The purpose of this document is to outline the terms of reference for the Conversational Tools in Higher Education Working Group at UBC. The working group will examine the opportunities and challenges associated with implementing chatbot technology and provide recommendations for its effective deployment across various administrative and academic functions
Objectives
The primary objectives of the working group are as follows:
Identify potential use cases: Explore and identify areas within UBC where chatbots can be effectively utilized to improve efficiency, enhance user experience, and streamline administrative processes.
Assess feasibility and benefits: Evaluate the technical feasibility and potential benefits of implementing chatbots in the identified areas. Consider factors such as cost-effectiveness, user acceptance, integration with existing systems, and scalability.
Analyze user requirements: Conduct interviews, surveys, and other forms of data collection to understand the needs, preferences, and expectations of various user groups, including students, faculty, staff, and other stakeholders. Analyze the collected data to derive insights that inform the features and functionality of the chatbots.
Develop use case proposals: Based on the identified areas and user requirements, develop use case proposals that outline the specific functionalities, features, and benefits that chatbots can offer in each context. These proposals should include a roadmap for implementation and integration with existing systems, if applicable.
Evaluate technical options: Research and evaluate different chatbot platforms, technologies, and vendors available in the market. Consider factors such as natural language processing capabilities, integration capabilities, customization options, security, and scalability. Make recommendations on the most suitable technical options for the identified use cases.
Address ethical and privacy considerations: Investigate and address potential ethical and privacy concerns associated with deploying chatbots in UBC. Develop guidelines and policies to ensure compliance with relevant regulations and safeguard user data and privacy.
Provide recommendations: Based on the findings and analyses conducted, provide clear and actionable recommendations for the implementation and deployment of chatbots within UBC. This includes developing guidelines for chatbot selection and implementation, considering factors such as resource allocation, training requirements, change management, and ongoing support and maintenance.
Composition and Roles
but not limited to:
Academic departments
Administrative staff
UBC IT & Faculty IT Representatives
Faculty representatives
User experience/design
Privacy and compliance
Enterprise Architecture
The CIO shall appoint a chairperson who will be responsible for facilitating meetings, ensuring the progress of the group, and communicating with relevant stakeholders.
Timeline and Deliverables
The working group shall operate from June 2023 through February 2024, unless extended by agreement. The following deliverables should be produced within this timeframe:
Interim report: Provide an interim report to update the CIO on the progress, findings, and any emerging recommendations of the working group.
Final report: Produce a comprehensive final report that summarizes the findings, recommendations, and proposed use cases for chatbots at UBC. The report should include a Framework for the selection, implementation and rollout of conversational tools.
Presentation and dissemination: Deliver a presentation of the final report to the ARB, ITAC and other interested parties. Disseminate the report within UBC to raise awareness and facilitate further discussion and decision-making.
Resources and Support
The working group shall provide regular updates on its progress and findings to the CIO, ensuring open lines of communication and transparency throughout the process. The chairperson shall facilitate communication within the group and act as the primary point of contact for stakeholders and external parties.
Governance
The working group shall operate under the governance and oversight of the ARB and CIO. The ARB shall review and approve the final report and recommendations provided by the working group.
Amendments and Review
These terms of reference may be amended or reviewed as necessary, subject to agreement by the ARB
By adhering to these terms of reference, the working group will be able to effectively explore the use cases for chatbots at UBC, identify suitable opportunities, and provide recommendations for their successful implementation.
ISS U1
– Security Classification of UBC Electronic Information This
standard explains how UBC Electronic Information is classified
using UBC’s four-level Information Security Classification Model.
ISS U3
– Transmission and Sharing of UBC Electronic Information This
document provides standards on how to transmit or share UBC
Electronic Information in a secure manner.
PIA Process The PIA process is used to assess the risk level for
external products and services.
ISS U1
– Security Classification of UBC Electronic Information This
standard explains how UBC Electronic Information is classified
using UBC’s four-level Information Security Classification Model.
ISS U3
– Transmission and Sharing of UBC Electronic Information This
document provides standards on how to transmit or share UBC
Electronic Information in a secure manner.
ISS U5
– Encryption Requirements This document defines standards for
Users to report any suspicious incidents relating to the security
of UBC Electronic Information and Systems.
ISS U9
– Outsourcing and Service Provider Management This standard
explains the information security requirements applicable to all
Service Providers.
ISS M5
– Vulnerability Management This document defines standards
for protecting UBC Systems through vulnerability management.
ISS M7
– Cryptographic Controls This document defines standards for
the implementation and use of encryption technologies within UBC
to maintain the confidentiality and integrity of UBC Electronic
Information.
ISS M8
– Logging and Monitoring of UBC Systems This standard defines
requirements for effective logging and monitoring of UBC Systems
and UBC Electronic Information for security purposes.
ISS M10
– Internet-Facing Systems and Services This document defines
minimum standards to be followed by University IT Support Staff
for the security architecture, protected network protocols,
hardening/patching and monitoring/logging of UBC’s Internet-facing
systems and services to ensure they are adequately protected.
Configure
ISS U2
– Passphrase and Password Protection This document defines
standards for the creation and use of passphrases and passwords to
protect the UBC Electronic Information that Users handle.
ISS U3
– Transmission and Sharing of UBC Electronic Information This
document provides standards on how to transmit or share UBC
Electronic Information in a secure manner.
ISS M2
– User Account Management This document defines standards
that Information Stewards/Owners must comply with when managing
these accounts throughout their lifecycle.
ISS M4
– Securing User Accounts This document defines standards that
University IT Support Staff must comply with when securing these
accounts.
ISS M8
– Logging and Monitoring of UBC Systems This standard defines
requirements for effective logging and monitoring of UBC Systems
and UBC Electronic Information for security purposes.
ISS M10
– Internet-Facing Systems and Services This document defines
minimum standards to be followed by University IT Support Staff
for the security architecture, protected network protocols,
hardening/patching and monitoring/logging of UBC’s Internet-facing
systems and services to ensure they are adequately protected.
Train
In development
Integrate
ISS U3
– Transmission and Sharing of UBC Electronic Information This
document provides standards on how to transmit or share UBC
Electronic Information in a secure manner.
Usage Guardrails
Stage
Standards
Benefits & Risks
In development
User Adoption
In development
Support & Sustainment
ISS U2 – Passphrase and Password Protection This document defines standards for the creation and use of passphrases and passwords to protect the UBC Electronic Information that Users handle.
ISS U4 – Reporting Information Security Incidents This document defines standards for Users to report any suspicious incidents relating to the security of UBC Electronic Information and Systems.
ISS M2 – User Account Management This document defines standards that Information Stewards/Owners must comply with when managing these accounts throughout their lifecycle.
ISS M4 – Securing User Accounts This document defines standards that University IT Support Staff must comply with when securing these accounts.
ISS M5 – Vulnerability Management This document defines standards for protecting UBC Systems through vulnerability management.
ISS M7 – Cryptographic Controls This document defines standards for the implementation and use of encryption technologies within UBC to maintain the confidentiality and integrity of UBC Electronic Information.
ISS M8 – Logging and Monitoring of UBC Systems This standard defines requirements for effective logging and monitoring of UBC Systems and UBC Electronic Information for security purposes.
ISS M10 – Internet-Facing Systems and Services This document defines minimum standards to be followed by University IT Support Staff for the security architecture, protected network protocols, hardening/patching and monitoring/logging of UBC’s Internet-facing systems and services to ensure they are adequately protected.
Performance & Scale
In development
Guidelines & Best Practices
Topic
Best Practices
Legal & Compliance
Comply with laws and regulations related to student data and labor laws, including employee data protection regulations
Data Privacy & Security
Focus on safeguarding student and staff data and ensure compliance with data protection laws
Identify chatbot objectives and value (example: provide 24/7 service, increase service levels to students/employees)
Ethical Use & Transparency
Ensure the tool creates ethical responses and maintains transparency for users regarding chatbot capabilities
User Experience & Design
Ensure the tool creates ethical responses and maintains transparency for users regarding chatbot capabilities
Integration and Technical Standards
Ensure compatibility with student and staff systems and develop guidelines for user verification to ensure accurate and secure interactions
Content & Information Management
Evaluate the challenge of multi-language support, considering contextual information
Determine the extent of “humanlike” characteristics for the chatbot in different languages
Right-size content oversight based on contextual use (course level, program level, institution level)
Establish ownership and verification processes for maintaining content currency
Training & Monitoring
Ensure training and testing involve all end users, including staff faculty and students
Provide specific guidance for chatbot development for researchers/developers and maintain a common learning and development toolkit for staff
Knowledge Management
Maintain an accurate and up-to-date knowledge base to ensure the chatbot provides reliable information
Involve subject matter experts and continuous updates to address the extensive scope of information
Efficiency & Time Saving
Promote reduced time spent on routine inquiries for both learners and staff, emphasizing quicker responses
Highlight the benefit of 24/7 support availability and the chatbot’s role in addressing simple tasks
Enhanced Support Capacity
Stress the chatbot’s capability to free up advisors’ time and promote multilingual support as a key feature
Centralized & Information
Emphasize that the chatbot serves as a single, reliable source of up-to-date information for users
Reputation & Quality
Highlight the risks associated with misadvising and promote a deep understanding of user context
Complexity & Integration
Address the challenge of integrating the chatbot with existing digital systems and platforms, such as Workday or student information systems.
Emphasize the need for a seamless integration process to ensure a user-friendly experience.
Escalation Paths
Define clear escalation paths for advanced questions and establish criteria for when to escalate to human advisors.
Feedback Mechanisms
Implement feedback mechanisms such as user reactions and explicit questions like “Did this answer your question?”
Escalate based on a threshold of negative responses to ensure efficient issue resolution
Assign roles for managing and acting on feedback within the administrative structure
Analytics & Development
Use insights from enhanced data analytics to improve chatbot performance and user experience
Use analytics to inform staff training and development by identifying common user queries
Collect and analyze data to refine the chatbot’s responses and capabilities over time
