Enhance Ask UCPath Initiative

The goal of the Enhance Ask UCPath initiative is to create a more intuitive help site for employees to get answers to questions related to UCPath. This initiative consists of multiple sub-projects that will be documented within this project page:

New Employees Case Submission Form
New Submitters Case Submission Form
Enable Reopen Case Functionality
Enhance Ask UCPath Landing page

New Submitters (SOBO) Case Submission Form

Completed as of July 15, 2024

The goal of the SOBO (Submit on Behalf Of) Case Submission Form portion of the Enhance Ask UCPath Initiative will simplify, standardize, and improve the case management user experience for Submitters by creating an intuitive case submission form.

Why are we implementing this project?

The submission form will automatically fill in the topic and category fields based on the information entered in the subject and description
The updated landing page will display open and recently closed cases for the employee selected, making it easier for submitters to access an employee's relevant cases
UCPath will also provide suggestions for resources that may assist in resolving issues

What is the project timeline?

New Employees Case Submission portion of the Enhance Ask UCPath Initiative kicked off on August 29, 2022 with a targeted go-live in March 2024.

System Testing: February 2024 - April 2024
User Acceptance Testing: April 2024 - June 2024
Cutover: July 12, 2024 - July 15, 2024
Go-Live: July 15, 2024*

*Dates are subject to change.

What's changing?

New Employees Case Submission Form: All employees with SOBO access will see the following changes:

New Functionality	Description of Changes
Searching for an Employee & Selecting an Employee	Searching for an employee is now located in the Submit An Inquiry page. If the employee searched has more than one EMPL Record, all EMPL Records will be displayed in the search results. Note that the case is logged against the employee, not against the individual EMPL record selected. It is important to ensure that you have selected the correct employee, based on their Employee ID.
Reviewing Open and Closed Cases	You are now able to review a comprehensive list of open and closed inquiries within the Ask UCPath portal.
Updated Case Submission Form	SOBO users will no longer need to select the topic/category. The form is now simplified and allows SOBO users to add a subject and description of their issue.
Knowledge Articles	Recommended articles are presented to SOBO users prior to case submission to potentially assist with the inquiry.
Case Contact Details	The Best Contact Email and Phone will default to the Submitter’s information. The submitter must request the appropriate “Requested By” option to move forward. The “Do Not Notify” box is checked by default. You must uncheck this box if you want the employee to receive notifications and view the inquiry in Ask UCPath.
WFA Escalation	If the Ask UCPath system derives a topic of Workforce Administration, SOBO users will see the "WFA Escalation?" box displayed: SOBO Users can submit WFA Escalations for issues including: Time-sensitive transactions that affect the current pay period and cause pay and/or benefits impacts Hire Date change that will prevent a pay and/or benefit impact Request to cancel a transaction that will cause a pay and/or benefit impact

Project Participants

Location Roles	Participant Names
Project Manager	Rose Mirano-Del Mar
OCM Manager	Anne Curtis

New Employees Case Submission Form

Completed as of May 2024

The goal of the New Employees Case Submission Form portion of the Enhance Ask UCPath project is to simplify the employee user experience when submitting an inquiry/case through Ask UCPath.

Why are we implementing this project?

The New Employees Case Submission Form portion of the Enhance Ask UCPath Initiative will:

Simplify the employee user experience when submitting an inquiry/case through Ask UCPath
Reduce duplicate cases by displaying recent open cases before starting the case submission
Eliminate the topic and category data entry requirements for employees and transactors
Implement a solution that automatically determines the topic, category, and subcategory
Route cases to the correct queue
Provide users with an accurate service level agreement

What is the project timeline?

New Employees Case Submission portion of the Enhance Ask UCPath Initiative kicked off on August 29, 2022 with a targeted go-live in March 2024.

System Testing: November 2023 – December 2023
User Acceptance Testing: December 2023 – February 2024
Go-Live: May 6, 2024 (Employees) and July 2024 (Submitters)

*Dates are subject to change.

What's changing?

New Employees Case Submission Form: All employees with SOBO access will see the following changes:

Current State	Employees have to select topics and categories that are not always intuitive Cases are not consistently classified at the time of submission Cases require manual updates by UCPath Center case owners to route cases
Future State	Minimize the fields that users need to enter to create a case AI will automatically filter the case on the back end to reduce inaccurate topic/category selection Built-in support using Knowledge Base articles to resolve issues before creating a case

Enable Reopen Case Functionality

Completed as of April 2024

The goal of the Enable Reopen Case Functionality portion of the Enhance Ask UCPath Initiative is to Improve the existing custom pending case closure/follow-up case functionality and process with a solution that provides employees and location submitters the ability to reopen cases.

Why are we implementing this project?

The Enable Reopen Case Functionality portion of the Enhance Ask UCPath Initiative will:

Improve the existing custom pending case closure/follow-up case functionality and process with a solution that provides employees and location submitters the ability to reopen cases
Establish a consistent process for reopening closed cases applicable to all case types
Ensure that historical information within the original case structure is displayed
Enable employees to reopen a closed case within a 12-month timeframe from the
original date of closure (restriction of up to 3 reopens for each case)

What is the project timeline?

The Enable Reopen Case Functionality portion of the Enhance Ask UCPath Initiative kicked off in April 2023 with a targeted go-live in April 2024.

System Testing: January 8, 2024 – January 19, 2024
User Acceptance Testing: March 2024 – April 2024
Go-Live: April 2024

*Dates are subject to change.

Ask UCPath Enhancements Topic Based Zoom

Ask UCPath Landing Page Enhancements

Completed as of April 2023

Why are we implementing this project?

The first part of the Enhance Ask UCPath Initiative focuses on enhancements to the Landing Page:

Enhance the Ask UCPath user experience by delivering a redesigned site to all employees that is user-friendly, mobile-responsive, and accessibility compliant
Reorganize and promote relevant content
Enable employees to search for their case information
Increase awareness of help features

What are the features coming with the new landing page?

Enhance Ask UCPath Landing Page: All employees in UCPath will see a new Ask UCPath landing page layout:

Current State	Current Layout
Ask UCPath help site for employees could be more intuitive Search capabilities to obtain case information and knowledge content is not apparent Relevant help content is not promoted or refreshed regularly Help site does not exist for employees with Submit on Behalf of (SOBO) access
Future State	Future Layout
Enhanced "Quick Search" for fast access to frequently requested content Prioritized "trending topics" with commonly requested items like tax forms A frequently asked questions (FAQ) section Easy to access employee resource links