Final aa Project
IT 510 aa – aa Advanced aa Info aa Technology
SNHU
February aa 24,2019
Table aa of aa Contents
Introduction ........................................................................................................................................... 3
Background ....................................................................................................................................... 3
Problem aa Statement ........................................................................................................................ 4
Audience ............................................................................................................................................ 4
System aa Requirement ......................................................................................................................... 6
Requirements aa Modelling ............................................................................................................... 6
Data aa Process Model ................................................................................................................... 8
Data aa Flow Diagram .................................................................................................................... 9
Data aa Dictionary ............................................................................................................................ 10
Object aa Modelling ......................................................................................................................... 13
Use aa Case Diagram .................................................................................................................... 15
System aa Design .................................................................................................................................. 16
Specifications ................................................................................................................................... 16
Data aa Design .................................................................................................................................. 16
User aa Interface aa Design .............................................................................................................. 17
System aa Architecture .................................................................................................................... 17
Feasibility aa Analysis ...................................................................................................................... 19
Project aa Plan ...................................................................................................................................... 20
Work aa Breakdown aa Structure aa (WBS) ................................................................................... 20
Project aa Monitoring aa and aa Control aa Plan ............................................................................. 22
Timeline ........................................................................................................................................... 22
CONCLUSION ................................................................................................................................... 24
References ............................................................................................................................................ 25
Introduction
The business case aa proposal presents aa a aa summary a of URCovered Inc.
which aa is a reputed aa business entity. It aa is known aa to be a one aa of the largest
auto insurance entities in North America. There is scope for the
organization aa to enhance aa the customer aa service in aa the claim aa management aa area.
The objective aa is to a present the problem aa that aa lies aa before aa the business and
capture its impact on the entire business enterprise. Ultimately, the
audience aa of the system aa proposal aa has aa been a highlighted in the proposal aa so aa
that aa they aa can aa be aa properly aa communicated aa about aa the changes. aa
Background aa
URCovered Inc. has designed a new and innovative mobile
application that can help the business to strengthen the level of
communication and engagement with its customers. After conducting the
information study of the new mobile aa application, a number of limitations
and problems have been identified. Initially, the entire management team
was aa in a favour aa of aa the aa application aa but aa after aa intricate aa details aa were aa captured, aa
the aa new aa mobile aa application aa seemed aa to aa be aa a aa poor aa model aa that aa could aa limit aa
the aa personalized aa approach aa towards aa the aa customers aa of aa URCovered aa Inc.
In the digitalized times, every business undertaking must try to
implement new techniques in order to enhance the quality of customer
engagement. aa In aa the aa case aa of aa the aa URCovered aa business, aa there aa is aa the aa need aa to
establish and clear and transparent means of communication so that the
customer can aa reach the business aa entity without facing any challenges and
hurdles. Adapting to the latest mobile technologies aa could be fruitful aa for the
concern aa provided aa it aa could aa manage aa the aa customer aa claims aa effectively aa (Mobile
and aa mobility, aa 2019, aa p 1). aa
Problem aa Statement aa
The aa URCovered aa Inc. aa business aa has aa designed aa a new mobile aa application
with the fundamental intention to improve the quality of the customer
service in the claims aa management aa area. aa The aa innovative approach a would play
a vital role aa to aa influence aa the aa customer aa relations aa of aa the aa business. aa But aa after
the detailed Information Technology study of the new model, aa a aa number
of aa limitations have been aa captured aa which aa could aa adversely affect aa the a customer
relationship aa (Sevilla, aa 2019).
Even aa though aa the new aa system aa is aa properly aa integrated aa with aa accessibility aa
via the internet and can be used by people who are involved in the
claim aa process, it aa could affect aa the quality aa of the aa personalized contact. aa There
is aa the aa possibility that aa the aa customers aa of the aa auto aa insurance aa business aa would
feel disconnected as they would be interacting with software instead of
interacting with the case managers (Sevilla, 2019). The loss in aa the aa personal
connection could adversely affect aa the business performance aa in the long aa run.
Audience aa
In order to introduce the new system in the claims management
area, aa it aa is aa necessary to aa identify aa the aa key aa audience aa that aa would aa be aa involved
in the process. The main audience in the system proposal are the
customers of the business who make claims and the case managers
(PAREEK, 2017). The other audience members who would play a vital
role aa in aa the aa system setting aa include aa the car repair aa shops, the aa paint shops,
and aa the aa auto aa body a shops. a Since the business basically aa deals aa with aa the a auto
insurance activity the various kinds of auto service providing companies
would aa form aa a aa part aa of aa the aa system. aa
During the type of change, it is extremely important to keep in
mind all the members of the audience that would be affected in the
process. The details of the a mobile application that has been aa designed aa to
make changes in the customer service model in the claim management
must be carefully communicated with the identified audience members
(Beatty, 2015). Communication is the key that can enhance the overall
outcome of a change process in a business setting. In the case of
URCovered Inc., the personalized connection would be substituted by an
innovative and technology-based business model (Beatty, 2015). Thus in
order aa to aa communicate aa the details aa of aa the aa system aa proposal aa with aa the supplier
side, it could use the business website. Similarly, it could also hold
public events so that they could get a thorough insight into the new
claim aa management aa model. aa aa aa
URCovered Inc. must carefully design the communication approach
with aa the customers who aa make the claims aa as aa they are a the aa key aa stakeholders
and aa audience aa of aa the aa business aa undertaking. aa It aa could aa conduct aa workshops aa so aa
that they could understand how the technology-based tool could simplify
their aa experience aa (Beatty, aa 2015, p aa 8). In aa addition to this engagement model,
it aa could also aa introduce aa simple aa demo a options aa in the mobile aa app aa so aa that aa
they aa could aa have aa an enriched aa experience aa while aa using aa the aa new aa system. aa
System aa Requirement
Requirements aa Modelling
Information aa is aa collected aa by using aa various aa fact-finding aa techniques, aa such
as aa interviews, aa surveys, aa feedbacks aa from a the aa customers, aa observation, aa analysis aa
of aa the aa existing aa system, aa etc. aa to aa create aa system aa requirements aa checklist.
Outputs
• The aa mobile aa application a must aa be aa the aa extension, aa not aa a aa replacement aa of
the aa current aa process.
• The aa system aa must aa have aa the aa options aa for aa two-way aa communication aa
(voice aa calls aa and aa chat) so aa that aa the a customers aa and aa case aa managers aa
can aa directly aa communicate aa through aa the aa app.
• The aa application aa must aa be compatible aa with key aa platforms.
• The aa system aa must aa alert aa the aa customers aa to aa new aa information.
Inputs
• Security aa IDs aa and aa levels aa must aa be aa the aa same aa as aa already aa exist aa in aa the aa
web aa application.
• Same aa user aa IDs aa and aa passwords aa as aa web aa application aa will aa be used aa to aa
access aa the aa mobile aa application.
• Each aa customer aa input aa must aa include aa client aa ID, aa name, aa address, aa age, aa
sex, aa contact aa information, aa insurance ID, aa vehicle aa information, aa etc. to aa
proceed aa further aa for aa any aa claim aa management.
• The aa mobile aa application a will aa integrate aa with aa the aa current aa database aa of aa
the aa claim aa management aa system.
Processes
• The aa system aa must aa record aa the aa information aa in aa the aa existing aa database aa of aa
the aa claim aa management aa system.
• The aa system aa must aa provide aa the information aa or aa status aa of aa a a claim aa in aa
the aa same aa manner aa that aa a aa case aa manager aa would.
• The aa system aa must aa have aa the aa case aa manager’s aa online aa business aa card aa with
an aa option aa to aa immediately aa dial aa the a case aa manager aa from the aa mobile aa
application.
• The aa system aa must aa update aa the aa customers aa for aa any aa change aa in aa the aa
status aa of aa a aa claim.
Performance
• The aa system aa must aa support aa at aa least aa 25 aa customers aa simultaneously.
• Response aa time aa must not aa exceed aa 4 aa seconds.
• The aa system aa must aa be a operational aa 24 aa x aa 7 aa and aa 365 a days aa a aa year.
Controls
• The aa system aa must aa provide aa access aa to aa all the aa services aa of aa the aa
application aa to aa the a customers aa after aa providing a login aa information.
• The aa SSN a and aa other aa information aa of aa the aa customers aa must aa be aa secured aa
properly.
• The aa login aa information aa of aa the aa customers aa must aa be aa encrypted.
• The aa status aa of aa a aa claim aa to aa the aa customers aa must aa only aa be aa provided aa by
the aa case aa managers.
aa Data aa Process aa Model
Login
Information
Input
Success
Claim Management
System Database
Case Manager
Claim
Processing
Status to Customer
Decision
Log out/ End
Failure
Figure aa 1: aa A aa data process aa model aa for aa
the aa mobile aa application.
Data aa Flow aa Diagram
0
CLAIM
MANAGEMENT
SYSTEM
0
CLAIM
MANAGEMENT
SYSTEM
CUSTOMER
CASE MANAGER
BANK
CAR REPAIR SHOP
CLAIM
CLAIM PROCESSING
COMPLETED STATUS
DECISIONPENDING STATUS
FEEDBACK
BANK PROCESSING
PAYMENT AS THE CLAIM
Figure aa 2: aa Context aa diagram aa DFD aa for aa claim aa management aa system aa of aa the aa
mobile aa application
Data aa Dictionary
Data aa Elements
Data aa
Element aa
Name
Data aa
Type aa &
Length
Description
Required
(Y/N)
Acceptable aa Values
CUSTOMER
ID
Integer
Primary aa Key, aa
Unique aa identifier
Y
System aa generated
FIRST aa
NAME
Character
(20)
Customer’s aa First aa
Name
Y
Must aa start aa with aa
A aa – aa Z. aa No a
numbers aa allowed aa
to aa start.
LAST aa
NAME
Character
(20)
Customer’s aa Last aa
Name
Y
Must aa start aa with aa
A aa – aa Z. aa No a
numbers aa allowed aa
to aa start.
DOB
Date
Customer’s aa date aa
of aa birth
N
Cannot aa be aa a aa date
in aa future. aa
PHONE
Integer
Customer’s aa phone aa
number
N
Various aa formats
(xxx)-xxx-xxxx
EMAIL
Character
(50)
Customer’s aa email aa
address
N
Must aa have aa “@” aa
symbol. aa
Alphanumeric
ADDRESS
Character
(100)
Customer’s aa address
Y
Alphanumeric. aa
Must aa be aa valid aa
USA aa address
SSN
9N
Customer’s aa Social aa
Security aa Number
Y
Any aa nine-digit aa
number
VEHICLE
Character
(50)
Customer’s aa vehicle
type, aa make aa and aa
model
Y
Alphanumeric
DATE
Date
The aa date aa of aa
record aa entry
Y
System aa generated aa
today’s aa date.
ACTIVE
Boolean
1 aa for aa Active aa
(Yes)
0 aa for aa Inactive aa
(No)
Y
0 aa or aa 1
Data aa Flows
Data aa Flow aa
Name
Description
Origin
Destination
CLAIM
Insurance aa claim aa
by aa customer
CUSTOMER aa entity
CLAIM aa
MANAGEMENT aa
SYSTEM aa process
CLAIM aa
PROCESSING
Claim aa on aa
processing aa by aa
case aa manager
CLAIM aa
MANAGEMENT aa
SYSTEM aa process
CASE aa
MANAGER aa entity
PENDING aa
STATUS
Status aa to aa
customer aa about aa
the aa claim.
CLAIM aa
MANAGEMENT aa
SYSTEM aa process
CUSTOMER aa
entity
DECISION
Decision aa made aa
by aa case aa
manager aa about aa
the aa claim
CASE aa MANAGER aa
entity
CLAIM aa
MANAGEMENT aa
SYSTEM aa process
COMPLETED aa
STATUS
Completed aa
status aa of aa the aa
claim aa to aa the
customer
CLAIM aa
MANAGEMENT aa
SYSTEM aa process
CUSTOMER aa
entity
FEEDBACK
Feedback aa by aa
the aa customer aa
about aa overall aa
system
CUSTOMER aa entity
CLAIM aa
MANAGEMENT aa
SYSTEM aa process
BANK aa
PROCESSING
Bank aa processing
for aa payment aa
as aa the aa claim
BANK aa entity
CLAIM aa
MANAGEMENT aa
SYSTEM aa process
PAYMENT aa
AS aa THE aa
CLAIM
Payment aa to aa the
car aa repair aa
shop aa as aa the aa
claim
CLAIM aa
MANAGEMENT aa
SYSTEM aa process
CAR aa REPAIR aa
SHOP aa entity
Processes
Process aa Name
Description
Process aa
Number
Process aa Description
CLAIM aa
MANAGEMENT
SYSTEM
A aa process
to aa
manage aa
auto aa
insurance aa
claim
0
Input aa data aa flows: aa CLAIM, aa
DECISION, aa FEEDBACK, aa
BANK aa PROCESSING.
Output aa data aa flows: aa
PENDING aa STATUS, aa CLAIM
PROCESSING, aa
COMPLETED aa STATUS, aa
PAYMENT aa AS aa THE aa
CLAIM
Entities
Entity aa
Name
Description
Input aa Data aa Flows
Output aa Data aa
Flows
CUSTOMER
Auto aa insurance aa
customer
PENDING aa STATUS,
COMPLETED aa
STATUS
CLAIM, aa
FEEDBACK
CASE aa
MANAGER
Case aa manager aa of aa
the aa auto aa insurance aa
company
CLAIM aa
PROCESSING
DECISION
BANK
For aa banking aa
services aa of aa the aa
---
BANK aa
PROCESSING
auto aa insurance aa
company
CAR aa
REPAIR aa
SHOP
For aa maintenance aa of
the aa insured aa
vehicles
PAYMENT aa AS aa
THE aa CLAIM
---
Object aa Modelling
Figure aa 3: aa Diagrams a showing aa three aa objects, aa CUSTOMER, aa CASE aa
MANAGER, aa and aa VEHICLE aa with their aa attributes aa and aa methods aa for aa the
mobile aa application aa of aa the claim aa management aa system.
Use aa Case aa Diagram
Analyze
Information
Claims
insurance Investigates
information
Checks
Update Decision
Makes Payment
Update
Update
Notifies
Asks for
detail
Provides
expenses
Customer
Car Repair
Shop
Case Manager
Figure aa 4: aa Use a case aa diagram aa showing aa claim aa management aa system aa for aa the aa
mobile aa application.
System aa Design
Specifications
Case Manager
Information Systems
Customers
Error Reports
Case Inquiry Case Inquiry
Update In Case
Update in Case
RecordKeeping
Data aa Design
C M
C App
C
Work ID#
First Name
Last Name
Email
Phone#
Case Manager ID# CASE ID#
Date
Time
Shipping Date
Case Info
Request Rep
Customer Number
Case ID
Name
Address
Phone #
User aa Interface aa Design
Case Information
EXIT
FAQ
Help
URCASE Inc. Customer Case App(UI)
aa
System aa Architecture
Name
CEO
Name
Commercal
Name
Legal
Name
Accounting
Name
MIS/IT
Name
Human Resounce
The aa Chart aa above aa shows aa the aa corporate aa layout aa for URCovered aa Inc.,
Customer
Customer
Request Case
Info
Case Database
System Looks
for Answer
Case Manager
Database
Process
Request
Case Question
Database
Display Case
Information
Display Case Info on APP
The ER model for this case shows the process for the Case
Manager and how the customer looks up the aa order and the steps that
follow aa it. The total aa cost aa of aa ownership for URCovered INC, aa will aa include
training a staff on the new software, aa updates to current servers, software, and
hardware aa (if needed). aa If aa the app aa takes a off, we will have aa to aa invest more
money aa into the cloud aa servers to aa support aa the incoming traffic. Scalability aa
for aa URCovered aa Inc., aa is aa built aa to aa handle aa anywhere aa from aa 1-50,000 aa request aa at
any given moment. The network provides to flexibility to shut down
servers aa when aa traffic aa is aa low aa and aa go aa to a the aa backup aa servers aa the traffic is aa
at an high volume to provide a fast response to consumers when
inquiring on Case information. Integration and interface requirements for
URCase Inc., mobile application is maintained at HQ where the servers
will process aa the requests a from both a the web page aa and mobile aa app. We
will aa have backup aa servers aa located aa off aa campus aa in a the case aa the aa main aa servers
fail. aa Security aa will focus on aa preventing aa DOS attacks aa and aa user aa information aa
being aa taken. aa aa aa We aa will aa continue aa to aa focus aa on aa security aa while aa keeping aa cost aa
down. aa
Feasibility aa Analysis
Operational aa Feasibility
• Switching aa to aa a aa mobile aa application aa will aa give aa our aa users aa the aa
information aa the aa request aa on the aa go. aa No aa longer aa having aa to use aa the a
web aa page.
• Users aa can aa see aa the aa app aa status right aa on a their aa phone aa screen aa as aa a aa
replacement aa for aa the aa web aa page. aa aa aa
• There aa will aa be aa hiccups aa at aa the aa start aa of the aa process, aa but users aa won’t
notice aa much aa as aa the aa web aa page aa is aa still aa available.
• The aa mobile aa app aa will allow aa the aa company aa to aa reach aa a a wider aa base aa of
users aa then aa currently being aa reach aa by aa the aa web aa system.
Technical aa Feasibility
• URCovered aa Inc., aa will aa need aa to aa purchase a new aa software aa and aa some aa
hardware. aa Management aa requested aa the app aa resemble aa the aa web page. aa
With aa the aa in the aa mind aa the transition aa for aa users aa will aa be aa smooth. aa
• After aa training aa on aa the aa mobile aa application, a staff aa will aa be aa well aa of aa to
solve aa any aa issues aa that aa may aa arise.
Economic aa Feasibility
Total aa Cost aa of aa Ownership
• Training aa current aa staff aa on aa new aa mobile aa app
• Update aa to aa the aa Main aa Servers, aa Cloud,Software, aa and aa hardware
• Repairs aa to aa the system
Tangible aa Benefits
• New aa mobile aa app aa allows aa user aa push aa notification aa on aa updates aa in aa
the aa case aa process.
• Users aa are aa now aa able to aa submit claims aa via aa the aa app
• Users aa can aa call aa case aa manager aa directly aa from aa the aa app aa when aa
they aa want.
Intangible aa Benefits
• The aa app aa allows aa Case aa Managers aa more aa time aa to aa focus on aa other
task aa around aa the a office aa instead aa of aa constant aa phone aa calls. aa aa
• With aa a aa mobile aa application aa and aa push aa notifications, aa the aa user aa is
able aa to aa closely aa follow aa their aa case aa progress.
Schedule aa Feasibility
• Proper aa staffing aa to train aa case a managers aa on aa the aa new aa mobile aa
application. aa
Project aa Plan
Work aa Breakdown aa Structure aa (WBS)
aa The aa first aa step aa for aa the project plan to aa be initiated aa would a be done
by the project manager and review the project notes, then the project
manager will create the business case document. In the next aa step, with
the help of system analyst, the project manager aa will work together aa to aa find
the system requirements. To do that they will have to do some fact
finding aa and aa reviewing aa existing aa system. aa The aa system aa analyst aa will aa be aa working
on designing a the system, aa in which he a will aa first design the user interface,
then the data flow diagrams, and last but not the least the user
processes. After designing phase, a the web developer will be attending to
create aa a web aa page aa prototype aa and mobile aa developer aa will aa be aa responsible aa for
creating aa iOS a prototype. aa The aa system aa analyst aa will aa be aa doing aa the aa verification aa
where aa the aa solution aa architecture aa will be reviewed, aa and aa the aa prototype a will be
validated. Project manager will finalize the project by determining
recommendation aa and aa creating aa executive aa presentation. aa
Figure aa 1: aa Gantt aa Chart showing aa the aa project aa plan aa of aa the aa URCovered aa Mobile
Application. aa
Project aa Monitoring aa and aa Control aa Plan aa
The project manager will oversee and track the progress of the
project. aa By aa outlining aa the aa strategy, aa this aa will aa provide aa the aa rise aa of elimination.
Project aa manager will aa verify aa the aa completion aa of aa the aa project aa milestones. The aa
project plan must be ensured that it is under schedule control. By
conducting aa group aa meetings aa once aa every aa day aa to aa get aa the aa estimated aa completion
of the project. The project manager must set standards that will be
followed aa by a the aa systems a analysts. aa Project aa manager will ensure the tasks aa on
the aa critical aa path aa will aa be aa completed aa on aa time aa too. aa aa aa And, aa the aa cost aa control
plan will ensure that the a project a remains within the allotted budged a given.
Timeline aa
The aa estimated aa amount a of time for a implementation of the aa project aa is
768 aa hours and aa the aa total duration aa will be aa 69 aa days. aa The start aa date aa of aa the
project aa is aa August aa 8, aa 2014 a and aa it aa is aa expected aa to aa finish aa on aa December aa 2,
2014. aa The aa work breakdown aa structure aa with the aa amount of aa time for aa each
task is shown in the above Gantt Chart. The Gantt Chart showing
timeline aa for aa the aa overall aa project aa is aa shown aa in a the aa screenshot aa below.
Figure aa 2: aa Timeline aa in aa the aa Gantt aa Chart aa shows aa the progress aa for aa the aa overall
mobile aa application aa project. aa
Conclusion
A aa framework aa for aa mobile aa application a development aa was aa proposed aa in aa order aa to
make aa the aa customer aa support aa easier. aa This aa framework aa solves aa the aa problem aa of aa
delayed response which existed through the web-based application. The
iPhone a app developed has a calling feature aa to aa support 24/7 support aa service.
The aa framework aa addresses aa a aa set aa of aa issues aa in aa the aa product aa development aa by aa
allocating aa certain aa tasks aa to aa certain aa departments aa towards aa achieving aa the aa efficient
mobile aa app. a Also, aa it aa suggests aa a aa set aa of aa test a scenarios aa to aa be aa attended aa to aa
particularly a and aa highlights a mechanism a for usability aa test. The benefit aa for
product aa quality from them aa can aa be easily aa understood. It provides aa a a quick aa
way to estimate the cost of app aa development projects. aa This prototype aa could
also serve as an experience database and thus allow for more precise
estimates aa and aa benchmarking aa of aa the aa project.
References
Beatty, C. A. (2015). Communicating During an Organizational Change.
Organization aa Studies, aa 15(3), aa 337-352.
IT 510 aa Module aa two aa case aa study. aa (n.d.). aa Southern aa New aa Hampshire aa
University, aa Manchester aa NH
Mobile and mobility. (2019). New opportunities to improve customer
engagement Retrieved fromhttps://ec.europa.eu/growth/tools-
databases/dem/monitor/sites/default/files/DTM_Mobile%20and%20mobility%20v1.pdf
PAREEK, aa M. aa (2017). aa Creation of aa new aa Insurance aa Distribution aa Channel-Motor aa
Insurance Service Provider (MISP)-Impact on stakeholders in General
Insurance aa Sector aa in aa India. aa IIB, aa 1.
Rosenblatt, aa Harry aa J. a (2014). aa Systems aa Analysis and aa Design, aa 10th aa Edition.
[VitalSource aa Bookshelf aa Online]. aa Retrieved from aa
https://mbsdirect.vitalsource.com/#/books/9781285633190/
https://pattersonsupport.custhelp.com/app/answers/detail/a_id/3319/~/definition-of-an-
interface-vs-integration
Sevilla, aa V. aa (2019). aa The Pros aa And aa Cons aa Of aa Building aa A aa Mobile aa App for aa
your Business. Retrieved from https://webdesignledger.com/mobile-apps-pros-
cons/
Tilley, aa S., aa & aa Rosenblatt, aa H. aa (2016). aa Systems aa analysis a and aa design aa (11th aa
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