Chapter 8: Managing Incentive Programs

Transcription

1 Chapter 8: Managing Incentive Programs 8-1 Chapter 8: Managing Incentive Programs What Are Incentive Programs and Rewards? Configuring Rewards Managing Rewards View rewards Edit a reward description Increase reward instances Decrease reward instances Take back unused electronic redemption codes Remove a reward Configuring an Incentive Program Editing Aspects of an Incentive Program Managing an Incentive Program/Distributing Rewards Basic reward administration process Access incentive management Check the list of users who qualify Configure a template for approval and rejection s Remove listed users who do not meet the program s criteria Review submitted requests waiting for action Approve and reject requests for reward collection Review and undo rejected requests Review approved requests that are pending user reward selection Review approved reward requests that users have not yet fulfilled Take back unused electronic redemption codes Conducting a Prize Drawing through an Incentive Program Discontinuing and Removing an Incentive Program The SmartRideshare system allows administrators to conduct both simple prize drawings and more complex incentive programs. These programs are important in helping you maintain network members interest in the rideshare program, giving users motivation to enter rideshare data into their trip calendars, and promoting the use of alternative modes of transportation. This chapter covers incentive programs. See Chapter 7 for information about the system s separate Prize Drawing function. The steps for these management functions are the same for Organization, University, Program, Division, Worksite, and SchoolPool networks. They are similar for higher-level Regional, County, Jurisdiction, and TMA networks. Network Administrator s Manual December 15, 2014

2 8-2 Chapter 8: Managing Incentive Programs What Are Incentive Programs and Rewards? What is an incentive program? You can conduct an incentive program to reward network members who meet specified eligibility criteria that is, use selected transportation modes over a specified number of trips, miles, or days within a particular timeframe or to reward new registrations. You select the appropriate eligibility criteria. You arrange for the rewards, which may include both electronic gift cards and in-hand merchandise. During the incentive program, users log their trips. They are able to track their progress toward meeting the program s eligibility criteria. Once users have met the eligibility criteria, you can view lists of users who have met the criteria, review potential eligibility problems with particular users, and approve or decline their eligibility status. Users you approve to receive a reward must then click a link for directions on collecting their reward. An incentive program differs from a prize drawing in that all network members who meet the specified eligibility criteria may collect a reward, at least until the supply of rewards is exhausted (many incentive programs work on a first-come, first-served basis). In prize drawings, the system randomly selects, as if drawing from a hat, one (or several) network member(s) who meets the specified eligibility criteria to receive a reward. Note that although SmartRideshare contains a separate prize drawing function (see Chapter 7), it is also possible to conduct a prize drawing through your incentive program. One organization or agency can run multiple incentive programs simultaneously. An incentive program can be configured to include all network users or only members of a sub-network such as a Division or Worksite. Incentive programs can also be configured to be time limited (allow users to receive a reward only once during the program s timeframe) or ongoing (rewards are given out monthly, quarterly, or annually). They can also be configured to have a variable end date (the end date of the program is customized for each user, depending on when the user logs his or her first eligible trip) or have repeated levels (encouraging network members to use defined modes for a specified number of times repeatedly). Once you have configured your program, users can view it in their online account by going to Rewards>Incentive Programs. What is a reward? Rewards are goods and certificates that are given to users in your network who meet the eligibility requirements of the incentive program. The system allows an organization/agency to configure a wide range of rewards, and they may be either electronic or external. December 15, 2014 Network Administrator s Manual

3 Chapter 8: Managing Incentive Programs 8-3 Electronic rewards, such as electronic gift certificates, allow users to collect the prize online by using a gift code or link. One advantage of using electronic rewards is that they include a tracking mechanism within the system that tells you whether the user has read the instructions for using the reward s redemption code or link. If the user does not read those instructions within a specified timeframe, you have the option of retrieving the redemption code and putting it back into the pool of available rewards. External rewards include physical items such as T-shirts, event tickets, and gift cards and are provided directly by you or another vendor, outside of the SmartRideshare system. If a gift certificate is provided through a physical card such as a Visa or Target gift card, then the reward is defined as external. Carbon offsets may be configured as electronic fulfillment ( verification) or external fulfillment (certificate), depending on the vendor s processing abilities, stating how much CO 2 has been offset. What is the incentive program process? The basic steps for setting up and managing an incentive program are as follows: 1. First you must select rewards to be given out, arrange to have them available, and configure them in the SmartRideshare system. 2. Once you have configured the rewards in the system, then you can set up the incentive program, entering information such as mode and time criteria for users to meet. 3. Registered users see the incentive programs available to them by going to Rewards>Incentive Programs in their online account. Unless they are being rewarded for registering as new users or you have not specified trip criteria, they log their qualifying trips in their calendars. They can then view their progress toward meeting incentive program requirements by going to Rewards>Incentive Programs. When they have met a program s requirements, they can click the Submit Request button (if you configured the program to require that link) to begin the reward process. 4. You review lists of users who have met the program s eligibility requirements within the incentive program management function. You can review potential eligibility problems with particular users. You must then approve or decline users eligibility requests. 5. If multiple rewards are available, users you have approved must choose a reward, and all users must click a link to receive directions on redeeming the reward. 6. You bestow the reward externally or the user orders the reward electronically. 7. For those users who never take the step to collect the reward, including unredeemed electronic rewards, you have the ability to grant external (non-electronic) rewards (for Network Administrator s Manual December 15, 2014

4 8-4 Chapter 8: Managing Incentive Programs example, mail it to the user) and to take back both external and electronic rewards. This allows you to re-use the rewards for other users or incentive programs. Configuring Rewards Before you can set up an incentive program, you must first configure the rewards to be given out for that program. Adding a reward consists of three steps: 1) selecting a graphic, 2) entering a description of the reward, and 3) adding instances the number available of the reward. 1. Select a graphic Select an image to represent the reward and prepare it for uploading to the system. This file must be in a.jpg,.tif, or.bmp image format and no larger than 120x120 pixels. Using an attractive image will increase the appeal of the reward and help market your incentive program. 2. Add a reward Within your network, select Benefits from the navigation bar. Click View Rewards, which appears below the list of incentives. December 15, 2014 Network Administrator s Manual

5 Chapter 8: Managing Incentive Programs 8-5 Click View Rewards below the list of incentives. Click Add Reward at the top right of the page. Click Add Reward to add new rewards. You can offer multiple rewards for multiple incentive programs, and they appear in the Rewards list. Network Administrator s Manual December 15, 2014

6 8-6 Chapter 8: Managing Incentive Programs In the Reward box: In the Reward box, add reward information and enter messages that users will see when they view instructions for retrieving their reward. Type in the name of the reward (for example, Amazon gift certificate (electronic) or I Love the Bus T-shirt Enter a vendor name. You may use any vendor of your choice. The vendor must be able to provide gift certificates in bulk in the required format if you will use electronic fulfillment. Enter the value of the reward, whether the cost of a T-shirt or the face value of a gift card or electronic gift certificate. Select whether the reward will be fulfilled electronically. For electronic rewards only, enter the number of days you wish to wait before revoking rewards with unused redemption codes. The countdown begins when you approve the user s reward request; after that, s/he must still use a December 15, 2014 Network Administrator s Manual

7 Chapter 8: Managing Incentive Programs 8-7 redemption code to collect it. You may choose a number from 1 to 180. You may also leave the number blank for no time restriction. Upload from your computer your image to represent the reward. This file must be in a.jpg,.tif, or.bmp image format and no larger than 120x120 pixels. Type in a Redeem Message. It should contain instructions to users about how to redeem the reward. Type in a Contact Message. It should contain contact information, such as a phone number, address, and/or website, that will help users who have questions about the reward or who experience difficulties in redeeming the reward. This information may be your contact information or that of the redeeming company, especially if the reward is electronic. Type in a Reward Message. It should contain a customized message from your organization to the reward recipient. These three messages will appear to users when they click the link View redeem instructions to learn how to retrieve their reward. Reward message appears here Redeem message appears here Contact message appears here Click Save. Upon selecting a reward and clicking a link called View redeem instructions, users see a box containing your reward message, redeem message, and contact message. Click Go Back to Rewards at the top. The new reward should be listed in the Rewards box. Network Administrator s Manual December 15, 2014

8 8-8 Chapter 8: Managing Incentive Programs 3. Indicate reward instances Once you have configured a reward, you need to indicate the reward instances, that is, the number available. You can control your inventory by later adding or deleting instances as appropriate. External Reward Instances Within your network, select Benefits from the navigation bar. Click View Rewards below the list of incentives. Next to the Available Count of the appropriate reward, click Add. For external rewards, next to Available Count click Add to establish the initial number available. In the Add to available count box, type The number of this award available (can be increased or decreased later) An order ID number A description of the reward or order In the Add to available count box, define the initial number of rewards available. Click Add. December 15, 2014 Network Administrator s Manual

9 Chapter 8: Managing Incentive Programs 8-9 The number available appears next to Available Count. In addition, a message at the right of the box reads, Reward instances exist. Electronic Reward Instances For electronic rewards, you add instances by importing redemption codes within a CSV (comma-separated values) file *. That spreadsheet will contain a sequence number, redeem code, and denomination for the electronic gift certificate. You can upload additional redemption codes for the same reward more than once. Note: Many administrators receive redemption codes in a pre-formatted CSV file from the vendor of the reward. You can open the vendor s file and save it to your spreadsheet software for uploading. Import a CSV template If this is your first time creating a CSV file to import, then you need to download a CSV template. Within your network, select Benefits from the navigation bar. Click View Rewards below the list of incentives. Next to the Available Count of the appropriate reward, click Add. For electronic rewards, next to Available Count click Add to access the link to download a CSV file template and to import reward redeem codes. In the Import Reward Redeem Codes box, click on Click here to download CSV template and save the file, called ImportRewardInstanceTemplate.csv, to your computer. * This is a format that stores tabular numbers and text in plain-text form; file names end in.csv. Traditionally, lines in the text file represent rows in a table, and commas separate the columns. Microsoft Excel is a commonly used program that can export (and import) files in CSV format. Network Administrator s Manual December 15, 2014

10 8-10 Chapter 8: Managing Incentive Programs The Import Reward Redeem Codes box allows you to Download a CSV Template in order to upload a CSV file containing records for your reward. Using your own spreadsheet software, open and fill in this file with sequence numbers (1, 2, 3 number of rewards available), redemption codes, and the denomination for the electronic gift certificate. Note that the program will upload only redemption codes that have a denomination that matches the one you previously assigned to the reward. Make sure to save the file in the CSV format. Upload an electronic reward file Once your CSV file is ready, you need to upload the file. Within your network, select Benefits from the navigation bar. Click View Rewards. Next to the Available Count of the appropriate reward, click Add. In the Import Reward Redeem Codes box, type in an Order ID and a description of the reward. Click Browse to find the CSV file on your computer. Click Upload. (Computers running Windows software are recommended for this process. Those using Mac computers may encounter difficulties.) With a successful upload, you are presented with a Preview window. For records that contain an error, the type of error is described in the left-hand column. If errors are present, click Cancel Import. You can then fix the errors with your software and run the upload process again, importing the file with the corrected records. If the Preview shows no errors, click Complete Import. December 15, 2014 Network Administrator s Manual

11 Chapter 8: Managing Incentive Programs 8-11 Click Go Back to View Rewards. The number available appears next to Available Count. In addition, a message at the right of the box reads, Reward instances exist. Managing Rewards You can manage rewards by viewing lists of them, editing reward descriptions or criteria (such as amount of time until electronic rewards may be retrieved), increasing and decreasing reward instances, retrieving redemption codes that are unused, and removing a reward. View rewards Within your network, select Benefits from the navigation bar. Click View Rewards, below the list of incentives. The system default is to Show Active Rewards, that is, only rewards that are currently in use (that have not been removed). To see inactive and removed rewards, select Show All Rewards from the drop-down menu. Edit a reward name, graphic, or description Access View Rewards. Click Edit to the right of the appropriate reward. Click Edit to make changes to a reward configuration. Enter the necessary changes. Note: you cannot change the value of the reward or whether it is electronic or external. Click Save below. Click Go Back to Rewards at the top. Network Administrator s Manual December 15, 2014

12 8-12 Chapter 8: Managing Incentive Programs Increase reward instances If you acquire additional reward instances, you need to change the number in the system. For external rewards, this entails simply changing the number available. For electronic rewards, you need to import additional redeem codes in a CSV file. Access View Rewards. Click Add next to the Available Count of the appropriate reward. Next to Available Count, click Add to increase the recorded number of available rewards. External Reward Instances In the Add to available count box, type The number of reward instances to add An order ID number A description of the reward or order. Click Add. The revised available number of this reward appears next to Available Count. Electronic Reward Instances In the Import Reward Redeem Codes box, type in an Order ID and a description of the reward. Click Browse to find the correct CSV file on your computer. Click Upload. If the Preview shows no errors, click Complete Import. The revised available number of this reward appears next to Available Count. Decrease reward instances When users select a reward through the normal incentive program process (or you grant an external reward to them by using your program management functions), the system December 15, 2014 Network Administrator s Manual

13 Chapter 8: Managing Incentive Programs 8-13 tracks the rewards used and automatically decreases the recorded number available. However, if external circumstances cause you to have fewer reward instances than the system knows about, you need to manually change the number in the system. Access View Rewards. Click Delete next to the Available Count of the appropriate reward. In the Delete from available count box, type The number of this reward to be subtracted A description of why the instances are being deleted. Click Delete. The revised available number of this reward appears next to Available Count. Note that if the reward is electronic, the system does not tell you the sequence number(s) it has removed. To re-use electronic rewards you have deleted, you must reassign the reward to another incentive program. Take back unused electronic redemption codes To the right of listed electronic rewards you may see the link Redeem codes not opened. This function shows you a list of eligible users whose request for an electronic reward you have approved, but who have not subsequently clicked the View Redeem Instructions link within the timeframe you defined during reward configuration. The timeframe countdown begins when you approve the reward request. (Once a user has clicked the View Redeem Instructions link, you cannot take back the redemption code. Whether or not they ever use the code is beyond your control.) You can choose to retrieve those unopened redemption codes in order to reward them to other eligible users. Note that as long as you do not take back a redemption code, it will continue to be available to the user and unavailable for distribution to anyone else. Access View Rewards. Click Redeem codes not opened to the right of the appropriate reward. Click Redeem codes not opened to start the process of retrieving unused redemption codes. Network Administrator s Manual December 15, 2014

14 8-14 Chapter 8: Managing Incentive Programs If none of the electronic rewards has been awarded or selected, or recipients are still within the defined redemption timeframe, then a message says, There are no redeem codes that have not been opened (redeem codes which can be taken back). If users have been awarded or have selected electronic rewards and allowed the redemption timeframe to lapse, a list appears that includes user name, reward value, incentive program name, and the date the reward was issued. Click the Take back button next to the appropriate name(s), to retrieve the redemption code(s). The Redeem codes not opened link shows you a list of users who have received the electronic reward but who have not read or used the redemption codes within the defined timeframe. Clicking the Take back button allows you to retrieve and reuse the redemption codes. The message The redeem code has been taken back successfully appears. Click Go back to View Rewards. The number next to the reward s Available Count increases by the number of rewards you retrieve. Users will see the status of their reward under Rewards>Reward History change from Approved to Taken Back. Although the View Redeem Instructions link will remain, the redemption code will no longer appear. Remove a reward Removing rewards that are not in use helps you view a shorter and less cluttered list. Once you remove a reward, its status will change to Inactive, and the reward will disappear from the active Rewards list. To see this reward in your Rewards list you must use the drop-down menu to select Show All Rewards instead of Show Active Rewards. The link for this option appears only if the reward is no longer assigned to any incentive programs and there are no outstanding claims from users for the reward; that is, either all users have selected their reward or you have fulfilled or forfeited all outstanding rewards. Access View Rewards. December 15, 2014 Network Administrator s Manual

15 Chapter 8: Managing Incentive Programs 8-15 Click Remove to the right of the appropriate reward. This link will not appear if any claims for the reward are outstanding. The message, This reward will be deleted. Do you want to continue? appears. Click OK to delete the reward. Configuring an Incentive Program Once your reward has been configured, you can set up the program for which it will be a reward. There are many ways you can vary the eligibility criteria for your program, depending on your goals. You can configure multiple eligible transportation modes over a specified number of trips, miles, or days and for specified trip purposes. You can also configure different timeframe and frequency criteria. Your program can be time limited (users may receive a reward only once during the program s timeframe) or ongoing (rewards are given out monthly, quarterly, or annually, such as a reward for using an alternative mode each month). Your program may have a variable end date (the end date varies for each user, depending on when s/he logs his or her first eligible trip). Or you can configure repeated-level incentives, meaning, for example, that users may receive a reward for a certain number of alternative mode trips they log, regardless of how frequently or infrequently they log the trips. You may also link your incentive program to other incentive programs in the network. 1. Add an incentive program and basic information Within your network, select Benefits from the navigation bar. Click Add Incentive. Network Administrator s Manual December 15, 2014

16 8-16 Chapter 8: Managing Incentive Programs To add an incentive program, click Add Incentive above the list of incentives. In the Incentive Program box, Type in the name of the program. Indicate whether to show the incentive to users. You might select No in order to give out a secret reward to users who are calendaring. Setting up an incentive will allow you to collect the data on calendars, show you who is eligible, and conduct the drawing in secret. Indicate whether to show a request link to users. This is a Submit Request button that will appear to users under Rewards>Incentive Programs once users have met the eligibility criteria for a specific incentive program. Select Yes if you want users to request the reward once they qualify. This option is preferred if you have a fixed number of rewards, so that users will receive rewards on a first-come, first-served basis while rewards last. Select No if you intend to use the incentive program to run a prize drawing. If you would like to link the incentive to another incentive program that is active in your network, use the drop-down menu to select it. Otherwise, leave this option blank. Linked incentives are a way to provide successive incentives to users. For example, assume an incentive program, A, already exists. Yours is called program B. Once you link program B to program A, users will see and qualify for incentive B only after they have qualified for incentive A and their request for incentive A has been approved. December 15, 2014 Network Administrator s Manual

17 Chapter 8: Managing Incentive Programs 8-17 Enter a first-come, first-served limit if the number of rewards available is fixed and/or you intend to give away only a limited number of rewards. Once the number of rewards approved has reached this cap, the program will no longer appear on users incentives lists. If you leave this blank, the number of approvals will not be limited. You can return to increase this number. It is not the same as a reward instances number, which may be much higher than the number you intend to give away for this particular incentive program. The Incentive Program box on the Add Incentive page. 2. Configure eligibility criteria Fill in the Incentive Program Eligibility Criteria box as follows: Indicate whether users must log trips on their account Calendars to meet mode usage criteria. The default is Yes. Selecting No will hide many of the time and mode criteria choices described below. Select Yes if the incentive program is based on usage of alternative modes and requires users to log a minimum number of alternative mode trips in their Calendars within a specified timeframe. Select No if the incentive program has no mode usage criteria. This may occur if, for example, the program is intended to attract new user signups or network membership. Indicate whether the program is for only newly registered users (Yes) or all users (No). Select Yes if the purpose of the incentive program is to attract new users to the system or your network. (This assumes that you promote the rideshare system and incentive program externally.) o If you select Yes above, then indicate whether the person must be a new registrant to the system or a new member of the network. o If you select Yes above, indicate the number of days within which new users have to register or join your network to qualify for the incentive. The Network Administrator s Manual December 15, 2014

18 8-18 Chapter 8: Managing Incentive Programs countdown begins at the incentive program start date; users who sign up before the program start date will not qualify. o [For administrators of geographically associated networks Regional, City, County, and TMA networks: an option appears to select whether the user must live or work, or either, in the area to qualify for the incentive.] Indicate whether the program is based on trips, non-sov miles, or days. The system counts each mode usage the user logs as a separate trip. So a commute from home to work and back from work to home, even though within one day, still counts as two trips. Similarly, if the user has a multimodal commute from home to work, each mode used within that commute counts as a separate trip. Select Days to base your incentive program on alternative mode usage for a specific number of days, without regard for the number of trips within a day. Enter a qualifying number of trips, miles, or days. Select the qualifying mode(s). Select eligible trip purpose(s): Commute or Work Related (Non-commute). [Note that lower-level networks cannot create a promotion related to personal trips. However, Regional, County, Jurisdiction, and TMA networks also see a Personal Trip option.] You can select multiple qualifying modes. Select Commute as the trip purpose if the incentive program is intended to address Commute Trip Reduction. Indicate whether trips applied toward reward eligibility should be marked as used in the system. Checking this box means that a trip cannot qualify to meet the criteria of more than one incentive program. This is important when you link incentives, as you will likely not want users to qualify with the same trips for incentive B as they used to qualify for incentive A. December 15, 2014 Network Administrator s Manual

19 Chapter 8: Managing Incentive Programs 8-19 The Eligibility Criteria box on the Add Incentive page. 3. Configure program timing Fill in the Incentive Program Timeframe and Frequency box as follows. CAUTION: Enter these selections and dates with care. Once you have saved your incentive program, you cannot edit these later. If you create an incentive program with an incorrect timeframe or frequency, you will need to delete the incentive program and create it again. Indicate an incentive type; choose one. Incentive programs can o Be time limited the incentive program allows users to receive a reward only once during the program s timeframe. o Be ongoing the program is ongoing, and rewards are given out monthly, quarterly, or annually, such as a reward for using an alternative mode each month. Selecting this button requires you to define the reward frequency. o Have a variable end date the end date of the program is customized for each user, depending on when s/he logs his or her first eligible trip. You must type in the number of program days available to the user after s/he has logged the first trip, rather than a tracking end date. Network Administrator s Manual December 15, 2014

20 8-20 Chapter 8: Managing Incentive Programs o Have repeated levels the program encourages network members to use defined modes for a specified number of times repeatedly. For example, users may receive a reward for every 20 alternative mode trips they log, regardless of how frequently or infrequently they log the trips (provided the program has not ended). In this case, qualifying trips are marked as used and cannot count toward the reward again. Enter the date that the program should become visible to users (mm/dd/yyyy). This is the program launch date, and users cannot see the incentive and cannot submit requests for rewards before this date. Enter the last date for showing the program to users (mm/dd/yyyy). Enter a tracking start date (mm/dd/yyyy). It is possible for this date to be earlier than the program visibility date. Enter a tracking end date (mm/dd/yyyy). Trips logged after this date do not count toward the program reward. The tracking start and end dates define the dates during which trips actually count toward eligibility. The two dates for showing the program to users define the period during which users can see it listed under Rewards>Incentive Programs. In addition, users must submit their requests for rewards during that timeframe. Therefore, consider setting the date the program becomes visible to users earlier than the tracking start date motivating users to work toward an upcoming reward and the last date for visibility later than the tracking end date giving users time to request a reward after the tracking end date. The Time Frame and Frequency box on the Add Incentive page. 4. Skip external form integration The External Form Integration box is not active when you first set up an incentive program. This feature allows you to configure a form that you create externally, for example, through SurveyMonkey or Wufoo, and to prompt users to fill out the form when they request the reward for the program. To enable this feature, you must first create the December 15, 2014 Network Administrator s Manual

21 Chapter 8: Managing Incentive Programs 8-21 incentive program. You can then return to edit the incentive and complete this feature. For instructions, see Editing Aspects of an Incentive Program. 5. Assign reward(s) In the Reward box, select the reward(s) that will be given out for this incentive program. If you select multiple rewards, this allows users to choose among them when they have met the incentive program s criteria. 6. Upload an image Click Browse to upload an eye-catching image to accompany the description of the incentive program that users see. This file must be in a.jpg,.tif, or.bmp image format and no larger than 120x120 pixels. 7. Enter helpful notes Type in any helpful Notes for users. These may include further explanation of the program, such as modes they must use, whether rewards may be offered on a firstcome, first-served basis, or the timeframe in which they must submit requests for rewards. The External Form Integration and Reward boxes of the Add Incentives page. Network Administrator s Manual December 15, 2014

22 8-22 Chapter 8: Managing Incentive Programs 8. Select network(s) Select the networks whose members will be able to participate in this incentive program. Sub-networks will already be listed in the Eligible Networks box. If you make no changes within the Select Networks box (that is, you leave the Selected Networks box empty), all subnetworks in your network will be included in the program. If you want to involve only some but not all of your subnetworks in your incentive program, place the desired subnetworks into the Selected Networks box: Click on a network name under Eligible Networks and then click the >> arrows to insert it into the Selected Networks box. Search for subnetworks within a long list by typing keywords into the Name box and clicking Search. Then click on the network name and click the >> arrows. Remove a selected network by clicking on its name in the Selected Networks box and then clicking the << arrows. The Select Networks box of the Add Incentives page. Click Enable Program. Click Return to Benefits Main Page. 9. Users view the incentive program On the date you selected for showing the program to users, they will be able to go to Rewards > Incentive Programs in their account and see the following information listed: December 15, 2014 Network Administrator s Manual

23 Chapter 8: Managing Incentive Programs 8-23 The Incentive Program title Program sponsor (your network) Program expiration date Dates between which trips/miles/days must be logged The number of trips/miles/days required Their own achievement (number) in meeting that requirement The list of required modes The required trip purpose(s) The additional Notes you input A colored bar showing the percentage of their progress toward meeting the requirements A Submit Request button if you chose to show a request link for the reward. (Otherwise, users see the message, You will be entered in the incentive program once you have reached 100%. This reward may not be requested explicitly. ) Examples of incentive programs as the user sees them under Rewards>Incentive Programs. Editing Aspects of an Incentive Program Once you have added an incentive program for your network, it will be listed in the Incentive Programs box, and you will be able to edit some aspects of the information you entered for the program. You can also add an external form that eligible users can fill out to provide feedback or meet further eligibility criteria. Edit an incentive program Note that not all information and criteria can be changed once you have set up your incentive program. You cannot change the program timeframe and frequency. If those are incorrect, you will have to delete the incentive program and create it again. Network Administrator s Manual December 15, 2014

24 8-24 Chapter 8: Managing Incentive Programs Within your network, select Benefits from the navigation bar. Choose Past, Current, or Future from the drop-down menu. Click Edit Incentive next to the appropriate incentive program. Choose Edit Incentive to change some aspects of the information you entered for the program. Items you can edit include the following: Program name Whether to show the incentive to users Whether to show a request link The number of rewards available on a first-come, first-served basis: Click Add more to increase the number of rewards available. (Note: You may also edit your reward configuration by increasing the reward instances, but that will not increase the number available for this particular incentive program.) Whether the program is based on trips, miles, or days The qualifying number of trips, miles, or days The qualifying modes The trip purpose(s) Whether to mark trips as used External form integration (see below) Reward(s) available for the program December 15, 2014 Network Administrator s Manual

25 Chapter 8: Managing Incentive Programs 8-25 Notes Eligible networks. Click Update Incentive. Click Return to Benefits Main Page or Manage Claims. Add or edit external form integration Although you can survey your users any time via , the External Form Integration feature allows you to link your incentive program to a form created by an outside company, such as SurveyMonkey or Wufoo, to collect additional information from the user. The form will appear when the user requests an incentive. Note: this feature is not available for ongoing and repeated level incentives. Examples of uses for an external form include the following: A form to capture information from the user, such as feedback about the incentive program or experiences with an encouraged alternative travel mode. A survey with multiple questions intended to determine whether the user has met certain criteria that would allow him or her to continue with the incentive process. For the user, the form appears when s/he clicks the Submit Request button after meeting the program s criteria. The user answers the external form s questions and clicks its submit button. S/he is then returned to the SmartRideshare website. Within your network, select Benefits from the navigation bar. Choose Past, Current, or Future from the drop-down menu. Click Edit Incentive next to the appropriate incentive program. Go to the External Form Integration box. Paste in an External form URL for user access to the form. For example, embed a form hosted by SurveyMonkey by providing the SurveyMonkey permalink or shortlink. The form must show up well in an iframe with dimensions of 640 x 480 pixels. The system provides a SmartRideshare URL (URL to redirect from external form) to copy into the other program. The external form must support redirection. Configure the external form to redirect to this SmartRideshare link when the form data collection completes or when the user clicks the form s submit button. Network Administrator s Manual December 15, 2014

26 8-26 Chapter 8: Managing Incentive Programs The External Form Integration box accessible when editing an incentive program. Click Update Incentive. Click Return to Benefits Main Page or Manage Claims. Managing an Incentive Program/Distributing Rewards Once your program has begun, it will be listed in the Incentive Programs box, from which you can access functions to process incentive requests and manage the distribution of rewards. Consider processing incentive requests four weeks after the program s Tracking end date because trips that users have logged in their Calendars cannot be edited, added, or removed after four weeks. Overview: the basic reward administration process The general process you will follow to administer rewards is as follows: Access incentive management in the Incentive Programs box under Benefits. Configure an Approve/Reject Template if you want to add customized information to the automatic the system sends when you approve or reject a request to participate in the reward process. Check the List of Users That Qualify if you have not required a request for eligibility (Submit Request) button or if you want to include those who have met the eligibility criteria but have not clicked their Submit Request button to begin the reward process. (If you have set up the program to require a request for eligibility button and if users have met the program criteria, they begin the reward process by going to Rewards>Incentive Programs and clicking the Submit Request button. They will then see incentive program details recorded in Rewards>Reward History.) December 15, 2014 Network Administrator s Manual

27 Chapter 8: Managing Incentive Programs 8-27 Re-check the Calendars of users on the Incentive Eligibility List by using the Remove Requests Not Meeting Program Criteria function. The system will remove those who no longer meet the incentive program s eligibility criteria. Using the Incentive Eligibility List, review the accounts of users who have clicked their Submit Request button to participate in the reward process or whom you have placed there from the List of Users That Qualify. You can inspect potential problems and flag accounts for follow-up actions. Approve or reject users on the Incentive Eligibility List. Approval will cause the system to send an telling users that they may collect a reward (if you have configured the system to send ), cause the status of their reward to change from Pending to Approved under Rewards>Reward History, and cause the reward to appear to them under Rewards>Pending Rewards in their account. Rejection will cause the system to send an to users telling them that their request has been declined (if you have configured the system to send ), and cause the status of their reward to change from Pending to Rejected under Rewards>Reward History in their account. Review Rejected Requests and undo rejected requests if appropriate. Using the Approved Requests Pending User Selection list, active only when the program offers more than one reward (electronic, external, or both), view a list of users whose requests you have approved but who have not chosen a reward and clicked their Request Reward button, send them reminder s, and eventually cancel their ability to choose and collect a reward (thus retrieving it for re-use). Review and track reward fulfillment with the Approved Requests Not Yet Fulfilled list, applicable only for external rewards. That is, users appear on this list if they 1) have been approved for a program offering multiple rewards that include at least one external reward but have not yet selected a reward under Rewards>Pending Rewards, or 2) have been approved for a program with just one, external reward. This function allows you to track your fulfillment of external rewards. Retrieve unused electronic redemption codes. (See Reward Management, Retrieve redemption codes earlier in this chapter.) Network Administrator s Manual December 15, 2014

28 8-28 Chapter 8: Managing Incentive Programs Summary: Reward administration process for both network administrator and user Administrator User 1 Configures a template for eligibility approval and rejection s 2 Sees incentive program listed under Rewards>Incentive Programs 3 Meets eligibility criteria by entering trips in his/her Calendar or by registering as a new user 4 Sees user on List of Users That Qualify Can use this function to place users who don t follow through with next step onto the Incentive Eligibility List 5 Clicks Submit Request button (if administrator required one) under Rewards>Incentive Programs Sees incentive status in Rewards>Reward History as Pending 6 Sees user name gone from List of Users that Qualify Sees user on Incentive Eligibility List 7 Runs Remove Requests Not Meeting Program Criteria 8 Approves (or rejects) user on Incentive Eligibility List. is sent. 9 Receives system . Sees incentive status in Rewards>Reward History changed to Approved (or Rejected). IF only one, electronic reward is available 10 Approved user clicks View Redeem Instructions under Rewards>Reward History to get redemption code for collecting the electronic reward 11 Can retrieve unused redemption code after predefined timeframe if user never clicks View Redeem Instructions. IF only one, external reward is available 12 Approved user clicks View Redeem Instructions under Rewards>Reward History to see instructions for collecting the external reward 13 Sees user on list of Approved Requests Not Yet Fulfilled. Uses this function to track the fulfillment of the external reward to the user. Upon clicking Mark as Fulfilled, user name disappears from list of Approved Requests Not Yet Fulfilled IF multiple rewards are available (electronic and/or external) 14 Sees user on list of Approved Requests Pending User Selection. Can use this function to forfeit any reward or select an external reward for the user if the user never follows through with the next steps. If an external reward is offered, will also see users on the list of Approved Requests Not Yet Fulfilled. 15 Approved user selects a reward under Rewards>Pending Rewards and clicks Request Reward 16 Sees user name gone from list of Approved Requests Pending User Selection 17 Clicks View Redeem Instructions under Rewards>Reward History to get redemption code for collecting an electronic reward or see instructions for collecting an external reward 18 If user selected external reward, sees user on list of Approved Requests Not Yet Fulfilled. Uses this December 15, 2014 Network Administrator s Manual

29 Chapter 8: Managing Incentive Programs 8-29 Administrator function to track the fulfillment of the external reward to the user. Upon clicking Mark as Fulfilled, user name disappears from list of Approved Requests Not Yet Fulfilled. 19 Can retrieve unused electronic redemption code after predefined timeframe if user never clicks View Redeem Instructions for an electronic reward. User Access incentive management Within your network, select Benefits from the navigation bar. Choose Past, Current, or Future from the drop-down menu. Click Manage Incentive next to the appropriate incentive program. Choose Manage Incentive to administer the distribution of rewards. Configure a template for approval and rejection s The SmartRideshare system sends a default to users when you approve or reject their participation status on the Incentive Eligibility List. (When you approve/reject their status, you are able to choose not to send the . You might do that if, for example, Network Administrator s Manual December 15, 2014

30 8-30 Chapter 8: Managing Incentive Programs you are conducting a secret prize drawing.) You can customize that by adding content that will follow the default message. Doing this first in the incentive management process allows you to be prepared. This is especially helpful if you need to visit a vendor s site to obtain approved text and photos. You can save the text for later use in the process. Dear [User first name], You have received a reward for your participation in [Incentive program name]. Here is the note from the program administrator: [Your content begins here] OR Your request for the incentive program [Incentive program name] has been declined. Here is the note from the program administrator: [Your content begins here] Best Regards, Program Administrator [Your network name] This is the SmartRideshare system s default to users when you approve or reject their participation status. Access the Manage Incentive functions for the appropriate incentive program. Click the link Configure Approve/Reject Template. The Configure Accept/Reject Template function allows you to add customized information to the that the system automatically sends when you approve or reject users participation status. Use the drop-down menu and select Approve or Reject for an approval or rejection , as appropriate. Type your message. Approval s: If users need to select a reward, consider reminding them to check their Reward>Reward History and follow the instructions. Rejection s: Because many rewards are distributed on a first-come, first-served basis, consider providing information about upcoming programs so that as new incentive programs begin, the user can start logging trips and apply earlier to qualify for the incentive. December 15, 2014 Network Administrator s Manual

31 Chapter 8: Managing Incentive Programs 8-31 Add information to the Template to accompany the that the system automatically sends when you accept or reject a reward request. Click Save when you are done entering your message. You should see the notice, content saved successfully. Click Go back to Manage Incentive to return to the program s management page. Check the list of users who qualify The List of Users That Qualify contains network members who have met the eligibility criteria for the program but are not yet on the Incentive Eligibility List, either because you configured the program to omit the Submit Request button that allows them to request a reward or because they have not clicked their Submit Request button to begin the reward collection process. You may use the List of Users That Qualify to add some or all of those qualifying network members to the Incentive Eligibility List, from which you can approve them for an award. Access the Manage Incentive functions for the appropriate incentive program. Click the link List of Users That Qualify. Network Administrator s Manual December 15, 2014

32 8-32 Chapter 8: Managing Incentive Programs The List of Users That Qualify allows you to see users who have met the eligibility criteria for the program but are not yet on the Incentive Eligibility List and add them to it. Use the drop-down Timeframe menu to process requests for the Current Period or for the Previous Period. Note: the Timeframe menu is active only for incentive programs configured as ongoing. The drop-down menu is disabled (although visible) for incentive programs that are configured for a fixed timeframe. Click on one of the column headings to sort the requests by First Name, Last Name, number of Trips, etc. Click Add to the right of users you want added to the Incentive Eligibility List. Click Add beside the users you wish to add to the Incentive Eligibility List. You will see the message, Member added successfully. Immediately, the selected person will disappear from the List of Users That Qualify and reappear on the Incentive Eligibility List. Click Go back to Manage Incentive to return to the program s management page. Under Rewards>Incentive Programs, users will find that the Submit Request button for the incentive program (if you configured one) has disappeared, and the reward is shown as Pending under Rewards>Reward History. December 15, 2014 Network Administrator s Manual

33 Chapter 8: Managing Incentive Programs 8-33 The user sees his/her status as Pending Remove listed users who do not meet the program s criteria Clicking the link Remove Requests Not Meeting Program Criteria instructs the system to re-check the Calendars of users on the Incentive Eligibility List. The system will remove those who no longer meet the incentive program s eligibility criteria. This may occur, for example, if a user has deleted trips from the Calendar after submitting an incentive request and no longer qualifies. Note that this process does not produce a list of those it has removed. It is also a good idea to use this function before you work with the Incentive Eligibility List to approve requests. Access the Manage Incentive functions for the appropriate incentive program. Click the link Remove Requests Not Meeting Program Criteria. Remove Requests Not Meeting Program Criteria instructs the system to re-check the calendars of users on the Incentive Eligibility List. Accounts that no longer meet the program s criteria will immediately disappear from the Incentive Eligibility List. Users do not receive a message. Instead, their account changes so that the reward no longer shows as Pending under Rewards>Reward History. Review submitted requests waiting for action The Incentive Eligibility List is the primary list of users who are awaiting your approval so that they may collect their reward. Any user who has clicked the Submit Request button to collect the incentive program s reward will be listed. If you set up your Network Administrator s Manual December 15, 2014

34 8-34 Chapter 8: Managing Incentive Programs incentive program without a Submit Request button, users will only appear on this list if you add them from the List of Users That Qualify. Access the Manage Incentive functions for the appropriate incentive program. Below are details of the actions you can take with the Incentive Eligibility List. The Incentive Eligibility List shows all users who have clicked their Submit Request button to begin the reward process or whom you have added from the List of Users That Qualify. Using this list, you can view user information, inspect potential issues, approve or reject a request, view trips, view a problems report, view incentives history, and flag the request for later attention. Choose a timeframe. The Timeframe in the upper right is active only for incentive programs configured as ongoing. The drop-down menu is disabled for incentive programs that are configured for a fixed timeframe. Use the drop-down menu to process requests for the Current Period or for the Previous Period. Sort requests. Click on one of the column headings to sort the requests by First Name, Last Name, Date requested, etc. View user information. Move the mouse over the user s first name link to produce a pop-up box filled with user information, including phone number; address; last visited domain; and home, work, and mailing addresses. Click the user s first name link to travel to the user s Member and Account Details. December 15, 2014 Network Administrator s Manual

35 Chapter 8: Managing Incentive Programs 8-35 Inspect potential issues. When a user makes a request, the system runs a set of rules to identify potential problems. Accounts with no problems will have a green checkmark. Those with issues will have a yellow warning sign. The system checks combinations of unique name, phone number, mailing address, and home/work zip code, as well as for previous reward request rejections, meeting the incentive program s eligibility criteria, and having no more than two commute trips logged in one day. Move the mouse over the warning sign to read a pop-up box detailing potential issue(s) related to the requester. Take other actions. Actions you can take for each entry include Approve Request, Reject Request, View Trips, View Problems Report, and View Incentive History. Move the mouse over the Down Arrow icon to access a pop-up box offering the other actions available. Clicking the Down Arrow produces several options for managing an individual user s reward request. o Click on Approve to approve the request for reward collection. (See Approve Request(s) below for more details.) o Click on Reject to decline the request for reward collection. (See Reject Request(s) below for more details.) o Click on Remove to remove the user request for reward collection. (See Remove Request(s) below for more details.) o Click on View Trips to bring up the user s trip Calendar to help you verify eligibility. You can select a particular month by clicking Prev or Next in the upper left. You can also click Show All Trips or Show Trips for this network in the upper right. Click Close at the bottom when you are done with the Calendar. Network Administrator s Manual December 15, 2014

36 8-36 Chapter 8: Managing Incentive Programs o Click on View Problems Report to see details of the account issues the system found. The system checks the accounts of users who request a reward for combinations of unique name, phone number, mailing address, and home/work zip code, as well as for previous reward request rejections, meeting the incentive program s eligibility criteria, and having no more than two commute trips logged in one day. Click Go back to Manage Incentives when you are done with the problems report. o Click View Incentive History to see a report on the user s other reward requests. The report contains a list of all networks to which the user belongs, as well as a list of reward history, including program name, sponsoring network, request date, and status (Pending, Approved, Rejected, Forfeited). Click Close at the bottom when you are done with the report. Flag a request. You can use this feature to mark the account for follow-up action, to mark those that have already been reviewed, or for another helpful indicator to yourself. Click on the flag icon (it will turn red) to mark a request. Approve, reject, and remove requests for reward collection Use the Incentive Eligibility List to approve, reject, or remove multiple users simultaneously for reward collection. Within the Incentive Eligibility List you can select multiple users and then approve or reject their reward requests with one click. Access the Manage Incentive functions for the appropriate incentive program. December 15, 2014 Network Administrator s Manual

37 Chapter 8: Managing Incentive Programs 8-37 Approve Requests Although you can also approve requests individually by using the Down arrow icon (discussed previously), this approach allows you to save time by approving more than one request simultaneously. Before processing incentive requests, use the Remove Requests Not Meeting Program Criteria function (discussed above). This ensures that requests you approve have all met the program criteria correctly. If you intend to approve all users on the list, check the box next to First Name to select all. Otherwise, check the box next to each appropriate user name in the Incentive Eligibility List. Then click Approve above the list. A window appears allowing you to reconsider your approval and to review, edit, or enter customized content to accompany the system s . This is the content you entered under Configure Approve/Reject Template. This content will also appear to users as comments under Rewards>Reward History along with the reward status. The box Send an to user is checked by default. If you uncheck that box, the system will not send an to the selected user(s). One possible reason not to send an is if you intend to conduct a random surprise drawing. Click Approve to complete the process or click Close to suspend the approval action. Any names that you checked and approved will disappear from the Incentive Eligibility List and may appear on the list of Approved Requests Not Yet Fulfilled (if at least one external reward is offered) and/or the list of Approved Requests Pending User Selection (if more than one reward, electronic and/or external, is offered). Users will see the status of the reward changed from Pending to Approved under Rewards>Reward History in their account. If only one reward is offered, they will see a link for View Redeem Instructions under Rewards>Reward History. If more than one reward is offered, under Rewards>Pending Rewards they will see the rewards available and will need to click the link Request Reward to select one. Reject Request(s) Although you can also reject requests individually by using the Down arrow icon (discussed previously), this approach allows you to save time by rejecting more than one request simultaneously. If you intend to reject all users on the list, check the box next to First Name to select all. Otherwise, check the box next to each appropriate user name in the Incentive Eligibility List. Network Administrator s Manual December 15, 2014

38 8-38 Chapter 8: Managing Incentive Programs Then click Reject above the list. A window appears allowing you to reconsider your rejection and to review, edit, or enter customized content to accompany the system s . This is the content you entered under Configure Approve/Reject Template. This content will also appear to the user under Rewards>Reward History along with the reward status. The box Send an to user is checked by default. If you uncheck that box, the system will not send an to the selected user(s). A possible reason to not send an is if you are rejecting requests because of an administrative mistake (e.g., perhaps you did not intend to give users a Submit Request choice). Click Reject to complete the process. Click Close to suspend the rejection action. Any names that you checked and rejected will disappear from the Incentive Eligibility List and will appear on the list of Rejected Requests. Users will now see the status of the reward changed from Pending to Rejected under Rewards>Reward History in their account. Remove Requests Although you can also remove requests individually by using the Down arrow icon (discussed previously), this approach allows you to save time by removing more than one request simultaneously. Note that removing a request is not the same as rejecting one. The user will not appear on any other of the lists and will not be notified of his/her removal. You will not be able to undo your action. If you intend to remove all users on the list, check the box next to First Name to select all. Otherwise, check the box next to each appropriate user name in the Incentive Eligibility List. Then click Remove above the list. A window appears allowing you to reconsider your removal. Click Okay to remove or Cancel. Any names that you checked and removed will immediately disappear from the Incentive Eligibility List. Users will now see the status of the reward changed from Pending to Rejected under Rewards>Reward History in their account. December 15, 2014 Network Administrator s Manual

39 Chapter 8: Managing Incentive Programs 8-39 Review and undo rejected requests You can review a list of users whom you have declined for reward collection. You can also undo a rejected request, placing it back onto the Incentive Eligibility List. The Rejected Requests function allows you to review a list of users whom you have declined for reward collection and undo rejected requests. Access the Manage Incentive functions for the appropriate incentive program. Click the link Rejected Requests. For incentive programs configured as ongoing, use the drop-down Timeframe menu to process requests for the Current Period or for the Previous Period. Click on one of the column headings to sort the requests by First Name, Last Name, Address, or Phone. Click Undo Reject next to the appropriate name. The name will immediately disappear from the Rejected Requests list and reappear on the Incentive Eligibility List. Click Go back to Manage Incentive to return to the program s management page. Click Undo Reject to place a user back onto the Incentive Eligibility List. Review approved requests that are pending user reward selection If more than one reward is offered for an incentive program whether external, electronic, or both users whose requests you have approved will see the choices Network Administrator s Manual December 15, 2014

40 8-40 Chapter 8: Managing Incentive Programs available under Rewards>Pending Rewards in their account. Users must click Request Reward to select one. Until they choose and click Request Reward, their name will appear on the list of Approved Requests Pending User Selection. Use this function to review a list of users whose requests you have approved but who have not clicked their Request Reward button, send them reminder s, and eventually cancel their ability to select and collect a reward. The Approved Requests Pending User Selection function allows you to review a list of users whose requests you have approved but who have not selected among multiple rewards and clicked their Request Reward button, send them reminder s, and cancel their ability to select and collect a reward. Addresses for Reminder s Access the Manage Incentive functions for the appropriate incentive program. Click the link Approved Requests Pending User Selection. For incentive programs configured as ongoing, use the drop-down Timeframe menu to process requests for the Current Period or for the Previous Period. Click on one of the column headings to sort the requests by First Name, Last Name, address, etc. Click the link Click here to get a mailing list for the below users. Copy the list into an to remind users to go to their account and select a reward. It is courteous to send an reminding users to select a reward. You may also use that to warn users that failure to select a reward within a particular timeframe will result in forfeiture of that reward. Reward Forfeiture If a user fails to choose and request a particular external or electronic reward within a timeframe you have defined, you may decide that s/he should forfeit a reward; those s/he does not select will continue to be available to others. Access the Manage Incentive functions for the appropriate incentive program. Click the link Approved Requests Pending User Selection. December 15, 2014 Network Administrator s Manual

41 Chapter 8: Managing Incentive Programs 8-41 For incentive programs configured as ongoing, use the drop-down Timeframe menu to process requests for the Current Period or for the Previous Period. Click on one of the column headings to sort the requests by First Name, Last Name, address, etc. Click Mark as forfeit next to the appropriate name. Click Go back to Manage Incentive to return to the program s management page. Click Mark as forfeit to prevent a user who has never chosen his/her external reward from choosing one in the future. The user s name will immediately disappear from the list of Approved Requests Pending User Selection (as well as the list of Approved Requests Not Yet Fulfilled if any of the reward choices were external). In the user s account, under Rewards>Reward History, the reward Status will immediately change to Forfeited. Review approved reward requests that you have not yet fulfilled The list of Approved Requests Not Yet Fulfilled concerns external rewards only. Users appear on your list who 1) have been approved for a program offering multiple rewards that include at least one external reward but have not yet chosen a reward under Rewards>Pending Rewards, or 2) have been approved for a program with just one, external reward. Use this function to review a list of those users and to track your fulfillment of their external rewards. The Approved Requests Not Yet Fulfilled function allows you to review a list of users who are eligible for an external reward and to fulfill it. Network Administrator s Manual December 15, 2014

42 8-42 Chapter 8: Managing Incentive Programs Electronic Rewards As soon as you approve a user for a program offering one, electronic reward, the system considers that reward fulfilled and automatically decreases the reward instances available. Therefore, the user never appears on the list of Approved Requests Not Yet Fulfilled. For similar reasons, if your program s multiple offerings include all electronic rewards, users will never appear on the list of Approved Requests Not Yet Fulfilled. If your program s multiple offerings include both electronic and at least one external reward, users will appear on the list of Approved Requests Not Yet Fulfilled until they select an electronic reward. To collect an electronic reward, the user must click View Redeem Instructions under Rewards>Reward History. External Rewards When you hand out, mail, or otherwise provide the external reward to the user, you can track that fulfillment with this function. Access the Manage Incentive functions for the appropriate incentive program. Click the link Approved Requests Not Yet Fulfilled. For incentive programs configured as ongoing, use the drop-down Timeframe menu to process requests for the Current Period or for the Previous Period. Click on one of the column headings to sort the requests by First Name, Last Name, address, etc. Click Mark as fulfilled next to the user to whom you are delivering the reward. The Select Reward box will pop up allowing you to note which reward has been given. (Note: Electronic rewards will be visible but cannot be granted this way.) Click Continue to complete the process or Close to discontinue the action. Click Go back to Manage Incentive to return to the program s management page. Click Mark as fulfilled to select an external reward for a user. December 15, 2014 Network Administrator s Manual

43 Chapter 8: Managing Incentive Programs 8-43 The user s name will immediately disappear from the list of Approved Requests Not Yet Fulfilled, as well as the list of Approved Requests Pending User Selection if more than one reward had been available and not selected. In the user s account, an incentive program with multiple rewards will disappear from Rewards>Pending Rewards, and the selected reward will appear under Rewards>Reward History. Users will continue to see the View Redeem Instructions link if further action is still necessary. Take back unused electronic redemption codes If you have approved a user s request for an electronic reward but s/he has not subsequently clicked the View Redeem Instructions link within the timeframe you defined during reward configuration, you can take back the unused redemption code to make it available for another eligible user. The timeframe countdown begins when you approve the reward request. (Once a user has clicked the View Redeem Instructions link, you cannot take back the redemption code, whether or not they ever use the code.) Note that as long as you do not take back a redemption code, it will continue to be available to the user and unavailable for distribution to anyone else To retrieve unused redemption codes, go to Benefits and click View Rewards, then click Redeem Codes Not Opened for the appropriate reward. For instructions, see Take back unused electronic redemption codes under Managing Rewards, earlier in this chapter. Conducting a Prize Drawing through an Incentive Program In a prize drawing, you direct the system to randomly select, as if drawing from a hat, one or more network member(s) who meets specified eligibility criteria to receive a reward. You can conduct prize drawings through SmartRideshare s dedicated Prize Drawing function (see Chapter 7) or as part of your incentive program, described below. One advantage of using the incentive program for prize drawings is that it is easier to draw multiple names at one time. 1. Configure the rewards As with any incentive program, you must first configure the rewards. Do this as you would with any incentive program (see Configuring Rewards, above). Network Administrator s Manual December 15, 2014

44 8-44 Chapter 8: Managing Incentive Programs 2. Configure the incentive program Configure the incentive program as you would any other, with one exception: The list of users from which you will draw for the prize drawing will be the List of Users That Qualify. These are people who have met the program s eligibility criteria but are not yet on the Incentive Eligibility List because you configured the program to omit the Submit Request button. When you set up the incentive program, select No where you indicate whether to show a request link (Submit Request button) to users. (See Add an incentive program and basic information under Configuring an Incentive Program, above.) 3. Conduct the prize drawing Within your network, select Benefits from the navigation bar. Choose Past, Current, or Future from the drop-down menu. Click Manage Incentive next to the appropriate incentive program. Click the link List of Users That Qualify. The List of Users That Qualify includes a function for conducting a prize drawing among eligible users. For incentive programs configured as ongoing, use the drop-down Timeframe menu to work with users eligible for the Current Period or for the Previous Period. In the Select users at random box, enter the number of users for the program to randomly select as prize winner(s). Click Add. December 15, 2014 Network Administrator s Manual

45 Chapter 8: Managing Incentive Programs 8-45 Enter the number of people you want the program to randomly draw as winners from the list above and click Add. Click Go back to Manage Incentive to return to the program s management page. The selected user record(s) is added to the Incentive Eligibility List. Unselected records remain on the List of Users That Qualify. At this point, process the prize drawing winner(s) in the Incentive Eligibility List just as you would others who meet incentive program criteria. (See Managing an Incentive Program/Distributing Rewards, above.) Discontinuing and Removing an Incentive Program You can discontinue an incentive program, which ceases your ability to edit it and prevents users from submitting requests for eligibility. You can also remove an incentive program entirely from the system. Note that even if you do not discontinue it, an incentive program will no longer appear under Rewards>Incentive Programs in users accounts after the defined last date the incentive is shown to users, assigned during program configuration. (However, expired incentive programs continue to be visible to users under Rewards>Reward History, showing whether they still have an approved reward to redeem and the reward they eventually collected.) Discontinue an incentive program You can discontinue an incentive program only if 1) all eligible users have been cleared from the Incentive Eligibility List (that is, you have approved or denied all requests for eligibility) and 2) all users have selected their reward or you have fulfilled or forfeited all outstanding rewards. Network Administrator s Manual December 15, 2014