New CRM system
Requirements document
September 2020
Version 1.0
Commercial in confidence: This document is confidential and is intended solely for the use and information of the organisation to whom it was originally issued.
ActionAid UK – New CRM system – Requirements document September 2020
Document historyVersion Date Author Revision
1.0 4.9.20 Li Ming Chin
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Contents
ActionAid UK – New CRM system – Requirements document September 2020
1. Introduction...................................................................................................................................................................................................................... 1
2. Purpose of Requirements Document................................................................................................................................................................................2
3. Background....................................................................................................................................................................................................................... 3
4. Summary of Project Goals................................................................................................................................................................................................ 6
5. Deliverables...................................................................................................................................................................................................................... 7
6. Functional Requirements................................................................................................................................................................................................12
Functional Req 1 : Support Record & Relationship Management....................................................................................................................................................14Functional Req 2 : Communication Management............................................................................................................................................................................21Functional Req 3 : Child Sponsorship............................................................................................................................................................................................... 23Functional Req 4 : Philanthropy and Partnership.............................................................................................................................................................................33Functional Req 5 : Events and Community.......................................................................................................................................................................................38Functional Req 6 : Legacy.................................................................................................................................................................................................................42Functional Req 7 : Campaigning activity...........................................................................................................................................................................................47Functional Req 8 : Trade Products................................................................................................................................................................................................... 49Functional Req 9 : Payroll Giving......................................................................................................................................................................................................52Functional Req 10 : SMS Giving..........................................................................................................................................................................................................53Functional Req 11 : Lottery................................................................................................................................................................................................................ 53Functional Req 12 : Inventory System................................................................................................................................................................................................55Functional Req 13 : Supporter Contact..............................................................................................................................................................................................57Functional Req 14 : Digital Marketing................................................................................................................................................................................................ 59Functional Req 15 : Source/Product Management............................................................................................................................................................................60Functional Req 16 : Reports & Triggered Workflows.........................................................................................................................................................................62Functional Req 17 : Finance............................................................................................................................................................................................................... 63Functional Req 18 : Data Protection...................................................................................................................................................................................................69Functional Req 19 : AA UK Website and Payment Platform Integration............................................................................................................................................71
7. IT & General Requirements............................................................................................................................................................................................73
Appendix A – Context Diagrams & Process Maps..............................................................................................................................................................81
Appendix B – Elaborations & Examples...........................................................................................................................................................................100
Appendix C – Data Warehouse........................................................................................................................................................................................112
ActionAid UK – New CRM system – Requirements document September 2020
Appendix D – Glossary..................................................................................................................................................................................................... 118
ActionAid UK – New CRM system – Requirements document September 2020
1. IntroductionThis Requirements document sets out the key requirements for a new CRM system for ActionAid UK.
The document is set out under the following main headings:
Purpose of the document, which explains the reasons for the document and how it will be used during the selection and implementation of the new
CRM system
Background, which provides an overview of ActionAid UK’s work and the context for the new system
Summary of project goals, which presents the overall aims for the project including criteria against which suppliers and systems will be assessed
Deliverables, which lists the project deliverables and responsibilities
Requirements:
o Functional requirements, which describes the key processes and other requirements that the new system needs to support
o IT & General requirements
The document is supported by appendices including:
Key process flowcharts
Example documents and reports
All information contained in this document is confidential to ActionAid UK.
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ActionAid UK – New CRM system – Requirements document September 2020
2. Purpose of Requirements DocumentThe requirements document will be used throughout the project:
During the selection phase: to record the processes and high-level requirements; to analyse the ability of software systems to support the processes;
to prioritise the functionality requirements (considering factors such as priority, cost and time to implement)
During the implementation phase(s): to monitor delivery of new processes and software to support the processes; to record any changes in
requirements; to phase the implementation based on agreed priority for each of the functionality requirements.
During programme review phases to assess whether our requirements have been adequately met
The purpose of the document is to:
Capture requirements
Indicate criticality to project success
Manage changes to requirements
Provide a reference point for traceability.
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ActionAid UK – New CRM system – Requirements document September 2020
3. BackgroundActionAid UK is the largest funder of the ActionAid Federation, and as such plays a key role in the federation’s global fundraising. ActionAid UK is dependent on systems and technology to deliver the key strategic objectives and the implementation partner will play a key role in supporting our ambitions laid out in our 5-year strategy “Together, with women and girls”.
We are currently running two supporter databases; a bespoke Oracle based system called Infobase, that has been developed in-house over the last 22 years, and Raiser’s Edge, used for relationship management by our Major Donor, Trusts and Corporate teams in our Partnerships & Philanthropy (P&P) department.
We have committed to a new CRM Programme to integrate our disparate systems and to ensure that we have robust Customer Relationship Management (CRM) and Business Intelligence (BI) systems and tools in place. This will allow us to be flexible, innovative, provide exceptional supporter experience, relationship management and provide insight from our data to ensure that we are evidence led and using this to drive our fundraising and marketing programmes.
Our ActionAid UK Strategy 2018 – 2022 and The Resource Mobilisation Strategy commits to embedding a ‘Digital First’ culture into all voluntary fundraising activities. In order to achieve this, we must invest and update our CRM and BI systems and tools. This programme is laying the groundwork for growth to enable this to happen in the next strategy period.
A core part of our CRM programme has been the development of a Data Warehouse. This will provide us with a single source of truth to improve our reporting and decision-making capabilities, and critically to aid in data migration to our new CRM solution. Our Data Warehouse has been built in PostgreSQL and is running on a Linux server.
The CRM programme is being overseen by a CRM steering committee, and led by CRM Programme Manager, with a Senior Responsible Owner representing ActionAid internally. Two CRM Workstream Manager roles have been created to cover Solution Development, and Change, Communications and Engagement respectively. The Workstream Manager – Solution Development will also directly manage the relationship with our implementation partner. The development of our Data Warehouse sits alongside the CRM solution in our Development workstream under this same Workstream Manager.
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ActionAid UK – New CRM system – Requirements document September 2020
Child Sponsorship is AAUK’s single biggest source of income at present, and this is also true for the ActionAid federation as a whole. This is a complex area for any CRM to manage, so needs special attention. Additionally, ActionAid International are developing a new global child sponsorship database. The timing of this is imprecise, but testing of data flows and how users can interact between the two systems will be important.
Project Scope
Activities that are in scope for this programme include:
• Contact relationship management with individuals, financial supporters, other organisations, influencers, and suppliers.
• Supporter management
• Production of reports and analysis of data
• Event management
• Management information
• Campaign and appeal management
• Communications and mailings, including bulk mailings to supporters
• Legacy administration
• Marketing automation
• Digital integration
• Lottery management
• Finance and Income processing
• Child Sponsorship commitment management
• Fulfilment
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ActionAid UK – New CRM system – Requirements document September 2020
Additionally in scope is a change management process to support staff through this programme, and systems change required to deliver functionality and reporting relating to the above activities. Integration with 3 rd party systems that we use for our website, Data Warehouse, Child Sponsorship database, taking payments, contact centre operations, engaging in campaigns, and management of our finances is also in scope, but any unrelated development of those systems isn’t.
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ActionAid UK – New CRM system – Requirements document September 2020
4. Summary of Project Goals
Programme Objectives
Deliver a new platform CRM solution to replace our existing two databases (Infobase and Raiser’s Edge) and to integrate with our other systems including our Data Warehouse, our finance system (Sun), our international Child Sponsorship database and our website.
The main – tangible – outcomes will be to: Appoint our chosen CRM implementation partner in Q4 2020 Deliver against our detailed implementation plan, overall timings and budget Deliver against our technical requirements specification Successfully complete the migration of data from our data warehouse to the new system Deliver a programme of cultural change that brings users and our wider staff body along with us and allows us to realise the potential of a new
CRM platform Have trained all users and arranged a programme of ongoing training Have in place suitable arrangements for post-implementation maintenance and support
Success criteria
Our success criteria are to have delivered on our programme delivery objectives, plus the key programme benefits that we mapped out in our Vision workshop in June 2020. These are:
Improved income generation opportunities Improved supporter experience More agile in supporting new product development More engaged audiences Improved evidence base/test and learn decision making Improved staff experience Assured compliance
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ActionAid UK – New CRM system – Requirements document September 2020
5. DeliverablesThe table is to show the key expected deliverables during the lifecycle of the project and to show that the organisation recognises that the project will be carried out in partnership with the chosen supplier. Some of the deliverables will be directly attributable to one of the parties, but some will require their joint input and responsibility.
ID Deliverable Additional Information Provided by
1. Business Analysis and Requirements Definition
1.1 Documented current and future processes with suggestions for future improvements.
ActionAid UK
1.2 Detailed Design (Detailed journey maps, report definitions, integration specifications, external portal design etc.).
Supplier is expected to further the definition work started through interviews, workshops etc.
The supplier with substantive input from ActionAid UK
1.3 Change Management (implementation of new business processes, training, impact and change by office/central team, communications, feedback loops).
Supplier is expected to contribute to and be aware of the associated culture change.
The ActionAid UK Workstream Manager – Change, Communications and Engagement with support from the supplier.
2. Development
2.1 Initial system development, data import, testing followed by iterative build, integration and bespoke development.
ActionAid UK has proposed a 12-18 month implementation to take into account revisions to processes and other change management activities.
The supplier with feedback from ActionAid UK
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ActionAid UK – New CRM system – Requirements document September 2020
ID Deliverable Additional Information Provided by
2.2 User Acceptance Testing (UAT), provision of data, all end client provisioning.
ActionAid UK will provide and format all data and content.
The ActionAid UK Workstream Manager – Change, Communications and Engagement with input from the supplier.
2.3 Fully documented set of API endpoints to meet integration requirements with AA website and third party payment platforms.
Full AA website and third party payment platforms integration requirements will be defined separately with the supplier.
The supplier (with support from the ActionAid UK Project team).
3. Data
3.1 Data profiling and data architecture. The source data will reside in our data warehouse
The ActionAid UK Workstream Manager - Development with substantive input from AAUK Head of Data and the supplier.
3.2 Data migration. Import of data from the current systems.
Supplier with data provided by ActionAid UK
3.3 Data exchange with other systems. ActionAid UK Head of Data with substantive input from supplier and Workstream Manager - Development.
4. Testing
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ActionAid UK – New CRM system – Requirements document September 2020
ID Deliverable Additional Information Provided by
4.1 Test plan and acceptance criteria Advice and good practice examples expected from the Supplier.
ActionAid UK Workstream Manager – Change, Communications and Engagement, with substantive input from Workstream Manager - Development.
4.2 Testing completed and signed off Workstream Manager – Development and Supplier.
5. Documentation
5.1 Technical system documentation Suitable handover documentation of the service must be provided to ActionAid UK support teams, this must include architecture artefacts, service support documents etc.
Support teams must be part of the handover process.
Supplier
5.2 Online help Supplier
5.3 User manuals/materials ActionAid UK Workstream Manager – Change, Communications and Engagement and Supplier
6. Training
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ActionAid UK – New CRM system – Requirements document September 2020
ID Deliverable Additional Information Provided by
6.1 Training collateral (and some delivery) customised by audience and journey.
This will change the way people work, and we would expect a first cut of training by the supplier to the core project team initially. The training will need to clarify new business process as well as tool use.
ActionAid UK Workstream Manager – Change, Communications and Engagement with support from the supplier.
6.2 Training for “Power users”. ActionAid UK expects to provide at least 1st line support services leaving the supplier to play a 2nd and 3rd line and ongoing development role. However, the supplier should define what local administrators / configurers are able to do.
ActionAid UK Workstream Manager – Change, Communications and Engagement with input from supplier and the Workstream Manager – Development
6.3 Training of support team To be trained as part of the service implementation to support and maintain the system.
7. Project Management
7.1 As would be expected: highlight reports, project planning, change/issue management, Supplier’s quality plan, etc. specifics to be agreed when setting up contract.
The supplier project manager will be expected to attend internal steering committee meetings and co-ordinate all planning activity with the ActionAid UK Project Manager.
The ActionAid UK Workstream Manager – Development and Supplier Project Manager.
7.2 Contracts with chosen supplier The ActionAid UK Workstream Manager – Development and Supplier Project Manager.
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ActionAid UK – New CRM system – Requirements document September 2020
ID Deliverable Additional Information Provided by
8. Continuous Development
8.1 Ongoing development, release management, backlog/code management.
ActionAid UK expects to continue to develop the CRM post implementation.
Supplier with substantive input from the ActionAid UK Workstream Manager – Development
8.2 Account management, new product features/vendor-imposed change, service desk and technical support.
As well as providing support role ongoing ActionAid UK also expects the supplier to help with product upgrades, new features and general systems management.
Supplier with input from the ActionAid UK Workstream Manager – Development
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ActionAid UK – New CRM system – Requirements document September 2020
6. Functional RequirementsThis section details the functional requirements for a new system based on the current business processes. Staff expect that the new system will enable ActionAid UK to refine and improve these processes to meet the project aims and success criteria, with the addition of new and different services and initiatives in the future. The functional requirements are supported by appendices (process flowcharts and example documents and reports) where appropriate.
The functional requirements include:
Supporter Record and Relationship Management Communication Management Child Sponsorship Philanthropy and Partnership Events and Community Legacy Campaigns Trade Products Payroll Giving SMS Giving Lottery Inventory System Supporter Contact Digital Marketing Source/Product Management Reports, Selections & Triggered Workflow Finance Data Protection
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ActionAid UK – New CRM system – Requirements document September 2020
This section also includes general and IT requirements for the new CRM system.
The supplier should provide a full specification for their proposed system, including details of any built-in reports and whether the design of any custom reports is included in the quoted price.
Please list the number of built-in reports, their names and a brief description of the report content.
Suppliers should indicate whether the requirement in each numbered section:
a) Can be met as-stated, using standard facilities within the proposed package.b) Can be met by a minor modification to the package for which there would be no charge to ActionAid UK and no implications for the application of
system updates and new releases.c) Can be met by significant and chargeable modifications and may or may not have cost implications (e.g. re-test) on application of system updates
and new releases.d) Can be met by using a third-party product (e.g. report writer, addressing software).e) Can partly be met using standard facilities within the proposed package but there are limitations (e.g. requirement is for multiple addresses per
contact but the software only supports three).f) Cannot be met.
Please provide a separate narrative to explain any responses given as ‘b’, ‘c’, ‘d’ or ‘e’.
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ActionAid UK – New CRM system – Requirements document September 2020
Functional Req 1 : Support Record & Relationship Management
AAUK records and maintains contact with individuals and organisations that support ActionAid’s causes and campaigns that could be financial (e.g. donation) or non-financial (e.g. sign a petition, enquired about an event). They include, but not limited to the following:
Financial donors Event participants Trade customers Legacy pledgers and givers Lottery participants Campaigning participants Staff of organisations Enquirers Schools Trusts Corporates Government bodies
ID Requires a system that Additional information a b c d e f Supplier notes
FR 1.1 Enables staff to record data about all contacts and involvements supporters have with AAUK at first & subsequent contact. These supporters could be an individual or an organisation; financial or non- financial.
Refer to Appendix B1.1 - Supporter/Organisation Classification
FR 1.2 Supports staff in maintaining a whole picture of the individual/corporate and enables staff to personalise the experience, based on the supporters' needs and wishes.
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 1.3 Ensure the data is captured once, whatever the channel
Including supporting staff in recording data consistently e.g. through mandatory fields, validation of the field in comparison with others and mutually exclusive values.
FR 1.4 Provides a holistic 'at a glance' view of supporters’ basic engagement information (e.g. Type of supporter, donation to date, last 6 months of donation and communication history)
FR 1.5 Supporter Record Creation
requires the following functionalities:
Refer to Context Diagram 1 – Supporter Creation (CD 1.1)
Refer to Process Map 1 – New Supporter Creation (PM 1.1)
Supporters can be created individually, or mass uploaded into the system.
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 1.5.1 Allows selected staff to be able to create new supporters
Other than the typical contact details, the system needs to also allow additional entry of:
Multiple addresses (ability to annotate what these addresses are for)
Foreign addresses Social media handles Date of Birth
FR 1.5.2 Allows mass upload of supporter details with ease. System should not be cumbersome.
Agencies we work with recruiting supporters usually have individualised templates for mass upload
FR 1.5.3 Intelligently check through the First & Last Names and bring to staff attention if names included title or words like Aunty, Grandpa
Words to be checked should be a library that is build up over time
FR 1.5.4 Creates customised template to be mapped with ease based on agency's requirements for mass upload.
FR 1.5.5 Checks for duplication in supporter record and alert staff for intervention. This should apply for all manner of supporter creation.
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 1.5.6 Produces duplication report. Agency who recruit for us are paid by new supporter or new product signed up, the report helps to prevent unnecessary charges made to agency.
FR 1.5.7 Checks that every supporter is genuine, especially when signed up through AAUK website.
A genuine supporter would have made an enquiry, taken a financial commitment, set up a just giving page or corresponded with an AAUK staff.
These sign ups could potentially be held in a holding area till proven genuine.
FR 1.5.8 Allows deletion of a supporter record only if no activities/ donation record has been associated with the supporter yet
FR 1.5.9 Interact with PAF system to ensure accuracy in addresses keyed in
FR 1.6 Supporter with Restriction
requires the following functionalities:
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 1.6.1 Record supporters with restriction and is able to have status reflected prominently when viewing supporters' data. (Note: Only the status should be visible. Details of the restriction is only accessible to a handful of staff)
A restriction would limit the way a supporter can interact with AAUK and our products
Supporters under restriction will require manual review by staff before participating in AAUK's product/event (e.g. Lottery)
In essence this requirement relates to an individual in either permanent or temporary vulnerable circumstances.
FR 1.6.2 Highlights any registration/ donation / participation by 'restricted' supporter so that staff can manually process them.
FR 1.6.3 Allows staff that have permission to add, edit and view the details of the restriction.
FR 1.6.4 Captures the following restriction data Date Reason for restriction (Drop down
selection) Who requested the restriction Permanent or Temporary restriction
FR 1.6.5 Sets notification trigger date for staff to review any temporary restriction and lift restriction when applicable
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 1.7 Allows clarity and flexibility in managing relationship between individuals and organisations
Example of relationships are: Individuals are staff of an
organisation An Individual is related to
another individual (e.g. Spouse, Personal Assistant)
An organisation is related to another organisation (e.g. a trustee company that manages a trust)
FR 1.8 Bars certain supporters’ information and only allow access by selected staff. (e.g. P&P donors where extensive research is done on them)
FR 1.9 Link organisation and their associated HQ and departments so that within the CRM we can identify the hierarchical relationship between them.
e.g. If a school participates in an event with us, they could belong to a group of a school governing body. We want to be able to record the event a school has taken. And also, then to zoom out to the school governing body and look at maybe the total funds received from all the schools under the governing body.
FR 1.10 Provides flexibility in identifying and updating the multiple roles a supporter could have. A 'start' & ‘end’ date should be associated with each role assigned.
e.g. a supporter can be a campaigner, an individual donor and works in a foundation that supports AA UK
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 1.11 Amalgamate duplicate records. No data should be lost in the process. The duplicated record either needs to be disabled or deleted. System needs to also capture that the existing record has been amalgamated.
e.g. a supporter may have signed up with 2 different e-mail addresses and over time we realise they are the same person. The 2 records should be combined into 1 record.
FR 1.12 Can identify supporters that are no longer active, give them a 'lapsed' status and cancel any opt-in communication.
FR 1.13 Indicate and capture the date & source when a supporter has 'Gone Away' or is 'Deceased'.
Both groups of supporters may continue to up-keep their regular donations. Records should not be made inactive until financial commitment ceases.
Gone Away supporters are supporters that no longer contactable (e.g. wrong postal e-mail address).
FR 1.14 Map new supporter reference number to old system (Infobase and Raiser Edge) supporters reference number
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ActionAid UK – New CRM system – Requirements document September 2020
Functional Req 2 : Communication Management
AAUK records all communications with supporters. Communication with supporters could be verbal, written and could take place through various mediums like e-mail, SMS text, phone call, physical letter, social media, inperson meeting, etc. These communication records are two-way; supporters contacting AAUK, or AAUK reaching out.
AAUK will also respect supporters’ communication preferences and will abide by the request unless there are legitimate reasons otherwise (e.g. essential admin).
ID Requires a system that Additional information a b c d e f Supplier notes
FR 2.1 Supporter Communication Record
requires the following functionalities:
FR 2.1.1 Log all communication (call, e-mail, web chat, letters and etc) against a supporter’s detail and indicate clearly the type of communication and record the date and a synopsis of the communication (if required)
FR 2.1.2 Attaches email and its response threads seamlessly from Outlook 365 and Contact Centre system e.g. Ignite to the supporter record in CRM.
FR 2.1.3 Easily retrieve and read through the communication history
FR 2.2 Communication Preference
requires the following functionalities:
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 2.2.1 Record supporters' communication preferences and the channel source (e.g. Website, agency, call in, Just Giving and etc)
Communication preference includes email, phone, text and post
FR 2.2.2 Update communication preferences and record date of change
FR 2.2.3 Prevents any marketing communication to be sent to supporters who have chosen to opt out of communication or to Gone-Away & Deceased Supporters
FR 2.2.4 Records supporter communications preferences in a way that can be selected at channel level, and/or in a more granular way such as areas of interest, or in choosing to receive selected communications
A supporter is only interested in receiving campaign related communication but not donor related communication even though he/she is a donor
Or a P&P donor has a more personalised approach and may not receive generic mass communications.
FR 2.2.5 Able to temporarily disable a certain communication type and reinstate it after a certain date
A supporter could be travelling for 3 months and do not want to be contacted via text.
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ActionAid UK – New CRM system – Requirements document September 2020
Functional Req 3 : Child Sponsorship
Child Sponsorship is the largest income generating fundraising ‘product’ for AAUK, and also the ActionAid International federation as a whole. AAUK works in partnership with AAI on the child sponsorship programme of which AAUK’s primary responsibility is to find supporters to sponsor children where portions of the sponsorship monies are channelled to the children’s community which is commonly referred to as a Local Right’s Programme (LRP). AAUK requires a CRM that can integrate with AAI’s Child Sponsorship Management System (CSM); to be able to administer all elements of the child sponsorship programme and manages child to supporter (and back) relationships. Hard copy profiles of children to be sponsored are generated by our UK team, and this contains a photo and welcome message from the child. This is then sent to a supporter in their welcome pack.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 3.1 Manages all elements of child sponsorship and is able to interface/integrate with AAI’s CSM system for any child profile/status updates and changes.
Data exchange is preferably to be real time or exchanged on demand.
Will be future proofed for potential full API between CRM and AAI CSM
The AAI CSM system is used by countries to manage child sponsorship and its related products and is also a planning tool between funding affiliates and countries.
The AAI CSM system is still under development and is slated to be soft launched in phases in the first half of 2021.
FR 3.2 Child Record
requires the following functionalities:
Refer to Context Diagram 2 – Child Record (CD 2.1)
FR 3.2.1 Upload (Sync) child assigned to AAUK for sponsorship from the AAI CSM system. Common fields should be auto populated in the CRM system.
Refer to Appendix B2.1- Child Record
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 3.2.2 Allows ease and flexibility in looking up child records to support any queries responds to supporters; generate reports where necessary
FR 3.2.3 Prevent a child to be linked for sponsorship if:
Status is not at "Active". Profile is greater than 2 years old Welcome Child Message is not
Available
FR 3.2.4 Provides notification alert when children’s availability are running low for a particular country, age and gender.
FR 3.2.5 Check for child record duplication and prevent creation in the event of duplication
FR 3.2.6 Keeps an audit record (time stamped) of child status change
FR 3.2.7 Update sponsorship availability (location, gender, age) on website
FR 3.3 Child Profile Management
requires the following functionalities:
FR 3.3.1 Generate child profile through a complex 'mail-merging' system using the child profile content and LRP Information pack
Refer to Appendix B2.2 - Child Profile – Mail Merge System
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 3.3.2 Allows flexibility in designing the child profile; embedding pictures; customisation of layout depending on target audiences
FR 3.3.3 Generated child profiles are kept digitally against the child record and can be reproduced anytime.
FR 3.3.4 Tracks and triggers an action for a child profile update when child profile becomes expired
Refer to Process Map 2 – Child Profile Update (PM 2.1)
Updated child profile content can be over-written. However the old digitalised child profile created previously should be archived.
FR 3.4 Child Messages
requires the following functionalities:
Refer to Process Map 3 – Child Messages (PM 2.2)
Child Messages (CM) are received twice yearly from each country. AAUK will check and safeguard the messages before bulk mailing out to the supporters.
FR 3.4.1 Provides inventory support to track and manage child messages receipt and delivery
Refer to Appendix B2.3 - Child Message Inventory Requirement
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 3.4.2 Prevent a child to be put up for active sponsorship if there isn't a valid up-to-date welcome child message & photo against their record. Child messages have a validity of 2 years.
FR 3.4.3 Allow staff to check the status of the child message easily to be able to respond to the supporter if they have a query about it.
Supporters are often keen to know when their next child message will arrive.
FR 3.4.4 Is able to run reports on status, delivery and the quality of child message to both countries and management
Refer to Appendix B2.4 - Child Message (Bulk Mail) Sample Report
FR 3.4.5 Bulk upload scanned copy of child message using OCR to accurately link child message to a child record
FR 3.4.6 Removes unused child messages from the system after 2 years. System should be flexibile enough to change this time period
FR 3.5 Child Media (Photo & Video)
requires the following functionalities:
FR 3.5.1 Store all child media received from AAI
FR 3.5.2 Record the date of the child's media received
FR 3.5.3 Archive/delete unused child media for children that has 'withdrawn' or 'deceased' status.
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ActionAid UK – New CRM system – Requirements document September 2020
ID Requires a system that Additional information a b c d e f Supplier notes
FR 3.5.4 Mark media that are used for profile, updates and marketing. Ability to tag what each media is used for
FR 3.5.5 Allows staff to run reports to check the inventory level of used and unused child media
FR 3.5.6 Removes unused child media from the system after 2 years. System should be flexibile enough to change this time period
FR 3.6 Country / LRP Management
requires the following functionalities:
FR 3.6.1 Set up Country and LRP information before any child from the LRP can be put into the CRM.
Refer to Appendix B2.5 - LRP/ Country Requirements
FR 3.6.2 Drives the behaviour of child's status depending on the status of the LRP.
FR 3.6.3 Accurately drives the child sponsorship funding financials associated with the LRP.
AAI Funding Source Code which determines how a fund is distributed is held at the LRP level. So, a child who is being sponsored will have his/her donation channelled to the LRP they belong to.
FR 3.6.4 Allows LRPs to be enabled for prioritised marketing. There could be multiple LRPs that will be put up for priority marketing
Refer to FR 3.7.3 for auto matching requirements
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ID Requires a system that Additional information a b c d e f Supplier notes
FR 3.6.5 Has a notification trigger to review LRPs in priority
FR 3.6.6 Records 'replacement LRPs' for ease of sporadic and mass transfer.
FR 3.7 New Child Sponsorship
requires the following functionalities:
Refer to Process Map 4 – New Child Sponsorship (PM 2.3)
FR 3.7.1 Update the website on child availability by gender, country and age
FR 3.7.2 Records a supporter's child preference (age, gender, and country). A supporter may sponsor multiple children and thus may have multiple child preferences.
This record will help aid future child match if a transfer happens.
FR 3.7.3 Auto match and link a supporter to an available child in accordance to set parameters. Manual linking is required if staff prefers to match a supporter and a child physically or when auto-match can't be done.
FR 3.7.4 Update AAI CSM system of new supporter record and new child links
FR 3.7.5 Allows flexibility to customise welcome packs for supporters. These packs could take the form of physical or digital mail outs.
The way we manage welcome packs could change over time.
FR 3.7.6 Tracks and ensure 1st payment is received or otherwise trigger a Recovery Process
Refer to FR 17.7- Recovery Process
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FR 3.8 Other CS Supporter/ Donor Relationship
requires the following functionalities:
Most supporters are financially supporting the child’s community they have sponsored. Typically, one child would have one supporter. However, there are peculiarities which we need the system to manage.
FR 3.8.1 Records a supporter paying for child sponsorship for another supporter.
Financial records and Gift Aid will be held against the paying supporter. Supporter/ Child Relationship link against the Recipient Supporter.
Communication to the paying supporter and recipient supporter will vary (e.g. Letters pertaining to payment will be directed to paying supporter, Child Message to Recipient Supporter, Action Aid Magazine to both supporters if they live in different household)
E.g Grandparents (Paying Supporter) paying on behalf for a grandchild (Recipient Supporter).
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FR 3.8.2 Records family nucleus supporting a child.
There should be separate supporter record for each member of the family.
Child are dual linked to each of the supporters
Child Sponsorship Donation/Gift Aid could be split between the supporters
Communications are often jointly sent and addressed (e.g. Mr and Mrs Smith)
Family nucleus can refer to a couple jointly sponsoring a child.
Note: At the moment, AA UK Current CRM (infobase) do not split family nucleus. They are held under one supporter record.
FR 3.8.3 Is able to 'dissolve the relationship' and maintain a single donor supporter to child relationship. System needs to be flexible to enable the change to pick which supporter continues the 'single' supporter journey whilst the other supporters retains the sponsorship history they had with AAUK.
FR 3.8.4 Manually creates these exceptional supporter relationships by staff.
FR 3.9 Transfer
requires the following functionalities:
Refer to Process Map 5 – Child Sponsorship Transfer (PM 2.4)
FR 3.9.1 Manages transfer seamlessly by auto matching a new child to a supporter and generate the necessary communication letter.
Transfer happens when a child is no longer available for sponsorship.
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FR 3.9.2 Matches a child using different set of criteria in sporadic transfer than that of a new sponsorship
Refer to Appendix B2.7 - Matching aChild to a Sponsor in a Sporadic Transfer
FR 3.9.3 Enables mass transfer in an event of a LRP closure.
FR 3.9.4 Capture the reasons for transfer on the child record.
FR 3.9.5 Generate letter automatically based on the transfer reasons provided by AAI
FR 3.10 Stop Child Sponsorship
requires the following functionalities:
Refer to Process Map 6 – Stop Sponsorship (PM 2.5)
FR 3.10.1 Stops child sponsorship automatically when repeated payments fails or manually when a supporter informs us and generates the necessary communication letter.
FR 3.10.2 Update AAI CSM system on changes in child sponsorship links
FR 3.11 Supporter Correspondence & Gift to a Child
requires the following functionalities:
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FR 3.11.1 Records all Supporter's correspondence and gifts received for the child. A supporter may sponsor several children thus, the correct child needs to be associated.
Refer to Process Map 7 – Supporter Correspondence & Gift (PM 2.6)
Action Aid has an anti-gift policy for the child sponsor.
FR 3.11.2 Records that a supporter's letter has been redacted
FR 3.11.3 Records the date of message received
FR 3.12 Supporter Queries and Complaints
requires the following functionalities:
Refer to FR 13.3- Case Management for managing queries and complaints
AAI has a separate system that records any supporters’ queries/complaints that require a country response.
FR 3.12.1 Track outstanding responses from AAI System
FR 3.12.2 Saves a downloaded/retrieved copy of the correspondences between AAI countries and AAUK against a supporter
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Functional Req 4 : Philanthropy and Partnership
Philanthropy and Partnership (P&P) manages high-value donors that give a minimum of £5000/year. These donors can be individuals, trusts/foundations and corporates. Relationship management for these donors is more personalised and often requires a period of research and solicitation before they become AAUK major & principal donors.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 4.1 Provides relationship management tools to solicit, cultivate and manage high value donors.
Refer to Context Diagram 3 – Philanthropy and Partnership (CD 3.1)
FR 4.2 Pipeline & Prospect Management
requires the following functionalities:
Refer to Process Map 9 – Pipeline and Prospect Management (PM 3.1)
FR 4.2.1 Creates pipelines for the P&P staff to monitor and track the status of their prospect cultivation work.
Refer to Appendix B3.1- Pipeline Status
FR 4.2.2 Tracks the progress and duration of the pipeline stages
FR 4.2.3 Enables the P&P team to interrogate all the supporters' gifts history to identify potential large givers
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FR 4.2.4 Allows donor/trust/corporate to be identified as follows:
Differentiate donors who are able to give significant donations, but at different tiers.
These donors can be further categorised into "Prospective" (still cultivating a relationship) or "Not Suitable" (will no longer pursue)
Note: Ability to mass change the status.
FR 4.2.5 Generate reports for each pipeline status and its duration at each stage.
FR 4.2.6 Indicate members of staff (known as key-workers) working on the pipeline including additional 'secondary' key-worker assisting on the work.
FR 4.2.7 Include a percentage allocation of work effort for each of the keyworker so that income can be appropriated to their targets
FR 4.3 Engagement Management
requires the following functionalities:
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FR 4.3.1 Sets up and records communication and activities such as phone call, meeting notes, attendance of events undertaken with a supporter.
Refer to Appendix B3.2 - Correspondence & Activities Recording
FR 4.3.2 Links the engagement to a supporter record so that it can be referred back to easily.
FR 4.3.3 Differentiate engagement made as an individual supporter or as a staff member working for an organisation.
e.g. an individual could be a CS supporter and an employee working at a trust. If a call relates to an individual querying about CS, this record should be referenced to the supporter's individual record, however if the engagement relates to business phone call, the reference is made to them being a member of staff to an organisation
FR 4.3.4 Enables one or more AA staff (known as keyworkers) to be assigned as the account holder to a donor/corporate. Keyworkers should be picked up from staff directory
FR 4.4 Research Record
requires the following functionalities:
FR 4.4.1 Records research findings made on supporter Refer to Appendix B3.3 - Prospects Research Findings
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FR 4.4.2 Is able to run queries to pull out for example new pipeline opportunities; reach out to specific donors for emergencies appeal
FR 4.5 Proposal/Ask Record
requires the following functionalities:
FR 4.5.1 Records proposals submitted, the status and the financials
Refer to Appendix B3.4 - Proposal/Ask Management
FR 4.5.2 Integrates status updates with pipeline stages. (e.g. a status 'Declined' will trigger a change in the pipeline status)
FR 4.5.3 Allows attachment of proposal document
FR 4.6 Income Recognition, Pledging and Forecasting
requires the following functionalities:
FR 4.6.1 Records and reports accurately financial donation and pledges
Refer to Appendix B3.5 - Donation Pledging
FR 4.6.2 Measures sales target for each keyworker
FR 4.6.3 Provides a workflow between our finance team and P&P staff to record major donations coming in and allocate the right financial codes for accurate accounting. Soft crediting should also be made available when recording income.
Refer to Appendix B3.6 - Income Tracking Form
Soft Credit is a record of a donation a supporter did not actually make but has influenced it.
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FR 4.6.4 Allows staff to indicate on the workflow if the donation is claimable for gift aid.
Unlike typical donations where gift aid declaration is a blanket cover for a supporter, high value donations are dealt on a case basis.
FR 4.6.5 Ability to notify key workers when a pledge amount fails to come through
FR 4.6.6 Provides financial forecasting tool that is able to pull incomes that are regular and ongoing; have been pledged and that are being worked on in the pipeline. 'Proposal' and 'Ask' in the pipeline should have a 'probability' factor rated against them.
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Functional Req 5 : Events and Community
Events and Community handles 2 types of supporters.
Event supporters raise funds for AAUK through an event they participate like the London Marathon or go on an overseas trip to help build a school. AAUK provides stewardship support throughout the event.
Community supporters are often a group of people that comes together to fund raise for AAUK on their own accord. AAUK supports them with tools, materials, and engaging content.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 5.1 Records all events and provides customisable stewardship journey for event supporters, capturing accurately the funds raised for the event.
FR 5.2 Supporters Record for E&C
requires the following functionalities:
FR 5.2.1 Captures supporters & their details when they have enquired or signed up for an event either online or offline.
FR 5.2.2 Records clearly a supporter current and past event participation
FR 5.2.3 Builds customised stewardship journey for each supporter
Refer to Appendix B4.1 - Customised Stewardship Journey
FR 5.2.4 Records all communication made with a supporter
Refer to FR 2.1 – Supporter Communication Record
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FR 5.2.5 Track amount raised by the supporter for a particular event with the ability to break down registration fee, itemised fund raised, itemised gift aids and any other miscellaneous monies
FR 5.2.6 Track & trend supporter's motivation (reason) in supporting AAUK.
FR 5.2.7 Ability to link a supporters third party online fundraising page (e.g. Just Giving) and record the individual funds raised accurately against their record
FR 5.2.8 Fulfil supporters request for Fund Raising Resources and any Running vest though the inventory system
Refer to Functional Req 12: InventorySystem
FR 5.3 Event Record
requires the following functionalities:
Refer to Process Map 10 – Challenge Events and First Hand Experience (PM 4.1)
Refer to Process Map 11 – Community and Group Fund Raising (PM 4.2)
Challenge Events are often organised by 3rd party
FR 5.3.1 Records basic events details (e.g. Name of event, Date , Type of event and etc)
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FR 5.3.2 Records if a fund raising event is raised by an individual or an organisation.
If an organisation, event and fund raised record should not be affected when the managing staff member leaves the organisation.
If there is a federation with multiple subsidiaries raising funds for the same cause, soft crediting will be required between the subsidiaries and federation
FR 5.3.3 Track the total amount of funds raised for an event with the ability to break down the details (e.g. fund raised, gift aid received, registration fee)
FR 5.3.4 Allow documents to be attached against an event (e.g. contract with a travel agency for a First Hand Experience) or against a supporter (e.g. insurance document)
Access to sensitive documentation should be restricted when required
FR 5.3.5 Allows some details to be erased from the CRM automatically post event (e.g. Passport details)
FR 5.3.6 Allows e-forms to be e-mailed to supporters, tracked and collated
This should be possible via outlook or a bulk e-mail provider.
FR 5.4 Indirect Donor
requires the following functionalities:
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FR 5.4.1 Records donors into the CRM and indicate them as indirect donors (if they are new supporters)
Indirect Donors relates to people who have donated to our supporter for an event they are fund raising for AAUK. The donation can come through an online fundraising platform e.g. JustGiving, physical cheques or other means of payment.
FR 5.4.2 Soft credit the donation against the donor’s record and co-relate the same donation to the supporter that has fund raised the amount
FR 5.4.3 Reflect the communication preferences selected by the donor on an online fundraising system (e.g. Just Giving) onto the CRM if we set them up as new supporters
FR 5.5 Generic Events Management
requires the following functionalities:
This function is not specific to the events team but will be used throughout the Fundraising and Marketing Teams.
FR 5.5.1 Creates an event and tracks the attendees
FR 5.5.2 Churns out invitation letters/cards, name tags using mail merge
FR 5.5.3 Records guest of an invitee. Guest needs to be associated to the invitee. Note that guest may or may not be in the CRM record
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FR 5.5.4 Tracks RSVPs and actual attendance to the event
FR 5.5.5 Tracks dietary requirements of all invitees and guests. Flexibility to remove dietary records post event
FR 5.5.6 Allows attachment of documents such as budget, post event evaluation survey
FR 5.5.7 Tracks a donation or uplift to an existing donation related to the event attended
Functional Req 6 : Legacy
There are 2 aspects of Legacy. One is the marketing of Legacy where we try to encourage supporters to leave a legacy for AAUK. The other is the administering of legacies which relates to the process of identifying and collecting funds that have been left to us in wills.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 6.1 Records all elements of legacy whether is it a legacy enquiry, intent, pledge or administering a legacy left by a legator to AAUK .
FR 6.2 Record all communications (e-mail, phone, meeting, event) and review the history in association to the case or in-memory activity
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FR 6.3 Records all contacts, their details and the relationship they have with the deceased. (E.g. Funeral Director, Executor, Next of Kin, person raising the funds in memory of the deceased)
FR 6.4 Allows tasks/ reminder creations for staff to manage follow up actions in association to a case or in-memory activity
FR 6.5 Stores documents received in relation to a case or in-memory activity
FR 6.6 Legacy Intent Pledge (Marketing)
requires the following functionalities:
FR 6.6.1 Classify a legacy supporter based on the actions they have taken:
Enquirer (Somone who has enquired about legacy)
Intender (Someone who is keen to leave a legacy)
Pledger (Someone who has left AAUK something in their will)
FR 6.6.2 Record the dates of which a supporter legacy pledge status changes
FR 6.6.3 Record the date when a supporter has become a legator (date of passing)
FR 6.6.4 Capture the intended legacy amount
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FR 6.6.5 Record gift will pack or any communication sent to legacy supporter
FR 6.7 Legacy Case Administration
requires the following functionalities:
FR 6.7.1 Creates a legacy case pipeline to track the status and progress of each case.
FR 6.7.2 Assigns staff to a legacy case
FR 6.7.3 Captures the date and source of new case. Refer to Appendix B5.1 - Type of Dates to capture
FR 6.7.4 Record the type of legacies associated to a case. Note that a single legacy case could have more than one type of legacy within it
Refer to Appendix B5.2 – Type of Legacies
FR 6.7.5 Records all income, expenditure and estimates associated with a case element (type)
Depending on the type of legacy, the way of estimating/forecasting expected income is different.
FR 6.7.6 Allow changes to estimate figures. Changes should have a date stamp and reasons recorded
FR 6.7.7 Mark out all legacies that are contentious with clear reasons being recorded and assign a risk level. Estimates of these cases should not be used in any finance forecast projection/ calculations until we receive final estate accounts
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FR 6.7.8 Indicate all cases that are confirmed by executor or we have received final estate accounts so that accrual of income can happen.
FR 6.7.9 Records income restriction and allocate them accurately.
FR 6.7.10 Record added value income with associated date and reason for value add
Added value income are additional income received or reduced expenses as a result of case handler’s pro-activeness (e.g. Challenge and reduce legal fees; Negotiate for better property price)
FR 6.7.11 Forecast legacy income based on a set of adjustable formulas.
FR 6.7.12 Record when the case was last reviewed and the actions taken. Set the next review date if required
FR 6.7.13 Allow timeline view of activities that have taken place for a particular case
FR 6.7.14 Stores assets and estate information and their value.
FR 6.7.15 Builds report such as HMRC Tax reclaim, Accrued income, forecasting (notifications and income received, analysis and income summaries reports)
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FR 6.7.16 Closes a case when all legacy income and the necessary paper work has been received and completed.
FR 6.7.17 Deletes case files after case is closed for 10 years.
Refer to Functional Req 18: Data Protection for details
FR 6.8 In Memory Giving
requires the following functionalities:
In memory giving relates to donations that are raised in honour of the deceased.
FR 6.8.1 Classify a supporter that is either an ‘in memory donor’ or an ‘in memory deceased’
FR 6.8.2 Record an in-memory giving activity and their type
FR 6.8.3 Record the individualised and total amount raised for a particular in memory giving.
FR 6.8.4 Ability to link to online giving page (E.g. Just Giving)
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Functional Req 7 : Campaigning activity
AAUK works with our campaigners to raise awareness and take actions on issues AAUK has embarked on. These actions can range from signing a petition to messaging your MP, or actively attending, or arranging, awareness-raising or protest events and activities.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 7.1 Records campaigners & their detail when participating in AAUK led campaigns
Refer to Context Diagram 4 –Campaigns (CD 5.1)
FR 7.2 Interacts with 3rd party sites like Engaging Network (via API or file downloads), the uploading of information should be seamless and require little manual intervention
FR 7.3 Campaigns and Actions
requires the following functionalities:
FR 7.3.1 Records all campaigns that AAUK have undertaken
FR 7.3.2 Assigns actions that will be taken in a campaign
Campaigners support AAUK by taking an action like signing a petition, write to MP, attending a workshop.
FR 7.3.3 Allows ease and speed in recording and tracking the various type of actions taken by campaigners
FR 7.4 Action & Action Level
requires the following functionalities:
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FR 7.4.1 Create a library of actions
FR 7.4.2 Assign action level to each action (e.g. Signing a petition will have an action level of 1; whereas E-mailing a MP will have an action level of 3) )
FR 7.4.3 Allows actions and their level to be changed with reasons and date of change captured
FR 7.5 Campaigner Activity Level
requires the following functionalities:
Each campaigner is assigned with an activity level. Activity level helps AAUK in selecting the right campaigner to partake in a campaign event.
FR 7.5.1 Uses an algorithm to automatically assign an activity level to a campaigner. These algorithm takes into account how often a campaigner has taken an action and what actions they have taken.
FR 7.5.2 Allows changes to be made to the algorithm
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Functional Req 8 : Trade Products
AAUK sells merchandise on our website including physical cards for Christmas and a “Gift in Action” virtual gift product in which we may need to print personalised messages before sending them out.
Gift in Action are “virtual gifts” which showcase some of the ways we work with and support communities across the world.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 8.1 Manage product orders that come through (web, phone or paper order) and have as much an automated process to follow through the fulfilment
Refer to Process Map 12 – Trade Products (PM 7.1)
FR 8.2 Sync with website for orders made on the website to ensure order payment and fulfilment comes through; pricing is correct and inventory levels are kept updated
FR 8.3 Sends out purchase acknowledgement e-mail for web order and attaches card download when required
Downloadable cards are PDF format - complete with personalisation information and message from the online order form
FR 8.4 Internal Order Form
requires the following functionalities:
FR 8.4.1 Caters for a form for staff to use to put in orders that come through phone call or paper order
FR 8.4.2 Looks up supporter information and inputs the correct information such as address
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FR 8.4.3 Allows search and selection of existing product and check for inventory level
FR 8.4.4 Capture personalised message (if any)
FR 8.4.5 Capture recipient address, name (if any)
FR 8.4.6 Record payment details (only for paper order)
FR 8.5 Takes in the web order and the internal order form and feed in to one fulfilment pipeline for staff to work on
FR 8.6 Tally the product being ordered and reduce it from inventory automatically
FR 8.7 Print the card out accurately taking into account both the product message and the personalised message
FR 8.8 Print out invoices for item purchased to be sent out to supporters that purchased the item
FR 8.9 Send out e-mail through the fulfilment system to inform purchaser that items have been mailed to recipient.
FR 8.10 Sort out card prints, address labels, invoices systematically to reduce logistic handling and errors
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FR 8.11 Allows flexibility in changing the format for product write up and the layout of messages
FR 8.12 Trade Product Management
requires the following functionalities:
FR 8.12.1 Captures basic product data e.g SKU, price.
FR 8.12.2 Ties in with the inventory system to manage all elements of a trade product
FR 8.12.3 Records if there is an occasion behind whythe gift has been purchased (e.g Birthday, Thank you)
FR 8.12.4 Report on the sales of a particular product
FR 8.12.5 Manages products that are being discounted by capturing the type of discounts being applied and the value it has been sold
The type of discount could be a % discount or a buy 'x' number get 1 free offer.
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Functional Req 9 : Payroll Giving
AAUK work with agencies for payroll giving.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 9.1 Records payroll givers that come through payroll giving agencies
Refer to Process Map 13 – PayrollGiving (PM 8.1)
FR 9.2 Uses either API or files upload to automatically generate new payroll supporters and record payments coming through
FR 9.3 Links the payroll agency, their reference number to our Supporter Reference Number
FR 9.4 Have means to manage anonymous supporters that have no names nor contact details.
FR 9.5 Tracks lapsed payments and removes supporters as regular payroll giver after 3 lapsed cycles
FR 9.6 Re-establish payroll payment link that has broken when required
Necessary for lapsed supporter wanting to payroll give again.
FR 9.7 Associate the payroll giver to the company they work for
FR 9.8 Record and soft credit any payroll matching between the payroll giver and their company
Payroll matching is when the company full or part match the amount donated by their employee.
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FR 9.9 Capture any admin charges associated with the payroll give
Functional Req 10 : SMS Giving
AAUK works with agencies on donations that comes through SMS. The requirements stated are purely for SMS supporters and payment records and does not pertain to SMS marketing.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 10.1 Records SMS givers that come through SMS giving agencies
FR 10.2 Uses either API or files upload to automatically generate new SMS supporters and record payments coming through
The unique identifier for SMS supporter is mobile number.
FR 10.3 Have means to manage anonymous supporters that have no names nor address details
Functional Req 11 : Lottery
AAUK lottery is registered with the Gambling Commission and runs weekly lottery draws every Thursday.
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FR 11.1 Manages the lottery draw and records the supporters that participate in the draw.
Lottery costs £1 per entry per week, which equates to £4.34 per calendar month, £13.02 per quarter or £52.08 per annum.
FR 11.2 Assigns unique play number to the supporter based on the number of plays he/she have each week.
If a supporter enters 2 plays each week, he/she will have 2 unique play number.
FR 11.3 Manages & accounts for lottery pool monies received separately from the rest of the donation.
FR 11.4 Allows supporter's entry into the lottery draw only after the second monthly payment has been received.
This is in accordance to the one month cooling off period set by the lottery commission.
FR 11.5 Accounts for supporters' 'financial commitment' into future lottery draws
A supporter can pay 3 months into advance into the next 12 draws. Or could pay £5 a month instead of £4.34/month, the additional £0.64 will be accumulated over time for another play.
FR 11.6 Uses a Lottery Commissioner compliant Random Number Generator (RNG) to pick the winners
RNG can be off the shelf which integrates with the CRM.
FR 11.7 Name the weekly draws with running number. E.g. Draw 1175, Draw 1176
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FR 11.8 Keeps track of: - The number of plays being entered weekly.- Total draw fund that was entered weekly
FR 11.9 Splits the total draw fund into
75% - AAUK to receive 25% - Prize Fund to winners
FR 11.10 Automatically calculate the prize fund for the winners
1st Prize - 50% 2nd Prize - 20% 3rd Prize - 15% 4th Prize - 10% 5th Prize - 5%
FR 11.11 Generate letters automatically to inform winners of their win.
FR 11.12 Transfer prize monies back to the winners’ bank account automatically.
FR 11.13 Have a clear overview of a supporters play commitment, draws they have entered, draws they have won
FR 11.14 Withdraw a supporter from lottery draw when a supporter stops playing.
Functional Req 12 : Inventory System
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The inventory system will help to keep track of products we have for Trade Merchandise ( Functional Req 8) or to manage supplies for Events (FunctionalReq 5).
ID Requires a system that Additional information a b c d e f Supplier notes
FR 12.1 Record all products' inventory level
FR 12.2 Records the product sent to a supporter with the ability to view this information both on the supporters’ page as well as inventory page
FR 12.3 Allow for stock to be drawn out by staff for internal use
E.g. issuing t-shirt to staff to support an event; printing error on a Gift in Action Card.
FR 12.4 Trigger a notification when a particular product runs low in stock. The stock level trigger should be adjustable for each product
FR 12.5 Ability to indicate if a particular product has been phased out
FR 12.6 Record stock replenishment. Ability to mass upload if required.
FR 12.7 Allows for stock adjustment when the stock level in the system is different from the physical count
FR 12.8 Has a loan system for some products. (e.g. collection tin that can be returned and re-issued out)
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FR 12.9 Has a clear trail on loaned products capturing dates; duration it has been loaned out and with which supporter
Functional Req 13 : Supporter Contact
Supporter Contacts are our ‘call-centre’ staffs that respond to telephone, email and social media enquiries.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 13.1 Embed the contact centre system into the CRM (or vice versa) such that there is automation link between the two systems to: - allow ease of access to supporter data - emails exchanges are recorded seamlessly into the CRM
Currently AAUK uses the Mitel Ignite system to manage calls/e-mails from supporters and the public. Web chat is also functionality that is possible through Ignite and may well be tested by AAUK.
FR 13.2 Supporter Contact staff should be able to create new supporter, take payment, cancel payment for any products offering (e.g. Child Sponsorship, Donation, Gifts in Action)
FR 13.3 Case Management
requires the following functionalities:
FR 13.3.1 Allows staff to create cases when there are follow up actions required for a supporter
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FR 13.3.2 Assign severity rating to a case (High, Medium, Low)
FR 13.3.3 Tracks stages of a complaint (e.g. Complaint just received, Complaint to be managed by management, Complaint being escalated to FR regulator)
FR 13.3.4 Allows cases to be assigned to a dedicated staff or forwarded to other departments
FR 13.3.5 Traces all communication and response pertaining to the case
FR 13.3.6 Creates reminder or notification to action on a case
FR 13.3.7 Allow cases to be closed when issues are resolved
FR 13.4 Categorise cases and communication record (e.g. Complaint, Compliment, Child Sponsorship) for ease of reporting and reference. Categorisation should be easily expanded.
FR 13.5 Enables a 3-way integration between CRM, Call Centre system & PCI compliant telephony payment system to ensure secured payments can be taken over the phone
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ID Requires a system that Additional information a b c d e f Supplier notes
FR 13.6 Is able to cater for future digital communication mediums like webchat, social media & instant messaging chats
FR 13.7 Supporter Contact staff should be able to create new supporter, take payment, cancel payment for any products offering (e.g. Child Sponsorship, Donation, Gifts in Action)
Functional Req 14 : Digital Marketing
We currently use Dotmailer as our bulk email platform, Sprout to manage our social media, plus disparate systems and quite a bit of manual processing to manage our Digital Marketing activity. We are actively seeking efficiencies in this area and the opportunity to integrate new functionality.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 14.1 A bulk email/ SMS platform that meets detailed requirements around: user interface, user management, list management, reporting, data integration, data security, hosting, support and maintenance, to be scoped at a future point. Key requirements are highlighted below in FR14.1.1 through FR14.1.7
To be scoped in more detail at a future point
FR 14.1.1 Ability to automate supporter email/SMS journeys
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FR 14.1.2 User can select/import a dataset into email/SMS tool
FR 14.1.3 Responsive content templates can be pre-loaded
FR 14.1.4 A/B tests can be set up with different content/templates
FR 14.1.5 Pre-set/automated email/SMS journey can be launched
FR 14.1.6 Triggered journey process can be set up in advance based on supporter action/inaction
FR 14.1.7 Performance measures can be reported on: open rate, delivery, clickthrough rate, etc
FR 14.2 Social Media management platform allowing us to schedule, publish, monitor, manage workflows, listen (including sentiment analysis) and report.
To be scoped in more detail at a future point.
FR 14.3 Action taken/provision of data by a supporter can generate a retargeting ad
FR 14.4 Web forms can be integrated/embedded into our Drupal website
Functional Req 15 : Source/Product Management
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ActionAid UK – New CRM system – Requirements document September 2020
AAUK currently has a cumbersome 'campaign/source code' process that we use to identify how an action came about from a campaign/source. Example of which is: a donation (action) due to an email (the source) received.
The current source coding comprises a combination of financial data and campaign information, as well as the communication channel, and it is not very effective when drawing reports to measure success. It’s also not very well understood by users, resulting in inaccurate application of the process, and incorrect reporting We hope through the development phase, the supplier will help us identify some industry best practices. The requirements set out here are very basic and will need development.
AAUK currently do not practice classifying programmes or initiatives we have like the Child Sponsorship, London Marathon. Moving forward, we would like to work around the concept of managing ‘Product’ and have a means of tracking performance, how a product came about; reason and when it was decommissioned.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 15.1 Source & Campaign Management
requires the following functionalities:
FR 15.1.1 Creates and stores campaign/source code and the associated data
FR 15.1.2 Tracks the outcome through campaign/source code and produce meaningful reports to measure success and outreach
Outcome could be anything from giving a donation, enquiring about AA, join a campaign or event, lodge a complaint
FR 15.1.3 Allows staff to request for campaign/source code through a work-flow form which either requires approval or triggers notification for actions.
FR 15.1.4 Manages the campaign/source code to allow amendments and close inactive source code
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FR 15.2 Product Management
requires the following functionalities:
FR 15.2.1 Creates and records all fundraising products. Possible things to capture are: Date of creation, Description of products, Financial coding associated to product, Cost of development, Date product is decommissioned and reason.
FR 15.2.2 Track and measure the outcome of a particular product's performance
FR 15.2.3 Allows staff to request for fundraising product creation through a workflow form which is to be directed to relevant teams for approval
FR 15.2.4 Sends e-mail notification to inform relevant department/staff that a product code has been approved/ rejected
FR 15.3 Manages the product library to allow amendments and decommission products
Functional Req 16 : Reports & Triggered Workflows
Our expectation is that reports/queries within the CRM functionality should be simple and straight forward to aid staff in their day to day work.
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FR 16.1 Allows staff, in line with their access level, to interrogate/query the database and produce reports quickly and to monitor dashboards.
Refer to Appendix B7.1 - ReportingLevels
FR 16.2 Provides an interactive, customisable dashboard so that staff can monitor key activities/tasks that are happening; major donations that have come through; pipelines overview and etc.
FR 16.3 Allows staff to create their own reports through intuitive build tools
FR 16.4 Provides the ability to record and report on agreed KPIs
FR 16.5 Allows staff to build simple workflows to drive automated processes that could trigger:
communication (e-mail, post, potentially sms) sent internally or externally
notification alerts actions to be taken reports to be generated and sent
The build module should be visual and intuitive to use.
Functional Req 17 : Finance
AAUK requires a robust system that integrates with our Finance Accounting system (SUN). It is expected that incomes are recognised accurately through automated processes as much as possible. The system is also able to support regulatory requirements that needs to be adhered and abided to.
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FR 17.1 Manages all elements of income received and is able to interface with the Accounting System (SUN) daily, ensuring that the cut off of the items being updated is correct
FR 17.2 Records and reports donations/financial grants accurately against an individual or an organisation.
FR 17.3 Stores & retrieves all finance transaction documents clearly against supporters' record. These documents should be easily retrievable for checks and audits.
e.g Direct debit from, letter supporting a donation, trade purchases and etc.
FR 17.4 Income Management
requires the following functionalities:
FR 17.4.1 Integrates with payment services/platform & 3rd party payment gateway via API or ETL system to ensure seamless process of income.
Refer to Appendix Payment Services /Platform
The CRM needs to be able to manage new addition / changes and removal of payment services / platform easily.
FR 17.4.2 Records regular or single donations that come through Paper Form
FR 17.4.3 Cash batch non electronic payment (Cash, Cheques, Postal order).
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FR 17.4.4 Automate the process of income receipt, requiring little or no manual intervention by:
Allocating income to the correct financial codes and other coding (e.g source code, product code)
Allocating income to an individual supporter or an organisation so that we know the financial commitment history of our supporter
FR 17.4.5 Allows income to be reversed in an event of error with reason and date captured.
This will include any refund made to supporters.
FR 17.4.6 Record soft crediting of income and is able to visually identify them. Care to be taken on soft crediting to ensure double accounting will not happen in reports.
FR 17.4.7 Query and print out reports to aid in daily and month end reconciliation
FR 17.5 Direct Debit
requires the following functionalities:
FR 17.5.1 Store supporter's direct debit deduction date Direct Debit Deduction happens on the 1st, 7th or the 15th of each month
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ID Requires a system that Additional information a b c d e f Supplier notes
FR 17.5.2 Automatically send letter to supporter who has started or reinstate a lapsed direct debit payment with AAUK
FR 17.6 Payment Holiday
requires the following functionalities:
Regular donation that require a payment break by supporters. Payment can be through direct debit or credit card.
FR 17.6.1 Put direct debit / credit card / sms payment on hold
FR 17.6.2 Put an reinstatement date to reactivate direct debit /credit card / sms payment
FR 17.6.3 Record reasons for payment holiday
FR 17.6.4 Sets notification/ reminder in-case staff needs to contact supporter to confirm reinstatement of payment
FR 17.7 Lapse Payment & Recovery Process
requires the following functionalities:
FR 17.7.1 Manage recovery process via e-mail, phone calls (via agency) and post
FR 17.7.2 Automate the recovery process as much as possible
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FR 17.7.3 Clearly shows the stage of each recovery process, communication method, reporting success and drop off rate
FR 17.8 Gift Aid
requires the following functionalities:
FR 17.8.1 Claim Gift Aid in accordance with the declaration made by the supporter
FR 17.8.2 Records a supporter’s Gift Aid status and provides an audit trail for any changes.
FR 17.8.3 Sets notification/ reminder to reactivate 'Hold' status.
FR 17.8.4 Sets date to change 'Temp' status to 'Withdrawn.
FR 17.8.5 Allows split in Gift Aid claim Necessary when a couple jointly sponsor a child and would like to claim the gift aid separately.
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ID Requires a system that Additional information a b c d e f Supplier notes
FR 17.8.6 Stores all Gift Aid declaration proof against a supporter whether it is a physical paper declaration, confirmation of Gift Aid posted out as a letter, or e-mailed.
System should highlight any supporter that do not have proof stored against their record when their Gift Aid status is reflected as "Active" or reactivated back to "Active" from a "Withdrawal" status.
Gift Aid declaration is applicable for all future donations. Reinstatement of Gift Aid from a withdrawn status require new Gift Aid declaration proof.
FR 17.8.7 Alert staff when Gift Aid Status is "Active" whilst supporter has an overseas address
FR 17.8.8 Differentiates incomes that cannot be claimed for Gift Aid (e.g. Registration fee)
FR 17.8.9 Creates and produces Gift Aid tax claim reports to be submitted to HMRC
FR 17.8.10 Accounts for gift aid that are claimed specifically for a project/programme where gift aid received may become restricted
FR 17.8.11 Delete Gift Aid Records 6 years after the last Gift Aid claim of the individual. Duration should be adjustable in case HMRC changes the time period.
FR 17.8.12 Allow Gift Aid rates to be amendable in case HMRC changes it.
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ID Requires a system that Additional information a b c d e f Supplier notes
FR 17.9 Deeds of Covenant
requires the following functionalities:
FR 17.9.1 Record existing deed of covenant and make claim to HMRC.
Deed of covenant are tax relief scheme that existed prior to 2000.
FR 17.9.2 Cancel the individual deeds over time as supporter stop making deed payment or convert to gift aid.
FR 17.10 Gift Link
requires the following functionalities:
Gift Link allows supporters to increase their regular donation year on year pegging it to inflation rate.
FR 17.10.1 Records supporters that have agreed to gift link.
FR 17.10.2 Send letter/e-mail automatically to supporter before the next 'anniversary' payment to inform them that inflation increment will take place for their regular donation.
FR 17.10.3 Adjust the regular payment figure automatically at the 'anniversary' month
FR 17.11 VAT
requires the following functionalities:
FR 17.11.1 Allows some income to be identified for VAT repayments (e.g. Registration fees for events)
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ActionAid UK – New CRM system – Requirements document September 2020
Functional Req 18 : Data Protection
AAUK requires a system that can meet legal requirements regarding fundraising and communication preferences. ( Refer to FR 2.2 – Communication Preference for more details.)
ID Requires a system that Additional information a b c d e f Supplier notes
FR 18.1 Data Retention
requires the following functionalities:
FR 18.1.1 Allows personal data to be erased when a supporter has chosen to protect their data or reaches the end of the data retention period
Personal data are names, contact details, date of birth, bank and card details, social media record, communication history and relationship link to other supporters
FR 18.1.2 Records the reason behind the data deletion (e.g. Supporter request or data retention policy enacted)
FR 18.1.3 Produces a list of where personal data/ communication are held for staff to review and select which data are to be erased.
FR 18.1.4 Allows post code to be anonymised by retaining sector information for future market/campaign analysis purposes (eg AB12 3DE to be reduced to AB12 3)
FR 18.1.5 Retains transaction data when personal data are deleted (e.g. Retain donation amount and date but bank details can be removed)
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ID Requires a system that Additional information a b c d e f Supplier notes
FR 18.1.6 Flags and prevents data to be deleted for legal purposes (e.g. Gift Aid requires Name, Address to be retained for at least 6 years from last claim)
FR 18.2 Data Process Restriction
requires the following functionalities:
FR 18.2.1 Records a supporter's 'rights' in how we manage their data and build restrictions around them. Note: a Supporter may have more than one rights exercised.
E.g. Object to being included in any internal analysis, Object to profiling for philanthropic interest
FR 18.2.2 Captures the date when the request is made, a text field to type in what the supporter has agreed to and where changes have been applied
Functional Req 19 : Website and Payment Platform Integration
AAUK currently receives most of its donations via its website and online payment platforms Stripe and Magento (RealPay) which are integrated with the current CRM. AAUK requires a CRM that can integrate well with the website and payment platforms without detriment to user experience and website performance.
ID Requires a system that Additional information a b c d e f Supplier notes
FR 19.1 Offers flexible, efficient and highly performant options for 1, 2 and 3-way integration with different systems depending on requirements and dependencies.
e.g. CRM, website, payment platform
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ID Requires a system that Additional information a b c d e f Supplier notes
FR 19.2 Can seamlessly integrate with AA website following best industry practice which would result in a consistent and unified user experience on the AA website.
e.g. any forms which need to be integrated with the website would need to adhere to the standard set by the existing AA UK website, including accessibility, look and feel, and responsive behaviour.
FR 19.3 Able to keep the integrated systems in sync at different intervals and using different methods, as appropriate.
e.g. scheduled or real-time integration; transactional or batch, etc.
FR 19.4 Provides a fit-for-purpose and efficient data transfer between the CRM, the website and third party payment platforms.
e.g. Real-time or scheduled integration should not visibly contribute to website page load or technical performance of the site.
FR 19.5 Can support regular updates to integration endpoints and hence is scalable, well-structured and well-documented.
FR 19.6 Provides a website and payment platform integration which is easy to maintain.
Refer to Appendix B6.1 - Payment Services / Platform
Functional Req 2
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7. IT & General Requirements
ID Requires a system that Additional information a b c d e f Supplier notes
IT 1 Access, inputting, searching data
requires the following functionalities:
IT 1.1 Allows for a flexible hierarchy of different access privileges and different profiles for different groups
IT 1.2 Provides the ability for staff to search for and view supporters and other contacts across the whole database
For those with the relevant authorisation
IT 1.3 Supports access and updating of data using mobile phones and tablets
For example, at events
IT 1.4 Has the facility to access information remotely, including the ability to update records and add notes, and for the information to be updated in real time
IT 1.5 Has easily configurable validation tools for data entry (e.g. spell check function) including the ability to cross check different fields.
IT 1.6 Allows staff to scan documents and save the data against records
For example, gift aid declarations
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ID Requires a system that Additional information a b c d e f Supplier notes
IT 1.7 Provides a uniform user experience regardless of location
i.e. London office, Chard office, homeworkers, ‘on the road’
IT 1.8 Ability to use OCR to input data
IT 1.9 Ability to support European language characters
IT 2 System requirements
requires the following functionalities:
IT 2.1 Can run on the following environments (OS agnostic):
Windows 10, Windows 365 Mac OS iPhone OS & Android mobile operating
systems
IT 2.2 Supports commonly used browsers e.g. Google Chrome, Microsoft Edge, Apple Safari, Firefox.
IT 2.3 Can be used to accommodate different types of user e.g. light use, reports only, volunteers and regular/heavy users
Suppliers should outline their proposed licensing model.
IT 3 Cloud storage
requires the following functionalities:
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ID Requires a system that Additional information a b c d e f Supplier notes
IT 3.1 Runs on both Microsoft Cloud and AWS Cloud. The different storage and compute options available in cloud solution must be explained.
Cloud SaaS service to be explained and shown.
IT 4 Capacity
requires the following functionalities:
IT 4.1 Supports a minimum concurrent user base of 150 staff across all access devices (desktops, laptops, tablets and smartphone devices) without any degradation to end-user performance, and needs to be able to scale substantially beyond the user numbers stated in the volume statistics section, should that be required in the future.
Also allow user numbers to be extended if necessary, without significant degradation of performance
IT 5 Localisation
requires the following functionalities:
IT 5.1 Has regional localisation based on UK standards including date and time formatting (e.g. DD/MM/YYYY); the system must allow for the automatic adjustment of UK daylight saving changes.
IT 6 Availability, resilience and disaster recovery
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ID Requires a system that Additional information a b c d e f Supplier notes
IT 6.1 The requirement for user access to the CRM system should be assumed to be 24/7.
The system should be able to achieve an operational availability of >99.995% uptime for user access.
It is expected that there may be a requirement for access to be restricted or for there to be downtime during periods of system maintenance/software updates or system backup – planned and agreed in advance
IT 6.2 Suppliers should indicate whether they can provide options around working offline or in circumstances where there might be poor network connectivity for mobile device end-points.
IT 6.3 A complete data backup must be performed every 24 hours without interruption to availability of the system to users.
Backup needs to be undertaken at the transaction level to ensure system can be rolled back in the event of a cyber attack, such as ransomware
IT 6.4 Suppliers should indicate what options exist to support Disaster Recovery in the event of a system outage on the primary infrastructure platform.
IT 7 Security/user access/authentication
requires the following functionalities:
IT 7.1 Supports tight integration with ActionAid UK’s preferred existing user authentication method of Active Directory.
Multi-factor authentication (MFA) should be supported
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ID Requires a system that Additional information a b c d e f Supplier notes
IT 7.2 Supports a flexible and granular security model to enable the protection of sensitive data, while extending role-based security access to users across the organisation. Data/transactions should include end-to-end encryption throughout the system as well as on tablet, smartphone and other devices.
IT 7.3 System should allow single sign on as per Active Directory
IT 7.4 Web-based functionality must meet Level AA of the Web Content Accessibility Guidelines (WCAG) 2.0.
IT 7.5 Defines security patching procedures.
IT 7.6 Secures any personal identifiable information (as defined in GDPR) in transit and at rest.
IT 7.7 Allows data and system access based on role and uses industry accepted standard of security for both communication and identity storage.
IT 7.8 Complies fully with AAUK IT Security Policies. Further details can be provided on request.
IT 7.9 Provides a full audit trail of system activity to be maintained.
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ID Requires a system that Additional information a b c d e f Supplier notes
IT 8 Integration
requires the following functionalities:
IT 8.1 Open API’s/RestAPI’s/Web Services using industry standard protocols should be available to allow for the creation of deep, automated integrations with other systems that ActionAid UK uses.
IT 8.2 Can synchronise with Office 365
Attaches email and its respond threads seamlessly from Outlook 365 to the supporter record in CRM.
Allows documents from Office 365 to be attached to supporter record in CRM.
Syncs tasks, and appointments set up between Outlook 365 and CRM.
IT 8.3 Integrates with the Data Warehouse Refer to Error: Reference source notfound
IT 8.4 Any imports/exports should be undertaken via an API with minimal manual intervention.
IT 9 Attributes
requires the following functionalities:
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IT 9.1 Allows flexibility in creating attributes to a supporter record.
IT 9.2 Allows reason, requester of attribute to be captured.
IT 9.3 Allows attributes to be mass assigned/removed when required
IT 10 Audit requirements
requires the following functionalities:
IT 10.1 Records all accesses and transactions performed (whether by a user or another system) and stores them in a log providing an audit trail of who did what and when.
IT 10.2 Logs and time-stamps all external communications and data changes against User ID to ensure that changes can be tracked and audited.
IT 10.3 Traps and logs failed logon access attempts or multiple attempts to perform unauthorised system functions.
IT 10.4 Provides the ability to monitor and audit performance within the database e.g. that information has been recorded properly, process followed, completion rates, etc.
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ID Requires a system that Additional information a b c d e f Supplier notes
IT 11 Support arrangements
requires the following functionalities:
IT 11.1 There needs to be an IT Support model, to include SLAs for:
a) Service levels supporting RPO, RTO defined in NFR_003
b) Service levels supporting Priority1, P2, P3 scenarios
c) Support delivery (2nd, 3rd line, etc)
IT 11.2 The supplier should be able to provide system support during normal IT support business hours (8:30am – 6:00pm Monday to Friday).
Suppliers should also indicate what out of hours / weekend support options could be provided.
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Appendix A – Context Diagrams & Process MapsThe context diagram (CD) and process maps (PM) chart are appended to support the user requirement.
The context diagram illustrates at a very high level how interrelated modules within the CRM system and 3 rd party system could potentially interact.
The process map is an example set of standardised business processes which it is proposed the new system should support.
Context Diagram 1 – Supporter Creation (CD 1.1) Context Diagram 2 – Child Record (CD 2.1) Context Diagram 3 – Philanthropy and Partnership (CD 3.1) Context Diagram 4 – Campaigns (CD 5.1) Process Map 1 – New Supporter Creation (PM 1.1) Process Map 2 – Child Profile Update (PM 2.1) Process Map 3 – Child Messages (PM 2.2) Process Map 4 – New Child Sponsorship (PM 2.3) Process Map 5 – Child Sponsorship Transfer (PM 2.4) Process Map 6 – Stop Sponsorship (PM 2.5) Process Map 7 – Supporter Correspondence & Gift (PM 2.6) Process Map 8 – Supporter Queries and Complaints (PM 2.7) Process Map 9 – Pipeline and Prospect Management (PM 3.1) Process Map 10 – Challenge Events and First Hand Experience (PM 4.1) Process Map 11 – Community and Group Fund Raising (PM 4.2) Process Map 12 – Trade Products (PM 7.1) Process Map 13 – Payroll Giving (PM 8.1) Process Map 14 – Finance Recovery Process (PM 18.1)
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Envisage it to be an automatic process from the
CRM system
Likely a manual process that may or maynot interact with
the CRM system
Mix of manual and automatic process from the CRM
system
ActionAid UK – New CRM system – Requirements document September 2020
Context Diagram 1 – Supporter Creation (CD 1.1)
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Phone Call
Supporter via Agency
Supp
orte
r via
Web
CD 1.1 – Supporter Creation
New Supporter(Check for
duplication)
Sign-up Data
Acknowledgement Letter (Auto)
Payment System
Card
Det
ails
Finance
Direct Debit - 1st Payment
Success / Fail
Supporter
Web
AgencySupporter Admin
Sign-up Data Contact Details Payment Type (Direct Debit / Card) Gift Aid Details Recruitment Method (Code) Other Product Information
Uploader
Supporter
Paym
ent S
ucce
ss
AA Staff
Supporter
Sign
-up
Data
Sign
-up
Data
Telephony Payment(PCI)
Initi
ate
Paym
ent
(if a
ny)
Ackn
owle
dgem
ent
Lett
er (A
uto)
ActionAid UK – New CRM system – Requirements document September 2020
Context Diagram 2 – Child Record (CD 2.1)
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CRM System
CD 2.1 – CS – Child Record
Child RecordSupporter
Link
Child Profile
Avai
labi
lity
Valid
ity
Child Message
Avai
labi
lity
Qua
ntity
Valid
ity
Supporter CorrespondenceChild Media
(Picture / Video)
Availability
Quantity
Validity
AAI CSM System
Child Information
Supporter & Child Link
Child Profile
Child Media
Child Message (Logistic)
LRPLRP needs to exist
before child from that LRP can be created
AAUK Web
ActionAid UK – New CRM system – Requirements document September 2020
Context Diagram 3 – Philanthropy and Partnership (CD 3.1)
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CD 3.1 – Philanthropy and Partnership
Donor
Organisation
ORStaff
Empl
oy
Supporter
Research
Proposal
Record Engagement
Phon
e ca
ll
Emai
l
Mee
ting
Even
ts
Info
Network Web
Other Sources
PipelineDonation
Amount
Stages
Date
Link
P&P Activities
AAI Contract Management System
ActionAid UK – New CRM system – Requirements document September 2020
Context Diagram 4 – Campaigns (CD 5.1)
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CD 5.1 - Campaigns
Campaigner
Engagement Network,Workshop and Etc
Campaign Activities
Action Level
CRM System
Actions
Communication Medium
(E-mail, Phone call)Send Communication
Campaigner Record
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 1 – New Supporter Creation (PM 1.1)
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PM 1.1 – New Supporter Creation
Supporter sign up on web
Individual supporter sign up through AA staff
Agency recruit
Create customised template before
hand to be given to agency
Retrieve and mass upload csv file in to
CRM
Create record on CRM by staff
Upload record on CRM automatically
Is there duplication?
Yes
Is there financial commitment?
Transfer financial commitment to the existing supporter
record
Yes
No
Handle donation as per existing
suppoter
Delete record
No
Is there financial commitment?
Check for Comms Pref, Gift Aid & Gift Link (when
applicable)
No
Kick-start welcome journey depending on
product taken.
Yes
E.g. Child Sponsorship has its own welcome pack journey
which is different from a Marathon runner.
Check for duplication by
system
Check for legitimacy by Finance Supporter created
Usually one-off donation via online
Single, Regular, CS, GiA, Ambassador Network,
Events
Mass supporter sign up through AA
Upload record on CRM by staff
E.g. Event
Automatically send acknowledgement
letter
Supporter created
These are typically Events, P&P, Campaign supporters
Sign up from Web?
No
Is supporter genuine? Delete recordYes No
Yes
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 2 – Child Profile Update (PM 2.1)
PM 2.1 – CS – Child Profile Update
Check Child Profile Validity
Is child sponsored?
Is profile < 2 years?
Stop
Yes Yes
No No
Update child status to Awaiting
Profileaand alert with notification
Await for child profile update from
AAI
Do not need to send trigger to AAI CSM system as it has an automatic profile update
mechanism
Is child > 12 years old?
Update child status to Retiredaand
alert with notification
Yes
No Is profile updated?
No
Yes
Update child status to Profile Creationa
and alert with notification
Stop
Sync/Download child profile from AAI CSM system
Create Child Profile and save digitalised copy to child record
Update child status to Activeaand alert
with notification
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ActionAid UK – New CRM system – Requirements document September 2020
Process Map 3 – Child Messages (PM 2.2)
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PM 2.2 – CS – Child Messages
Receive hard copy CM
Check and update on system for any missing, damaged
CM
Review all CM and redact as necessary
Gone Away supporter do not need physical CM to be
redacted
Send CM communication
package out
Prepare & print tailored supporter
communicationSTOP
Prepare and send report on CM bulk mail feedback to
countries and management
Upload redacted CM & replace
original
Download digital CM in our system
Digitalised Child Messages available on AAI CSM system
Receive Notification on e-mail via AAI
CSM System
Child Message Approved?
(on AAI CSM System)
Recollect child message
No
CM that requires redaction will be approved.
Record reason for redaction
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 4 – New Child Sponsorship (PM 2.3)
Page 89
Yes
PM 2.3 - CS - New Child SponsorshipFi
nanc
eSu
ppor
ter A
dmin
Supp
orte
r Con
tact
New Child Sponsorhip via Website or Mass Upload
Automatically link a child to a sponsor
by system
Is supporter new?
Create basic supporter record in CSM system via API
Update CSM system on the new link via
API
No
Send 1st Welcome Pack
Welcome Letter & Child Profile
1st payment received?
No
Trigger Recovery Process
Recovery process
successful?
Send 2nd Welcome Pack
Trigger Sponsorship Stop Process
No
Yes Yes
Send Welcome Pack Stop
Welcome Letter, Child Profile & Child Message
Letter & Child Message
New SupportersThis process assumes new supporters are already created in the system. (PM 1.1 –Supporter Creation)
LettersWelcome Pack letters are system triggered communication.
These letters can be differentiated (e.g. preference not met; existing supporter; receipt of payment after recovery process)
Is link successful?
Manually link a child to a supporter
No
New Child Sponsorhip via Phone Call
Yes
Key in supporter bs preference parameter
Automatically suggest child by
system
Is supporter happy with child
choice?
Search for child manuallyNo
Yes
Manually link a child to a supporter
& Take Payment
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 5 – Child Sponsorship Transfer (PM 2.4)
Page 90
PM 2.4 - CS – Transfer
Transfer
Is transfer sporadic?
No(Mass)
Receive update notification from AAI CSM system
Yes Is transfer reason cDeathdb
1
Yes
1
Automatically search for suitable
childNo Can a match be
found?
Check with AAI-Country for a child
No
Can a match be found?No
Prepare communication
package
Yes
Send package out
2Yes
Customised letter with transfer reason & Child
Profile
2Transfer Child to UK CRM from AAI CSM
System
Manually link the child to the supporter
Automatically link child to supporter
Ensure Child Profile is generated
Call Supporter to explain Transfer
Manually search for an available child
Manually link the child to the supporter
Prepare & send communication to inform supporter about LRP closure
6 months before closure
Indicate new LRP in system for
replacement
Automatically match new child to
supporter3
3
If supporter canbt be reached, we will pick a child
for the supporter
Record reasons for transfer
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 6 – Stop Sponsorship (PM 2.5)PM 2.5 - CS - Stop Sponsorship
Payment Ceased
Informed by Supporter
Already gone through recover process but
supporter is not contactable
(PM 18.1 – Finance –Recovery Process)
Automatically unlink the supporter to the
child
Unlink the supporter to the
child
Indicate reason for stopping
sponsorship
Generate letter to confirm cancellation
via e-mail/post
Ping AAI CSM sys to unlink child to
sponsor
Does child profile need updating?
PM 2.1 – CS –Child Profile
Update
Change the child status to cAwaiting
Profile/CM b
Yes
No
StopVerbal Recover Process
via e-mail, phone call, post
Change the child status to Hold aand
place a 3 months notification alert
Did supporter re-establish sponsorship
after 3 months?
This is only for phone call. Email and Post do not have a
recovery process.
No
Relink child to supporter and
establish payment routine
Stop
Yes
Request for new Welcome Child
Messageafrom AAI
Is child > 12 years old? No
Change child profile to cRetired b
Ping AAI CSM sys to unlink & retire child
Yes
Stop
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ActionAid UK – New CRM system – Requirements document September 2020
Process Map 7 – Supporter Correspondence & Gift (PM 2.6)
Page 92
PM 2.6 - CS - Supporter Correspondence & Gift
Receive Correspondence &
Gift
Record receipt in system
Is it correspondence
?
Generate letter stating gift policy
No(Gift)
Donate to Charity Shop Stop
Review correspondence for
safeguarding
Record redaction in CRM
YesYes
Sent via email or post
Is redaction required?
Generate letter informing supporter
of redaction
Record Correspondence on
AAI CSM System
No
Send Supporter Correspondence out
via Bulk Mail PlanStop
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 8 – Supporter Queries and Complaints (PM 2.7)
Page 93
PM 2.7 – CS – Supporter Queries and Complaints
Supporter raise a query or complaint
on child sponsorship
Log issue on CRM System
Does issue needs to be escalated to
AAI?
Log resolution actions in CRM Stop
No
Log issue on AAI CSM System
Yes
Is response satisfactoryResponse recevied
No
Respond to supporter & log in response on CRM
Close case on AAI CSM System
Is response satisfactory?
No
Yes
Close case on CRM system
Yes
Download response from AAI CSM to
CRM system
Stop
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 9 – Pipeline and Prospect Management (PM 3.1)
Page 94
PM 3.1 – P&P – Pipeline and Prospect Management
Is prospect in the CRM?
Create PipelineOpportunity
(Stage 1)
Create supporter record
No
Yes
Research opportunity /
prospects (Stage 2)
Engage prospects(Stage 3 & 4)
Identify prospect
Do we need to work on a proposal?
Is there a realisation of
ask?
No
Do we continue to pursue
opportunity?
Yes
No
Indicate cNot Suitablebon Supporter Record
No
Work on ProposalYes Proposal successful?
No
Record all activities (email,
meeting) against the supporterbs
record
Record findings
against the supporterbs
record
Interrogate CRM database for potential
prospects
AYes
Record proposal success
(Stage 7)
Will prospects provide future opportunity?
No
Close Pipeline
A
Yes
A
Close Pipeline
Yes
Is grant/fund restricted? No
Fill in Income & Pledge Projection
Workflow form
Yes
Close Pipeline
Record on CMS system &
Generate FSC
Prospects refers to donors/corporates that have potential to give.
Opportunity refers to grants/monies that have potential to be asked.
E.g. RBC is a intermediary for several private client. RBC will be a prospect to cultivate. Opportunities refers to the various grants available through RBCbs clients portfolio. Each pipeline refers to an opportunity we are going after.
Ref to CMS if any
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 10 – Challenge Events and First Hand Experience (PM 4.1)
Page 95
Communication journey will be tailored depending on supporter bs payment fees & funds raised.
PM 4.1 – EC – Events with Fund Raising Targets (Challenge & First Hand Experience)
Supporter signs up for an event
Is vetting Required?
Vetting successful? Yes
Yes
Inform Supporter
No
No Is supporter self-funded?
Set them up on a communication
journey (Triggered)
Set them up on a simplified
communication journey
YesReceive monies at
one go or periodically
Participate in Event
A
No
Send final comms and feedback (if
any)End
Check for Registration Fee
Track if Fund Raising Target as been met
Communicate with Supporters
periodically via e-mail or phone
Send welcome journey pack & FR
resources (if required)
Link crowdfunding page to supporters b
event
A
Create Record PM1.1 –
Supporter Creation
Is supporter new?
Yes
No
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 11 – Community and Group Fund Raising (PM 4.2)
Page 96
PM Ϯϰ – EC – Community and Group Fund Raising (School, Corporate, Individual)
Supporter register for a FR initiative
Set them up on a communication
journey
Receive monies at one go or
periodically
Send final comms and feedback (if
any) after FR Initiative
End
Send welcome journey pack & FR
resources (if required)
Link crowdfunding page to supporterbs
FR initiative(if any)
Create Record PM1.1 –
Supporter Creation
Is supporter new?
Yes
No
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 12 – Trade Products (PM 7.1)
Page 97
Supporter purchase product online
PM 7.1 – Trade Products
Receive and record payment
automatically
Is supporter new?
Create RecordPM 1.1 -
Supporter Creation
Yes
No
Product Variation 1) Web Download : No physical mail out required. Message and card will be e-mailed to purchaser.
2) Card Only : Mail card out as it is. No personalised message required.
3) Personalised Card: Personalised message printed on card and mail out to intended recipient.
Are the cards web
downloaded?
Supporter purchase product via call
Supporter purchase product via paper order
Receive payment (PCI Compliant)
Is supporter new?
Create RecordPM 1.1 -
Supporter Creation
Yes
No Record product order into form
Payment to be recorded if via paper order
Send acknoledgement e-
mail and include card download
Yes
Stop
Is there personalised
message?
Print Invoice out
No
No
Send order acknowledgement
Yes
Send Cards out with Invoice
Update inventory Stop
Print cards out with personalised
message
A
A Send card outEmail to supporter that card has been
sent out to recipient
Personalised message cards only come through web
order
Stop
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 13 – Payroll Giving (PM 8.1)
Page 98
PM 8.1 – AQ – Payroll Giving
Receive payroll giving from agency
Is there new supporter?
Yes
Is there contact details?
Could be via Upload or API
No
Create Record PM1.1 –
Supporter Creation
Yes
Create anonymous recordNo
Record payment Stop
Is there lapse payment? No
Yes
Has it been 3 cycle? No
Remove supporter link as a payroll
giver
Yes
Create both supporter contact & company contact
(if required)
Are there changes in
details?No
Amend Records
Yes
ActionAid UK – New CRM system – Requirements document September 2020
Process Map 14 – Finance Recovery Process (PM 18.1)
Page 99
PM 18.1 – FIN – Recovery Process
Lapse Regular Payment
Send customised interactive
email to supporter
Child Sponsors, Regular Givers will receive different emails
Did supporter respond after 5
days?
Yes
Available supporters telephone number &
consent?
No
Send list for recovery to AgencyYes
Continue with payment?
Update supporter record to break
product & payment link
Stop
No
Payment detail changes?Yes Update Details YesA
Web interactive or mass upload (agency)
A
Agency update with response
A
Did supporter respond within 4
weeks?Yes
Agency update with cNobresponse
received
No
B
Available e-mail address & consent?
Yes
No
Send customised e-mail/post to confirm reinstatement & detail updates (if required)
StopYes
No
Available postal address?
B
No
Send letter to supporter to call
Supporter ContactYes
Did supporter respond within 4
weeks?
No
YesUpdate details on CRM by Supporter
Contact
Stop
Is this the 3rd e-mail contact?
No
BYes
Was there e-mail consent? No
CNo
C
Is this the 2nd post?Yes
No
Send 2nd e-mail Yes
Was there e-mail consent?
C
No
D
D
Yes
ActionAid UK – New CRM system – Requirements document September 2020
Appendix B – Elaborations & Examples
B1 Supporter Record and Relationship ManagementB1.1 Supporter/Organisation Classification
To be able to maintain a full picture of any supporters’ details, relationship, and engagement.
B2 Child SponsorshipB2.1 Child Record
The following fields are required but not limited to:
Description RemarksChild Reference NumberNameAgeGenderLRP LRP the child belongs to. LRP must already be set up in the
system. Country & Region Country the child belongs to. Country must already be set up
in the system. Ability to self-populate given LRP information.Date Joined Date the child ‘joined’ AAUK Type Marketing/TransferStatus of Child Active – available for sponsorship
Away – put aside for external marketing (e.g with agency) Sponsored
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On Hold – Put on hold (require an activation date with reminder)
Awaiting Profile/CM – Waiting for profile or child messages from AAI
Profile Creation – Child is with us, profile is in the midst of being created
Withdrawn – No longer available for sponsorship (require reasons to be stated)
Retired - Child is not sponsored and reach the age of 12 Deceased
Supporter LinkSponsorship/Transfer History Show sponsorship & transfer historyNotes Column for free text.
Ability to date stamp and record who made the comment.
B2.2 Child Profile – Mail Merge System
Child profile text comes from 2 sources:
LRP information pack that is provided by AAI at the start of LRP commencement Child profile content (CPC) that is provided when a child is assigned to AAUK
The CPC would likely be a csv file with predetermined fields that are the same for all children. However, it is the LRP information that will drive the text on the child profile.
The mail merge system also needs to be able to manage gender pronouns (him/her) and is able to pick certain text based on conditions (e.g. age driving education information).
Sample of how mail merging should function:
Code Type ExplanationYellow Child Name Picked up from child profile content (CPC) Red Pronoun Picked up from CPC that the child is female.Green Family Home Paragraph 3 refers to home information. CPC will indicate
that the child stays in a ‘Zinc’ type home. Then LRP information will dictate the write up in green.
Someone who stays in a mud home will have a different write up.
Someone who stays in a Zinc home from a different LRP will have a different write up too.
But someone who stays in a zinc home in the same LRP will have the same write up.
If someone who stays in a home type that isn’t in the LRP information pack then a generic Paragraph 3 will be displayed such as ‘homes in the village are predominantly made of XX’
Blue Education This is a conditional text based on CPC information
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whether the child goes to school and what age they are.
E.g Age > = 7 not attending school; Age >= 7 going to school; Age <7 not attending school, Age < 7 attending school will warrant different text.
The remaining texts are consistent for that LRP. Each LRP is unique and will have a different write up.
BEFORE AFTER
Sample of a finished child profile. (Do note that this is how a child profile looks like now but would like flexibility in changing the layout or create more personalised profile addressing to the supporter.
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B2.3 Child Message Inventory Requirement
A child may have more than one child messages in their record. For each child message record we need to track the following:
CM Batch Number Digital Copy saved Approved date Date it is sent out from Country Date it is received from AAUK Indicate if CM has been:
o Redacted Ability to pick reason for redaction
o Rejectedo Missing
Date send out to supporter
B2.4 Child Message (Bulk Mail) Sample Report
B2.5 LRP/ Country Requirements
The following are required for Country / Country Region Set up
Country Name and Country Code (aligned with AAI)
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ActionAid UK – New CRM system – Requirements document September 2020
o Preferably created on a sperate table so that when Country Region/ LRP is set up, country can be a drop down list.
o Start/End Dateo Inactive Tag (can only be made inactive when all associated Country Regions are
inactive)
Country Region Name and Country Region Code (Aligned with AAI)o Preferably created on a sperate table so that when LRP is set up, country region can
be a drop down list. o Start/End Dateo Inactive Tag (can only be made inactive when all associated LRPs are closed)
The following are required for Country / Country Region Set up
LRP Name and LRP Code (aligned with AAI) Country/ Country Region (pick up from drop-down list) Status
o Drop down list
Status RemarksActive LRP is active. Phase Out
3 years phase out. Children with ‘Active’ status within the LRP will be automatically put on ‘withdrawn’ status.
Indicate new LRPs which will ‘replace’ this LRP when managing transfer.Could have more than one LRPs.
On Hold
Children with ‘Active’ status within the LRP to have their status put ‘On Hold’ with an reinstatement date to be reviewed.
Closed
LRP closed. No active sponsorship link available.
LRP Start Date Funding Source Code associated to the LRP LRP Closure Date Capture Reason for closure LRP for preferred marketing (tick box enabled)
B2.6 Matching a Child to a Sponsor
In a new sponsorship, the system must be able to automatically match a child to a sponsor according to the following parameters:
Supporter preferenceo Age o Gendero Country
LRP prioritised for marketing (if enabled) Child message & photo availability Child profile
o FIFO – Profile that has the shortest shelf life left
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Note: Every child’s profile has only 2 years shelf life before it needs renewal
B2.7 Matching a Child to a Sponsor in a Sporadic Transfer
In a sporadic transfer, the system must be able to automatically match a child to a sponsor according to the following:
Find a child from the same LRP preferably the same gendero If the LRP is being phased out look for a child in the ‘replacement’ LRPs
If there isn’t an available child in the LRP, find a child from the same Country preferably the same gender
In both scenarios, child profile must be available In both scenarios, pick the child’s profile that has the shortest shelf life left
B3 Philanthropy and Partnership (P&P)B3.1 Pipeline Status
The 7 stages of pipelines are as follow:
Stage 1 – Identified Stage 2 – Researching & Evaluating Stage 3 – Trying to Engage Stage 4 – Prospect in Engaging Stage 5 – Read to Ask/ Preparing Proposal Stage 6 – Proposal Submitted/Asked and Waiting Response Stage 7 – Successful
B3.2 Correspondence & Activities Recording
The following are required but not limited to:
Description Remarks Subject TitleType of Activity Ability to classify the following:
Task E-mail Phone Call Video Conferencing Meeting (Face to Face) Events Instant Messaging (e.g. Whatsapp)
Category Categorise the type of activity further. E.g. Kick off Call, Follow up Call.
Flexibility in creating this list is required. Date / Time / DurationLocation of MeetingAttendees Ability to pick up names from CRM, Staff Directory, or simply key in
a name if they are not in the CRM/Active Directory. Notes
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Attachment Ability to attach document to an activity recordB3.3 Prospects Research Findings
The following are required but not limited to:
Description RemarksDate researched Able to chart when research work was done
KPI reporting GDPR – need to delete data within 30 days if cold
prospectPrimary Source Indicate how we got to know the prospectResearch Sources GDPR – able to point to where we got research data from.
Prospect Research Notes Free Text to key in information about prospectsPhilanthropy History Ability to record
Month/Year Amount Recipient Name
Interest Area Ability to select from a category of interest area. (e.g Education, Poverty)
The categories need to be easily managed and build up.
Geographical benefit Selection Geographical Interest Country & Region
Rating – Ability to give Rating using Alphabet Rating – Contactability Rating using NumberRating Summary Totals numerical ratings (Alpha Numeric)Emergency funder Yes/No/UnsureComment/Analysis Free Text for additional notesBelow list unique to Corporate requirements:Factory list Free Text; if possible to be able to include weblinksMemberships Free Text; if possible to be able to include weblinksModern slavery statement Free Text; if possible to be able to include weblinksCorp foundation Yes/NoControversies Free Text
B3.4 Proposal/Ask Management
The following are required but not limited to:
Description Remarks Name of ProposalDateStatus Drop down menu to pick the following status:
Proposal Preparation Sent & Waiting Decision Accepted Declined
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Declined & Accepted Alternative No Response
Capture Date when status has changed Type of Gift Drop down menu to pick the following type of gifts:
Co-Financing – Multi Year Co-Financing – Single Year Multi Year Regular Annual Gift Single Year and Etc.
Amount AskedMatch Amount (if any)Date AskedProbability factor % chance of winAmount GivenCMS Ref Reference on Contract Management System
B3.5 Donation Pledging
Donation pledges could be committed in various form. The system needs to be flexible enough to record them for accurate projection.
Fixed amount over a certain period Fixed amount allocated by % over a period Regular amounts with no end dates Donors matching an amount that AAUK raised (in this case projection may be required) One-off donation
B3.6 Income Tracking Form
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This is the current income tracking form that should be replaced with a digital workflow form in the new CRM.
B4 Events & CommunityB4.1 Customised Stewardship Journey
Illustrates how two London Marathon runners will have very different journeys. The one that comes through the charity will need to be vetted first, registration collected and ensure that fund raising targets are met. Whereas a runner who manage to get a balloted place from the organiser itself will require a much simpler stewardship journey and may receive fewer communication from AAUK.
This customised stewardship journey will have different triggered communication for the supporters; different trigger notification for staff to manage the supporter.
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B5 Legacy B5.1 Type of Dates to capture
For each legacy case, there are a few dates that are mandatory to capture which should be provided for each case.
Date of Death Date of Last Will Date of Probate Date of Codicil Date of Notification Date of Case Closed
B5.2 Type of Legacies
Each Legacy type will have their own estimation calculation
Type of Legacies Estimation MeansPecuniary Estimated figure is provided by Smee & Ford Notification, Will or
notified by Executor. Conditional cases should be indicated clearly and will not be
accrued. Reviewed yearly
Specific Estimated figures provided by the executor. Allows for % deduction to account for expenses Reviewed yearly
Residuary Estimated figures provided by the executor. Allows for % deduction for accuracy in projection Conditional cases should be indicated clearly and will not be
accrued Reviewed yearly
Life Interest Trust Estimated figure is provided by Smee & Ford Notification, Will or notified by Executor.
Allows for % deduction to account for expenses Life tenant presence will determine if case should be accrued Case to be reviewed every 3 years
Discretionary/ Estimated figure is provided by Smee & Ford Notification, Will or
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Description Challenge Event: London Marathon
(Charity Place)
Challenge Event: London Marathon
(Self-Ballot)Means of Fund Raising
Fund Raise Self or Fund Raise
Registration ü(VAT)
-
Vetting ü -FR Target ü -FR Amount ü üRunning Vest ü ü
ActionAid UK – New CRM system – Requirements document September 2020
Income Trust/ Royalties
notified by Executor.
B6 FinanceB6.1 Payment Services / Platform
Following are list of current & planned payment services/platform that would require integration:
Access Pay/BACs – Direct Debit HSBC – Standing Order Stripe – Credit / Debit card, Apple Pay, Google Pay PayPal IVR telephone Payment – Credit /Debit Card Just Giving – Online fundraising platform Virgin Money – Online fundraising Platform Agencies – Payroll, SMS, tele-marketers
Note: The payment services /platform may change at the time of development
B6.2 Gift Aid Status
The following are assigned to track supporter’s Gift Aid declaration status:
Status DescriptionActive Gift Aid declared. Claim is active and live.Hold Gift Aid declared but hold and claim till reactivation.
(Reminder/Notification required)Temp Gift Aid declared but claim to proceed till a certain date and then withdraw.Withdraw Gift Aid claim stopped and no longer active.NA Gift Aid has never been declared or a supporter has indicated ‘No’ to gift-aidDonation Led Supporter will inform AAUK on the gift aid status & value for each donation.
B7 ReportsB7.1 Reporting Levels
It is expected that the CRM is able to perform Level 1 type of reports and feed into the data warehouse to support level 2 & 3 reports
Functionality Source Who Example question
Level 1 Basic querying and selecting of data
CRM All staff Show me a list of all the supporters who have signed up for the London Marathon
Level 2 Parameterised Power BI reports Standard reports Show me the
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ActionAid UK – New CRM system – Requirements document September 2020
management information reports
pointing at data warehouse
created by analytical resource but are interactive so all staff can change key fields eg. Event, type of supporter etc.
income raised from the London Marathon by year over the last 5 years
Level 3 In depth data analysis, data modelling, data visualisations
Power BI, querying and visualisation via SQL, Python etc. using data warehouse
Senior analytical resource in data warehouse team
Show me the probability of an eventer going on to participate in other types of support for ActionAid and what is the tipping point in terms of asks resulting in a positive outcome
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Appendix C – Data Warehouse
C1 What is the ActionAid Data Warehouse?
Like almost every other organisation of any size, ActionAid uses many computer systems, many applications, to operate its business. Many of these applications have their own data stores. The data stores hold much of the same data, but in different formats and using different technologies: databases, spreadsheets, text files, XML files, and in external data sources that may be accessed using APIs or by downloading files.
ActionAid, like other organisations, needs to look across all its data sources, so that it can carry out analyses to improve its performance in many areas, including fundraising, campaigning, supporter relationships, delivering to its beneficiaries, and reporting to official bodies.
Collecting data from many source systems, for each report, is extremely inefficient, so the Data Warehouse exists to pull all the data together. The data warehouse stores the combined data in a structure that represents what ActionAid does, rather than being focussed on supporting just one function, as each application is. Reports then become simpler and more consistent.
Each of the applications has its own version of the truth and that means there are inconsistencies. The data warehouse automated load process applies rules to resolve these inconsistencies and give the most reliable single view of the whole data landscape. The rules are developed painstakingly as the automated load process is developed, with input from interested parties to get the best compromise.
Every application also has data quality issues of its own. The impact of these is compounded when data is combined from several not-entirely-reliable sources. (Most sources are over 97% reliable, but the few percentage points of error cause disproportionate extra work.) It is the job of the data warehouse automated load process to resolve these issues too. First, these issues have to be detected, then the data warehouse team has to find the most effective way to resolve them. Ideally data quality issues are resolved in the source systems, delivering benefit to the users of the source systems and to the users of the data warehouse. Where this is not feasible, more painstakingly-developed rules are applied in the data warehouse to clean the combined data before making it available to users.
When all this is done to the best level achievable with the resources available, then the data warehouse becomes a trusted source for reporting, as well as being one that is easy to use.
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The process of loading data into the data warehouse, and keeping it up-to-date, is through tested, automated scripts, with no human intervention. It runs every night, loading data as at the close of business on that day.
The data warehouse does not update any other system, although information from the data warehouse may be used by the owners of the source systems to improve the data that they control, using the applications that own and maintain their source data.
C2 What the Data Warehouse Does and Does Not Do
In order to get the best performance and functionality from the operational systems and from the data warehouse, and to minimise costs, there must be a very clear separation of responsibilities. Without this separation, duplication of effort and inconsistency of data spread throughout the systems.
Operational System (for example the CRM)
Data Warehouse Reason
Automates and assists in the operation of ActionAid.
Captures new data about current activities, usually as they happen. (An example would be registering a new supporter).
Has ultimate responsibility for the data it collects and manages.
Is the only source for data that comes from multiple applications.
As a result, the Data Warehouse is the best source for organisation-level and cross-functional reporting and analytics.
This also makes the Data Warehouse the best source for data to populate new applications, such as the new CRM.
Building and maintaining links from each application to all the others that contain relevant information would be very costly. Costs would be incurred by applications not only in dealing with multiple interfaces, but also in resolving differences.
Is the System-of-Record for the data that it collects and processes. For example, a formal audit of donations would be carried out in the CRM; not in the data warehouse, because the CRM will be the entry point for all donations.
Is never the System-of-Record The data warehouse always derives its data from operational systems, not from interaction with supporters. etc.
When checking critical data one should always go back to the system that captured it.
Has full control over data entered and should apply relevant validation to ensure that the data is correct and that it links correctly to other records.
Is never used to update an operational database.
This means that the data warehouse must not be used to plug gaps in operational system functionality. Instead, the operational system must be enhanced to cover any needed functionality that updates the operational system’s data.
The data warehouse cannot reproduce, and keep up-to-date, all the validation that each operational system should apply to data it captures. Any attempt to do this would be very costly, and never perfect.
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C3 Interfaces Between Data Warehouse and CRMC3.1 Before CRM Goes Live
Before the new CRM goes live, the data warehouse:
collects data from the old systems restructures this data into a data model that reflects the operations of ActionAid, rather than
the functions of any one application combines data from multiple existing applications cleans the data in various ways
o applies consistent formatting ruleso discovers inconsistencies between systems and facilitates resolution of these
inconsistencieso detects invalid values and fixes them automatically where possible, or refers them to
ActionAid staff who can fix them in the source systems, or help to develop rules to fix them.
The data warehouse will then have the best consolidated version of ActionAid’s data. This will clearly be the best source to populate the new CRM initially.
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C3.2 After New CRM Goes Live
The cutover to the new CRM will coincide with the decommissioning of Infobase and, Raiser’s Edge. The departmental applications that are decommissioned will be those that are simply patches to overcome shortfalls in the functionality of Infobase, caused by the increasing difficulty of keeping a 22-year-old system up-to-date, with minimal resources.
The major source for the data warehouse and several of the less significant sources will therefore disappear and the feed for data that has come from those sources up until cutover must immediately be replaced by a feed from the new CRM.
C4 Data Flows between the CRM and the Data WarehouseC4.1 Implementation Approaches
The data flows between the CRM and the Data Warehouse will be defined by the CRM project.
There are many methods of achieving these data flows. Some of these are more costly and some are less so.
Method Direction Cost Description
Direct SQL access, read-only
Data Warehouse to CRM
(data migration)
Low The data warehouse creates the data in an agreed set of database tables, in a schema or database defined by the CRM project. The CRM reads these tables to populate its own internal database.
Direct SQL access, read-only
CRM to Data Warehouse
(after cutover)
Lowest The data warehouse reads data from the CRM tables. No impact on CRM development work. Minimal impact on CRM operation; tables are read at night when the system is quiet.
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Method Direction Cost Description
“csv” files Data Warehouse to CRM
(data migration)
Low Each file will contain the data requested by the CRM project.
The data warehouse creates the files and puts them in a defined place where the CRM can read them.
“csv” files CRM to Data Warehouse
(after cutover)
Low Each file represents a table.
The CRM creates the files and puts them in a defined place where the data warehouse can read them.
“XML” files Both directions High Not recommended
“API” Both directions Highest Not recommended
C5 Working Together – The Data Warehouse and the CRMThe Data Warehouse and CRM projects fall under a single CRM programme of work that is overseen by our Development Workstream Manager. We have talked about the separation of responsibilities. At the boundaries of those responsibilities the two projects work together to ensure that the interfaces work for both parties.
This means agreeing the mechanism for each direction and then agreeing the precise data specifications.
The data specifications must identify every file, database table or message, and the content of each of those objects:
the object format (database table, csv file, XML file, API message) the name of every field the meaning of every field1
how fields are identified in the data feed (by position in the record, or by name) the data-type of each field, including maximum length, number of decimal places for
numbers, format for dates and timestamps whether the field is mandatory or optional valid data ranges or lists
Having worked with the Infobase data we have data profiles for each table from Infobase that we are using. We have used those data profiles to inform further research into each field. We will do the
1 Such documented meanings are often useless, such as “Supporter surname: the surname of the supporter”. Useful information would be “may contain one surname, or more surnames if donations are from a small family group, a grandparent and grandchild, for example”. The meaning should be useful or blank if it is completely unambiguous.
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same for other sources - first Raiser’s Edge and then any others that need to have their data represented in the new CRM.
This information should be useful to the new CRM project and is completely open and available to the CRM team.
C5.1 Data migration
We are planning for the Data Warehouse to be the vehicle for data migration to our new CRM platform. The Development Workstream Manager will oversee this process, working closely with both the Implementation Partner, and the Data Warehouse team. We are keen to utilise the expertise of our chosen Implementation Partner to ensure that this is a successful exercise, as we know that Data Migration is one of the most critical and risky tasks in this type of programme.
C5.2 Nightly Data Feed from the CRM to the Data Warehouse
The CRM supplier must make it possible for the data warehouse to collect all the CRM data, every night. The possible mechanisms are described in Data Flows between the CRM and the Data Warehouse.
The volume of ActionAid’s data is small enough that we have been able to copy full data sets every night. It would be acceptable to receive changes only. This would make the transfer of data much smaller and therefore much quicker. However, detecting changes, and ensuring that none are missed, adds complexity that is not necessary. Using computer power that otherwise would be idle at night-time is a lower-cost solution.
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Appendix D – Glossary
Term Meaning AAI Action Aid InternationalAAUK Action Aid United KingdomCMS Contract Management System
System used by AAI to manage restricted funding contracts
Note: Not to be confused with Web CMS – Website Content Management System
CPE Campaign, Policy and EngagementCS Child SponsorshipCSM Sys Child Sponsorship Modernisation System
New CSM System is used by AAI to manage CS on a global levelFA Funding Affiliates
Countries that raise fundsFSC Funding Source Code
AAI codes for restricted funds
IG Individual GivingDonor that gives less than £5k a year
LRP Local Rights ProgrammeA group of communities that AAI support within a country
MG Major GiversDonor that gives more than £5k a year
NK System Old child sponsorship system that will be phased out end 2020. Replaced by CSM system
P&P Philanthropy & PartnershipPG Principal Giver
Donor that gives significant sum of moneyRE Raiser EdgeSupporter Anyone that supports AAUK whether financially or through other meansWeb CMS Website Content Management System.
Note: Not to be confused with CMS – Contract Management System
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