The K2 Blackpearl projects in the Russian Federation 02

Higher School of Economics (Higher School of Economics National Research University)

• more than 40 services are automated for incomplete 2 years
• more than 10,000 users
• More than 750,000 appeals to services
• automation of IT, financial, personnel, legal, administrative processes.

The choice of a system for automation of rendering services

Decided to select the system of the class business process management having the following features:

• scaling up to 8000 users, then up to 45000 users;
• simple and intuitive interface;
• work stable online, including adaptedness under smartphones;
• change of the automated business schemes without suspension of the starting processes;
• fast training in a product of own developers, low cost of the developer;
• simplicity and flexibility of integration with the existing corporate systems of Higher School of Economics National Research University, including the Active Directory;
• low cost of external development and technical support.

Full-function solutions of the class iBPM, including the domestic systems were considered.

According to the results of conformity assessment of solutions to requirements of Higher School of Economics National Research University the platform was selected from the middle of a square of Gartner of iBPM.

For the developed system the name "VYShKA-bpm" was selected.

Self-service portal of Higher School of Economics National Research University

• One of the central information resources of the University provides with the round-the-clock service more than 10,000 users worldwide.
• Since launch in January, 2016, a system processed more than 1 million 100 thousand addresses.
• Having begun with business process automation of IT service, now services AHO, the Administration, Legal, HR and Financial services are connected to the portal.
• The portal integrates more than 50 different services now and constantly develops in
• party of connection all of new types of service.
• A system is completely constructed on K2 platform and for 99% is implemented and is supported without programming.

• In an upper part of the Self-service portal the user sees the personal account and can learn if he whether tasks which expect its participation and also can study the status of the requests.
• Each page contains a brand - Higher School of Economics National Research University, block from a log, the menu of fast transition and also the block of contacts of support, including WhatsApp, Viber, the SMS, the Mobile phone.
• The main page and also all forms of requests are adaptive - are correctly displayed and work in the majority of modern browsers and practically at all types of devices, including the PC, tablets, smartphones, SMART TV.

• The homepage of the Portal – the subject heading list of services in which the automated services grouped in groups are presented.
• The hierarchy of the Self-service portal allows the user to perform independently navigation on the automated services.
• To additional convenience of users the Portal also contains the reference information, regulations, instructions, answers to the most often found questions.
• Direct link with the management through addresses by means of the Portal provides the fastest solution of operativnykhvopros or the arising problems.

As the problem looked

Teachers and scientists

• do not understand rules of work of administrative services;
• feel dissociation of administrative services;
• waste of time on paper bureaucracy.

Contractors of services

• permanent time trouble;
• lack of the recorded processes;
• set of excess actions at standard tasks.

Linear chiefs of contractors

• high current workload;
• insufficient powers in decision making;
• impossibility of correction of processes.

Management of administrative blocks

• lack of the objective information about quality of processes;
• lack of specific characteristics of processes;
• high employment current operational issues.

What as a result turned out?

The criticism is almost guaranteed to any new systems in the organizations and the accustoming period is necessary. And how apprehended a system in the Tower?

• More than 95% of workers use a system.
• The number of viewings pages of services - 18000 in a week.
• The number of the applications submitted through a bpm-system - 2500 a week.

• Level of satisfaction with the interface at poll of workers of the Tower of TsVM was 78% against 18% which are not satisfied.
• Share of the estimated requests - more than 30%, are estimated on "4" and "5" - more than 96%.
• Satisfaction with the system of informing – 77% against 9%.

What's next?

• Personal recommendations and predictive analytics about functions and services through the analysis of BigData/neural of network.
• Integration with the Gosuslug system of the Russian Federation (Unified identification and authentication system) for an input, registration through Gosuslugi and also for reconciliation of correctness of personal data (the Full Name, date of birth, passport numbers and international passports, the information about relatives, the status of residence, the Insurance Number of Individual Ledger Account, a TIN and other data) for information systems of the university.
• Sheaf with service and information chat-bots, uberization of IT services (a total failure from participation of the person in a number of services), routing of phone calls depending on queues of requests in systems.