292 lines
8.2 KiB
Markdown
292 lines
8.2 KiB
Markdown
# OnDeck (Horizon)
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## Policy Renewal Workflow System
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### Functional Requirements Review (With User Feedback)
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---
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## Purpose of This Document
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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.
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Stakeholders were asked to:
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- Answer questions highlighted in yellow
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- Confirm decisions highlighted in green
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- Suggest changes or additions
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User responses are embedded inline below.
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---
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## What is OnDeck?
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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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---
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## Key Benefits
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- Automatic task creation based on policy expiration dates
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- Consistent renewal workflows across departments
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- Clear visibility into task ownership and overdue work
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- Full audit trail for compliance
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- Microsoft 365 single sign-on
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---
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## 1. User Roles & Permissions
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OnDeck supports four user roles with different access levels:
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| Role | Capabilities |
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|-----|-------------|
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| **Admin** | Full system access: user management, configuration, reporting, audit logs, data sync |
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| **Manager** | View all clients/tasks, assign work, manage templates, run reports, view audit logs |
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| **Account Executive (AE)** | View/update assigned clients and tasks, mark tasks complete |
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| **Claims** | View client info and manage claims-related tasks only |
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> ❓ **QUESTION:** Are these four roles sufficient?
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> 💬 **USER RESPONSE:**
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> 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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---
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> ❓ **QUESTION:** Who should have Admin access?
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> 💬 **USER RESPONSE:**
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> Likely Kristie Lulich and Tyler Lyster, though final determination should be deferred to Tyler.
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---
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> ✅ **DECISION NEEDED:** Role assignment method
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> 💬 **USER RESPONSE:**
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> Roles should be assigned based on Microsoft 365 security groups. The more automation, the better.
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---
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### Authentication
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- Users authenticate using existing Microsoft 365 credentials
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- No separate password required
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- First login automatically creates an OnDeck account and links it to the AMS360 employee record
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---
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## 2. Departments
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OnDeck organizes work by department. Each policy and task template is associated with a department.
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### Default Departments
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- Personal Lines
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- Commercial Lines
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- Claims
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- Benefits
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- Other
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> ❓ **QUESTION:** Should all 13 AMS360 departments be synced?
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> 💬 **USER RESPONSE:**
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> 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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---
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> ❓ **QUESTION:** Should task templates be department-specific?
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> 💬 **USER RESPONSE:**
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> Yes initially. In the future, tasks should be usable across departments if needed.
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---
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## 3. Data from AMS360
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OnDeck syncs data from AMS360 on a scheduled basis.
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### Data Synced
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| Data Type | Description |
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|---------|-------------|
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| Employees | Active employees become users with name, email, department |
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| Clients | Active customers with contact and producer info |
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| Policies | Expiration date, carrier, department, assigned reps (up to 2 reps + 2 execs) |
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### Sync Schedule
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- Nightly sync at **2:00 AM**
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- Manual sync available to Admins
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> ✅ **DECISION:** Is nightly sync acceptable?
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> 💬 **USER RESPONSE:**
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> Yes, no issues anticipated with a 2:00 AM sync.
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---
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> ❓ **QUESTION:** Should policy date ranges be restricted?
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> 💬 **USER RESPONSE:**
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> No. Tasks occur year-round. Ideally include all current policies. Historical policies may be useful in the future.
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---
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## 4. Task Templates
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Task templates define renewal workflows and generate tasks automatically.
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### Template Attributes
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- Name
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- Description
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- Department
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- Timing (pre/post renewal)
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- Days offset
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- Priority
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- Optional client designation
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### Example Templates
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| Task | Timing | Offset | Priority | Department |
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|----|------|--------|---------|-----------|
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| Order Loss Runs | Pre | -90 | Medium | Commercial |
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| Review Coverage | Pre | -60 | High | Commercial |
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| Send Renewal Quote | Pre | -30 | High | Commercial |
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| Confirm Renewal | Pre | -7 | Urgent | Commercial |
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| Issue Certificates | Post | +3 | Medium | Commercial |
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---
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> ❓ **QUESTION:** Provide standard renewal templates
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> 💬 **USER RESPONSE:**
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> This information exists in the Claims database.
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---
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> ❓ **QUESTION:** Do client designations require different tasks?
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> 💬 **USER RESPONSE:**
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> 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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---
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## 5. Task Workflow
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### Task Statuses
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| Status | Meaning |
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|------|--------|
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| Not Started | Task created, work not begun |
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| In Progress | Task actively being worked |
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| Completed | Task finished (user + timestamp recorded) |
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| Blocked | Waiting on external dependency |
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| N/A | Not applicable (reason required) |
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| Cancelled | Voided (reason required) |
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> ❓ **QUESTION:** Are these statuses sufficient?
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> 💬 **USER RESPONSE:**
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> Generally yes, but preference is to avoid N/A and Cancelled by improving assignment accuracy at the policy/client level.
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---
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### Task Assignment
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> ❓ **QUESTION:** How should tasks be initially assigned?
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> 💬 **USER RESPONSE:**
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> Automatically based on predefined parameters (policy producer/AE or claims owner). Managers must be able to reassign.
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---
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> ❓ **QUESTION:** Single owner or multiple assignees?
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> 💬 **USER RESPONSE:**
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> Single owner per task to ensure accountability. Managers can reassign as needed.
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---
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## 6. Multiple Policies per Client
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Clients may have multiple policies renewing together or separately.
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### Proposed Behavior
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- Default: one task set per client
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- Options:
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- Group policies
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- Split policies
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- Exclude policies
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> ✅ **DECISION:** Default task grouping
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> 💬 **USER RESPONSE:**
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> One task set per client is correct, with smarter assignment logic to minimize manual adjustments.
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---
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> ❓ **QUESTION:** Policy exclusion reasons?
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> 💬 **USER RESPONSE:**
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> Defer to Tyler. Generally unclear why a policy would be excluded.
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---
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> ❓ **QUESTION:** Should excluded policies remain visible?
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> 💬 **USER RESPONSE:**
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> Yes, with a visual indicator.
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---
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## 7. Notifications & Alerts
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### Alert Types
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- Overdue tasks
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- Tasks due today
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- New assignments
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- System issues (Admins only)
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### Delivery Methods
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- In-app
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- Email
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- Microsoft Teams
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> ✅ **DECISION:** Teams notification targeting
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> 💬 **USER RESPONSE:**
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> Notifications should be sent to **individual users**, not shared channels.
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---
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> ❓ **QUESTION:** Overdue reminder frequency?
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> 💬 **USER RESPONSE:**
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> Weekly consolidated summary to reduce notification fatigue.
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---
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> ❓ **QUESTION:** Additional notification triggers?
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> 💬 **USER RESPONSE:**
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> - Policy renewal completion with carrier
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> - Client transition into SHAPE / SHAPE2 (notify management)
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> Task creation for SHAPE/SHAPE2 should occur after management assignment.
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---
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## 8. Audit Trail & Compliance
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### Logged Events
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- User identity
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- Before/after values
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- Timestamp
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- Sign-in attempts
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Audit logs are immutable and exportable.
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---
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> ❓ **QUESTION:** Audit log retention period?
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> 💬 **USER RESPONSE:**
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> 18 months is sufficient. Can be extended later if required.
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---
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> ❓ **QUESTION:** Need specific compliance reports?
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> 💬 **USER RESPONSE:**
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> No dedicated compliance reports needed for MVP. Standard task/status reporting is sufficient.
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---
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## Summary of Confirmed Direction
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- MVP roles confirmed
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- Microsoft 365–based role automation preferred
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- Initial focus on Commercial + Claims
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- Single-task ownership model
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- Weekly overdue summaries
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- One task set per client by default
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- 18-month audit retention
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The Shape designation is already in use by AMS360, Shape2 has yet to be defined in AMS but will be similar to Shape
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