Debt Counselling Business Process Template

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Debt Counselling Business Process Template Powered By Docstoc
					Category                                                                         <Organisation>
                                                                 Response
                                                                 4 - Comply
                                                                 2 - Partially
                                                                 Comply
                                                                 A - Propose
                                                                 alternative
                                                                 arrangement
                                                                 to meet
                                                                 requirement


                                                                 N/A - Not
                                                                 applicable


7.1        Funder
7.2        Contract
7.3        Organisation
7.4        Locations
7.5        Room
7.6        Practitioners
7.7        Service Type
7.8        Service Specialisation and Supervision requirements
7.9        Education
7.10       Education Template
7.11       Client
7.12       Proxy/Associate
7.13       Activity
7.14       Activity Completed
7.15       Invoice
7.16       Organisation Payer
7.17       Receipt
7.18       Client Consult Notes
7.19       Presenting needs
7.20       Outcome
7.21       Referral
7.22       Referral Followup
7.23       Service Closed
7.24       Service Support Administrators
7.25       Around the Client
  7.25.1     Serious matters
  7.25.2     Complaints
  7.25.3     Memory Joggers
  7.25.4     External feedback
  7.25.5     Client diagnostics
  7.25.6     Client Admin Notes
7.26       Linked Client Group
7.27       Linked Client Admin Notes
7.28       FRC Survey
         <Organisation>
Comments
Please provide details to support response
Please provide details to support response

Please provide details to support response




Please provide details to support response
Category




 8.1       Family Relationship Counselling
 8.2       Family Dispute Resolution
 8.3       Childrens Contact Service
 8.4       PEACE Multicultural Services
                                                   <Organisation>
Response                Comments
4 - Comply              Please provide details to support response
2 - Partially Comply    Please provide details to support response
A - Propose alternative Please provide details to support response
arrangement to meet
requirement

N/A - Not applicable   Please provide details to support response
       Relationships Australia                                                       Client Information System Project                                                                                 Version : 1.0
                                                                                                                                                                                                  Author: S Vallance
                                                                                                                                                                                                   Date : 1/17/2011
                                                                                          Functional Requirements




              Sub-Process                     Requirement                                      Type                                                 <Organisation>
                                                                                               Info - Information
 Id Name                                                                                       I - Input          Response                         Comments
                                                                                               O - Output         4 - Meets requirement with
                                                                                                                 current functionality
                                                                                               P - Processing    3 - Meets requirement with        Please provide details to support response
                                                                                                                 configuration
                                                                                               S - Security      2 - Requirement can be met        Please provide details to support response
                                                                                                                 with small modifications (1 - 3
                                                                                                                 days to design/develop)
                                                                                               W - Workflow      1 - Requirement can be met        Please provide details to support response
                                                                                                                 with substantial modification
                                                                                                                 (more than 3 days to
                                                                                                                 design/development)
                                                                                               F - Interface     A - Propose alternative           Please provide details to support response
                                                                                                                 arrangement to meet
                                                                                                                 requirement
                                                                                               M - Manual        0 - Requirement cannot be met Please provide details to support response



1.0 Funding Bodies
1.1 Ability to store high level information   Ability to store the following information for           I
    about multiple Funding Bodies             each funding body:
                                              - Funding Body Name                                      I
                                              - Contact Name                                           I
                                              - Funder type indicator (eg State, Federal,              I
                                              other)
1.2 Ability to attach Funding Bodies to                                                                P
    various contracts

2.0 Contracts
2.1 Ability to store high level information   Ability to store the following information for           I
    about multiple contracts                  each contract:
                                              - Name                                                   I
                                              - Funding Body                                           I
                                              - Contract Start Date                                    I
                                              - Contract Renewal Date (end date)                       I
                                              - Contract Amount                                        I
                                              - Contracted Organisation                                I




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                                                                                                                                                  Author: S Vallance
                                                                                                                                                   Date : 1/17/2011
                                                                                            Functional Requirements




                                                - Contract reporting requirements (eg                   I
                                                reporting cyle)
                                                - Catchment Details                                     I
2.2 Ability to define the statistical targets   Ability to set the reference data for contract          I
    outlined in the Contract                    targets as well as the target for a specified
                                                time period. (For example, in a 3 year
                                                contract, the first financial year may require x
                                                many clients to be seen for a service type
                                                and this may increase in the 2nd and 3rd
                                                years). Target reference data, values and
                                                periods may vary by service type.


3.0 Organisation
3.1 Ability to store high level information     Ability to store the following information for          I
    about the Organisation                      each Organisation:
                                                - Organisation Name                                    I
                                                - Consortium Partners (Members)                        I
                                                - ABN (if applicable)                                  I
                                                - Head Office                                          I
                                                - FRSP Organisation ID                                 I
                                                - Primary Contact                                      I
                                                - Data Entry Program (FRSP Field)                      I
                                                - Lead Agency (FRSP Field)                             I
                                                - Consortium (FRSP Field)                              I
3.2 Ability to attach Contracts to an                                                                  P
    Organisation

4.0 Locations
4.1 Ability to store identifying information    Ability to store the following information for          I
    about each Location                         each Location:
                                                - Name                                                 I
                                                - Address                                              I
4.2 Ability to attach Locations to multiple     For each Organisation the Location is                  P
    Organisations                               attached to, have the ability to store:
                                                - FRSP Outlet ID                                        I
                                                - Accessibility (FRSP Field)                            I
                                                - Opening Times (FRSP Field)                            I
                                                - Phone Number                                          I




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                                                                                                                                                   Author: S Vallance
                                                                                                                                                    Date : 1/17/2011
                                                                                             Functional Requirements




                                                 - Toll Free Number                                      I
                                                 - Fax Number                                            I
                                                 - Email Address                                         I
4.3 Ability to attach multiple Service Types                                                             I
    to Locations

5.0 Room
5.1 Ability to setup rooms for each physical                                                             I
    Location
5.2 Ability to identify if a room is a Service                                                           I
    Delivery room or a Non-Service
    Delivery room
5.3 If a room is booked for a particular                                                                P
    Service Type do not allow double
    bookings

6.0 Service Type
6.1 Ability to support multiple user defined Service Types may be added on an ongoing                    I
    Service Types                            basis as new contracts are won or created

6.2 For each Service Type ability to store       Ability to store the following information for          I
    identifying data.                            each Service Type:
                                                 - Service Type Operating Name                           I
                                                 - Service Type Contract Name                            I
                                                 - Description                                           I
                                                 - Fees Charged? Y/N                                     I
                                                 - GST applicable for cilents or organisation            I
                                                 payers? Y/N
                                                 - Manager                                              I
6.3 Ability to attach Service Types to                                                                  P
    Location
6.4 Ability to attach to a Funding Body and      The data we are required to gather will differ         P
    Contract                                     depending on the Funding Body
6.5 Ability to store Funding Body specific       Ability to create reference data about what             I
    information against each Service Type        information needs to be specifically stored for
                                                 the Service Type in the follow data entities:

                                                 - Client                                                I




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                                                                                                                                            Author: S Vallance
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                                                                                     Functional Requirements




                                             - Activity Completed (ie Service Strategies         I
                                             employed. See 6.8)
                                              - Referral                                         I
                                             - Referral Followup                                 I
                                             - Presenting need                                   I
                                             - Referral source                                   I
6.6 Ability to flag whether the Service Type If a Service Type is inactive, no new client        I
    is active or inactive                    activity can be added.
6.7 Fees charged for some Service Types Ability to support multiple fee structures               I
    vary based on location, time of day,     based on:
    concession etc
                                             - location delivered                               P
                                             - time of day delivered                            P
                                             - current health care card                         P
                                             - level of income                                  P
                                             - fixed fee per hour per client                    P
                                             - individually negotiated fees with clients        P
6.8 Current Service Types include:           - Family Relationship Counselling                 Info
                                             - Family Dispute Resolution
                                             - Men and Family Relationships
                                             - Children's Contact Services
                                             - Regional Family Dispute Resolution
                                             - Family Relationship Education and Skills
                                             Training
                                             - Specialised Family Violence Service
                                             - Family Relationship Centre
                                             - Family Services Drought Response Teams

                                            - Supporting Children After Separation
                                            Program (SCASP)
                                            - PEACE Multicultural Gambling Help
                                            Services
                                            - PEACE Multicultural HIV/HCV Services
                                            - Gambling Help Service
                                            - MOSAIC HIV/HCV Counselling Services
                                            - Post Adoption Support Service
                                            - Aboriginal Mental Health
                                            - PSP
                                            - Community Development
                                            - Support




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                                                                                                                                            Author: S Vallance
                                                                                                                                             Date : 1/17/2011
                                                                                     Functional Requirements




6.9 Attached to Service Types are Service Service Strategies vary depending on the               I
    Strategies                            Funding Body, Contract and Service Type but
                                          some examples include:
                                          - Dispute resolution
                                          - Intake and assessment
                                          - Information
                                          - Referral
                                          - Education
                                          - Skills Training
                                          - Change-over
                                          - Supervised contact
                                          - Support
                                          - Community Development
                                          - Counselling
                                          - Preparatory

7.0 Service Specialisation & Supervision Requirements
7.1 The Service types have one or more         - Counselling                                     I
    service specialisations. This is a list of
    current service specialisations:
                                               - Family Dispute Resolution
                                               - Men and Family Relationships
                                               - Children's Contact Services
                                               - Regional Family Dispute Resolution
                                               - Family Relationship Education and Skills
                                               Training
                                               - Specialised Family Violence Service
                                               - Family Relationship Centre
                                               - Family Services Drought Response Teams

                                            - Supporting Children After Separation
                                            Program
                                            - PEACE Multicultural Gambling Help
                                            Services
                                            - PEACE Multicultural HIV/HCV Services
                                            - Gambling Help Service
                                            - MOSAIC HIV/HCV Counselling Services
                                            - Post Adoption Support Service




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                                                                                                                                                      Author: S Vallance
                                                                                                                                                       Date : 1/17/2011
                                                                                                Functional Requirements




                                                    - Indigenous Community Project
                                                    - Child Consultations
                                                    - Sexual Concerns
                                                    - Sexual Abuse
                                                    - Domestic Violence
                                                    - Women's Issues
                                                    - Men's Issues
                                                    - Gender Issues
                                                    - Relationship Issues
7.2 For each Service Specialisation the                                                                      I
    ability to record how much Supervision
    is required in hours per month

7.3 The Service specialisation will impact          For each different FTE (ie 0.1, 0.2, 0.3, 0.4,           I
    on the number of practitioner hours             0.5, 0.6, 0.7, 0.8, 0.9 and 1.0 FTE), the ability
    required for each activity.                     to indicate how many practitioner hours are
                                                    available for activities and target client
                                                    numbers

8.0 Practitioner
8.1 Ability to store identifying data about         Information to include:                                  I
    Practitioners
                                                    - First name                                             I
                                                    - Last name                                              I
                                                    - Preferred name                                         I
                                                    - Start Date                                             I
                                                    - End Date
                                                    - Position/s Title                                       I
                                                    - Male/female                                            I
                                                    - Indigenous or Torres Strait Islander (ATSI)            I

                                                    - Availability - Locations providing services            I
                                                    from and on what days/hours
                                                    - Default room at Location                               I
                                                    - FTE per Position                                       I
                                                    - FRSP Worker ID per Organisation                        I
                                                    - Supervisor
8.2 Ability to flag if the Practitioner is also a                                                            I
    Supervisor




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                                                                                                                                                Author: S Vallance
                                                                                                                                                 Date : 1/17/2011
                                                                                             Functional Requirements




8.3 Ability to attach Practitioners to Service Practitioners may be attached to 1 or more               P
    Types and Service Specialisations          Service Specialisation

8.4 Ability to attach Practitioners to     Attaching a Supervisor is important as the                   P
    Supervision Requirements or a          Supervisor should also have access to view
    Supervisor                             the Practitioners client details
8.5 Ability to attach a Practitioner to a                                                               P
    Location or multiple Locations
8.6 Ability to attach a Practitioner to an                                                              P
    Organisation or multiple Organisations

8.7 Ability to attach a Practitioner to a                                                               P
    Contract or multiple Contracts
8.8 Ability to assign a default Room at a                                                               I
    Location for a Practitioner

9.0 Client
9.1 Client demographic data should only      The following demographic details must be                  I
    be stored once and should be             collected for a client.
    updatable
                                             - Title                                                    I
                                             - First name                                               I
                                             - Middle name (Second name)                                I
                                             - Last name                                                I
                                             - Preferred name                                           I
                                             - Gender                                                   I
                                             - Date of Birth                                            I
                                             - Year of Birth                                            I
                                             - Street Address                                           I
                                             - Postal Address                                           I
                                             - Home Phone                                               I
                                             - Work Phone                                               I
                                             - Mobile                                                   I
                                             - Email                                                    I
                                             - Preferred contact method
                                             - Health Care Card (HCC) Number                            I
                                             - Health Care Card Expiry date                             I
                                             - Country of Birth                                         I
                                             - If Country of Birth is not Australia - Year
                                             arrived in Australia



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                                                                                                                                                Author: S Vallance
                                                                                                                                                 Date : 1/17/2011
                                                                                          Functional Requirements




                                               - Aboriginal or Torres Strait Islander? (ATSI)          I

                                               - Preferred Language                                    I
                                               - For payable service types, indicate whether           P
                                               the default options for payment apply or an
                                               alternative arrangement has been put in
                                               place with an expiry date
9.2 Ability to store funding specific          For example the HIV/HEPC program requires               I
    information relating to each service       that the HIV/HEPC status of the person be
    type the client uses                       recorded, cultural identity, country of birth of
                                               mother and father, level of income etc be
                                               recorded for the client
                                               Services types funded by FAHCSIA have                   I
                                               specific information that needs to be
                                               recorded for clients using these service types

9.3 Ability to flag whether the client would                                                           I
    like to receive email or SMS reminders

9.4 Ability to highlight preferred contact                                                             I
    method
9.5 Ability to store Referral sources based                                                            I
    on options relevant to Service type.

9.6 Must be able to select multiple Referral                                                           I
    Sources
9.7 Ability to record whether the client has A disability may be:                                      I
    a disability
                                               - None
                                               - Intellectual
                                               - Physical
                                               - Wheelchair
                                               - Sensory
                                               - Other
9.8 Option to record a client nominated                                                                S
    code word which can be used to
    identify them
9.9 Capacity for clients to remotely access The code word could be used to grant them                  F
    their contact and activity details via the access to update their details online
    internet




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                                                                                                                                                 Author: S Vallance
                                                                                                                                                  Date : 1/17/2011
                                                                                           Functional Requirements




9.10 Ability to attach client admin notes to                                                           I
     the client
9.11 Admin notes may be viewed by                                                                      S
     Administration staff, and the
     Practitioners delivering a Service to the
     Client and their Supervisor/Delegated
     Authorities
9.12 Ability to store Serious Matters against Alert to be created                                      I
     the client
9.13 Ability to store Complaints against the                                                           I
     client
9.14 Ability to store "Memory Joggers"         "Memory Joggers" are key words that                     I
     against the client                        Practitioners write down during activities and
                                               would like to record against the client
9.15 Ability to store External Feedback        Other organisations may provide input into              I
     against the client                        the progress of a client (eg School Teachers)

9.16 Ability to flag the client as "Services     This may be done if the client has not arrived        I
     Suspended"                                  for several activities in a row without
                                                 cancelling or if they have substantial
                                                 outstanding fees.
9.17 Tick box or flag available to indicate if                                                         I
     the client is willing to be contacted for
     marketing purposes
9.18 Provide the ability to easily see if the
     client already exists in the database
     and select an already existing client if
     appropriate (eg similar to MS Vista
     search on Start button)
9.19 Provide ability to easily indicate if the
     address is unknown and if it is
     unknown automatically populate
     default unknown data.
9.20 If a user attempts to create a duplicate
     client, the user should be warned and
     shown details of the similar/same client
     which already exists in the database.




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                                                                                                                                                  Author: S Vallance
                                                                                                                                                   Date : 1/17/2011
                                                                                            Functional Requirements




9.21 Ability to flag if the Client is willing to If this is not flagged and they do not consent,
     have their identifying data uplaoded or there demographic data may still be shared
     shared with our Funding Bodies              with our Funding Bodies.
9.22 Ability to establish an Organisaiton as
     the payer for a Client's activities
     relating to a particular Service Type
9.23 Ability to flag if an Interpreter is
     required

 10 Serious Matters
10.1 Serious matters have a type which          Serious matters include the following types -           I
     should be able to be selected from a       Child Abuse& Neglect, Suicide threats,
     list or added                              Serious damage to self or others as a result
                                                of mental illness, Family & Domestic
                                                Violence.
10.2 Information relating to the identifying    The stages to be tracked are identification,            I
     and tracking serious matter needs to       consultation and reporting (which can be both
     be maintained for a client                 internal and may extend to external reporting)
                                                and follow-up
10.3 Information entered allows automatic                                                               P
     alerts to be created

 11 Client Complaints
11.1 Record the following information for a     Description of nature of complaint                      I
     customer complaint
                                                Method of complaint (telephone, written, over           I
                                                the counter, during consultation)
                                                Date of complaint                                       I
                                                Staff members who responded to complaint                I

                                                Actions taken to look into complaint                    I
                                                Was the complaint substantiated or                      I
                                                unsubstantiated with an explanation of
                                                conclusion drawn
                                                Outline the action taken by the manager with            I
                                                respect to the complaint
                                                Has the participtant been informed of the               I
                                                outcome?




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                                                                                                                                                 Author: S Vallance
                                                                                                                                                  Date : 1/17/2011
                                                                                          Functional Requirements




                                               Description of action plan developed to                I
                                               respond as a result of the complaint


12.0 Linked Client Groups
12.1 A linked client group is created when                                                          Info
     more than 1 client is attending an
     activity together
12.2 The ability to link clients together so                                                          I
     they can attend Activities together
     about the same issue/s for a Service
     Type
12.3 Ability to store client admin notes                                                              I
     against the linked client group
12.4 Ability for the linked client group to link                                                      P
     back to the client record
12.5 Ability to indicate the relationship        ie husband, wife, child, grandparents,               I
     between clients on a linked file            domestic partner, residential parent, non-
                                                 residential parent etc
12.6 Ability to indicate which client will be    Both, Party A, Party B etc                           I
     paying for the Activity

 13 Education
13.1 RA's operate community education                                                               Info
     courses. These courses may involve
     current clients or community groups.
     Individual clients (or community group
     participants) may or may not be
     charged to participate in a course. A
     course may be run just once or may
     hav
13.2 The system must allow Education or                                                               I
     Groupwork programs to be established

13.3 Allow course lists to be imported from Import Course Activities including Course                 F
     a Course/Student Management system Name, Start Date, Venue and Client Names

13.1 Ability to maintain education templates Ability to store the following information               I
                                             against a course template:




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                                                                                                                                           Author: S Vallance
                                                                                                                                            Date : 1/17/2011
                                                                                    Functional Requirements




                                          - Service Type                                        I
                                          - Course type (eg Education, Group work,              I
                                          Community Education, Information Session,
                                          Other, Networking, Promotion)
                                          - Course Name                                         I
                                          -Maximum Number of Participants/Clients               I
                                          - Course Objectives                                   I
                                          - Course Material Type                                I
                                          - Topics Addressed                                    I
                                          - Fees                                                I
                                             - Per Course                                       I
                                             - Per Person                                       I
                                             - Concessional discount                            I
                                             - Agreed session fee per person                    I
                                             - GST applicable?                                  I
                                          - Service Type Specific Information                   I
13.2 Ability to maintain details around   Ability to store the following information for
     education activities                 education activities:
                                          - Service Type                                        I
                                          - Course type (eg Education, Group work,              I
                                          Community Education, Information Session,
                                          Other, Networking, Promotion)
                                          - Course Name                                         I
                                          -Maximum Number of Participants/Clients               I
                                          - Course Objectives                                   I
                                          - Course Material Type
                                          - Topics Addressed                                    I
                                          - Fees                                                I
                                             - Per Course                                       I
                                             - Per Person                                       I
                                             - Concessional discount                            I
                                             - Agreed session fee per person                    I
                                             - GST applicable?                                  I
                                          - Postcode of Venue                                   I
                                          - Booklets or Support Materials used                  I
                                          - Practitioner                                        I
                                          - Course commencement date                            I




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                                                                                                                                               Author: S Vallance
                                                                                                                                                Date : 1/17/2011
                                                                                           Functional Requirements




                                               - Course calendar (scheduled dates and                 I
                                               session times, location and room bookings)

                                               - Course duration                                      I
                                               - Number of Activities                                 I
                                               - Other Service Type specific information              I
13.3 Other people may register interest or                                                            I
     ask to be waitlisted for a course or
     groupwork
13.4 Need to be able to record other
     activities relevant to a course/group
     work including:
     - Preparation time                                                                              I
     - Post code where delivered                                                                     I
     - Booklets or support materials used                                                            I
13.5 Need to be able to report on by                                                                 O
     community education worker:
     - number of sessions                                                                            O
     - preparation time                                                                              O
     - session time                                                                                  O
     - date                                                                                          O
     - total time                                                                                    O
     - at what time session delivered during                                                         O
     the day


14.0 Activities
14.1 For FRSP the abiliity to establish        For example, an Activity may be Client Work,           I
     Activity Types based on Service Type      Course Work, Community Development,
     and Practitioner etc                      Support, or something like Leave

14.1 Ability to book both scheduled and        Activities are normally for service type but           I
     unscheduled activities through a          may be for other non-service type related
     calendar system                           work (eg staff development day, annual leave
                                               etc). An activity may be for unscheduled
                                               activities in that a Practitioner may receive a
                                               phone call from a client and wish to record
                                               the time and activity undertaken with that
                                               client)




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                                                                                           Functional Requirements




14.2 Ability to setup the calendars to reflect For example, Practitioner A may like to setup           I
     Practitioner's availability for Activites their calendar so they have 4 Counselling
     relating to certain Service Types         Activities available for clients to be booked
                                               into each day. 3 of these Counselling
                                               activities may be existing clients and 1 may
                                               be for a new client.
14.3 Ability to easily graphically see                                                                 P
     different appointment types (eg client
     related, document preparation for
     client, professional development,
     supervision etc)
14.4 Ability to filter the calendar view to                                                           O
     display 1 or more Practitioner's
     calendars at a time
14.5 Ability to search the calendars for       For example ability to search for all available        O
     available activity appointments.          counselling activities slots for new clients for
                                               a specific service specialisation practitioner

14.6 Ability to book a client or linked client                                                         P
     group into an Activity
14.7 If an Activity is being booked for a                                                              P
     Client whose most recently "activity
     completed" behaviour is 2 'Did Not
     Attend's, provide a "Did Not Attend"
     alert to the person making the
     appointment
14.8 If the Client being booked into the                                                               P
     Activity is flagged as needing an
     Interpreter, Alert the Administrator
     booking the appointment and
     automatically print off the Interpreter
     booking form
14.9 For a booked activity, clearly see what                                                           P
     fees are applicable for the Service
     Type for the Client on the Activity




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14.10 An Activity may be recorded for a client     For example where the Practitioner is                   I
      or client group where the client or client   producing documentation for a client or
      group is not required to attend. This is     liasing with other parties or attending court or
      currently known as a Non-Contact             producing a report.
      Activity
14.11 Depending on Service Type the ability        For example, 2 Practitioner's may meet for              I
      to book an Activity with more than 1         Supervision
      Practitioner.
14.12 Ability to book an Activity without a        ie. Ability for a Practitioner to attend an             I
      Client or Client Group for a Service         Activity with unregistered clients. This may
      type                                         be a course that the practitioner is delivering
                                                   where 15 clients attended but their names
                                                   and contact details were not recorded.

14.13 Ability to assign a descriptor such as       For example: Intake Interview, Child Consult.           P
      an Activity Attribute to an Activity in
      addition to the Service Type and
      Service Specialisation
14.14 Automatically send an sms reminder to        Reminder message should include the date,              O
      clients who have an activity booked          time and location of the activity.
      within the next 24 hours
14.15 Capacity for clients to respond to the       For example Y for Yes and N for No.                    W
      reminder message with a character to
      signify they will be attending the
      activity.
14.16 Automatically produce reminder letters                                                              O
      which can be either emailed or
      manually mailed to clients when an
      Activity has been scheduled for a
      Service Type
14.17 Ability to assign no room, a room or                                                                 I
      multiple rooms to an Activity
14.18 Able to store the following information      Able to store the following information about           I
      about an activity:                           an activity:
                                                   - Date                                                  I
                                                   - Time                                                  I
                                                   - Service Type (where applicable)                       I
                                                   - Activity attribute (where applicable)                 I
                                                   - Service Specialisation (where applicable)             I
                                                   - Practitioner(s)                                       I




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                                                  - Location                                           I
                                                  - Room                                               I
14.19 When a client or client group arrives                                                            I
      for an Activity, ability to mark that
      specific arrival against the Activity
14.20 Easily allow Practitioners and Service                                                          O
      Administrators to see which clients
      have arrived for an Activity
14.21 If a client booked an Activity for a date                                                       O
      after their Health Care Card is due to
      expire, provide an alert to warn the
      Admin User so they can alert the Client

14.22 Activities may be scheduled for a                                                                P
      minimum of 5 minutes. The default
      timeslot would typically be an hour.
      There is no maximum timeslot
      although beyond 8 hours is unlikely
14.23 For FAHSCIA Service Type Activities,                                                             P
      only those greater than 15 minutes in
      length can be uploaded to FRSP
      Online

  15 Activity Completed
 15.1 Activity completed data to be collected                                                          P
      will vary dependent on the Service
      Type delivered
 15.2 For a Client Activity for a Service Type,
      easily allow administration staff to see
      if payments are outstanding and
      overdue
 15.3 If an Activity has not been marked as                                                           W
      arrived 15 minutes after the start time,
      provide an alert requiring permission to
      mark the Activity as "Did Not Arrive"

 15.4 After an activity has been completed,       Able to store the following information about        I
      the ability to enter the following          an activity:
      information:
                                                  - # Unregistered Clients who attended                I




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                                                                                          Functional Requirements




                                                - Duration                                           I
                                                - Preparation Time                                   I
                                                - Service Strategy (dependent on Service             I
                                                Type)
                                                - Presenting Needs of the Client/Linked              I
                                                Client Group (dependent on Service Type)
                                                - Outcome/Client Feedback (dependent on              I
                                                Service Type)
                                                - Referrals made (dependent on Service               I
                                                Type)
                                                - Client Diagnostics                                 I
                                                - Client Consult Notes                               I
                                                - Aadditional information as required for the        I
                                                Service Type
 15.5 Allow Presenting Needs to be added                                                             I
      which will be according to a
      predetermined list as specified for the
      Service Type
 15.6 Ability to store multiple Presenting       Presenting needs should be date stamped to          I
      Needs                                      allow tracking over a period of time
 15.7 Ability to store the client being referred                                                     I
      to another Agency according to the
      referral agencies established for the
      Service Type
 15.8 It must be possible to record a referral                                                       I
      follow-up date and outcome against
      each referral made at a later date

 15.9 Client Consult Notes may only be                                                               I
      viewed by the Practitioner who wrote
      them, their Supervisor/s and any other
      delegated authorities
15.10 Abililty to barcode hand written client                                                       W
      consult notes so they can be scanned
      in and automatically attached/matched
      to the Activity




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15.11 If a fee is applicable to the service   Ability for Admin to enter a negotiated                   P
      type, the fees due should automatically discount amount if applicable
      be generated dependent on their
      payment profile for the service type

15.12 - The ability to split the fees between                                                           P
      multiple clients
15.13 The user should be able to enter the                                                              I
      amount tendered, who paid for the fee
      and by what means
15.14 The user should be able to print a                                                               O
      receipt for each client paying a fee
15.15 If the client has outstanding fees,
      receipted amounts should be allocated
      to the oldest outstanding amount first

15.16 Allow non-service related fees to be
      added and receipted for a client (eg for
      a book or pamphlet purchase or for
      stamps etc)
15.17 Where required must be able to                                                                   O
      Invoice for an Activity
15.18 Must be able to book repeat activities An example of this is a schedule of Child                  I
      for a client or linked client group for a Contact Changeovers
      Service type
15.19 Must be able to delete repeat activities                                                          I
      for a client or linked client group

15.20 For certain Service Types, the ability to                                                         I
      book multiple Activities against a
      Practitioner at the same start time
15.21 For certain Service Types, the ability to
      book multiple Activities in the same
      room at the same start time
15.22 If an Activity is booked for a Client for a An example of this is Child Contact                W, O
      Service Type at a different Location to Changeovers
      where they usually have Activities,
      notify Admin staff via email of the
      Activity details




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                                                                                            Functional Requirements




15.23 Allow client activities to be cancelled                                                         I, O
      with reasons provided and retain the
      record of cancelled activities in the
      client history and Practitioner's
      calendar
15.24 For FAHCSIA Service Type                                                                          P
      cancellations, only those cancelled on
      the day of the activity/appointment can
      be uploaded to FRSP Online

15.25 Allow client activities to be easily re-                                                          P
      scheduled with reasons provided and
      re-scheduled appointments are
      retained as part of the Client's activity
      history
15.26 For a "Did Not Arrive" activity                Must be able to record the following               I
      completed, be able to specifically             information:
      identify which client cancelled or did
      not attend and which client may have
      attended and how long the activity was
      meant to run for
                                                     - Which client(s) did not attend                   I
                                                     - Which client(s) did attend                       I
                                                     - Who cancelled the appointment (RA, the           I
                                                     client, no show, legitimate reason)
15.27 Provide the ability to invoice for a "Did As per a Cancellation Policy a fee (which will          I
      Not Arrive"                                    vary based on Service Type and Location)
                                                     may be charged to activities cancelled less
                                                     than 24hours before the activity without a
                                                     legitimate reason.
15.28 If a Client is attending their first, third or Ability to store multiple client                   I
      last Activity for the Service Type they outcomes/feedback against an Activity.
      will need to complete the Client
      Feedback/Outcome Form

   16 Calendars
 16.1 Be able to view one or more                                                                      O
      Practitioners calendars at the same
      time




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                                                                                         Functional Requirements




16.2 Easily be able to view a Calendar for a:                                                       O

       - Day                                                                                        O
       - Week                                                                                       O
       - Month                                                                                      O
16.3   Ability for a Practitioner to setup                                                          F
       regular synchronisation of their
       Calendar with their Microsoft Outlook
       calendar
16.4   Be able to view a calendar by Room                                                           O
16.5   Be able to view a calendar by Client                                                         O
16.6   Practitioners can view other                                                                 S
       Practitioners calendar to see their
       availability but can not see Client
       details unless they are the Supervisor
       to the Practitioner or a Delegated
       authority
16.7   Provide the ability to view calendars by                                                     O
       location by room for a day or a week

16.8 Administative staff should be able to        An Admin staff member will need to be able        O
     view all Calendars for their Location        to view the calendars of Practitioners who
     and Service Types                            work in certain Service Types from all
                                                  Locations but also all Calendars of
                                                  Practitioners who work in their Location

 17 Closing Service Types for
    Clients
17.1 When Clients no longer need to attend                                                         Info
     activities for a service type they are
     given a final Outcome form
17.2 For some Service Types we are           For example, Certificate Issued, Completion           Info
     required to record closing information. Reasons, Needs Addressed, Parenting
                                             Agreement Outcome, Parenting Agreement
                                             Type.
17.3 The ability to store Closing Reference                                                          I
     questions or fields against the Service
     Type




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 17.4 The ability to store Closing Information                                                  I
      against the Client's last activity for the
      Service Type that is being closed
      including date closed and information
      required by the service type


  18 Financials
 18.1 Must be able to include GST on                                                            P
      invoices to clients or organisation
      payers where it is applicable for the
      service type
 18.2 Functionality to email invoices                                                          O
 18.3 Allow credit notes to be created by                                                      P
      authorised users
 18.4 Allow invoices to be bad-debted by                                                        P
      authorised users
 18.5 Allow invoices to be paid or partially                                                  P/O
      paid and receipts created
 18.6 Allow pre-payments to be made by                                                          P
      clients for future services
 18.7 Produce a bank deposit report which     RA Locations have separate accounts for          O
      shows a list of receipts receipted for  EFTPOS and Cash/Cheque
      the period by cash, eftpos and cheque
      for the location - by location and/or
      bank account
 18.8 Produce an end of day balancing                                                          O
      interface file which can be uploaded
      into a finance system
 18.9 Allow refunds to be issued by                                                           P/S
      authorised users
18.10 Easily allow statement to be generated                                                   O
      with the option of printing credit
      amounts
18.11 Easily allow Statements to be re-                                                        O
      printed
18.12 Easily allow journal entries for credit                                                   P
      notes, reversing invoices and/or
      receipts (raised incorrectly) by
      authorised users



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18.13 Easily allow journal entries for bad debt                                                             P
      reversals by authorised users -
      permissions from delegated
      management staff to be included.
18.14 Provide daily audit trails of all financial                                                          O
      transactions
18.15 Allow transfer of funds by journal entry For example, PSP program pays for one of                     P
      between Service Types                       their clients to attend Counselling provided
                                                  under a different Funding Contract.

   19 Point of Sale
 19.1 The reception desk at many RA's                                                                     Info
      Locations operates similar to a Point of
      Sale cash register for Services.
 19.2 The system should allow the admin                                                                    O
      staff to easily find and display a list of
      Activities and outstanding fees
      associated with those activities for a
      particular Client
 19.3 Clearly display the amount due                                                                       O
 19.4 Allow the Admin user to apply a                                                                      I
      discount to a particular fee/Activity
 19.5 Allow the Client to pay part or all of the                                                            P
      total fees dues
 19.6 If the client has outstanding fees,                                                                   P
      receipted amounts should be allocated
      to the oldest outstanding amount first.

 19.7 Against a client, easily allow a non-        ie. a receipt not related to an Activity for a           I
      service related receipt to be created.       book, pamphlet or photocopying
 19.8 Produce a receipt for the Activity/non-      The receipt should include:                             O
      Service related purchase
                                                   - Unique receipt number                                 O
                                                   - GST if applicable                                     O
                                                   - Transaction date                                      O
                                                   - Itemised list of Activities/non service related       O
                                                   purchases
                                                   - Amount Paid                                           O
                                                   - Amount Outstanding                                    O
                                                   - Invoice Number                                        O




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                                                                                           Functional Requirements




 19.9 Transactions must be able to be                                                                  P
      voided and/or cancelled and records of
      such changes must be retained on the
      audit record
19.10 Ability to store the Client's credit card                                                        P
      details (with their consent) and their
      authorisation to automatically charge
      their card after each activity.

   20 Audit trail
 20.1 The system should store a complete          Audit trail should be searchable by system           S
      audit trail of all activity within the      area. Ie, financials, activity, client etc
      system
 20.2 Audit trail must be printable for                                                               O
      specified days or areas (eg client)

  21 Alerts                                       inc. Domestic Violence, Reporting and
                                                  Serious Matters
 21.1 On a client it must be easy to add an                                                            I
      alert if Domestic Violence is an issue

 21.2 Must be able to provide additional          For example, is a restraining order in place?        I
      details on the nature of the Domestic If yes, what expiry date does it have? Which
      Violence                                    other parties are in danger?
 21.3 Easily print out violence notes showing                                                         O
      the Client Identifier - general notes and
      Practitioner only notes
 21.4 On a client it must be easy to add an                                                            I
      alert for other issues - or to customise
      an alert
 21.5 Must be able to provide additional                                                               I
      details on the nature of the issue
 21.6 Easily print out other alert notes                                                              O
      showing the Client Identifier
 21.7 On a client or Activity it must be easy                                                         O
      for the user to see if an alert exists for:

      - domestic violence                                                                             O
      - any other defined alert                                                                       O




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 21.8 Alerts must be easily identified on a                                                           O
      client or activity screen either by time
      presented to user, colour or animation

 21.9 Provide alerts to the appropriate staff                                                         W
      member when funding body reports or
      data uploads are required
21.10 Ability to flag against a client if a      For example, in the case of Family Dispute            I
      particular service type should not be      Resolution the Practitioner may advise that
      delivered to the client without the        mediation is not the appropriate path for a
      express permission of a Practitioner or    client and hence would need to flag that
      Manager.                                   against the client so Admin know not to book
                                                 any further appointments without the
                                                 Practitioners permission.

  22 Helpline Services Activity
     Completed
 22.1 Some Service Types will provide a                                                              Info
      Helpline Service. When using a
      Helpline Service clients may not be
      willing to identify themselves.
 22.2 For Helpline activities need to be able    Record the following information relating to a        I
      to record details about the call           helpline call:
                                                 - Practitioner who took the call                      I
                                                 - Duration of the call                                I
                                                 - Call notes                                          I
                                                 - Client (if known)                                   I
 22.3 Helpline activities should be attached                                                           P
      to a Practitioner and where possible a
      Client
 22.4 For security reasons Helpline call                                                               S
      notes can only be accessed by the
      Practitioner who delivered the Service
      and their Supervisor and delegated
      authorities

  23 Enquiries




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                                                                                         Functional Requirements




23.1 When reviewing a client, the ability to                                                        O
     easily see at a summary level what
     service types they have received,
     cancellation behaviour, activities that
     have been completed, current financial
     status, referrals, outcomes,

23.2 The ability to easily view a client
     calendar for:
     - a day                                                                                        O
     - a week                                                                                       O
     - a month                                                                                      O

 24 Reporting
24.1 Provide a dynamic reporting tool that                                                          O
     allows us to easily produce custom
     reports on any field and relationship in
     the system
24.2 The reporting tool should have a user-                                                          F
     friendly interface and not require
     technical expertise or training to use
24.3 Capacity for outcome reporting           The ability to report of inputs vs outputs            O
                                              based on things such as number of Activities
                                              and Client Feedback
24.4 All reports, both system built and                                                             O
     custom built reports should be able to
     be saved and pinned to menus so that
     they can be used again and again

     Examples of reports:
24.5 Allow a report to be produced for a       The report show show the following:                  O
     Service Type at a Location in a
     specified date range that shows
     Activities and Clients/Linked Client
     Groups
                                               - Activity                                           O
                                               - Client/s attending                                 O
                                               - Activity Start Time                                O
                                               - If Client is a Child                               O




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                                                                                           Functional Requirements




                                                  - Relationship between clients attending the        O
                                                  Activity
                                                  - Duration of Activity                              O
                                                  - Activity Attribute                                O
                                                  - Fees                                              O
                                                  - Outstanding Fees                                  O
                                                  - Special Comments                                  O
                                                  - Alerts (ie DV)                                    O
 24.6 Print Client Details Summary to be          This report should include the following            O
      placed inside the physical client file      information:
                                                  - Client name                                       O
                                                  - Service Type                                      O
                                                  - Date, time and details of first Activity          O
                                                  - Practitioner                                      O
                                                  - Contact phone number                              O
                                                  - Confidentiality details                           O
                                                  - Violence alert and associated information         O
                                                  - Any other alerts and associated information       O

 24.7 Easily allow standard letter templates                                                           P
      to be created (eg Invitation Letters,
      Activity Reminder Letters)
 24.8 Easily allow standard letters to be                                                            P/O
      printed for clients and include a copy of
      the letters printed in the Client history

 24.9 Allow Practitioners to easily see a list                                                        O
      of their current clients by location
24.10 Allow Practitioners to easily see a list                                                        O
      of their clients between dates specified
      by location.
24.11 Allow Activities for a day or week to be Criteria used may include:                             O
      printed out
                                               - Practitioner                                         O
                                               - Location                                             O
                                               - Room                                                 O
24.12 Easily report on the revenue received                                                           O
      at each location by Service Type for a
      nominated period.




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                                                                                               Functional Requirements




24.13 Easily report on the revenue raised                                                                 O
      (invoices raised) at each location by
      Service Type for a nominated period.
24.14 Easily report on the cash received                                                                  O
      (receipts) at each location by Service
      Type for a nominated period.
24.15 Easily report on activities undertaken                                                              O
      on day in a given location showing:
                                                   - Activities for Practitioners which show              O
                                                   Service Type, client(s) attending, whether the
                                                   booking has been kept or not, invoiced or not,
                                                   receipted or not, if paid, by what option (cash,
                                                   credit, cheque etc), gst and totals

                                                   - Receipts received for other invoices,                O
                                                   services or products
                                                   - Provide totals for the total invoices created        O
                                                   on the day
                                                   - Provide totals on the receipts received for          O
                                                   the day by cash, credit and cheque
24.16 Need to be able to create reports for                                                               O
      Service Types and Clients/Client
      Groups which include being able to
      report on any data field.
24.17 Need to be able to report by                                                                        O
      Practitioners number of Activities kept
      and not kept
24.18 Need to be able to report by Clients at                                                             O
      a specified location(s) number of
      Activities kept and not kept
24.19 Report on Practitioner Activities                                                                   O
      including number of services hours,
      number of cancellations, fees
      generated, average fees per service
      hours, fees collected, clients at start of
      period, new clients during period,
      clients no longer using Service and
      averages




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                                                       Functional Requirements




24.20 Report on Service Type showing by                           O
      location, number of activities, services
      hours, number of cancellations, fees
      generated, average fees per service
      hours, fees collected, clients at start of
      period, new clients during period,
      clients no longer attending service and
      average number

24.21 Report on Location by Practitioners,                        O
      showing number of activities, services
      hours, number of cancellations, fees
      generated, average fees per service
      hours, fees collected, clients at start of
      period, new clients during period,
      clients no longer using Service and
      averages
24.22 Report by region of each client by                          O
      Practitioner showing how many
      activities, each activity attended by
      type including Did Not Arrive activities

24.23 Report on Cancellations or DNA (did                         O
      not arrive) showing the number of
      clients who have had different types of
      non-arrival activities (counting each
      cancelled activity once)
24.24 Report on activities showing the total                      O
      number that ended up with a non-
      arrival activity (counting each cancelled
      activity time only once)
24.25 Report on Practioner Client/Client                          O
      Group Load showing the number of
      clients that each Practitioner has
      based on different date ranges
24.26 Report on Practitioner Availability                         O
      showing the number of free activity
      times between specified dates




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                                                                                            Functional Requirements




24.27 Report on Internal Supervision based                                                              O
      on the number of supervision activities
      and hours run by a particular
      Practitioner and who has received a
      supervisions Activity over a specified
      period of time
24.28 Report on External Supervision Report                                                             O
      showing the number of hours and the
      Practitioners who have received a
      supervision activity as well as what the
      organisation has been charged for the
      time
24.29 Report on Financial Activity                                                                      O
24.30 Record contract target numbers and                                                                O
      report on monthly client target v actual
      numbers
24.31 Record contract target numbers and                                                                O
      report on monthly client target v actual
      numbers adjusted for annual trends

24.32 Customisable End of Day reports            For example:                                           O
                                                 Report that all activities have had activity           O
                                                 completed details entered in for them by
                                                 Location and/or Practitioner
                                                 Report that all activities that have not had the       O
                                                 activity completed details entered in for them
                                                 by location and/or Practitioner
                                                 Report on invoices produced and receipts               O
                                                 received for a nominated period.
24.33 Report on Client Outcomes                  Ability to run this report based on the                O
      (Feedback) for a specified date range      following criteria:

                                               - Practitioner
                                               - Location
                                               - Service Type
24.34 Ability to run all reports as a          For example, compare Client Outcomes for                 O
      comparison/trend report that displays this Financial Year in comparison to Last
      the results for 2 or more specified date Financial Year.
      ranges




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24.35 Ability to run all reports grouped by                                                          O
      Contract, Funding Body, Organisation
      or Service Type
24.36 Ability to export reported data to Excel                                                       O

24.37 Authorised people must be able to
      easily query statistical data, for
      example:
24.38 - how many men participated in the
      service type relationship counselling
      over a particular time frame where
      serious matters were present.

  25 Users & Security
 25.1 Need to be able to add different types     Need to be able to add the following types of        I
      of users.                                  users to the system:
                                                 - System Administrators
                                                 - Practitioners
                                                 - Service Support Administrators
 25.2 Need to be able to specify the security                                                         S
      and access privileges for each type of
      user
 25.3 Service Support Administrators should                                                           S
      be able to book activities for all
      Practitioners in all Locations
 25.4 Practitioners should be able to add,     For example, consult notes, presenting                 S
      view and modify their own Clients or     needs, referrals etc
      where they have been delegated
      authority and Activities and add details
      associated with both
 25.5 Service Support Administrators may
      enter presenting needs, referrals,
      consult notes etc for Activities
      completed for Organisations they have
      access to
 25.6 Practitioners who also Supervise other                                                          S
      Practitioners should be able to view
      their own Clients and Activities as well
      as the Clients and Activities of the
      Practitioners they supervise




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 25.7 A supervisor or a Practitioner may also
      add a delegated authority for a Client
      to allow them access to details on the
      Client, Client Consult notes etc

 25.8 Users may only report on client and                                                          S
      activity information to which they have
      access
 25.9 All User accounts should use Windows                                                         S
      Authentication to login to the system

25.10 All user activity should be recorded in a                                                    S
      comprehensive audit log

  26 System Navigation
 26.1 System should be user friendly                                                              F
26.11 Users should be able to easily search Users may wish to frequently search for the           O
      for information in the system based on following:
      any field
                                                 - Client/Client Linked Group
                                                 - Practitioner
                                                 - Location
                                                 - Activity Type
                                                 - Clients by Service Type
                                                 - Practitioners by Service Type
                                                 - Location by Service Type
                                                 - Practitioners by Service Specialisation
                                                 - Practitioners by Supervisor
26.12 Users should only be able to search for                                                     O
      clients/activities that are allowed within
      their security profile
26.13 Users should be able to customise the For example if the search results return a list        F
      interface to a certain extent particularly of data they should be able to choose the
      in regards to search results and lists     order of the columns


  27 FRSP Online - see separate Web
     Services Interface Req
     worksheet




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                                                        Functional Requirements




27.1 For Service Types funded by FAHCSIA                          Info
     client and activity details must be
     regularly uploaded to their online data
     collection system, FRSP Online via a
     Web Services Interface
27.2 The vendor must agree to develop a                           Info
     Web Services Interface according to
     specifications provide by FAHCSIA
     and become and accredited FAHCSIA
     supplier
27.3 The vendor must establish a working                          Info
     relationship with FAHCSIA to respond
     to any proposed changes.

 28 Online Counselling
28.1 RANSW currently delivers an online
     counselling service that is chat based.
     This service could possibly expand in
     the future to be delivered by other RA's
     but also be delivered via video, voice
     or other means.
28.2 Web services provision for online
     bookings
28.3 Ability to create a new Client
28.4 Ability to link to an existing client if the
     Client already exists within our system

28.5 Ability to present the Client with an
     online consent form and to record their
     consent within the system.
28.6 Ability to accept online credit card
     payments prior to the online
     counselling appointment
28.7 Record the chat, voice or video
     recording and store it in the Client
     Consult Notes attached to the Activity


 29 Marketing




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                                                                                       Functional Requirements




29.1 For clients who indicate they are willing
     to receive information about RA
     courses and/or other services, the
     following marketing activities are
     required:
29.2 Ability to select clients appropriate for a                                                  O
     specific marketing campaign based on
     demographic details and service types
     used.
29.3 Mail Merge facility for either:                                                             P, O
     - Posting direct mail; or                                                                    O
     - Emailing direct mail                                                                       O
29.4 Maintain a record of what marketing         Include this against the Client                  W
     campaigns have been distributed to
     which clients

 30 Surveys
30.1 Currently we run a FRC Survey which                                                         Info
     is not attached to any Clients, Activities
     or Practitioners.
30.2 Ability to create surveys in the system                                                       I
     so that data can be collected and
     stored
30.3 Ability to upload this data to FRSP                                                          O
     Online if required
30.4 Ability to report on Survey results                                                          O
30.5 Ability to attach a Survey to an                                                             I
     Organisation
30.6 Ability to set a Start Date and End Date                                                      I
     on a Survey

 31 Archiving Data
31.1 System needs to support the concept                                                           P
     of archiving activities for service types
     which are marked as complete for
     clients




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                                                                                                                                                Author: S Vallance
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                                                                                          Functional Requirements




31.2 System needs to support the concept                                                             P
     of archiving clients which have not had
     activities recorded for them since a
     certain date
31.3 System needs to support the ability to                                                          P
     easily restore archived data based on
     specific criteria (eg client, service type,
     date range etc)
31.4 System needs to support the concept                                                             P
     of archiving Service Types which are
     marked as inactive

 32 Ease of Use
32.1 Ability to set default values for input
     fields by Service Type
32.2 Ability to vary default responses
     dependent on the type of information
     entered (eg if a client is a child a
     different set of defaults will be
     required)
32.3 Ability to provide user help for input
     fields by Service Type
32.4 Ability to establish validation for input
     fields by Service Type
32.5 Ability to store forms in the system          For example, an Interpreter Booking Form

 33 Waiting List Management
33.1 If a client is requesting to participate in                                                     P
     a service type where demand exceeds
     supply, it should be easy to add them
     to a waiting list and add information
     regarding their preferences in terms of
     managing their wait time (ie what is
     more important - fastest appointment v
     only able to attend an appointment on
     specific days or times, location of
     where they can be seen, male or
     female Practitioner etc)




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 33.2 For a client who decides they no longer                      P
      want to remain on a waiting list,
      provide the ability to remove and
      record reasons (eg wait too long,
      accessed another service, issue
      resolved etc)
 33.3 Ability to easily report on the waitlist
      include:
 33.4 - by service type, an aging report of                       O
      how many clients have been on the
      waitlist 30 days, 60 days and 90 days
      +) based on user defined criteria (eg
      location, time preferences, Practitioner
      preferences etc)

 33.5 - for those that have requested to be                       O
      removed from the waitlist a report on
      why they are no longer on the waitlist

 33.6 From the waitlist query, need to be                          P
      able to easily drill down to client/case
      details
 33.7 Must be able to easily allocate a client                    W
      on a waitlist to an appointment
      available on a Practitioner's calendar
 33.8 Once a client has an appointment, they                       P
      should be automatically removed from
      the waitlist
 33.9 Allowing sorting of the client waitlist by                  O
      program in a similar way to an Excel
      Sort, so that all the list can be sorted
      by office location, day appointment
      required, time appointment required,
      date of first contact, Status of
      Waitlisted or Intake Interview

33.10 When filling a new client appointment                        P
      slot easily be able to call up the next
      available client on the wait list




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 34 Transactions
34.1 It may be from time to time that                        Info
     services or receipts need to be entered
     for historical dates
34.2 Only users with appropriate access
     may enter back-dated transactions.
     Appropriate audit-trail notes must
     accompany back-dated transactions.


 35 Child Contact Services
35.1 For a Linked Client Group, easily                         P
     establish a contact schedule which is
     Practitioner independent (eg 15 minute
     changeover every 2nd Friday at 6.30
     pm for a year)
35.2 On the contact schedule, indicate                         I
     which clients from the case will be
     attending
35.3 Allow a report to be produced which
     shows the following details but is
     limited to 1 line per Linked Client
     Group:
     - which clients are attending at what                    O
     time on a day
     - which of the clients are the child,                    O
     residential parent, non-residential
     parent or other (eg grandparents)
     - the duration of their Activity                         O
     - if the service type/strategy is a                      O
     change over or supervision
     - what they will be charged for the                      O
     Activity
     - whether they have any fees                             O
     outstanding
     - any special comments relating to the                   O
     Activity




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 35.4 On a hand held device, easily allow a                     P
      Practitioner to record attendance and a
      Activity
 35.5 On a hand held device, easily allow a                   P/O
      Practitioner to record and print an
      invoice and/or receipt for a Activity
 35.6 On a hand held device, easily allow a                   P/O
      Practitioner to record a pre-payment
      for a future Activity
 35.7 On a hand held device, easily allow a                    O
      Practitioner to view outstanding fees

 35.8 On a hand held device, easily allow a                     P
      Practitioner to reconcile the cash they
      have collected on that day.
 35.9 Child contact services provide other                    Info
      services as well which may or may not
      require invoicing from.
35.10 Must be able to record other services                     I
      such as a Preparing an Observational
      Report or Making a Court Appearance
      for a client
35.11 Must be able to invoice for these other                   P
      services. The invoices may be to other
      organisations such as legal firms, the
      government or bodies not specifically
      associated with the case.

35.12 Must be able to indicate on invoices                      P
      whether GST will or will not be charged


  36 Proxy, Support Person or
     Associate




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36.1 Sometimes a client will bring along a                                                           Info
     support person to an appointment.
     This person is not a client and does not
     activitely take part in the appointment
     and is simply there to support the
     client. We need to be able to record
     these peoples names and attach them
     to the Client or Linked Client Group.

36.2 For Child Contact Service, one or both For example a Proxy may be a new partner,                Info
     or the child's parents might nominate a step parent, aunty, uncle, grandparent etc.
     Proxy as a person who can pick the
     child up from a hand over appointment.
     These proxies need to be in the
     system so they can be allocated to an
     Activity. They do not need to be
     registered as Clients but do need to be
     attached to Clients

36.3 The ability to record Proxies, Support     For each Proxy, Support Person or Associate            I
     People and Associates in the system        the ability to record the following information
                                                where needed:
                                                - First Name                                           I
                                                - Last Name                                            I
                                                - Home Number                                          I
                                                - Mobile                                               I
                                                - Address                                              I
                                                - Relationship to Client                               I
                                                - Confidentiality requirements have been               I
                                                agreed to
36.4 Ability to attach one or more Proxies,                                                            I
     Support People and Associates to a
     Client
36.5 Ability to attach a Proxy to an Activity
     along with a Client so the Practitioner
     and Admin know to expect them.




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                   Sub-Process                                Requirement

 Id Name




1.0 Department of Family, Housing, Community Services and Indigenous Affairs (FAHCSIA) FRSP Online
1.1 A web services link must be developed between the
    product and the FAHCSIA FRSP Online System. The
    web services link will need to be developed according
    to defined protocols as specified by FAHCSIA. The
    defined protocols and accreditation process
    documentation will be available from 15 January 2009.
    RASA will email this documentation to all suppliers who
    have indicated that they will be responding to the RFP.
                Type                                                                    <Organisation>
                Info - Information
                I - Input            Response
                O - Output           4 - Meets requirement with current functionality

                P - Processing       3 - Meets requirement with configuration
                S - Security         2 - Requirement can be met with small
                                     modifications (1 - 3 days to design/develop)

                W - Workflow         1 - Requirement can be met with substantial
                                     modification (more than 3 days to
                                     design/development)
                F - Interface        A - Propose alternative arrangement to meet
                                     requirement
                M - Manual           0 - Requirement cannot be met


ndigenous Affairs (FAHCSIA) FRSP Online system
                                F
               <Organisation>

Comments


Please provide details to support response
Please provide details to support response


Please provide details to support response


Please provide details to support response

Please provide details to support response
             Relationships Australia                                                          Client Information System Project                                                                  Version : 1.0
                                                                                                                                                                                            Author: S Vallance
                                                                                                                                                                                             Date : 1/17/2011
                                                                                                   Functional Requirements




                                                                                      Response                          Comments
                                                                                      4 - Comply                      Please provide details to support response
                                                                                      2 - Partially Comply            Please provide details to support response
                                                                                      A - Propose alternative         Please provide details to support response
                                                                                      arrangement to meet requirement

                                                                                      N/A - Not applicable              Please provide details to support response

Training                       Online training courses for administrators

                               Online training courses for end-users

User Group                     User group which meets regular to discuss issues

                               User group which contributes to system roadmap and
                               development

Best Practice                  Discussion forums to promote best practice processes


Product roadmap                Please provide your product roadmap for the next 3
                               years

Other value add
items




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                                                                                                                                Author : S. Vallance
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                                                         User Numbers and System Statistics
            Area                     Details
Id      Name




      1 Number of users        1.1    User numbers for the system:




                                      RASA
                                      RAWA
                                      RANSW (to be advised)

      2 Number of Clients      2.1    As at 30 June 2008, number of Clients




                                      RASA
                                      RAWA
                                      RANSW (to be advised)

      3 Number of Cases        3.1    As at 30 June 2008, number of Cases (Case is the term used to link
                                      multiple client information)




                                      RASA




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     Amdel Ltd                                                                 Commercial Systems                                                                                  Versions: 1.0
     Information Systems                                                                                                                                                      Author : S. Hajszan
                                                                                                                                                                                Date : 1/17/2011
                                                                             Technical Requirements

           Area                         Requirement                                                                                                    <Organisation>
Id     Name                                                                                                          Response                          Comments
                                                                                                                     4 - Comply                        Please provide details to support response
                                                                                                                     2 - Partially Comply              Please provide details to support response
                                                                                                                     A - Propose alternative           Please provide details to support response
                                                                                                                     arrangement to meet requirement

                                                                                                                     0 - Do not Comply                 Please provide details to support response
     1 RASA IT Infrastructure     1.1 Demonstrate compliance with RASA's IT Infrastructure Architecture
       Architecture
                                          a) Product operating on Windows 2003 Server
                                          b) Product operating on Terminal Server
                                          c) Product operating on VMWare Virtual Server
                                          c) Client operating on:
                                             - Windows Vista workstation
                                             - Windows XP workstation
                                             - Windows XP thin client
                                             - Iphone
                                             - Blackberrry
                                          d) Clients and Servers operating over:
                                             - TCP/IP based Switched Ethernet (100mb/sec LAN)
                                             - TCP/IP WAN run over IP Network over ADSL
                                  1.2   Define:
                                          a) Peripheral support for the application:
                                             - Printers
                                             - Portable data entry units ie Barcode Scanners
                                             - Docket/Receipt Printers
                                             - Other
     2 Supporting Products        2.1   Demonstrate any supporting products that are necessary for the
                                        successful execution of the software
                                  2.2   Identify what products are included in the license fees
     3 User Interface             3.1   Demonstrate:
                                          a) All GUI environments supported
                                          b) GUI standards utilised throughout product and across client platforms

                                        c) Navigation through product
                                        d) User assistance and Help facilities
                                        e) Explain what capabilities are not available or different under client
                                        platforms supported
                                        f) Support for novice, intermediate and power users
                                        g) Access/launching of applications while within product
     4 Application architecture   4.1 Describe:
                                        a) Application architecture


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Amdel Ltd                                                            Commercial Systems                                                 Versions: 1.0
Information Systems                                                                                                                Author : S. Hajszan
                                                                                                                                     Date : 1/17/2011
                                                                   Technical Requirements

                               b) Integration between applications in product suite and within
                               application functions
                               c) Real-time updating capabilities
                               d) Identify online and batch processing components
                               e) Batch scheduling capabilities
                               f) Workflow capabilities
                               g) Messaging environment used
                      4.2   Describe integration/interface to external applications:
                               a) Data level (through ODBC)
                               b) Application interface level (through RPC or API's)
                               c) Object level (through OLE/DDE/open doc)
                      4.3   Integration with Microsoft Office 2007 productivity suites (particularly
                            Excel)
                      4.4   Scalability of the application - in terms of users from :
                            a) Workgroups ( < 10 users)
                            b) Business Units (> 10 - < 50 users)
                            c) Divisions ( > 50 users)
                            d) Organisation ( > 200 users)
                      4.6   How extensible is the architecture - how new products/major changes in
                            functionality are incorporated into the product
                      4.7   Application Security
                            Ability for user access to be restricted in the following ways:
                            - Ability to control access by function and application.
                            Security profile to be created/maintained in real time.
                            System access must be password protected.
                            Automatic monthly renewal of password
                            All of the above are to be under user control within the application.
                            System must ensure data integrity and traceability.
                            Ability to generate audit trace of transactions generated by users identified
                            by user identification.
                            Groups of like users controlled through security profiles.
                            Supported by detailed security profile and access reporting.
                            Supported by comprehensive audit trails including:
                            (a) Date and time stamps
                            (b) Userid stamps
                      4.8   Data Entry
                            (a) User specific and user defined defaults used where possible.
                            (b) Promptable fields used.
                            (c )Key fields identified.
                            (d) Ability for users to modify data entry panels.
                      4.9   Common Features
                            Ability to view historical transactions on-line (up to three years).
                            Ability to archive transactions selectively.
                            Ability to restore archived transactions.
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Amdel Ltd                                                                    Commercial Systems                                             Versions: 1.0
Information Systems                                                                                                                    Author : S. Hajszan
                                                                                                                                         Date : 1/17/2011
                                                                           Technical Requirements

                                   Ability to access online help.
                                   Shortcut navigation between data entry screens.
                                   Support for electronic trading.
                                   Support for open standard business to business protocol
                                   Support for web services
                                   Provide full transaction history online, specified by user defined limits.

                                   Provide flexible cut-off times without affecting postings in other
                                   applications.
                                   Allow for multi user access.
                                   Allow for distributed access to information.
5 Technical architecture     5.1   Describe application partitioning or distributability across a networked
                                   environment
                             5.2   Describe bandwidth requirements per user
                             5.3   Describe systems software components of application
                             5.4   Describe all database management systems supported
                             5.5   Describe all database capabilities utilised for each of the database
                                   management systems (e.g. stored procedures, triggers etc)

                             5.6 Describe Application backup and archiving
                             5.7 Describe Application recovery
                             5.8 Demonstrate process to restore in event of system or network failure

                             5.9 Describe data repository, data definition and meta-data capabilities

                            5.10   Describe ability to integrate with enterprise data dictionaries
                            5.11   Describe ability to support OLAP and data warehousing
                            5.12   Describe system management and performance tuning tools
                            5.13   Describe application and data security establishment and administration

                            5.14 Describe product audit trail capabilities
                            5.15 Describe application development management languages used
                            5.16 Define the following to optimise performance and flexibility of product:

                                   a) Preferred DBMS
                                   b) Application distribution
                                   c) Preferred server platform
                                   d) Preferred client platforms
                                   e) Preferred server operating system
                                   f) Preferred client operating system
6 Application Development    6.1 Describe application development environment for:
  Environment
                                   - Customisation and creation of reports and enquiries
                             6.2 Describe end user application customisation and query tools
                                                                                                                8fcc9d45-c684-45fb-baf7-bb13257d9c12.xls
                                                                                   Page 63 of 71                              Infrastructure Requirements
Amdel Ltd                                                                   Commercial Systems                                               Versions: 1.0
Information Systems                                                                                                                     Author : S. Hajszan
                                                                                                                                          Date : 1/17/2011
                                                                          Technical Requirements

                                6.3 Typical timeframes for end user staff to be competent in end user queries
                                    and minor application customisation
                                6.4 Typical estimate of time required to:
                                        - Modify a screen
                                        - Develop a new report
                                        - Generate a new enquiry for:
                                           . Competent and trained business analyst
                                           . Competent and trained expert user
7 Application Performance and   7.1 Define the infrastructure requirements to run and manage the application
  Infrastructure Capacity           in:
  Requirements
                                        a) Development environment
                                        b) Production environment
                                      Supporting the following scale of users:
                                        Total users             Concurrent Users
                                        a) 100                        40
                                        b) 200                        100
                                        c) 300                        150
                                        d) 400                        200
                                        e) 500                        250
                                7.2   For each scale specifically define:
                                        a) Server configuration (processor, memory, disk storage, backup
                                        devices) required to operate a standard suite of applications across a
                                        LAN running a typical workload of data entry, enquiries and report
                                        generation.
                                        b) Client configuration to operate standard application
                                        e) LAN configuration to support scale of users
                                        f) WAN configuration to support scale of users - we need to understand
                                        bandwidth required based on traffic sizing for the various ways of
                                        configuring you client/server solution including:
                                           - Fully centralised server
                                           - Fully decentralised server
                                        g) DBMS environment
                                        h) Transaction Processing monitor environment
                                7.3   Provide detailed benchmarks showing infrastructure resource
                                      requirements to run your application across 2 & 3 tier client/server
                                      environment for the range of hardware and operating system platforms
                                      supported
                                7.4   Provide database benchmarks on transactions processed for DBMS
                                      supported
8 Application Setup,            8.1   Describe:
  Maintenance and
  Enhancement
                                        a) Software installation
                                                                                                                 8fcc9d45-c684-45fb-baf7-bb13257d9c12.xls
                                                                                  Page 64 of 71                                Infrastructure Requirements
Amdel Ltd                                                   Commercial Systems                                             Versions: 1.0
Information Systems                                                                                                   Author : S. Hajszan
                                                                                                                        Date : 1/17/2011
                                                          Technical Requirements

                      b) Data importing and field mapping capabilities
                      c) Software upgrade installation
                      d) Management of customer modifications to application
                      e) Potential to have multiple versions of the same system at different
                      sites
                      f) Describe how customer modifications are handled in the upgrade
                      process




                                                                                               8fcc9d45-c684-45fb-baf7-bb13257d9c12.xls
                                                                  Page 65 of 71                              Infrastructure Requirements
        Relationships Australia                                             Client Information System Project                                                                 Versions: 1.0
                                                                                                                                                                        Author : S. Vallance
                                                                                                                                                                           Date : 1/17/2011
                                                                                 Implementation Services
    Category                                                                                                               <Organisation>
                                                                                         Response                          Comments
                                                                                         4 - Comply                        Please provide details to support response
                                                                                         2 - Partially Comply              Please provide details to support response
                                                                                         A - Propose alternative           Please provide details to support response
                                                                                         arrangement to meet requirement

                                                                                         N/A - Not applicable              Please provide details to support response

                                                                                         Info
Implementation               Install the application to support both client and web
Services                     access
                             Train the RA system adminstrator in best practice
                             adminstration practices for the system
                             Train the RA implementation team in use of the product

                             Assist the RA implementation team in designing the best
                             practice business process to use the system.

                             Assist in the configuration of the system
                             Develop additional functionality as required by
                             specification
                             Assist in development of reports
                             Provide soft copies of training materials
                             Assist the RA implementation team in configuring the
                             system for the agreed business processes

Data Conversion              Provide alternatives for converting data from the current
                             4Discs system to the new one


System interfaces            Assist in the development of System interfaces between
                             the system and the current financial system

                             Develop web services interface to FAHCSIA FRSP
                             Online system

                             Assist in the development of a System interface from the
                             Wise.net Course Management System to this system


                                                                                                                                                 8fcc9d45-c684-45fb-baf7-bb13257d9c12.xls
                                                                                           Page 66 of 71                                                                     Imp Services
   Relationships Australia   Client Information System Project                                                             Versions: 1.0
                                                                                                                     Author : S. Vallance
                                                                                                                        Date : 1/17/2011
                                 Implementation Services
Category                                                                <Organisation>
                                      Response                          Comments
                                      4 - Comply                        Please provide details to support response
                                      2 - Partially Comply              Please provide details to support response
                                      A - Propose alternative           Please provide details to support response
                                      arrangement to meet requirement

                                      N/A - Not applicable              Please provide details to support response




                                                                                              8fcc9d45-c684-45fb-baf7-bb13257d9c12.xls
                                        Page 67 of 71                                                                     Imp Services
         Relationships Australia                                           Client Information System Project                                Versions: 1.0
                                                                                                                                      Author : S. Vallance
                                                                                                                                         Date : 1/17/2011
                                                                                Support Requirements
                                Category                                        Resolution Time       Response
Hours of Support Indicate if 24 hour by 7 day support is provided
                 What remote support alternatives are available

Response Time to Please indicate how quickly support calls are responded
Support Calls    for the following categories of support calls:

                     - Urgent (stopping or severely impacting operations at a
                     Site)
                     - Important (creating major workarounds at a Site)
                     - Non Urgent
                     Please indicate how quickly support calls are resolved
                     for the following categories of support calls: (based on
                     historical experience)
                     - Urgent (stopping or severely impacting operations at a
                     Site)
                     - Important (creating major workarounds at a Site)
                     - Non Urgent
                     What spare part inventory of items is maintained in
                     Adelaide




                                                                                                                 8fcc9d45-c684-45fb-baf7-bb13257d9c12.xls
                                                                                      Page 68 of 71                                              Support
                Relationships Australia                                                                                       Client Information System Project                              Versions: 1.0
                                                                                                                                                                                       Author : S. Vallance
                                                                                                                                                                                          Date : 1/17/2011
                                                                                                                                            Costs




Cost Category

Capital Costs                                         2005/06

     Software




     Infrastructure




     Total Infrastructure Costs                                 0


     Development Costs
          Minor development
          Major development

     Total Development Costs                                    0


     Implementation Services
          Installation
          Initial team training
          Design of system
          Configuration of system
          Development of additional functionality
          Development of reports
          Testing of system
          Implementation Support
          Post implementation support
          Project Management/Consulting

     Total Implementation Costs                                 0

Ongoing Costs                                         2005/06        2006/07        2007/08       2008/09       2009/10
    Support/Maintenance




     Total Support/Maintenance Costs                            0               0             0             0             0

Total Costs                                                     0               0             0             0             0



Ongoing cost considerations                         Price of additional users
          Additional system administrator users
          Additional office administrator users
          Additional practitioner users
          Additional educator users
          Additional senior manager users
          Additional team leader users




Assumptions used in Costs above:
        1
        2
        3
        4
        5

                                                                                                                                                                  8fcc9d45-c684-45fb-baf7-bb13257d9c12.xls
                                                                                                                                         Page 69 of 71                                              Costs
          Relationships Australia                                          Client Information System Project                              Versions: 1.0
                                                                                                                                    Author : S. Vallance
                                                                                                                                       Date : 1/17/2011
                                                                                       Company Profile
                                        Category                                         Response
Staff                Total Number of Development Staff
                     Total Number of Support Staff
                     Total Number of Implementation Staff
                     Total Number of Sales Staff
                     Total number of Staff

Clients              Total number of Clients
                     List major customers in Australia

Quality              Please indicate Quality accreditation and standards used by the
Accreditation        supplier




                                                                                                               8fcc9d45-c684-45fb-baf7-bb13257d9c12.xls
                                                                                         Page 70 of 71                                  Company Profile
       Relationships Australia                                     Client Information System Project                                                         Versions: 1.0
                                                                                                                                                       Author : S. Vallance
                                                                                                                                                          Date : 1/17/2011
                                                                             Reference Sites
Nominated Reference Site         Nature of server, terminal    Describe what the customer        Indicate Relevance of this      Contact Name              Contact Number
                                 services and/or thin client     uses from the Supplier        Reference Site to Relationships
                                        environment                                                       Australia




                                                                                                                                 8fcc9d45-c684-45fb-baf7-bb13257d9c12.xls
                                                                               Page 71 of 71                                                               Reference Sites

				
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