Dear Colleagues,
I would like to take a moment to update you on the status of our Aggie Enterprise system support and address some additional challenges that we've encountered. Your feedback and collaboration continue to be vital as we work to stabilize and enhance our operations.
Current Support Status:
- Support team availability: Our support team is still available for assistance via Zoom on Tuesdays and Thursdays from 1 to 2 p.m. until Nov. 14, 2024. For any system-related issues, you can also reach us by email at ANR-AggieEnterprise@ucanr.edu.
- Training resources: We have updated our training materials, including guides and video tutorials, which can be accessed on our UC ANR portal, or our learning center located at UC Davis LMS system.
Challenges Encountered
- Data quality issues: We continue to identify and discover challenges with conversion data accuracy that have affected reporting. We are actively working on data validation processes to address this.
- Contracts & Grants billing: Contracts & Grant Accounting Office (UCD campus) is behind on billing agencies and sponsors, and the award and sub award setup process is not meeting our expectations in terms of timeliness. To stabilize and standardize the process and resolve these issues, UCD is planning to bring additional temporary resources to address the issues. We anticipate that the process will improve thereafter. If critical billing requires escalation, please email the UC ANR Aggie Enterprise team, and we will assist.
- User training gaps: Some users have expressed difficulties with specific features. We are organizing additional training sessions to ensure everyone feels confident in using the system.
- Integration hurdles: A few integration issues with existing applications and tools (e.g. survey tool) have been reported. Our support team is working to prioritize and address the integration issues to support the system. We will provide updates as they progress.
Next Steps
- Ongoing communication and training: We will continue to provide regular quarterly updates on system changes, and the Business Operations Center (BOC) will hold regular meetings and support office hours tailored to the needs of admin and office staff which will be communicated separately.
- Support requests review: The support operational team will review unresolved support tickets regularly to prioritize urgent issues and work with UC Davis partners to ensure timely resolution.
- Reporting features: Our reporting team is working alongside UC Davis reporting team to develop and enhance user reporting features. Please note that this process will take some time, as the teams are prioritizing the tasks.
- FAQs: In response to support calls and feedback, our cross-functional business teams are creating knowledge base articles and help guides, to address user inquiries effectively.
Your support, patience and understanding to this engagement are crucial as we navigate these challenges and leverage our systems for greater efficiency. I thank you for your patience as our AE project team works through your concerns.
Thank you,
Tu M. Tran
Associate Vice President, Business Operations