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

An “Outside-the-Box” Approach Traditional choices Ombudsman General Counsel Dean of Students Status quo Clear process needed for students to voice disputes and reach resolutions Comply with regulations of accrediting bodies Centralize, track and resolve escalated student issues in a very large and highly distributed environment Create a central office with a student service focus University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

An “Outside-the-Box” Approach Office of Dispute Management (ODM) created in December 2002 Balance responsibilities of campus management Provide centralized compliance monitoring, risk management and trend analysis Apply modern dispute management theory Manage resolution of a variety of student and faculty disputes and appeals Academic appeals Financial issues Student discipline University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Automating Dispute Process Enhance existing student dispute management process Promote consistent resolution process across all campuses for handling student disputes Provide a clear process for students to submit a formal dispute Deliver comprehensive feature set with workflow and reporting capabilities University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Dispute Management System The Solution Dispute Management System Develop a web-based system/process with automated functionality to support dispute management and to allow students to submit a dispute online from their student website. University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

The Project Requirements determined according to need, policy and regulation Combined disciplines from traditional project management, agile development and UI engineering to maximize results University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Dispute Management System University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Dispute Initiated Student reports complaint to their campus Campus sends a link containing the online dispute form to the student’s website Student submits dispute online from their student website Dispute is received in Dispute Management System, the workflow begins University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Dispute Status, Actions and Workflow Prompts All disputes are categorized with a status New Open Closed Resolved Statuses are result of an Action taken and prompts the Workflow Actions can only be taken if user has permissions to do so University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Workflow New disputes automatically assign to Campus Administrator Only authorized campus personnel can access Email notification generates to Campus Campus Administrators must either work or assign Closed disputes reviewed by ODM for handling accuracy ODM officially closes the dispute as Resolved University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

User Permissions User access controlled by role type which identifies permissions Users only access disputes assigned to them Users only perform actions established for role type ODM officers can access any dispute and perform all actions University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Email Alerts & Notifications Notification generates to the campus for all new disputes Alert generates each business day a dispute remains in new status Alert generates to senior personnel when in new status for 10 business days Notification generates to person a dispute assigned to University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Architecture University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Technologies Frame work Spring 2.0.4 MVC Spring MVC View layer Ext.js, Prototype.js, JSP, AJAX, JSON App Server Jboss 4.0.5 GA Data layer Hibernate 3.0 Database MS SQL Server 2000 Authentication  ACEGI,CAS,CAP Web Services Xfire   Tools Fortify, QTP, LoadRunner Libraries Quartz University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Technical Challenges Controlled Access Securing Legal Data Conflicting Requirements Outside users Locking Feature Communication with other applications Securing Legal Data Backing up secured data Monitoring the application’s availability University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Future Direction Consolidating other dispute systems Easy access to earlier disputes Retaliatory issues Load Balancing Trending University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Key Benefits Automated Dispute Management System Controls for regulatory adherence Central data storage Record integrity Workflow capabilities User permission controls On-demand reporting University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

On-Demand Reporting By Location – Region, Campus Average Days Type / Category Compliance Performance Resolved-Unresolved Chart Percentage by Type Campus by Type Campus Activity Bar Chart Long Term Chart Program-Version Average Time by Location by Days University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.

Contact Information Aline Grossman, Executive Director University of Phoenix email: aline.grossman@phoenix.edu Traci Hardy, Project Manager University of Phoenix email: traci.hardy@phoenix.edu Maddy Lakshmanan, IT Engineer Apollo Group / University of Phoenix email: maddy.lakshmanan@apollogrp.edu University of Phoenix © 2008 University of Phoenix, Inc. All rights  reserved.