BRD Template

OPJEMS ONLINE ASSESMENT SYSTEM
Business Requirements Document Document No: OPJEMS001

OPJEMS001
OPJEMS ONLINE ASSESMENT SYSTEM Doc No: OPJEMS001 DRAFT Page 1 of 41
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TABLE OF CONTENTS
TABLE OF CONTENTS.....................................................................................................2 DOCUMENT PURPOSE...................................................................................................6 INITIATIVE DESCRIPTION ..............................................................................................6 Scope.............................................................................................................................6 ROLES AND RESPONSIBILITIES ...................................................................................7 BUSINESS DRIVERS........................................................................................................8 Business Objectives & Critical Success Factors...........................................................8 Strategic Alignment ..................................................................................................8 Technology ...............................................................................................................8 Time to Market..........................................................................................................8 Product / Solution Drivers..............................................................................................9 Product / Solution - Key Drivers................................................................................9 Relationship to Roadmap..........................................................................................9 User/Customer Adoption...........................................................................................9 User/Customer Retention & Loyalty..........................................................................9 Product /Solution Interaction.....................................................................................9 Business Revenue Model.......................................................................................10 Business Driver Metrics...............................................................................................10 Product/Solution Features...........................................................................................11 USER/CUSTOMER EXPERIENCE DRIVERS................................................................13 User/Customer Needs ................................................................................................13 Key User/Customer Experience Objectives................................................................13 Targeted Customers and Segments ..........................................................................14 Market Situational Analysis.........................................................................................14 Competitive Product Assessment...........................................................................14 Analyst Reviews, User/Customer and Market Expectations .................................15 User/Customer Experience Outline.............................................................................16 Context of Use.........................................................................................................17 Customer Telstra Journey/Touchpoints Overview..................................................19
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OPJEMS ONLINE ASSESSMENT
User/Customer Product Experience & Quality............................................................20 User/Customer Product Experience Metrics...........................................................20 Accessibility Guidelines and Metrics.......................................................................22 Service Performance Metrics..................................................................................23 BUSINESS REQUIREMENTS........................................................................................25 Sales Channel (BR.SC)...............................................................................................26 Customer Eligibility (BR.CE).......................................................................................27 Ordering, Fulfilment & Installation (BR.OFI)................................................................27 CPE (BR.CPE)............................................................................................................28 Customer Adds, Moves & Changes (BR.DM).............................................................28 Customer Experience (BR.CEX).................................................................................28 Customer Portal (BR.CP)............................................................................................28 Authentication (BR.AU)...............................................................................................29 Product/Solution Features (BR.FE).............................................................................29 Infrastructure Requirements (BR.IR)...........................................................................29 Pricing Capability (BR.PC)..........................................................................................30 Billing & Payment (BR.BP)..........................................................................................30 Credit Management (BR.CM)......................................................................................30 Complaints (BR.CO)....................................................................................................31 Security & Quality (BR.SQ).........................................................................................31 Assurance (BR.ASS)...................................................................................................31 CQ (BR.CQ)................................................................................................................31 Enterprise Data (BR.ED).............................................................................................32 Reporting & Analysis (BR.RA).....................................................................................32 Deployment & Training (BR.DT)..................................................................................33 Service Level Management (BR.SL)...........................................................................33 Operations (BR.OP)....................................................................................................33 Documentation (BR.DO).............................................................................................33 Business Process Requirements (BR.BPR)...............................................................34 Other Business Requirements (BR.OBR)...................................................................34 Future Business Requirements (BR.FBR)..................................................................34
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BUSINESS REQUIREMENT ASSUMPTIONS...............................................................35 BUSINESS REQUIREMENT ISSUES.............................................................................35 BUSINESS REQUIREMENT RISKS...............................................................................35 BUSINESS REQUIREMENT CONSTRAINTS................................................................35 BUSINESS PROCESS MODEL......................................................................................35 TPM Level 2 Process Impacts.....................................................................................36 As-Is To-Be Variance Overview...............................................................................36 REFERENCES................................................................................................................36 ATTACHMENTS..............................................................................................................36 DEFINITIONS..................................................................................................................36 SIGN-OFF........................................................................................................................38 Comments...................................................................................................................39 Documentation location...............................................................................................39 DOCUMENT CONTROL SHEET....................................................................................40 CONTACT FOR ENQUIRIES AND PROPOSED CHANGES.........................................40 REVISION HISTORY......................................................................................................40 TEMPLATE CONTROL SHEET......................................................................................41 CONTACT FOR ENQUIRIES AND PROPOSED CHANGES.........................................41 REVISION HISTORY OF TEMPLATE............................................................................41
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Guidelines for Usage of this template Please delete these notes and other guidelines from the actual document. They are displayed in this colour and font for your information only. Remember to run a spell check. It is preferable to use date with month name rather than month number to avoid confusion (use Jan 2, 2009 or 2 Jan 2009, instead of 1/2/2009 or 2/1/2009) This document contains pre-formatted styles for headings. To convert a line into heading, select the line and choose Heading-1, Heading-2, etc., as appropriate from the style drop down adjacent to the font drop down box. Items in angled brackets are to be replaced with appropriate contents. For example, <Project Manager name> should be replaced by the name of the Project Manager. Ensure all headers and footers are updated accordingly.
Template Control Sheet This is used by the TDP Site Manager and Document Controller to record changes to templates. This page can be deleted if not required by a project.
Tailoring TDP Templates TDP allows its templates to be tailored. All tailoring must be approved as per the TDP tailoring process.
If a section/subsection is not applicable, do not delete it. Instead, state that the section is Not Applicable and explain why it is not. This will demonstrate that the project team considered this section and found it to be irrelevant to the project.
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DOCUMENT PURPOSE
The Business Requirements Document (BRD) for the online assessment for OPJEMS 2011 scholarship exam online ensures that the essential details pertaining to this project phase are specified clearly and unambiguously. The objective of the project is to provide an online platform for students to register online for OPJEMS scholarship and if validated then take the exam online from any of the specified centres available for the exam. Business Requirements define the overall outcome the business wants to achieve from the project. They must define the business problem, the areas and groups affected and the impact this problem has on the business. They must identify what benefits the successful solution will provide to the business relating them back to the business drivers that the customer, company or other stakeholders want to achieve. They establish a guiding framework for the rest of the project. It is important that this document identifies What the project, system, or solution needs to accomplish, not how. Business requirements do not describe the detailed functionality that will advise developers what to build. These are identified in Requirements Definition Document (RDD) where the Functional & Non Functional requirements are captured.
INITIATIVE DESCRIPTION
The project has the following vision: To provide students an online portal to register for the scholarship before a date specified. To provide facility to the eduvizors (Client) for exam setup. To allow students to give exam online successfully. This section sets the vision and scope of the project. Use business drivers to define the project boundaries. This covers essential elements of all kinds of projects/services in Telstra. Anything that is more specific to a project/service should be added in the appropriate section or as a new section.
Scope
List all the inclusions and exclusions (what is in and out of scope) for this initiative. Serial No 1. 2. 3. 4. 5. In-Scope Website Design Online Registration of Students(maximum 2000 registrations) Hardware Infrastructure to support online examination Question Bank Management Conduct Online exam (for 1200 candidates at max.) Generate Reports in MS-Excel format
6.
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Serial No 1.
Out of Scope Above 2000 registration amount will be charged per student. Enter Selection and Invigilator appointment is the responsibility of Eduvizors. Database backup is responsibility of the Client.
2.
Datacentre will be taken for a specific time only. Beyond that time support will not be provided Database will support 1500 users at max Format of question paper will be given beforehand otherwise it would not be possible to create exam formats at the time of exam. The software would take up a load of maximum 1500 students. Above that the software may or may not support the users. Reports would be generated in MS-Excel Format otherwise the vendor would not provide reports in any other software. The validation of candidates will be the responsibility of the consultant. Username and Passwords would be generated for the students approved.
3.
4. 5.
6.
ROLES AND RESPONSIBILITIES

Remember to include all the customer groups and other stakeholders (people and organisations who are affected by the product, or whose input is needed to build the product). TDP Role Website Design X Name X Position Group Software Vendor , Client
Registration Form Design Centre Selection Question Bank Selection Marking Scheme Selection Exam Design
Client , Software Vendor
X X
X X
Client Client
X X
X X
Client Client
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BUSINESS DRIVERS Business Objectives & Critical Success Factors

Use this section to summarise the business objectives that has to be met by introducing these business requirements: Target markets ; main market or niche (e.g. including those with disability and those who use assistive technology) Increased revenue Reduction in operating costs Legal and regulatory requirements Impact of GST
Strategic Alignment
Identify the strategic goals to be achieved (Corporate and LOB).For example: First to market Best in market Competitive Advantage Legal and Regulatory (e.g. privacy, disability) Quality Achieve reduction in resource usage of 10% in line with strategic goal of x
Technology
List any technology drivers. For example: The technology drivers for new Planning Network software could be Reduced held orders waiting for infrastructure Simplified and streamlined way of planning platform Improved view of planned network to front of house More effective use of network and infrastructure Reduced system support costs Technology that provides the best and inclusive customer experience (e.g. accessibility supported UI technology that is designed to be accessible, and/or other technology that can support some inclusive design)
Time to Market
Identify Time to Market considerations, i.e. Is this to be delivered into the market in a single hit, or phased in over time: or is there a launch date that needs to be achieved (like within X months it has to be launched)?
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Product / Solution Drivers

Use this section to summarise the product/solution objectives to be met by introducing these business requirements (A product is a repeatable offering to customers). Repeat entire section for each product/solution involved.
Product / Solution - Key Drivers

Use this section to summarise how the initiative supports the product /solution. For example, Eliminates current instability and capacity problems Improves the customer experience of a product as compared to the previous solution.
Relationship to Roadmap
Use this section to summarise how the initiative relates to the roadmap, including which end of lifecycle. For example: Vital to capitalize on window of opportunity identified in Road Map with the introduction of these features. New modules on critical path to enable X program goals.
User/Customer Adoption
Use this section to summarize how the initiative is intended to impact the user/customer base. For example: XYZ features are aimed at opening existing solution to new segment currently valued at 99999. Currently low adoption rate anticipated to increase due to increased customer experience (e.g. stability and improved support).
User/Customer Retention & Loyalty

Use this section to summarise how the initiative is intended to maintain and leverage the current user/customer base. This may include high level strategy for migrating customers/users to other products/solutions. For example: Current user/customer base is not secure due to poor performance; the churn rate is high. Current manual workarounds have resulted in local solutions that are forcing multiple data entry unless this stops, there is a risk that users/customers will find reasons to not continue with existing solution. Currently, some users/customers with disability cannot use existing solutions effectively and churn rate is high improvements to the customer experience e.g a more inclusive and accessible UI and product .will consolidate loyalty for these customers.
Product /Solution Interaction

Use this section to summarise other products/ systems this product/solution needs to interact with and the purpose of the interaction. For Example: If any new Movie DVD is listed in the BigPond site, then the system has to send a notification to NextG mobile network so that all the customers who have subscribed for SMS alert notification can get the message regarding new movie DVD that is listed in the BigPond site. If the solution uses web interfaces/GUI interfaces, then users/customers of assistive technology (like screen readers) will have to be able to interact with the content (that is, the web content needs to comply to W3C accessibility standards at a minimum of AA level). OPJEMS Online Assessment System Doc No: OPJEMS001 DRAFT Page 9 of 41 Template v2.10
Business Revenue Model

Use this section to summarise the business model that this product/solution is to be based on e.g. Volume-based user pay model, user-licensed components, support revenues, user pays upgrades etc
Business Driver Metrics

Identify metrics to be used to demonstrate whether or not the effort has achieved the expected goals. These should be measurable and objective targets For example: Metric Name Metric Purpose Measurement Data
(Unit of measure, source, frequency)
Anticipated result/target value
Business Driver(s)
Cost of Operations
To identify whether the initiative is successful in meeting its targets and ROI. Identifies customer exit rate (A possible indicator of customer dissatisfaction, cheaper and/or better offers from the competition, more successful sales and/or marketing by the competition, or reasons having to do with the customer life cycle)
Annual Cost of Operations AUD as per annual report Annual % increase from previous year by X AUD
Trend showing annual % increase reduced
4.1.1, 4.1.2, 4.2.2, 4.3.6
Customer Churn
Annual Net Churn rate % Annual Gross Churn rate %
Annual Net Churn rate max 5% Annual Gross Churn rate max 10% in 2007
4.1.1, 4.1.3, 4.2.1, 4.3.4
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Product/Solution Features
The Feature Matrix identifies the Key Marketable Features of the product /solution rated with regards to its competitive advantage in the market. The features of the product are either: Expected Standard features common in the market Enhanced Features that provide product differentiation with regards to competitors Exceptional Innovative features that are incomparable to other products. For example, an apple iphone may have the following features: Phone Capability Camera SMS Email Internet MMS Calendar Data Synchronisation Task management Contact management Media player These features could be mapped to the Features Matrix as per below: Competitive Advantage
EXCEPTIONAL
Data Synchronisation
ENHANCED
Camera
Internet Media Player
Email
EXPECTED
SMS Contact Management Phone Capability
MMS Task Management
LOW
MEDIUM
HIGH
Developmental Complexity*
OPJEMS ONLINE ASSESMENT SYSTEM Please note that there is a balance required between the features of a product/solution, the cost of the product and time to get the product to market. For example, with the iphone example above, the camera and MMS were not delivered in the first release of the product as the focus was on achieving the exceptional within cost and time to market. Use the above table to identify the key features for your solution/product and itemise the specific requirements in Section 6 Product/Solution Features. *Indicative of the overall degree of interdependence that results in a greater developmental effort
USER/CUSTOMER EXPERIENCE DRIVERS

This section MUST be completed for all projects that have a customer interfacing component. For example: most RAPID Product Developments and Exits/Migrations. Please note that customer interfacing components can include both technical/system components, as well as improved process that improve the overall user/customer experience. This section is to be used to define the context and overall story or vision of the customer experience and these must be elaborated in section 6 as explicit requirements to be traced. (Unless they are defined as requirements in section 6 there is a high likelihood that not all needs will be met by the solution delivered by the constructor team.)
User/Customer Needs
Use this section to outline the real world problems the solution solves and the key user/customer needs it must meet. i.e. why they need a product <from us> what makes it worth their while paying for? Example from T-Hub For people who are time poor and need ready access to information that is synchronised with their online and mobile world from their home Key user needs from research Prioritise the key calling features and communication basics Minimise top-level access to gimmicky entertainment and little used Telstra branded features Keep me up to date with information at my fingertips initial focus on news and weather within easy reach
Key User/Customer Experience Objectives

Key User/Customer Experience Objectives are fundamental for product success - they can be described as the must haves from a user/customers perspective and should never be de-scoped from your product/solution. (e.g. dimensions of the product, number of clicks to send a message, time taken for a help call to be answered etc.) Based on the User/Customer Needs identified above what are the key User/Customer Experience Objectives that must be met? Experience objective 1: Experience objective 2: Experience objective 3: Example from T-Hub: 1. Design the entire interface with finger use & course motions in mind. 2. Intuitiveness of the design is of heightened concern. 3. Minimise data entry wherever possible. 4. Design for Consistency 5. Designs must be lightweight. 6. Provide Traceable Paths to aid navigation and orientation 7. Provide Visual & Audible Feedback
OPJEMS ONLINE ASSESMENT SYSTEM 8. Choose appropriate controls for each user task to lower error rates, and higher overall user satisfaction 9. Resist promoting too Many Features at the Top Level 10. Keep Text Clear & use existing metaphors
Targeted Customers and Segments

Use this section to describe the user segments that will use your solution. Describe the segments and user profiles that you are targeting. Describe who the primary (typical person that would use this product) and secondary users (others that could find a use for or benefit as a result of this product) are. Describe the relevant characteristics of the user groups, and the ways these characteristics should impact the final solution. How will customers with disability and older customers be impacted by the solution? Remember to include a consideration of people who use assistive technology and how that will impact the final solution. Is there any market research relevant for this project that could be included here to support the above statements. Example from T-Hub The key target for this product is our family segments (FSD, F&F), excited by new technology, brand loyal and looking for value. Home Manager research shows skew towards females, family segments and Telstra customers, F&F finding it relevant and exciting (Home Manager Final Report Feb 2009) About Family & Self Development This segment contains mainly couples or single parents with children aged between 6-12 y.o. They can be male or female and in the age group 35-59 (Av 45). There is a high work participation rate with medium income levels. They are busy with work and rarely socialise. Life for them is about being a good parent/provider and about education and learning, not fun and enjoyment. About Family & Fun This segment contains many Metro based families with a high average income of $78K pa. and a high work participation rate. They have children and work to provide their family with a fun, entertaining and secure life. They can be male or female and in the age group 25-54 (Av 40).
Market Situational Analysis

Competitive Product Assessment
Use this section to identify competitor products, what capabilities they have and what their user/customer experience is like. Think about all the associated tools the user/customer would use with your solution, e.g. reporting tool, admin portal etc. and add them to this list. For User/Customer experience, try to identify what makes the solution a compelling one for users/customers and, if possible, indicate whether or not the solution is inclusive of older users/customers and users/ customers with disability by a brief comment on how accessible the solution is. i.e. consider how useful the solution is for all members of society are there limitations? For example, to assess satisfaction and adoption/uptake, you may consult the Customer Value Analysis work done by our Marketing teams to determine the value customers place on competitor products.
OPJEMS ONLINE ASSESSMENT The table below helps you to categorize each competitive solution in the market. Example from T-Hub Unlike a home computer, which is bulky, often out of site, and requires overt interactions such as checking email or Facebook, the PSTN Home Manager is a simple, elegant and integrated solution that provides a first class home phone calling experience with immediate access to commonly required features form the users online world, that gently alerts them when something needs their attention. The table below helps you to categorize each competitive solution in the market.
Example from BigPond Online Music Store
Product name
Differentiating capabilities
User experience Easy to use UIs One click to buy
Customer satisfaction
Market Uptake
ITunes Music Store
Integrated with Apple IPod and iPhones Integrates with existing music libraries
Easy to set up an account if you have an Apple product Dedicated client for interactions on PC or Mac Log into client once, then do anything
High satisfaction due to linkages to a user/ customers lifestyle and existing iPod use.
More than 80% of all MP3 players are iPods, this translates to use of the iTunes store.
Analyst Reviews, User/Customer and Market Expectations

Use this section to describe what expectations the users/customers and market might have .i.e. Is this product similar to something that already exists? If so, are there any features that people like or want to have that must be delivered for people to use the solution Due to other products in the market, users/customers will have built minimum levels of expectation that the solution might need to fulfil (hygiene factors). Examples may be completion time of key transactions, availability, video/audio quality, access to address book or contacts, download speed, response time etc. Availability What is the expected service availability for this product, comparable with industry standards or in market expectations? Speed and Latency what are the market expectations for speed or delay? Are users/customers with disability accustomed to using products of this kind in market? That is, do they expect these kinds of products to be accessible to them? OPJEMS Online Assessment System Template v2.10 Doc No: OPJEMS001 DRAFT Page 15 of 41
OPJEMS ONLINE ASSESMENT SYSTEM What are the market expectations on media captioning (e.g. text transcripts, captions for the Deaf, audio description for blind)? What are the market expectations for languages other than English in the UI, documentation and in media captions? Example from T-Hub Other Products o o o o o o iPhone will be the reference point from a touch screen perspective Mobile devices will be customer reference point for the DECT handset experience O2 Joggler AT&T Hub Verizon Hub iiNet BoB
Availability o Same as PSTN current availability rules
Disability considerations o o Emerging accessibility considerations for touch screen devices (iPhone as example reference) Design guidelines for DECT handsets, Big Button Phone, and Easytouch Discovery should be used as reference point
User/Customer Experience Outline

This section is dedicated to convey a sense of the overall experience of the product for Telstra customers. It should give a framework for all the BRD instructions to fall into place. The information conveyed here should describe the customer experience at a high level, and should contribute to a general understanding of what the product will be like when it is finished, and how customers will use it. It should be conclusive enough to align the vision and expectations of all stakeholders, and serve as a backdrop for the descriptions of items in the BRD sections further down. The use of other items beside standard tables to describe customer experiences is encouraged, i.e. use of basic storyboard/images to visually portray the user/customer experience. About the examples below: When filling out this section, you can make use of visuals, narratives, or any other techniques that would help you to express the vision you have of the customer experience of your product. The two examples below show two extremes of the spectrum one very highly developed visual storyboard, and one low fidelity narrative called scenario. This is by no means an either/or decision, any combination of visuals and text could work, too. Please do not be deterred by the quality of the visuals, any quality that is good enough to convey the customer experience will work well in this section. Additionally, you can concentrate on the very core interactions only, or expand your outline to include more details. Please keep in mind to always have the customer/user at the centre of these pieces and that requirements need to be captured in section 6. Example 1: Visual Storyboard A high fidelity visual storyboard for a day in the life of a MyConnect user: use of combined inbox:
(If the artefacts used are too big for inclusion in this document, please reference them appropriately in the EDMS.) For assistance in the creation of such artefacts, please contact the Telstra Customer Experience team by sending out a form on http://www.in.telstra.com.au/ism/customerexperience/contactus.asp Example 2: Narrative A low fidelity scenario of a mother (Linda) of two using the T-Hub to organise her day: Early in the morning, Linda gets up with her husband, to have enough time to prepare breakfast for her children in primary school. While she is making a couple of sandwiches, she selects the Internet Radio of the always-on T-Hub device to listen to news on the radio. In a commercial break, she hears that IKEA has a furniture sale going on, and quickly opens up the Internet browser to check their opening hours. The radio continues to play while she is doing this task. She gets interrupted by her children clamouring for their breakfast. While they are busy eating, Linda goes into the family calendar, where she can see all the appointments of her family, to find the best time for her to drive to IKEA. She sees that in the late afternoon, her husband will be treating her to a nice early dinner at a good restaurant. She also notices that her children will drop by a friends house, and decides to go to Idea at 3.30pm. She quickly enters it into the T-Hub. Looking out through the kitchen window, she sees that the sky is pretty grey, and moves over to the Weather widget to check the weather forecast for the day its supposed to rain. She calls over to her children not to forget their umbrellas. Then she triggers a very brief call to a friend of hers, offering a lift to IKEA. During the call, the radio stops playing, and when the call is finished, it resumes. Her children are now ready to leave the house, so she quickly switches off the radio and leaves the kitchen.
Context of Use
This section is the actual conditions under which the solution is used, or will be used in a normal day to day working situation.
Where will users/customers interact with the solution?
When / in what situation and how frequently will users/customers interact with the
solution? What other systems / processes / products do users/customers need to interact with to be able to use the solution effectively?
Capture related requirements in section 6. Think of the various situations where a user/customer may use the solution and indicate the human modalities (vision/hearing/touch) and constraints that are involved. That is, how do humans interact with and use the solution across their senses of vision, hearing and touch, and how do users/customers get feedback and output from the solution across these same senses? When there are constraints on one or other of the human senses, how will the product still be usable to customers? Here are some examples to get you thinking: Example from T-Hub Market Research suggests most likely positioning of device in Lounge, Kitchen, or Study
Lounge/Living room Kitchen Study Main bedroom Other Other Bedroom 3% 3% 1% 0%
38% 30% 15%
20%
40%
60%
Other general examples: User/Customer is driving: People need to use vision for driving tasks so a UI needs to be audible and/or tactile. (These UIs are also effective for blind users). A speech recognition UI might be useful too (and has benefits for those with dexterity impairments). User/Customer is in a loud place: OPJEMS Online Assessment System Template v2.10 Doc No: OPJEMS001 DRAFT Page 18 of 41
OPJEMS ONLINE ASSESSMENT People may not be able to hear their phone, so a vibration alert is useful. Tactile and highly visual UIs are useful too. The ability to raise the volume of audio (such as the ringer) is also useful for hearingimpaired customers. User/Customer is wearing gloves or has big fingers: The UI should have large targets (you may specify a minimum size) and potentially lots of space between buttons. Speech recognition for control may be useful if available. This is also useful for those with dexterity impairments. User/Customer is outdoors with a mobile: Bright light makes screens hard to see. High contrast in the UI with large bold text would be useful (you may want to specify a minimum text size). This is also useful for vision-impaired customers. User/Customer is carrying something like a bag or umbrella: One handed operation, easy to open the phone with one hand, can type with one hand. This is good design for people with physical disabilities. User/Customer is limited to low bandwidth: A web solution that is light on client side scripting and minimises heavy UI elements like high resolution images a simple clean design.
Customer Telstra Journey/Touchpoints Overview

For each intended channel for the initiative, describe the intended customer experience at a high level across the following stages of how the solution will impact on a customer. Add more columns for additional channels if necessary. Generally, think about how customers will feel and experience the solution and consider how each step flows on to the next within a customers life. Below are some example questions under each heading to get you started on thinking about these issues. Also consider how these stages apply to people with lots of experience with technology and also to the potential technophobes or people unfamiliar with technology (e.g. what channels and assistance may be available to them). Also think of these stages as Telstras opportunity to touch the customer so how are we making best use of those touch points? Use this section to provide a high level outline and use Section 6 tables to identify the necessary requirements. Discovery & Identification: What are the different ways customers will be able to discover the initiative? What are the ways we will pro-actively advertise and sell the initiative? How will customers find out about the initiative? How will customers be able to identify that the initiative will indeed meet a need they have? Acquisition & Transaction: How can customers obtain the solution on their own terms? What ways will we have to sell on the initiative? How will customers go about purchase transactions? What are the self-serve options available for acquisition? Activation & Provisioning How will the solution be set up for customers? How will the solution be personalised by Telstra at a segment and at a customer level? What will customers have to do themselves in terms of setting up? What are the self-serve options available for setup? What ways do customers have to configure the solution? How comprehensive are the options for configuration? How will we provide customers with their requested products in a timely and correct manner? Use & Reuse: How will customers use the solution? What are the use cases around the core value of the initiative? Will customers have fun using the product? What aspects of the initiative will make customers want to use and use again? What emotional engagement will customers have when using the product? Billing & Payment:
OPJEMS ONLINE ASSESMENT SYSTEM What are the ways customers will be billed and how will they go about paying? How will users/customers be repeat billed? How will we notify users/customers that a bill is ready to be paid, or is overdue? How will we confirm to users/customers that they have paid? Assurance & Assistance How will customers experience errors or problems? What happens in the UI when errors occur? Are there any self service options to handle issues How are faults handled from a customer experience perspective? How will customers feel when an error is unresolved? How will customers feel when they make an error when using the product? What ways are there for customers to get help on the solution on their own terms? What ways do we provide to assist customers pro-actively? How will the UI and workflows of the solution facilitate understanding and provide help to customers? What forms of help documentation will be available? Finalisation How are customers exited from an initiative when it is exited? How are customers dealt with when a specific channel is changed or terminated for an initiative? How are customers treated if they choose to exit the product on their own terms? What options are given to customers when an initiative is exited? What options are given to customers when a channel for an initiative is terminated or changed? Channel Stage Discovery & Identification Acquisition & Transaction Setup & Configuration Use & Reuse Billing & Payment Assurance & Assistance Finalisation Online Store Phone Account Executive Revenue Share Partners
User/Customer Product Experience & Quality

User/Customer Product Experience Metrics
Identify metrics to be used to demonstrate whether or not the solution has achieved the expected user/customer experience. These should be measurable and objective targets.
How should the user/customer experience success be measured in the solution?
What processes should be in place to ensure that user/customer feedback and the analysis of user/customer experience measures will direct further development? How should users/customers be able to give feedback around their experiences with the solution? The metrics below are examples only - consult the Customer Experience Lead for specific recommendations. Metric ID Metric Name Metric Purpose Measurement data
(Type, unit of measure,
source, frequency)
BR.UEM.1 Business Priority Index (BPI) MANDATORY for Telstra Products BR.UEM.2 System Usability Scale (SUS) MANDATORY for Telstra Products To determine the importance of a range of customer experience issues for an initiative
A rating for each customer experience issue that determines the severity, commonality, frequency and business importance of the issue. a % scale giving a global view of subjective assessments of usability
Zero BPI-1 issues at launch and any BPI-2 issues have resolution plan in place within 3 months of launch
it gives an indication of users/customers perceived ability to use the product
For all top priority products SUS >=70%.
BR.UEM.3 Download time for pages to load on a mobile
Customer expect fast fresh transitions This measures how quick the UI transitions are on mobile web interfaces Number of seconds from click to loaded.
no longer than 3 seconds for large pages (with progress indicator) No longer than 1 second for quick UI transitions No more than 400ms for single touch response
BR.UEM.4
Touch screen UI responsiveness
Users/Customers expect very fast response rates on touch screens This measures how quick the device and UI is in response to taps
Time in mili-seconds (ms) for Response to touch and Response to recognise a hold
Use 800ms as a hold threshold Use 400ms as the double touch interval
BR.UEM.5
Customer Satisfaction
To set and measure the minimum acceptable customer satisfaction rating.
Attitudinal research conducted by Market Research team. Typically rating out of 10 or 100. Using sample sizes of 200+. Should be conducted once product is in trial/beta, and then periodically as significant improvements are made.
95% of respondents feel the solution meets or exceeds expectations. 80% of respondents are likely to recommend the solution Product satisfaction score 80% or above
Accessibility Guidelines and Metrics

Metric ID Metric Name Metric Purpose To determine the accessibility for the web interfaces within the solution. This is so users/customer s with disability can perceive, understand and operate with the UIs and the solution To determine the accessibility for the portable electronic documents related to the solution. This is so users/customer s with disability can perceive, understand and operate with these documents or their alternatives To determine the accessibility for FLASH content related to the solution. This is so users/customer s with disability can perceive, understand and operate with the FLASH or alternative content. Measurement data
(Type, unit of measure, source, frequency)
BR.AGM. 1
Web Accessibilit y
Meeting the success criteria for the W3C guidelines for the Web Content Accessibility Guidelines (WCAG) 2.0 at.
As practically possible, WCAG 2.0 AA level compliance for all web and embedded web interfaces within the solution, including materials related to the solution (e.g. user guides)
BR.AGM. 2
Document Accessibilit y
Adobe guidelines on PDF accessibility and the provision of alternative formats.
As practically possible so that meeting the Adobe guidelines on PDF accessibility so the document is well structured and tagged Provision of at least one format other than PDF (RTF/DOC/HTML/TXT )
BR.AGM. 3
FLASH accessibilit y
Adobe guidelines on FLASH accessibility and the provision of an alternative in HTML http://www.adobe.com/accessibilit y/
Meeting the Adobe guidelines on FLASH accessibility Provision of an HTML version of content that is equivalent, as far as practically possible, to the FLASH content
Service Performance Metrics

Ensure you include the below metrics which are applicable to your project. This is not an exhaustive list i.e. also include any specific service performance metrics relevant to your project.
Metric ID
Metric Name
Metric Purpose
Measurement data (examples)

(Type, unit of measure, source, frequency)
Anticipated result/target value (examples)
BR.SPM.1 Uptime or availability of the product for the customer to use.
Availability
Platform monitors or active probes measurements every 5 to 15 minutes. Expressed as an average uptime per month. Active probes and robots measurements every 15 minutes. Results expressed as an average or % of measurements that meet a customer expected target Measured using active probes and robots, every 15 minutes. Results expressed as an average or % of measurements that meet a customer expected target
Monthly Average 98.0 99.9% Or X number of incidents per month
BR.SPM.2 Speed of a connection is across a fixed or wireless access service.
Speed
Wireless Broadband Average > 1 Mbps Or 90% of measurements greater than 550 kbps.
BR.SPM.3
Latency
A measure of how long it takes a page to download or a transaction is completed. Designed to ensure that customers can access the service with minimum delay. A measure of the success rate of a page downloads or a transaction is completed. Designed to ensure that customers can access the service reliably. It is assumed the service is available and this measure shows that customers can still use the service. A measure of how good the service quality was when the customer used the service. Designed to ensure that while the customer can access the service
Mobile BigPond home page download time Average < 6 seconds Or 98% of Music track downloads completed in less than 30 seconds.
BR.SPM.4
Transactio n Success
Active probes and robots measurements every 15 minutes. Results expressed as an average.
98% of Music Track Downloads are completed successfully.
BR.SPM.5
Service Quality
Active probes and robots measurements every 15 minutes. Results expressed as an average or % of measurements that meet a customer
Average Mean Opinion Score (MOS) of a 3G850 Mobile to Mobile Voice Call must be better than 3.2 98% of
OPJEMS ONLINE ASSESMENT SYSTEM reliably they must still get quality such as audio/video or image rendering. BR.SPM.6 Activation Self Service A measure of how quickly and reliably a customer can activate required service or product using a self service option. measurements of Mobile TV Video Packet Loss must be less than 2%
expected target
Active probes and robots measurements every 15 minutes. Results expressed as an average or % of measurements that meet a customer expected target.
98% of services are activated in less than 2 minutes
BR.SPM.7 Contact centre counters. Important to have counts by product code. Results expressed as an average or % of measurements that meet a customer expected target.
Activation Customer Care
A measure of how quickly and reliably a customer can activate a service or product through FOH/ Customer Care.
90% of calls are answered in less than 20 seconds. 80% of Activation requests are completed in less than 2 minutes New Service installations that did not have a Customer Trouble Ticket within 30 days of installation 90% of calls are answered in less than 20 seconds. 80% of Assurance incidents are resolved in less than 20 minutes.
BR.SPM.8 A measure of how quickly and reliably a customer can have his service or product issue resolved by FOH/Customer Care.
Assurance
Contact centre counters and iTAM dockets. Important to have counts by product code. Results expressed as an average or % of measurements that meet a customer expected target. Satisfaction (with a focus on core user/customer goals as listed above) with call quality should be tested through follow-up questionnaires. And compared to baseline data. (which needs to be pre-emptively captured)
BR.SPM.9 Increase customer satisfaction with call service and resolution Users/Customers should feel that Telstra is resolving their calls more effectively and with a greater degree of knowledge about the customer. This metric should test that attitude.
Satisfaction with the service should increase by at least 20% on baseline estimates.
All metrics and targets are to be reviewed with the TPM Product Service Manager to assess the availability of reporting capabilities to track and report on performance and the benchmarked targets to match expected performance
BUSINESS REQUIREMENTS
Ensure you consult the TDP Requirements Library (http://www.in.telstra.com.au/ism/tdp/requirementslibrary.asp ) for requirements that you will need to include in this document. Product initiatives are required to use the CC&B Product Requirements in the Library to ensure a complete set of Business Requirements are provided. A good requirement has the following qualities: Verifiable: A requirement is verifiable if there exists some finite, cost-effective process with which a person or machine can check that the product meets the requirement. Traceable: Traceability allows the origins of any requirement to be determined. A business need that cannot be traced to some implementation means some requirements have been missed. Also, when a functional requirement exists that cannot be traced back to a need or a feature, a gap in understanding requirements has likely occurred. Unambiguous: A requirement is said to be unambiguous if it has only one interpretation. Correct: Correctness of requirements is determined by the fact that every recorded requirement is the one that the system should meet. Complete: Requirements gathered and recorded by a business analyst must cater for all aspects related to functionality, performance design constraints, attributes, external interfaces, value ranges, and definitions of domain-specific terms. Consistent: Requirements must be consistent throughout all deliverables ranging from higherlevel specifications to the functional model. Internally, there must be no subset of individual requirements in conflict with any other subset of individual requirements. Sensible: Can reasonably be expected to be accomplished within cost, schedule and resource constraints. As these are business requirements, it is important that this document identifies What the project, system, or solution needs to accomplish, not how. A good check can be to see if the written requirement explains why it is required. Another check can be to see if the requirement is expressed at an appropriate level not too high but not too low a check can be to see if you can then pose the question how and not have to ask too many questions. An example is: Business Requirement: The user/customer needs to approve an order before it is assigned to vendors. Functional System Requirement: Ability to display only those orders pending approvals that are relevant to the user role. Functional System Requirement: Ability to cancel orders that have been rejected. Functional System Requirement: Ability to record person granting approval. Ensure that each business requirement maps back to at least one business driver and all business drivers map to at least one business requirement. Priority Matrix and Release Classification The Priority Matrix defines the classification for requirements based on business and other priorities and is helpful in planning multiple releases for a set of requirements in a Business Initiative, if necessary. Priority 1 Description Mandatory Refers to the external or company wide drivers for each requirement. Corporate Compliance requirements Means legislation and similar requirements which MUST be OPJEMS Online Assessment System Template v2.10 Doc No: OPJEMS001 DRAFT Page 25 of 41
addressed at all cost (e.g. GST, Y2K, Number portability, Carrier Licence requirements). AND/OR Product / System development and/or enhancement requirements Means business and commercial requirements that MUST be addressed at all cost; without these the product offering in the marketplace is not viable. Means requirements associated with the competitive market, which must be incorporated and planned for (but not necessarily at all cost) Means requirements which should be incorporated Requirements which could be incorporated if scope and effort permits. Means that the requirement does not have any external or company wide drivers.
Very High
3 4
High Medium
Low
Priority may be specified to each requirement on a scale of 1 to 5, with 1 being highest priority. All requirements are not created equal. Ranking business requirements by their relative priority (to the end user) opens a dialogue with customers, analysts and members of the development team. This identification of priority helps in managing scope and determining development priority. It is also used to complete the Business Criticality column in the Traceability Matrix
Sales Channel (BR.SC)

<<Define the business requirements for sales channel through which the product will be sold. Where the product / offer consists of several components, the requirements should be specified for each component via a new table per component. Please ensure you clearly identify each table with the component name>> What information should end-users get? Where should end-users get their information about the solution from? What information should Sales staff get? Where should Sales staff get their information about the solution from? Training how should Sales staff receive the correct information in the best possible way? Display - How should the solution be displayed by dealers / retail / Front-of-house / Telstra Experience Centre / other parts of Telstra? What are the different parallel ways that customers can get information about the solution? Which of these ways will be supportive of disability groups? (e.g. large print can be provided for vision-impaired; web sites will be accessible according to W3C guidelines for blind screen reader users). Is there at least one reliable way made available to all key disability groups so they can get information about the solution? If users with disability use the product differently from other users, how should FOH and sales staff be informed around selling to and supporting users with disability when they encounter issues?
OPJEMS ONLINE ASSESSMENT How are older customers or customers not familiar with the intended technology intended to be trained or supported in learning how to use the product?
Req. No BR.SC <nn> BR.SC <nn> BR.SC <nn>
Requirement
(P)
Source/ Identified by
Customer Eligibility (BR.CE)

<<Define the conditions of eligibility and service qualification; this should include identifying how this product and each of its components will relate to other products (e.g. pre-requisites, bonus options, exclusions, concessions, etc. Where the product / offer consists of several components, the requirements should be specified for each component via a new table per component. Please ensure you clearly identify each table with the component name>> What should be the minimum requirements for users to use the solution: What other products must users have to use the solution? If the product acquisition or pricing is specialised in any way for specific groups of customers with disability, how is eligibility determined for these groups. (e.g. special SMS pricing for Deaf customers, how do we determine if they are eligible? E.g. blind people can be identified by a centrelink customer number that refers to a blind support pension payment but some other groups are difficult to identify). Refer to Disability and Accessibility SMEs for advice.
Req. No BR.CE <nn> BR.CE <nn> BR.CE <nn>
Requirement
(P)
Ordering, Fulfilment & Installation (BR.OFI)

<<Describe the process by which the customer will order, and receive the product and any required CPE, along with the requirements regarding service activation. Where the product / offer consists of several components, the requirements should be specified for each component via a new table per component. Please ensure you clearly identify each table with the component name >> Are the user interfaces to the installation process accessible in the same way that the solution itself needs to be? (E.g. Does the installation wizard comply to W3C accessibility guidelines? Can users set up the solution without non-disabled assistance?). If people with disability are not able to install and setup the product themselves, how are FOH enabled to help them?
OPJEMS ONLINE ASSESMENT SYSTEM Req. No BR.OFI <nn> BR.OFI <nn> BR.OFI <nn> Requirement (P) Source/ Identified by
CPE (BR.CPE)
<<Describe if there is any specific Customer Premises Equipment (CPE) or Environment>> Req. No BR.CPE <nn> BR.CPE <nn> BR.CPE <nn> Requirement (P) Source / Identified by
Customer Adds, Moves & Changes (BR.DM)

<<Describe the capabilities for the customer to use their product or service on a day-to-day basis. Where the product / offer consists of several components, the requirements should be specified for each component via a new table per component. Please ensure you clearly identify each table with the component name>> Also consider, if possible, how users with disability will use the solution, add, move or change? Req. No BR.DM C <nn> BR.DM C <nn> BR.DM C <nn> Requirement (P) Source/ Identified by
Customer Experience (BR.CEX)

<<Describe the overall customer experience rules that are required in order to deliver a consistent and optimised product>>
Req. No BR.CEX <nn> BR.CEX <nn> BR.CEX <nn>
Requirement
(P)
Customer Portal (BR.CP)

<<Identify the relevant Customer Portal>>
OPJEMS ONLINE ASSESSMENT Will the customer portal be designed to comply to W3C web accessibility guidelines at a minimum of AA level? Req. No BR.CP <nn> BR.CP <nn> BR.CP <nn> Requirement (P) Source/ Identified by
Authentication (BR.AU)
<<Describe the process of verifying a customers identity>> Are the user interfaces to identification and authentication (such as web forms) accessible in the same way that the solution itself needs to be? Req. No BR.AU <nn> BR.AU <nn> BR.AU <nn> Requirement (P) Source/ Identified by
Product/Solution Features (BR.FE)

<< Identify key product/solution features. For products, include details of product components such as plans, contracts and any other features (e.g. bonus options) that make up the product offering. Where the product / offer consists of several components, the requirements should be specified for each component via a new table per component. Please ensure you clearly identify each table with the component name>> Are there any key features that are particularly useful for older customers or those with disability (e.g. a Voice to text capability is beneficial for Deaf customers, the iPhone VoiceOver feature is beneficial for the blind).
Req. No BR.FE <nn> BR.FE <nn> BR.FE <nn>
Requirement
(P)
Infrastructure Requirements (BR.IR)

<<Identify minimum Infrastructure requirements>> Req. No BR.IR <nn> Requirement (P) Source/ Identified by
OPJEMS ONLINE ASSESMENT SYSTEM Req. No BR.IR <nn> BR.IR <nn> Requirement (P) Source/ Identified by
Pricing Capability (BR.PC)

<<Identify how Pricing Capability is to be realised. This includes general pricing information, charges and discounts. Pricing details are required for all the components (plans, bonus options, features) that make up the offer. Where the product / offer consists of several components, the requirements should be specified for each component via a new table per component. Please ensure you clearly identify each table with the component name>> Are there any special pricing models that need to be noted for specific disability groups (e.g. special SMS pricing for Deaf customers) and how will this impact profitability? Req. No BR.PC <nn> BR.PC <nn> BR.PC <nn> Requirement (P) Source/ Identified by
Billing & Payment (BR.BP)

<<Describe how the customer is billed for the product, and the methods available to the customer to pay for the product. The billing and payment details are required for all the components (plans, bonus options, features) that make up the offer. Where the product / offer consists of several components, the requirements should be specified for each component via a new table per component. Please ensure you clearly identify each table with the component name>> Are the user interfaces to billing accessible in the same way that the solution itself needs to be (e.g. do the online billing UIs comply to W3C accessibility guidelines at a minimum of AA level). Is there at least one method of billing and payment that is accessible to all disability groups? That is, FOH, phone payments, online, t-shops, etc. Are there any specialised billing methods required for specific disability groups (e.g. production of Braille or large print bills). Req. No BR.BP <nn> BR.BP <nn> BR.BP <nn> Requirement (P) Source/ Identified by
Credit Management (BR.CM)

<<What Credit Management function should handle>>
OPJEMS ONLINE ASSESSMENT Req. No BR.CM <nn> BR.CM <nn> BR.CM <nn> Requirement (P) Source/ Identified by
Complaints (BR.CO)
<<What kind of complaints should be handled? >> How are complaints handled if they are related to the inaccessibility of the solution to customers with disability? How is FOH informed around specific issues that might exist for the solution as it is used by people with disability? Req. No BR.CO <nn> BR.CO <nn> BR.CO <nn> Requirement (P) Source/ Identified by
Security & Quality (BR.SQ)

<<Describe the security & quality requirements with respect to the data, hardware and application/s, including but not limited to requirements regarding access (authentication and authorisation), integrity, audit, privacy>> Req. No BR.SQ <nn> BR.SQ <nn> BR.SQ <nn> Requirement (P) Source/ Identified by
Assurance (BR.ASS)
<<Describe the process & capability required to provide customer care, fault handling, etc>> Req. No BR.ASS <nn> BR.ASS <nn> BR.ASS <nn> Requirement (P) Source/ Identified by
CQ (BR.CQ)
<<Describe the requirements needed to meet the CQ obligations, including interception, privacy, and operational separation>> OPJEMS Online Assessment System Template v2.10 Doc No: OPJEMS001 DRAFT Page 31 of 41
OPJEMS ONLINE ASSESMENT SYSTEM Req. No BR.CQ <nn> BR.CQ <nn> BR.CQ <nn> Requirement (P) Source/ Identified by
Enterprise Data (BR.ED)

<<Identify any information / data characteristics, availability, storage, processing and migration needs. Include any data sharing, external sources or users of data for this product/solution, and any data integrity or confidentiality requirements, unstructured data requirements, etc>> Req. No BR.ED <nn> BR.ED <nn> BR.ED <nn> Requirement (P) Source/ Identified by
Reporting & Analysis (BR.RA)

<<Describe the reporting & analysis requirements for the product/solution for Telstra internal and external audiences including the Customer, external legal, governance and industry bodies, and Telstra Management or Operational Support. Examples are product revenue and performance measures, initiative benefits, customer satisfaction and take-up, marketing and campaign analysis. Consider new reports as well as any impact to existing reports. For example, should a new product be included as part of an existing grouping in a report or reported separately with specific additional information. Provide the following details where appropriate: - Business information required eg Sales by channel, Physical measures volumes of sale, services in operation, Revenue measures, Trends of product revenue, Performance against target SLAs, Gap analysis of missed target, etc. - Business process being measured eg. billing - Business area(s) requiring the information the end user(s) of the information eg. L&R bodies, external customers, Telstra Executive team, etc., as different to the people who run the reports. - Frequency of delivery eg. Monthly, financial quarterly - Timing of data real time, next working day, end of last calendar week etc. - History any history required at implementation for example beginning of current financial year. Also specify history data required to support each delivery for example trend analysis comparing to same quarter of last year. - Data coverage Retail, Wholesale or both>> <<Where the product / offer consists of several components, the requirements should be specified for each component via a new table per component. Please ensure you clearly identify each table with the component name>> << The Source/Identified by column in this context is the business area(s) that requested for the reports.>>
Req. No BR.RA <nn> BR.RA <nn> BR.RA <nn>
Requirement
(P)
Deployment & Training (BR.DT)

<<Include any deployment or training requirements that needs to be met>> Are there any specific training requirements around disability access that need to be met and how will these be deployed? E.g. does FOH need to be trained on how to address accessibility related questions from customers and how will they be trained to do this? Req. No BR.DT <nn> BR.DT <nn> BR.DT <nn> Requirement (P) Source/ Identified by
Service Level Management (BR.SL)

<<Describe required targets including capacity, availability and reliability. >> Req. No BR.SL <nn> BR.SL <nn> BR.SL <nn> Requirement (P) Source/ Identified by
Operations (BR.OP)
<<Describe high level operational business requirements>> Req. No BR.OP <nn> BR.OP <nn> BR.OP <nn> Requirement (P) Source/ Identified by
Documentation (BR.DO)
OPJEMS ONLINE ASSESMENT SYSTEM <<Describe whether any documentation is required, such as user documentation or support documentation. Where the product / offer consists of several components, the requirements should be specified for each component via a new table per component. Please ensure you clearly identify each table with the component name>> Req. No BR.DO C <nn> BR.DO C <nn> BR.DO C <nn> Requirement (P) Source/ Identified by
Business Process Requirements (BR.BPR)

<<Detail business process requirements for this initiative>> Req. No BR.BUP <nn> BR.BUP <nn> BR.BUP <nn> Requirement (P) Source/ Identified by
Other Business Requirements (BR.OBR)

<<Detail any other business requirements that dont fall into the above categories>> Req. No BR.OBR <nn> BR.OBR <nn> BR.OBR <nn> Requirement (P) Source/ Identified by
Future Business Requirements (BR.FBR)

<<Detail any requirements that is out of scope for this project but of relevance in design>> Req. No BR.FBR <nn> BR.FBR <nn> BR.FBR <nn> If the customer experience of this solution is known to be sub-optimal, note how the customer experience is to be improved in future iterations of the solution. If the current proposed solution is not accessible to people with disability, indicate the roadmap for future iterations of this solution and how those solutions will be made to meet disability access requirements. OPJEMS Online Assessment System Template v2.10 Doc No: OPJEMS001 DRAFT Page 34 of 41 Requirement (P) Source/ Identified by
BUSINESS REQUIREMENT ASSUMPTIONS

The following assumptions are made for these business requirements: Number Assumption 1 Assumption 2 Assumption 3 Assumption Resources Data requirements Change management Description
BUSINESS REQUIREMENT ISSUES

The high-level issues relating to these business requirements are: Number Issue Description
BUSINESS REQUIREMENT RISKS

The high-level risks relating to these business requirements are: Number Risks Description
BUSINESS REQUIREMENT CONSTRAINTS

The known high-level constraints and inter-dependencies relating to these business requirements are: Number Constraints & Inter dependencies Description
BUSINESS PROCESS MODEL

OPJEMS ONLINE ASSESMENT SYSTEM At the appropriate junction in the projects maturity, TDP recommends the projects to use the Business Process Solution (BPS) template to manage the business process solution component of a business initiative.
TPM Level 2 Process Impacts

List the potentially impacted Telstra Process Model (TPM) Level 2 process. Refer to the following link http://www.in.telstra.com.au/ism/processmanagement/index.asp to view the current Level 2 process in TPM framework.
As-Is To-Be Variance Overview

Summarise the anticipated Business Process changes (at a high level) that will be developed as a result of these business requirements.
REFERENCES
No. Document Number (Ensure that
EDMS repository is listed)
Version Number
Title
DME TAF0001-101040 or EDMS id: xxx-####
State the TDP Project Documentation Standards version and Conventions referenced
2 3 This section is different from the Attachments section. This is used to list other artefacts which have been used as references in developing this document, but are not considered part of this document.
ATTACHMENTS
No. Document Number (Ensure that
EDMS repository is listed)
Version Number
Title
1 2
<EDMS id>
This section is different from the References section. This is used to list other artefacts which are considered part of this document.
DEFINITIONS
The following words, acronyms and abbreviations are referred to in this document. Term Definition Business Priority Index - This is a method to classify key Usability Issues by the likely business impact they will have for more information contact your Customer Experience Lead
BPI
BRD CPE
Business Requirements Document Customer Premises Equipment Compliance Questionnaire in EPM - Legal, Regulatory, Usability & External Affairs. http://www.in.telstra.com.au/ism/compliancequestionnaires/index.asp CQ Categories: Communications, Disability, Diversity, Fraud & Revenue, GST, Interception, IT Security, Legal, Privacy, Regulatory, Taxation, Wholesale Requirements Definition Document Solution Impact Document System Usability Scale This is a simple, ten-item scale giving a global view of subjective assessments of usability. The selected statements cover a variety of aspects of system usability, such as the need for support, training, and complexity, and thus have a high level of face validity for measuring usability of a system for more information contact your Customer Experience Lead Technology Delivery Process Telstra Process Model
CQ
RDD SID
SUS
TDP TPM
SIGN-OFF
The completion of the sign-off page is a testament by the below signatories that the following has been achieved or is agreed: The document has been peer reviewed and all defects have been fixed The document is complete and correct This document will be placed under configuration control Insert the number of the version last reviewed before sign-off e.g. 1.3 Insert the number of the version as a result of signoff e.g. 2.0 Insert date of the number of the version as a result of signoff Insert the name of the Author of the Document
Reviewed Revision Number Baseline Revision Number Baseline Date Author
For product initiatives only: The BRD must be updated with more detail prior to Detailed Design the approvals must also be provided for the new baseline at Detailed Design.
Organisational Position Signature
Insert organisational position of person approving document can be electronic authorisation, e.g. email Insert name of person authorising document Project Owner
Date
Insert date approved
Name TDP Role
Contact Number Insert number
Insert organisational position of person approving document can be electronic authorisation, e.g. email Insert name of person authorising document Project Manager
Date
Name TDP Role
Insert organisational position of person approving document can be electronic authorisation, e.g. email Insert name of person authorising document
Date
Name
TDP Role
Stakeholders
Comments Documentation location

Master Hard copy State where stored, or write NA if there are no paper copies. Master Electronic State where stored eg. Stored in DM TAF repository
DOCUMENT CONTROL SHEET

The purpose of this section is to capture all changes made to the content of document.
Contact for Enquiries and Proposed Changes

If you have any questions regarding this document or would like to suggest an improvement, contact: Name Designation Phone Email Address <Contact Name> < Contact Designation> <Contact Phone> <Contact Email>
Revision History
Version Version Date No 0.0a <date> Nature of Change Author of Change
This publication has been prepared and written by Telstra Corporation Limited (ABN 33 051 775 556) or its nominated agent <insert name>, and is copyright. Other than for the purposes of and subject to the conditions prescribed under the Copyright Act, no part of it may in any form or by any means (electronic, mechanical, microcopying, photocopying, recording or otherwise) be reproduced, stored in a retrieval system or transmitted without prior written permission from the document controller. Product or company names are trademarks or registered trademarks of their respective holders. Note for non-Telstra readers: The contents of this publication are subject to change without notice. All efforts have been made to ensure the accuracy of this publication. Notwithstanding, Telstra Corporation Limited does not assume responsibility for any errors nor for any consequences arising from any errors in this publication.
TEMPLATE CONTROL SHEET

The purpose of this section is to capture all changes made to the template. This page can be deleted if it is not required by a project.
Contact for Enquiries and Proposed Changes

If you have any questions regarding this document template, contact: Name Designation Phone Email Address Andrew Diamantis TDP Process Manager 03-9634 4726 Andrew.Diamantis@team.telstra.com
If you have a suggestion for improving this document template, please raise a TDP change request at: http://www.in.telstra.com.au/ism/tdp/b01.asp
Revision History of Template

Version Version Date No 1.0 26/02/2007 2.0 17/08/2007 2.1 2.2 9/10/2007 7/11/2007 Nature of Amendment Baselined Version of the template Changed font from Harmony to Arial Added OLA reference to the Help Test in sections 5.19 & 5.22 as per CR 504 Added unique IDs for each business requirement category, eg BR.CE for Business Requirements in the Customer Experience category. Expanded the definition of Mandatory Business Requirements to cover product development in addition to corporate compliance requirements. Renamed Legal & Regulatory as CQ. Included CQ definition. Changes references from issue to version, as part of accommodating IT OSS requirements Fixed broken hyperlink http://www.in.telstra.com.au/ism/processmanagement/ind ex.asp. Also introduce Abbreviation CEX (Customer Experience section 5.6) to differentiate from CE (Customer Eligibility section 5.2) Standard changes to footers and Title page Updated guidance text for product based initiatives Modified title and guidance for section 5.21 to support information model enhancements in TDP 4.0 Customer Experience Driver section added and related items in existing sections modified. 6.19 includes enhanced guidance. Author AL SW Andrew Lance Andrew Lance Andrew Lance Sandra Willers Andrew Diamantis Andrew Diamantis AD SW SW Sandra Willers
2.3 2.4 2.5
18/12/2007 6/08/2008 10/11/08
2.6
10/02/09
2.7 2.8 2.9 2.10
01/07/09 04/08/09 25/08/09 23/02/10

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OPJEMS ONLINE ASSESMENT SYSTEM

Business Requirements Document Document No: OPJEMS001

OPJEMS ONLINE ASSESMENT SYSTEM

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OPJEMS ONLINE ASSESSMENT

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ROLES AND RESPONSIBILITIES

Client , Software Vendor

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OPJEMS ONLINE ASSESMENT SYSTEM

BUSINESS DRIVERS Business Objectives & Critical Success Factors

OPJEMS Online Assessment System Doc No: OPJEMS001 DRAFT Page 8 of 41

OPJEMS ONLINE ASSESSMENT

Product / Solution Drivers

Product / Solution - Key Drivers

User/Customer Retention & Loyalty

Product /Solution Interaction

OPJEMS ONLINE ASSESMENT SYSTEM

Business Revenue Model

Business Driver Metrics

Anticipated result/target value

Trend showing annual % increase reduced

4.1.1, 4.1.2, 4.2.2, 4.3.6

Annual Net Churn rate % Annual Gross Churn rate %

4.1.1, 4.1.3, 4.2.1, 4.3.4

OPJEMS ONLINE ASSESSMENT

Internet Media Player

SMS Contact Management Phone Capability

MMS Task Management

OPJEMS ONLINE ASSESSMENT

USER/CUSTOMER EXPERIENCE DRIVERS

Key User/Customer Experience Objectives

Targeted Customers and Segments

Market Situational Analysis

Example from BigPond Online Music Store

User experience Easy to use UIs One click to buy

ITunes Music Store

Analyst Reviews, User/Customer and Market Expectations

Availability o Same as PSTN current availability rules

User/Customer Experience Outline

OPJEMS ONLINE ASSESSMENT

Where will users/customers interact with the solution?

OPJEMS ONLINE ASSESMENT SYSTEM

Lounge/Living room Kitchen Study Main bedroom Other Other Bedroom 3% 3% 1% 0%

38% 30% 15%

Customer Telstra Journey/Touchpoints Overview

User/Customer Product Experience & Quality

How should the user/customer experience success be measured in the solution?

Anticipated result/target value

OPJEMS ONLINE ASSESSMENT

it gives an indication of users/customers perceived ability to use the product

For all top priority products SUS >=70%.

BR.UEM.3 Download time for pages to load on a mobile

Touch screen UI responsiveness

To set and measure the minimum acceptable customer satisfaction rating.