fy10 annual report for griffin - griffin help - home us/griffin... · this is griffin’s first...

October 18, 2010

FY10 Annual Report

For a four‐minute video on highlights of Griffin FY10, available on griffinhelp.uchicago.edu, see: http://griffinhelp.uchicago.edu/tutorials/10for10/player.html

October 18, 2010

I. Executive Summary

An annual report is akin to a collection of snapshots . By focusing our lens on various aspects of our work over the course of the year, we can better understand what we have accomplished. And in future years, by taking new snapshots of the same work, we can identify areas for improvement, spot trends and anomalies, and compare our progress over time.

We hope that our community of users might also find this annual summary interesting, since they play a starring role as the focus of Griffin’s products and services, and as significant contributors of ideas, effort, and data.

This is Griffin’s first annual report, and covers the second year of Griffin’s life as a fully‐operational system independent of the prior system, ADDS. While FY09 was a year of significant stabilization for Griffin, FY10 was about building on the strong stable core. This building is reflected in the FY10 report as follows.

Major system and data improvements. FY10 marked the start of engaging Local Implementation Managers in setting priorities for improvements, especially in the area of the most expensive and important improvements now referred to as High‐Level Enhancements (HLEs for short). Griffin moved to a quarterly release schedule, which allowed for development of larger, more important enhancements while enabling the Griffin team to predictably meet expectations and delivery deadlines. Consequently, the list of major system and data improvements completed in FY10 is impressive, and spans functions from gift to bio to prospect. For more information and lists of improvements, see these sections:

II. High‐Level Enhancements III. Data Enhancements & Integrity

Support and training. People are the focus here, specifically people who use Griffin to get the job done. It is a complex, robust system for which training and answers are required. Quality and responsiveness is paramount: people writing to Griffin Help can expect a useful response within an hour during normal business hours, while Griffin training averages a student‐to‐instructor ratio of just 3.6 to 1. For more information, see these sections:

IV. Griffin Help V. Training

Scope of operational work. This is another view of Griffin, looking at elements that define the day‐to‐day life of the system over the course of the year. For more information, see these sections:

VI. Tickets VII. Giving Transactions VIII. Size of System

In addition to added functionality, this was a year of creating efficiencies across the board to take best advantage of our resources. New feeds, automated tools, canned reports, training on demand, and data summarization like donor totals and the consistent donor affiliation, all lead to delivering a better product, requiring fewer staff.

October 18, 2010

II. High‐Level Enhancements A. Prioritization Process

Griffin moved from monthly to quarterly releases beginning after the last monthly release on December 3, 2009. This was done to accommodate the longer development and testing periods needed for larger projects, to increase the team’s ability to deliver added value on time, and to assist the user population to know what to expect in terms of deliverables.

Most Griffin technical development work falls into two queues, system development managed by the Production Readiness and Operational Support team (PROS), and reports managed by the User Relations analysts. In fall 2009, the Griffin team implemented a formal process for prioritizing big‐ticket system improvements for these queues, called High‐Level Enhancements (HLE’s). The new process engaged Local Implementation Managers in a twice‐annual review of report, project or enhancement requests to come to consensus about which should be completed in the upcoming deployment schedule, within the resource constrictions in place at the time the work is to be done. The consensus recommendation of the LIMs goes to

0

20

40

60

Average time available per

quarter under a monthly release

schedule

Average time available per

quarter under a quarterly release

schedule

39.5 46.5

Found TimeBy shifting from monthly to quarterly releases, the Griffin team was able to increase the time available for product development and for dedicated

testing. Below are the numbers during a typical 3‐month period.

Development time recaptured, by days

0

10

20

Monthly Releases Quarterly Releases

7

15

Dedicated testing days recaptured, per release

October 18, 2010

the Griffin Executive Group for final approval. By the end of FY10 this process had been successfully completed twice, is now an established practice, and has proven successful in getting the most important work completed on time, in setting user expectations appropriately, and in identifying needs of users across campus, as well as across functions and roles.

B. Functional High‐Level Enhancements

Below is a list of the seventeen high‐level projects and enhancements released in Griffin in FY10. Title: QAS Pro integration with Griffin Synopsis: Validates all new addresses entered on maintenance screens against current USPS delivery point data. (RT 8370) Title: Bio Mass Update Synopsis: Allows users to mass add Activities, Awards and Honors, Committees, Interests, Mailing Lists, Sports, and Student Activities to entity records. (RT 6422) Title: Address Superpage Synopsis: Create a screen that assists users in recording all of the information that frequently needs updating when a home or business address changes. Currently a user might need to remember to go to eight or more screens to record an entity’s change‐of‐address, and this situation means that data is slowly degrading as more addresses are maintained poorly by well‐trained, well‐meaning Griffin users who aren’t able to memorize the maze. (RT 8499) Title: Corporate record deactivation Synopsis: Deactivate any corporate record where no gift, employee, or other material information is recorded, to reduce the barriers to accessing meaningful records quickly. (RT 6117) Title: Gargoyle Parent Feed Synopsis: Feed Parent Data from Gargoyle to supplement the data loaded from the Common Application. This will keep parent data fresher – e.g., inactivate parent records when the children don't matriculate. (RT 8542) Title: Lockbox Feed Synopsis: Create a feed as‐needed from the lockbox company (Northern Trust) to Griffin to support the Lockbox transition project in Gift & Records Services. (RT 6333) Title: Upgrade to Advance Web 9.3 plus hardware upgrade Synopsis: Upgrade to latest version of vendor software, which among other things allows Griffin to work in Firefox, and to process mailings of up to 250,000 records without extra arrangements required. Title: Automated Prospect Stages Synopsis: Tracking p‐rospects through each stage of the philanthropic cycle allows implementation of fully integrated Moves Management. (RT 822, 8722‐8724, 8726‐8728, 8739, 8775, 8836) Title: New Prospect warning Synopsis: Reduce the number of duplicate prospect records, reduce staff time spent adding and deleting them, and increase the content of active prospect records, by warning a user attempting to add a prospect record if an inactive record already exists. (RT 8842)

October 18, 2010

Title: Allow PM staff to enter fundraiser goals Synopsis: Change form to allow Prospect Management staff to maintain fundraiser goals on‐demand. (RT 6210) Title: Disqualification revisit date Synopsis: Add a searchable field to the prospect detail screen to enable staff to record the date when a prospect being disqualified should be revisited. (RT 6307) Title: Events Project Synopsis: Improve the event details screen, enhance the name tag functionality, and create a participants super page. These change will improve the navigation and data maintenance aspects of the nascent Events functionality in order to improve engagement data and facilitate event management. (RT 7871, 8261, 8996, 9031, 9845, 10011, 7766, 9969) Title: Household Total Giving Synopsis: Calculates one combined donor total for couples, for use in queries and reports. (RT 7576, 8975, and 8976) Title: Consistent Donor Flag Synopsis: Implemented as a Consistent Donor Affiliation, which is available on the entity overview screen so consistent donors can be spotted immediately. Based on University cash plus match giving, the affiliation is searchable via GrifFind and Grif‐WebI. (RT 8563) Title: Re‐design payment schedule screen Synopsis: Complete re‐design of the Pledge Payment Schedule screen to increase usefulness, eliminate ambiguity, and clarify status. (RT 6162) Title: Entity Overview ‐ Add Degree Program Synopsis: Add Degree Program information to the Entity Overview screen where other degree information is located, in order to see immediately whether a Booth alum is Weekend MBA or Executive Program, Asia or any other Booth program. (RT 8889) Title: Add FacEx option to standard mailing file Synopsis: Add ability to mail to Faculty Exchange addresses that are available on a Griffin record, to expedite in‐house mailings. (RT 4111)

C. New Reports

Below is a list of the twenty‐six reports released in Griffin in FY10.

Annual Fund Allocation Account Analysis (RT 8582)

Annual Giving Analysis (RT 8581)

Bio Records / Data Integrity Summary Report – listing of occurrences (RT 8379)

College Alumni University Wide Donor Analysis (RT 10327)

Context‐Sensitive Version of Trustee report TRS‐03 (RT 8572)

Division Reunion Giving, goals, and Progress (RT 7971)

Donor Profile – Divisional LYBUNT/SYBUNT (RT 8153)

Donor Recognition Pyramid (RT 5782)

Entity Profile – Exportable, aka Alumni Study Trip Traveler’s Report (7768)

October 18, 2010

Event Comparison Report (RT 8942)

Event Name Tag Report (RT 5873)

Event Response Report (RT 6296)

Strategic Planning Event Tracking (RT 2163)

Giving Pyramids by School Unit/Division (RT 8583)

Giving Transaction Pyramid (RT 7231)

Leadership. By Source Cash Summary and Detail (RT 5780)

Org Entity Detail Report ‐ Exportable (RT 9206)

Org Giving Summary (RT 8668)

Org Hierarchy Report – with donor totals and employee count (RT 8080)

Prospect ‐ Completed and To Do Actions by Lead (RT 5854)

Prospect ‐ Gift Officer Activity Dashboard – complete replacement of existing report (RT 9862)

Prospect ‐ Gift Officer Activity Report – including URM/TM/SM and all Strategies/Ratings (RT 7738)

Prospect – Gift Officer Progress to Fiscal Yr Goals (RT 5845)

Strategic Initiatives Totals Report (RT 9355)

US News and World Report Survey (RT 5862)

Volunteer Call Sheets for LYBUNTS/SYBUNTS or any other group (RT 9251)

III. Data Enhancements & Integrity

Below is a summary of significant data enhancements and improvement projects aimed at building the quality and completeness of biographic data, especially contact data. Below the matrix are graphs demonstrating the results of concentrated efforts to find lost alumni.

Project Completed Target Group Impact Impact Metric

Lost Alumni Batch September 2009

University alumni 1934 to present with no active mailing or email address

2,053 new addresses, plus 506 deceased updates

1.3% increase in contactable alumni

Phone Appends December 2009

Griffin entities with no Active home phone number

58,673 new home phones

28.7% increase in good home phone numbers

Cell Phone Appends

March 2010

University alumni and friends with no active home or cell phone

4,261 new cell phones 84% increase in cell phone numbers

QAS Address verification On‐line

February 2010

All manual U.S. address updates made by any user in Griffin

6,000 – 7,000 addresses per month

15% increase in verified addresses per year

QAS Address verification Training

February 2010

All Griffin users with address maintenance rights

82 general users trained plus GRS bio staff

Email Appends May 2010 University alumni with no active email address

5,390 new email addresses

5.5% increase in alumni email addresses

Lost Alumni June 2010 University alumni 1934 to present with no active mailing or email address

1,926 new addresses, plus 118 deceased updates

1.3% increase in contactable alumni

October 18, 2010

IV. Griffin Help Griffin Help staffing transitioned from a manager and one full‐time temporary responder to a manager and two full‐time regular responders, and so the team was able to take on more duties including writing site help documentation (the help that is available from within Griffin), writing and distributing release and other announcements, and testing enhancements and upgrades prior to deployment. The Griffin Help team continues to maintain its schedule of 9‐5 pm weekdays, and a one‐hour‐or‐less response time within their operating schedule.

All told for FY10, the Griffin Help team responded to and resolved $2,840 requests for help. Of them, fewer than 500 resulted in an RT ticket, meaning that approximately 2,400 were resolved immediately, usually in the form of advice or information.

On the site help front, a total of 111 new and 69 modified site help documents were added in the course of the year.

‐2,000 4,000 6,000 8,000 10,000 12,000 14,000

Total Lost AlumniLost is defined as no good home, business, email, alternate email

address AND no good phone number of any kind

0.0%1.0%2.0%3.0%4.0%5.0%6.0%7.0%8.0%9.0%

Lost Alumni as % of Living Alumni (Living Alumni = 154,039 on 6/30/2010)

October 18, 2010

V. Training

The Training team remains short‐handed with an additional training position still unfunded. Despite this, and in addition to the extensive number of scheduled and ad hoc classes provided to end‐users over the course of the year, the team achieved another major goal – the launch of a new Griffin Help page with access to faq’s, training manuals, Quick Reference Guides, and training on demand, including four new video snippets (Solicitation Clearance Process, Uploading ID’s to a Clipboard, Performing an “Entity with Spouse” GrifFind, and Using the VCR Controls). Additionally, two new reference documents were produced (Prospect Maintenance Manual, QAS Pro QRC), five manuals were updated (Annual Fund, GrifFind, Grif‐WebI II, Program Data, Address Maintenance) and six Quick Reference Cards were updated (HR Name Maintenance, Program Data, GrifFind, WebI I & II, Address Maintenance).

241 242272

220246

271236

220

281

242

160

209

0

50

100

150

200

250

300

Resolved GrifHelp InquiriesFY10 ‐‐ 2,840 Total

Prospect 139

Events 112

Gift 229

TMS/Other Code Requests 236

GrifFind/Saved ID 326

Bio 381

General 529

System/Settings Errors 208

Reporting/Grif‐WebI 680

Resolved GrifHelp Inquiriesby Subject

October 18, 2010

The next two pages provide detailed metrics on Griffin classes and training.

A. Courses Offered

Total Sessions Total people trained Total person‐hours of training delivered

Scheduled Classes Intro to Griffin/Bio Inquiry 34 100 300 QAS ‐ Quick Address Service 17 93 93 GrifFind, Clipboard, Mailer, Reports 26 87 261 Program Data Maintenance 22 64 160 Prospect Mgmt MAINTENANCE 22 55 165 Address Maint. Cmpltd, Taken or Passed 20 53 133 Grif‐WebI Fundamentals I 16 53 159 Gift Inquiry 13 40 120 Event Maintenance 12 39 117 Address Superpage Debut 3 34 34 Monthly Griffin Q&A 4 29 58 Campus Week ‐ Regional Training 3 26 52 Bio Mass Update 8 24 24 Campus Week ‐ Event Maintenance 2 22 44 Prospect Mgmt VIEW w/Actions 9 19 38 Grif‐WebI Fundamentals II 6 17 51 Immersion w/gifts 3 15 105 Intro to Griffin (OPS) 2 13 39 Honor Roll Maintenance 3 13 13 Program Data Maint. w/Bio Mass Update (GRS) 2 12 36 Add Entity II ‐ Organization 2 11 33 GrifFind, Clipboard, Mailer, Reports (GRS) 2 11 33 Address Maintenance Review (GRS) 2 11 33 Add Entity Organization (GRS) 2 11 33 Add Entity I ‐ Person 2 9 27 Add Entity Person (GRS) 2 9 27 Organization Maintenance 1 8 24 Stewardship Maintenance 3 6 9 Event Maintenance (ALA) 1 5 15 Intro to Griffin & GrifFind (ALA) 1 4 12 Organization Inquiry 2 2 4 Gift GrifFind 2 2 3 Bulk Appeal Header 1 2 1 Bio GrifFind 1 1 2 Event GrifFind 1 1 2

Scheduled Class Totals 252 901 2,259

Ad Hoc Classes (e.g. off schedule) Intro to Griffin (in person) 9 10 30 Intro to Griffin (WebEx) 1 1 3 Acknowledgement Helper (in person) 6 6 9 Program Data Maintenance (in person) 2 2 6 Program Data Maintenance (WebEx) 1 1 3 GrifFind, Clipboards, Mailer, Reports (in person) 1 1 3 GrifFind, Clipboards, Mailer, Reports (WebEx) 1 1 3 Address Maintenance (WebEx) 1 1 3 Event Maintenance (WebEx) 1 1 3 Gift Inquiry (WebEx) 1 1 3 Grif‐WebI Fundamentals II (WebEx) 1 1 3 Prospect Management (in person) 1 1 3

Ad Hoc Class Totals 27 28 75

All Classes 278 928 2,334

October 18, 2010

B. Training by Area

Total (Unduplicated)

people trained Total (duplicated)

people/classes

Biological Sciences Division 4 6

Cancer Research Center 1 2

Chapin Hall Center for Children 1 2

Chicago Booth 29 84

College 2 9

Comptroller, Office of the 1 2

Computation Institute 1 1

Court Theatre 3 4

Divinity School 2 19

Franke Institute 1 2

Graham School 0 0

Harris School of Public Policy 4 9

Humanities 4 14

International House 3 5

Laboratory Schools 5 14

Law School 7 25

Library 3 5

Medical Center Development 27 69

NSIT 6 2

Oriental Institute 6 25

Physical Sciences, Division of the 4 12

President, Office of the 4 8

Smart Museum 4 15

Social Sciences, Division of the 2 6

Social Service Administration, School of 7 11

Special Programs, Office of 1 3

UARD ‐ Alumni Association 38 101

UARD ‐ AVP's Office 17 38

UARD ‐ Communications 26 37

UARD ‐ Individual Giving & Regional Programs 49 136

UARD ‐ Operations 48 158

UARD ‐ Strategic Services 19 87

UARD ‐ Vice President's Office 4 9

University News Office 1 4

University Resources 3 5

V.P. & Dean of Students, Office of the 10 18

Total 347 947

October 18, 2010

Priority Count

0 2

1 144

2 2,628

3 53

Grand Total 2,827

VI. Tickets A. Tickets Created in FY10

Tracking tickets, also known as RT tickets, are used to ensure that work ranging from new account requests

to new code values to documentation to bug reports to large scale enhancements are properly managed,

and don’t fall through the proverbial cracks.

As a matter of routine, the managers of the four queues (PROS, Reporting, User Relations, Gift and Records

Services) convene twice a week to review all new tickets and, among other things, assign a priority value of

1, 2, or 3 to ensure that the most critical tickets don’t wait too long to be addressed.

Here is the criteria used to set priority values:

0 – Production Interruption

Reserved for production outages and catastrophic failures that prevent users from completing any component of their work and for which there is no workaround.

1 – High Priority

An issue that results in the inability to perform a specific operation or set of operations and for which there is no viable workaround.

2 – Medium Priority

An issue that results in the inability to perform a specific operation or set of operations but for which there is a viable workaround.

3 – Low Priority

An issue that results in the inability to perform low‐impact, non‐essential operations and for which there is a viable workaround.

An issue that is cosmetic and has low‐impact on operations.

An issue that results in the inability to perform an operation for which the application has not been designed and has minor importance to operations.

An issue that identifies a gap between desired capability and the current capabilities of the application.

In FY10, a total of 2,827 RT tickets were created.

The following set of graphs shows the breakdown of

these tickets by a number of variables. Subsequent

graphs break out tickets resolved in FY10, and

delineate the ticket queue at year‐end.

4%

10%

8%

77%

1%

By Status at Close of Fiscal Year

new

open

queued

resolved

stalled

October 18, 2010

‐ 200 400 600 800 1,000

8 ‐ Admin

5 ‐Maintenance

4 ‐ Enhancement

3 ‐ Data

2 ‐ Bug

9 ‐ Other

7 ‐ Project

Not Recorded

9 ‐ User or Technical Support

6 ‐ Investigate & Decide

1 ‐ Outage

By Issue Type

0 50 100 150 200 250

Strategic Services

Alumni Relations

Booth

Gift and Records Services

Annual Giving

Fnd/Corp Relations

Medical Center

Regional

Divinity

Divisions and College

Law School

Strategic Communications

Student Services

Other Schools/Units

Library

SSA

Harris School

By LIM Area

October 18, 2010

B. Tickets Resolved in FY10

0 200 400 600 800 1000

8 ‐ Admin

5 ‐Maintenance

4 ‐ Enhancement

3 ‐ Data

2 ‐ Bug

9 ‐ Other

7 ‐ Project

6 ‐ Investigate & Decide

Not Recorded

1 ‐ Outage

9 ‐ User or Technical Support

By Issue Type

0 50 100 150 200 250

Strategic Services

Alumni Relations

Annual Giving

Booth


Medical Center

Fnd/Corp Relations

Divinity


Law School

Regional


Library

Student Services

SSA

Harris School

By LIM area

Priority Count

0 2

1 185

2 2,400

3 51

Total 2,638

October 18, 2010

0 100 200 300 400 500 600

Reporting

Ad Hoc Data Fixes

Other

Security

Site Help

Configuration

Config ‐ Stored Procedure

Hardware/Environment

Batch Processing

Ruffalo Cody Feed

Gargoyle Feed

Performance

Lab School Feed

Data Merge

Vendor Defect/Enhancement

Inquiry ‐ How To

GSB Feed

Web Code

FAS Feed

Alumni Feed

Feature Unavailable

HR Feed

System Down

HAS Feed

Integration

Acknowledgements

Common Application

By Work Type

2,827 2,638

‐

500

1,000

1,500

2,000

2,500

3,000

FY10 Ticket Traffic

Tickets Created Tickets Resolved

October 18, 2010

C. Ticket Pipeline at Close of FY1O

37

795

133

by Priority

1

2

3

196

92

495

182

by Queue

Functional Reporting

Gift & Record Services

PROS Team

User Relations

0 20 40 60 80 100 120 140 160

Strategic Services


Alumni Relations

Annual Giving

Booth

Fnd/Corp Relations

Regional

Medical Center



Law School

SSA

Divinity

by LIM Area

October 18, 2010

VII. Giving Transactions The following graphs illustrate the number of gifts processed during FY10, and the number of gifts received online. As represented in this chart, peak gift giving periods fall during calendar and fiscal year-end.

Online giving is increasingly popular. As shown in this chart, the College, Law School, and Booth lead the way for online giving.

FY10 Number of Online Gifts By Division Totals 9,288

27238

3395

125309

31 109 189393

17648

1010

358

59217

4115

2 13 81

2077

312

0

500

1000

1500

2000

2500

3000

3500

4000

October 18, 2010

VIII. Size of System at FYE 2010 A. Record counts

As of June 30, 2010 there were 518,790 entities in Griffin, including active, reported deceased, deceased, or defunct.

42,952 contactable person records were added to the database in FY10, representing a 13% increase in contactable people records in Griffin over the course of the year.

In terms of gift transactions, there are

1,793,414 outright gifts, phone pledge payments, deferred gifts, and bequests

84,993 phone pledges

35,474 commitments

93,043 payments on binding commitments

B. Users

0

100

200

300

400

500

600

700

FYE 2009 FYE 2010

624 662

Total enrolled users

October 18, 2010

C. Data Feeds

Since final go‐live in 2008, Griffin continues to grow in its influence as a critical system of record. The demand for additional data integration opportunities with Griffin is clear evidence of this. Of particular note in FY10 is the deployment of regular parent data updates from Gargoyle, and creation of a lockbox feed that will be put to work in the future.

fy10 annual report for griffin - griffin help - home us/griffin... · this is griffin’s first...

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