Customer Care & Billing RFP Template by TEC

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									Technology Evaluation Centers Inc.
Customer Care and Billing

                                                      Criteria Worksheet
                                                                          Priority Mandatory
Hierarchy                           Criterion                             (0-10)     (Y/N)
                                                                                             SUP PSUPPADD MOD 3RD CST   FUT   NS                             Description

1           General Requirements
1.1         Solution
1.1.1       Interface to a mediation system
1.1.2       Interface to a provisioning system
1.1.3       Customer billing system
1.1.4       Customer care system
1.1.5       Interconnect billing system
1.1.6       Interface to a fraud management system
1.1.7       Revenue assurance system
1.1.8       Interface to a call center system
1.1.9       Enterprise data warehouse system
            APIs and integration tools available to the different                                                                  APIs = application program interfaces
            systems, such that all data extractions, transfers, and
            loads between systems are automatic and reliable
1.2         Integration
1.2.1       General
            Full integration of the individual systems that constitute                                                             CC&B = customer care and billing     the CC&B solution
            Automatic propagation of the addition, update, and
            deletion of data in one system to one or more relevant     systems
            Middleware founded on widely used open standards,     rather than on proprietary standards
            Integration methodology that follows widely accepted     integration models
            A scalable integration platform, so as to meet any future
            expansion in the volume of data, as well as in the     number of systems it integrates
            An integration platform that can accommodate colocated     and distributed systems
            Configurability, in the case of a failure, to recover
            through a fully automatic fail-over process to a hot stand-     by
            Design such that a single point of failure will not lead to     any data loss
1.2.2       Data Transfers     Real time messaging and event data transfers
            Real time and batch mode performance of file-based                                                                     real time = as soon as the file is detected batch mode =     data transfers                                                                                                         initiated by manual requests or a scheduler)
            Transformation of data from the source system into one
            or more forms that is compatible with the destination     systems     No loss of data during the transfer
1.3         Multi-language Support
1.3.1       UIs that allow multi-language character displays                                                                       UIs = user interfaces
            Labels in the screen that are user configurable and
1.3.2       provide a multi-language character set
            Reports, G/L postings, and import and export of data                                                                   G/L = general ledger
1.3.3       that allow multi-language character set encoding
            UTF-8 character encoding                                                                                               UTF-8 = unicode universal character (UCS) set transformation
1.3.4                                                                                                                              format-8
            Applications that can to store, search, and retrieve data
1.3.5       in all languages supported
1.4         Ease-of-Use
1.4.1       GUIs                                                                                                                   GUIs = graphical user interfaces
1.4.2       UIs                                                                                                                    UIs = user interfaces
1.4.3       A GUI tailored to specific user roles and needs                                                                        GUI = graphical user interface
            Standard forms and screens that guide the user through                                                                 GUI = graphical user interface
1.4.4       all requests, regardless of service type
            A GUI that has a consistent look and feel across the                                                                   GUI = graphical user interface
            desktop, regardless of where and what application is
1.4.5       storing or managing the data
            A web browser UI, preferably with the same look and                                                                    UI = user interface
            feel as the GUI, that complements the traditional GUI
1.4.6       and supports occasional users
1.5         On-line Data and Backup
            On-line availability of customer interaction data for a
1.5.1       period of one year
            On-line availability of customer billing data (bills and
1.5.2       account information) for a period of two years
            On-line availability of usage data (mandatory review
            reporting, call details records, etc.) for a period of six
1.5.3       months
            On-line availability of other data for a period of one year
            Access, via data backups and for a period of five years,
1.5.5       to all data not available on-line
1.6         Access Control and Security
          A single user ID and password that lets a valid sustem       ID = identity
          user access all the functions required across multiple
1.6.1     systems
          Password management and authentication centralized
          such that any change in passwords will be effected
1.6.2     across the systems
          Logging of all system user activities to provide an audit
1.6.3     trail
          Read access for each user only to fields, screens, and
1.6.4     functions that are assigned to them
          Inability for users to bypass the access control and audit
          trails when accessing the fields, screens, functions, and
1.6.5     data
          Multilevel access privileges based on which category
          users belong to; for example, managers, system users,
1.6.6     system administrators, etc.
          Daily recording and reporting of the terminal and user
          identifications of unauthorized attempts to log onto the
1.6.7     system
          A mechanism to lock the user out from all systems after
          a number (set as a system parameter) of unsuccessful
1.6.8     login attempts
          Reinstatement of such locked out users by the systems
          administrator, and only the systems administrator
1.6.10    Expiry of user passwords after a preset period
          Password protected access to restricted data (eg,
1.6.11    customer details)
          Inclusion, in all modules, of protection (eg, firewall,
          security module, etc.) from hackers and unauthorized
1.6.12    individuals, both locals and Web-based intruders,
          Local and remote access for authorized personnel,
          including access to diagnosis, maintenance, software
          updates, application development, and reporting tools
1.7       Business Process Engineering
1.7.1     Operational Processes   Data communication network for the CC&B system               CC&B = customer care and billing   Billing subsystem   Customer care and finance system   Fraud management system   Revenue assurance system   Security and audit systems
1.8       Technology Transfer and Training
          A training program that ensures that the client's
          operations team is prepared to operate and support the
1.8.1     systems and solution
          Training covering the use and administration of the
1.8.2     customer billing system
          Training covering the use and administration of the
1.8.3     interconnect billing system
          Training covering the use and administration of the
1.8.4     customer care system
          Training covering the use and administration of the fraud
1.8.5     management system
          Training covering the use and administration of the
1.8.6     revenue assurance system
          Training covering the use and administration of the
1.8.7     enterprise data warehouse system
1.9       Documentation
          Documentation that is provided in an electronic format,      MS = Microsoft ODF = open document format PDF = portable
1.9.1     such as MS Word, PDF, ODF, or similar                        document format
          Documentation that is cross-referenced according to a
1.9.2     consistent naming and numbering convention
          Documentation that is in standard formats with flow
1.9.3     charts and data flow diagrams
          The source code of the proposed systems and solution,
1.9.4     for internal use
          A vendor-provided update log when the documentation
1.9.5     is updated
1.10      Support and Maintenance
          Full support of the solution through user acceptance and
          sign off, as well as for a subsequent one year warranty
1.10.1    period, as part of the initial deliverable
          The option to extend full support for the solution for a
1.10.2    period of five years
          Software and application maintenance services needed
          to implement required enhancements for a total period
1.10.3    of five years
          In-country personnel with the appropriate technical
1.10.4    expertise to provide on-site support when required
          Application of necessary quality processes during the
          initial development, as well as post production support
1.10.5    and maintenance
1.11      Help Facilities
1.11.1    General
           Help screens that guide users in carrying out specific   transactions, such as order entry, bill payment, etc.
           Help capabilities that are available to assist users when
           they have a question about applications, business rules   and processes, or practices
           Help text that is accessible to users for customization   and maintenance
           An associated field prompt text, showing a range of
           values or picking lists, that is displayed upon entry to   each data entry field   Availability of separate help for error messages
           A clear explanation or reason code when an application   error causes abnormal termination
1.11.2     On-line Help Facility
           A comprehensive help facility that can be initiated on-
           line for each screen and each data item on that screen
           A help facility that is available in English and any other   language supported
           A help facility that informs the user about the functional   purpose of each screen
           A help facility that informs the user about on-line   facilities, such as screen navigation
           A help facility that informs the user about the format and   values of each data item on the screen
           A help facility that provides meaningful explanations of
           any error that occurs while the user is using a screen
           Updating of the text associated with each help screen or   error message
           On-line content sensitive help text available down to the   field level.
2          Mediation
2.1        General Requirements
2.1.1      General
           The latest technologies, such as OOAD, C/C++, and               OOAD = object oriented analysis and design    Java
           Source code, together with system documentation, to    enable in-house enhancement and maintenance
           SNMP support and generation of appropriate events               SNMP = simple network management protocol    and alarms
           Creation, formatting, and maintainance of mediation    reports
2.1.2      GUI Tasks                                                       GUI = graphical user interface
           Scheduling, prioritizing, and initiating pulling or receiving   NEs = network elements    data from selected NEs    Changing the configuration parameters of the system    Changing validation rule
           Setting the configuration parameters for event assembly    or event split    Adding, deleting, or modifying NEs                              NEs = network elements    Displaying data activity reports
           Displaying errors and alarms both in text form and    graphical form
           Specifying the required format for a given business    applicatio
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