Acme

Acme eSERV Requirements

CALIDUS ePOD

15th January 2013 - 0.4
Reference: REQ 304784

Introduction

This document is the Acme eSERV Requirements.

Objective

The primary purpose of this document is to document the requirements gathered from Acme, on 20/11/2012, at the ACME site.

This document has been written in a manner such that it can be approved by non-technical representatives of Acme whilst also being of sufficient detail to allow the Functional or Technical Specification phase for this area to begin.

Scope and Limitations

This document is based on the documentation provided by Acme, as referred to in the appendices, as well as information gleaned from site visits and workshops with Acme.

The changes will be made in the latest version CALIDUS ePOD/eSERV system.
No NAV functionality is specified in this document, although it is referenced. This will all be specified elsewehere.
It is assumed that the standard NAV-ePOD interface is in place, with the following eSERV-specific additions:
- Service Jobs interface
- Service Product Master
- Vehicle Product
- Activities Master
Although the document describes all changes discussed with the client, subsequent meetings have marked several changes as out of scope. Although these are referred to in several places throughout the document to identify the ideal process, if the initial change is marked out of scope, all references to it are also out of scope.
- Engineer to generate calls out of hours through PDA.
- New Job List Remaining Time column, plus configuration.
- Add Mileage Entry to each job at Started and Arrived.
- Share Job functionality.
- Installation Job Functionality.
- Micellaneous Image Messaging

Client Requirements

Listed below are the proposed processes that will be followed by the operatives using CALIDUS eSERV. Also shown are the SCRs required for this to be achieved.

Outstanding Questions on Process

Warning: It was noted that Jobs may be cancelled by the engineer on the PDA. It was also noted that this job could then be allocated back to the user. If this is under the same reference, the CALIDUS eSERV system will lose all traceability of the service, as it will be overwritten with the new information. This must be considered.
Warning: Job Summary screen is noted as requiring additional fields to be added, but there are limited notes as to what is required - to be confirmed.
Warning: Site Survey functionality requires a full specification from the Acme team.

Operational Information

The operation is moving to a 24/7 footing.

Generation of Service Jobs

The current system logs a call, then allocates it to a user and makes it available for the device to pick up.

All Service jobs of all types will be generated from the NAV system. The exact functionality for this is specified elsewhere, but is mentioned throughout this document to show when CALIDUS eSERV will be updated with jobs to be completed and will update NAV with jobs completed, audit histoiry, etc.

Service jobs are allocated to a user, not a load or vehicle. Therefore the standard ePOD functionality of Load is irrelevant.

To achieve this:

NAV will send in the job stand-alone (i.e. without a collective Load). It will be stamped with a Load Reference equal to the PDA user (the engineer)
CALIDUS eSERV will be modified to create Service Loads automatically for the user and allocate services to this, if one does not already exist. If one already exists, the new job will be added to it. This will be through configuration and only if the Load and User are the same.

SCR-304784-1:

Create Service Loads automatically.

Note: It is possible for parts to be picked specifically for the fulfillment of a Service job. In this instance, it is required that these be passed through to the CALIDUS eSERV application when the Service is sent to the device.

SCR-304784-2:

Send Picked Service Products to the PDA.

Note: This requires NAV to interface this information to CALIDUS eSERV. This is specified elsewhere.

Logging On

The user will be prompted to enter the User ID, Vehicle and Password provided to them. If there is any error regarding the values entered, the application will inform them of the error.

The PDA will download all of the latest configuration data from the server, and a load to be completed.

If the vehicle being used has not been checked recently, the unit will direct the user to complete the Vehicle Checks. Note: It is expected that Vehicle Checks will be in use and configured as always being required, at every logon. However, the configuration of the Vehicle Checks are part of the standard system, and can removed or modified as required. Please see the Admin and PDA user guides for details of what may be configured.

If no load has been assigned to your user, the unit will display a message and ask if you want to recheck.

As it is possible for the application to allow users to complete actions that are not specifically part of allocated jobs (i.e. Join Job, Enter Timesheets, etc), the application will be modified to allow the user to display the empty job list, allowing selection of tasks from a main menu.

SCR-304784-3:

Require a main menu, accessible even if the user has no jobs/load assigned.

Call Logging

The operation requires the ability for the engineers to raise calls through the PDA device during out of hours.

SCR-304784-4:

Engineer to generate calls out of hours through PDA.

Note: This has been marked as out of scope of this project.

A call is raised against specific equipment, not just a customer.

Helpdesk raising the call can process payments over the phone from March/April onwards. A text message will be sent to the engineer with the details of the customer and the contact details. The engineer will contact the customer.

The engineer chooses an option to create a new job.

The engineer searches for and selects the customer and site through the Name and Postcode provided. The PDA will list all matching customers from the search parameters provided by the driver. Note: This screen will be limited to 10 customers returned per page, to reduce traffic and processing time on the NAV and CALIDUS eSERV servers.

Once a site is selected, the PDA will retrieve a list of all equipment under maintenance, showing:

Contract
Product Description
Make
Model
Serial #
Asset #

The user will select one of these, confirmed by the customer.

The device will then display any alerts against this equipment and site, informing the driver whether the customer is in maintenance, on stop, not under contract, etc. The engineer has the option of cancelling the job, or continuing.

If cancelled, the job will be discarded and the PDA user returned to the main menu.

If the user chooses to continue, they will be prompted for the problem details, as follows:

Problem Details - free text
Received Date/Time - default to the current date and time, not entered by the user.
Contact/Tel - defaulted from the customer details, changeable by the user.

Once entered and saved, PDA will send this information to the NAV system, which will generate:

Call Reference
Start Planned Date/Time - defaulted from the call creation time plus the SLA timescale.
Engineer - marked as the engineer who created the call.

The PDA will then display the job list, which will include the new job just created.

Job List

Upon logging onto a device, the user will be presented with a list of jobs to complete.

When a list of jobs is available and has been downloaded onto the device, the user will be prompted to enter the Mileage (Odometer Reading) of the vehicle.

Note: This will also be prompted when all jobs on the list are completed or cancelled, requesting the user to return to base, then enter the final Mileage reading on the vehicle.

Note: These Job List Start and End messages will capture times for the user, and will be entered onto the users' timesheets - the detail of Timesheet functionality will be dealt with in a later section.

The jobs on the job list will be sorted in Start Planned Date and Time sequence.

A new column will be added to the Job List - Remaining. This will show the remaining time until the start planned time, from the current time. Note: Due to the limitations of the Windows Mobile operating system, this column will not be coloured, but the column will display the time as negative, if the planned time has been passed. This column, along with others, can be chosen to be displayed as part of the configuration of the system.

SCR-304784-5:

New Job List Remaining Time column, plus configuration.

Note: This has been marked as out of scope of this project.

Assigning Jobs

The engineer selects the job to be completed from the job list.

When selected, the system will display the job summary screen.

SCR-304784-6:

Job Summary to display Problem Type field.

Warning: Job Summary screen is noted as requiring additional fields to be added, but there are limited notes as to what is required - to be confirmed.

The user can then start the job, by clicking on the Start button - this marks the job as in progress, and captured the Actual Job Start time.

Note: These Job Start messages will capture times for the user, and will be entered onto the users' timesheets - the detail of Timesheet functionality will be dealt with in a later section.

At this time (or when a job is started at status "I" and the Arrival Time is not yet set), the button will have its text modified to "Arrived".

SCR-304784-7:

Capture Arrival Date/Time.

The user will, when pressing the button to Start and Arrive at a job, be prompted to enter the Mileage (Odometer Reading) of the vehicle.

SCR-304784-8:

Add Mileage Entry to each job at Started and Arrived.

Note: This has been marked as out of scope of this project.

This information will be sent back to the Server and NAV on the Job Start and Arrived messages, as well as being stored against the Job itself. NAV may then use this information for Invoicing purposes - this is covered elsewhere.

The user will at this time drive to the site, and can use the contact or navigation options provided within the application. Note: Copilot navigation will only function if the Copilot application has been installed and licensed on the device. Note: Telephoning the customer will only be allowed if the device's SIM has a Voice plan.

The user will be allowed to go on a break, accessible from this job details screen. This will be through the Timesheet functionality, specified in a later section.

When the engineer arrives at the site, the Arrive button is clicked, which does the following:

the PDA Job Arrival Date and Time will be updated
the screens required to process the Service job will be shown.

If the user exits the job or application after this time, the user will not be allowed to start another job until this job (with a status of In Progress and an Arrival Time) is cancelled or completed. If the job details screen is displayed again, they will only have the option to 'Continue Job', which will not change the Start or Arrived dates/times stored on the system.

Service Job Type Process

Service jobs will be configured to display the following tabs:

Overview
Activities
Products Used/Returned
Diagnosis

Note: There is a requirement to capture Site Survey information as part of a Service and Maintenance jobs. This is described later.

Overview Tab

This tab will display the Fault Reported.

It is not expected that any information needs to be added to this screen at this time.

Activities Tab

It was noted that the Activities allowed within the current system are perhaps overly complex, whereas the single entry of Activity code in CALIDUS eSERV was perhaps too simplistic. In this case, it may be a requirement for the Activities Entry screen to request multiple levels of Activity Code. This is to be defined by the operation.

SCR-304784-9:

Dual-level activity code entry.

If a chosen activity code has sub-codes, the user will be prompted to enter those codes.

Note: These Activity codes are maintained within NAV and, as such, the standard interface between NAV and CALIDUS ePOD/eSERV will need to be modified to allow for multiple-level codes to be used between the systems.

Note: The maintenance of these codes within NAV is documented elsewhere.

Products Used/Returned

The current application allows you to specify products used and returned on two separate tabs.

Many changes are required to this functionality.

SCR-304784-10:

Parts Used/Returned Changes.

The Products Used tab will change as follows:

Picked service products will be shown on the list. They will be indicated as being picked items rather than van stock. These items are assumed as being used by the engineer.
Scanning an item will select it from the Used Products list and add it to the grid below, or increase the quantity if the item has already been added. These will be marked as Van items used.
Van items used can have their quantity increased or decreased from this screen.
Pre-picked items cannot have their quantity decreased on this screen - as they are automatically assumed to have been used, they must be returned as part of the products returned screen.
A Search button will be added to allow the users to search for Van items by description as well as ID.
An Add button will be provided to allow the users to add a non-stock item (marked as such against the product within NAV). This is a product that will be preconfigured to allow a new description to be added to it. When pressing the Add button, the user will be allowed to select one of these non-stock items, the amend the description. It is expected that this is used to enter Installation packs (tape/cable used) is small/medium/large invoicable items.

The Products Returned tab will work as now, which will allow the user to scan the ID of items returned. These will be added to the list below. Note: The user may scan a pre-picked item here. If so, NAV will note that this is a returned product, but the user will not be notified that this is the case.

Diagnosis Tab

This tab allows the engineer to enter any diagnostic information.

This tab will be modified to allow identification of a two-person job

SCR-304784-11:

Two-Person Service Job.

The engineer will be allowed to identify that the Service was a two-person job through a check box entry.

If checked, the user will be able to select an Engineer from a drop-down list. This will show all engineers in the CALIDUS eSERV system.

Once selected, the user will be able to check a box as to whether this additional engineer should be charged for.

This information will be sent back as additional information on the service and sent through to NAV. NAV will use this information to generate timesheet information for this user. This is specified elsewhere.

Maintenance Jobs Types Process

Specific functionality is required for Maintenance Job completion.

SCR-304784-12:

Maintenance Job Functionality.

The general details of a maintenance service will be similar to any other job (for example, the call reference, address, customer information, etc). Where a Maintenance call differs is that the service will contain several items to be checked.

Therefore, one call is raised, with many pieces to be checked and maintained.

The PDA process will work the same up until the point where the job is started.

The screen will display the following tabs:

Overview
Maint

Note: It is possible througfh configuration that there may be a Site Survey tab added here, if enabled.

The Maint tab will display a list of products to be checked, showing:

Checked (whether the product has been checked yet)
Product + Description
Condition
Notes

Initially, all items will show as unchecked, with condition and notes unset.

Clicking on one of the products in the grid will show the details in a popup screen:

Product + description - Display fields only.
Condition - A drop-down List of Conditions Code. Required entry.
Comment - A free-text entry field. Optional entry.

Note: Condition code will be user-maintainable in NAV as a new type of reason code. The drop-down list will be populated with the values. It will be validated that a reason code has been selected.

The screen will provide Cancel and Save buttons.

Clicking Cancel will return to the Maint tab - no changes will be made.

Clicking Save will save the details, return to the Maint tab and refresh the grid. The grid will now display this item as checked and the Condition and Notes fields will be shown in the grid.

The user will not be able to finish the job unless all products have been marked as checked.

All other functionality regarding completion of the job (including Signatures) remain unchanged.

Share Job Functionality

New functionality is required to allow Engineers to log time against a job that is allocated to another engineer.

SCR-304784-13:

Share Job functionality.

Note: This has been marked as out of scope of this project.

This will be completed by adding an option to the Action menu - Join Job.

Note: This option can only be used if the user has an active data connection, as it will be downloading the job on demand.

The screen will initially display "This option allows you to join a job in progress from another engineer".

The PDA will allow the user to enter a Job ID or Job Code. They will be able to select from a drop-down list. When selected, the PDA will download the details of the job.

The PDA will display the details of the job (it will not appear on the job list).

Note: If for some reason the user manages to exit the application abnormally, when the application re-starts, it will recognise a shared job is on the device and immediately after log on will show the job details. This will allow the user to continue on the shared job, or exit as desired. The user will not be able to start another job without confirming that sharing this job is complete.

The user will be allowed to click the Start button as on a normal job. The PDA will informs the server and NAV that the user has started on the job, noting that this is Sharing the job.

The user will be able indicate that they have arrived, as normal.

Note: The driver will be forced to capture Odometer readings as required against the job.

At this stage:

For Service and Maintenance job types, the user will only be allowed to log time against the job. They will not be able to add or remove products - that will be achieved through the original engineer's PDA. The only option they will have is to click a Leave Job button to leave the job.

Clicking Leave Job on a shared job will ask the user to confirm. If so:

the user will be returned to the Job List screen
the job update will be sent to the CALIDUS eSERV system, with details of the time spent on the job.
the user will be prompted to return to base and enter the Odometer reading, if required.
the PDA will request to see if there are any jobs assigned to the user

Installation Job Types Process

Installation Jobs will not be assigned directly to any particular Engineer, as the jobs could be for several Engineers over several weeks. Instead, the Share Job functionality will be used, with the following changes.

SCR-304784-14:

Installation Job Functionality.

Note: This has been marked as out of scope of this project.

Note: Should an installation job be allocated directly to an Engineer, rather than being completed through Job Sharing, the job conpletion process will function identically to the Service type jobs.

In normal operation:

The user will join the job, Start and arrive as a normal shared job.

For Installation job types, the user will only be allowed to log time and add/remove products against the job. They will not be able to close the job - that will be achieved through the original engineer's PDA. After they click the Arrive button, the job will start as normal, but the user will only be able to see the Overview and Add/Remove Products tabs.

The user will be able to add products to and remove products from the job as normal. The CALIDUS eSERV system will ensure that each Job is tagged with the user that added or removed it. All of this information will be held in NAV.

If the user clicks the OK button, they will simply be returned to the Job Details screen.

Clicking Exit out of the Shared job will ask the user if they have completed the job. If so:

the user will be prompted to confirm the service job (see next section)
On completion, the user will be returned to the Job List screen
the job update will be sent to the CALIDUS eSERV system, with details of the time spent on the job, completing the job.
the user will be prompted to return to base and enter the Odometer reading, if required.
the PDA will request to see if there are any jobs assigned to the user.

Service Job Confirmation

Once all the information has been entered and the engineer clicks the OK button, the PDA will prompt for the engineer's signature.

Once entered, the PDA will require the entry of customer signatures.

Currently CALIDUS eSERV requires the user to enter the Signatory, and request the signature.

This will be modified to require the entry of Signatory Position.

SCR-304784-15:

Position and Additional Information at Signature.

In addition, the system will be modified to allow the user to see

Two-man Job
Start, Arrival and End Time.

if entered.

The screen currently has a check-box to allow the user to identify whether the job has been checked. The label of this field may be modified to "On Site Complete" through configuration. This will allow the user to identify the Job Completed Status. This information will be sent back to the NAV system, which can then be reported on. This is specified elsewhere.

The screen will be changed to allow the user to go back to the Services screens, in case anything requires further modification.

Site Survey Information

There is a requirement to capture Site Survey information as part of a Service and Maintenance jobs.

SCR-304784-16:

Service and Maintenance jobs to capture Site Survey information.

Warning: This functionality is subject to full specification by the Acme team.

The information will be captured on an additional Survey tab on Services, enabled by configuration.

The fields prompted for will be taken from amongst but not limited to the following:

Asbestos Reg In Site
Room Height
Room Width
Room Length
Cellar Details
Electrical Supply OK
Phase
Supply Rating
Isolator Required
Unit Height
Lifting Gear Required
Circuit Breaker Make
Noise Considerations
Total Pipe Run
Heat Gains (List)
Drain Requirements
WEEE
Replace Sell Price
Distance to Tee

Note: Certain of the fields may require drop-down list entry. These may be either hard-coded into the system, maintained as reason codes within NAV and passed to CALIDUS eSERV, or new descriptive lookups maintained by the user.

Note: It is possible that these survey fields could be maintained and stored as XML data within the database (i.e. CALIDUS eSERV can pass the data on, but not access the data directly). Although this would take longer to develop, it would lead to a system that allowed for fully-configurable fields to be entered by the users, different for each Site or Job Group.

Timesheet Functionality

The CALIDUS eSERV system will be modified to add Timesheet functionality

SCR-304784-17:

Add Timesheet functionality.

At the time specified in the sections above, the user can choose to add a timesheet entry through a button provided at that point. Currently, that is:

Job List screen (via an Action menu at the top of the screen)
Job Details screen (via a Break button on the screen, above the Keyboard button)
Job Execution i.e. Collection, Delivery and Services screens (via a Break button on the screen, above the Keyboard button)

When this option is selected, the PDA will display a screen requesting:

The type of timesheet entry (from a drop-down list). This will be configurable within CALIDUS eSERV as Reason Codes of type "TS", and are expected to be set as:
- Break
- Lunch
- Other (this option will always be available, regardless of whether any Timesheet Reason Codes have been configured)
Description of the timesheet entry (required if Other selected from Type)
A Start button is available, as well as a Cancel button, to cancel the break.

Note: It is expected that these new Reason Codes will be maintained in NAV and sent through as part of the standard interface of standing data.

When Start is clicked, the button will change to End. The Start Time will be shown on the form. The screen will not be allowed to be exited until the End button has been clicked.

When clicked, a timesheet entry will be sent back to the Server, specifying the user, start and end dates and times, plus the type and description. This will be stored as an action against the user.

The CALIDUS eSERV Admin system has the capability to track all messages with provided information. This will form the basis of the timesheets information.

This information will be interfaced to NAV at the end of every list of jobs completed (The Service Load).

The NAV system will be modified to provide functionality based on this information. This is specified elsewhere.

Logoff System

A user can choose to exit the system at any time, by clicking Exit from the Job List screen. If they do, they will be prompted to confirm.

If there is any unsent information at this time, the unit will keep attempting to send the information before it exits. It will also add a Logoff message to the server.

SCR-304784-18:

Logoff Audit Message.

This message will be used to audit the date and time the user logged off the syste, will be sent to NAV and will be used as part of the Timesheet system. This is specified elsewhere.

Service Report

The service report will be written in NAV and will require invoicing information. This is specified elsewhere.

However, a simple generic Service Report format will be available within EPOD to show:

Engineer information
Customer information
Activities undertaken
Products Used
Products Returned
Engineer and Customer signature

SCR-304784-19:

Generic Service Report format.

All configuration within CALIDUS eSERV regarding automatic production and emailing of these reports will be disabled, as they are being produced through NAV.

Micellaneous Image Messaging

Add miscellaneous imaging to any job.

SCR-304784-20:

Micellaneous Image Messaging.

Note: This has been marked as out of scope of this project. There are several ex-app solutions that already have this functionality (e.g. MSN Messenger, MMS messaging, etc).

Appendix A: Table of SCRs

SCR#	System	Area	Description	Estimate (Days)	Notes
1	eSERV	Services	Create Service Loads automatically.	N/A	²
2	eSERV	Services	Send Picked Service Products to the PDA.	N/A	²
3	eSERV	Services	Require a main menu, accessible even if the user has no jobs/load assigned.	N/A	²
4	eSERV	Services	Engineer to generate calls out of hours through PDA.	N/A	¹
5	eSERV	Services	New Job List Remaining Time column, plus configuration.	N/A	¹
6	eSERV	Services	Job Summary to display Problem Type field.	N/A
7	eSERV	Services	Capture Arrival Date/Time.	N/A
8	eSERV	Services	Add Mileage Entry to each job at Started and Arrived.	N/A	¹
9	eSERV	Services	Dual-level activity code entry.	N/A
10	eSERV	Services	Parts Used/Returned Changes.	N/A
11	eSERV	Services	Two-Person Service Job.	N/A
12	eSERV	Services	Maintenance Job Functionality.	N/A
13	eSERV	Services	Share Job functionality.	N/A	¹
14	eSERV	Services	Installation Job Functionality.	N/A	¹
15	eSERV	Services	Position and Additional Information at Signature.	N/A
16	eSERV	Services	Service and Maintenance jobs to capture Site Survey information.	N/A
17	eSERV	Services	Add Timesheet functionality.	N/A
18	eSERV	Services	Logoff Audit Message.	N/A
19	eSERV	Services	Generic Service Report format.	N/A	²
20	eSERV	Services	Micellaneous Image Messaging	N/A	¹

Notes:

These changes have been marked as Out of Scope of the project.
These changes have been added during the production of this document and, as such, are new to the client.

Appendix B: Document References

B.1 References

Ref No	Document Title & ID	Version	Date
1	UG 291094 EPOD Admin User Guide	2.0	4/4/2012
2	UG 291097 EPOD Client User Guide	2.0	4/4/2012

B.2 Glossary

Term	Definition
EPOD	Electronic Proof of Delivery. The OBS EPOD system is CALIDUS ePOD.
CALIDUS eSERV	The OBS mobile system to complete Service functionality in the field. This is part of the CALIDUS ePOD system.
PDA	The mobile device on which the C-ePOD system will run in the field. This can be a Phone, EDA or industrial PDA, running Android.
DAL	Data Access Layer. A mechanism for accessing data by the system that is removed from the application, allowing for simplified access and providing protection to the data, as only approved DAL methods can be used to modify it.
GPS	Global Positioning System. A mechanism of retrieving accurate positioning information in the form of Latitude and Longitude (Lat-Long) co-ordinates from a device.
GPRS, 3G, HSDPA, Data Service	All terms referring to mobile device network connectivity, and the speed at which the device connects to the internet.

B.3 Authorised By

Julie Taylor

OBS Project Manager

_____________________________

Anonymous

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REQ 304784 ACME eServ Requirements

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Contents

Introduction

Objective

Scope and Limitations

Client Requirements

Outstanding Questions on Process

Operational Information

Generation of Service Jobs

Logging On

Call Logging

Job List

Assigning Jobs