Service Catalogue for National Help Desk. Prepared against Consultant Services for IT Help Desk Services for the National E- Initiatives

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1 Catalogue for National Help Desk Prepared against Consultant s for IT Help Desk s for the National E- Initiatives Version 1.2 Date: 09 December, 2014 Prepared for: Access to Information Program A2I-II Dhaka, Bangladesh Prepared by: Mango Teleservices Limited 82, Mohakhali C/A, 12 th Floor Dhaka-1212, Banglades 1

2 Document Title Customer: Title: Document A2I-II Catalogue for NHD-Mango -Catalogue-for-NHD-MangoV-1.0 Preparation Action Name Date Prepared by: Review and Assisted by: Hasan T. Emdad, GM Mango Teleservices Limited Debabrata Sarkar, Sr. Application Engineer Mango Teleservices Limited 09 December, December, 2014 Revision: Version Date released Change Notice s affected Remarks/changes Draft Final HTER 4,7,25,29 Updated 2

3 Introduction The main purpose of this service catalog is to document National Help Desk, of A2I Program s for supporting various IT services and establishes the basis for other service management components. In essence, it defines what services are available, what to be delivered and whom the address from the IT delivered services and aligns those services with the business goals and needs. It can be a baseline for a Level Agreement, or even replace it in some cases. It also becomes the basis for documenting procedures and processes in National Help Desk. Background Information In order to strengthen the fundamental government responsibility that is providing information and services aimed at improving the social and economic welfare of its citizens, Access to Information (A2I) Programme of Prime Minister s Office has been working to develop a centralized ICT enabled platform that could accumulate all necessary initiatives taken for the benefits at citizens end. With the consistent and ever growing public necessities it is now very much important to improve the hitherto practiced service delivery model to counter the impact of widespread outdated manual processes, resistance to change by civil service staff and a lack of transparency that still frustrates citizens in their attempts to avail government information and services. Therefore, with an aim to improve citizen relations and satisfaction on service provided for both Government agencies and mass people connected to the information services, A2I has planned to establish a 24/7 IT Help Desk Center which will provide adequate information to users at their request for having support to use/operate/access/improve all national e-solutions related to all e-services developed or organized by A2I for 24 hours in a day and 7 days in a week and hence nominated Mango Teleservices Limited as Help Desk Partner. s will cover both technological and operational responses and incident management process integrated business model automated or simplified, where the ultimate users will receive their answers and clarifications to their queries and complaints within the shortest possible time using the better technology and communication. Key elements of scope of Work from Mango Teleservices Limited- i. Mango proposed IT Help Desk will be organized through the following access mode for end users from both public and private sectors, government officials, implementing agencies and executive authorities of different e-initiatesa. Internet i. CRM- Support Ticket (mobile edition supported) 3

4 ii. Live Chat iii. F.A.Q & Knowledge Base iv. Social Network- Facebook, Twitter, Skype or integral tools such as Teamviewer, Ignitefire, Newsletter/Mailing List etc. b. Phone Call i. Call to agents ii. IVR support iii. Voice Mail/Missed call and Call back support c. SMS & i. SMS Push-Pull ii. Bulk SMS & notification iii. Support ii. While designing Catalog and Escalation Matrix, Mango will include Provider (A2I and 3 rd Parties), Government Agencies like Cabinet Division, Bangladesh Computer Council, Private Sector Initiators like UDC (Union Digital Center) Initiators and other stake holders as identified during the ground work to be undertaken by the vendor. iii. Mango will deploy necessary number of help desk agents based on service catalog designed, concurrency projection and service span assessed. ITSM/ITIL and service catalogs IT Management (ITSM) is the framework laid out by the IT Infrastructure Library (ITIL). ITSM/ITIL originally started in the United Kingdom but has spread rapidly in recent years through many IT organizations around the world. The service catalog is a primary tool in building National Help Desk ITSM framework. However, even if this is not fully implementing ITSM, the benefits of a service catalog are quickly apparent. 4

5 Developing the service catalog National Help Desk is going to have to put on its thinking caps to develop its service catalog. In order to first identify the services, we started looking into work from the perspective of the core business purposes. Then, looked at what IT offerings support those services. After the core purposes, moved into those supporting areas that IT also serves, such as administrative or general organizational support. The entire service catalog is built from the customer s perspective. Some services can be further broken down into subservices as well if needed. Software Development Hosting Environment Content Management Continuation Maintain & Support Change Management System Administration User Interface Management Project Owner Support Lead Sub- s Sub- s Sub- s Sub- s Sub- s Sub- s Sub- s Sub- s Sub- s Sub- s Sub- s Sub- s Sub- s Sub- s Sub- s Core Business Administration Support After looking at services from the business perspective, started to define each service with the following information: Name With a simple description, preferably the same name the customer would use. Description This is a high-level description of the service written in language customers can understand. Support Point Listed where should the customer begin an inquiry or report problems regarding the service. Responsible Manager List the contact person responsible for the service. Customers/Users What set of customers (specific or general) utilizes this service. Detailed Specifications Some items may not require all of these elements, but possible elements to include in specifications are: o Inputs hardware, software, infrastructure, customer inputs, etc. o Outputs final products viewed from a customer perspective o Default items always included o Optional items the customer may request or pay extra for o Excluded items which are never included o hours of availability o Up-time and service availability goals 5

6 o o o o Support provided Performance standards for the service Customer procedures for starting, changing or ending the service Charges (if appropriate) Form and structure of the service catalog The service catalog is prepared based on a formatted tabular format as prescribed in ITIL. In addition to the detailed information for each service, the service catalog includes the following pieces of information: Title Version Last Revised Date Introduction and description of purpose Description of IT organization as a whole The Catalog Template, which follows, provides some examples for developing a list of services and writing up each individual service. Benefits of this service catalog The benefits reaped by a service catalog depend somewhat on the purpose it's intended to fulfill in the scope of Help Desk. If the service catalog's design includes measures of success for the service, it can provide a baseline for performance metrics that help identify areas that need improvement. A service catalog can also assist support help desk managers in defining the scope of support in an organization, as it qualifies the incidents. It can even help identify priorities for incidents based on their impact to business functions. From a customer perspective, a well-marked service catalog helps users identify what services are available to them and what the boundaries might be. Only those users requiring a different level of service will need to have an SLA and that SLA will only need to define what items differ from the standard service catalog. For some internal support organizations, a service catalog may be all that is ever needed. Building procedures from the catalog After developing the service catalog, the logical next step is to define procedures for each service. The service catalog itself provides the support desk with contact information as well as performance standards to monitor. The service catalog is also a useful tool for looking at incident classifications. After all the work in building the service catalog, procedures are the natural next step to documenting the work of the support desk. The procedure should first look at what questions will need to be gathered on input of an incident or request. Response time standards and 6

7 escalation procedures will also flow naturally from the service catalog. If the incident or request cannot be solved at the support desk, procedures will use the contact information to initiate an escalation to second level technicians. However, it is important to note that the work of the service catalog is never really complete. Ongoing maintenance, review, and revision will be necessary for the service catalog to continue to play a vital role in the National Help Desk IT service management. The next section covers the- - List of Respective s and - Respective Catalogue Index of List of s- 1. Community Radio 2. DLRS 3. E-Court System 4. ELRS 5. Forms Portal 6. MMC Dashboard 7. NESS 8. NPF 9. Promos 10. Shebakunjo 11. Teachers Portal 12. Innovation Fund 13. Travel Management System- TMS 7

8 List of s-community Radio Core Business/ Purpose: Software Development Core Development/Change Management (Lead) Module Development& Integration Development and Debugging Database Administration Up-gradation, Technology and Change Management Maintenance & Emergency Software Engineering Core Business/ Purpose: Hosting Environment System Administration (Lead) Hosting & configuration Preparation for new s Hosting Capacity Design Maintenance & Emergency Hosting Support System Administration Core Business/ Purpose: User Interface/CMS User Interface Development (Lead) User Interface Development Build, Customize and Debug Pre & Post Production change management Administrative Role: Project Owner (Lead) Software Support Emergency Support DR & Root Cause analysis Resource- Human & Logistics Support Role: Support Lead Communication & Coordination Post L-3 Resolution SSL Wireless Mr. Zubayer, Head of Marketing Cell SSL Wireless maintain the hosting service. you will get info from - SSL Wireless Mr. Zubayer, Head of Marketing N/A Suparna Roy, LD Expert, A2I Programme, PMO, cell , pmo.gov.bd Mr. Zubayer SuparnaRoy, LD Expert, A2I SuparnaRoy, LD Expert, A2I SuparnaRoy, LD Expert, A2I 8

9 Catalog for Community Radio Name Description: Support : Responsible Manager: Users: Community Radio's common platform Access to Information Program-II Suparna Roy Mob: Public Detailed Specifications Default, Optional & Excluded Items: Hours: Performance Standards: Customer Procedures for starting, changing, or ending service: Content development, Software Developmentand Training are Excluded functions of support services. Agent Support- 24x7, Support Resolution Hour 9 AM- 9 PM, 50% issue resolution on the same day, remaining 40% within t+1 day, remaining 10% on t+2 day User can avail services through- - Phone call - or Form - Ticket Portal - Live Chat - Social Network Charges (if applicable): Not Applicable 9

10 Support level Steps: Community Radio Level-1 Level-2 Level-3 Mango Representatives: Mango Representatives: National Helpdesk Support Number SuparnaRoy LD Expert, a2i Progrmme Mr. Zubayer, Head of Marketing Organization : 10

11 List of s-digital Land Record System (DLRS_Old) Core Business/ Purpose: Software Development Core Development/Change Management (Lead) Module Development& Integration Development and Debugging Database Administration Up-gradation, Technology and Change Management Maintenance & Emergency Software Engineering Core Business/ Purpose: Hosting Environment System Administration (Lead) Hosting & configuration Preparation for new s Hosting Capacity Design Maintenance & Emergency Hosting Support System Administration Core Business/ Purpose: User Interface/CMS User Interface Development (Lead) User Interface Development Build, Customize and Debug Pre & Post Production change management Administrative Role: Project Owner (Lead) Software Support Emergency Support DR & Root Cause analysis Resource- Human & Logistics Support Role: Support Lead Communication & Coordination Post L-3 Resolution Atiqul Islam Khan Shawon BCC & DC office N/A N/A N/A N/A Md. Mustafizur Rahman Mob: Md. ForhadZahid Sheikh

12 Catalog fordigital Land Record System (DLRS_Old) Name Description: Support : Responsible Manager: Users: Land Record Management System Access to Information Program-II Md. Mustafizur Rahman Mob: Public &GoB offices Detailed Specifications Default, Optional & Excluded Items: Hours: Performance Standards: Customer Procedures for starting, changing, or ending service: Database Management, Software customization, Hardware, Training are Excluded functions of support service Agent Support- 24x7, Support Resolution Hour 9 AM- 9 PM, 50% issue resolution on the same day, remaining 40% within t+1 day, remaining 10% on t+2 day User can avail services through- - Phone call - or Form - Ticket Portal - Live Chat - Social Network Charges (if applicable): Not Applicable 12

13 Support level Steps: Observer: Ommey Salma Tanzia Deputy Secretary Domain Specialist Access to Information Programme Prime Minister's Office Level-1 Level-2 Level-3 Mango Representatives: Mango Representatives: National Helpdesk Support Number Atiqul Islam Khan Shawon Software Engineer Atiqul Islam Khan Shawon Software Engineer Organization 13

14 List of s- Electronic land recording system (ELRS) Core Business/ Purpose: Software Development Core Development/Change Management (Lead) Module Development& Integration Development and Debugging Database Administration Up-gradation, Technology and Change Management Maintenance & Emergency Software Engineering Core Business/ Purpose: Hosting Environment System Administration (Lead) Hosting & configuration Preparation for new s Hosting Capacity Design Maintenance & Emergency Hosting Support System Administration Core Business/ Purpose: User Interface/CMS User Interface Development (Lead) User Interface Development Build, Customize and Debug Pre & Post Production change management Administrative Role: Project Owner (Lead) Software Support Emergency Support DR & Root Cause analysis Resource- Human & Logistics Support Role: Support Lead Communication & Coordination Post L-3 Resolution Md. Monirul Islam BCC N/A N/A N/A N/A Md. Mustafizur Rahman Mob: Md. Forhad Zahid Sheikh Mob:

15 Catalog for ELRS Name Description: Support : Responsible Manager: Users: File Management System for GoB Access to Information Program-II Md. Mustafizur Rahman Mob: GoB offices Detailed Specifications Default, Optional & Excluded Items: Hours: Performance Standards: Customer Procedures for starting, changing, or ending service: Database Management, Software customization, Hardware, Training are Excluded functions of support service Agent Support- 24x7, Support Resolution Hour 9 AM- 9 PM, 50% issue resolution on the same day, remaining 40% within t+1 day, remaining 10% on t+2 day User can avail services through- - Phone call - or Form - Ticket Portal - Live Chat - Social Network Charges (if applicable): Not Applicable 15

16 Support level Steps: Observer: Ommey Salma Tanzia Deputy Secretary Domain Specialist Access to Information Programme Prime Minister's Office Level-1 Level-2 Level-3 Mango Representatives: Mango Representatives: National Helpdesk Support Number Md. Monirul Islam Software Engineer Md. Monirul Islam Software Engineer Organization : 16

17 List of s- Mobile Court Management System (ecourt) Core Business/ Purpose: Software Development Core Development/Change Management (Lead) Module Development& Integration Development and Debugging Database Administration Up-gradation, Technology and Change Management Maintenance & Emergency Software Engineering Core Business/ Purpose: Hosting Environment System Administration (Lead) Hosting & configuration Preparation for new s Hosting Capacity Design Maintenance & Emergency Hosting Support System Administration Core Business/ Purpose: User Interface/CMS User Interface Development (Lead) User Interface Development Build, Customize and Debug Pre & Post Production change management Administrative Role: Project Owner (Lead) Software Support Emergency Support DR & Root Cause analysis Resource- Human & Logistics Support Role: Support Lead Communication & Coordination Post L-3 Resolution Jafrin Ahammed Mob: Mango Representative & A.K.M Enamul Haque Siddique (A2I) Mob: Jafrin Ahammed Mob: Dr. Md Abdul Mannan Mob: Sheren Shobnom Mob:

18 Catalog for Mobile Court Management System (ecourt) Name Description: Support : Responsible Manager: Users: Through Mobile court management, all activities of mobile court can be done in a easy and faster way. Citizen can also inform district magistrate about any type of crime. Access to Information Program-II Dr. Abdul Mannan Cabinet division, District Magistrate,Additional District Magistrate,Executive Magistrate, Prosecution agency, citizen etc Detailed Specifications Default, Optional & Excluded Items: Hours: Performance Standards: Customer Procedures for starting, changing, or ending service: Content development, Software Developmentand Training are Excluded functions of support services. Agent Support- 24x7, Support Resolution Hour 9 AM- 9 PM, 50% issue resolution on the same day, remaining 40% within t+1 day, remaining 10% on t+2 day User can avail services through- - Phone call - or Form - Ticket Portal - Live Chat - Social Network Charges (if applicable): Not Applicable 18

19 Support level Steps: Observer: Dr. Md Abdul Mannan Director (E-service) Level-1 Level-2 Level-3 Mango Representatives: Mango Representatives: National Helpdesk Support Number Jafrin Ahammed Software Consultant Organization : Md Arfe Elahi Manik Technology Specialist Md. Hasanuzzaman Sr. Software Engineer Others 19

20 List of s-forms Portal Core Business/ Purpose: Software Development Core Development/Change Management (Lead) Module Development& Integration Development and Debugging Database Administration Up-gradation, Technology and Change Management Maintenance & Emergency Software Engineering Core Business/ Purpose: Hosting Environment System Administration (Lead) Hosting & configuration Preparation for new s Hosting Capacity Design Maintenance & Emergency Hosting Support System Administration Core Business/ Purpose: User Interface/CMS User Interface Development (Lead) User Interface Development Build, Customize and Debug Pre & Post Production change management Administrative Role: Project Owner (Lead) Software Support Emergency Support DR & Root Cause analysis Resource- Human & Logistics Support Role: Support Lead Communication & Coordination Post L-3 Resolution Name : Arif Hossain Mobile : A.K.M Enamul Haque Siddique Maintenance Company Dr. Md Abdul Mannan Mob: Sheren Shobnom Mob:

21 Catalog for Forms Portal Name Description: Support : Responsible Manager: Users: All GoB forms Access to Information Program-II Dr. Md Abdul Mannan Mob: Public Detailed Specifications Default, Optional & Excluded Items: Hours: Performance Standards: Customer Procedures for starting, changing, or ending service: Agent Support- 24x7, Support Resolution Hour 9 AM- 9 PM, 50% issue resolution on the same day, remaining 40% within t+1 day, remaining 10% on t+2 day User can avail services through- - Phone call - or Form - Ticket Portal - Live Chat - Social Network Charges (if applicable): Not Applicable 21

22 Support level Steps: Observer: Dr. Md Abdul Mannan Director (E-service) Level-1 Level-2 Level-3 Mango Representatives: Mango Representatives: National Helpdesk Support Number Software mnt Company Organization : Md Arfe Elahi Manik Technology Specialist Sheren Shobnom Designation : Consultant- National Portal Implementation Mob:

23 List of s-mmc Dashboard Core Business/ Purpose: Software Development Core Development/Change Management (Lead) Module Development& Integration Development and Debugging Database Administration Up-gradation, Technology and Change Management Maintenance & Emergency Software Engineering Core Business/ Purpose: Hosting Environment System Administration (Lead) Hosting & configuration Preparation for new s Hosting Capacity Design Maintenance & Emergency Hosting Support System Administration Core Business/ Purpose: User Interface/CMS User Interface Development (Lead) User Interface Development Build, Customize and Debug Pre & Post Production change management Administrative Role: Project Owner (Lead) Software Support Emergency Support DR & Root Cause analysis Resource- Human & Logistics Support Role: Support Lead Communication & Coordination Post L-3 Resolution Jafrin Ahmed Mob: Mr.Enamul Mob: Jafrin Ahmed Mob: Asad-Uz-Zaman Mob: Jafrin Ahmed Mr.Elahi&Ms.Jafrin Mr.Elahi&Ms.Jafrin Mr.Elahi&Mr.Asad Asad-uz-Zaman Mob:

24 Catalog for MMC Dashboard Name Description: Support : Responsible Manager: Users: Multimedia classroom management system Access to Information Program-II Mr. Asad-Uz-Zaman Mob: All Schools, Upazilla and Dist. Education officers, UNO, DC, MoE, MoPME Detailed Specifications Default, Optional & Excluded Items: Hours: Performance Standards: Customer Procedures for starting, changing, or ending service: Agent Support- 24x7, Support Resolution Hour 9 AM- 9 PM, 50% issue resolution on the same day, remaining 40% within t+1 day, remaining 10% on t+2 day User can avail services through- - Phone call - or Form - Ticket Portal - Live Chat - Social Network Charges (if applicable): Not Applicable 24

25 Support level Steps: MMC Dashboard Level-1 Level-2 Level-3 Mango Representatives: Mango Representatives: National Helpdesk Support Number Ms.Jafrin Ahmed Jr.Software Consultant Mr. Asad-Uz-Zaman Local Development Associate Organization : 25

26 List of s-national E- System (NESS) Core Business/ Purpose: Software Development Core Development/Change Management (Lead) Md. Monirul Islam Mob: Module Development& Integration - Development and Debugging Md. Karim Mob: Md.Sohel Mob: Database Administration - Up-gradation, Technology and Change Management - Maintenance & Emergency Software Engineering Md. Karim Mob: Md.Sohel Mob: Core Business/ Purpose: Hosting Environment System Administration (Lead) A.K.M Enamul Haque Siddique Hosting & configuration Preparation for new s Hosting Capacity Design Maintenance & Emergency Hosting Support System Administration Core Business/ Purpose: User Interface/CMS User Interface Development (Lead) User Interface Development Build, Customize and Debug Pre & Post Production change management Administrative Role: Project Owner (Lead) Software Support Emergency Support DR & Root Cause analysis Resource- Human & Logistics Support Role: Support Lead N/A N/A N/A N/A Md. Mustafizur Rahman Mob: Md. Forhad Zahid Sheikh Mob:

27 Communication & Coordination Post L-3 Resolution Catalog for National E- System (NESS) Name Description: Support : Responsible Manager: Users: File Management System for GoB Access to Information Program-II Md. Mustafizur Rahman Mob: GoB offices Detailed Specifications Default, Optional & Excluded Items: Hours: Performance Standards: Customer Procedures for starting, changing, or ending service: Content development, Software Development, Hardware and Training are Excluded functions of support services. Agent Support- 24x7, Support Resolution Hour 9 AM- 9 PM, 50% issue resolution on the same day, remaining 40% within t+1 day, remaining 10% on t+2 day User can avail services through- - Phone call - or Form - Ticket Portal - Live Chat - Social Network Charges (if applicable): Not Applicable 27

28 Support level Steps: Observer: Ommey Salma Tanzia Deputy Secretary Domain Specialist Access to Information Programme Prime Minister's Office Level-1 Level-2 Level-3 Mango Representatives: Mango Representatives: National Helpdesk Support Number Md. Sohel Software Engineer Ahammad Karim Jr. Software Consultant Ahammad Karim Jr. Software Consultant Md. Monirul Islam Software Engineer Organization 28

29 List of s-national Portal (NPF) Core Business/ Purpose: Software Development Core Development/Change Management (Lead) Module Development& Integration Development and Debugging Database Administration Up-gradation, Technology and Change Management Maintenance & Emergency Software Engineering Core Business/ Purpose: Hosting Environment System Administration (Lead) Hosting & configuration Preparation for new s Hosting Capacity Design Maintenance & Emergency Hosting Support System Administration Core Business/ Purpose: User Interface/CMS User Interface Development (Lead) User Interface Development Build, Customize and Debug Pre & Post Production change management Administrative Role: Project Owner (Lead) Software Support Emergency Support DR & Root Cause analysis Resource- Human & Logistics Support Role: Support Lead Communication & Coordination Post L-3 Resolution Moinuddin Muhammad Masud Mob: Mango representative & A.K.M Enamul Haque Siddique (A2I) Mob: Arif Hossain Mobile : Dr. Md Abdul Mannan Altaf Hossain Sheikh Mobile :

30 Catalog for National Portal (NPF) Name Description: Support : Responsible Manager: Users: The National web Portal Framework (NPF) is the single platform for accessing all public information from any government organization to ensure easy accessibility for citizens, easy updating of data by non-technical personnel and sharing of data amongst various organizations. Access to Information Program-II Dr. Abdul Mannan Mob: Counting all ministries, all directorates, all semi-government and all autonomous organizations, and all government offices at the division, district, upazila and union levels, there are about 27,000 government offices. Detailed Specifications Default, Optional & Excluded Items: Hours: Performance Standards: Customer Procedures for starting, changing, or ending service: Content development, Software Developmentand Training are Excluded functions of support services. Agent Support- 24x7, Support Resolution Hour 9 AM- 9 PM, 50% issue resolution on the same day, remaining 40% within t+1 day, remaining 10% on t+2 day User can avail services through- - Phone call - or Form - Ticket Portal - Live Chat - Social Network Charges (if applicable): Not Applicable 30

31 Support level Steps: Observer: Dr. Md Abdul Mannan Director (E-service) Level-1 Level-2 Level-3 Mango Representatives: Mango Representatives: National Helpdesk Support Number Name : Arif Hossain Designation : Software Engineer Mobile : Maintenance Company Organization : Md Arfe Elahi Manik Technology Specialist Altaf Hossain Sheikh Consultant- National Portal Implementation

32 List of s- Progress Management System (ProMoS) Core Business/ Purpose: Software Development Core Development/Change Management (Lead) Module Development& Integration Development and Debugging Database Administration Up-gradation, Technology and Change Management Maintenance & Emergency Software Engineering Core Business/ Purpose: Hosting Environment System Administration (Lead) Hosting & configuration Preparation for new s Hosting Capacity Design Maintenance & Emergency Hosting Support System Administration Core Business/ Purpose: User Interface/CMS User Interface Development (Lead) User Interface Development Build, Customize and Debug Pre & Post Production change management Administrative Role: Project Owner (Lead) Software Support Emergency Support DR & Root Cause analysis Resource- Human & Logistics Support Role: Support Lead Communication & Coordination Post L-3 Resolution Md. Hafijur Rahman Mobile : A.K.M Enamul Haque Siddique Mob: Md. Hafijur Rahman Mobile : Dr. Md Abdul Mannan Altaf Hossain Sheikh

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