1 Services. 2 Agenda Overview –Managing the Transitions of The Networked Transaction Environment Blackboard Consulting –Who We Are and What We Do Blackboard.

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Services

2

Agenda

Overview– Managing the Transitions of The Networked Transaction

Environment Blackboard Consulting

– Who We Are and What We Do Blackboard Training

– Who We Are and What We Do Blackboard ASP Services

– Why Choose Blackboard ASP Blackboard Client Support

– How Blackboard Provides Support Summary and Discussion

– Next Steps

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Blackboard’s Product Strategy

Leading institutions are wiring their campuses to connect people and resources in new and powerful ways.

In moving beyond Meal Plan Administration, these institutions are deploying their core technologies in an effort to establish a dynamic and cohesive commerce and access network.

Blackboard’s product strategy is to develop and support the core technologies that enable a true Networked Transaction Environment.

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A true networked transaction environment exists when any student, teacher or member of the university community can use a universal account on campus, off campus, and online for all commerce transactions, activities and facilities access and web services.

The Networked Transaction Environment

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A User’s Perspective of theNetworked Transaction Environment

ParkingPay for garage fees

The Online CampusCheck your account balance,

order items online

Campus ActivitiesPurchase game tickets

Residential LifeSecurely enters and

leaves facilities

BookstorePurchase goods

and services

Food ServiceCafeterias and vending

machines

BbOneLocal merchants accept

University ID Card as payment

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MISSION CRITICAL

EXPLORATORY

TIME

SUPPORTED STRATEGIC TRANSFORMATIVE:THE NETWORKED

TRANSACTION ENVIRONMENT

Phase I Phase 2 Phase 3 Phase 4 Phase 5

• A single department solution

• When any student, teacher, or member of the university community can use a universal account on campus, off campus, and online for all commerce transactions, activities and facilities access and web services.

INS

TIT

UT

ION

AL

GR

OW

TH

The Path to the Networked Transaction Environment

• Multiple departments supported by a dedicated administrator

• Institution wide support for all campus transactions and event access with back-office systems

• A central account for all members of the institution that can be utilized both on and off campus and maximum student and faculty convenience.

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MISSION CRITICAL

EXPLORATORY

TIME

SUPPORTED STRATEGIC TRANSFORMATIVE:THE NETWORKED

TRANSACTION ENVIRONMENT


INS

TIT

UT

ION

AL

BE

NE

FIT

S

The Benefits of aNetworked Transaction Environment

Business Efficiency

Distributed Management

Student & Faculty Service

Safety and Security

New Revenue Opportunities

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Organic vs. Planned Adoption

Organic Adoption Organic / Exploratory Adoption Initially driven by a single application Application Plateau Strategic Phase Necessary for

continued growth

Planned Adoption Planned/Foundational Adoption Initially driven by Executive

Sponsor Adoption across multiple campus

businesses Accelerated growth Strategic planning upfront

Transition Management is the key to successful adoption regardless of approach.

MISSION CRITICAL

EXPLORATORY

SUPPORTED

STRATEGIC

TRANSFORMATIVE


Transition 1

Transition 2 Transitio

n 3

Transition 4

Phase 2 Phase 3 Phase 4

MISSION CRITICAL

FOUNDATIONAL

SUPPORTED

TRANSFORMATIVE

Phase I

Transition 1

Transition 2

Transition 3

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Managing the Phases of Transition– to Achieve the Networked Transaction Environment

The Transitions represent specific stages that must be managed to allow campus systems to mature and expand service offerings to all campus constituents

Two components for successful transition management• Implementation Approach

• A specific process for managing and planning the institution’s maturing needs for expansion to total adoption of daily life services on campus, off campus and online

• Implementation Activities: • Those specific activities required for a successful transition at each

phase of implementation for expanded service offerings and successful return on investment

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Blackboard Services

Blackboard Consulting

Blackboard Training

Blackboard ASP

Blackboard Support

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Blackboard Consulting: Who We Are

100+ consultants 20+ dedicated consultants experienced

in leading and assisting with Blackboard Commerce Suite implementations

Consultant Profile• Project managers experienced in

software requirements and project implementation

• Technical consultants experienced in core Blackboard Commerce Suite hardware and software

• Development consultants with special skill sets in programming languages, web technologies, database programming, backup and recovery, and network operations

Experience implementing over 400

client engagements

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Blackboard Consulting: What We Do

Strategic Planning– Blackboard System Planning– Business Continuity and Risk Management

Solution Implementation– Application Installation and Configuration – Hardware Installation– System Conversion– System “Go Live”

Integration and Customization– Systems Integration– Business Intelligence Reporting– Web-enabled System Management– System Customization

Solution Management– System Maintenance– Recarding– Reconfiguration

Plan ImplementIntegrate & Customize

Manage

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Blackboard Transaction System Planning

Client Objective Implement the Blackboard Transaction System to

accommodate 20% annual campus student attendance growth

Plan the implementation, perform the installation and train client support personnel for three interfacing enterprise systems within a three month timeframe

Blackboard Consulting Deliverables Implementation of the Blackboard Transaction System

within a three month window Integration with Best Security System and Residential

Management System

Outcomes Secure and reliable implementation of a Networked

Transaction Environment with a clear foundation and path for future growth

Implementation and integration adhering to the client’s “go live” date


Manage

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Blackboard Community System Planning

Client Objective Unify e-Commerce on campus Virtually extend the campus card program Create seamless interface between Bb

Academic Suite and Bb Commerce Suite

Blackboard Consulting Deliverables Community System Planning Workbook Defined phase activities Implemented interface between academic and

commerce environments on campus

Outcomes Implemented first phase for students paying

fines Planned second phase activities Seamlessly integrated Bb Community System

and Bb Learning System


Manage

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Business Continuity and Risk Management


Manage

Client Objectives Define business continuity requirements that

include a redundant server using a former production server

Implement and test a solution to meet those requirements

Document the solution to ensure the campus and Blackboard is prepared to fail over to the recovery server

Blackboard Consulting Deliverables Business Continuity Plan Business Continuity Solution Qualified Testing Solution Documentation on campus and at

Blackboard

Client Outcomes Recovery Time Objective (amount of time needed

to bring up recovery server): – Less than 2 hours

Loss of Data Exposure: – Less than 1 minute

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Application Installation and Configuration

Client Objectives Implement Blackboard Transaction System,

replacing previous solution Configure system to meet campus business

requirements for transaction processing Integrate with existing systems in place for

security and print management

Blackboard Consulting Deliverables Blackboard Transaction System implementation

project plan and management Integrated solution with Identipass, Equitrac and

Follett systems Installed new point of sale devices and expanded

the number of card-accepting locations

Client Outcomes A fully integrated environment encompassing

multiple systems with the Blackboard Transaction System

Expanded the points of services on campus for user convenience

Plan ImplementIntegrate & Customize Manage

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Hardware Installation

Client Objectives Installation of a very large implementation with a

variety of hardware components that require complex interconnection to a parking system

Blackboard Consulting Deliverables Installed door access, value transfer stations, point

of sale systems, and ID Works badging system Interfaced to a complex parking system Installation completion required in a very tight

timeframe

Client Outcomes In just over a week, all reader hardware was

installed Within the short time frame completed a successful

interface between the Blackboard Transaction System and a complex parking system


Manage

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System Conversion

Client Objectives Replace an existing Diebold card system with

the Blackboard Transaction System Integrate multiple systems across multiple

campuses

Blackboard Consulting Deliverables Implemented full system replacement Installed new points of service Automated integration with payroll, athletic,

parking, bookstore and point of sale systems in a short time frame

Integrated with campus portal.

Client Outcomes Implementation of full system replacement

and points of service Automation of integration with payroll,

athletic, parking, bookstore and Micros system in 6 weeks

Expanded integration with custom portal and automated management of athletic funds to ensure NCAA compliance


Manage

SIS Database

Custom

Flex $$ Transaction

Interface

Person and privilege data

Bb Extract Reports translated into

Great Plains import file

Import and management of Meal $$

per NCAA guidelines

Formatted Micros Report translated into Great Plains

import file

Import of Payroll

deduction

Data transfer of Meal $$ and Flex $$

balance info

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System “Go Live”

Client Objectives Replace existing laundry and dining system on campus Move to complete IP-based reader family Expand card-accepting locations to include vending machines, copiers

and the bookstore

Blackboard Consulting Deliverables Developed project plan for implementation of the Blackboard

Transaction System including vending machines, copiers, laundry rooms, and dining locations

Enable ability for account holders to check their balances and add money to their accounts

Configure the Blackboard Transaction System before installation enabling a “go live” date in the middle of the school year in the middle of the week

Provide on-site training assistance for office staff as system went “live” Assist in the transition and reconciliation of funds from former system

Client Outcomes Experienced a smooth launch of the system after installation and

conversion from the previously installed systems with no impact to cardholders

Custom training was provided to all system users on campusPlan ImplementIntegrate & Customize

Manage

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Systems Integration

Client Objective Automate the process of calculating merchant

reporting, accounting and payment for campus card-based transaction activity via the web

Direct integration to Oracle financials payment system

Blackboard Consulting Deliverables Designed and delivered web interface for merchant

settlement management including customer-definable accounting codes, management fees and merchant variables

Automated merchant disbursement including the general ledger system files for automated integration

Provide integration between the merchant reporting system and the general ledger operation within the financial system for automated reconciliation

Client Outcomes Eliminated requirement of 36-50 person days of

effort annually and eliminated errors resulting from manual processing

Resulted in a basis for significant merchant growth with minimal incremental management tasks

Provided a more timely settlement with merchants and a potential for increased revenues by charging a higher fee for more frequent disbursement options


Manage

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Business Intelligence Reporting

Client Objective Provide customized, user defined reports

on demand via the web

Blackboard Consulting Deliverables Created a web-interface that authenticates

a user and delivers customized report data to vendors and departments on demand reducing staff time and effort

Client Outcomes Eliminated the manual effort of compiling

data from numerous reports Decreased the time required to deliver key

operational data to vendors and departments

Provided the ability to increase services to vendors by giving direct access to information within 24 hours


Manage

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Web-enabled System Management

Client Objective Allow any Privilege/Account/Meal Plan changes

and/or purchases from a kiosk at the card office.

Provide a web interface to allow office staff to choose options that could assign complete Privilege packages

Ability to deduct the cost from a debit account and open up as an on-line service to cardholders

Blackboard Consulting Deliverables Developed processes that return all current

cardholder information upon request. Implemented a process that accepts cardholder

change requests from the web application and executes the Privilege and Account changes determined by that application

Client Outcomes Clemson has the ability to change and modify

cardholder information upon request and apply those changes immediately

Cardholder services are vastly improved by self service capability to change and modify plans and purchases of plans online

Plan ImplementIntegrate & Customize Manage

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System Customization

Client Objective Provide an interface to the Blackboard Transaction

System – UNIX Edition allowing an offline system to submit transactions via a text file.

Blackboard Consulting Deliverables Developed a custom, configurable offline interface

using Java that can run from any platform: Unix, Windows, Mac, Linux

Developed a process to accept a text file provided by the external system, submit the transactions to the system and creates a log file for easy review

Support for communication through the interface using 128 bit AES encryption

Client Outcomes University of Pennsylvania uses the offline interface

to manually submit withdrawal and refund transactions to the Blackboard Transaction System – UNIX Edition resulting in a more efficient process and reducing errors through automation

Future plans incorporate automating the integration with the offline interface running an hourly batch process


Manage

Off Line TIA Transaction Text

File

Off Line TIA

Off Line TIA File Handler

TransactionHandler

Blackboard Transaction

System

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System Maintenance

Client Objective Required assistance in managing the card system

after the loss of staff

Blackboard Consulting Deliverables Assisted with management and maintenance of the

Blackboard Transaction System Reviewed system operations for efficiency Assisted in cleaning the system data for improved

efficiency

Client Outcomes Allow campus time to effectively staff card office

operations Enhanced operations to enrich processes on

campus Provided continuous system functionality while

searching to replace staff


Manage

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Re-carding

Client Objectives Convert social security numbers in the

Blackboard Transaction System to new numbering scheme and recard 25,000 cardholders

Blackboard Consulting Deliverables Replaced the social security numbers within the

Blackboard Transaction System Re-issued 25,000 existing cards to faculty, staff

and students Sorted output to distribute cards in various

locations throughout the campus

Client Outcomes Personalized and distributed 25,000 cards in

eight weeks


Manage

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Re-configuration

Client Objectives Convert multiple spending accounts to a single,

universal account that is accepted on and off campus

Blackboard Consulting Deliverables Provided tight business analysis and planning

management Converted multiple accounts to a single account

while maintaining previous account history Improved the ability to expand locations on and

off campus

Client Outcomes Delivered a smooth and timely transition to one

account Resulted in a 35% overall increase in deposits

and commission revenues in the first year following the conversion


Manage

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Blackboard Training: Who We Are

7 Project Managers, 4 Developers, 4 Technical Consultants

Services Profile– Skilled technical project

managers and implementation specialists. Average tenure on job or in industry is 5+ years.

Experience since the early 1980’s with training thousands of users from hundreds of client institutions

Provide standard implementations, training, integration with other client systems, and customized solutions for entire Blackboard Commerce Suite systems.

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Blackboard Training: What We Do

Types of Training– Training for New Clients: Launch Training– Training for Existing Clients: Refresher Training– Custom Training

Training Series– Blackboard Transaction System Series– Blackboard Community System Series

Training Location Options– Onsite Workshops at client locations– Onsite customized agenda– Regional Events at facilities in Washington DC or Phoenix, Arizona

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Blackboard Transaction System Training

Client Objective Training of staff on the use and administration of the Blackboard Commerce Suite for

maintaining day to day operations

Blackboard Training Deliverable:

Blackboard Transaction System Launch Training– On-site training for system administrators, system users, system operators and point of service

cashiers, providing an introduction to the system for all users.

Blackboard Transaction System Refresher Training A number of training modules to satisfy varied client demands including training classes for

specific system components as well as a full system refresher class.

Client Outcome: Effective implementation, administration and on-going management of the Blackboard

Transaction System on campus.

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Blackboard Community System Training

Client Objective Successful implementation and adoption of online services for the campus

community through the Blackboard Community System.

Blackboard Training Deliverables Blackboard Community System Administration

– Blackboard Training works with clients to ensure that they are ready to successfully administer the Blackboard Community System. In an onsite or regional format

Blackboard Community System Essentials– Blackboard trainers provide staff, administrators and students with the knowledge required

to set up e-Commerce storefronts, build online communities, manage information exchange and deliver community-based information and services effectively using the Blackboard platform

Client Outcomes Greater adoption and more effective use of online services Minimized support costs due to strong base of end user knowledge and online

support tools

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Blackboard Custom Training

Client Objective Training of staff and administrators based on specific clients requirements

Blackboard Training Deliverables Delivered Blackboard System Administrator training Provide customized classes at the client location or Blackboard Training

facilities Develop curriculum based on specific client needs

Client Outcomes Fulfill knowledge gaps on system administration Secure individualized instruction in familiar location Blackboard documentation developed to campus configuration for on-going

education

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Blackboard Services:Blackboard ASP Services

Over 300 Customers from All Market Sectors Over 3 Million Users in our Systems – Over 2 Million Enrolled

Users 1000+ Servers 11 Terabytes of Storage Capacity & Growing 7 Terabytes of Data Transferred Daily 72,000,000 + HTTP Requests Served Per Day 99.7% or Better Uptime Guarantee

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5 Key Reasons to Choose Blackboard ASP Services

CostControl

SecurityReliability

ScalabilityFully

ManagedService

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Reliability: Build Redundancy & Stability

ASP Infrastructures located in Tier-1 Datacenters at key Internet hubs

Multiple physical connections to three Tier-1 ISPs for redundant access to Internet & aggregate 2.4 Gbps capacity

Multiple, Redundant Routers, Firewalls, Load Balancers, Switches & Servers

4 levels of power backups for 100% power availability

Climate control for optimal network environment Cost

Control

SecurityReliability

Scalability

FullyManagedService

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Security: Protect Network and Backup Data

Physical Security – Tier-1 datacenter security including:– limited access to authorized personnel– identification badges– security cameras– 24x7 on-site security

Network Security – Including: – Firewall & Intrusion Detection System – Full-time Security Engineer – Third Party Audit

Data Security: Multiple levels of database and file backup

CostControl

SecurityReliability

ScalabilityFully

ManagedService

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Scalability: Build an Environment to Support Growth

Bandwidth and Storage is Never Capped Additional Bandwidth on Demand

– Available in 1 Mbps increments Additional Storage on Demand

– 10 GB unit increments for Learning System– 1 TB unit increments for Content System

Additional Servers Added as Needs Grow Additional Active Users Support

– Includes incremental bandwidth, storage and hardware Software Updates/Upgrades Made Easy

CostControl

SecurityReliability

ScalabilityFully

ManagedService

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Fully Managed Service: 24x7 Operations and Support

One Stop Client Support from experts who design and host the software

Services backed up by 99.7% Availability Guarantee – credit issued for violations

24 x 7 ASP Support– Dedicated Application Support Manager– Single Point of Contact for Blackboard Software and

Hosting – Two Designated Client System Administrators– Phone, Web and Email based Ticketing System– Escalation and Response Time based on Severity– All Upgrade and Patch Applications Provisioned by

Experienced ProfessionalsCost

Control

SecurityReliability

ScalabilityFully

ManagedService

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Cost Control: Lower Costs than Self-Hosted

By hosting their Blackboard systems through Blackboard ASP Services, institutions realize significant savings when compared to hosting the systems on campus.

Savings depend on the type & size of implementation & institutions’ circumstance.

Blackboard ASP can provide a customizable three-year Total Cost of Ownership (TCO) calculation document.

CostControl

SecurityReliability

ScalabilityFully

ManagedService

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Blackboard Services:Blackboard Client Support

“My experience with support has been extremely positive. Our

upgrade process has always gone smoothly. Everyone at Blackboard

Client Support is professional and responsive to our needs."

Stuart Roberts, University of Alaska Anchorage

“Blackboard is very customer oriented. When I call Blackboard

Client support, they are more than helpful.“

Nancy Harshman, Clemson University

Software Maintenance and Support:– Basic– Gold – Platinum

Hardware Maintenance and Support:– Basic– Silver

Benefits:– Dedicated Technical Support Manager– 24 hour support – Toll free number– Upgrades and Maintenance– Access to Behind the Blackboard, the

web-based support solution– Surveys, newsletters, and other client

communication – Client service reviews

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Bb Commerce Suite: Hardware Support

Hardware Support Offerings Basic Silver

Depot Repair Services for Bb manufactured products

Depot Repair Service for third party products

Product shipped to client via Fed-Ex

Confirmation tracking e-mail sent to Client

Replacement of worn components as necessary

Expedited Shipping

Temporary Replacement and Availability

On-Site Technical Reader Training (one trip; limit 24 hours)

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Bb Commerce Suite: Software Support

Software Support Offerings Basic Gold Platinum

Customer Support During Coverage Hours

24x7 Emergency Customer Assistance.

24 Hour NP Support (Bb Transaction System - UNIX Edition Only)

Software Application Upgrades During Coverage Hours

Software Application Restoration During Coverage Hours

Network Reader Coverage

Emergency Onsite Assistance

24x7 Non Emergency/Troubleshooting Customer Assistance

Off-Hour Scheduled Software Upgrades - 3 hours before or 3 hours after standard business hours

System Administration and Technical Services

Participation in Product Release Conference Calls

Quarterly Report Cards

Disaster Recovery

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Platinum Software Support Advantage

Recent enhancements to Platinum Support– One price for all billable support activities (no after hour pricing

differential)– Support upgrade extension 3 AM - 9 PM EST– RMA requests highly prioritized for quick turn around– Network Processor – Same Day Shipping – Monthly “System Health Check” Report Card

• Case Management Analysis• Review of issues that required advanced testing and

troubleshooting to determine root cause and resolution• Recommendations for system maintenance and

management– Quarterly Back-up tape verification– Invitation to product Webinars based on client specific needs

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Competency– Professional and efficient communication– Thorough analysis – Leverage of knowledge resources

Commitment– Exceeding expectations – Ownership– Developing relationships– Holistic and forward-thinking approach to assisting clients

Communication– Responsive– Proactive– Clear

Care– Respect and understanding– Sensitive to the importance of every situation

Blackboard’s Support Standards: The 4 C’s

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How Blackboard Implements our Support Standards

PeoplePeople PerformanceIndicators

PerformanceIndicatorsProcessProcess

• System Administrators

• Client Advocacy

• Underlying Technology Expertise

• TSM

• AM

• Community

• User Groups

• List_serv

• Project 24

• Engineering Services

• Bb Consulting and Bb ASP Services

• Client-driven requirements

• Enhancement Requests

• Performance Benchmarking Team

• Root Cause Analysis

• Behind the Blackboard

• Peoplesoft

• Google

• IP Telephony

• Parature

• Lab infrastructure

• “How to” Documentation

• Release Notes

• Tutorials

• Client Satisfaction

• Response Time

• Case Reviews

• Live Call Rate

• Total Contacts

• Employee Satisfaction

• Cost/Productivity Goals

• Organizational/ Maturity goals

TechnologyTechnology

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Summary

Quality service standards

Dedicated Consulting Team

Industry experienced consultants

Client centric deliverables through effective needs assessments

Measured through successful client outcomes

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Questions, Discussion

1 Services. 2 Agenda Overview –Managing the Transitions of The Networked Transaction Environment Blackboard Consulting –Who We Are and What We Do Blackboard.

Documents

phase of implementation

services slide

blackboard asp services

campus systems

campus transactions

campus constituents

payment slide

investment slide