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All Systems Go – Crescent Property Maintenance System Proposal 1

SAD Group Project Assignment

IST 260W: Introduction to Systems Analysis and Design

The Pennsylvania State University

College of Information Science and Technology

V1.0

Project Stage – Final Draft Documentation

Date: 16 December 2019

All Systems Go:

John Matern, Sarah Delaney, Dylan Woodard, Abdelfattah Omar, Cory Eubanks


Table of Contents

Consulting Information 4

About Us 4

Our Team Members 5

Our History 10

Departments 11

Organizational Chart 12

Mission Statement 12

Core Values 13

Client Information 13

Background 13

History 14

Departments 15

Organizational Chart 15

Mission Statement 16

Business Model 16

Preliminary Investigation 17

Systems Request Summary 17

Copy of the Request for Information Services 18

Scope 18

Constraints 18

Preliminary Investigation Findings 19

Feasibility Study 23

Estimate Time and Cost to Continue Development 25

Current System Information 29

Proposed System Information 35

System Requirements 35

Reasons to Implement the System 35

SWOT Analysis 36


System Definition 37

Type of System 37

TCO 41

Diagrams 44

Prototype 46

Project Plan 48

Project Schedule 48

System Changeover 48

Training & User Documentation 49

Support & Helpdesk 55

Future Upgrades 56

Meeting Minutes 57

References 60


Consulting Information

About us

Our Company: All Systems Go Cloud Based System Integrators

We provide custom system integrations to help automate companies thus causing an

increase in business flow, employee/customer satisfaction, and an increase in profits.

We are a United States based company that has been creating custom and strategic

system integration worldwide for almost 20 years. Some companies we have helped gain

strength and profits through our custom cloud-based automations are Annaly Capital

Management and AvalonBay Communities have seen and increase regularly seen an increase in

not only customer service but profits as well.

Since our company designs each integration from start to finish, we work with the most

state-of-the-art cloud-based systems that utilize all technologies such as networks, mobile, as

well as hardware and software that will help solve even the most complex problem.


Our Team Members

Sarah Delaney - Senior Project Manager

Professional Experience

All Systems Go – New York, NY 04/2008 - Present

Senior Project Manager

All Systems Go is a United State based company that has been custom and strategic system

integration worldwide for over 20 years. Some companies we have helped gain strength and

profits through our custom cloud-based automations are Annaly Capital Management and

AvalonBay Communities have seen and increase regularly seen an increase in not only customer

service but profits as well.

Education

Pennsylvania State University World Campus, University Park, PA

B.S Information Sciences Technology

B.S. Security Risk Analysis September, 2016 - Present

Mountain High School

H.S. Diploma; 2003.

Abdelfattah Omar - Senior System Specialist


Easier Communications LLC

DOI On-Site Senior Telecom Engineer

April 2013 to Present

• Plans network installations by studying customer orders, plans, manuals, and technical

specifications; ordering and gathering equipment, supplies, materials, and tools, assessing

installation site; preparing an installation diagram.

• Establishes voice and data networks by running, pulling, terminating, and splicing cables;

installing telecommunications equipment, routers, switches, multiplexors, cable trays,

and alarm and fire-suppression systems; building ironwork and ladder racks; establishing

connections; programming features; establishing connections and integrations; following

industry standards; activating remote access tools; coordinating with contractors.

• Verifies service by testing circuits, equipment, and alarms; identifying, correcting, or

escalating problems.

• Documents network by labeling and routing equipment and cables; recording

configuration diagrams and specifications.

• Maintains network by troubleshooting and repairing outages; testing network back-up

procedures; updating documentation.


• Maintains customer rapport by listening to and resolving concerns; answering questions.

• Maintains safe work environment by following codes, standards, and legal regulations.

• Keeps supplies ready by inventorying stock; placing orders; verifying receipt.

• Updates job knowledge by participating in educational opportunities; reading technical

publications.

• Enhances department and organization reputation by accepting ownership for

accomplishing new and different requests; exploring opportunities to add value to job

accomplishments.

Morse Communications Inc

Systems Engineer

April 2012 to April 2013

• Focused on local-area and wide-area networks (LAN/WAN); managed and monitored

LAN/WAN network services.

• Recommended and acquired equipment replacements and upgrades.

• Maintained an inventory of all network devices.

• Drafted and maintained LAN/WAN documentation and processes.

• Introduced and integrated new technologies into existing data center environments.

• Performed routine audits of systems and software.

• Resolved reported problems.

• Installed, configured, updated and maintained server software/hardware.

• Replaced failed hardware and addressing system problems.

• Tracked system capacity (CPU, memory, disk space, etc.) and reported/corrected issues.

• Installed software upgrades and security patches, and monitored for intrusion signs.

FedEx, Orange Business Services

IT Manager

September 2004 to March 2012

• Accomplished IT staff results by communicating job expectations; planning, monitoring,

and appraising job results; coaching, counseling, and disciplining employees; initiating,

coordinating, and enforcing systems, policies, and procedures.

• Maintained staff by recruiting, selecting, orienting, and training employees; maintained a

safe and secure work environment; developed personal growth opportunities.

• Maintained organization's effectiveness and efficiency by defining, delivering, and

supporting strategic plans for implementing information technologies.

• Completed projects by coordinating resources and timetables with user departments and

data center.

• Verified application results by conducting system audits of technologies implemented.

• Preserved assets by implementing disaster recovery and back-up procedures and

information security and control structures.


• Recommended information technology strategies, policies, and procedures by evaluating

organization outcomes; identifying problems; evaluating trends; anticipating

requirements.

• Accomplished financial objectives by forecasting requirements; preparing an annual

budget; scheduling expenditures; analyzing variances; initiating corrective action.

• Contributed to team effort by accomplishing related results as needed.

United States Army

Liaison Network Manager

August 2000 to August 2004

• Directed all activities associated with the infrastructure of multi-vendor and multi-

network telecommunications center of operations.

• Planned, budgeted, engineered, designed, developed and supported carrier grade PSTN,

VOIP, Video and Data networks and technologies.

• Provisioned for all service offerings, operator traffic functions, switch billing

functionality/reconciliation and meeting regulatory requirements.

• Planned and implemented productivity, quality, and process improvements in the

operations areas.

• Administered operations plans and policies.

• Developed departmental procedures, budgeting, forecasting to determine if organizational

objectives are being met.

• Worked with other managers and senior officers by keeping them informed of network

operations progress on significant projects and problems.

Personal Information

I am an energetic, innovative engineer with over 19 years of telecom experience. I have

designed, implemented and supported telecom architectures from the small to the very large

consisting of several thousand end-points and high-level applications, including contact centers,

voice mail, IVR systems etc. My broad-based experience spans from telecom engineering and

consulting to experience as a liaison network officer for the United States Army, directing all

activities associated with the infrastructure of a multi-network telecommunications center of

operations. I am a results-driven individual with a history of providing customer satisfaction

through problem solving, multi-tasking, and process improvements while delivering the highest

levels of customer service.

Education, Credentials and Training

· Multi-Channel Transmission Systems US Army

· Copper LAN Network and Cabling

· Alcatel-Lucent ACFE OmniPCX Enterprise Telephony

· Alcatel-Lucent ACFE OmniPCX Enterprise Data


· AVST CXE Enterprise Voicemail

· Cisco CCENT

· Cisco CCNA R&S

· Cisco CCNA Collaboration

· Cisco CCNP Collaboration (In Progress)

· CompTIA A+, Network +, Security +, Server + and Project +

John Matern - Senior Technical Solution Specialist


All Systems Go – New York, NY 10/2008 - Present

Senior Technical Solution Specialist

I have been a valuable team member at All Systems Go for 11 years and in that time me and my

team have provided technical advice, along with hardware and software implementation for

hundreds of corporations from large to small all over the eastern United States.

Education

Penn State, World Campus

Associates Degree in Informational Technology

2016 – Present

Cory Blake Eubanks - System Investigator


HTPG - (09/28/15 - 01/13/2017)

Assembler - Assemble large and medium evaporators and wire the corresponding motors. Had to

check billing material for special requirements to make sure each unit was built to customer

specifications.

Electrical Tester- Wired large evaporators, medium evaporators, and small condensers and make

sure they test properly. Had to check billing materials for the wiring diagram and make sure that

it and the electrical parts listed matched up. If there was a problem with the electrical unit as in

troubleshooting, I was the one who would figure out what was wrong with the unit.

City of Bangor - (04/25/2017 - 10/08/2017)


Golf Course Maintenance - My main job was maintaining the grounds, via mowing and

irrigation. Other duties consisted of trimming and raking the bunkers.

The Jackson Lab - (10/09/17 - Present)

Operation Technician (CSA) - Fast paced work environment. Responsible for clean cages, clean

water, and making sure that the customer receives the products they need in a timely manner.

Sterilizer operator (JMCRS WH) - Responsible for the operation of autoclaves 1, 2, 4, and 5.

Racking the daily bedding and feed needed for the CSA and SSA. Certified on the Electric

Hyster forklift.

Quality Systems Technician (PQC) - Assist and/or perform the inspections of incoming

materials, intermediate work products, and final goods to verify that pre-determined quality

standards are met. Maintain proper data entry into the appropriate quality management software.

Perform equipment calibrations, validations, and maintain proper data entry into the calibration

management software.

Education

Perry High School - Graduated in 2009 with honors

Valdosta State University - Studied Psychology - Completed 1.5 years

Penn State - Studying IST - Currently attending

Dylan Woodard – Senior Service & Support Specialist


Senior Service & Support Specialist, All Systems Go, August 2019 - Present

• Provides expert technical support to client system platforms while maintaining and

meeting quality control standards

• Works closely with Project Manager to tailor service and support packages to align with

client needs and goals

• Assisted customers in managing their services and mitigating billing inquiries

Universal Technical Support Specialist, Web.com Group, Inc., July 2018 – August 2019

• Provided technical support to Web.com Company Suite customers on their hosting, email

and ecommerce platforms while maintaining and meeting quality control standards

• Assisted customers in managing their services and mitigating billing inquiries

• Fulfilled bi-weekly sales goals

Telefunder, LionLine, The Pennsylvania State University, November 2017 – March 2018

• Tasked with contacting alumnus of The Pennsylvania State University


• Collected and updated alumnus demographical information

• Informed alumnus of academic fundraising efforts

Hosting & Development Operations Intern, Blackboard Inc., May 2017 – August 2017

• Worked in a fast-paced environment requiring strong interpersonal skills and attention to

detail

• Utilized a combination of different software to address and resolve client support issues

• Assisted department in a migration process from a private hosting solution to Amazon

AWS

• Accessed AWS environment to complete day to day updates of client information

• Processed DNS changes to coordinate ‘Go Public’ information with clients

• Activated different aspects of the Blackboard WCM product per client contract tasks

Education

Bachelor of Science in Information Sciences & Technology

The Pennsylvania State University, University Park, PA

High School Diploma, graduated Spring 2013

Berwick Area High School, Berwick, PA

Our History

The Beginning of All Systems Go

All Systems Go was found by Tara Watcher and her now husband Gary Watcher together

they started website development company based out of their home in Arlington, NY. They

decide to start this company with a firm business plan help other local businesses based out of

their small New York county of Dutchess. They took on a small number of clients to maximize

the best solutions. These clients such Tango Properties and Bosco Management Solution worked

with Tara and Gary for over a two and watched their websites and companies bloom.

Growth in Numbers

In 2003, as more and more of their client base grew and technology advanced Tara and

Gary and their five additional employees had to relocate heir small house-based website


development company and move into a small business location in Poughkeepsie, NY.

Additionally, they had to hire on additional web developers to help with the client load.

Finding a Niche

After years of building and designing websites All Systems Go started to see a trend of

clientele and what they needed most. A custom system that provided automation from all aspects

of the business. This blossomed into the system integration market. Thus, they decide to start

tailing back from just building websites and instead offering a fully integrated system that

provided everything from customer service ticket management system to employee deployment

and tracking systems.

Now and the Future

With solid goals All Systems Go moved to New York, NY and continue to grow 70%

every fiscal year through providing the most state-of-the-art custom system integration for every

client. We have and will always stay up to date with all the most advance hardware and software.

As always you are family and you do not disappoint family.

Departments

• Executives

Tara Watcher – President & CEO

Gary Watcher - Vice President & CFO

• Service & Support

Dylan Woodard – Senior Service & Support Specialist

• Cloud Management

Abdelfattah Omar – Senior System Management Specialist and Cloud Management

• Information Technology

Cory Eubanks – Senior System Investigator

• Networking

John Matern – Senior Technical Solution Provider


• Project Management

Sarah Delaney – Systems

• Data Science

John Matern – Senior Technical Solution Provider

Organizational Chart

Mission Statement

Since All Systems Go is a family business, we treat all of our clients as if they are family.

Our goal is to help all of our clients grow and become all that they can be through the use of the

most state-of-the-art technology. We continue to take an innovative approach to problem solving

and we strive to continue to stay education on all the latest tech being every. We are eager and

driven to ensure success from start to finish.


Our Core Values

While we follow our core values all the time our biggest value is Commitment. We are

so committed to our clients that we take a personal interest in all outcomes and we are

Motivated to make everyone as successful as they can be. We listen to client and are 100%

Honest every step of the way. Since we believe everyone is part of the family, we are Loyal no

matter what. We care!

Client Information

Crescent Property Maintenance (CPM)

Background

Crescent Property Maintenance was established in 1993 in Crescent, NY by college

roommates Josh Martel and Charles Wilson. In the infancy of the company Josh and Charles did

all the work for their clients as well as the work to maintain the business. They would call on

their friends to help when they had to many tasks. Their success really flourished when they

were contracted for their first luxury community. With the contract they found their niche and


they began to grow even further to require them to hire full time and part time employees to help

with the load of the luxury property maintenance business.

History

Owners: Josh Martel & Charles Wilson

Date Established: 1993

Location: Crescent, NY

Employees: 16+

Temps: 2+

Our Client Base: Luxury and Gated Residential Communities

Josh Martel and Charles Wilson became roommates at the University of Connecticut their

Junior Year. They both were studying in business management. After they both graduated in

1997, they went their separate ways but remained in touch. They both had varies jobs in business

management but neither ever were happy. They decided to start their business with just a loan of

$13,000 from Josh’s father. Thanks to Josh’s father, Crescent Property Maintenance was born.

Their first client was a small apartment complex with 40 single and multiple bedroom

apartments. Everything was done with paper and pen and on the smallest of budgets.

To date they now have grown into the gated resort community maintenance business were the

company does maintenance from emergent and general repairs as well as upkeep on lawn & land

services. Josh and Charles have a flourishing company with several employees in one based

location in Crescent, NY.

In the near future they have plans to do property maintenance for even more luxury communities

while still keeping their family value-based business.


Departments

• Executives

Josh Martel – President & CEO

Charles Wilson – Vice-President & CFO

• Sales & Support

Betty Torth – Senior Sales and IT Specialist

• General Repair

Bob Turmeric – General Repair Specialist

• Emergency Repair

Tim Wilson – Emergency Repair Specialist

• Lawn Maintenance

Hank Murray – Lawn Maintenance Specialist

• Winter Services

Peter Gothem – Winter Services Specialist

• HVAC Technician

Fred Clouse – HVAC Specialist

• General Construction

Steve Summers – General Construction Specialist

• General Office Personal:

Residence Service Temp Personal 1

Residence Service Temp Personal 2

Organizational Chart


Mission Statement

We strive to provide the best and most efficient service to our residences. It is our

commitment to ensure that every resident always feels at home all the time no matter what life

throws at us. We provide preventative services to ensure minimal inconvenience and should an

issue arise we strive to respond as soon as possible to minimize disturbance. Customer service is

our number one priority. Our motto is “We are here for you!” and we will always back it.

Business Model


Preliminary Investigation

Systems Request Summary

Crescent Property Maintenance has submitted a request for a software application to be

designed and implemented to organize tickets submitted by residents of their gated resort

community. This software will need to be able to prioritize the tickets by severity and assign

personnel to both emergency and non-emergency maintenance around the community. The

application would also need to able to handle the billing process.

Crescent Property Maintenance conducted internal interviews with their residents and

their maintenance workers. The results where that most of the interviewees wanted and up to

date system installed to streamline the process.

Currently their system runs on phone calls and paper notes from residents. This leads to

miss communication between office staff and maintenance. In most cases there is not enough

information available to rate the events by severity. This could leave some residents with severe

situations for extended periods of time without help.


Copy of the Request for Information Services

Scope

Research, develop, and implement software that will handle all tickets from residents to

maintenance personnel. This software will help better organize issues, maintain records, and

notify employees through the app while assigning them tasks that need attention. This software

will also handle billing.

Constraints

• The application must organize tickets by severity.

• The application must be able to handle billing.


• Must be able to send notifications to residents.

• Must be able to send notifications to maintenance technicians.

• Must be able to notify on call personnel when there is an emergency.

Preliminary Investigation Findings

• Interviews

➢ Owner

o What is your main objective that must be supported by the new system? To be

able to organize events based on severity and then assign a worker to the tasks.

o How are events currently organized? They are taken care of as a first in first out

basis. The leads to numerous complaints from residents because sometimes severe

problems do not get taken care of immediately.

o Why are the events not being organized by priority? The office staff receives all

of the phone calls and messages from all of our residents. As we have expanded

the workload on our office personnel have increased. We are not able to hire help

because we are spending too much in overtime pay to maintenance workers.

➢ Office Personnel

o Who answers the maintenance request phone calls? Anyone who is available in

the office.

o Where is the information for work orders kept once it is written down? It is then

placed in drop off box for maintenance where all the other work orders go. If it is

urgent, we try to contact Maintenance personnel.

o What happens to urgent work orders if no one from maintenance answers? A

message is left on their phone and the work order is placed in the drop off box.


o How are the work orders organized? They are placed in different boxes based on

urgency.

o When does maintenance receive the work orders? They usually pick them up

when they come in in the mornings.

➢ Maintenance Personnel

o How do you organize work orders by priority? I go through and read the work

orders every morning and organize them based on what is written on the work

order.

o How often do you work overtime to finish work orders? Almost daily, most of the

time it's because the work order doesn’t have enough information on it. Some

work orders don’t even have the proper location listed. When I get to the

residence, I don’t have the tools I need for the job. Most of my time is spent

travelling back and forth to get tools and supplies.

o Do you believe a generic form might help prevent this? I believe it would help

especially if there were some mandatory fields like location that has to be filled

out. Also, maybe a dropdown menu where residents pick a category so that there

isn't enough information. I could be better prepared with tools based on that.

o When do you turn in complete work orders for billing? Usually at the end of the

workday.

➢ Residents

o When you place a work order is it handled in a timely manner? Almost never, the

maintenance department seems like it's always busy doing something else.


o When maintenance shows up, do they have all the tools they need? No, they

usually come and go for a few hours getting different tools because they say they

didn’t know of all the problems they I put in my work order.

o Do you believe and electronic work order form would help alleviate this issue? I

believe it would help a lot. Especially if maintenance was able to respond the

work order for more information.

• Review Current Documents

Upon reviewing the call dialog received about the leaky bathroom and talking to the

technician some discrepancies were found. The customer on this occasion provided enough

information about the leak to where it should have been considered a potentially severe issue.

The office member however didn’t see the situation to be that urgent and assumed the customer

only wanted the situation fixed quickly because the she had to leave for a meeting soon. When

the information was relayed to the technician the fact that the leak was already coming through

the ceiling was not mentioned. This led to the technician showing up to fix only a leak but

finding a bigger problem. The technician was able to fix the leak in a timely manner but was

unable to fix the ceiling before the customer needed to leave. The technician was able to come

first thing the next day to fix the issue, but he said that had he known of the ceiling leak he would

have been able to fix everything on the first visit.

• Observe Operations

During observations at Crescent Property Maintenance, the biggest problem observed

seems to be misinformation when the initial work order is requested. This seems to be caused by

having the issues reported by phone call to office personnel who are already preoccupied with

other duties. All of the needed information is not being recorded. Then when information is sent


to the technicians, they are not receiving all the information they need to know so that they arrive

with all of the proper equipment. This turns into multiple visits in a scenario where one visit

would have been easily doable with proper information.

• Surveys


Feasibility Study

Economic Feasibility

With the elimination of overtime with the new system management is positive that they

will able to acquire the funds to cover the initial cost of purchasing and setting up the new

system. According to the Cost Analysis of the proposed system, the monthly overtime generated

by the technicians alone once eliminated will passively payback all money spent on the project in

less than a year.


Technical Feasibility

Currently there are only 4 computers for use in the office. We will be adding 2 computers

more computers for office personnel and 3 tablets for maintenance.

With the recommended hardware the new system will be able to handle all processes both

now and in the future. It will integrate both billing and maintenance events into one viewable app

for customers so they can stay informed. With the new interface customers will be able to

directly communicate with the maintenance technicians.

Operational Feasibility

All staff and residents support updating to a new system to handle maintenance tickets

and billing because the current system is outdated and no longer effective. The new system will

not reduce the workforce and will help alleviate the current workload.

Training will be needed for one office personnel and all maintenance personnel.

Operational instructions will be established by maintenance to help alleviate misinformation

from future tickets.

With the addition of the new system information will be more readily available to

technicians and customers alike. It will help to restore the company's image to the customers by

providing a faster response time by removing the middleman and allowing information submitted

to go directly to the technicians. Input will used from technicians, office personnel, and

customers so that they are involved in the new system from the start.

Schedule Feasibility

With the 2 weeks of implementation and 2 weeks of training scheduled this should be

enough time to make sure the process goes smoothly. After this time frame free technical support

will be available to handle any issues that appear.


Recommendations

We recommend that in order to help get the company back on track that Freshdesk and

Wave be implemented and customized to handle the billing and work orders. By doing this

overtime will be eliminated and the company's image will be restored to their currently upset

customers. The hardware needed will be a server, 2 personal computers, and 3 tablets.

Estimate Time and Cost to Continue Development

Cost-Analysis

Section 1: Costs and Benefits

Plan Costs

Year 0 Cost ($35,788.96)

$14,000 - Consultant time to develop system

• 80 hrs. * $35 an hr * 5 employees = 14,000

$ 2,388- Purchase necessary software platforms

• Freshdesk:

o 4 Accounts * $29 monthly (billed yearly) * 12 months = $1,392 (can be billed

monthly for $280 more a year)

• Wave:

o $0- Accounting

o $0- Invoicing

o $0- Receipts


o Payment processing

▪ Credit Cards

• 2.9% + $0.30 per transaction

▪ Bank Payments

• 1% per transaction ($1 minimum fee)

o Payroll

▪ $35 base fee + $4 per employee *12 employees = $83 monthly *12

months = $996 per year

$ 5,400.96– Hardware

• $2,056.63 - Server - HPE ProLiant ML 350 Gen10 Performance Server

• $992.91 * 2 = $1,985.82 - two personal computers – HP EliteOne 800 G4

• $25 device fee + $9.99 per line * 3 = $104.97 monthly * 12 = $1,259.64 yearly - three

tablets – Samsung Galaxy Tab S4 through AT&T

• $32.99 *3 = $98.87 –Protective case for each tablet

$14,000 - Consultant training time

• 80 hrs. * $35 an hr * 5 employees = 14,000

$0 - Technical Support (free first year)

Year 1 Cost ($4,147.64)

• $500 - Technical Support

• $ 2,388 - Software Costs

• $1,259.64 - Tablet Costs


Year 2+ Cost ($3,247.64)

• $500 - Technical Support

• $ 2,388 - Software Costs

• $359.64 – Tablet Costs

Benefits

$64,800-$97,200 Per Year saved in overtime costs

$64,800 - Eliminate Overtime

• Maintenance employees are each logging 20 hours of overtime, paid as time and a half, a

month to accomplish the monthly work orders.

• 20 hrs * 6 employees * $45 = $5,400 per Month

• $5,400 * 12 months) = $64,800 per year

$97,200 – Future Overtime if not implemented

• Maintenance employees are projected to each log 30 hours of overtime, paid as time and

a half, a month to accomplish the monthly work order as the future home become filled.

• 30 hrs * 6 employees * $45 = $8,100 per Month

• $8,100 * 12 months) = $97,200 per year


Project Management Screen Shot

Expected Benefits

With the implementation of the new process the Return on Investment will double the

cost to implement it within 2 years. This will happen by eliminating almost all of the overtime

except for out of business hours emergencies. With the new process maintenance technicians will

be able to better prioritize work orders based on severity and do so in a timely manner. Which

will give customers improved service, which will in turn make them more willing to recommend

to others to move into the newly built homes.

Current System Information

The current maintenance system is based on residents calling and reporting issues to the

main office which is usually preoccupied with everyday office work and requires additional staff

and overtime to make up for the additional work. Aside from that, the employees that are


handling the complaints would like a more organized approach. They currently receive the calls

from the office with little to no detail, sometimes while they are still trying to complete a task. It

is hard for them to remember everything and still try and stay on top of what they are doing.

Aside from property maintenance they have a large area of land that requires upkeep. These

items include resort facilities such as an indoor pool area, and plowing snow off roads, along

with road repair.

The current system for billing is not ideal either. When work is done at a property the

team member completing said work then fills out a detailed billing invoice and sends it in to the

office. The office then reviews the invoice and sends a detailed billing slip out to the client who

in turn returns a payment within the allotted time period of up to 30 days. During that time the

company goes without payment for the cost of repairs and would like to expedite the billing and

payment process if possible.

Currently customer billing and payment information is filed and kept in a storage room

for 2 years and then shredded to prevent client personal information from being compromised.

This room could possibly be used for an office for the additional staff since they are currently

sharing the desk in the lobby that is usually reserved for greeting guests, logging visitors, and

taking requests for the residents. This has been done through Microsoft Excel with the Microsoft

Office 2010 bundle. The company has had this system since it was implemented originally in

August 2010. They have been debating upgrading to Microsoft Office 365 for the cloud-based

storage to help with eliminating the filing system.

There are currently six maintenance employee’s and six office personnel. The

maintenance employee’s work in groups of two so only 3 tablets would be required. The office

personnel are made up of four full time salaried positions and 2 part time employees who are


currently working full time hours. The current processing system on all the desktop computers is

windows 10. They currently share the two desktop computers at the front desk and the two

desktops in the back office. They are hoping to add two more terminals for the other two full

time employees in the current file room once they upgrade to the cloud-based filing system. This

would allow the part time employees to work at the front desk and would not require them to

work any overtime to cover the remaining tasks. Each office member works one day a week and

every other weekend to cover the evening shift and the same with the maintenance workers being

on an on-call basis. There are currently 12 occupied homes in the development, and 6 newly

built homes which are in negotiations of sale. Along with the 4 ongoing construction projects

this will bring the total to 22 homes that your company is servicing. The developer plans of

expanding much more of the land that he has accessible

Source Documentation


As you can tell from the phone call dialog there was some discrepancies between the two

calls. What the office member failed to mention to the Technician was that the leak had gone

through the floor into the ceiling below and that too would need to be repaired. The Technician

fixed the leak and came back the following day to repair the ceiling, however had he known

about the ceiling he could have got the necessary materials to fix both issues in one trip to the

residence and save himself some time and the customer some money.


Receipts


The above two documents show the receipts for Mrs. Hellen Griswald. The first

handwritten copy from the Technician and the second with the company heading from the Office


Member. Had the Technician had access to the software he could have done this himself

electronically and saved the Office Member from unnecessary work.

Proposed System Information

System Requirements

The System must be able to do the following:

Organize the tickets by severity (Fresh Desk).

Handle Billing (Wave).

Send Notifications to residents (Fresh Desk).

Notify on call personnel when there is an emergency (Fresh Desk).

Reasons to Implement the System

Having the System will provide the following advantages:

• Less main office staff and overtime will be needed by eliminating the need to call the

main office to report issues.

• A more organized approach for the employees that are handling the complaints.

• Better accuracy and more details for the issues being reported.

• Expedited billing and payment process which will allow for faster invoicing, review and

payments.

• Eliminate the shredding cost with new cloud-based storage.

• Have more room that can be used for an office for the additional staff by moving to new

cloud-based storage.


• By moving to new tablets and Windows 10, the data will be synchronized on tablets and

phones, so the maintenance workers won’t have to return to the main office as often.

• Retain the client list on all the devices for reference when completing or documenting

assignments.

SWOT Analysis

• Strengths:

o Owners want the change.

o Cost saving on the long run.

o Experienced maintenance crew.

• Weaknesses:

o Initial costs for project.

o Ongoing maintenance.

o Future upgrades.

• Opportunities:

o Company is well positioned for change.

o Company stands to gain by being first in the field.

• Threats:

o Resistance to change from residents.

o Resistance to change from maintenance workers.


System Definition

The System will include the following:

• Fresh Desk (Ticketing System)

• Wave (Billing System)

• Collective, lightweight HTML application

• Tablets

• Windows 10 Operating System

Type of system

This system is a Transaction Processing System to allow end users to pay due

bills/invoices and create maintenance ticket requests. It also allows the ability to delegate end

user levels of access and authentication. The proposed system utilizes a lightweight HTML

application that will centralize two standalone services for use. The first is the use of a service

called Wave, which is a billing and payment processing system. The second is the use of a

service called Freshdesk, which is a task delegation and ticket processing system.

Payroll in Wave

Employee Main Page Sample


Employee Detail Page Sample

Invoicing in Wave

Invoice Main Page Sample

Invoice Detail Page


Customers Main Page

Customers Detail Page

Payments Main Page


Fresh Desk Tickets

Fresh Main Page

Fresh New Ticket


Fresh Agent Dashboard

TCO

Our consultation fee is waived should you accept our offer. If not, we charge $100 initial

fee and an hourly rate of $50 per work performed. For implementation we have planned for two

weeks at 40 hours for our 5 employees at $35 per hour. After the first week we have planned to

stay on with the company for two additional weeks for training and troubleshooting at 40 hours

per work and $35 per hour. We offer a one-year free technical support after implementation and

training has finished, followed by a yearly fee of $500 if you wish to stay on with us.

The new client list will be stored on the applications Wave and Fresh Desk via their cloud

servers. Fresh Desk is billed yearly or monthly, and we would require four accounts. Three

accounts for the three groups of technicians since they work in groups of two, and one account

for an office member to manage. The yearly rate is $29 dollars per user per year at four users

and would be $1,392. That is a one-time fee compared to the monthly rate of $39 for four users

which would only be $156 per month but $1,872 per year. The difference between them would

cost an additional $480 if you were to pay by month.


Wave is a free software that would only charge you a rate per transaction for receiving

payments through them. They do charge for payroll which is the other option you requested

which has a $35 base fee plus a fee of $4 extra per employee. That includes the handling of your

payroll taxes. Based on the twelve current employee’s you are looking at a total monthly fee of

$83 for worry free payroll application that is synced into your company’s billing system. A

server (w/ server case), two personal computers, and three tablets will be purchased. The server

we have selected is the HPE ProLiant ML350 Gen10 Performance Server. The cost for/ this

system is $2056.63 which may seem high except the system is upgradable so that it can grow

with your company. The two desktop PC’s we chose for the file room are the HP EliteOne 800

G4 and the cost associated with them would be $992.91 each for a total of $1,985.82. The two

new PC’s will be interconnected with the current system via Windows 10. Each system (aside

from the tablets) will have access to the server via the LAN network. A DMZ will be set up to

monitor and restrict access. Once all the devices are updated, we will upload the client

information from the file room to the server.

As for the three tablets we recommend that the company add them to their technician’s

company cell phone service. They can be added to the network plan for less cost than currently

feasible for our system. The cell phone service that the company uses is AT&T wireless. The

recommended device would be the Samsung Galaxy Tab S4. It is compatible with both

applications that we wish to install that are easily accessible from the app store. The fee from

AT&T would be $25 dollars per month, per device, for 2 years. The fee for activation is waved

being that it is a business account and the charge per line is $9.99 per device, per month. The

estimate would increase the bill by $104.97 per month.

https://www.google.com/shopping/product/411018850928177636?newwindow=1&client=firefox-b-1-d&sxsrf=ACYBGNQ-JSfRdj_U1ZnrnLGJu_EqGs0_lg:1576000948720&q=hp+server&biw=1920&bih=966

https://store.hp.com/us/en/pdp/hp-eliteone-800-g4-all-in-one-uma-pc-3cj73av-mb

https://store.hp.com/us/en/pdp/hp-eliteone-800-g4-all-in-one-uma-pc-3cj73av-mb


For device protection it is also recommended that the company purchase a protective

case for each device. They are estimated at 32.99 for each device but protect from water and

dust which the technicians will encounter frequently. The total cost for the cases would be 98.87

but would save the company a yearly fee of $200 for repairing a device under AT&T’s device

insurance policy.

We feel that without these upgrades your company will continue to be overwhelmed.

There are currently 12 occupied homes in the development, and 6 newly built homes which are

in negotiations of sale. Along with the 4 ongoing construction projects this will bring the total to

22 homes that your company is servicing. The developer plans of expanding much more of the

land that he has accessible and without these upgrades your company will not be able to keep up

with the growing number of residents.

Cost of Consultation Without Implementation

A $100 initial fee followed by a fee of $50 per hour worked per worked preformed. A

total of 5 employees have logged 40 hours each into this presentation. We would only be

charging a flat rate of $50 per hour for all 5 employee’s 40 hours. This leaves us with the total

cost of $2100 which as we mentioned previously will be waived if your company were to accept

our offer.


Diagrams

• FDD

• Context Diagram


• DFD

• ERD


Client List

Hellen Griswald Lot 216 216 Crescent Way Crescent NY 12345 (919)584-0216

Peter Parker Lot 240 240 Crescent Way Crescent NY 12345 (919)584-1478

Dick Tracy Lot 210 210 Crescent Way Crescent NY 12345 (919)584-1686

Pepper Potts Lot 120 120 Crescent Way Crescent NY 12345 (919)584-2698

Steve Stifler Lot 164 164 Crescent Way Crescent NY 12345 (919)584-9765

Charles Xavier Lot 010 10 Crescent Way Crescent NY 12345 (919)584-0010

Will Smith Lot 182 182 Crescent Way Crescent NY 12345 (919)584-7654

Carleton Banks Lot 228 228 Crescent Way Crescent NY 12345 (919)584-1254

Peter Griffin Lot 084 84 Crescent Way Crescent NY 12345 (919)584-1596

Jennifer Lopez Lot 106 106 Crescent Way Crescent NY 12345 (919)584-3698

Eddie Murphy Lot 062 62 Crescent Way Crescent NY 12345 (919)584-8521

Olivia Benson Lot 296 296 Crescent Way Crescent NY 12345 (919)584-9461

Prototype

The Prototype has been developed using an online prototyping tool called Marvel.

Marvel is a free to use platform that allows users to develop images that represent different

product interfaces and wireframes to allow for better product User Interface (UI) and User

Experience (UX) development. Our prototype has been constructed to allow for the Client to

walkthrough the general layout of the final product deliverable and consider its potential uses.

This product prototype is subject to change per client instruction at any time and is meant as a

placeholder to represent a final deliverable.

The Prototype can be viewed at the following link. More thorough user instruction can be

found in the Training & User Documentation section below.

https://marvelapp.com/5154h02/screen/64757997

https://marvelapp.com/5154h02/screen/64757997


To access the Prototype, navigate to the destination shown in the hyperlink above, which

will resolve to the Prototype’s homepage. Once on the Homepage, click the Application Icon on

the device screen to launch the Prototype application. The finished deliverable will have a fully

functioning authentication system to allow different user permission delegation, but this

Prototype has shortcuts defining the 3 levels of access: Administrator access (shown as the

Admin button), Maintenance Technician access (Shown as the Maintenance button), and

Resident access (shown as the Resident button). Each level of access has unique options that

allow the user to access different parts of the proposed system. Administrators have access to

launch Wave, to access financial records, create and edit existing invoices, and Freshdesk to

create or view maintenance ticket requests. Maintenance Technicians have access to launch

Freshdesk to view existing and open maintenance ticket requests and create new maintenance

ticket requests in case the request requires further work, and Wave to create invoices to send to

the Resident. Residents have access to launch Freshdesk to create new maintenance ticket

requests and Wave to pay existing maintenance invoices. The ‘Back’ options in each applicable

product screen will take the user back to that user’s ‘Home’ Screen. The ‘Logout’ button at the

bottom of each user’s ‘Home’ Screen will take the user back to the ‘Login’ Screen.

The prototype screens represent an implementation of a lightweight HTML application

that can be installed on any device necessary to allow end users to easily access the services that

they need. In a final product deliverable, the options in the application will directly link to the

relevant services using an authentication system developed to securely log users into the

necessary services.


Project Plan

Project Schedule

The following project schedule represents a tentative itemized schedule of adoption if the

Client chooses to implement the proposed system. This schedule is subject to change per client

instruction and can be more closely tailored to allow for more extensive user training. The

schedule has been formulated on the agreement that the implementation of the system should

take 2 weeks from the adoption of the proposed system and training of the system will occur for

2 weeks after the system is implemented. The following schedule lays out the tasks that will be

necessary to implement the system, ensure that all users have access to the system, and then

follow a train-the-trainer training model to ensure concrete system adoption.

System Changeover

The following system changeover documentation will provide system migration

information from the Client’s current Information System infrastructure into the proposed

Information System’s infrastructure. This approach will be multi-tiered to allow enough time for

end user adoption. The system changeover will occur upon agreed start date defined by the

Client and will be executed to match as close as possible to the proposed changeover plan. The

expectations of the Client show that they prefer a Parallel Changeover implementation that


allows the end users to continue using the old system while the proposed system is fully

configured and implemented. This is a low risk implementation as the Client can continue

operating normally while the proposed system is configured and tested to ensure minimal system

outage.

Training & User Documentation

The following documentation serves as a training manual for a full step by step

walkthrough of the proposed system and prototype. System administrators will be required to

review the documentation provided by Wave & Freshdesk for assistance on those platforms.

Admin User

The Admin User can follow the below step by step instructions to access the system:

• Download the ‘Crescent’ Application from your device’s App Store

• Once downloaded, navigate to the ‘Crescent’ App


• Then Click on the Email & Password areas on the login screen and enter your credentials

• Once entered, click the Sign In button

• Once Signed in, you can select any of the four options listed to access the relevant

services. You can also select ‘LOGOUT’ to log out and go back to the Sign In Screen


• For information on using Wave to manage the Financial Services system, please

consult Wave’s user documentation here: https://support.waveapps.com/hc/en-us

• For information on using Freshdesk to manage or create Maintenance Tickets, please

consult Freshdesk’s user documentation here:

https://support.freshdesk.com/support/home

Maintenance Technician User

The Maintenance Technician User can follow the below step by step instructions to access the

system:



https://support.waveapps.com/hc/en-us








Resident User

The Maintenance Technician User can follow the below step by step instructions to access the

system:











Support & Helpdesk

The following documentation devises a plan to assist the Client with minimizing support

and helpdesk costs and allows a thorough analysis of the available support resources. All

Systems Go will also supply the Client with ongoing technical support that will be utilized at an

agreed upon cost of $500/year after the first free year of support and is based on a 1 billable

hour/month basis. The Client can purchase additional technical support assistance from All

Systems Go at a rate determined at the time of invoice generation after service has been granted.




For issues with Freshdesk, the Client can contact Freshdesk Support directly at

https://support.freshdesk.com/support/home by submitting a ticket or consulting their technical

documentation. For issues with Wave, the Client can contact Wave Support directly through the

built in Live Chat function at the bottom left of the Wave website or by consulting their Help

Centre and Community forum at https://community.waveapps.com/?referer=app.

For issues stemming from the HTML application that was customized by All Systems

Go, the Client can contact our Service & Support Specialist directly via email or phone call. The

contact information for this Specialist will be given to the Client in their onboarding package if

the Proposed System Request is agreed to. This contract will allow the Service & Support

Specialist to have 1 hour per month to dedicate to the client’s issues for a fee of $500/year. The

Client can request more time if needed by contacting the Service & Support Specialist for a

quote on requested services. An invoice will then be presented to the Client once the service has

been completed.

Future Upgrades

The following documentation will assist the Client with performing regular security

updates and system upgrades in the future. If the Client requires, All Systems Go can also be

contracted to perform system updates and upgrades for a fee determined at the time of service

request. The Proposed System has been documented to contain a commercial Windows Server to

manage the network configuration of the Client’s main office, 2 personal computers, and from 3

to 10 portable Windows tablets. Once connected to the network, the Client can choose to

upgrade all devices per the guidelines detailed by Microsoft in the following support articles:

https://docs.microsoft.com/en-us/windows/deployment/update/waas-manage-updates-wsus


https://community.waveapps.com/?referer=app



https://docs.microsoft.com/en-us/windows/deployment/update/waas-wufb-group-policy

https://docs.microsoft.com/en-us/windows/deployment/update/waas-wu-settings

To upgrade the system, the Client can choose to purchase more tablets to expand their device

coverage to all maintenance employees. They can also choose to upgrade their internal

infrastructure to expand the services they offer while integrating new services into the existing

infrastructure. The Client can contract All Systems Go to expand or upgrade their system on a

per instance basis. All Systems Go reserves the right to table an upgrade discussion until a proper

proposal can be established.

Meeting Minutes

Outlined in the below section are a copy of Meeting Minutes that were recorded

throughout each meeting that the project team held. All material disclosed in meetings is subject

to non-disclosure as sensitive project material was discussed at length. A summary can be found

below of all matters discussed at each meeting.

• 10/4 o Attendees:

▪ Full Group text chat meeting o Discussion of deliverable focuses o Assignment of member responsibilities

▪ Sarah

• Consulting Information

• Client Information ▪ John

• Current System info ▪ Abdelfattah

• Proposed system information

• Prototype ▪ Cory

• Preliminary Investigation




▪ Dylan

• Project Planning

• Meeting Minutes

• Can assist with Prototype as well o Creation of Meeting Minutes document


▪ Omar, John, Sarah, Dylan o Discussion of deliverable focuses o Discussion of next step in the report progress o Discussed substance of project

▪ Suggested Fresh CRM for the ticket/employee interaction ▪ Property management firm could upgrade to tablets for employees

o Discussed scope of proposed system ▪ In depth

• type of system

• Transactional systems

• Prelim investigation is required to see how far we want to go with

project o Need to identify problems with current system o Need to plan the business cases that the proposed system

would solve


▪ Every team member present o Discussed Status Report o Discussed roles and responsibilities for each o Discussed timeline for deliverables o Discussed suspension of meetings until relevant timetable resumes


▪ Everyone o Discussed document production and project timeliness o Discussed progress on roles of project and fabrication of scenario documentation o Each member defined the assets that will be disclosed in each section o Overall progress updates o Discussed suspension of meetings until relevant timetable resumes


▪ Everyone o Discussed Group progress o Outlined each group member section and delegated specific tasks to each member o Discussed



▪ Everyone o Discussed each member’s project status

▪ Group working on client & deliverable content o Discussed project overall status o Discussed project tasks to be completed by next meeting


▪ Everyone o Discussed each member’s progress & tasks still pending completion

▪ Sarah

• Has fictional company information all completely fabricated

• Has client company information all completely fabricated

• Tasks to do: o Redo org charts o Make app logo o Add content to various report sections

▪ Corey

• Has worked with John to complete current system information and

place that through the preliminary report

• Working to complete various report sections ▪ Omar

• Has auxiliary services configured and setup

• Working to complete various report sections ▪ John

• Has Current system info complete fabricated

• Working to complete various report sections ▪ Dylan

• Working to complete prototype and system changeover

• Has to complete user training documentation once other members

have system screenshots available


▪ Everyone o Discussed the progress on the Final Draft of the Proposal o Exported out of documentation sharing medium and formatted Proposal locally


References

APP Pricing

Fresh Desk https://freshdesk.com/pricing

Wave https://www.waveapps.com/pricing

Desktop Price

https://store.hp.com/us/en/mdp/business-solutions/eliteone-800-all-in-

one?jumpid=cp_r12131_us/en/psg/hp_elite_aio_mlp/eliteone-800-aio-shop-now#!

Server Price

https://www.google.com/shopping/product/411018850928177636?newwindow=1&client=firefo

x-b-1-d&sxsrf=ACYBGNQ-

JSfRdj_U1ZnrnLGJu_EqGs0_lg:1576000948720&q=hp+server&biw=1920&bih=966&prds=ep

d:3281157428691653453,prmr:3&sa=X&ved=0ahUKEwjygpPH1avmAhUn11kKHemXDdEQ8

wII0AQ

Tablets and Casing

Protective Case https://www.amazon.com/Waterproof-Temdan-Full-Body-Kickstand-

Protective/dp/B07MX2WRLC

Tablet Pricing https://www.att.com/buy/tablets/samsung-galaxy-tab-s4-64gb-black.html

Graphic Vectors

https://conceptdraw.com/a2005c3/preview

https://www.westencoast.com/2018/12/20/project-management/

https://webstockreview.net/images/handshake-clipart-honesty-2.png

https://freshdesk.com/pricing

https://www.waveapps.com/pricing

https://store.hp.com/us/en/mdp/business-solutions/eliteone-800-all-in-one?jumpid=cp_r12131_us/en/psg/hp_elite_aio_mlp/eliteone-800-aio-shop-now

https://store.hp.com/us/en/mdp/business-solutions/eliteone-800-all-in-one?jumpid=cp_r12131_us/en/psg/hp_elite_aio_mlp/eliteone-800-aio-shop-now

https://www.google.com/shopping/product/411018850928177636?newwindow=1&client=firefox-b-1-d&sxsrf=ACYBGNQ-JSfRdj_U1ZnrnLGJu_EqGs0_lg:1576000948720&q=hp+server&biw=1920&bih=966&prds=epd:3281157428691653453,prmr:3&sa=X&ved=0ahUKEwjygpPH1avmAhUn11kKHemXDdEQ8wII0AQ





https://www.amazon.com/Waterproof-Temdan-Full-Body-Kickstand-Protective/dp/B07MX2WRLC

https://www.amazon.com/Waterproof-Temdan-Full-Body-Kickstand-Protective/dp/B07MX2WRLC

https://www.att.com/buy/tablets/samsung-galaxy-tab-s4-64gb-black.html

https://conceptdraw.com/a2005c3/preview

https://www.westencoast.com/2018/12/20/project-management/

https://webstockreview.net/images/handshake-clipart-honesty-2.png


https://www.svgrepo.com/svg/196250/loyalty

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General Information

https://www.kinetechcloud.com/about-us/

User Documentation






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https://www.kinetechcloud.com/about-us/




