seubert-claims/dev/mvp.md

# OnDeck (Horizon)
## Policy Renewal Workflow System  
### Functional Requirements Review (With User Feedback)

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## Purpose of This Document

This document describes what **OnDeck** will do for your team. It incorporates stakeholder feedback directly into the functional requirements so the final system reflects real operational needs.

Stakeholders were asked to:
- Answer questions highlighted in yellow
- Confirm decisions highlighted in green
- Suggest changes or additions

User responses are embedded inline below.

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## What is OnDeck?

OnDeck is a web application that automatically creates and tracks renewal tasks for insurance policies. It integrates with **AMS360** to pull client, policy, and staff data, then generates tasks at the appropriate time based on configurable rules.

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## Key Benefits

- Automatic task creation based on policy expiration dates  
- Consistent renewal workflows across departments  
- Clear visibility into task ownership and overdue work  
- Full audit trail for compliance  
- Microsoft 365 single sign-on  

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## 1. User Roles & Permissions

OnDeck supports four user roles with different access levels:

| Role | Capabilities |
|-----|-------------|
| **Admin** | Full system access: user management, configuration, reporting, audit logs, data sync |
| **Manager** | View all clients/tasks, assign work, manage templates, run reports, view audit logs |
| **Account Executive (AE)** | View/update assigned clients and tasks, mark tasks complete |
| **Claims** | View client info and manage claims-related tasks only |

> ❓ **QUESTION:** Are these four roles sufficient?  
> 💬 **USER RESPONSE:**  
> Yes, these four roles are sufficient for the MVP. Additional roles or more granular permissions can be evaluated after rollout once usage patterns are clearer.

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> ❓ **QUESTION:** Who should have Admin access?  
> 💬 **USER RESPONSE:**  
> Likely Kristie Lulich and Tyler Lyster, though final determination should be deferred to Tyler.

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> ✅ **DECISION NEEDED:** Role assignment method  
> 💬 **USER RESPONSE:**  
> Roles should be assigned based on Microsoft 365 security groups. The more automation, the better.

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### Authentication

- Users authenticate using existing Microsoft 365 credentials
- No separate password required
- First login automatically creates an OnDeck account and links it to the AMS360 employee record

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## 2. Departments

OnDeck organizes work by department. Each policy and task template is associated with a department.

### Default Departments
- Personal Lines  
- Commercial Lines  
- Claims  
- Benefits  
- Other  

> ❓ **QUESTION:** Should all 13 AMS360 departments be synced?  
> 💬 **USER RESPONSE:**  
> Recommendation is to start with **Commercial Lines** and **Claims**. Personal Lines could be added later, but may not be needed initially due to other technologies in use.

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> ❓ **QUESTION:** Should task templates be department-specific?  
> 💬 **USER RESPONSE:**  
> Yes initially. In the future, tasks should be usable across departments if needed.

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## 3. Data from AMS360

OnDeck syncs data from AMS360 on a scheduled basis.

### Data Synced

| Data Type | Description |
|---------|-------------|
| Employees | Active employees become users with name, email, department |
| Clients | Active customers with contact and producer info |
| Policies | Expiration date, carrier, department, assigned reps (up to 2 reps + 2 execs) |

### Sync Schedule

- Nightly sync at **2:00 AM**
- Manual sync available to Admins

> ✅ **DECISION:** Is nightly sync acceptable?  
> 💬 **USER RESPONSE:**  
> Yes, no issues anticipated with a 2:00 AM sync.

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> ❓ **QUESTION:** Should policy date ranges be restricted?  
> 💬 **USER RESPONSE:**  
> No. Tasks occur year-round. Ideally include all current policies. Historical policies may be useful in the future.

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## 4. Task Templates

Task templates define renewal workflows and generate tasks automatically.

### Template Attributes
- Name  
- Description  
- Department  
- Timing (pre/post renewal)  
- Days offset  
- Priority  
- Optional client designation  

### Example Templates

| Task | Timing | Offset | Priority | Department |
|----|------|--------|---------|-----------|
| Order Loss Runs | Pre | -90 | Medium | Commercial |
| Review Coverage | Pre | -60 | High | Commercial |
| Send Renewal Quote | Pre | -30 | High | Commercial |
| Confirm Renewal | Pre | -7 | Urgent | Commercial |
| Issue Certificates | Post | +3 | Medium | Commercial |

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> ❓ **QUESTION:** Provide standard renewal templates  
> 💬 **USER RESPONSE:**  
> This information exists in the Claims database.

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> ❓ **QUESTION:** Do client designations require different tasks?  
> 💬 **USER RESPONSE:**  
> Differences exist mainly for **SHAPE** and **SHAPE2**, primarily impacting Claims. AEs generally follow the same workflow. Future enhancement could support à la carte or tiered services.

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## 5. Task Workflow

### Task Statuses

| Status | Meaning |
|------|--------|
| Not Started | Task created, work not begun |
| In Progress | Task actively being worked |
| Completed | Task finished (user + timestamp recorded) |
| Blocked | Waiting on external dependency |
| N/A | Not applicable (reason required) |
| Cancelled | Voided (reason required) |

> ❓ **QUESTION:** Are these statuses sufficient?  
> 💬 **USER RESPONSE:**  
> Generally yes, but preference is to avoid N/A and Cancelled by improving assignment accuracy at the policy/client level.

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### Task Assignment

> ❓ **QUESTION:** How should tasks be initially assigned?  
> 💬 **USER RESPONSE:**  
> Automatically based on predefined parameters (policy producer/AE or claims owner). Managers must be able to reassign.

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> ❓ **QUESTION:** Single owner or multiple assignees?  
> 💬 **USER RESPONSE:**  
> Single owner per task to ensure accountability. Managers can reassign as needed.

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## 6. Multiple Policies per Client

Clients may have multiple policies renewing together or separately.

### Proposed Behavior
- Default: one task set per client
- Options:
  - Group policies
  - Split policies
  - Exclude policies

> ✅ **DECISION:** Default task grouping  
> 💬 **USER RESPONSE:**  
> One task set per client is correct, with smarter assignment logic to minimize manual adjustments.

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> ❓ **QUESTION:** Policy exclusion reasons?  
> 💬 **USER RESPONSE:**  
> Defer to Tyler. Generally unclear why a policy would be excluded.

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> ❓ **QUESTION:** Should excluded policies remain visible?  
> 💬 **USER RESPONSE:**  
> Yes, with a visual indicator.

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## 7. Notifications & Alerts

### Alert Types
- Overdue tasks  
- Tasks due today  
- New assignments  
- System issues (Admins only)

### Delivery Methods
- In-app  
- Email  
- Microsoft Teams  

> ✅ **DECISION:** Teams notification targeting  
> 💬 **USER RESPONSE:**  
> Notifications should be sent to **individual users**, not shared channels.

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> ❓ **QUESTION:** Overdue reminder frequency?  
> 💬 **USER RESPONSE:**  
> Weekly consolidated summary to reduce notification fatigue.

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> ❓ **QUESTION:** Additional notification triggers?  
> 💬 **USER RESPONSE:**  
> - Policy renewal completion with carrier  
> - Client transition into SHAPE / SHAPE2 (notify management)  
> Task creation for SHAPE/SHAPE2 should occur after management assignment.

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## 8. Audit Trail & Compliance

### Logged Events
- User identity  
- Before/after values  
- Timestamp  
- Sign-in attempts  

Audit logs are immutable and exportable.

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> ❓ **QUESTION:** Audit log retention period?  
> 💬 **USER RESPONSE:**  
> 18 months is sufficient. Can be extended later if required.

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> ❓ **QUESTION:** Need specific compliance reports?  
> 💬 **USER RESPONSE:**  
> No dedicated compliance reports needed for MVP. Standard task/status reporting is sufficient.

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## Summary of Confirmed Direction

- MVP roles confirmed  
- Microsoft 365–based role automation preferred  
- Initial focus on Commercial + Claims  
- Single-task ownership model  
- Weekly overdue summaries  
- One task set per client by default  
- 18-month audit retention  


The Shape designation is already in use by AMS360, Shape2 has yet to be defined in AMS but will be similar to Shape