TELECOM SERVICE MANAGEMENT SYSTEM

SYSTEM SPECIFICATIONS DOCUMENT

Prepared by:

ICT R,D&I BUSINESS & SYSTEM ANALYSIS

FOR
SOFTWARE DEVELOPMENT UNIT
UGANDA POLICE HEADQUARTERS
P.O.BOX 7055,
KAMPLA, UGANDA

SEPTEMBER 202l

Edition 1

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ACRONYMS +

UPF Uganda Police Force

ICT Information Communication Technology
R,D&I Research, Development & Innovation
IT/IM Information Technology & Information Management
SWD Software Development
TSMS Telecom Service Management System
SDLC System Development Life Cycle
SRD System Requirements Document
URL Uniform Resource Locator
APN Access Point Network
IEEE Institute of Electrical and Electronics Engineers
HTML Hyper Text Markup Language
HTTP Hypertext Transfer Protocol

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Table of Contents
ACRONYMS..................................................................................................................................ii
Table of Contents...........................................................................................................................iii
Executive Summary........................................................................................................................iv
1.0 Introduction...........................................................................................................................1
1.1 Background...........................................................................................................................1
1.2 Problem Statement................................................................................................................2
1.3 Purpose.................................................................................................................................3
1.4 Scope.....................................................................................................................................3
1.5 Objective of SSD..................................................................................................................3
2.0 Overall Description..................................................................................................................4
2.1 Functional Requirements...........................................................................................................4
2.2 Product Perspective..............................................................................................................4
2.3 Task Profiles.........................................................................................................................4
2.4 User Classes and Characteristics..........................................................................................6
2.5 System Design......................................................................................................................6
2.6.1 System flow.........................................................................................................................8
2.6.2 Table Structures..............................................................................................................13
3. External Interface Requirements........................................................................................16
3.1 User Interfaces....................................................................................................................16
3.2 Hardware Interfaces............................................................................................................16
3.3 Software Interfaces.............................................................................................................16
4. Non-Functional Requirements............................................................................................17
4.1 Software requirements........................................................................................................17
4.2 Hardware requirements...................................................................................................17
4.3 Performance Requirements.................................................................................................17
4.4 Safety Requirements...........................................................................................................18
4.5 Security Requirements........................................................................................................18
4.8 Reporting............................................................................................................................18
4.9 Intellectual Property Management......................................................................................18
5. Conclusion..............................................................................................................................19

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Executive Summary
This document presents the System Specification Requirements to be met by the UPF ICT
R,D&I Software Development Unit to provide an electronic solution (Telecom Service
Management system)
Apparently, the ICT Directorate is using manual system to track, record, retrieve, and manage
transactions and business operations which are ineffective. The directorate cannot successfully
trace details of telecom services provided to individuals, departments, specialized units and
directorates.
Therefore, the perspective Telecom Management System is intended to address above challenges
through automating the entire business processes hence reducing data redundancy, improving on
accountability, transparency and consistence in provision of telecom services

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Approvals

ASP Mutasa Ivan

Head RD&I
…………………………………

ASP Kitimbo Daniel

Business & System Analysis
Unit
…………………………..

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1.0 Introduction

Information and communication technology is transforming the way work processes are
carried out in Uganda Police, leading to a much greater dependency on electronic records.
This transition to a fuller electronic environment presents opportunities in digitizing Police
processes. Paper records will continue to exist and be generated for the foreseeable future,
there is a general concern about the ability of UPF to manage and preserve those electronic
records that are needed to support policymaking, quick delivery of services, promote
accountability and archival obligations.

NECC, IT/IM and ECM department of ICT directorate are currently using manual based
system. This involves a lot of paper work, filling in forms, writing of report as well as
keeping track of services offered to the staff of UPF. As a result of using a manual system,
the directorates experiences high costs in buying stationery, storage space and wastage of
valuable time causing delays in performing daily tasks leading to its poor performance. In a
bid to keep records of telecom services, the proposed system will be able to track
transactions to meet the demands of corporate accountability.

1.1 Background
The cardinal role of ICT directorate of Uganda Police is to provide telecommunication
services through NECC, IT/IM and ECM to Police, Administrative and operational units.
The directorate receives quarterly funds from Uganda Police Budget to support
communication services, which are centrally managed and supervised by the Director of
ICT. The services offered include voice provided by NECC department, call data by ECM,
data/internet, APN, Modems by IT/IM. The above services are acquired through the normal
government procurement procedures and the vote for telecom services is reflected in the
quarterly expenditure work plans.

The breakdowns of the services that include voice, data and call data records are reflected
in the invoices that are sent by different mobile telecom operators to directorate of ICT who

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 in turn dispatches a fully compiled document to finance department at Police Headquarters
to process payments for the services.
The department of finance generates LPOs (Local purchase orders) which are signed by the
representatives of different mobile telecom operators to confirm allocation of funds for the
various telecom services as per the invoices delivered.

Funds are processed and wired by EFT to the accounts of different mobile telecom
operators in order to facilitate the provision of telecom services to Uganda Police Force

Service Providers to Uganda police force include UTL, MTN, Airtel Uganda, Africell,
Sysnet ltd and Smile Telcom and service provided to the respective departments of ICT
include the following:

I. The department of NECC provides schedules through emails to the different mobile
operators which includes CUG (Minutes), auto loads and operational airtime. The
services of CUG and auto loads are postpaid (pay after the service). Toll free
services, E1 lines and operational airtime are prepaid (payment before the service)
II. The department of IT/IM also provides internet/data, modems and APN services
from service providers to different mobile operators
III. The department of ECM provides; call data records, mobile money records, Simard
records and KYC (know your customer)

1.2 Problem Statement

The ICT directorate is using manual system to track, record, retrieve, and manage,
transactions and business operations which are ineffective as the directorate cannot
successfully trace telecom services provided to individuals, departments, specialized units
and directorates. This manual system poses a lot of challenges which may include but not
limited to.
i. Inconsistency in data entry
ii. Inaccuracy in managing records
iii. Reduction in sharing information and customer services

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 iv. Time consuming and costly to produce reports
v. Lack of security
vi. Duplication of data entry
Therefore, in a bid to address the above challenges, the director ICT proposed to have an
automated management information system to track and manage all transactions in NECC,
ECM and IT/IM departments. The automation of the system comes with some of the
following advantages.
i. Eliminate the manipulation of paper documents
ii. Reducing Operational Costs
iii. Increasing Productivity
iv. Security of the data
v. Increasing Reliability
vi. Optimizing Performance
vii. Easily manage decentralized teams in different time zones

1.3 Purpose

The proposed system is intended to replace the current manual system that has proved to be
ineffective and time consuming and the desired state is to have an automated system that
will address accountability issues hence improving the way services are provided or
delivered within the ICT Directorate.

1.4 Scope
This System will address the entire business flow and process of acquisition of telecom
services from service providers to the final end-users through capturing, retrieving,
managing data / information of all transactions thereby enhancing consistency,
transparency, efficiency and accountability within Uganda Police Force.

1.5 Objective of SSD

i. To guide the development of the proposed system that will answer user’s needs.
ii. The document stresses how to modify requirements of theproposed system which will
help in tracking and monitoring all the services given to the staff of UPF

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 iii. To analyze the business process of how telecom services are acquired from
procurement to the final consumers
iv. The document addresses all parties and stake holders involved in the entire
acquisition of telecom services

2.0 Overall Description

2.1 Functional Requirements

The functional requirements analysis of the system is mainly to determine the power
demand of potential users of the proposed Telecom Management System. The system
function requirement analysis of this application determines the needs of the system users.

The access levels of system users shall include Data entrant, officer in charge (OC), System
administrator and the top-level Managers of the ICT directorate and inspector general of
Police.

2.2 Product Perspective

The proposed system will be able to store the following core information
i. Voice (CUG (Closed User Group), Auto load, Toll free, Operational airtime)
ii. Data /internet
iii. Modem
iv. APN (Access Point Network)
v. Call data

2.3 Task Profiles

S/No TASK USER TYPE TASK DETAILS
1 Login All users Users shall enter valid
username and password.
After successful login,
username, date, time,
workstation and computer
number shall be saved in the

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 logs.
2 Dashboard All users The dashboard Window shall
display the name of the user
logged in, the workstation
and the location of the
workstation.
3 User Administration System administrator The Administrator shall
create user accounts
enter/modify user security
level or rights

4 Report Head IT/IM, NECC, ECM The Report Windows shall

and director ICT allow the HODs and director
to select and view reports
generated by the system.
Director and IGP will be able
to see 360 degrees
5 Data entry window Data entrant The entry page shall have a
tab bar for add entry and
view saved data

Hierarchical chart

Start

Login

Dashboard

NEEC Dept ECM Dept IT/IM Dept Management

dept

Voice M Money Simcard Call Data KYC Data Modem APN Report
Records s

Exit

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2.4 User Classes and Characteristics
Users of the proposed system shall be able to perform the following tasks:

i. Director.
The director should be able to access and monitor all the reports in the system
(360 degrees)
ii. In-charge.
The In-charge must monitor logs and confirm requests and receives reports from the
system
iii. System Administrator.
The admin should access the logs, creates and manages accounts for users.
iv. Data entrant. The Data entrant should ideally be able to enter and feed the system
with data/information for the services received from the service providers and
forward them to the concerned departments

2.5 System Design

System design shall be based on the list of user requirements which focused on data capture,
data Storage, file design and the user interfaces.

`The purpose of system design is to translate the system requirements into more technical
specifications. Through a user case survey and a logical analysis of user’s expectations and
system functionalities, the proposed system components provide a detailed description for
each identified component and produces a physical data system design (with documentation)
that allow the system developers to construct each component (layer) accordingly. At the
end of the system design phase, hardware, software tools and skill requirements, and other
resources will be identified, and a system development unit will be drawn and after that, the
construction phase will begin

2.6 Concept diagram

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2.6.1 System flow

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 System flow is a way of displaying how data flows in a system and how decisions are made
to control events. To illustrate this, symbols are used as shown above

Level one diagrams for telecom service management system

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Director process flow

IT&IM PROCESS FLOW

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NEC process

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ECM Process

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2.6.2 Table Structures
The table structures below give detailed information about fields that consists into the
system to enable the users in capturing and accessing data. This specifies the fields with in
the table structures

i. Request Table

S/No Field Name

1 Type of request (Verbal, Written)
2 Type of service (Simcard, data, airtime/voice, MM records, modem,
APN))
3 Purpose
4 Requesting officer
5 Position
6 Contact number
7 Directorate
8 Department
9 Unit
10 Region
11 District/Division (station)
12 Amount
13 Date of Request
14 Status

ii. Service providers Table

This table shall have all the records of service providers

S/ Field Name Sub activity

No
1 Service provider Name  MTN
 Airtel
 UTL
 SMILE
 AFRICEL
 NITA
 SYSNET
2 Type of service provided Voice, Data, Modem, APN
3 Contract Period 2yrs

4 Remaining Period

5 Termination/Renewable Date
6 Status

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iii. Voice table (NEEC)
The voice table below captures general information concerning the voice details of
UPF staff

S/No Field Name

1 Type_of_service (CUG (Closed User Group), Auto load, Toll free,
Operational airtime)
2 Line/Simcard Number
3 Holder Names/ office/others
4 File/force number
5 NIN Number
4 Type_of_Simcard (Official or Personal/Private)
5 Other_contact
6 Directorate
7 Department
8 Unit
9 Region
10 District
11 Position
12 Amount
13 Date of Request

iv. Data /internet (IT/IM)

S/ Field Name Sub activity

No
1 Type of service  Data
 Modem
 APN
2 Region KMP
3 District Wakiso

4 Site location  Police HQ

 Specialized units
 Police regions
 Police division
 Station
 Directors’ residence
5 Site Name PSU Site

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 6 Contact person Staff officer
7 Contact Person number 078956895
8 Simcard Number (official line)
9 Capacity (mbps) 10
10 Rate per (mbps) 5000
11 Amount 50000 (Calculate No. 8*No.9)
12 Directorate
13 Department
14 Unit
15 Date of Request

v. Telecom Records (ECM)

S/ Activity Sub activity

No
1 Type of Service  Call data records
 Mobile money records
 Simcard/ history
 Handset(mobile) history
 KYC (sim registration details)
2 Region KMP
3 District Wakiso
4 Division
4 Requesting Office CID
5 Requesting Officer ASP Kitimbo
6 Contact number 078956895
7 Court order Reference No.
8 Court order upload Pdf
9 Court Name Buganda road
10 Type of court  High court
 Grade 1
 Grade 2
11 Date of court order
12 Expiry of court order
13 Police reference No.
14 Date of Request

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 vi. User Account management

The system will provide the functionality for creating, updating of the user accounts.

The entries required for the creation of user account include.

S/ Field Name
No
1 f/number
2 full names
3 Username
4 Password
5 Email address
6 User type
7 Status

3. External Interface Requirements

3.1 User Interfaces
The user interface will be simple and consistent, using terminology commonly
understood by the intended users of the system. The system will have a simple interface,
consistent with Uganda Police standard interfaces. User testing will be used to ensure the
user interface is clear (simple, commonly understood vocabulary, intuitive to use without
training), complete (users can perform all functions from the interface), and consistent
(buttons and wording are the same throughout the system). For additional details see
Appendix A

3.2 Hardware Interfaces

No extra hardware interfaces are needed. The system will use the standard hardware and
data communications resources. This includes, but is not limited to, the general Ethernet
network connection at the server/hosting site, network servers, and network management
tools. This system

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3.3 Software Interfaces
The proposed system shall be developed using suitable software as shown below as well
as the operating system on which shall be implemented and deployed.

Software used Description

Operating system Windows operating system was chosen because its best
support and user-friendliness.
Database To save the records, SQL+ database was chosen
.Net To implement the project, .Net language was chosen for
its more interactive support.

3.4 Communications Interfaces

The proposed system will use the communications resources which include, but not
limited to, HTTP protocol for communication with the web browser, the web server and
TCP/IP network protocol with HTTP protocol.

4. Non-Functional Requirements
4.1 Software requirements
Operating System: to guide the system developer to develop a system that can run on
different operating systems platforms as long as it can be able to connect to the internet.
Operating system like windows XP, Linux and windows10 or higher version
4.2 Hardware requirements
Some of hardware requirements are.
i. A personal computer with at least 6GB RAM running on Intel Core i-5.
ii. CPU speed of 2.40GHz,
iii. 500GB of hard disk space,
iv. Accessories: Keyboard and Mouse.
v. Server

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4.3 Performance Requirements
i. The system shall be built to be scalable to accommodate evolving use requirements
and with standard interfaces for interoperability with other systems.
ii. The performance of the system in terms of mean response time shall be optimised
for communication infrastructure with limited resources.
4.4 Safety Requirements
If there is extensive damage to a wide portion of the database due to catastrophic failure,
such as a disk crash, the recovery method restores a past copy of the database that was
backed up to archival storage (typically tape) and reconstructs a more current state by
reapplying or redoing the operations of committed transactions from the backed-up log, up
to the time of failure.

4.5 Security Requirements

The proposed system shall be developed with inherent ability of the system to reliably
control, monitor, and audit who can perform what actions on these resources and the ability
to detect and recover from failures in security mechanisms thus SSL Certificate shall be
purchased to add on already on the security features in place.

Security for managing content revolves around two main processes: authorization and
authentication.

i. Proposed system shall grant access to the information to only authorized users.
ii. The system users on the proposed system shall be able to change the user password
in order to protect the system from the crackers and hackers.

4.8 Reporting
The business analysis unit shall receive the weekly status report from software
development unit and provide through presentations and to the End-Users with a written
weekly progress report to the head NECC.

4.9 Intellectual Property Management

i. Confidentiality and Non-disclosure of the proposed project information. None of
the stakeholders shall disclose any information about the project to any outsider
without written permission from the IGP.

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 ii. Ownership of the proposed system. All the source code and project
documentation shall remain the property of the Uganda Police Force (UPF).

5. Conclusion
Information technology has developed rapidly and continues to break new grounds thus
to maintain good services records within communication department of UPF ICT
Directorate, it’s good for the departments to have an efficient computerized system.
The requirements gathered will lead to the development of proposed telecom service
management system in order to eliminates all the challenges encountered as a results of
manual system

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Appendix A: System Detailed Specifications

i. General
a. Project-specific standards will be used to ensure consistency across the tools. The
pages can be viewed with Microsoft Internet Explorer versions and Fire Fox.
b. The pages will be designed for screen resolution of 800 x 600 pixels as a
minimum.
c. Proper functionality of the application will require that cookies be enabled in the
browser settings.
d. Arial font will be used across the tools.
ii. Readability
a. Terminology used in the tools should be easily understandable by the user.
iii. Page design
a. All pages performing similar functionality should have consistent Look & Feel.
b. Appropriate titles should be given to each page. The titles should specify the
functionality of the page.
c. Appropriate alternate text should be provided for all the images, to help in
navigation and better readability.
d. The title tag and the Meta description tag in the web pages will be carefully
constructed to include the focused keywords so these keywords will be highly
visible in the search engine results pages, making the product more useful to the
general users after the public rollout.
iv. Navigation:
a. Navigation facilities will be provided to navigate from one page to another page
with minimum number of clicks.
v. Messages:

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a. Descriptive and user-friendly messages for invalid input should be provided in all
the pages. Completion/Confirmation messages should be displayed when the
application processes the data successfully. Messages generated shall be clear,
concise, and free of jargon.

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