8.2 KiB
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
- 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