Report of Government Online Service Quality and Customer Satisfaction Portal

Project Design of Government Online Service Quality and Customer Satisfaction Portal

Project design is basically an initial phase of the project. At this stage the decision making is done related to the key features of the project. Also, the planning is carried out regarding the project’s major deliverables along with the success criteria of the project. The main motive the project design phase is to provide the project with the specified designs.

The project designs are in accordance with the project’s goals and the objectives. These designed can be one or more than one. They better define about the architecture of the system & the project timelines regarding the particular milestones. Also, the process model as well as the data model are a part of the project design. This design can better be used by the project stakeholders in order to overview the actual execution of the software. There is a possibility that the project design may generate varying results. This phase can include HTML, prototypes, sketches & the flowcharts etc.

Software Design Description of Government Online Service Quality and Customer Satisfaction Portal

In order to provide the stakeholders with the agreed design goals, the software design documentation is desirable. It helps to get an insight about how the system will behave and the flow of the data will take place. The current project is based on a portal for the Government’s service quality along with the customer’s satisfaction.

3.1 System Overview and Design Constraints of Government Online Service Quality and Customer Satisfaction Portal

In this section of project design, both the system overview and the design constraints are given:

3.1.1 System Overview of Government Online Service Quality and Customer Satisfaction Portal

As far as the system overview is concerned, it will provide the users of the said application with the windows for login, sign up and forgot passwords. Also, the user authentication will be performed based on the data already existing in the database. In case, the user who is trying to login is already existing in the database only then he will be allowed to login and make further use of the application. In the opposite case he will be redirected to the sign up page which is the only way to get access to the other functionalities of the portal. This portal is related to making evaluation of the Government’s services in Oman. The main motive behind is to provide the users or the customers with the quality services.

The services of the Government that can be taken into consideration include the sectors as given:

·         Education sector

·         Infrastructure

·         Health

·         Roads and Railways

·         Maintenance

·         Water and Sanitation

·         Excise and taxation

·         E-Learning

·         E-Government

·         Complaints and the suggestion services

·         Others.

The customers either the civil or the government officials and the people of the state who are selected for gathering their feedback will be provided with the access to the portal. It will be done after desired authentication and authorization. Once authenticated, the access to the portal will provide the customers with the access to all the windows of the portal. These windows will be designed as per the sectors above specified. The customers can perform to get access to these services of the Government. Also, they can better provide their feedback. This feedback is of immense importance it is basically the determinant of the quality of the services provided to the customers. The suggestions are also welcomed. The logout functionality is also embedded into the portal. A user who forgets the password can reset his password as and when desired. 

3.1.2 Design Constraints of Government Online Service Quality and Customer Satisfaction Portal

For a software there exists varying constraints. For the system under consideration, the important constraints may include both the technical as well as the business constraints. These include as given:

Technical constraints of Government Online Service Quality and Customer Satisfaction Portal

The nature of the technical; constraints is so that they cannot be changed rather they can be evaluated in time and can be minimized if possible. Mostly, the technical constraints are provided by the stakeholders. Sometimes, these technical constraints may be generated by the project development team. It can have the possibility for simplifying the working domain and the language which is used for the software development. For the current porta, the technical constraints are about the areas as given:

·         Programming language: the project team may comprise of the team members who are not acquaint with the programming language being used for the development of the project.

·         Operating system or platform support: The portal being developed might not be supportive by the Operating system or the platform for which it is being designed. In this way the current portal might not be able to work properly and provide the users with the desired functionality.

·         Making use of the specified framework or the library: There may be a need to make use of the open source libraries. It might not be possible to provide the support for these open source libraries.

Business constraints of Government Online Service Quality and Customer Satisfaction Portal

Business constraints are unchangeable business choices that here and there limits the product engineering structure. Business limitations are like specialized requirements in that they are choices that can't be changed, but instead than affecting structures straightforwardly through innovation, the impact happens by implication through business choices.

• Schedule - "We must be prepared to demo at the expo in January." The last conveyance date is fixed dependent on contribution from the business and can't be changed. It is currently dependent upon you to plan a framework that can be worked inside the necessary timetable.

• Budget - I've discovered this is less valid for item advancement, however almost every improvement contractual worker must figure out how to manage spending limitations. Now and again you may have the option to expand the spending limit, however regularly spending plans, regardless of whether fixed through agreement or desires, become requirements on the extend and group fabricating the product.

• Team organization and make-up - sometimes there might be necessities that particular work force be utilized or not utilized during venture. For instance, somebody might be inaccessible, effectively dedicated to another task or you might be required to incorporate explicit people, maybe for preparing purposes.

• Software permitting limitations or prerequisites - Often times you will be required to utilize explicit programming parts since they are as of now claimed. I've additionally observed circumstances where segments have been utilized in very... fascinating... approaches to fulfill explicit authorizing confinements. Lawful contemplations are very compelling.

3.2 System architecture of Government Online Service Quality and Customer Satisfaction Portal

It is a theoretical model which better helps to define the system’s structure along with its behavior. The description of an architecture is more formal as it helps to depict about the structure of the system. It can be said that both the behavior and the structure of the system are narrated through the system architecture.

The key choices that should be made during the frameworks engineering process are:

·         The traits of the new framework

·         The style of design

·         Type of programming utilized (custom or off-the-rack)

·         Types of advances utilized

·         How the framework will be used?

Procedure Steps of Government Online Service Quality and Customer Satisfaction Portal

There is more than one potential way to deal with this procedure and you will see it depicted in various manners, however here is a summed up take a gander at how a frameworks engineering for another framework is created.

•           Identify engineering objectives - before all else, you have to characterize what you need to achieve with the new framework, who will utilize it, and any limitations you have in assembling it. This is likewise when you characterize the extent of the task and how a lot of time you will spend finishing each progression. It's an ideal opportunity to go to the whiteboard!

•           Key situations - This is the place you depict in detail how clients will communicate with the framework in achieving key goals. Qualities are talked about alongside their usefulness. You need to pick experiments that will assist you with settling on choices about the reasonability of the new framework.

•           Application diagram - Now you make sense of what your product will resemble. Will your staff compose it or will you purchase an off-the-rack bundle? Will it be a portable application, Internet application or a rich customer program? You need to consider organization IT arrangements and what equipment

Package Diagram of Government Online Service Quality and Customer Satisfaction Portal

Deployment diagram of Government Online Service Quality and Customer Satisfaction Portal

Network Diagram of Government Online Service Quality and Customer Satisfaction Portal

The network diagram is a representation of the current project by making use of the connected boxes along with the arrows. This is how the relationship of the activities, of the project, is determined. In this way, the critical path for the project can better be examined.

Below is given the architectural diagram for the current project.

You have to make a conditions outline also. Before making this system outline, you have to make a sensible connection between the exercises. There are commonly four kinds of consistent conditions:

Finish to Start: It is an unavoidable type of reliance among the exercises. It implies you have to hold up until the antecedent's action finish before beginning a successor's movement. You can't begin the successor's movement before completion of the forerunner's action except if some calendar pressure procedure applies to your venture. On the off chance that you are doing as such, the quality will descend. Furthermore, in most extreme cases, you can't start the following procedure in any of the above conditions.

Start to Start: Dependencies are likewise significant. An antecedent's action can begin, and after some time the successor's action could begin without sitting tight for the consummation of the forerunner's movement. You can say that there is a halfway reliance among the exercises.

Finish to Finish: The forerunner's action must completion before the successor's movement wraps up. It is currently infrequently utilized in venture the executives.

Start to Finish: Very once in a while utilized nowadays. The past movement will start when the successor's action wraps up.

The network diagram for the current project based on the activities is as given:

·         Research by using Big data

·         Collection of information from the experts

·         Resources Planning

·         Scheduling

·         Assign duties to the relevant person

·         Designing Infrastructure of new pages

·         Color Selection

·         Fonts

·         Images

·         Designing review

·         Selection of Resources

·         Coding and Programming

·         Review

·         Accuracy Testing

·         Functions

·         User Access Testing

·         Review and Feedback

·         Improvement and removal of errors

The critical path for the said project is evaluated by using the project activities by using various alphabets. The critical path is shown by providing each activity with respective duration (Investopedia, 2019).

The preceded & the succeeded node is given below along with the edges.

The network diagram for the project, along with activity time, is as given:

a)  Work package Planning

For the critical path analysis, below is given the forward pass method

For the critical path analysis, below is given the backward pass method

The below network diagram is providing with the critical path for the said project.
For the project, the critical path is: 1-2-3-4-5-6-7-8-9-10-11-12-13-14-15-16-17-18-19. The critical activities are as given: A, B, C, D, E, F, G, H, I, J, K, L, d, N, O, d, Q, R.
The total time for the project is 113 days.
The network diagram for the project, along with E-values and L-values, is as given:

In the table below, for each non-critical activity, the total float, free float as well as the independent float calculations are as given:

3.3 Process Model of Government Online Service Quality and Customer Satisfaction Portal

The iterative model is used to develop the web application portal “Government online service quality and customer satisfaction portal.” The iterative software development model is used to develop this application because it works in sequence as well as every step is interlinked with the next step. Basically, there are three iterations that exist in the iterative model. The iterations of this model avoid the wastage of the time from the data gathering to the implementation. Such a model also provides very enough time to geta better understanding of the software as well as the hardware. The very time-consuming step in the development of the software is the requirements step. It is a very critical step because the problem is unseen, and the website application of providing the online services to the customers is not yet implemented till now. As mentioned in the previous chapter that a lot of the information was gathered in the required step. In this step, the requirement such as who will be the user, who will be operating, what are the services as well as what environment it should require.

In the very first iteration, the requirements for the software are gathered, including the real problem which is facing by the government as well as the clients or the citizens. The government did take a very good initiative for providing the quality of services to citizens because many of the citizens were claiming or facing the difficulties because of the lack of governmental services, or many of them are facing the difficulties of having government services lately. In the requirements part, the brief requirements of the system are also gathered, including the hardware environment as well as the software requirements of the system. The programming language for the development of such software is also specified in this step because it is a very important thing to develop the software. The programming language is significantly discussed in this section because every programming language has its own functionalities as well as constraints or limitations. In the requirements of this application, the dot net (.Net) programming language for developing the website. The website and the mobile application will be built due. The mobile application is necessary for the users, clients, or the citizens because this is the era of smart devices, and every human on the roads or everywhere cannot take his or her computer. The mobile application will make the clients very efficient to request for service to the government or complaint about the service of the government. The android and IOS or swift programming languages are used in the development of the application because the users of mobile phone devices are two types, such as Android users as well as IPhone users. The hardware of the system is also specified and defined in the parts of the requirements because of the hardware is a very necessary part of the development and implement of the system. The hardware specifications are also defined in the software requirements phase.

After gathering the information about the requirements of the software, a brief analysis is conducted to check all the raw requirements of the software. The raw requirements are also polished by the teams, as well as the extra things that were excluded from the gathered requirements of the system. The analysis is basically a cross-check of the gathered requirements which attest to the main and major requirements. The analysis of the requirements of the software, as well as the hardware, provides the actual information that the development team, which is going to develop this system, is in the right direction.

After the approval of all of the requirements, the designing phase is started in which the raw materials or requirements are converted into graphical form. The graphical representation of the system is the very basic part of the development of the system. In the designing phase, the complete work will be done on the papers. The flow charts, sequence diagrams, architecture diagram, Gantt chart, as well as the database designing, are formed or drawn. The graphical design of the requirements of the system is proving the direction and the path for the implementation of the software as well as it is also told about the basic functionalities of the system which tells that if the system function is run then the control of the system will be shifted towards the other step. The data flow diagram is the very informational diagrams which tell that what activity will be performed on the next step as well as how many cycles will be required for this method or perform this operation.

After the designing phase, the testing on the design is performed as well as all functionality is also checked on the papers by performing the dry run. In the case of the difficulties or complexity of the path errors or choosing the longest path, the requirements are also discussed as well as checked. If the system will not doing work correctly which is shown in the diagrams by performing the dry run tests on the system, The requirement gathering will be analyzed again as well as after analysis; the requirements phase will also be gathered again to remove the ambiguities from the requirements of the system. After removing the ambiguities from the requirements, system designing is also be refined. When the design of the system is refined, all of the functions, as well as the operations, are running smoothly. Furthermore, the system is very light by removing all of the ambiguities. When no more errors, as well as ambiguities, are not identified, the testing phase will be completed.

After testing the designing phase of software as well as the testing of the requirements, the implementation phase is started in which the raw requirements of the system are converted into the computer instructions language. By the use of the programming language such as dot net (.Net) is used to convert the requirements into computer understanding language as well as the android and Swift are also used for the development of the software. After the development of the software, the implementation of this completed software is implemented. here the implementation is telling that the developed software is installed on the devices as well as the software will be deployed on the server, which was chosen by the government such as the windows, Unix server, or the Ubuntu server.

After deployment, the system will be reviewed again as well as some tests will be performed to test the functionalities of the software as well as the system. If any ambiguity is found in the system, it will be shifted on the second iteration; the designing phase is started in which the raw materials or requirements are converted into graphical form. The graphical representation of the system is the very basic part of the development of the system. In the designing phase, the complete work will be done on the papers. The flow charts, sequence diagrams, architecture diagram, Gantt chart, as well as the database designing, are formed or drawn. The graphical design of the requirements of the system is proving the direction and the path for the implementation of the software as well as it also tells about the basic functionalities of the system which tells that if the system function is run then the control of the system will be shifted towards the other step. The data flow diagram is the very informational diagrams which tell that what activity will be performed on the next step as well as how many cycles will be required for this method or perform this operation.

After performing the testing again, the system implementation will be performed and then reviewed it again. In the second iteration, the system design will be checked. If the design is passed, their testing and implementation will be performed. After development, the software will be deployed for the free use of the customers. After deployment, the system will be reviewed again. Some of the errors may occur due to the traffic, which will be checked by the maintenance team after some fixed time or occurrence of any kind of issue.

3.4 Data Model of Government Online Service Quality and Customer Satisfaction Portal

The choice of appropriate method of Government Online Service Quality and Customer Satisfaction Portal

For the current project, the waterfall model of SDLC was suggested initially. It is so because the waterfall model is easy and convenient. The varying phases along with the different functionality discarded the use of the waterfall model for the current project. For the current project, the iterative incremental model is a best fit. This model is better suggested as it helps to document the software requirements along with the modules and sub-modules more than the agile model. Based on this model, it was possible to produce the partially functioning software at the completion of each iteration.

The most significant reason for the selection of the current software development process is the use of the advanced & the latest technology. The other reasons are as given: the most important functionality is focused fi

rst, it is better suggested for the long-term projects, the productive use of the software is possible for every increment of the software, it is possible to make changes to the existing requirements and the faster delivery of the product is better supported.

Experience of the applications of Government Online Service Quality and Customer Satisfaction Portal

By making use of the current design for the project it will be easier to achieve the goals and the objectives of the project. The customers either the civil or the government officials and the people of the state who are selected for gathering their feedback will be provided with the access to the portal. It will be done after desired authentication and authorization. Once authenticated, the access to the portal will provide the customers with the access to all the windows of the portal.

 Summary of Government Online Service Quality and Customer Satisfaction Portal

The current chapter is based on the project design. The project designs are in accordance with the project’s goals and the objectives. These designed can be one or more than one. They better define about the architecture of the system & the project timelines regarding the particular milestones. In order to provide the stakeholders with the agreed design goals, the software design documentation is desirable.