# Presentation: 532891

## Library ServicesCDRS Requirements Report

- February 9, 2001

## Table of Contents

- Executive Summary............................	3
- Membership Component
- Process Workflow Model ..................	6
- Object and State Models ..................	50
- Q&A Component
- Process Workflow Model ..................	58
- Object and State Models ..................	78
- Business Rules ..................................	88

**Notes:**
This briefing covers 3 main areas after the objectives for this task are covered.

1. Situation Profile - a situation profile is a snapshot of LCIU from three perspectives: 1) the current strategy for delivering foundation training to Service Units;  2) the current position of LCIU relative to other organizations in the training industry;  and, 3) the significant challenges that LCIU currently faces that may impede its capability to deliver exceptional value to Service Units.

2. Benchmarking - benchmarking compares LCIU’s position to other successful organizations that have a similar position in a different industry.  This provides an opportunity to look at different methods for delivering value that may not be considered in the training industry.  Critical success factors are also provided to understand what needs to be done well to succeed.

3. Recommendations - recommendations are the conclusions of this analysis that propose a vision for LCIU’s operating strategy that leverage LCIU’s resources.  The recommendations parallel the task objectives which will now be covered ...

## Executive Summary

## Requirements Model Size

- 15 actors (with 5 subtypes)
- 54 processes
- 82 objects
- 35 object states
- 142 business rules

## List of Actors

- Acceptance Team
- Administrator
- Agent
- Contributor
- Editor
- On Call
- Requestor
- Appeal Team
- Authorized Official
- Guest
- Candidate

- Legal Counsel
- Management Team
- Marketing Team
- Member
- Quality Review Team
- Research and Validation Team
- Sponsor
- System Manager
- Training Team

## Communication Matrix

## Communication Matrix

## Communication Matrix

## Business Rules

- Aggregated List by Object

## List of Business Rules

- Acceptance Team
- The decision of the Acceptance Team (regarding modified SLAs) is final.  No appeal is allowed.

## List of Business Rules

- Administrator
- An Administrator can select an option that determines whether Agent profiles must be reviewed and approved by them before the profile is activated.
- An Administrator is certified by completing the training module.
- An Administrator can inactivate their Agents.
- An Administrator can modify the inactivation period of their Agents.
- An Administrator may drop one of their Agents from the System.
- An Administrator can suspend an Agent.
- An Administrator who initiated a suspension is the only actor allowed to reinstate the Agent who was suspended.
- The Administrator may modify their Member’s profile at any time.
- An Administrator is authorized to create or modify an on call schedule for the Member.
- An Administrator can create or modify an on call schedule if at least on Agent of the Member is active and certified as on On Call Agent.

## List of Business Rules

- Administrator
- An Administrator can inactivate their own organization (Member).
- An Administrator can modify the inactivation of their own organization (Member).
- If “review before return” option is in force, only the Administrator may return a response back to the System.  Otherwise, a Contributor or the Administrator may return the response.
- An Administrator must complete the mandatory fields for a response to be accepted.
- If a Requestor is not available, the Administrator may provide clarifications to a Request.

## List of Business Rules

- Agent
- An Agent is responsible for creating and maintaining their own profile.
- An Agent may modify their profile at any time.
- Key information regarding identity, certification, suspension, removal, inactivity, and departure cannot be modified in the profile.
- All mandatory fields of the Agent profile must be completed before the profile is accepted.
- An Agent who has been suspended, dropped or removed from the System cannot gain access to System functions.
- An Agent can be certified as a Requestor (question asker), Contributor (question answerer), On Call Agent, Editor, or Administrator.
- All roles, except the Administrator, require certification by passing an online test.
- The System checks all certification and decertification information for an Agent when they log on to permit access to roles and functionality.

## List of Business Rules

- Agent
- An Agent is required to recertify for a given role if they are inactive (e.g., no transactions) in that role for 6 months.
- All Agents in a given role can be required to recertify by the Training Team for special reasons (e.g., the functionality of a new release is dramatically different).
- An Agent that requires recertification is given 20 working days to recertify before they are decertified.
- Dropped or removed Agents are not reminded of recertification.
- Agent recertification reminder is triggered 10 working days prior to the decertification date and time.
- An Agent recertification reminder is sent once.
- Dropped or removed Agents are not recertified.
- The decertification date and time determines when the Agent is decertified in a given role.
- An Agent can inactivate themselves.
- An Agent can modify an inactivation period for themselves.

## List of Business Rules

- Agent
- An Agent reactivation is triggered by the end date and time of the Agent’s inactivation period.
- An Agent may drop themselves from the System.
- A suspension remains in force until it is successfully appealed.
- An Agent has 40 working days to appeal a suspension before they are permanently removed from the System.
- An appeal to the Quality Review Team must be in writing.
- An Agent is removed if 40 working days have elapsed from the initiation of their suspension and no appeal is currently in process.
- An Agent is removed if their suspension appeal is denied.
- An Agent removal cannot be appealed.
- Agent must be certified as a Requestor (to submit a Request).
- Agent must complete mandatory fields for Request to be accepted.
- An Agent must complete the mandatory fields for a response to be accepted.

## List of Business Rules

- Agent
- An Agent who works on a Request response must be certified as a Contributor.
- Only the Requestor of a Request can clarify Questions on the Request.
- Only the Requestor of a Request can edit or amend Questions on a Request.
- An Agent must complete mandatory fields for the revised Request to be accepted.
- Only the Requestor of a Request can cancel the Request.
- Only the Requestor of a Request can cancel a Question on the Request.
- A Contributor (including an On Call Agent) to a Request may amend an Answer after the Request has been delivered.
- Agent must be certified as Editor to edit question and answer sets.

## List of Business Rules

- Authorized Official
- The SLA must be signed by an Authorized Official of the Candidate’s organization.
- An Authorized Official must renew the Member’s membership.

## List of Business Rules

- Candidate
- Candidate reminder is triggered 2 working days prior to the expiration date and time of a saved application.
- Candidate reminder is triggered at both 20 and 10 working days prior to the expiration date and time of a submitted application.
- The expiration date of the application determines when the application must be terminated.
- All fields of an online application cannot be modified by a Candidate once the application has been submitted.  The Candidate must contact the Acceptance Team, who can make the modifications on behalf of the Candidate.
- A Candidate can be denied membership if the organization was previously suspended and/or removed, the organization falsified information on the application, or the organization is engaged in unlawful activities (according to U.S. law).
- A denial of membership application can be appealed within 5 business days of the decision.

## List of Business Rules

- Candidate
- All appeals must be in writing and provide clear rationale for why the denial of membership should be overturned.
- The rejection of an appeal is final.  No further appeals are allowed.
- A Candidate may reapply for application 6 months after their appeal was denied.

## List of Business Rules

- Guest
- Guest must complete mandatory fields on profile to be enrolled.
- Account expiration date is 20 working days after account activation.
- Guest reminder is triggered 5 working days prior to the account expiration date and time.
- Guest reminder is sent once.
- The expiration date determines when the Guest account is terminated.
- Guest must complete mandatory fields on application for application to be accepted.
- A Guest cannot apply for membership if their organization was a prior Member that was removed in the last 6 months.
- If the current Guest account is due to expire in less than 5 working days, the expiration date and time for the account and a saved application is set at 5 working days upon initiation of the first “save”.
- The expiration date and time for the Guest account and a submitted application is set at 20 working days upon submission of the membership application.

## List of Business Rules

- Member
- Some attributes of the Member profile are owned by CDRS and cannot be modified by the Member (e.g., organization type).
- Key information regarding identity, certification, suspension, removal, inactivity, and departure cannot be modified in the Member profile.
- All mandatory fields of the Member profile must be completed before a profile is accepted.
- A Member is activated when its first Agent is certified.
- A suspended, dropped, or removed Member cannot access the System and its functions.
- Total inactivation means that all “in process” requests are reassigned to other Members and no new requests are assigned.
- Inbound inactivation means that no new requests are assigned, but Member may continue to work on “in process” requests.
- Member reactivation is triggered by the end date and time of the Member’s inactivation period.

## List of Business Rules

- Member
- Dropped or removed Members are not invited to renew their membership.
- Membership renewal is solicited 20 working days prior to the termination date of the Member’s current membership agreement.
- Renewal reminder is triggered at both 10 and 5 working days prior to the expiration date of the Member’s current membership agreement.
- The SLA currently in force applies to the renewed membership.
- The term of membership is one year.
- A Member may drop themselves from the System.
- The expiration date of a Member’s current membership determines when a Member is dropped by the System.
- The System may suspend a Member.
- A suspension remains in force until it is successfully appealed.
- An appeal may be submitted within 40 working days of a suspension initiated by the System or Quality Review Team.

## List of Business Rules

- Member
- An appeal to the Quality Review Team must be in writing.
- A Member is removed if 40 working days have elapsed from the initiation of their suspension and no appeal is currently in process.
- A Member is removed if their suspension appeal is denied.
- A Member removal cannot be appealed.
- Member capacity = (# of active agents / # requests per week) - # requests in process

## List of Business Rules

- On Call Agent
- Only an On Call Agent may set the status of Questions on a Request to a terminal state.
- An On Call Agent must be certified to work on “problem” assignments.
- Only an On Call Agent may make a direct assignment.
- An On Call Agent may assign a Request to any Member, including themselves.
- The On Call Agent is the last resort for all Requests that cannot be completed through “normal” work assignments or have reached their deadline.

## List of Business Rules

- Quality Review Team
- The Quality Review Team may suspend an Agent.
- The Quality Review Team who initiated a suspension is the only actor allowed to reinstate the Agent who was suspended.
- The Quality Review Team can suspend a Member.

## List of Business Rules

- Request
- A Request must contain 1 to 3 related questions (e.g., questions that share the same knowledge domain).
- The Request deadline must be between 2 hours and 20 working days.
- A Request is assigned to a Member who has the best combination of knowledge, services, and availability.
- A Member or Knowbot cannot receive a duplicate assignment.
- The order for processing requests is:  1) problem requests;  2) current requests ready for reassignment;  3) new requests.
- All Request queues are processed FIFO (first in, first out).
- Problem Requests are assigned to On Call Members as a problem assignment.
- A Contributor who begins work on a Request locks the Request from simultaneous update by other Contributors.
- A Request is unlocked when the Response is cancelled or submitted.

## List of Business Rules

- Request
- Valid types of responses are factual, referral, citation, opinion, and instruction.
- Valid types of response completeness are completely, partially, or can’t be answered.
- To conserve System resources, Requests that have been assigned 10 times and have not been fully resolved are assigned to an On Call Member as a “problem” request.
- Only the System can move a Request to a “Closed” state.
- A Request is expedited when 75% of the time between date and time of submission and the deadline has expired without the delivery of a response to the Requestor.
- A Request who’s deadline has arrived can be directly assigned to Members by an On Call Agent.
- A Request who’s deadline has arrived must be successfully processed within 24 hours or it will be terminated.

## List of Business Rules

- Request
- A Request who’s deadline has arrived and has not received a single assignment since submission (e.g., system capacity overload) is terminated.
- A Request that is in a final state cannot be cancelled.
- A Question that is in a final state cannot be cancelled.
- A Request that is in a final state cannot have a Question cancelled.
- A new deadline must be between 2 hours and 20 working days from the submission date and time of the Request.
- A new deadline cannot put the Request into a “pending expiration” state (e.g., define an earlier deadline that causes 75% or more of the elapsed time between submission and deadline to expire).
- The deadline cannot be changed for a Request that is in a final state.
- The deadline cannot be changed for a Request who’s deadline has arrived.
- A deadline cannot be adjusted more than twice for a given Request.

## List of Business Rules

- Request
- A response is delivered to the Member, or both the Member and End User, depending on the option selected by the Requestor.
- One attempt is made to notify an End User.
- End Users are notified by fax or email only.
- Web pages prepared for End Users remain active for 20 working days after their creation.
- A Question must be in a final state to be amended.
- A Request may not be amended after 20 working days have expired since its delivery.
- Question and Answer sets that do not meet the data quality criteria are flagged and cannot be accessed by Knowbots.
- A Question and Answer set that cannot be modified to comply with data quality standards is deleted.
- An amendment that cannot be properly incorporated into an existing Q&A set is deleted.

## List of Business Rules

- System Manager
- The System Manager is the only actor that is authorized to directly remove an Agent without going through the suspension and appeals process.
- The System Manager can inactivate a Member if the Member is unable to inactivate themselves.
- The System Manager can modify the inactivation of a Member if the Member is unable to modify the inactivation themselves.
- The System Manager is the only actor that is authorized to directly remove a Member without going through the suspension and appeals process.