Implement an Information System for SMARTS

1 – Introduction

1. Purpose of Document

The purpose of this document is the outline the specification to implement an Information System for SMARTS. This document details the process of moving from the current system to the proposed system that was developed in addition to migrating data, also to plan for the implementation of a Help Desk to be available to staff through a Service Level Agreement.

2. Scope

2 – Installation

2.1 Deployment Plan

We are planning to do a combination of Phased Geographic Deployment plan and Phased Modules plan for SCIMITAR and FROSTIE systems, this plan enables the deployment of the new system into different phases for each workshop, the 1^st workshop being the Bow in east London, then Stanmore in north London then lastly will be Streatham in south London and Modules can be installed on an incremental approach. SCIMITAR and FROSTIE will be installed on the Application Server and each workstation will be configured to access them through a Web Browser, each machine in the network will require the exact same browser to minimize the risk of user confusion. The Head office will be the first point of installation and then the other two workshops will come in after.

2.2 Data Migration

Data must be migrated from various forms, most of which is from Databases from the current digital systems and some data is from current paper based system databases. All stocked items must be checked and verified by the staff before the data is Migrated to ensure correct entry of data into the new system. The data that is part of the digital databases can be converted to the new system through a software program that is specialized in ETL (Extraction, Transformation, Loading) to the new system. Staff will also be selected to have authority over selected data to be migrated to the new system. Data that will be processed is as follows;

The Data Migration will commence three weeks to two weeks ahead of the new systems going live.

2.3 Training

Training is planned to take place one week before the new system goes live.

2.4 Business Change Issues

Issues will arise if the business continuity is compromised. SMARTS business hours cannot be stopped to perform installation, if this happens, this can result in loss of Business, loss of Customers, Loss of goodwill and Loss of Cash Flow. Databases may become corrupt and data may become unreadable, causing the business significant losses. Issues can arise internally by employees fearing that their patterns of work may change and may think that their jobs may be at risk, employees may think that they may have additional responsibilities and roles to fulfill and may not get salary compensation for the additional tasks. Employees can get intimidated by the new system that will be used and hence cause them to have a higher risk of making mistakes and entering errors. Staff may deny the need to get training because of their normal work schedules. The new system is not perfect and a flaw in the system that was not initially detected can have a fatal effect after installation.

3 – Support

3.1 Support Needs

All users of the SCIMITAR and FROSTIE systems at SMARTS will have access to the Support Services, the service will be scheduled to have full working time at the same time of SMARTS business hours which is between the hours of 9:00 and 18:00 Monday to Friday, 9:30 to 17:30 on Saturdays, closed on Sundays and UK Bank Holidays.

3.2 The NISS Help Desk

The model that will be used for the NISS help desk will be the Touch and Hold Support Model, and employ the Three Level Structure where the First Level is the Front-Line staff, this is where your calls will be initially answered and resolved, the Second Level is the Back-End Staff, this is when the issue requires special expertise within the issue. Lately, the Third Level is Draper Consulting Limited (DCL), there the user can get expert help on the issue and can give feedback on any bugs in the system of give suggestions about improving the system further. The NISS help desk office department will be held in the Head office, so the normal working hours of the Head Office will dictate the hours of the NISS staff.