This action might not be possible to undo. Are you sure you want to continue?
GANDHINAGAR INSTITUTE OF TECHNOLOGY Moti Bhoyan, Kalol ,Gujarat, India.
Guided By Miss . Leena Patel
Submitted By Bhargava Abhinav Id no.08CE004, 5th CE
GANDHINAGAR INSTITUTE OF TECHNOLOGY Moti Bhoyan, Kalol ,Gujarat, India.
This is to certify that the seminar entitled “Web Portal” and submiitted by Bhargava Abhinav having id no.O8CE004 for the partial fullfilment of requirements of Bachelor of Engineering(Computer Engineering) degree of GANDHINAGAR INSTITUTE OF TECHNOLOGY, Motibhoyan, Kalol, Gujarat, India embodies the bonafied work done by haer under my supervision.
Miss Leena patel
Name of guide Place: Date :
GANDHINAGAR INSTITUTE OF TECHNOLOGY Moti Bhoyan. Kalol . I would also like to thank entire computer department and faculty for helping me in every possible manner during this course.Gujarat. 3 . Year:2010 Acknowledgement I would like to take this opportunity to thank my teacher and guide Miss Leena Patel for her advice and continued support without which it would not have been possible to complete this report. India.
A llo w u se rs o f d iffe re n t inte res ts to cu sto m iz e th e ir in fo rm a tio n so u rce s to personalize their P ortal w eb page. T yp ica lly a "p orta l site " h as a ca talog o f w eb site s. A p o rta l s ite m a y a lso o ffe r e m a il a n d o th e r se rvice to e n tice p e o ple to u se tha t site a s the ir m ain "poin t o f e n try" or "g a te w a y" (he n ce "p orta l") to the W eb.ABSTRACTION P o rtal U sually used as a m arketing term to describe a W eb site that is or : is in ten d e d to be th e firs t p la ce p e op le s ee w h e n u sin g th e W e b. a se a rch e n g in e . su ch a s A m e rica O n lin e (A O L ). T h e first W e b p o rta ls w e re o n lin e s erv ice s. bu t b y n o w m o st o f th e tra d ition a l se a rch en g in e s ha ve tra n sfo rm e d the m se lve s in to W e b p o rta ls to a ttra ct a nd kee p a la rg e r au d ie nce . a nd on -lin e sh o p pin g m a lls. G ath ers u se fu l in fo rm a tio n a n d fun ctio n s fro m a va riety o f w e b re so urces into a ‘one stop’ W eb page to help users avoid having to hunt for inform ation. o r b o th . fo ru m s. se a rch e n g in e s. su ch a s e -m a il. W e b p o r t a:l A W e b s i t e o r s e r v i c e t h a t o f f e r s a b r o a d a r r a y o f r e s o u r c e s a n d se rvice s. th at provid e d a cce ss to th e W e b . 4 .
6. Bibliography 27 5 . 8. Introduction TOPIC Page no 6 6 6 9 11 14 19 21 24 26 Development Of Web Portal Types Of Portal Web Portal Contents Customer-Centered Interface Identify Goals For Your Portal About Secure Web Portals CPAD And VEP Concepts Customer Management Relationships Conclusion 11. 3. 4. 7. 10. 2. 9. 5.INDEX No 1.
the Web portal was a hot commodity. After the proliferation of Web browsers in the mid-1990s. Lycos was said to be a good target for other media companies such as CBS. died down with the dot-com burst in 2000 and 2001. and other services also tend to make users stay longer. Yahoo!. for many users.1. stock prices. 3. INTRODUCTION A web portal presents information from diverse sourcesin a unified way. and entertainment. infoseek.com. Apart from the standard search engine feature.news. the starting point of their Web browser. Lycos. Examples of a web portal are MSN. Some notable portal sites. Yahoo!. DEVELOPMENT OF WEB PORTALS In the late 1990s.com. 2. Netscape Netcenter became a part of America Online. with "old media" companies racing to outbid each other for Internet properties. customization features. Expanding services was a strategy to secure the user-base and lengthen the time a user stayed on the portal. Services which require user registration such as free email. Excite went bankrupt and its remains were sold to iWon. and chatrooms were considered to enhance repeat use of the portal. many companies tried to build or acquire a portal. the portal craze serves as a cautionary tale about the risks of rushing into a market crowded with highlycapitalized but largely undifferentiated me-too companies. for instance. which otherwise would have been different entities altogether. news. To modern dot-com businesses.com.Portals provide a way for enterprises to provide a consistent look and feel with access control and procedures for multiple applications. chat. AOL and iGoogle. AltaVista. The Web portal gained special attention because it was. and Hotbot among the old ones). information. thereby increasing the advertising revenue. TYPES OF PORTALS 6 . to have a piece of the Internet market. Game. and Excite became a part of AT&T during the late 1990s. web portals offer other services such as e-mail. the Walt Disney Company launched Go. remain successful to this day. The portal craze. Disney pulled the plug on Go. Many of the portals started initially as either web directories (notably Yahoo!) and/or search engines (Excite. email.
gov. A number of major international surveys are run to measure the transactional capabilities of these portals. In the United States the main portal is FirstGov. NICUSA focuses on the self-funded model. Instead it is supported by transaction fees for its applications. Regional Web portals Along with the development and success of international Web portals such as Yahoo!. states have their own portals which provide direct access to eCommerce applications (e. regional variants have also sprung up.gov. Government Web portals At the end of the dot-com boom in the 1990s. states have chosen to out-source the operation of their portals to third-party vendors. Some regional portals contain local information such as weather forecasts. for example. agency and department web sites. 7 . There is noticeable overlap between portal categories. Another notable expansion over the past couple of years is the move into formerly unthinkable markets.S.com) but also like Italy (Webplace. Hawaii Business Express and myIndianaLicense).Portal deployments can be grouped into the following categories based on the most common portal scenarios..uk (for businesses). "Local content .it) and so on. There are common capabilities and benefits that span all portal solutions. The most successful company to date for this is NICUSA which runs 18 state portals. doing business in and getting around the state.S.global reach" portals have emerged not only from countries like India (Rediff) and China (Sina. many governments had already committed to creating portal sites for their citizens.g. and more specific information about living in. the most notable being that run by Accenture. street maps and local business information. a line of business application portal or divisional portal may be included as part of an Enterprise or corporate Intranet portal. and does not charge the state for work. in the United Kingdom the main portals are Directgov (for citizens) and businesslink. Line of Business Portal Line of Business (LOB) applications are business applications designed to automate processes for a particular business function such as human resources or procurement. Such portals reach out to the widespread diaspora spread across the world. Many U. Many U.
document sharing. training and other activities related to technical service and care. The ability to secure and manage user access based on the identity of the visitor is important for extranet portals. or execute process within a few departments. a corporate Intranet portal often includes services such as a corporate directory. tools. content and functionality within their group. Corporate Extranet The Extranet portal is deployed as an interface to the company for use by its suppliers. Team or Divisional Portal A team. 8 . Corporate Intranet A corporate intranet portal provides a single point of access to a variety of corporate resources. In many cases. Corporate Extranet portals may also include business-to-business or business-to-customer solutions involving transactions. or division portal is used by a group of people or communities within the company to share information. A group portal often includes repositories for shared content and tools for collaboration. An extranet portal will typically provide a group of user access to a subset of the company’s online content and services. and data associated with the process and systems. support. Customer Service or Self-Service Sometimes considered a subset of the Corporate Extranet. or order management. department. a financial LOB portal might be used to expose metrics. A line of business portal may used by a single team. In many cases this portal may be created and maintained by the group that uses it with the administration of users and content submission managed locally. Integration with the LOB application and information repositories is key to an effective Line of Business portal. As a result. A human resources portal might be used throughout the company. For example. supply chain information sharing. and search. this portal acts as a gateway to other portals and Web sites located throughout the company. measurable activities that can impact the bottom line dramatically. or customers. partners. personalized manner.An LOB portal provides easy access to the LOB application functionality. It may also act as that group’s interface to the rest of the company or to its set of customers and partners. a division. access and track a company’s financial data. or across the organization. providing employee benefits and internal information. but focuses on actionable. This portal also involves transactions and information sharing in a secure. this portal focuses specifically on service.
Concepts such as “My Work” (a personalized dashboard of transactionoriented services necessary for the activities of an administrator or researcher). public service. 9 . 4. Some of the above portals are related and some of the portals are not related. and so forth. the arts. library services.” which reflects the individualized course content and activities for a student (including the educational outreach/distance learning student). research. In essence. or “My Studies. Also some types of web portals are subset of other web portals. WEB PORTAL CONTENTS Approach: • • Goals: • • • • Customer-centered resources All resources available over the Web Single log-in for all services Unified roles/authorization directory Incremental process improvements Targeted technology enhancements The services offered through the portal will reflect the full range of activities of the institution: teaching. or “My Employment” application. a personal portal is a personalized view of content and applications. are ways of thinking about how to organize these services within the portal. Enterprise An Enterprise portal acts “home” portal for the entire organization that encompasses and federates any or all of the preceding types of portals. entertainment.Personal Portal A personal portal allows the individual user to access information and resources that are of particular interest to them. or “My Admission” application. which may often be contained in a corporate Intranet portal. Flexible personalization is the key technology for personal portals. learning.
and human resource systems. finance. this might be seen through the interaction with and between the admissions. a CRM business strategy would optimize interaction with departments administering benefits. From the perspective of the college or university. 10 . the CRM business strategy provides a clear and complete picture of each individual and all the activities pertaining to the individual. the faculty. faculty members. payroll. and the institution as a whole. Following are ways in which all customers of the institution can benefit from increased access to information and services. or facilities. much of this new functionality will be focused in the student area. The work of higher education should be focused on the people it serves. In the case of a student. The evolution from point-to-point integration between applications to a single institution-wide database with integrated business rules and a workflow process library will blur the distinction between student. student accounts. staff training. The needs of the customer base become the focus rather than the rigid process structure that is the focus of today’s systems. information technology (IT). Within the higher education enterprise. and housing offices. This exciting new level of student-related functionality and performance will have an impact on students as well as on the administrative staff and management. • • Most important is the ability of a truly robust set of institutional processes and tools to bring the entire institution together around its people. For a faculty or staff member. registration. The Institution (Firm):CRM delivers a new conceptual and structural framework for directing institutional activities to attract and retain its various customers. anywhere in the world. alumni. • • Students. financial aid. alumni. Emerging Customer Relation Management (CRM) processes and technologies will drive the growth of new types of resources and services. and staff members can access and update information from any web enabled device. Administrative systems are seamlessly integrated with instructional computing and communications systems.From the perspective of the customer. a CRM business strategy allows interaction with the college or university from a single entity that has a complete understanding of their unique status. not on its administrative systems.
5 . where they need it. CUSTOMER – CENTERED INTERFACE Web technologies offer the opportunity for our colleges and universities to move from having a historic focus on processes to being information. and in a format that can easily be acted upon. The University of Washington’s goal is to provide people with the information they need—when they need it.and communications-based institutions. 11 .
and more. teaching assistants. The customer-centered model is useful as a way of rethinking who are the University’s customers and how it can effectively use the new technologies to meet their needs. Individuals are often in more than one category—such as alumni who are also patients. graduate and professional students. Such a rapid growth in opportunities makes it difficult to know how best to reap the bene. Customers interacting through the Web do not.At the same time. these complex relationships with the university will continue to change. We are using customer to mean the full community of individuals who have a relationship with our institution. and then to continuing education 12 . Web technologies are generating new opportunities at a tremendous rate. Unlike many commercial enterprises. The new Internet-based relationships offer a unique opportunity to think more holistically about our customers and how we relate to them. donors. b2c. b2b. Institutionally we tend to think in terms of separate categories for each of these relationships and separate institutional departments to service them. sports fans. prospective students. parents. In fact. staff members who are also students. mass customization. and highly inclusive customer-centered model (shown in Figure 2. career planners. enterprise resource planning (ERP). Portals. and staff members. The university community includes students. they want information and services that address their needs. This has led the University of Washington to envision a deceptively simple. administrators. and should not. patients. Indeed. continuing professional education students. and then an alumnus. high-level. faculty members. and then going on to professional school. have to think in terms of the institutional categories. with simple client provider relationships. and then a patient.1) of how we see these pieces fitting together. exchanges. researchers. extension students. During the course of their lives. universities have a complex set of relationships with a wide variety of constituents. faculty members. the term customer is misleading in a university context. of the more than a million different people each month who use the University of Washington’s Web infrastructure to relate in some way with our institution. The Customer The customer is rightfully the center of the university information model.fits. and so forth. offer a confusing array of opportunities with no clear approach or vision of how they can be integrated to meet the needs of our customers. staff members. and the electronically based new economy is expanding at Internet speeds. and then becoming an undergraduate. prospective employees. who make up our core campusoriented community. It is not difficult to imagine an individual moving from the status of student in a summer extension course in middle school or high school to that of a prospective undergraduate. and parents who are also donors and sports fans. alumni. certificate program students. referring physicians. fewer than 10 percent are students. e-commerce.
This ID can replace and bridge across the proliferation of IDs currently in use: employee IDs. the problematic social security number still used at many institutions. most especially. loyalty. as well as new learning and health care environments. transactions that represent potential liabilities for the institution. To accomplish this will require a set of policy and technology infrastructure services that don’t yet exist—in anything other than test bed form— at most of our institutions. ERP systems or legacy systems that do not provide rich complex access to information resources via the Web will need to be modified or enhanced to do so. Many dot-coms and portals are focusing on just one of those relationships. Traditionally. alumni. alumni numbers. and. such as that with students. donor. or sports fans. Authentication Many universities are just beginning to broadly implement the concept of a single network ID to provide a uniform way of identifying a user for a wide variety of Web-based services. active. 13 . the Web has been thought of as a way of publishing static content—an electronic hyperlinked version of printed materials. and then becoming a sports fan. we are proposing the assignment of a single university ID that will give an individual access to the full range of university services over his or her lifetime. A strategy that is not based on this principle will tend to create barriers to access. it is important to develop an approach that is inclusive and discovers and even creates synergies between the different relationships. would affect the credibility and good reputation of the institution. The Web The Web is the universal lens through which we will offer access to all of the university’s information resources and the transactions that accomplish work. Obviously there are many policy and implementation issues to consider in making this viable. downloader of lectures. if compromised. In thinking about our strategies for the new economy. rather than fragmenting them into different silos or dealing with them monolithically. For example. and personalized transaction-oriented service environment that can offer content and services that recognize an individual’s interests and needs. we need to set up processes and technologies that balance security with the level of risk. eventually. student IDs. If we are to offer services that involve sensitive information protected by privacy laws. It is now time to rethink the Web and view it as a flexible. Taking this concept one step further. and enhanced opportunities for the university. or transactions that. We have a unique opportunity to deepen and enrich these relationships over an entire lifetime: building pride.through professional certification programs. and. legislatively active citizen.
Another key component of the authorization infrastructure is the concept of a person registry that tracks individuals and their associated relationships with the institution. self-managed review and approval processes used for all other administrative reviews. such as that of alumni. staff member. we need to use processes to ensure that we are indeed providing the ID and password in a way that is appropriate to security requirements. Your own objectives may include more than one of the following benefits. All requests for authorization will follow similar. will help us think more institutionally and systematically about our relationships as part of a university community. and authorizations are that are associated with that individual. Portal technologies deployed without business objectives in mind and measurable goals risk failure. we need to understand what the roles. this fragmented approach to authorizations and roles will become extremely cumbersome to administer. BETTER ACCESS TO INFORMATION AND IMPROVED DECISION MAKING: 14 . This workflow management approach is an important component that allows for the centralized management of authorization in a decentralized manner. or for an emergency room physician. more importantly. into a single identity. The ideal administrative approach will be a decentralized. this section discusses common benefits that organizations achieve through their portal initiatives. for a patient. To help you clarify your objectives and establish meaningful metrics. Authorization Once the infrastructure has authenticated the user and has provided the appropriate level of assurance that the individual is indeed who he or she logged in as.For example. It is essential to do this if we are to offer the wellfocused yet integrated and facilitating view of the institution to an individual. and faculty member. Use of a universal ID. As more transactional services are offered over the Web. such as purchases and personnel requests. relationships. self-service model using electronic forms. when the universal ID is assigned. Many universities do not yet consolidate different roles. This is an investment sure to go to waste. 6. student. These roles and authorizations are often contained within separately managed authorization files associated with each system or service. IDENTIFY GOALS FOR YOUR PORTAL Every organization considering a portal has unique business challenges that it is trying to solve. The level of authentication that may be appropriate for a high school student seeking admission may be quite different from the security required for some administrative transactions.
documents. More importantly. profiles. For employees. retrieve and use important information. buyers. or applications that are appropriate for them based on explicit criteria. In the context of a corporate extranet. As companies grow. execute and measure business progress. accessing. Portals help organizations get organized. avoid unnecessary rework. To alleviate this problem. and gain insight into business activities. extending applications without costly client deployments and reducing development costs associated with Web and HTML publishing. or past behaviors. Portals help lower operational costs by consolidating Web servers on intranets.Business in the digital age is a complicated matter. Specialty servers like file. 15 . Organizational decision making is suboptimal when the potential to overlook key information is high given the available time. including Web sites. As the amount of information and the number of potential sources grow. and applications. portal technology is emerging as a key solution to information disorganization and inaccessibility. the unmeasured costs of these systems are coming under corporate scrutiny as they strive to streamline operations. portal personalization presents only the applications and information that are relevant to their work so they can focus on the task at hand instead of bouncing between various applications and user interfaces. and reusing information spread across an organization and stored in different systems challenges decision makers who need this information to strategize. While business units believe these systems make them more agile. they produce more and more data and documents. supply chain partners or customers get to see only the information. products. REDUCED OPERATIONAL COSTS Corporate intranets are cluttered with servers. repositories and information in various forms and formats. Web and email proliferate. Finding. enablers and partners. Portal personalization includes targeted delivery of any type of content in the portal. it becomes harder to leverage existing company intellectual property (IP). often springing up in departments outside the view of IT. and bring more of the organization’s intellectual capital and resources to bear on problem solving. PERSONALIZED INTERACTION: Personalization is about placing contextually-relevant information in front of decision makers. customizable personalization empowers users to self-select the information and applications they need to complete their work or collaborate with those who can help them do so.
• Targeted Content—Portals make it easier to identify content that is of particular interest to groups of people and provide it to them. They can support integration with an identity management systems or existing corporate directory to enable access controls and single sign on.documents. User Profiles—A portal user profile collects specific information about a user’s identity. Different personalization and customization features enable a wide variety of targeting scenarios. links. preferences and portal layout selections and choices. By subscribing to any of the sources aggregated in a portal -. and making it easier for users to connect with other people. so look for those that match user needs to business objectives in measurable. Some portal technologies allow targeted content to be directed to a user’s custom portal page. events or changes occur and helps them to keep track of content that is of interest to them. Aligning specific business goals with desired benefits can help you to identify and prioritize which features will be most important to your portal deployment. SECURE. User profiles provide personalization infrastructure that can often be extended by a custom development effort. and data of interest to them. specific ways. Personal Portal—A personal portal is Web page or site that individual users customize with information. or other content repositories -.This information can help you understand which features will be most relevant for your portal strategy. Portal profiles enable a variety of personalization features. This could include documents. Each of these feature areas can be matched to one or more of the portal benefits discussed in the previous section. Per-Person Customization—Customization allows end users to customize their portal experience. Subscriptions and Alerts—Subscriptions and alerts notify users when important information.the user can be notified automatically whenever that data is updated. or even applications relevant to their jobs. Web sites. or end users to identify and gather information that is of interest to them. making that content more effective and easier to find. data. Web sites. making it easier to identify users for targeted content delivery. this may include the ability to change the look and • • • • 16 . Depending on business objectives and administrative settings. PERSONALIZED DELIVERY OF CONTENT: A number of different features comprise the personalization and customization capabilities in portals that enable content delivery to groups of users.
including databases. document management systems. Auto-Categorization—Auto-categorization capabilities provide tools that automate the process of cataloging and categorizing content which already exists. In portal publication processes. BROAD SEARCH. and to create custom views of information in the portal. in the case of the portal. these tools can provide editorial review by categorizing content as it is added to the portal or by suggesting the appropriate keywords or vocabulary terms. AND CATEGORIZATION OF CONTENT: The ability to find and use content contained in the portal is often a high-priority requirement. Web content management systems. such as product names or company divisions. Effective categorization should be flexible and allow a piece of content to belong to all relevant categories available in a corporate taxonomy. for example. An extensible indexing model makes it easier to include new data and document types as they evolve. • Categorization and Taxonomy—Categorizing content helps users find it because the ability to browse or search for information by category places it in a context that users recognize and understand intuitively. Effective search requires indexing of content. such as a document or a Web site that search administrators or subject matter experts identify as a good result for a particular search. Best Bets and Categories increase the probability that a user will find relevant content on their first attempt. • • • 17 . used to organize content. a list of important words. Web sites. email systems. INDEXING. Multiple Content Types—An effective content portal should have the ability to index multiple types of content. This technology is particularly useful when organizing a large volume of content. and tagging of the content so that it can be organized efficiently in the portal and accessed via the navigational elements specifically designed for the portal.feel of the portal. Best Bets and Categories as Search Results—A Best Bet is any content source or element. and. categorization. and documents created using productivity applications. select content and application resources.
when repurposing content that already exists into the new portal. CENTRALIZED MANAGEMENT TOOLS A portal that is too difficult to deploy raises barriers to adoption. A flexible architecture provides more deployment options. so evaluating the tools and effort required to maintain portal technology is key. Portal user management problems can be avoided by using technology that integrates with existing identity management technologies. This capability is important to portals since they use personalization. Single Sign-On—Portals can authenticate users and provide access to resources and data that may be stored in different applications and repositories. Self management must be intuitive and easy to use so that users without specialized training can carry it out. While a complete discussion of security is outside of the limits of this buyer’s guide. A portal that is hard to manage and maintain incurs ongoing IT costs that reduce the expected financial benefit. or mixed (see sidebar). • Expertise and Affinity Identification--—Connecting people to people is often as important as connecting people with content. information or experience they are looking for. A portal uses profiles and content metadata to connect people and groups and help them find experts and teams who may have the knowledge. Single sign on capabilities in portals provide infrastructure and processes that make it easier to access these resources with a single set of credentials. bottom-up. each of which may have their own sets of logon credentials. 18 . • Flexible Deployment Options—Portals architectures and deployments can take one of three approaches. • • • SECURITY No matter what kind of portal you plan to deploy. and security settings that can vary from user to user. there are some security features you should be aware of. SIMPLE. top-down. allowing a member of each to team to customize and manage department or community portal settings can lower overall management costs. customizations. simplifying management. For example. Directory-Based Identity Management—Identity management goes beyond authentication and single sign on to associate users with roles and functions. and what features you desire. Self Management—Many portal management tasks can be delegated to portal users themselves. security should be a central concern.
A secure web portal solution must provide the information security that web portals require for success without compromising performance and flexibility. ACL security can allow some users to edit a document. ABOUT SECURE WEB PORTALS What is a Secure Web Portal? A secure web portal provides strong identification and authentication of users. content element or application interface aggregated in the portal—and what level of access they may have.gov or any web portal must enhance portal performance rather than impede it. each of which have different levels of access. A secure web portal can efficiently manage the entire spectrum of access to meet the various levels of security and trust required by different types of transactions.• Access Control List (ACL) Security—ACL security uses a list of access privileges to determine who may have access to a particular object—portlet. others to view it without making changes. by utilizing the capabilities of PMI. PKI and other authorization structures in an integrated fashion. flexible foundation to portal security. the security solution chosen for FirstGov. This not only keeps management costs down. Rights-Based Security—Rights-based security determines the level of access that a given user has to a given object through a series of roles. For example. ACL security provides a solid. • • 7. it helps your security experts be more effective at their job. authorization for access to appropriate resources. Simple. allowing authors to edit and save documents. an authors role and a readers role might be created for a particular section of the portal. For example. and enables security for information sharing and trusted transactions appropriate to their sensitivity level. The ability to combine both security features and high performance in a secure 19 . While security is obviously critical. centralized security management tools help to keep the portal secure and detect any concerns before they become critical. while preventing still other users from seeing it at all. while only allowing readers to view documents without editing them Managing Security—Security is much easier to implement and monitor if it is easy to manage.
A secure web portal solution integrates PKI-based strong authentication solutions off-the-shelf. PMI and PKI. 1) who the user is. while privacy results from encrypting data so it can’t be read improperly in transit or in storage. Integrated Technology: PMI + PKI A secure web portal uses a combination of technologies. and 3) presenting the user with information appropriate to his/her identity or role. Reducing costs by leveraging the Internet: As the many successful ebusiness and E-Government projects already implemented can attest. Secure web portal solutions are deployed to meet these business requirements: • Providing personalization: Secure web portal solutions provide the ability for companies or government agencies to provide users with customized and personalized treatment through the portal. privacy and verification. based on their relationship to the organization (or role). providing the user with a better quality and richer experience. and enables deployment of smart cards or other devices as needed. Secure web portal solutions allow for different customers or internal users to only see the data they are entitled to see. THE BENEFITS OF A SECURE WEB PORTAL Secure Web Portals are used by many private sector companies to improve customer service and as a tool for competitive differentiation. A digital ID is entirely unique to the user.web portal creates a powerful tool that can enable virtually any e-Government activity and integrate a myriad of new applications. PMI provides identification. PKI provides enhanced identification. 2) confirming they are who they say they are. Leverage existing investments: Companies and governments want the flexibility to easily accommodate changes without negating previous investments. Digital signatures provide data verification (the data has not been altered en route) and an audit trail for transactions. Finally. the Internet can be leveraged to gain unprecedented benefits in cost reduction and efficiency. A secure web portal provides the security framework to add new applications and services quickly and easily and improves “time to market” for new services. a secure web portal also includes extensive security management features that automate procedures and enable large-scale deployments. Governments also realize these benefits. incorporates digital signatures. • • 20 . meaning. authentication and entitlements.
The Gartner Group recommends this approach: agencies “are in the best position to administer roles and access rights for their respective communities and this separation helps restrict access to program. improves customer satisfaction and increases customer loyalty. • • • • 8. CPAD AND VEP CONCEPTS CPAD: 21 . The secure web portal can be “device aware” and vary content and access based on which device a user is utilizing. In a government context. August 2001). A secure web portal. such as handheld PDAs or cell phones. Mitigating risks: Security breaches can be devastating to citizen and customer trust. A secure web portal structure enables this capability. where citizens. can improve satisfaction and trust in government. This feature makes the secure web portal solution highly scalable.• Improving customer satisfaction and providing better service: Greater access to online services.” (“E-Government Architecture: Shared Security Services”. A secure web portal also enables users to log in once and securely access any affiliated web site where appropriate without having to log in to each site. Enhancing flexibility by enabling access through multiple devices: Users can securely access the portal via alternate devices. customers and employees. and empowers data owners (agencies) to determine authorization policy for their own data. This is particularly beneficial in a government environment. businesses and employees can perform transactions securely and easily. combined with a personalized and secure experience. by enabling secure transactions and protecting data.or community-specific client information to those who have legal programmatic responsibility. Increasing efficiency by providing “single sign-on” capabilities across resources and across multiple domains: The capability for a user to log in once and be able to access all appropriate resources and applications. including legacy systems. a secure web portal. builds trust and plays a key role in risk management. Improving security management through delegated administration: One of the major benefits of a secure web portal from an administrative standpoint is the ability to delegate administration. improves usability and acceptance for citizens.
is not obvious or important to a user. Everyone works differently and has different needs and desires. This vision of a portal as a customized. From a user point of view. a vertical university portal should be a single CPAD— a customized. whether Mac. PC. personalized. system design. A portal should be adaptive. and the position of everything on the portal. Better customization makes for a better portal. With a CPAD. personalized. you need to be able to subscribe and unsubscribe to channels and alerts. Users would do e-mail. Every user of a vertical portal should see a different customized initial portal page. adaptive desktop or CPAD is just a bit down the road. set backgrounds. since they initially have access to very little information about you. it can gain access to a great deal of information about you and present you with a customized portal page.Ultimately. Finally. As this information changes. and it is where we should be going. The right tools to do these tasks should appear at the right time. for example. that you create your capital budgets in the spring and do employee performance evaluations in February. UNIX. Not only should the portal give you ready access to all of the information and applications that you commonly use. It should know your schedule and workflow and present you with the right information at the right time. the portal changes the customized portal view that it presents to you. or Linux. fonts. Customization is done by the portal software’s knowledge of an authenticated portal user. add and remove links. the portal will become the computer. adaptive desktop. budgeting. since no two people are exactly alike. The portal’s customization engine that resides on the portal’s application server is responsible for determining each user’s roles. When you authenticate to a vertical portal. responsibilities. the operating system you use. A portal needs to let you personalize the portal pages and needs to both remember and let you undo personal changes that you make to the customized portal. and the information that that person is authorized to access. At the very least. text processing. and all of the work they might need to do via the portal. the portal should be your computer desktop. it should help you add it to the portal or just add it itself. HEPs have little or no customization. Neither is 22 . workflow. It should also sense the way you work and suggest ways to facilitate what you are doing. It should be the application that appears first on your screen and in most cases should replace everything else on your computer desktop. set application parameters. colors. the only thing that would ever appear would be the portal and the things obtained via the portal. And one hopes that they don’t have access to your personal university data. It might know. create and edit profiles. Even the best customization will not be able to give you the perfect portal. it should also give you that access in the way that is best suited to you. Looking at the screen desktop of such a user. If it sees you leaving the portal often to use some remote application. and in dozens of ways make the portal a perfect fit for the way in which you do your everyday work.
A CPAD being accessed from a wireless laptop.the hardware. the channels are arranged newspaper-style in columns. navigation tabs and icons. and position within the portal page can also be personalized. it will definitely contain many links. graphics. VEP: A VEP is a single page with access to all the information and applications a user commonly needs. Web appliance. only the Web pages of the user’s organization.like areas called channels. Although a portal is much more than a dynamic list of links. but filling a channel totally with links turns it into little more than a dynamic bookmark or favorites list. Not all such channels will necessarily appear when the portal is first viewed. One way to do that is with links. A channel can also display application cameos. it must include an advanced search capability. its customization engine subscribes a user to the most appropriate channels. and links. and so forth. or intelligent watch. would be automatically customized to fit that environment. The search should include the ability to search all of the Web. Traversing hypertext links for commonly needed information makes for a poorly designed portal. The contents of a channel can be personalized. the information on the actual portal page the user is viewing. such as stocks. A channel needs to display the actual data or part of the actual application a user needs. the user might enter data into an application text box within the application cameo to 23 . benefits. These tiny data windows within a channel that display small but important parts of critical data are called data cameos. with several channels appearing in each column. Almost all of the links will be contained in channels. which channels do use. search. a user can subscribe and unsubscribe to any channel he or she is authorized to access. She would like the budget channel on her portal to display that amount right on the portal page. Web phone. These are small but important parts of an application. appearance. An application cameo enables a portal user to run a small bit of an application within a portal channel. Because a VEP should be the place for a user to obtain Web information. or only information related to specific channels on the portal. A channel gives a user access to specific information. weather. Most of a portal’s functionality will be contained in small window. directories. When appropriate. Often. In addition. It will contain alerts. When a portal first appears. calendars. not a link to it. palm sized computer. Suppose a department manager needs to track the amount of money left in her capital budget. Channels contain specific information and/or applications. and its size.
In this case. CUSTOMER RELATIONSHIP MANAGEMENT What Is CRM? CRM is both a business strategy and a set of discrete software tools and technologies. this might be seen through the interaction with and between the admissions. a user would just enter the person’s name. In the case of a student. For a faculty or staff member. communication management. service. identifying new opportunities and channels for expansion. and support. which means that a CRM business strategy places the customer at the center of the organization’s universe. CRM takes a very customer-centric view of the entire customer life cycle. Links should be used only when it is impossible or impractical to use cameos. satisfaction. payroll. and housing offices. profitability. For a searching channel. Depending upon the results. marketing. financial aid. a CRM business strategy would optimize interaction with departments administering benefits. there would be no link to a search engine. a common search that many people do is to enter a name to look up a university phone number and e-mail address. and improving customer value. registration. From the perspective of the college or university. student accounts. increasing revenue. 24 . there would be a text box into which a user would type his or her search request. the CRM business strategy provides a clear and complete picture of each individual and all the activities pertaining to the individual. Instead. From the perspective of the customer. they might be displayed within the portal channel or on a new Web page. and the corresponding e-mail address and phone number would appear on the portal page with the search channel. or facilities. For example. a CRM business strategy allows interaction with the college or university from a single entity that has a complete understanding of their unique status. with the goal of reducing costs. Channels can also contain Web cameos that are similar to data and application cameos but have as their source a Web page or Web application. staff training.produce some result. 9. There would also be a number of buttons and switches to select the kind of search needed. and retention CRM software applications embody best practices and employ advanced technologies to help organizations achieve these goals CRM focuses on automating and improving the institutional processes associated with managing customer relationships in the areas of recruitment. information technology (IT).
ACD. CRM solutions that tie directly into ERP systems are particularly powerful because institutions can take customers through a closed-looped set of well defined steps and processes to satisfy their needs. Departments and offices work as separate entities in many colleges and universities today. promoting. The following example addresses a customer calling the telephone company and reaching a customer service representative who knows his or her account and service status immediately upon answering the call. A telephone feature identifies the caller. These technologies are all existing and mature applications and have been integrated to streamline the delivery of service. and then exchanges data with the company’s customer call center software. Whereas CRM applications provide the framework for embodying. enabling the service request to be completed in one call. By providing a common platform for customer communication and interaction. which are designed to process transactions. Automatic call distribution (ACD) software then routes the call to a customer service representative. and operational applications to make organizations more efficient in achieving these goals. In this case.But what are the tangible CRM advantages. Faced with divisional boundaries. and interfaces with such legacy systems as billing. Why Implement a Higher Education CRM Business Strategy? Higher education is in much the same position with CRM as it was in with ERP—just far enough behind the commercial sector to gain from the lessons learned and the maturation of the technology. resources. intelligent scripting. data warehouse. CRM applications are also designed to increase the effectiveness of staff members who interact with customers or prospects. the customer service representative is starting the interaction from a position of knowledge. The CRM business strategy applied in this example allows the customer to call one number for all his or her needs. ERP provides the backbone. The technologies employed include telephony. 25 . cues the caller to enter a billing number. and executing best practices in customerfacing activities. and what do they really mean to the customers? This question is probably easiest answered through an example of how CRM activities are being applied in the service industries in a scenario not far from the actual process of a customer on a higher education campus. CRM solutions aim to eliminate the organizational stovepipes that hamper proactive customer interaction. The use of CRM applications can lead to improved customer responsiveness and a more comprehensive view of the entire “cradle-to-grave” customer life cycle. it is often very difficult for these different institutional functions to focus on their customers in a coordinated fashion. This differs from administrative systems. The customer service representative then uses software designed specifically to answer customer questions.
fax. e-mail. and partners. and requests information on physical 26 . Finally. For example. A prospect receives the e-mail three days before the receipt of the paper letter.Most exciting of all is CRM’s ability to promote and enable e-business. The following example highlights the opportunity to implement a CRM business strategy to support the student during the admissions and recruitment process. phone. all personalized for the individual customer. and provide Web-based services and support. and scholarship search programs. which is the seamless. completes an electronic inquiry card. prospects would be given a personal identification code for access to the university. The Web page is customized. The prospect then activates the hyperlink and is linked to the university’s recruitment Web page. An Example of CRM in Higher Education Emerging CRM processes and technologies will drive the growth of new types of resources and services. CRM can also enable purchase of products or services on-line. An institution would target specific groups. The prospect navigates through the site. such as admissions recruiters or development officers. suppliers. including the Web. CRM applications track and manage interactions and transactions with various customers across multiple channels. such as admissions application procedures and forms. the institution may have an enrollment goal to recruit out-of-state students and minorities and to increase the number of students pursuing health careers. links to the university’s athletic department or music club Web pages are provided. Or if the prospect listed health as an occupational choice. sing data analysis to determine which prospects are most likely to apply and why. Web-based collaboration between an institution and its customers. financial aid information. A personalized mailing campaign would then be launched using both e-mail and traditional mail. or other) would be sent follow-up e-mails. Within each mailing. For institutions with a high degree of personal interaction. CRM can extend these channels to the Web by providing a framework for managing the interactions and transactions. For example. there are standard links provided to all prospective students. there are links to health departments’ Web pages. if the prospect is interested in sports or band. All prospects not responding by any channel (Web. based on interests known from the search data. Marketing and campaign management processes and applications can support both targeted admission recruitment and fundraising. The prospect is requested to enter his or her personal identification code and then is linked to a personalized home page and portal.
as appropriate. • 27 . By providing valuable information and services to customers on line. With our web portal.therapy programs and financial aid. The university then monitors the prospect’s responses and initiates follow-up communications. there is a much greater potential for increased sales and growth. you can quickly make edits to the site without any programming or publishing tools. CONCLUSION • • Web portals and Content Management Systems help improve on customer satisfaction and customer loyalty. 10.
BIBLIOGRAPHY Microsoft Web Enterprise Portal The Portals Buyer’s Guide – Microsoft Business Solutions Web Portal Solution for E-Government – Entrust webopedia.com Wikipedia.org 28 .11.
This action might not be possible to undo. Are you sure you want to continue?
We've moved you to where you read on your other device.
Get the full title to continue listening from where you left off, or restart the preview.