Doctors Without Borders Canada: Business Process Analysis
Background...
Doctors Without Borders Canada partners with several vendors to execute its Online, Direct Mail, Telemarketing, and Face-to-Face fundraising campaigns, including a data processing vendor who manages the CRM database of record on their own premiss.
The team accepts donations in various 3rd party vendor applications, websites and fundraising CRM platforms, and transfers the donor information to their CRM database of record via data connectors and multiple extract, transform and load (ETL) processes.
There were no direct connections between the fundraising applications and the database of record, and the team used multiple manual processes to manage the database records.
It had become increasingly difficult for the Direct Fundraising team to have a complete view of a single donor, and for the Donor Support team to manage constituents' data and support requests.
I was contracted to review and assess the team’s digital ecosystem, vendor relationships, and data management and operational processes to help develop a data governance strategy and transformation to a donor-centric methodology.
Process Analysis
Facilitated workshops with the Fundraising and Donor Support teams to understand their campaign processes, strategies and goals, and history.
Gathered and reviewed all system specifications documents, data files, integration details, and elicited the end-to-end campaign workflows.
Created detailed flow maps, business process models, and data / system integration maps for each channel.
Analyzed fundraising reports, data transfer error logs, and the applications' donation and constitiuent records to compile problem types, error details, and data inconsistencies.
Collaborated with stakeholders and vendors to audit and detail variances between the as-is processes versus the documented processes.
Improvements & Outcomes
Fix Immediate Problems
Initiated change requests to resolve errors, and documented proposed requirements to normalize the data transfer and management processes. Data transfer errors reduced by approximately 72% within a month.
Standardize Data
Created a standardized file format for the Telemarketing vendors to eliminate vendor specific data processing rules, reduce error handling, and produce consistent program data for internal and vendor reports.
Data Privacy
Created an overview to implement the EU’s General Data Privacy Regulations (GDPR), with recommended changes needed to the donation capture procedures, and donors’ personal data storage and management.
Annual Tax Receipt
Collaborated with the data processing vendor to develop an Annual Tax Receipting project plan template and managed the 2017 project. We created a framework to cleanse the donor addresses and combined ~4,000 duplicate donor records and updated ~7,000 donor addresses. We delivered ~140k print and email tax receipts, completed the project in 25% less time (1 month) than the 2016 project, and the Donor Relations team received almost 60% less donor receipt inquiries compared to the previous year.
Employee Onboarding
Created a SharePoint site to store all process models and associated documents (file formats, report templates, data maps, vendor documents, etc.) which has also served as training documents for new Direct Fundraising team employees.