2. Wisconsin 17 Stanford 9

3. The University of Wisconsin, Madison E-Commerce Infrastructure Biggest current application Jack Duwe, Deputy CIO duwe@doit.wisc.edu

4. What infrastructure?  Campus/Bank/CyberCash connection  Secure web server  Mechanism to integrate with departmental storefront  Transaction detail audit trails  Help writing integration scripts  Cookbook “how to do it” instructions

5. Bank/CyberCash Connection  Each department a “merchant”  Merchant registers with CyberCash  Merchant/Business Services establishes new bank account  Merchant applies to credit card processor  We guide the merchant through this!

6. Application Setup  Merchant develops storefront –Or, we will contract to create/host it  We host the “Credit Card” form –API to the storefront

7. How does it work?  Transaction form from browser  Save detail in transaction database  Transmit to CyberCash  CyberCash to card processor  Card processor approves/denies  DoIT updates database, confirms to browser  Merchant informed (email, database)

8. Typical service DoIT offers  Help becoming E-commerce merchant  API to the storefront  Complete transactional detail  Customized email to customer  Confirming message to merchant  Web access to transaction database  Training in CyberCash administration

9. Cost and Billing Rates  Fixed costs –$109 to establish Merchant ID –$22/month to maintain Merchant ID –$150 to integrate storefront and CyberCash system (DoIT) –$65/month to maintain account (DoIT)

10. Cost and Billing Rates  Variable costs –2% of purchase total (card processor) –30¢/transaction (card processor) –50¢/transaction (DoIT)

11. Typical applications  “Soft goods” (no physical item) –Union conference services –Extension conference services –Registration for “Fun runs”, golf tournaments –Admission application fees –Memberships –Contributions

12. Typical applications  Physical products –(Distribution is the tough part!) –Software to students –Software to departments –Supplies to departments –Student football tickets (clumsy!) No API to proprietary ticket system

13. Volumes this year  20,000 orders  $1 million  Half during the last 3 months  Growing rapidly!

14. Technical Environment  Netscape Suitespot Web Server  Verisign 128-bit Digital Certificate  Perl/CGI  Oracle 7.3.4  DBI/DBD drivers  NT Server with IIs  ASP for merchant reporting

15. Technical Questions  Brian Busby, Project Manager  Brian.busby@doit.wisc.edu

16. The University of Wisconsin, Madison E-Commerce Infrastructure Biggest current application

18. What is WISC? An entity designed to serve Wisconsin Higher Education by making the most popular software available to students at the lowest prices possible

19. WISC serves:  26 University of Wisconsin campuses  12 WTCS campuses  250,000 Students  Departments  Each campus may have different policies

20. Student Product Offering  Office 2000 Premium Edition Word, Excel, PowerPoint, FrontPage, PhotoDraw, Publisher, Outlook Express, Access, Interactive Training, & Internet Explorer  Office 98 Macintosh ® Edition & FrontPage Word, Excel, PowerPoint, FrontPage, & Outlook Express  Windows ® 32 operating system upgrade Windows 95/98, Windows NT, & Windows 2000 (Feb. 17, 2000)  Visual Studio ® Professional Edition Visual Basic, Visual C++, Visual FoxPro, Visual InterDev, & Visual J++ Microsoft Products: Microsoft Products:

21. Student Product Offering  Corel WordPerfect Office 2000 Std Edition WordPerfect, Quattro Pro, Presentations, CorelCENTRAL, Trellix, Microsoft VBA, Adobe Acrobat Reader  Apple Operating System Upgrades Operating System Version 9.x  FileMaker Pro Windows and Macintosh Versions And More Products As They Become Available Additional Products: Additional Products:

22. MS Contract Requirements  Student sales –One media set per product –Office 2000 on secure CDs only  Department sales –No personal staff sales –Home use of office license OK

23. Funding  MS site license cost about the same as new Select program –For department use only Existing volume Concurrent use eliminated –Student use added at minimal cost  Funding –License is funded by each campus –Customers pay for media and distribution

24. Pricing  Student copies –$25-$30 per set –Includes shipping and handling  Department copies –$30-$60 per 10-pack –Includes shipping and handling

25. The work involved  Negotiate site licenses  Establish WISC web site –Customize for each campus –Use existing E-Commerce infrastructure  Organize advertising/promotion –38 cities

26. The work, continued  Organize distribution  Provide Help Desk scripts  Calculate costs  Set prices  Manage the project!

27. The team  Systems Engineering (Project mgt)  Distribution/Logistics  Marketing  Application Technology  End User Computing  Product Sales  Administration

28. Timeline  Contract negotiation –10 months –November-August  E-Commerce/Distribution system –5 months –June-October

29. The WISC Order Process 1. Authentication 2. License Agreement 3. Product Selection (History File) 4. Shipping Information 5. Payment Information 6. Order Acknowledgement

30. Email Receipt  Two Email Receipts Are Sent –To Address Specified on Order –To Address in Student Data File  Order Number and Shipping Information  Local Support Contacts  Customer Service Information

31. Distribution

32. Distribution/Logistics  DoIT Logistics group  Off-campus warehouse  Loading dock for semis  UPS online system  Twice-daily pickups  Most orders out same day, many delivered the next day!

33. Marketing & Promotion

34. Managing the Flow of Information for 38 Campuses  The WISC Home Page –http://www.wisc.edu/wisc  WISC News Emails  Displays & Posters  Ads Placed in Campus Papers  All Funded by Distribution Process

35. The First 90 Days

36. WISC Highlights – The First 90 Days  WISC Web site contains over 1500 pages of product specs and technical support information serving 38 campuses.  WISC Web Site had in excess of 2,000,000 hits in it’s first month of operation. Site currently has more than 10,000 visitors per week.  2,200 Orders were processed in the first day of operation. Over 10,000 Orders in the first month.

37. WISC Highlights – The First 90 Days  The volumes of credit card transactions were so great in the first days of operation that our credit card vendor could not keep up.  To date, all online orders have been shipped within 24 hours of the time they were ordered!  The WISC online ordering system allows customers to track their order from our loading dock to their front door.

38. WISC Highlights – The First 90 Days  Customer Service 800 number is averaging 75 calls per day.  Emails to Customer Service average 30 per day.  Mail-In (Non-Credit Card Sales) Averaging 7% of Total  More Than:  18,000 Online Orders Shipped  25 Tons Shipped via UPS  525,000 CDs, Ordered or Replicated  $550,000 In Credit Card Revenue Collected Online

39. WISC Technical Questions  Pat Brennan, Project Manager  Pat.brennan@doit.wisc.edu

41. The University of Wisconsin, Madison E-Commerce Infrastructure Biggest current application Jack Duwe, Deputy CIO duwe@doit.wisc.edu