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 and Submitters Case Submission Form
Enable Reopen Case Functionality
Enhance Ask UCPath Landing page (completed as of April 2023)

New Employees Case Submission Form

New Employee Case Submission Form Project Postponed

The New Employees Case Submission Form project implementation has been postponed. The changes will not go live on March 11, 2024. More information will be shared once available.

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.

Note: The Submitters portion of this project is targeted to go-live in July 2024.

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: Postponed (Employees) and July 2024 (Submitters)

*Dates are subject to change.

How will this impact me?

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

What is the cutover timeline?

Important Dates:

Thursday, March 7, 2024 at 3:00 pm: Deadline to approve or cancel pending transactions
Friday, March 8, 2024 at 12:00 pm to Monday, March 11, 2024 at 6:00 am: UCPath system will be unavailable. During the scheduled downtime, employees, managers, and transactors will not have access to the system

Project Participants

Location Roles	Participant Names
Project Manager	Rose Mirano-Del Mar
OCM Manager	Monique Pascucci

Enable Reopen Case Functionality

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.

Topic Based Zoom: April 17, 2024 at 11:00 am – 12:00 pm

Ask UCPath Enhancements	Wednesday, April 17, 2024 11:00 a.m. – 12:00 p.m.	Add to Outlook Calendar Add to Google Calendar

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