# OnDeck (Horizon) ## Policy Renewal Workflow System ### Functional Requirements Review (With User Feedback) --- ## 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. --- ## 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. --- ## 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 --- ## 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. --- > ❓ **QUESTION:** Who should have Admin access? > 💬 **USER RESPONSE:** > Likely Kristie Lulich and Tyler Lyster, though final determination should be deferred to Tyler. --- > ✅ **DECISION NEEDED:** Role assignment method > 💬 **USER RESPONSE:** > Roles should be assigned based on Microsoft 365 security groups. The more automation, the better. --- ### 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 --- ## 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. --- > ❓ **QUESTION:** Should task templates be department-specific? > 💬 **USER RESPONSE:** > Yes initially. In the future, tasks should be usable across departments if needed. --- ## 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. --- > ❓ **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. --- ## 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 | --- > ❓ **QUESTION:** Provide standard renewal templates > 💬 **USER RESPONSE:** > This information exists in the Claims database. --- > ❓ **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. --- ## 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. --- ### 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. --- > ❓ **QUESTION:** Single owner or multiple assignees? > 💬 **USER RESPONSE:** > Single owner per task to ensure accountability. Managers can reassign as needed. --- ## 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. --- > ❓ **QUESTION:** Policy exclusion reasons? > 💬 **USER RESPONSE:** > Defer to Tyler. Generally unclear why a policy would be excluded. --- > ❓ **QUESTION:** Should excluded policies remain visible? > 💬 **USER RESPONSE:** > Yes, with a visual indicator. --- ## 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. --- > ❓ **QUESTION:** Overdue reminder frequency? > 💬 **USER RESPONSE:** > Weekly consolidated summary to reduce notification fatigue. --- > ❓ **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. --- ## 8. Audit Trail & Compliance ### Logged Events - User identity - Before/after values - Timestamp - Sign-in attempts Audit logs are immutable and exportable. --- > ❓ **QUESTION:** Audit log retention period? > 💬 **USER RESPONSE:** > 18 months is sufficient. Can be extended later if required. --- > ❓ **QUESTION:** Need specific compliance reports? > 💬 **USER RESPONSE:** > No dedicated compliance reports needed for MVP. Standard task/status reporting is sufficient. --- ## 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