Katherine Prietz
Audience:  Technical/Management

Proposal for Contracted Development Services

Provided by 123 Development, LLC

For:         ABC Bank

Project:   Help Desk Self Service Interface

Modified: May 2, 2009
Table of Contents
1.	Abstract………………………………………………………………………………………4

2.   Introduction………………………………………………………………………………….5

3.    Customer Specifications…………………………………………………………………….5

3.1 Current Environment………………………………………………………………...5

3.2 Additional Requirements from Customer…………………………………………...6

4.    Proposed Project Plan………………………………………………………………………6

4.1 Analysis……………………………………………………………………..…….…6

4.2 Design………………………………………………………………………….……6

4.3 Development…………………………………………………………………….…..6

4.4 Testing………………………………………………………………………….……7

4.5 Implementation………………………………………………………………….…..7

5.   Proposed Data Flow and Progression………………………………………………….……7

6.   Training/Employee Development………………………………………………………..….8
	
6.1 End Users……………………………………………………………………….…..8

	6.2 Helpdesk Technicians/Helpdesk Administrators……………………………….…..8

7.  Project Schedule………………………………………………………………………….….9

8. 123 Development, LLC Project Team……………………………………………………....10

9.  Summary of Charges…………………………………………………………………….…11

10.  Recommendations………………………………………………………………………...11

11.  Appendices

	A.  Heat Call Logging Interface………………………………………………………12

	B.  Extranet/Intranet Interface………………………………………………………...13

11. Works Cited……………………………………………………………………….………14

Table of Illustrations
	
Figure 1 – Proposed Project Schedule……………………………………………….9

	Figure 2 – Summary of Charges…………………………………………………….11

	Figure 3 - Call Logging Interface Initial Entry…………………………………..…12

	Figure 4 – Call Logging Interface Assignee Data Entry……………………………12

Figure 5 – Call Logging Interface Additional Information…………………………13
	
Figure 6 – Extranet GUI Image……………………………………………………..13

1.	 Abstract
ABC Bank has requested the assistance of 123 Development, LLC, in developing an interface for an online helpdesk ticketing system that its users can access through the existing extranet.  A brief description of the current environment, including the current configuration and affected are provided.  In order to meet the requirements of the request, analysis of the existing system configuration will need to be completed.  Then the interface will be designed as needed to suit those needs.  Development of the interface will follow the acceptance of this design.  The interface will be tested as needed to validate all requirements have been met.  After the interface is found suitable and accepted in whole by ABC Bank, the new system will be implemented. This interface will assist ABC Bank in providing an efficient alternative to telephone driven service and support requests.

2.	  Introduction
ABC Bank has requested the creation of an online self service interface for their users, both internal and external, to initiate helpdesk tickets.  The additional functionality will provide a convenient alternative to telephone initiated tickets ensuring that help desk services are “effective, relevant and accessible” as all successful helpdesk systems should be (Right Track Associates 2). The intended goal is that call volume and hold times will be significantly decreased.  Decreased volume will provide more time to address problem and request resolution by easing the technician’s workload.  Supported user’s level of satisfaction will be increased, a result of shortened response times.  
123 Development, LLC, is a local development company specializing in assisting financial institutions with their information technology needs.  As all financial institutions differ in the way they handle internal, non-regulated data, 123 Development, LLC, has the experience and knowledge needed to address ABC Bank’s need.
3.    Customer Specifications
3.1 Current Environment
The current ticketing platform used is Front Range HEAT Call Logging.  At this point, all tickets are entered manually by the technician who takes the initial call or receives the initial email.  This system resides on a Microsoft Windows Server, version 2003 Service Pack 3.  Call Logging data is stored in an SQL database on the organizations SAN (storage area network).  Screen shots of current ticket entry platform are attached (Appendix A – Figures 3 through 5).
Extranet system is Intranet Connections version 8.5, running cold fusion through an offsite provider (Intranet Connections 1).  Hosting is provided by G1440.  The extranet is an existing tool that all employees have access to from anywhere internet service is available.  A template can easily be created to fit within the appropriate section of the extranet.  An example form was submitted by ABC Bank (Appendix B - Figure 6).  The online graphical user interface should mimic this design to fit in with the company’s current extranet environment.
3.2 Additional Requirements from Customer
ABC has requested that all interfaces use existing technology.  No new hardware, software, or licensing will be available for this project.  All costs will be based on time needed for development and implementation.  
4.    Proposed Plan
4.1 Analysis
Analysis of the current environment and processes will need to be completed prior to any design or development of solution.  Comprehensive analysis will allow 123 Development, LLC, to account for any additional problems, questions, concerns or recommendations that may affect development.  All findings will be reviewed by the project manager to ensure accuracy and completion. The results will be discussed with ABC Bank’s management and all parties involved in the project.  
4.2 Design
A solution(s) will be designed in theory and presented to ABC Bank’s management.  Any concerns, questions, changes or additional requests will be discussed at this time.  In hopes to develop the best solution for the customer’s needs, 123 Development, LLC, requests that all involved parties be present for discussion of the solution in the design phase.  
4.3 Development
After a suitable solution has been designed, development will begin.  This task may require access to the customer’s secured systems.  A login, with administrative level security, will be supplied upon request for all systems which may require access. Any information that is requested or accessed will be considered confidential.
Any additional problems, questions or concerns will be addressed with the appropriate persons from ABC Bank. When the final solution has been developed, the customer will be required to approve the interface.  
4.4 Testing
All pieces of the interface will be tested according to 123 Development, LLC’s requirements.  Results from testing will be reviewed with the customer.  Multiple rounds of testing may be required to complete this phase if the results do not meet either party’s specifications or requirements.  Until all testing requirements have been completed successfully, this process will continue. 
4.5 Implementation
Once testing has been completed successfully, the solution will be implemented as specified by ABC Bank. Scheduling will be determined by the customer.  Additional testing will be completed and the system will monitored to verify that all modules function properly.
5.  Proposed Data Flow and Progression
The following is the data flow/progression as is understood at this point in the project.  All details will be discussed with ABC Bank and any processes that need to be revised will be taken into account.
A user will have a need to request service from the helpdesk.  Whether it be a simple password reset, request for new hardware, or a location wide service disruption, the users will be able to request assistance from the helpdesk in a manner that is both convenient and appropriate for the situation.  The initial request for service will be entered in a customized form on the organizations extranet.  Because the extranet is an off network solution, local and remote users can access it as long as they have a valid login.
The information that is collected in the form will be inputted or imported into the current call logging database.  Tickets will be entered into the existing system in a manner specified by the customer.  Beyond data entry, all tickets will be handled in the same fashion as a manually entered ticket. 
Volume comparison reporting will be created for customer to review ROI.  Additional reporting will be discussed during analysis and design of interface.

6.   Training/Employee Development
6.1 End Users
Supported users will need to be instructed on the use of the extranet form.  ABC Bank takes responsibility for training end users on the self service ticketing function.
6.2 Helpdesk Technicians/Helpdesk Administrators
Any training needs will be provided by 123 Development, LLC.  

7.  Project Schedule
The schedule below is an estimation of the timeline of the project.  The customer has requested completion by the week of May 15th 2009.  This schedule meets that requirement.  Resources are available for the displayed schedule.
Task	Dates of Tasks	
Analysis	 	 	 	 	 	 	 	 	 	 	
Design		 	 	 						 	
Development				 	 	 				 	
Testing						 	 	 		 	
Implementation									 	 	
 	4	5	6	7	8	11	12	13	14	15	
 	May	
Figure 1

8. 123 Development, LLC Project Team
About Us
123 Development, LLC strives to provide professional, reliable, and unique solutions for the banking and financial community.  The experienced staff is always willing to offer their knowledge, both from a banking and development standpoint.  123’s project managers and technicians are available to answer questions, propose alternate ideas and ultimately, ensure that the experience that is shared is both pleasant and memorable. All products are customized to the customer’s needs, providing them with a solution that caters to that which is specific to the organization.
Project Team
Project Manager:   			Katie Prietz
Eleven years experience with a local bank has provided Katie with the knowledge and understanding of the functions of a financial institution, time-sensitivity as it relates to customer information, and confidentiality of the clients data.  Experience includes programming, project management, technical services, telecommunications and customer service.
Lead Analyst/Programmer:		Bob Goober
Experienced programmer, specializing in Microsoft and Unix based operating environments. Bob has served as Lead Analyst for 3 years and has worked on several large projects including data mergers with Provident and M & T.  
Systems Analysis/Design:  		Shanda Cherone
Shanda holds a degree in System Analysis and Design.  She has worked on several Front Range interfaces and has extensive experience with cold fusion based architecture. Shanda will be the onsite technician for the project.

9.  Summary of Charges
Charges are based on the hours calculated in schedule above.
Task	Time Required (hours)	 Rate Per Hour 	Total	
Analysis	8	 $                  80.00 	 $             640.00 	
Design/Development	16	 $                  80.00 	 $          1,280.00 	
Testing	24	 $                  80.00 	 $           1980.00 	
Implementation	24	 $                  80.00 	 $           1980.00 	
Support/Troubleshooting	Annual Support Agreement	 $                135.00 	 $             135.00 	
 	72	 $                  80.00 	 $          5,895.00 	
Figure 2

Total estimated charges for the completed interface are   $5,895.00.  Customer is required to provide 20% of total charges, $1,179.00, prior to project start date.  The subsequent balance of $4,716.00 is to be paid upon completion of the project. 

10.  Recommendations
The creation of the requested interface will assist ABC Bank in its effort to create a convenient and efficient application that will benefit both users and technical staff.  123 Development, LLC intends to complete this project with the utmost professionalism.  Our dedicated, knowledgable project team will ensure that this completed application meets all customer specifications and benefits all parties involved.  123 Development, LLC’s service agreement will provide ABC Bank with any support needs beyond those of the initial development and implementation of this project.
Appendix A - Heat Call Logging Interface
Figure 3 – Initial Ticket Entry

Figure 4 - Assignee Data Entry

Figure 5 – Additional Information

Appendix B - Intranet/Extranet Interface
Figure 6 – End-User Entry 

Works Cited 
Intranet Connections. SQBox Solutions Ltd.  19 Apr. 2009 <http://www.intranetconnections.com/.html>.
“Marketing Helpdesk Services.” IT Toolkit. 2009. Right Track Associates, Inc.  19 Apr. 2009 <http://www.ittoolkit.com/-bin//.cgi?file=assess_hdmarket.html>.