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									Service Provision Management System
          Service Tracker for Advisory support services

                  Project Specification version 0.2

                                  Last updated: 11/29/2010
Service Provision Management System — Project Specification


Version History
Version     Date           Author              Description

0.1         18 July 07     GvM                 Initial version

0.2         24 July 07     GvM                 Added estimated number of users and location

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Service Provision Management System — Project Specification


Distribution List
Name, Job Title and Company                                        Signature   Date

Mads Svendsen, Mgmt Advisor, MCT

Tina Friis Hansen, Coordinator, MCT

Anil Soud, Advisor, Executive Office           Sign off required

Thomas Eriksson, Planning Advisor,

Akiko Yuge, Assistant Administrator
                                               Sign off required
and Director Bureau of Management

Mitchell Toomey, Chief, Portal and
Web Services Unit OIST



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    Service Provision Management System — Project Specification


1.0 Introduction
1.1 Project Overview
The main rationale for developing a Service Provision Management System is to ensure consistency and
comparability of data related to the provision of Advisory support services in the organization. These
advisory support services are delivered to Country Offices and other clients by global and regional
advisors based in HQ and in Regional Centres.

It is anticipated that this data can support the establishment of demand-driven budget processes for
internal support services. This includes internal ―markets‖ for the work of the global and regional advisors,
to ensure their work is aligned with country office needs .

Currently different service locations have different tools in place to track the Advisory support services
ranging from a manual Excel tool to a web-based service tracker. Not only do these tools differ in the
functionality they offer, they also differ in the way in which data is captured which makes impedes data
consolidation and comparison.

To ensure consistent and meaningful data comparison, it is proposed to create a common template and
platform for collecting the data related to advisory service provision. This platform can build on the tools
that are currently available in the organization but should be developed as a corporate tool available to all
service providers.

1.2 Project Objectives
                Automate and streamline the process for tracking advisory service provision
                Ensure consistent and meaningful data collection related to advisory service provision
                Improve data quality related to advisory service provision
                Provide robust tools to report on different dimensions of advisory service provision
                Reduce human effort required to consolidate data on advisory service provision

1.3 Success Criteria
                A single system developed and used in all service locations to track advisory service
                A reporting capability at the different organizational levels (including the corporate level) on
                 advisory service provision
                Consistent data gathering across the different service providers

 Internal market mechanism has been introduced in a message from Kemal Dervis, 4 December 2006
(message to all staff)
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Service Provision Management System — Project Specification


1.4 Project Team
            Anil Soud
            Mads Svendsen
            Thomas Eriksson
            Georges van Montfort
            Mitchell Toomey

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Service Provision Management System — Project Specification


2.0 Functional Specification
2.1 Functional Requirements
       Data elements in the system interface needs to be tailored to the specific service provider:
             o   Several of the drop-down selections need to be specific to the service provider (e.g.
                 advisors that can be selected, clients etc) – detailed list of these fields are provided in the
             o   Local Admin User in the service provider needs to be able to modify (i.e. add, delete,
                 change) drop-down selections – detailed list of these modifiable fields are provided in the
             o   Other selection fields are blocked and can only be modified by a Global Admin User
             o   Local Admin User needs to be able to modify local users (i.e. create, delete, change)
       Automate service request processing workflow from request to delivery and follow-up:
             o   Local users of the service provider can create and change service requests
             o   After creating a request, the requestor user can view and edit the request
             o   Users can view requests related to their local service provider
             o   In the management view of requests, organize the requests by date, type, and country
             o   Provide printer-ready version of requests to support offline requirements
       Provide sourcing management (assigning advisors to specific requests):
             o   Certain users can assign advisors to specific requests
             o   The system will allow for last minute substitutions of advisor sourcing, given the dynamic
                 nature of this process.
             o   Advisor users will receive an email indicating the request that they have been assigned to
                 at the moment of assignment and after the assignment to be prompted to complete the
                 request tracking
             o   Advisor users can view the requests that they are assigned to as well as other requests
                 related to their local service provider
       Provide master data entry to capture the expenses related to overall service provision i.e.
        operational management, and administration cost of the service provider
             o   A master data user should be allowed to enter and modify costing data related to the
                 management of the service provider (salaries, general operating expenses such as
                 utilities and rent)
       Provide reporting ability based on multiple search values:
             o   Users can generate reports using menu-based search criteria selection
             o   Provide printer-ready version of reports to support offline requirements

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Service Provision Management System — Project Specification


To view automated workflow for assigning advisors to requests, see section 2.4.

2.2 Design Assumptions
       Two service providers (Bratislava Regional Centre and Bangkok/Colombo/Pacific Centre) have
        already developed elaborate Service Request Trackers and this new system should build on
        these experiences.
       Workflow as well as look-and-feel can be leveraged from these existing systems
       The system will provide tools for the local admin user to handle User Management.
        Note: Once the system has left the development stage the technical team is not responsible for
        the delegation of roles.

2.3 Role Profiles
The following table defines the permissions afforded for each role in the Service Provision Management
System. A single user will be assigned at least one role, but there needs to be the possibility to assign
multiple roles.

Role                           Request-related Permissions                              Notes

                               Allowed to modify global drop-down selection boxes
Global admin user              Design user roles                                        2 users
                               Create/edit permissions for all users
                               Allowed to modify local drop-down selection boxes
Local admin user               Create/edit permissions for all users                    11 users

                                                                                        Bratislava 90 users
                                                                                        Bangkok 80 users
                                                                                        Colombo 60 users
                               Create/edit/view/delete requests for the service         Jo’burg 100 users
                               provider the user is assigned to                         Pacific 20 users
Advisor user                   Assign requests to advisors                              Panama 80 users
                                                                                        Trinidad 10 users
                               Generate and view reports                                Pretoria 5 users
                                                                                        Dakar 25 users
                                                                                        Lebanon 25 users
                                                                                        NY 150 users
                               Create/edit/view/delete data related to the costing of
Master data user               the service provider                                     11 users
                               Generate and view reports for the service provider the
Local report user                                                                       22 users
                               user is assigned to

                               Generate and view reports for a specific service
Global report user             provider or globally                                     25 users

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Service Provision Management System — Project Specification


2.4 Role Permissions — Request workflow including sourcing management

The system helps the user manage the request workflow from registering an incoming request to creating
feedback as part of the follow-up. User roles in this respect are set up in a simplified manner in the sense
that all activities in the workflow can be done by the Advisor user. The table below specifies the typical
steps as part of the service workflow. Note that not all steps are applicable to all service requests e.g. a
desk review- or referral- service will not need logistics to be arranged. Therefore some of these steps are
optional (as indicated in the table below).

Step   Description               Notes
 1     Register Request          Activities
       (mandatory)                   • Confirm client need
                                     • Identify key client personnel & decision-makers
                                     • Log request
                                     • Service request created in system
                                     • Terms of Reference – needs to be uploadable
 2     Define Request            Activities
                                     • Source Advisors
                                     • Detailed scope of service
                                     • Confirm schedule & timing
                                     • Update service request
                                     • Advisor(s) identified
 3     Arrange Logistics         Activities
       (optional)                    • Arrange travel (COA, flights, DSA, visas, hotel, security)
                                     • Arrange mission logistics
                                     • Update service request
                                     • Requirements note
 4     Prepare Service           Activities
                                     • Review background materials and prepare service materials
                                     • Meet/calls with client, and other relevant contacts
                                     • Internal team meetings/calls as required
                                     • Draft agenda
 5     Conduct Service           Activities
                                     • Client management meetings (optional)
                                     • Confirm approach (optional)

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Service Provision Management System — Project Specification


Step    Description              Notes
                                    • Deliver service (mandatory)
                                    • Finalized agenda (optional)
                                    • Working documents (optional)
 6      Complete Service         Activities
                                     • Final review meetings (optional)
                                     • End service action plan to client (optional)
                                     • Service deliverables packaged to client (mandatory)
 7      Review Service           Activities
                                     • Client survey (mandatory)
                                     • Update service request
                                     • Feedback questionnaire
                                     • Service deliverables uploaded into Service Management system

2.5 Role Permissions — Configuration
As indicated above, the system needs to be configurable in the sense that the options in several drop-
down boxes can be modified. Two user roles are involved in configuring the drop-down selection criteria.
The list of drop-down boxes, their values and type (i.e. global or local) is identified in the annex.

     1. Global drop-down boxes – certain fields will have to be consistent at the global level and will
        therefore only be modifiable by the Global Admin User(s). Examples thereof are service type and
        service area.
     2. Local drop-down boxes – certain fields indicate local selection criteria (such as advisor names,
        clients etc) and as such need to be modifiable by the Local Admin User(s). Their permissions
        should be limited to modifying fields related to their own service provider.

No approval is needed to confirm the modified drop-down fields. The Database that stores the requests
needs to keep the original value that was selected for that request. Therefore a log needs to be created in
which the system tracks changes to the drop-down selection criteria.

2.6 Role Permissions — Master data
In addition to capturing data related to individual service requests, the system needs to be able to capture
information on the administrative set-up of the service provider (i.e. salaries for advisors, administrative
personnel, General Operating Expenditures etc). Access to this data is limited to the Master Data user
and the navigation etc should be invisible to other users. The Master Data User is allowed to
create/edit/view/delete information related to the administrative set-up.

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Service Provision Management System — Project Specification


2.7 Role Permissions — Reporting
Report users are able to pick report criteria, generate and print reports. Reports will be tailored to provide
different levels of detail and will include raw data presented in tables as well as graphs. The Local report
user can only generate reports on the basis of data related to the service provider s/he is associated to.
The Global report user can view reports of a selected service provider or at the global level. Therefore,
the selection criteria for report generation need to take this into account i.e. the Global report user will
have an additional selection criterion to select the service provider or the global level view.

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Service Provision Management System — Project Specification


3.0 Technical Specification
Note: All code design and development for the Service Provision Management System will comply with
UNDP Corporate desktop standards.

3.1 Network Diagram
The following diagram shows the position of the Service Provision Management System relative to the
larger UNDP intranet environment.

                                                           Service Provider B

                  Service Provider A                                                                   Service Provider C

                                                           Local Admin user        Advisor

                  Local Admin user     Advisor                                                        Local Admin user      Advisor


                                       UNDP Headquarters                          Service Management System

                                                                                    Coldfusion   SQL server
                                       Global Admin user Report user

3.2 Data Interface Requirements
The system will use the following three kinds of objects, each of which may be called programmatically by
other applications (for example, PeopleSoft):
       request object
       report objects
       master data object

The system will be designed so that if a user or proxy system has sufficient rights and has provided
certified identity credentials the data within the Service Provision Management System can be accessed
via XML requests, such as:

Send all data within a request object:

Send all data regarding a master data object:

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Service Provision Management System — Project Specification


Send my action items:

All other data requirements for the tool are managed using the external LDAP directory service (for users
and permissions) and MS-SQL Server (for internal system logic).

4.0 Testing Requirements and Quality Control
Development of this tool is subject to the following kinds of testing prior to a UNDP-wide rollout:
          Software unit testing
           Software integrity must be tested against a suite of programmer-written unit test cases.
          Usability testing
           User interface (UI) must be tested against human usability standards and expectations.
          Pilot rollout testing
           Pilot version of this tool must be tested, and user feedback must be managed with bug tracking.
          Acceptance testing
           Final version of this tool must be tested against the original functional/business requirements.
          Testing of supporting materials (if applicable)
           If contracted, all training and documentation materials must be tested for accuracy and
           completeness against the UI of the final version of the tool, and a logical set of user-based tasks.
All testing must be managed using a project schedule and other traditional software project controls. Test
activities must be bought-in by all project team members. Without adequate testing, project efficiency and
long-term deployment success are compromised.

5.0 Maintenance and Future Development
The service level agreement (SLA) for post-launch support of this tool is as follows:
          The Local Admin Users and local ICT team will be the first line of support for user questions and
           issue resolution
          Escalation to OIST technical support will be supported when the first line of support can not
           resolve the issue
User training and documentation, if contracted, will reduce the support burden to both the local ICT teams
and OIST technical support (see next section). However, care must be taken to maintain training
documentation and all other materials current with any future technology changes related to the tool.
Note: All changes to the user interface will follow a change request/change management process. For
example, if changes are required to the global values used on the drop-down menus, the Local admin
user must coordinate these changes and pass along the new requirements to the Global admin user.

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Service Provision Management System — Project Specification


6.0 User Training and Documentation Requirements
Successful deployment of the new tool will require initial and ongoing user education (especially for those
service providers that currently do not have such a tool in place). Training and documentation are
required to meet the following needs:
       initial training of UNDP user base (global and local users)
       future training of newly hired UNDP personnel (global and local users)
       reference for users who have questions or difficulties using the tool
       instructions and rules for how the tool should be administered
       instructions for supporting the tool, including future code development projects
This project phase does not include the development or delivery of user training or documentation
materials. To provide for these requirements, the project must contract separately for their development,
or meet these needs using their own resources. Examples of documents that might be required include:
       user guide
       administrator guide
       online Help
       frequently asked questions (FAQ)
       classroom training (slides)
       computer-based training (animation)

7.0 Out of Scope
The following items are not in the scope of this phase of tool development:
       Feature development for functionality not specified in this document
       User training and documentation
       OIST user issue support, other than system outages and other technical errors
       OIST resources to support user management

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Service Provision Management System — Project Specification


Appendix A: Menus and Navigation Wire Frames
Example navigation pages below are excerpts from the existing tools in Bratislava Regional Centre and
the Regional Centres in Asia and the Pacific.

Regional Centres in Asia and the Pacific

Home page (admin user)                  Create a new request             Edit request

Service Deliverables                    Create feedback                  View all service records

Report selection criteria              Dynamic report capability       Dynamic report capability

This tool is located under . It has 4 levels of access: guest, admin, super
admin, and chief. A user guide explaining the system in detail is attached (UNDP Asia-Pacific Regional
Centres Services Tracker User's Guide (1 February 2007).pdf).

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Service Provision Management System — Project Specification


Bratislava Regional Centre

Home page (regular user)               Create request                     Edit request

Taxonomy of the service                Service team and effort          Service Deliverables

Create feedback

The Bratislava Regional Centre Service Tracker currently does not have a reporting facility. The tool is
located under

Data fields
Below is an overview of the different data entry fields. This is provided for information purpose on the data
structure only and should not be used to determine the look-and-feel of the tool.

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Service Provision Management System — Project Specification


Data related to individual service requests:

        request           define            logistics            prepare          conduct         complete                review

                  Basic Service Information
      1.1 Service type                     limited list                1.2 Travel required
      1.3 Service Beneficiary              limited list             + -
      1.4 Client contact person                                             1.12 Service team      default from login
      1.5 Location                     default with client
                                                                       1.13 Service handler        default from login
      1.6 Corporate initiative
      1.7 Service descr.                                                           browse…         + -
                                               Free text

      1.8 Primary Service Area             limited list            1.9 Secondary Service Area            limited list
      1.10 Primary Service line            limited list            1.11 Secondary Service line           limited list

                  Service Team Information
        2.1 Start date
        2.2 End date

        Assigned team
       2.3 Team member             search member             + -           2.4 FTE (in hours)

       2.3 Team member           search member               + -           2.4 FTE (in hours)

                                                                              Total FTE (hrs)    total from above

                  Service Cost Sharing
                                                                                            Travel DSA      Fee         Other
       3.1 Cost bearer     defaulted from above           3.2 Amount ($)

       3.1 Cost bearer     defaulted from above           3.2 Amount ($)

                                                                                            Travel DSA      Fee         Other
       3.3 Other
                                                + -          Amount ($)

                  Service Deliverables
        4.1 Service result
                                                 Free text

                                                                                                  Search          Update
        4.2 Deliverable              browse…                 + -

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Service Provision Management System — Project Specification


Master data fields

               Advisory Services HR
        5.1 Number               automatic
                                                                   5.8 Monthly ($)
        5.2 Service Team         limited list                                            UNDP    UNDP      3rd
                                                                                         Admin   Prog     party

        5.3 First Name                                             5.9 Source of Funds
        5.4 Last name
                                                              5.10 Contract Start date
        5.5 Location          default from login
                                                               5.11 Contract End date
        5.6 Title                limited list
        5.7 Level/contract       limited list                                            Search         Update

               Operational Services HR
         6.1 Number              automatic                         6.8 Monthly ($)
        6.2 Service Team         limited list                                            UNDP    UNDP      3rd
                                                                                         Admin   Prog     party

        6.3 First Name                                             6.9 Source of Funds

         6.4 Last name                                        6.10 Contract Start date
         6.5 Location         default from login               6.11 Contract End date
        6.6 Title                 limited list
         6.7 Level/contract       limited list                                           Search         Update

               General Operating Expenses

          7.1 Rent premises                              Amount ($)
          7.2 Utilities                                  Amount ($)
          7.3 Communication                              Amount ($)
          7.4 Training                                   Amount ($)
          7.5 Service contracts company                  Amount ($)
          7.6 Equipment                                  Amount ($)

          7.7 Other additional categories          + -   Amount ($)

          Total GOE ($)                                          total from above
                                                                                         Search         Update

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Service Provision Management System — Project Specification


Drop-down selection boxes
As per the specification above, drop-down selection boxes are either globally or locally defined. This to
ensure that a global drop-down box can only be changed by a Global Admin User whilst local drop-down
boxes can be maintained by the Local Admin User assigned to that specific service provider. This in order
to ensure data consistency yet allow for flexibility for the service provider.

Field    Description                                          Location          Type
 1.1     Service type                                         Service Tracker   Global
 1.3     Service Beneficiary                                  Service Tracker   Local
 1.5     Location                                             Service Tracker   Local
 1.8     Primary Service Area                                 Service Tracker   Global
 1.9     Secondary Service Area                               Service Tracker   Global
1.10     Primary Service Line                                 Service Tracker   Global
1.11     Secondary Service Line                               Service Tracker   Global
1.12     Service Team                                         Service Tracker   Local from master data
1.13     Service Handler                                      Service Tracker   Local
 2.3     Team member                                          Service Tracker   Local from master data
 3.3     Other cost bearer                                    Service Tracker   Local
 5.2     Service Team                                         Master data       Local
 5.6     Title                                                Master data       Global
 5.7     Level/Contract                                       Master data       Global
 6.2     Service Team                                         Master data       Local
 6.6     Title                                                Master data       Global
 6.7     Level/Contract                                       Master data       Global
 7.7     Other cost categories                                Master data       Global

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