Terms of Reference

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. 

but not limited to: 

1. Academic departments 
2. Administrative staff 
3. UBC IT & Faculty IT Representatives 
4. Faculty representatives 
5. User experience/design 
6. Privacy and compliance 
7. 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. 

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. 

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.

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. 

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.