St Andrews Ecommerce Workshop

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St Andrews E-commerce Workshop

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Hosts

• IT Services
• Heidi Fraser-Krauss
• Ester Ruskuc
• Kevin Thomson
• Mary Woodcock-Kroble

• Finance
• Eric Gillespie
• Karen Porteous
• Stuart Burnet

WorldPay
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Workshop Programme

• 10.45 am Introduction
• 11.00 am Description of the card payment process
  before
• e-commerce and of the University's
  finance systems
• 11.30 am Description and demonstration SAEF
• 12.30 pm Lunch
• 1.30 pm Problems and issues
• 2.30 pm Demonstration of IPDD by WorldPay
• 3.00 pm Questions and discussion
• 3.30 pm Coffee and departure

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Old Ways

• In the Cash Office
• In Departments
• At busy times
• Recurring payments

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Finance Systems

• Aptos (B-plan) - General Ledger, Sales Ledger
• Fees And Charges (Capita, Education) - Student
  Sales Ledger
• Fees and Charges and Aptos communicate in a
  semi-automated way using a built in file upload
  facility.

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St Andrews Environment

• Number of students 6000
• Number of staff 2000
• Turnover 73.2 million
• Credit card income 4 million

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Need for E-commerce

• Cash Office only location for card payments
• Partial payment processing at the time of payment
• Manual transaction records
• Human error
• Manual data entry

Scoping exercise June 2001 http//iii.gla.ac.uk/sc
otmid/gendocs/ecomm-smp.html
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Definition of E-commerce

• Electronic commerce, or e-commerce, is defined as
  making payments for goods and services via the
  Internet using a debit or credit card.

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The Project

• Started 1 November 2001, budget 10 000
• Funded by SHEFC
• Permanent Team
• Project Manager
• Facilitator
• Software Developer
• Technical Support
• Accountant
• Finance and pilot departments

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Project Objectives

• Improve customer service
• Streamline business processes and income
  collection (integration, human error, exchange
  rate)
• Take advantage of modern technology - move with
  the times

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Defined Requirements

• Outsource credit card transaction processing
  (PSP)
• Secure transactions
• On-line real-time authorisation
• On-line refund facility for the University
• Recurring payments facility

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Defined Requirements

• Acceptable service level agreement
• Good PSP customer management system
• E-mail communication
• Options for integration
• Electronic shop (bought v developed in-house)

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Stepping Stones

• Tender for PSP - WorldPay
• Change of merchant bank - Bank of Scotland,
  e-merchant numbers
• Evaluate shopping basket software
• Decide on method of integration
• Define communication requirements
• Identify pilot Departments and products

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Technical Information

• Shopping basket software Intershop 4.2
• Server for software Sun Fire V120
• Interface application is based on PC technology
  and written using scripting language Python
• The only browser restriction is that it must be
  able to handle forms

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Demonstration

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Implementation

• Rolled out gradually with pilot departments
• Documents detailing procedures
• One to one training
• Feedback requested and acted upon

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Benefits

• Self-service for customers, any time from
  anywhere
• Reduction of credit/debit card transaction costs
• No associated conversion charges
• Early student fee collection
• Automated instalment arrangements and payments
• Clarification of procedures

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Benefits

• Elimination of manual data entry into finance
  systems
• Immediate e-mail notification to all stakeholders
• Reduced human error
• No need for keeping card details on University
  premises, hence no liability
• Outsourced payment clearing, receipting and data
  storage

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Statistics

• Over 300 different products have been on sale in
  the shopping basket
• Over 5000 successful transactions through
  WorldPay
• Over 3.6 million collected
• Over 280 recurring payment arrangements
• No unplanned downtime

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Problems and Issues

• Fall into 3 Categories
• Technical problems
• Payment related issues
• Implementation issues

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Technical Problems

• Integration of Shopping basket software and
  WorldPay cartridge
• Limitations of data transmitted from the shopping
  basket to WorldPay
• E-mails to Departments
• Automatic upload of data into Fees and Charges
• Product without price

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Payment Related Issues

• Security limits imposed by individual banks
• Authorisation
• Future developments
• High volume of transactions
• Recurring payments setup, clearing and amendments

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Implementation Issues

• Existing/new policies and procedures
• New way of thinking - customer orientation
  (example)
• Elimination of swipe card machines

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Possible Future Developments

• To integrate with other developing systems at the
  University e.g. Student Portal
• Membership facility
• To maximise self-service for customers
• Automatic electronic updates to other University
  stock control systems