Notes Created by Satya Pemmaraju on April 5 2005 Revised by Donna Tortorella on May 4 2005 Suggestions: Implement an introductory flash splash screen Implement

Notes

Created by Satya Pemmaraju on April 5 2005

Revised by Donna Tortorella on May 4 2005

Suggestions:

Implement an introductory flash splash screen

Implement breadcrumbs

Implement a glossary index (link on top nav)

Revised by Fred Law 05/05/05

Revised by Donna Tortorella in response to FL and SME feedback 05/19/05

SME contacts added by Donna Tortorella on 05/24/05 (In Notes section)

Using This Course

Please take a moment to review the following information before beginning FIIS Business Applications Overview.

Pre-requisites: There are no pre-requisites for this course.

Time Estimate: The estimated time to complete this course is 30 minutes.

Assessment: You will be asked to complete a 10-question assessment upon completion of the course material. You must complete the assessment to obtain course completion status.

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Satya: please add this screen in addition to popup navigation

Look for the [ICON] icon and bold black text for additional instructions.

Click the blue underline text to display additional information, including Internet resources.

Place your cursor over the bold yellow text to display additional information.

Click to review these tips during the course.

Use the forward and back arrows to navigate between screens.

Use the to jump to a specific course topic.

Click to print the current screen.

Click to email the current topic’s subject matter expert.

Click [FAVBUTTON] to add a referenced site to your Favorites list.

Click to exit the course.

Navigation & CourseConventions:

Course Introduction

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Welcome to FIIS Business Applications Overview!

To achieve its business objectives, Fidelity Investments Institutional Services (FIIS) requires high quality, innovative, and timely technical solutions. FIIS Technology supports this need through the development, delivery, and maintenance of critical business applications. This course provides an overview of key FIIS Technology applications currently in use.

Upon completion of this course, you will be able to:

List key business applications Identify which FIIS department uses each application Explain how the department uses the application

Course topics are listed on the right. To read a topic description, place your cursor over the topic. To jump to the topic, click on it.

To review all topics in sequence, click the forward arrow.

FIIS Department Overview FIIS Marketing & Applications FIIS Distribution & Applications FIIS Client Services & Applications

Learn about the applications used by Marketing to manage and track campaigns and distribute marketing materials.

Learn about the applications used by Distribution to establish and maintain client relationships.

Learn about the applications used by Client Services to support and service clients and shareholders.

Learn how Marketing, Distribution, and Client Services work together to support FIIS and its clients.

Satya – Mouse over each topic to display description in a box AND make clickable (should probably be blue underline)

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FIIS Department Overview

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FIIS Department Overview

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The following topic provides an overview of FIIS Marketing, Distribution, and Client Services. These three departments interact with and support FIIS clients.

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FIIS Departments

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FIIS consists of eight departments, each of which either provides internal support to FIIS (e.g., Human Resources) or interacts externally with clients. This course focuses on FIIS’ three externally directed departments: Marketing, Distribution, and Client Services. These departments are the core users of FIIS Technology applications. The internally directed departments primarily use Fidelity enterprise applications.

To learn how Marketing, Distribution, and Client Services work together to support clients, click on the image below.

Marketing consists of a number of groups responsible for different marketing functions, Together, these groups acquire and retain high value clients, conduct market analyses for both clients and internal audiences, manage FIIS products and programs, and produce marketing campaigns and collateral.

Distribution (Sales) follows up the marketing effort by distributing FIIS products and programs to clients. Clients include the individual investment professional (IP) as well as financial institutions that sell FIIS products and programs to their clients.

Client Services supports FIIS and its clients by providing transaction processing and record-keeping, as well as relationship management and client support for IPs and institutional clients.

Satya: 3 text boxes display simultaneously when image is clicked.

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Check Your Knowledge: FIIS Departments

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($) Client ServicesCorrect. Client Services uses several FIIS Technology applications, including XTRAC, DART, eDART, TOPS, Millennium, IRIS, OLR, FIISView, and Advisor.Fidelity.com. This course will review each of these applications.

(X) DistributionCorrect. Distribution uses several FIIS Technology applications, including PCM+, ICM+, World Class, and FERMS. This course will review each of these applications.

($) FinanceIncorrect. Finance primarily uses Fidelity enterprise-wide applications.

(X) Human Resources

Incorrect. Human Resources primarily uses Fidelity enterprise-wide applications.

($) MarketingCorrect. Marketing uses MAXX and OMO, two FIIS Technology applications. This course will review each application.

Which of the following FIIS departments are core users of FIIS Technology applications?

Satya: multiple response question – answer-specific feedback is under each answer

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FIIS Marketing


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FIIS Marketing & Applications

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The following topic provides an overview of FIIS Marketing and introduces the business applications that support departmental operations.

Satya: please make sure the Marketing graphic is highlighted

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FIIS Marketing

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FIIS Marketing is responsible for a number of different functions, including conducting and disseminating market research, managing FIIS products and programs, and producing marketing campaigns and collateral to promote FIIS offerings. The two key Marketing applications reviewed in this course pertain to this last function.

To learn more about the production of marketing campaigns and associated collateral, click the FIIS Marketing image below.

Marketing designs, develops, and conducts campaigns to promote FIIS products, programs, and services. The production of a marketing campaign is a complex undertaking that requires project management support. Specialized business applications provide such support.

Marketing campaigns usually consist of multiple activities, including audience identification, collateral (e.g., brochures, emails) development, media ad placement, and event planning. Specialized business applications help staff efficiently manage these activities.

Marketing campaigns distribute promotional collateral and event invitations to a targeted client audience. Specialized business applications help ensure that the correct clients receive the correct information.

Satya: Click on Marketing to show Marketing text and Campaign. Click on Campaign to show the rest. (this is already implemented)

Click the Marketing Campaign image to continue.

Exe 2.2 (new text)

Marketing Applications

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FIIS Marketing uses two business applications to produce marketing campaigns and associated collateral: MAXX and Oracle Marketing Online (OMO). These applications will be described in further depth on the following screens.

MAXX is a workflow tool that facilitates collateral development and event planning. It can also be used to track associated expenditures. Used primarily by the Marketing Communications group, MAXX is a Fidelity-built application based on MS Windows.

OMO is a campaign management tool that consolidates, simplifies, and automates campaign processes. Used primarily by Marketing Communications, OMO is a vendor-built application based on J2EE (JAVA).

Exe 2.3 (redesign)

MAXX

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Marketing uses MAXX to manage the promotional events and collateral that compose a marketing campaign. In MAXX, each event or piece of collateral is managed as a separate project (or ‘job’) with its own milestones and project status. As each milestone is accomplished, Marketing staff manually update the project status. MAXX is scheduled to be replaced in Fall 2005 by an Aprimo Marketing product.

To learn more about how MAXX is used to manage marketing collateral and events, click the FIIS Marketing image below.

Satya – Click on Marketing to show Maxx and Campaign. Click on Maxx to show the rest. (already implemented)

Click the image for a full-size screenshot.

Milestone examples for collateral pieces include:

Design Draft Review Design Approve Design Send out for Printing Calculate Incurred Cost

Satya – Bullet the list

Exe 2.4 (new text)

Click the MAXX image to continue.

Oracle Marketing Online (OMO)

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OMO is a vendor-built application featuring a Web-based front-end and a client information repository. Marketing Communications uses OMO to target campaigns to specific audiences. This includes such tasks as selecting effective campaign activities, matching campaign materials to their audiences, and managing invitations and distribution lists. OMO also links to World Class. This linkage allows Distribution representatives to select invitees and recipients for marketing campaigns and to view marketing interactions tracked in OMO.

To learn more about OMO’s functions, click the FIIS Marketing image below.

Satya - Click on marketing to show graphics. Click on OMO to show text and OMO Screen.


OMO’s critical functions include:

Automating marketing processes Managing client lists for campaigns, meetings, and eventsCapturing marketing-related client interactionsProducing marketing-related reports (e.g., campaign effectiveness, investment professional trends)

Satya: please bullet the list

Exe 2.5 (new text)

Click the OMO image to continue.

Check Your Knowledge: Marketing Applications

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($) Manages collateral development and event planning as projects

Correct. MAXX facilitates collateral development and event planning by managing these activities as projects.

(X) Produces reports on campaign effectiveness and audience trends.

Incorrect. OMO, not MAXX, produces reports on campaign effectiveness and audience trends.

($) Is a Fidelity-built application

Correct. MAXX is a Fidelity-built application, while OMO is a vendor-built application.

(X) Is based on J2EE (JAVA)

Incorrect. MAXX is based on MS Windows. OMO is based on J2EE.

Which of the following characteristics accurately describe MAXX?


Exe 2.6 (redesign)

FIIS Distribution


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FIIS Distribution & Applications

The following topic provides an overview of FIIS Distribution and introduces the business applications that support departmental operations.

Satya: please make sure the Distribution graphic is highlighted

Distribution Groups

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Once a promotion is sent to the IPs and Institutional Clients, Distribution begins its role of selling the product or service. Distribution is comprised of the Advisor Distribution Group (ADG) and the Institutional Distribution Group (IDG).

Satya: replace with new screen - please see next screen for a redesign

ADG provides sales and relationship management support to Advisor Broker/Dealer Clients and prospects.

IDG is responsible for the development and management of relationships with senior management, home office contacts, and various decision makers at Intermediary Firms that sell FIIS products and programs to their clients.

Exe 3.2 (redesign)

FIIS Distribution

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FIIS Distribution is the FIIS sales force. When a marketing campaign rolls out, Distribution begins its role of selling the product, program, or service. Distribution is composed of two groups: the Advisor Distribution Group (ADG) and the Institutional Distribution Group (IDG). These groups are in turn composed of Inside Sales and Field Sales.

ADG provides sales and relationship management support to investment professional clients (i.e., wirehouse and regional brokerages; financial intermediaries and planners).

IDG develops and manages relationships with financial institutional clients (i.e., insurance wholesalers; bank business units; cash business units) who sell FIIS products to their clients.

ADG Inside Sales and Field Sales work together to distribute to investment professionals affiliated with investment institutions.

IDG Inside Sales and Field Sales work together to support the sales efforts of investment professionals affiliated with financial institutional clients. IDG Inside Sales also establishes and maintains relationships with the client firm’s management.

Satya: when ADG/IDG link is clicked, ADG and IDG boxes and arrows pop up. When Field/Inside link is clicked, Field/Inside box/arrows popup.

New 3.2

Inside Sales & Field Sales

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Inside Sales and Field Sales work together to support the intermediary client. The intermediary client may be an investment or financial institution. In the former case, support is provided by ADG Inside and Field Sales. In the latter case, it is provided by IDG Inside and Field Sales.

To learn more about Inside Sales and Field Sales, click the corresponding images below.

FIIS Inside Sales Characteristics

Services inbound calls from clientsMakes outbound calls to clients Educates clients on FIIS products, programs, and services Partners with Field Sales to distribute FIIS offerings to clientsWorks out of the Smithfield, RI campus

FIIS Field Sales Characteristics

Acts as face-to-face point of contact for clients in their territory Partners with Inside Sales to distribute FIIS offerings to clientsMaintains a physical presence in their territory

Satya: when Inside Sales is clicked, corresponding box pops up. When Field Sales clicked, corresponding box pops up. Please bullet box entries.

Exe 3.3 (add func)

Inside Sales VS Field Sales

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Advisor and Institutional Distribution Groups both have a Inside Sales and Field Sales force.

Roles of FIIS Inside Sales:

Service inbound calls from IPs and Institutional Clients Make outbound calls to IPs and Institutional Clients Educate IPs and Institutional Clients about FIIS' products and programs Partners with Field SalesWork at the Smithfield, RI campus

Roles of FIIS Field Sales:

Act as face-to-face point of contact for intermediaries in their territory Partner with Inside Sales to distribute FIIS' products and programs to IPs and Institutional Clients Maintain a physical presence in

their territory

Satya: delete this slide

Exe 3.4 (delete)

Distribution Applications

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Inside Sales and Field Sales within both ADG and IDG use three business applications that support their sales efforts. A fourth application is used by FIIS Risk Management and Compliance to monitor Inside Sales and Field Sales correspondence for regulatory purposes. Described briefly below, these applications will be covered in greater depth on the following screens.

World Class is a customer relationship management (CRM) tool that maintains client contact data. Used primarily by Inside Sales, World Class is a FIIS-built desktop application based on MS.NET. World Class has a real time connection to the FSA database.

Integrated Contact Management (ICM+) is a CRM tool that allows Field Sales to access World Class data from their laptops. ICM+ is a FIIS-built application based on MS.NET. It accesses the FSA Prime database.

Pocket Contact Manager (PCM+) is a CRM tool that allows Field Sales to access World Class data from their handheld devices. PCM+ is a FIIS-built application based on MS.NET. Like ICM+, it accesses the FSA Prime database.

Fidelity E-Mail Response System (FERMS) is a correspondence review tool used by FIIS Risk Management and Compliance to monitor client correspondence from Inside Sales and Field Sales. FERMS is a Fidelity-built application based on MS.NET.

Exe 3.5 (redesign)

Pocket Contact Manager (PCM +)

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Field Sales uses PCM+ to:

Review and record client interactions Access client profilesAccess Investment Professional Fact SheetsSend and receive email

Field Sales representatives use PCM+ to remotely manage client calls from their Samsung I700 handheld devices. Like ICM+, PCM+ operates in both online and offline modes. In online mode, it connects directly to the FSA Prime database, a copy of the FSA database used primarily for reporting purposes. In offline mode, it accesses a local copy of FSA Prime obtained through Intellisync, a data synchronization application. Intellisync synchronizes PCM+ and FSA Prime on a daily basis via a Verizon Wireless cellular connection, thereby providing Field Sales with immediate access to current data while in the field.

To learn more about PCM+, click the PCM+ image below.


Satya: move this slide so that it follows slides on World Class and ICM. Also bullet the entries in box below.

Exe 3.6 (new text) & RESEQUENCE

Integrated Contact Manager (ICM+)

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ICM+ is Field Sales’ primary source for client data. This laptop application can deliver highly detailed information in both online and offline modes. In online mode, ICM+ connects directly to the FSA Prime database, a copy of the FSA database used primarily for reporting purposes. In offline mode, it accesses a local copy of FSA Prime obtained through Intellisync, a data synchronization application. To ensure access to the most current data, Field Sales representatives will synchronize ICM+ and FSA Prime via Intellisync on a weekly basis. Field Sales’ typically uses ICM+ for territory and client analyses before conducting field visits.

To learn more about ICM+, click the ICM+ image below.

Field Sales uses ICM+ to:

Access detailed client profilesReview and record call reports for client interactions Perform client analysesPerform territory analysesAccess Investment Professional Fact SheetsPlan sales calls


Satya: move this slide so that it follows slide on World Class and precedes slide on PCM. Also bullet the entries in box below.


World Class

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World Class is Distribution’s main source for client information. Its real time connection to the FSA database – FIIS’ source of record for client and marketing data – ensures that World Class delivers the most timely and comprehensive information. Because it is a desktop application, however, World Class is used primarily by Inside Sales to both retrieve and record client data. It is also used by Client Services to service client accounts.

To learn more about World Class, click the World Class image below.

Inside Sales uses World Class to:

Create and execute custom territory analyses to promote territory growthView client information, including sales and profile dataRecord client interactionsSchedule client appointments for Field SalesRequest and send literature, sales proposals, and hypotheticals to clientsAdd, edit, or merge client information in the FSA Prime database

Satya – move this slide so that it follows the application overview and precedes both ICM and PCM; also bullet the box entries below and remove Field sales image



FSA Prime Database Synchronization

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The FSA database is the source of record for client and marketing information. This database is updated in real time through World Class. It receives new ICM+ and PCM+ data when Field Sales representatives synchronize these applications to the FSA Prime database. FSA Prime is a copy of the FSA database used for reporting and failover purposes.

Click on each application image below to learn more.

Field Sales representatives can synchronize PCM+ with FSA Prime on a daily basis. Synchronization occurs through Intellisync via a cellular connection.

At least once a week, Field Sales representatives use a high-speed Internet connection to synchronize ICM+ with the FSA Prime database. This synchronization also occurs through Intellisync

World Class has a real time connection to the FSA database. Data is updated instantly.

FSA Prime

Intellisync

Satya: add FSA Prime (same shape as FSA); when PCM is clicked, place bolt between PCM and FSA Prime, and between PSA Prime and FSA; when ICM is clicked, place bolt between ICM and FSA Prime, and between FSA Prime and FSA; when WC is clicked, just a bolt between WC and FSA. Also – possible to add in a box for Intellisync? It would go between FSA Prime and ICM/PCM

Fidelity E-Mail Response Management System (FERMS)

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Communication in the financial services industry is regulated by NASD and SEC. To ensure that FIIS is compliant with NASD and SEC rules and regulations, FIIS Risk Management and Compliance routinely monitors Inside Sales’ and Field Sales’ client correspondence. Because Distribution representatives often communicate with clients via email, Fidelity developed FERMS to facilitate email monitoring.

Click on the FERMS image below to learn more.

Satya – NASD and SEC are pop ups. Click on FERMS to display the text boxes. Bullets on the left side text box below.

Two Way arrow

Risk Management and Compliance uses FERMS to:

Capture inbound and outbound Distribution email correspondenceDetermine whether communication is in compliance with SEC and NASD standardsGenerate reports to analyze and monitor the email review process

Risk Management provides feedback to Distribution management on the communication behavior of Inside Sales and Field Sales representatives, including the identification of representatives who are not in compliance with industry standards.

Exe 3.10 (new text)

Check Your Knowledge 1: Distribution Applications

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PCM +

World Class

ICM +

correspondence review application used to monitor Distribution correspondence

handheld application used by Field Sales to access basic client information

desktop application used by Inside Sales to access and maintain client information

laptop application used by Field Sales to access detailed client and territory information

FERMS

Exe 3.11 (new text)

Check Your Knowledge 2: Distribution Applications

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($) World ClassCorrect. World Class is a desktop application used primarily by Inside Sales. It has a real time connection to the FSA Prime database and is the Distribution’s main source for client information. It is also used by Client Services to service client accounts.

Which of the following applications has a real time connection to the FSA Prime database?Multiple choice question

(X) ICM+Incorrect. ICM+ is a laptop application used primarily by Field Sales. It does not have a real time connection to the FSA Prime database but can be used to obtain detailed client data via a high-speed Internet connection. Field sales representatives synchronize ICM+ to the FSA Prime database on a weekly basis.

(X) PCM+Incorrect. PCM+ is a handheld application used primarily by Field Sales. It does not have a real time connection to the FSA Prime database but can be used to obtain basic client data when an Internet connection is not available. Field sales representatives use ICM+ to synchronize PCM+ to the FSA Prime database.

New screen

Client Services


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FIIS Client Services & Applications

The following topic provides an overview of FIIS Client Services and introduces the business applications that support departmental operations.

Satya: please make sure the Client Services graphic is highlighted

FIIS Client Services

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Client Services consists of five groups: Financial Advisor and Shareholder Services, Business Development, Operations Services, Regulatory Policy Development, and Integrated Client Solutions. The first group, Financial Advisor and Shareholder Services, is directly responsible for servicing client accounts. The next several screens will focus on the two teams that compose Financial Advisor and Shareholder Services – Transaction Processing and the Call Center – and the business applications that enable these teams to support clients and shareholders.

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Transaction Processing & The Call Center

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Transaction Processing and the Call Center work together to support clients and shareholders. Each team has specific responsibilities in regard to trade processing, account maintenance, and general client and shareholder support.

To learn more about the specific responsibilities of each team, click on the Client Services image below.

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Exe 4.3

The Call Center’s responsibilities include:

providing customer service to clients and shareholders by responding to inbound calls performing trade execution acting as a client advocate throughout the Fidelity organization

Transaction Processing ’s responsibilities include:

establishing new accounts and maintaining existing accounts completing trade requests that are mailed by clients or shareholders. ensuring that Distribution representatives are associated with the correct clients maintaining the database that links clients to their back offices and to shareholders.

Check Your Knowledge 1: Client Services

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($) completes trade requests that are mailed by clients and shareholders

Correct. Transaction Processing is responsible for processing trade requests that are mailed in by clients and shareholders. The Call Center processes trades that are called in.

(X) provides client and shareholder support by responding to inbound calls

Incorrect. The Call Center is responsible for responding to inbound calls, not Transaction Processing.

($) Ensures that Distribution representatives are associated with the correct clients

Correct. Transaction Processing is responsible for ensuring that Inside and Field Sales representatives are associated with the correct clients in FIIS’ databases.

Transaction Processing performs which of the following activities?


New screen

Client Services Applications

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Client Services uses several business applications to service clients and shareholders. Collectively, these applications allow Transaction Processing and the Call Center to:

Document and organize transaction requests and other work items to achieve efficiency and accuracy Process transaction requests on behalf of clients and shareholders Maintain client profiles and reconcile profiles against transactions Obtain information on FIIS policies, procedures, and systems

Place your cursor over each application below to read a brief description. Each application is reviewed in greater depth on the following screens.

Exe 4.4 (redesign)

XTRAC

DART

eDART

TOPS

Millennium

FIISView

IRIS

OLR

Advisor.Fidelity.com

Satya: when app names rolled over, text displays here – see next slide for text

Direct Access Reporting and Trading (DART) is the transfer agent application for processing and recording monetary and non-monetary transactions. DART is a FIIS-customized, vendor-built application based on Mainframe MVS.

Transmission Order Processing System (TOPS) is a transactional application for transmitting incoming NSCC trades to DART. TOPS is a FIIS-built application based on Mainframe MVS.

FIISView is GUI application that provides Client Services with streamlined, single portal access to multiple applications. FIISView is a FIIS-built application based on MS.NET.

Millennium is an account inquiry application for logging and tracking client interactions and transactions. Millennium is a FIIS-built application based on MS Windows.

eDART is a Web-based application for establishing new customer accounts. It is a FIIS-built application based on J2EE(JAVA).

Cross-Channel, Cross-Business, Tracking, Routing, and Control (XTRAC) is a document imaging and workflow application. It is a Fidelity-built application based on MS Windows.

Integrated Relationship Information System (IRIS) is transaction processing application for tracking and reconciling sales information for compensation purposes. It is a Fidelity-built application based on MS Windows.

OnLine Reference (OLR) is a primary source for FIIS-related information. It is a Fidelity-built site based on MS Windows.

Advisor.Fidelity.com (previously known as AdvisorXpress) is a secure Fidelity Web site that provides detailed account, product, and pricing information as well as account administration and trading capabilities to Fidelity Advisor clients. It is a FIIS built site based on J2EE(JAVA).

Client Services Applications

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IRIS (Integrated Relationship Information System) is used to maintain IP and Intermediary Client information in the FSA database and to reconcile accounts and trades from various transfer agency systems (including DART) to the appropriate Intermediary Clients and IPs. It is a Fidelity built application based on MS Windows DNA.

OLR (OnLine Reference) is a web based reference site that contains FIIS’ policies and procedures. It is a Fidelity built site based on MS Windows DNA.

FIISVIEW is an application currently being developed to decrease the number of applications used to service an account. FIISView is FIIS built based on MS.NET.

Advisor.Fidelity.com (previously known as AdvisorXpress) is a secure Fidelity Web site that provides detailed account, product, and pricing information as well as account administration and trading capabilities for Fidelity Advisor clients. It is a FIIS built site based on J2EE(JAVA).

Satya: delete screen

Exe 4.5 (delete)

XTRAC

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Cross-Channel, Cross-Business, Tracking, Routing, and Control (XTRAC) is FIIS’ imaging and workflow system. This system is used to document incoming, paper-based transactions, route transaction requests for processing, and maintain histories of completed requests for client support and auditing purposes. XTRAC and DART have an inter-application correspondence function to facilitate transaction processing.

To learn how Client Services uses XTRAC, click on the XTRAC image below.

Satya – Click on XTRAC to show all

1) Inbound mail requests are sorted, time-stamped, scanned into XTRAC by Fidelity Wide Processing.

2) XTRAC distributes the requests as

work items to Transaction Processing.

3) Transaction Processing completes the work item using the appropriate application.

4) Completed items are stored in XTRAC.

5) The Call Center uses XTRAC to review completed work items.

Exe 4.6 (new text)


Direct Access Reporting & Trading (DART)

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Client Services uses DART to maintain shareholder account information and process monetary and non-monetary account transactions on behalf of the transfer agent, Fidelity Institutional Investments Operational Company (FIIOC). Both Transaction Processing and the Call Center use DART to maintain records and process transactions.

The Call Center receives calls from clients and shareholders. Representatives process transactions as requested.

Transaction Processing receives work items through the XTRAC application. Transaction Processing processes the request.

DART contains:

client and shareholder profilesfund information account histories and tradespending transactions

To learn more about how Client Services uses DART, click the Client Services image below.

To learn more about DART, click the DART image.


Satya: clicking order stays the same (click CS image for 1st box, click DART for 2nd, click screen for full); please bullet 2nd box entries (DART contains)

Exe 4.7 (new text)

eDART

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In the past, Client Services used DART to establish new accounts upon receiving applications from clients and shareholders. eDART improves upon DART for this function by reducing the number of screens, fields, and keystrokes needed to process a new account, thereby decreasing the chance of data entry errors. Transaction Processing is the primary eDART user.

Clients and shareholders mail new account applications to FIIS. These applications are entered into XTRAC as work items by Fidelity Wide Processing.

To learn more about how Transaction Processing uses eDART, click the Transaction Processing image below.

To learn more about eDART, click the eDART image.


Satya: clicking order stays the same (click TP image for 1st box, click eDART for 2nd, click screen for full)

Exe 4.8 (new text)

Transaction Processing views the XTRAC work item through eDART. After reviewing the scanned image of the new application linked to the work item, Transaction Processing enters the application data into eDART. eDART then sends the new account to DART, the mainframe system.

Transmission Order Processing System (TOPS)

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TOPS is Fidelity’s front-end and editing interface to the Depository Trust and Clearing Corporation (DTCC). The TOPS application translates and edits incoming National Securities Clearing Corporation (NSCC) trades and then releases them to DART for transaction processing. Within Fidelity, FIIS is the primary user of TOPS.

Some FIIS clients use services offered by NSCC to submit transaction requests. These requests are received by FIIS through the TOPS application.

TOPS checks the requests for errors and places them in an acceptable format for release to DART. At FIIS, most requests that initiate through NSCC are processed automatically.

Satya – CHANGE IN FUNC. - Clicking on TOPS shows the first text box; clicking DART shows the middle box and the screen.

To learn more about how TOPS works, click the TOPS image below.

To learn how TOPS and DART work together, click the DART image.


Exe 4.9 (new text/change in func)

Check Your Knowledge 2: Client Services Applications

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Satya: matching

New screen

XTRAC

eDART

DART

Translates, edits, and then releases incoming NSCC trades to the transfer agent

documents incoming, paper-based transactions, routes transaction requests for processing, and maintains histories of completed requests for customer support and auditing purposes

establishes new accounts while reducing the chance of data entry errors

maintains shareholder account information and processes monetary and non-monetary account transactions on behalf of the transfer agent

TOPS

Millennium

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Millennium is a client-server based application used by the Call Center to log incoming calls, query and view account information, and process trades. Millennium also has an inter-application correspondence function with both XTRAC and DART to facilitate workflow and the transmission of data to the transfer agent system.

To learn more about Millennium, click the Millennium image below

Millennium tools include:NavigatorAccount Detail ViewerTraderDividend CalculatorDilution CalculatorAs of Balance Calculator

Exe 4.10 (new text)


Satya – Clicking on Mill shows box and screenshot; please bullet box entries

Integrated Relationship Information System (IRIS)

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Transaction Processing uses IRIS to:Maintain account information, including IP, organization, and branch-level data.Consolidate duplicate entries at each level.Validate changes to client data entered via World Class. Reconcile trades to the correct IP, organization, or branch.Adjust specific client financials.

Transaction Processing receives requests from Distribution and other Client Services groups to update or reconcile client information through IRIS.

Satya – Clicking on TP brings TP text and IRIS. Clicking on IRIS shows IRIS text and screen. Add bullets to IRIS text.

To learn how Transaction Processing uses IRIS, click the Transaction Processing image below.

To learn more about IRIS, click the IRIS image.


Exe 4.11 (new text)

IRIS is a transaction processing application that reconciles trades from DART that cannot be matched to an investment professional, organization, or branch. Transaction Processing is the main user of the application.

OnLine Reference (OLR)

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OLR is the primary reference source for Client Services associates. This Web-based application contains comprehensive information on FIIS policies, procedures, products, and systems.

OLR features include:An expandable table of contentsAn alphabetical indexA search functionA rolodex of departmental phone numbersA glossary of industry and organizational terms

OLR is technically a job aid, but associates can also use it as a learning tool to increase their familiarity with FIIS policies, procedures, products, and systems.

Satya – Click on OLR to show rest of the text and screen. Add bullets to text below.

To learn more about OLR, click the OLR image below.


Exe 4.12 (new text)

FIISView

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Organizations within FIIS from Client Services to Distribution use a multitude of internally developed applications to perform their job functions. To streamline the process of accessing and updating information, FIIS has developed a GUI application called FIISView that provides access to multiple FIIS applications through a single portal or desktop.

Include FIISView Animation

FIISView enablse FIIS associates to: View a client’s entire book of business

Understand and assess a client's needsRespond to client needs in a uniform and efficient manner

Exe 4.13 (new text)

Satya –Add bullets to text below.


Page Number

FIIS clients can: review their book of business initiate account transactions review promotional campaigns order literature utilize site resources (e.g., prospecting, sales, and professional development tools)

Advisor.Fidelity.com is additional service channel for both clients and shareholders. This Web-based application offers 24-hour access to account information and specialized services.

To learn about services available to clients and shareholders, click the Advisor.Fidelity.com image below. Satya – Click on advisor.fidelity to show text box and screen. Add bullets to the text on left.

Exe 4.14 (new text)

FIIS shareholders can: review their accounts place trades perform profile updates utilize site resources (e.g., pricing data, performance literature)


Check Your Knowledge 3: Client Services Applications

Page Number

Satya: formerly the Client Services exercise – change to Check Your Knowledge - matching

Exe 4.15 (redesign)

Millennium

FIISView

IRIS

provides information on FIIS policies, procedures, products, and systems.

tracks incoming calls, processes monetary and non-monetary transactions, and retrieves account information

combines the functionality of several of applications, enabling associates to provide service more efficiently

reconciles DART trades to the correct IP, organization, or branch

OLR


allows clients and shareholders to view account information

Course Summary


Page Numbern/a

Course Summary

Page Number

Satya: formerly the department overview graphic - redesign

Exe 5.1 (redesign)

Congratulations! You have completed FIIS Business Applications Overview!

To achieve its business objectives, Fidelity Investments Institutional Services (FIIS) requires high quality, innovative, and timely technical solutions. FIIS Technology supports this need through the development, delivery, and maintenance of critical business applications. This course has provided you with an overview of key FIIS Technology applications currently in use.

You should now be able to:

List key business applications Identify which FIIS department uses each application Explain how the department uses the application

To advance to the Assessment, click the forward arrow.

Assessment Introduction

Page Number

You will now have an opportunity to gauge your understanding of the course content. The following 10-question assessment will evaluate your knowledge of course concepts. After you have completed the assessment, you will receive a score that reflects your knowledge level.

Click the forward arrow to begin.

Good Luck!

Exe 5.2 (new text)

Satya: formerly the Course Conclusion – make an Assmt Intro using standard text – see above

Split assmt q’s – Q1

FIIS Marketing uses which of the following applications to identify effective marketing campaign activities, match campaign materials to their audiences, and manage invitations and distribution lists?

(X) FIISView

(X) MAXX

(X) Integrated Contact Manager (ICM+)

($) Oracle Marketing Online (OMO)

Question 1 of 10


Field Sales is the primary user of which of the following applications?

(X) World Class

($) Pocket Contact Manager (PCM+)

($) Integrated Contact Manager (ICM+)

(X) Direct Access Reporting & Trading (DART)

Question 2 of 10


In which of the following ways are Pocket Contact Manager (PCM+) and Integrated Contact Manager (ICM+) similar?

($) They directly access FSA Prime when operating in online mode.($) They access a local copy of FSA Prime when operating in offline mode. (X) They use cellular connections to synchronize data.($) They can be used to record client interactions.

Question 3 of 10


The Call Center uses XTRAC to process trades and update account information.

(X) True($) False

Question 4 of 10


Which of the following applications maintains shareholder account information and processes monetary and non-monetary account transactions on behalf of the transfer agent (i.e., Fidelity Institutional Investments Operational Company)?

(X) Millennium(X) Integrated Relationship Information System (IRIS) ($) Direct Access Reporting & Trading (DART)(X) Transmission Order Processing System (TOPS)

Question 5 of 10


Which of the following statements regarding eDART are TRUE?

($) It is used to establish new accounts.(X) It is used primarily by Distribution.($) It improves upon DART by decreasing the occurrence of entry errors.(X) It improves upon DART by automating incoming NSCC trades.

Question 6 of 10


Which of the following applications is used by the Call Center to log incoming calls, process monetary and non-monetary transactions, and view account information?

($) Millennium(X) XTRAC(X) MAXX(X) Integrated Relationship Information System (IRIS) (X) Transmission Order Processing System (TOPS)

Question 7 of 10


The Transmission Order Processing System (TOPS) translates incoming NSCC (National Securities Clearing Corporation) trades for submission to the transfer agent system.

($) True(X) False

Question 8 of 10


Which of the following applications is used by Transaction Processing to reconcile DART trades to the correct IP, organization, or branch?

(X) eDART(X) MAXX(X) World Class($) Integrated Relationship Information System (IRIS)(X) Integrated Contact Manager (ICM+)

Question 9 of 10


Which of the following applications is used by clients and shareholders to access account information?

(X) FIISView(X) OnLine Reference($) Advisor.Fidelity.com(X) Intellisync

Question 10 of 10

Assessment Summary

Page Number6.1

Your assessment score is: [80 – 100]%

Good job! Your score indicates a strong understanding of the course content.

To review your performance on individual questions, click Question Response Feedback. This printable report will also indicate the course topic that corresponds to each assessment question. If you have answered a question incorrectly, you may want to review the corresponding topic to further your knowledge. To do so, click Course Map on the upper navigation bar, and then click the topic you want to access.

You can also find detailed information on the FIIS departments using the link below: FIISNet http://fnw.fmr.com/fiisnet/departments/index.html

Additional ResourcesOLR http://fiisolr.fmr.com/olrsite/fiisgen/index.htmAdvisor.Fidelity.com https://advisor.fidelity.com/

Thank you for completing FIIS Business Applications Overview!

Assessment Summary

Page Number6.1

Your assessment score is: [0 – 70]%

Your score indicates that you are unsure of some of the course content. To find out which questions you answered incorrectly, click Question Response Feedback This printable report will also indicate the course topic you should review to improve your performance on individual questions, as well as your overall knowledge and skill level.

To review a topic, click Course Map on the upper navigation bar, and then click the topic you want to access. If you wish to retake this assessment after your review, click Assessment on the Course Map.

You can also find detailed information on the FIIS departments using the link below: FIISNet http://fnw.fmr.com/fiisnet/departments/index.html

Additional ResourcesOLR http://fiisolr.fmr.com/olrsite/fiisgen/index.htmAdvisor.Fidelity.com https://advisor.fidelity.com/

Thank you for completing FIIS Business Applications Overview!

Navigation Help

Page Number7.1

Look for the mouse icon [ICON] and bold black text for additional instructions.

Click the blue underline text to display additional information, including Internet resources.

Place your cursor over the bold yellow text to display additional information.

Use the forward and back arrows to navigate between screens.

Use the to jump to a specific course topic.

Click to print the current screen.

Click to email the current topic’s subject matter expert.

Click [FAVBUTTON] to add a referenced site to your Favorites list.

Click to exit the course.

Course Map

Page Number7.2

Using This CourseUsing This Course

Course IntroductionCourse Introduction

FIIS Department OverviewFIIS Department OverviewFIIS DepartmentsCheck Your Knowledge: FIIS Department Overview

FIIS Marketing & Application SupportFIIS Marketing & Application SupportFIIS MarketingMarketing ApplicationsMAXXOracle Marketing Online (OMO)Check Your Knowledge: Marketing Applications

FIIS Distribution & Application SupportFIIS Distribution & Application SupportFIIS Distribution Inside Sales & Field SalesDistribution ApplicationsWorld ClassIntegrated Contact Manager (ICM+)Pocket Contact Manager (PCM+)FSA Prime Database SynchronizationFidelity Email Response Management System (FERMS)Check Your Knowledge 1: Distribution ApplicationsCheck Your Knowledge 2: Distribution Applications

FIIS Client Services & Application SupportFIIS Client Services & Application SupportFIIS Client ServicesTransaction Processing & The Call CenterCheck Your Knowledge 1: Client ServicesClient Services ApplicationsXTRACDirect Access Reporting & Trading (DART)eDARTTransaction Order Processing System (TOPS)Check Your Knowledge 2: Client Services ApplicationsMillenniumIntegrated Relationship Information SystemOnLine Reference (OLR)FIISViewAdvisor.Fidelity.comCheck Your Knowledge 3: Client Services Applications

Course SummaryCourse Summary

AssessmentAssessment

POPUP DEFINITIONS/TEXT

Marketing Communications (Marcom) provides planning, strategy development and execution for all marketing communications and meetings and events. Teams within Marcom include Account Management, Associate Communications, Creative Development, Electronic Marketing, Meetings & Events, and Operations.

A wirehouse is a national or international firm whose branch offices are linked by a communications system that allows rapid dissemination of prices, information, and research related to financial markets and individual securities. Today, the term “wirehouse” refers to the biggest brokerage houses (e.g. Merrill Lynch, Prudential Securities).

Regional brokerages are full-service intermediaries whose data access is similar to that of wirehouses, but that are smaller in size (i.e., the next 50 largest full-service firms are considered regional brokerages

Financial intermediaries and planners include banks and insurance agencies that offer investment services to their clients in addition to their traditional products and programs. This category also includes firms that provide securities transaction services to independent investment professionals.

Insurance wholesalers provide specialized insurance products to retail insurance agents and brokers.

Bank business units, formerly known as bank trusts, are responsible for the administration and management of assets for the benefit of others. The bank acts in fiduciary capacity for personal, institutional, employee benefit, and corporate trust investment portfolios.

Cash business units (CBU) distribute money market funds to cash management professionals. Cash business units distribute directly through cash managers at corporations and through intermediaries that sell funds to cash management professionals.

Risk Management and Compliance protects the professional reputation of FIIS and the safety and security of FIIS Associates and by managing risk and ensuring regulatory and institutional compliance.

FSA (FIIS Subject Area) is the normalized, online transaction processing database that supports sales and marketing functions for FIIS. It receives batch feeds from transfer agent systems providing trade, dividend, and pricing information. FSA is considered the source of record for client and marketing information. Retirement plans, schedules, partners, and associated record-keeper data are also stored in FSA.

FSA (FIIS Subject Area) Prime is a copy of the FSA database used primarily for reporting purposes. Also known as FSA‘, this database can also be used for failover of FSA.

World Class is a customer relationship management (CRM) tool that maintains client contact data. Used primarily by Inside Sales, World Class is a FIIS-built desktop application based on MS.NET. World Class has a real time connection to the FSA/FSA Prime database.

Integrated Contact Management (ICM+) is a CRM tool that allows Field Sales to access World Class data from their laptops. ICM+ is a FIIS-built application based on MS.NET. It accesses a local copy of the FSA/FSA Prime database.

Pocket Contact Manager (PCM+) is a CRM tool that allows Field Sales to access World Class data from their handheld devices. PCM+ is a FIIS-built application based on MS.NET. It accesses a local copy of the FSA/FSA Prime database.

Client Services supports FIIS by providing transaction processing and record-keeping for the transfer agent, Fidelity Investments Institutional Operations Company, Inc. (FIIOC), as well as intermediary support and relationship management for FIIS clients. The division consists of Financial Advisor and Shareholder Services, Business Development, Operations Services, Regulatory Policy Development, and Home Office and Specialized Services.

The National Association of Securities Dealers (NASD) is a self-regulatory organization for the over-the-counter market. The organization is responsible for reviewing all fund advertising.

Securities and Exchange Commission (SEC) is a federal agency created to promote full public disclosure and to protect the investing public against fraud in the securities markets. The SEC is responsible for reviewing all prospectuses.

Financial Advisor and Shareholder Services is directly responsible for servicing client and shareholder accounts. Financial Advisor and Shareholder Services is composed of Transaction Processing and the Call Center.

Business Development provides business analysis, project management, and technical support to Client Services. Business Development is composed of the Business Development Team and Requirements & Testing (Technical Services).

Operations Services provides operational support to Client Services. Teams within this group include Learning & Development; Reporting & Analysis; Tax, Control & Policy; and Outbound Services (e.g., outbound statements and forms, compensation, communication)

Regulatory Policy Development manages regulatory compliance for Client Services.

Integrated Client Solutions is responsible for: managing the problem resolution process in response to client feedback; providing support to client home offices; developing and strengthening relationships with the leadership of strategic client organizations; managing wire-related trade activity; and supporting the operational needs of client home offices with centralized support for automated transactions. Integrated Client Solutions consists of the following teams: Client Resolution Unit, Home Office Support Team, Relationship Management, Settlement Services Group, and Automated Client Services

A transfer agent is a corporation responsible for recording the names and holdings of registered security owners, seeing that certificates are signed by the appropriate corporate officers, affixing the corporate seal, and delivering securities to the new owners.

National Securities Clearing Corporation (NSCC) is the nation's largest provider of centralized clearance, settlement, and information services to the financial services industry.

Direct Access Reporting and Trading (DART) is the transfer agent application for processing and recording monetary and non-monetary transactions. DART is a FIIS-customized, vendor-built application based on Mainframe MVS.

An appropriate application for work item processing might be DART, eDART, or Millennium, for example.

The Depository Trust & Clearing Corporation (DTCC) provides, through its subsidiaries, clearance, settlement and information services for equities, corporate and municipal bonds, government and mortgage-backed securities and over-the-counter credit derivatives. The National Securities Clearing Corporation (NSCC) is a DTCC subsidiary.

Cross-Channel, Cross-Business, Tracking, Routing, and Control (XTRAC) is a document imaging and workflow application. It is a Fidelity-built application based on MS Windows DNA.

Distribution is the FIIS sales force. Distribution is composed of two groups: the Advisor Distribution Group (ADG) and the Institutional Distribution Group (IDG). These groups are in turn composed of Inside Sales and Field Sales.

Documents

Notes Created by Satya Pemmaraju on April 5 2005 Revised by Donna Tortorella on May 4 2005 Suggestions: Implement an introductory flash splash screen Implement