CUSTOMER CARE - customs.gov.my Requirement... · iii. There are gaps identified between CCC SOP and...
Transcript of CUSTOMER CARE - customs.gov.my Requirement... · iii. There are gaps identified between CCC SOP and...
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RMCD - uCustoms Confidential System Requirement Study uCustoms.30.01.01
DOCUMENT CONTROL
Prepared by: Quality Assured by: Reviewed by: Verified by:
__________________
__________________
__________________
__________________
Huzaifah Dzulkifli
Nadirah Musa
Suhaibah Musa
Wan Zulhanif Wan
Ahmad Kamar
Taufik Hassan Razman Md Zaki
Software Engineer Quality Engineer Project Manager Project Director
Approved by:
__________________________________
Tuan Mohd Nor Hisyam Bin Mohd Arshad
Supporting Module Team Lead
Distribution List:
Company’s Name Recipient’s Name
Royal Malaysian Customs
Department (RMCD)
Project Management Office
Brilliance Information Sdn. Bhd.
(Brinfo)
Project Team
Project Library
Deliverable Item Yes
Configuration Item No
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Revision History
Date Issue
Number
Chapter/ Section/
Page Changed
Changes Description Created/ Changes
By
07.03.2014 1.0 First Issue Huzaifah Dzulkifli
Nadirah Musa
26.03.2014 2.0 Change document name
from Gap Analysis
Specification to System
Requirement Study
Edit document style and
formatting to comply
with latest Document
Guideline
Suhaibah Musa
References
None.
Abbreviations
AAAD Avaya Aura Agent Desktop
AACC Avaya Aura Contact Centre
CCC Customs Call Centre
CDN Control Directory Number
COTS Commercial Off-the-Shelf
CPA Cawangan Perhubungan Awam
CRM Customer Relationship Management
DNT DagangNet
DNIS Dialed Number Identification Service
FCR First-Call Resolution
GST Goods and Services Tax
HTTP Hypertext Transfer Protocol
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HTTPS Hypertext Transfer Protocol Secure
ICMS Internal Case Management System
IP Internet Telephony
IVR Interactive Voice Response
KLIA Kuala Lumpur International Airport
LMW Licensed Manufacturing Warehouse
MS Microsoft
PABX Private Automatic Branch Exchange
POP3 Post Office Protocol – Version 3
PRI Primary Rate Interface
PSTN Public Switched Telephone Network
PWC Project Working Committee
RMCD Royal Malaysian Customs Department
SLA Service Level Agreement
SME Subject Matter Expert
SMTP Simple Mail Transfer Protocol
SOA Service Oriented Architecture
SOP Standard Operating Procedure
TOT Transfer of Technology
TRS Tourist Refund Scheme
WPKL Wilayah Persekutuan Kuala Lumpur
Definitions
Brinfo Brilliance Information Sdn Bhd
HQ RMCD Headquarters in Putrajaya
ORLIG CRM application that is currently used by CCC
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TABLE OF CONTENTS
1. INTRODUCTION .................................................................................................................. 7
1.1 Objective ........................................................................................................................ 7
1.2 Intended Audience .......................................................................................................... 8
1.3 Pre-requisite ................................................................................................................... 8
1.4 Limitation ....................................................................................................................... 9
1.5 Open Issues .................................................................................................................. 10
1.5.1 Existing RightFax Server Maintenance ............................................................... 10
2. DEPENDENCIES, CONSTRAINTS AND ASSUMPTIONS .......................................................... 11
2.1 Dependencies ............................................................................................................... 11
2.1.1 Existing Communication Channels..................................................................... 11
2.1.2 Existing Standard of Procedures (SOP) and Service Level Agreement (SLA) ....... 11
2.1.3 Existing CRM Metadata ..................................................................................... 11
2.1.4 Existing Interactive Voice Response (IVR) Configuration .................................... 12
2.1.5 Workforce Assignment ...................................................................................... 12
2.2 Constraints.................................................................................................................... 12
2.2.1 Number of User Licenses for CRM ..................................................................... 12
2.3 Assumptions ................................................................................................................. 12
2.3.1 Call Volume and Operation Hours ..................................................................... 13
2.3.2 Manpower in Handling Complaints and Enquiries ............................................. 13
2.3.3 Data Source for Migration ................................................................................. 13
2.3.4 Network Connectivity ....................................................................................... 13
2.3.5 Email Integration .............................................................................................. 13
2.3.6 System User Authentication .............................................................................. 14
3. SOLUTION OVERVIEW ....................................................................................................... 15
3.1 IP Telephony and Contact Centre .................................................................................. 15
3.1.1 Solution Overview ............................................................................................. 15
3.1.2 Architecture ...................................................................................................... 16
3.1.3 Infrastructure .................................................................................................... 19
3.2 Call Centre - Case Management System ........................................................................ 21
3.2.1 Solution Overview ............................................................................................. 21
3.2.2 Architecture ...................................................................................................... 22
3.2.3 Infrastructure .................................................................................................... 23
3.3 Internal Case Management System (ICMS).................................................................... 25
3.3.1 Solution Overview ............................................................................................. 25
4. GAP ANALYSIS .................................................................................................................. 26
4.1 As Is Process Flow ......................................................................................................... 26
4.2 To Be Process Flow ....................................................................................................... 27
4.3 Implemented using Standard Features .......................................................................... 27
4.3.1 IP Telephony and Contact Centre ...................................................................... 27
4.3.2 Call Centre – Case Management System ........................................................... 29
4.4 Customization Required ................................................................................................ 32
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4.4.1 IP Telephony and Contact Centre ...................................................................... 32
4.4.2 Call Centre – Case Management System ........................................................... 32
4.5 Report Requirements .................................................................................................... 37
4.5.1 IP Telephony and Contact Centre ...................................................................... 37
4.5.2 Call Centre – Case Management System ........................................................... 38
4.6 Integration Requirements ............................................................................................. 41
4.6.1 IP Telephony and Contact Centre ...................................................................... 41
4.6.2 Call Centre – Case Management System ........................................................... 42
5. CONCLUSION .................................................................................................................... 43
6. APPENDIX ......................................................................................................................... 44
6.1 Appendix A - RMCD Communication Channel ............................................................... 44
6.2 Appendix B - Service Request Type, Category and Subject ............................................ 45
6.3 Appendix C - Users and Roles ........................................................................................ 49
6.4 Appendix D – As Is Process Flow ................................................................................... 51
6.5 Appendix E - To Be Process Flow ................................................................................... 57
6.6 Appendix F - Avaya Services Description ....................................................................... 59
6.7 Appendix G - Proposed IVR Call Flow............................................................................. 60
6.8 Appendix H – Case Summary and Customer Service Performance Dashboard screenshot 61
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LIST OF FIGURES
Figure 3.1-1: Proposed Avaya Aura Solution Architecture (as per Tender Proposal) ...................... 16
Figure 3.1-2: Proposed Avaya Aura Solution Architecture (after review session) ........................... 19
Figure 3.2-1: Technical Solution Architecture of CRM .................................................................... 22
Figure 3.2-2: Proposed Production Server & Network Infrastructure Diagram for RMCD CRM Implementation ............................................................................................................................ 24
LIST OF TABLES
Table 1.3-1: List of Meeting Conducted ........................................................................................... 9
Table 3.1-1: Additional Requirement(s) for Architecture ............................................................... 19
Table 3.1-2: Infrastructure Specification – Initial and Revised ....................................................... 20
Table 3.1-3: Additional Requirement(s) for Infrastructure ............................................................. 21
Table 4.3-1: Standard Features Implemented - IP Telephony and Contact Centre ......................... 29
Table 4.3-2: Standard Features Implemented – Call Centre – Case Management System .............. 32
Table 4.4-1: Features Customization Required – Call Centre – Case Management System ............ 36
Table 4.5-1: List of Report Requirements - IP Telephony and Contact Centre ................................ 38
Table 4.5-2: List of Report Requirements - Call Centre - Case management System ...................... 40
Table 4.6-1: List of Integration Requirements - IP Telephony and Contact Centre ......................... 41
Table 4.6-2: List of Integration Requirements – Call Centre – Case Management System .............. 42
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1. INTRODUCTION
Customer Care is one of the modules to be developed as part of uCustoms solution that would
enable customer service management in Royal Malaysian Customs Department (RMCD) to be
carried out more efficiently and effectively. In order to realize this goal, the following objectives
were established:
Ensuring more cases are resolved via First-Call Resolution (FCR) by getting the right
information at the first time which can greatly improve customer satisfaction.
Improving customer service through having a better understanding of customers through
clear visibility of their historical interactions and cases. This module allows user to track
status of customer enquiries and complaints with resolutions and replies to the customers.
This module would leverage Microsoft Dynamics Customer Relationship Management (CRM) and
Avaya Aura Contact Centre (AACC) Solution. These solutions are designed with standard features
and functionality that can be tailored for specific uses.
Therefore, the gap analysis exercise is necessary to surface the gaps between RMCD’s requirement
with the solutions’ capability and to identify the required resolution to bridge these gaps.
1.1 Objective
This document captures the findings and analysis of the gaps between RMCD’s existing processes
and tools vis-a-vis available features in proposed Commercial Off-The-Shelf (COTS) solution. At the
same time, future RMCD’s needs in term of Customs Call Centre (CCC) enhancement are also
taken into consideration in building the gap analysis.
The report focuses on the existing RMCD customer care management in the following aspects:
i. CCC Standard Operating Procedure (SOP),
ii. Customer Care Tools and Application, and
iii. Case Management Process.
It is expected that the result of this study would highlight the gaps and required resolution to
realize the goals of Customer Care module. These inputs would be beneficial for solution design
activities.
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The report excludes information about Transfer of Technology (TOT) plan and requirement which
will be covered in Training Plan document by Change Management team.
1.2 Intended Audience
This report is intended for:
RMCD uCustoms Supporting System Team members primarily those who are involved during user
requirement gathering, design and development of Customer Care module.
Customs Call Centre.
Respective RMCD departments which are as follows:
o Bahagian Penguatkuasaan.
o Cawangan Perhubungan Awam.
o Cawangan Integriti.
o Cawangan Teknologi Maklumat.
1.3 Pre-requisite
The gap analysis was conducted through the following session:
i. Gap Analysis Workshop
Gap Analysis workshop was conducted on the 13th, 15th and 16th January 2014 with the
following objectives:
To identify the current processes (“As is” or Current State).
To discuss and agree on the “To be” processes.
To gather feedback and additional requirements to be incorporated in the
proposed solution.
This workshop was attended by business users which represent various RMCD
departments namely:
Bahagian Penguatkuasaan.
Cawangan Perhubungan Awam.
Cawangan Integriti.
Cawangan Teknologi Maklumat.
Besides that, this workshop was participated by solution vendor i.e., Agtiv Consulting
(Agtiv) and Jebsen and Jessen (JJ).
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ii. Infrastructure Envisioning Workshop
Infrastructure envisioning workshop was conducted on the 22nd January 2014 by the
uCustoms Infrastructure Team to review the proposed solution architecture and
hardware specifications to be procured against the tender specification.
iii. Meetings
Four (4) meetings were conducted with RMCD Supporting System unit and solution
vendor to resolve issues that were raised during Gap Analysis Workshop. On top of
that, feedbacks and more inputs were solicited from RMCD on the proposed solution.
The meetings are as listed below:
Meeting No Meeting Name Date Conducted
1. CRM/2014/1 Gap Analysis Workshop 13th, 15th and 16th January 2014
2. CRM/2014/2 Post Gap Analysis Workshop 23rd January 2014
3. CRM/2014/3 Site Visit to CCC 28th January 2014
4. CRM/2014/4 Customer Care Specification
Review 7th February 2014
Table 1.3-1: List of Meeting Conducted
iv. Site Visit
A site visit was made to CCC on 28th January 2014 to understand the existing Avaya
infrastructure and obtain relevant reports for call volume analysis.
1.4 Limitation
Numerous limitations were encountered in completing this report which is as listed below:
i. Inadequate information about existing call volume and trending which is due to limited
access to existing Avaya reports. Certain reports are only accessible to users with
higher privilege which is not available to any RMCD users at the moment. Furthermore,
information on call volume reports handled by DagangNet (DNT) is currently not
available to be included in the study.
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ii. Scope of service for existing CCC would greatly expand in the future to be in line with
uCustoms implementation e.g., to assist public in dealing with system related issues.
With limited information about the future state of the CCC, the proposed architecture
is built based on certain assumptions and projected call volume to be handled by CCC.
iii. There are gaps identified between CCC SOP and actual call centre manpower capacity
e.g., unavailability of Quality Officer and on-site System Administrator, limited number
of agents etc. This concern would need to be addressed to ensure sufficient resource to
implement future processes.
1.5 Open Issues
1.5.1 Existing RightFax Server Maintenance
The maintenance contract for existing RightFax server is due to expire in February 2014. This issue
may have impact on integration activities. Please refer section 4.6.1.
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2. DEPENDENCIES, CONSTRAINTS AND ASSUMPTIONS
This section provides the known dependencies, constraints and assumptions during the gap
analysis exercise.
2.1 Dependencies
Various elements that are dependent on this module design consideration are specified as follows:
2.1.1 Existing Communication Channels
Currently, RMCD received complaints and enquiries through several communication channels –
phone calls, e-mails, e-Aduan website, faxes, letters and walk-in customers. All these complaints
and enquiries are received by either CCC or RMCD officers based at Headquarters, state or station
office. Whenever a case is received by CCC, the agent will register the case in their current CRM
system (refer Appendix A).
2.1.2 Existing Standard of Procedures (SOP) and Service Level Agreement (SLA)
Each division that handles complaints and enquiries has its own SOP and SLA in managing the
cases. In addition, the case escalation might involve several divisions or state offices
2.1.3 Existing CRM Metadata
Current CRM is configured to categorize case based on service type and category only. The service
request types consist of:
i. Import & Export, Industries,
ii. Goods and Services Tax (GST) Related Services,
iii. Internal Tax,
iv. Teknik Services, and
v. Unit Perhubungan Awam/Preventive/PSMK
Refer Appendix B for list of service request types, categories and subjects.
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2.1.4 Existing Interactive Voice Response (IVR) Configuration
Current IVR configuration enables customers to choose service request type. Subsequently, the
available agent will be alerted to accept the call. Currently, no skill-based routing is applied in the
configuration.
In the case of any enquiries that can be answered directly, the agent can immediately close the
case. However, for any enquiries or complaints that need to be escalated to the Subject Matter
Expert (SME), more time is required to reply back to the customers.
2.1.5 Workforce Assignment
Several roles are identified which currently involve in handling complaints and enquiries. These
roles are stationed at CCC (Kelana Jaya), and Headquarters (Bahagian Pencegahan dan
Penguatkuasaan and Cawangan Integriti). Responsibilities for each role are discussed further in
Appendix C.
2.2 Constraints
The module’s design consideration would need to be managed around the following limitation:
2.2.1 Number of User Licenses for CRM
Based on the proposal, total user licenses to be acquired is thirty (30) agents. In view of this,
certain process in case management will be implemented outside CRM through internal case
management system. This system will be accessed by users from divisions that handle the case.
They will inform the customer and acknowledge agents to close the case in CRM.
2.3 Assumptions
Following circumstances are anticipated to occur in order for this module to achieve the intended
objectives:
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2.3.1 Call Volume and Operation Hours
Currently, CCC is taking an average of one thousand and three hundreds (1,300) calls per month
which it runs from 9.00am to 5.00pm. In 2015, it is expected for the CCC to operate twenty-four
(24) hours a day with wider scope of services.
2.3.2 Manpower in Handling Complaints and Enquiries
It is assumed that the total workforce will be increased in the future to cope with additional
service scopes as well as to cater for twenty-four (24) hours a day operation. In addition, it is
essential for RMCD to provide adequate resources with specialized skills to handle particular
service type.
2.3.3 Data Source for Migration
The customer data to be migrated into CRM will be extracted from existing ORLIG CRM system
with assistance from RMCD. The data file format provided shall be in Microsoft supported file
format (CSV and TXT) and format structure must be the same for all the files. In the event of file
format provided is not supported, assessment will be conducted to determine the efforts required
to convert the file accordingly. In addition, all the data files shall be in extractable condition
without any issues, e.g., data files corruption.
2.3.4 Network Connectivity
The network connectivity is expected to be healthy during the implementation period. During the
servers’ installation activities, Brinfo and RMCD Infra Team to provide the necessary network
access for software installation & configuration.
2.3.5 Email Integration
Brinfo and RMCD Infrastructure team will prepare the Microsoft supported email server (e.g.,
Microsoft Exchange) for email integration. The related service accounts for email integration must
be ready at the early stage after project commencement for email integration configuration.
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2.3.6 System User Authentication
Brinfo and RMCD team will provide information about Microsoft Active Directory Server and
provide the necessary service accounts for MSCRM installation.
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3. SOLUTION OVERVIEW
Customer Care module consists of three (3) main components namely:
i. IP Telephony and Contact Centre,
ii. Call Centre - Case Management System, and
iii. Internal Case Management System.
3.1 IP Telephony and Contact Centre
This component would be implemented using Avaya Aura Solution.
3.1.1 Solution Overview
This Avaya AURA Solution will provide a full converge Voice and Multimedia Channels functions
without compromising on features or robustness. Apart from the business challenges, RMCD
requirements are put into consideration for a reliable and secure converged network with solution
flexibility for future technology and expansion without major infrastructure changes. Avaya Aura
can help the transformation by simplifying complex networks, reducing infrastructure costs and
improving communications capabilities. The architecture helps meet the needs of RMCD business
users by allowing IT department to rapidly deploy needed applications and capabilities to users
regardless of their location, access device or network.
Avaya Aura is evolutionary, allowing RMCD to re-use existing assets and incrementally add new
capabilities. It allows RMCD to optimize your current network while laying the foundation to move
to a more user centric model.
Avaya Aura comprises of two (2) components namely:
i. Avaya Aura Contact Centre Suite for Midsize Enterprise, and
Delivers a single server deployment of Avaya Aura, making the solution more
affordable, easier to deploy, simpler to manage, and more energy efficient.
Enables real-time communications applications to perform in a virtualized
environment, with the same capabilities they have on dedicated servers.
Includes major enhancements for ease of installation and serviceability.
ii. Avaya Aura Contact Centre.
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A context-sensitive, collaborative, voice and multimedia customer contact solution.
Allows enterprises to anticipate, automate, and accelerate customer interactions.
Optionally routes up to six simultaneous multimedia contacts to the most
appropriate resource through a unified agent interface.
Combines historic and real-time contextual information about a customer to
improve the quality of interactions.
Enhances supervisor performance to deliver superior customer experience.
3.1.2 Architecture
The following diagram illustrates the initial high-level design of proposed architecture for IP
Telephony and Contact Centre solution:
Figure 3.1-1: Proposed Avaya Aura Solution Architecture (as per Tender Proposal)
The above architecture had been presented to RMCD business users. Several issues and
requirements were deliberated as follows:
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No Issues /
Requirement
Description Resolution Impact
1. Route call to remote
agent (outside CCC) to
handle calls related to
complaint
There are two (2)
RMCD
departments that
currently handle
complaints i.e.,
Bahagian
Penguatkuasaan
and Cawangan
Integriti which
are based in HQ.
To setup the remote
agent and configure
the IVR flow
accordingly.
Bandwidth
requirement of
12Mbps for email
and voice
communication
between HQ and
CCC.
Cost impact -
additional license
required for
remote agent.
Time impact –
additional time
required to setup
remote agent.
2. Connection from
Public Switched
Telephone Network
(PSTN) to Gateway
Gateway can be
connected either
direct to PSTN or
through the
existing Private
Automatic
Branch Exchange
(PABX).
To connect the gateway
direct to PSTN
None
3. Wallboard feature –
enable supervisor to
see real time statistics,
available, calls waiting,
service level, call
offered, appended
and etc.
The wallboard
feature requires
one (1) server
and two (2)
display clients
(PC)
To include Wallboard
feature
Cost impact –
additional cost to
procure server,
application and
wallboard display
client.
Time impact –
additional time to
setup and
configure the
wallboard
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No Issues /
Requirement
Description Resolution Impact
application and
display.
4. Architecture with High
Availability
It is highlighted in
Tender
specification that
proposed
solution should
support High
Availability
environment
To include additional
hardware and identify
necessary configuration
to enable HA
Cost impact –
additional cost to
acquire additional
servers and
applications.
Time impact –
additional time
allocated to
perform
configuration and
to conduct
additional testing.
5. Total User License Current CCC
capacity is thirty
(30) agents and
five (5)
supervisors. On
top of this, there
will be two (2)
agents based in
HQ that handle
complaints from
public.
To allocate thirty seven
(37) licenses as follows:
CCC: Thirty (30) agents
and three (3) supervisors
HQ: Two (2) agents and
two (2) supervisors
Cost impact –
additional cost to
acquire licenses.
6. No. of Primary Rate
Interface (PRI) lines
Current call
centre system is
connected
through two (2)
PRI lines
To include additional one
PRI interface card to
connect to the second PRI
line. Hence, a total of two
(2) PRI interface cards are
Cost impact –
additional cost to
acquire one (1)
more PRI interface
card.
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No Issues /
Requirement
Description Resolution Impact
required.
Table 3.1-1: Additional Requirement(s) for Architecture
After incorporating the above requirements, the following diagram depicts the amendments of
high-level design proposed architecture:
Figure 3.1-2: Proposed Avaya Aura Solution Architecture (after review session)
3.1.3 Infrastructure
Following is the initial and amended proposed infrastructure specifications for IP Telephony and
Contact Centre solution:
Item Initial Revised
Avaya Aura Core Communication 22 licenses 37 licenses
With High
Avaya Aura Communication Manager
Avaya Aura Session Manager
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Item Initial Revised
Avaya Aura System Manager Availability
Avaya Aura Application Enablement Services
Avaya Aura Contact Center 20 agents,
2 supervisors
licenses
32 agents,
5 supervisors
licenses
Inbound & Outbound Voice Included Included
Multimedia Channel Email, Fax Email, Fax,
Web Chat
Avaya Contact Recorder Included Included
AACC Reporting
Avaya Aura Agent Desktop (AAAD) embedded with soft
phone
Hardware and Equipment
Avaya Midsize Enterprise Server 1 unit 2 units
Avaya G450 gateway with PRI interface card 1 unit 2 units
(with 2 PRI
interface card,
and
1 analogue
interface card)
Wallboard Server None 1 unit
Wallboard Display Client None 2 units
Headset 22 units 37 units
Table 3.1-2: Infrastructure Specification – Initial and Revised
The revised infrastructure specification is based on the revised architecture and following
requirements:
No Issues /
Requirement
Description Resolution Impact
1. Fax integration
with contact
centre system
Current contact centre
system is integrated
with fax communication
using RightFax server
version 9.3
To include fax
integration by
leveraging existing
RightFax server. One
(1) analogue interface
card is required for the
Cost impact –
additional cost for one
(1) analogue interface
card.
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No Issues /
Requirement
Description Resolution Impact
integration
2. Web chat
capability
To include web chat
communication channel
in addition to phone
call, email and fax
To include web chat
capability in proposed
architecture
Cost impact –
additional cost for
web chat
configuration.
Time impact –
additional time to
perform the necessary
development and
configuration.
Table 3.1-3: Additional Requirement(s) for Infrastructure
3.2 Call Centre - Case Management System
This component would be implemented using Microsoft Dynamics CRM Solution.
3.2.1 Solution Overview
Dynamics CRM organizes, automates, and coordinates business processes that promote customer
satisfaction and loyalty in the sales, marketing, and customer service fields.
Microsoft Dynamics CRM will empower CCC department with the ability to create, assign, track
and resolve cases via a centralized Case Management tool. Case Management is also a tool for call
centre personnel that provides transparency to the issues and resolutions and with automation,
helps reduce the handling times to the resolution. In the case of Case Management, the CRM
solution will provide the following features:
i. Case Management,
ii. Activities Management,
iii. Customer Profile Management,
iv. Customer Service Management,
v. Reports, Charts and Dashboards,
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vi. Data Security Audit Trail,
vii. Email Management,
viii. Organization Calendar, and
ix. Advanced Find Feature.
3.2.2 Architecture
The solution architecture for the proposed system is based on the Microsoft Software Design
Architecture best practice which is multi-tier design, with logical division among the core
components of the system into the Presentation Layer, Application Layer and the Database Layer
as illustrated in the diagram below.
Figure 3.2-1: Technical Solution Architecture of CRM
The Presentation Layer is responsible for interacting with the users, both in retrieving as well as
presenting information. The division of the Presentation Layer with the Application Layer will
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result in a more scalable, extendable and expandable system, as the changes made in any layer
will not impact the others.
The Application Layer consists of the web server hosting the Microsoft Internet Information
Services that provides application framework support for Microsoft Dynamics CRM. The
Application Layer is responsible for interacting with the Presentation Layer and to facilitate
information transfer from and to the Database Layer. The Database Layer serves as the storage or
repository system. Isolation of the Database Layer from the Presentation Layer results in higher
security and data integrity for the system.
This architecture is designed with the issues of high availability, scalability, reliability, data integrity
and security taken into considerations.
3.2.3 Infrastructure
The following diagram illustrates the proposed implementation infrastructures for CRM Solution
deployment. The proposed infrastructure and specification are calculated based upon CRM Sizing
Tool.
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Figure 3.2-2: Proposed Production Server & Network Infrastructure Diagram for RMCD CRM
Implementation
Based on the Production Infrastructure setup, the following components are crucial and must be
present on the required setup,
Microsoft Dynamics CRM 2013 Server, there will be one (1) instance of Dynamics CRM
2013 server, the application server will be the server of all web traffic (HTTP/HTTPS traffic)
with port 80/443 accessing to the CRM application.
Microsoft SQL Server 2012 Standard Edition, there will be one (1) instance of Microsoft SQL
Server 2012 Standard Edition; the back-end server will be store all the CRM related data
into SQL databases. As for SQL Server Reporting Services with be installed to use SQL
queries to securely retrieve data for reports from filtered view defined by the system. A
network port 80 required to open for users to generate reports.
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3.3 Internal Case Management System (ICMS)
This component would replace the existing RMCD e-Aduan application and would be developed on
Microsoft platform.
3.3.1 Solution Overview
ICMS is an application that enables the public to lodge complaint on various RMCD matters via the
uCustoms portal. Subsequently, the registered cases are assigned to relevant department or state
office for further action. Authorised RMCD officers may update the status and action taken in
ICMS and public may check the case’ current status or updates via online using case registration
number. For cases that are logged in MS Dynamics CRM by CCC call agents, the corresponding case
status will be updated accordingly whenever there is any update in ICMS.
Note:
1. The proposed solution will leverage on the existing Microsoft Active Directory, for
authentication and authorization, as well as user profile synchronization from the
Active Directory.
2. The proposed solution will leverage on Simple Mail Transfer Protocol (SMTP)
compliance email server (or Microsoft Exchange Server) for email notification / alerts.
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4. GAP ANALYSIS
4.1 As Is Process Flow
The As Is process flow was consolidated based on inputs by business users during Gap Analysis workshop. Following tools and applications
are currently being used to facilitate the case management process in RMCD:
a. Avaya Solution which consists of PABX, IVR, Automated Call Distribution and IP Phone:
This solution is utilized by CCC to manage inbound and outbound call efficiently.
b. ORLIG CRM application:
This is a web application that is utilized by CCC to create and manage cases that are received and handled by CCC.
c. CCC Knowledge Base:
This is a web application that is utilized by CCC to ensure consistent and quick resolutions to customers. In addition, it is intended to
be large reserves of relevant information that CCC agents can refer to address customer inquiries.
d. e-Aduan application:
This is a web application that allow public to lodge complaints on various RMCD matters. Subsequently, the registered cases are
assigned to relevant department or state office for further action. Public may check the case’ current status or updates via online
using case registration number. Refer Appendix D for As Is process flow.
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4.2 To Be Process Flow
The To Be process flow has been developed based on inputs by business users during Gap Analysis workshop. The As Is processes were
consolidated and streamlined for the To Be process. Refer Appendix E.
4.3 Implemented using Standard Features
4.3.1 IP Telephony and Contact Centre
No Features Description
CC/GAP/001 Avaya Aura Core
Communication HA
It contains 37 licenses with following services:
Avaya Aura Communication Manager.
Avaya Aura Session Manager.
Avaya Aura System Manager.
Avaya Aura Application Enablement Services.
Refer Appendix F: Avaya Services Description
CC/GAP/002 Avaya Aura Contact
Center Midsize HA
The package contains the 32 agent and 5 supervisor licenses
Inbound & Outbound Voice (Preview Outbound).
Multimedia Channel (Email, Web Chat, Fax).
WRO R12 CR (Voice Recording).
AACC Reporting.
Avaya Aura Agent Desktop (AAAD) embedded with soft phone.
CC/GAP/003 IVR Call Flow Categorizing calls into Complain and Enquiry calls (Refer Appendix G: Proposed IVR Call Flow)
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No Features Description
CC/GAP/004 Web Chat Channel Provide web chat communication channels for customer to contact CCC with distribution
CC/GAP/005 Email Channel Provide email communication channels for customer to contact CCC with distribution
CC/GAP/006 JJ QDisplay Board Provide real time call centre statistic
CC/GAP/007 Standard Historical
Agent Performance
Report
Activity Code by Agent. Agent Average Calls per Hour. Agent by Activity Code.
Agent by Application Performance. Agent by Skillset Performance. Agent DN Performance. Agent Login/Logout. Agent NACD Activity.
Agent Performance.
Agent Performance by Supervisor. Agent Efficiency. Agent Efficiency by Contact Type. Agent Efficiency by Skillset. Agent Short Calls. Agent Transferred/Conferenced Activity. Not Ready Reason Codes by Agent.
Skillset by Agent Performance. CC/GAP/008 Standard Historical
Others Report
Activity Code by Application. Application by Activity Code. Application by Skillset. Application Delay before Abandon.
Application Delay before Answer.
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No Features Description
Application Performance. Control Directory Number (CDN) (Route Point) Statistics. Crosstab - Application Performance.
Crosstab - CDN (Route Point) Statistics.
Crosstab - Skillset Performance. Dialled Number Identification Service (DNIS) Statistics. Music/RAN Route Statistics. Skillset Performance. Skillset Timeline.
Skillset Timeline by Contact Type. Performance Summary Report (Agent/Skill/Contact Centre).
CC/GAP/009 Standard Real-Time
Report
Skillset statistics.
Nodal statistics. Application statistics. IVR statistics.
Route statistics. Agent statistics. Network statistics.
Table 4.3-1: Standard Features Implemented - IP Telephony and Contact Centre
4.3.2 Call Centre – Case Management System
No Features Description
CC/GAP/010 CRM Installation and Base Installation and configuration of the necessary software components onto the production
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No Features Description
Configuration servers equipped with the base operating system and network connectivity
CC/GAP/011 User Roles & Privileges Security
Configuration
To setup business unit settings based RMCD organization department structure. Configure security and access matrix for RMCD Microsoft Dynamics CRM users. An authorization hierarchy will be created based on CRM Business Units capability and
the authorization hierarchy will be provided by RMCD. CC/GAP/012 Customer Profile Management To setup a customer profile repository in the proposed solution to supporting
customer profile that supports a single view of customer where all the customer related profile information and interaction history can be viewed in one screen.
To provide 360 degree view of all customers for RMCD, this includes not only profile information, but their relevant cases and other important information that is useful for customer services empowerment in RMCD.
CC/GAP/013 Activities Management To provide the ability of managing activities and to-do management. This shall include - ability for the system to remind/notify the users about the meetings, appointment or tasks scheduled in the calendar.
To provide the ability of managing email communications with customers. This shall include features like - mail merge, emails and the ability to manage email communication history.
CC/GAP/014 Customer Service Management To create, assign, track and resolve cases via a centralized Case Management tool. To provide the ability to track history of activities of the related case. To allow user to add notes and attach files to each case. To allow agent to assign the case to 2nd level support if the agent is unable to resolve
the case.
This module allows users to key notes and attach documents to the related case. CC/GAP/015 Data Import Solution Grab the data files provided by RMCD’s existing backend system to import the selected basic
customer information into the CRM system to show the customer profile information.
CC/GAP/016 Reports, Charts & Dashboard Performance Summary Report.
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No Features Description
Customer Service Operation Dashboard. o Activities by Owner and Priority. o Case by Priority (Per Owner). o Case by Type. o Case by Origin / Channel (Per Day). o Case by Priority (Per Day).
Customer Service Performance Dashboard o Service Leaderboard. o Case Resolution Trend (By Day).
Customer Service Representative Dashboard o Case by Channel. o Activities by Month Due. o Activities by Owner and Priority. o Activities by Type.
Case Summary Table Report.
Neglected Cases Report. The reports can be exported to various format i.e., Excel, PDF and Word document
Note: Requirement for Performance Summary Report is catered through the Case Summary and Customer Service Performance Dashboard. Refer Appendix H for screenshot of relevant reports
CC/GAP/017 Email Management Email management will track the email history and convert the email as an activity associated to a case or customer contact.
The email content and subject shall be provided by user. Setup CRM email router component in CRM server to integrate with RMCD email
server. CC/GAP/018 Organization Calendar One (1) set of organization calendar.
Non-working days for the first (1) calendar year based on User Acceptance Test day will be configured.
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No Features Description
CC/GAP/019 Advanced Find Feature To enable and configure advanced data searching capability to search and filter customer and
case data based on the available fields in CRM e.g., customer name, customer Id and case
ticket number
CC/GAP/020 Data Security Audit Trail To provide the auditing feature that allows users to track changes made to the data. Users
may keep track of changes made to a record, or by a particular user
Table 4.3-2: Standard Features Implemented – Call Centre – Case Management System
4.4 Customization Required
4.4.1 IP Telephony and Contact Centre
There is no required customization for this component.
4.4.2 Call Centre – Case Management System
No Features Gap Description Gap Resolution Comments
CC/GAP/021 Customer Service
Knowledge Base
To search for the articles in CCC
Knowledge Base system
Integration with CCC Knowledge
Base system in SharePoint
CC/GAP/022 Case SLA Data
Maintenance
To make changes to SLA The customized solution will
provide the maintenance
module for SLA settings. The
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No Features Gap Description Gap Resolution Comments
case SLA calculation will be
based on the SLA data that is
being configured inside the SLA
maintenance module
CC/GAP/023 Case Workflow
Automation
To enable case auto escalation to
respective Subject Matter Expert (SME)
Automation of case escalation is
possible based on the case
subject
Business users need to
confirm the SME for
relevant subject
CC/GAP/024 Case Management Input for the subject will be given by the
business users and subjects are
displayed in tree list without having the
agent to type-in
RMCD (CCC & Business User) to
provide list of subjects based on
current ORLIG.
The list will be configured in CRM
CC/GAP/025 Case Management ORLIG has its own prioritization which
may need to be mapped to CRM
To configure the case priority
options in CRM based on current
ORLIG
CC/GAP/026 Case Management RMCD requested to enable an agent to
view other agent's cases but only the
owner of the cases can modify it
Role & security access privileges
to the case data need to be
configured in CRM
CC/GAP/027 Report and Dashboard -
Leaderboard
RMCD requested it will only be viewed
by the authorized users
Role & security access privileges
to the dashboard need to be
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No Features Gap Description Gap Resolution Comments
configured in CRM
CC/GAP/028 Case Management Propose to standardize process to deal
with cases assigned by HQ, whether to
respond directly to customer and a
carbon copy(cc) to HQ or email the
response to HQ and HQ responds to the
customer which might cause delay
during the process
The To-Be-Process would
promote standard process to
handle cases from HQ
CC/GAP/029 Case SLA Data
Maintenance
Propose to determine the SLA based on
the complexity of the case whether low,
medium or high priority.
To be incorporated into the To-
Be-Process and CRM
CC/GAP/030 Language It is possible for form fields label name
to be displayed in Bahasa Malaysia, but
CRM product buttons and menu text in
English cannot be changed
The form fields label name need
to be customized to show in
Bahasa Malaysia.
CC/GAP/031 Email Integration The Case Number will only be generated
once the case has been created. The
particular officer can trash the junk
emails first before they track the valid
email as Case via CRM Outlook Client
The CRM Outlook Client
component need to be installed
and configured in users’
workstation. The users’
workstation must be in minimum
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No Features Gap Description Gap Resolution Comments
Windows 7 and above and using
Microsoft Office Outlook 2010
Professional Edition and above
CC/GAP/032 Email Notification To have a standard email template for
the future communication such as an
email to acknowledge receipt of the
customer email.
The email template configuration
feature is available in CRM
Email templates need to be
configured in CRM
CC/GAP/033 Customer Profile
Management – import
users data from
uCustoms/GST/other
application
As of now, it is not required for GST
implementation but the profile would
be needed once the GST tax payer
registration starts in June/July 2014
The caller/customer profile can
be imported to CRM via the Data
Import Solution
CC/GAP/034 Case Management The view can be configured to list
pending cases
The data views (based on the
different filtering criteria) can be
configured and displayed in CRM
using the Advanced Find feature
CC/GAP/035 Case Management Enable call agent to request for time
extension
SLA will be calculated based on
the case type/subject and it will
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No Features Gap Description Gap Resolution Comments
be auto set to the Due Date field.
The Due Date field can still be
changed by the call agent should
he/she requires more time to
resolve the case. The changes of
the Due Date would be captured
in the Audit History of the case.
RMCD need to advise whether
any approval is required for such
action. If it is required, the
person to approve the extension
also needs to be identified.
Table 4.4-1: Features Customization Required – Call Centre – Case Management System
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4.5 Report Requirements
4.5.1 IP Telephony and Contact Centre
No Report Title Accessed By Input Parameters Output Parameters Comments
CC/GAP/036 Percentage of Calls
Answered by Skillset
Daily, Monthly Date and Skill Tabular: Date, Skill and
Percentage of Calls.
Graphical Report: Skill vs
Percentage of Calls.
Additional Report
CC/GAP/037 Call Volume and
Percentage Service
Level by Skillset
Daily, Monthly Date and Skill Tabular: Date, Skill, and
Percentage Service Level.
Call Answered, and Call
Abandoned.
Graphical Report: Skill vs
Call Answered and Call
Abandoned.
Skill vs Percentage Service
Level.
Additional Report
CC/GAP/038 Call Volume and
Percentage Service
Level Group By Skillset
Monthly Date and Skill Tabular: Month, Skill, Call
Answered and Percentage
Service Level.
Graphical Report: Call
Additional Report
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No Report Title Accessed By Input Parameters Output Parameters Comments
Answered vs Skill Groups.
Percentage Service Level vs
Skill Groups.
Table 4.5-1: List of Report Requirements - IP Telephony and Contact Centre
4.5.2 Call Centre – Case Management System
No Report Title Accessed By Input Parameters Output Parameters Comments
CC/GAP/039 Ringkasan Aduan
Awam Bahagian
Penguatkuasaan Ibu
Pejabat RMCD
(Mengikut Komoditi)
Tahun <Year>
Yearly Year 1. Summary Listing
Bulan.
Jenis Komoditi (Rokok,
Minuman Keras,
Kenderaan, Dadah
Lain-lain).
Jumlah.
Selesai.
2. Bar Chart – Bilangan
Aduan Mengikut Komoditi.
3. Chart – Bilangan Aduan
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No Report Title Accessed By Input Parameters Output Parameters Comments
Mengikut Bulan.
CC/GAP/040 Ringkasan Aduan
Awam Bahagian
Penguatkuasaan Ibu
Pejabat RMCD
(Mengikut Saluran
Aduan)
Tahun <Year>
Yearly Year 1. Summary Listing
Bulan.
Jenis Saluran Aduan
(E-mail, Surat, Telefon,
Lain-lain E-Aduan).
Jumlah.
2. Bar Chart – Bilangan
Aduan Mengikut Saluran
Yang Diterima.
3. Bar Chart – Bilangan
Aduan Mengikut Bulan.
CC/GAP/041 Pendaftaran Aduan
Awam Bahagian
Penguatkuasaan,
RMCD Ibu Pejabat
Tahun <Year>
<Month> <Year>
Monthly 1. Month.
2. Year.
Section A
1. Bil.
2. No. Daftar.
3. Tarikh Aduan Diterima
4. Perihal Aduan.
5. Tindakan Yang Diambil
dan Tarikh.
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No Report Title Accessed By Input Parameters Output Parameters Comments
6. Catatan.
CC/GAP/042 Pendaftaran Aduan
Awam Bahagian
Penguatkuasaan,
RMCD Ibu Pejabat
Tahun <Year>
<Month> <Year>
- cont.
Monthly 1. Month.
2. Year.
Section B
1. Bil.
2. Saluran Aduan Diterima.
3. Komoditi Yang Terlibat.
4. Stesen Yang Berkaitan.
5. Tarikh Hantar Surat.
6. Tempoh.
7. Status Terkini.
8. Peringatan.
9. Tarikh Selesai.
10. Sumbangan Tidak
Langsung.
CC/GAP/043 Penyata Aduan Tahun
<Year> RMCD Wilayah
Persekutuan Kuala
Lumpur
Yearly Year Bar Chart – Display by Month
for Jumlah Aduan, Aduan
Selesai and Aduan Dalam
Tindakan
Table 4.5-2: List of Report Requirements - Call Centre - Case management System
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4.6 Integration Requirements
4.6.1 IP Telephony and Contact Centre
No Requirements Description Dependencies Comments
CC/GAP/044 AACC Integration with CRM To provide a screen pop at the
Agent PC when calls and email
received
AACC must have the Service
Oriented Architecture (SOA)
license to provide Web Service
CC/GAP/045 AACC Integration with MS
Exchange
To gather email and distribute out
to the agents and provide screen
pop
AACC depending on MS
Exchange to provide the POP3
& SMTP
CC/GAP/046 Web Chat Integration with
CRM
To provide screen pop and
distribute out to the agents
Depending on CRM capability
CC/GAP/047 Web Chat Integration with
Portal (with Login feature)
To allow public to communicate via
a Web Chat
Depending on the identified
portal capability
CC/GAP/048 RightFax Integration with the
new Gateway
To route public fax into the
RightFax
The version compatibility
between RightFax and
Gateway
RightFax requirement will be
tabled in coming Project
Working Committee (PWC)
meeting to decide whether to
leverage the existing server or
purchase a new one
Table 4.6-1: List of Integration Requirements - IP Telephony and Contact Centre
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4.6.2 Call Centre – Case Management System
No Requirements Description Dependencies Comments
CC/GAP/049 Integration between CRM and
Avaya for screen pop
To provide CCC Agents with instant
access to the most relevant
Microsoft CRM screens along with
each customer call
Call Center Solution
CC/GAP/050 Microsoft Outlook Integration To cover the installation of CRM
Outlook Client tool in CCC agents’
workstation
Workstation Requirement
CC/GAP/051 Integration with existing CCC
Knowledge Base (SharePoint)
To integrate with existing CCC
Knowledge Base (SharePoint)
Existing CCC Knowledge Base
in SharePoint
CC/GAP/052 Integration with existing
RMCD email system
To integrate with existing RMCD
email system for sending email
Existing RMCD email system
CC/GAP/053 Integration with other
applications (e.g., MicroClear)
To retrieve customer contact
details
Access privilege of CRM to other application.
Data mapping between CRM and other application.
Table 4.6-2: List of Integration Requirements – Call Centre – Case Management System
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5. CONCLUSION
This report summarizes findings of the study carried out to identify dependencies, constraints, and
assumptions in delivering the Customer Care solutions. Furthermore, the comparison between
features in proposed COTS solutions and business users requirements are made as part of the gap
analysis exercise which these gaps are then divided into four (4) components i.e., standard
features implementation, customization requirement, customized reports and integration
requirement. The resolutions to these gaps are identified and deliberated with business users to
determine the most feasible and effective solutions which are translated into solutions
requirements.
Overall, the requirements for Customer Care solutions are well established specifically IP
Telephony and Contact Centre module and Call Centre Case Management System. Requirements
for ICMS might need to be further studied, but its main functionality would complement the CRM
solution. The Customer Care solutions design would be established based on these requirements
which will detail out various gaps resolutions into technical implementation. Besides that, some
subsequent actions are required to acquire the necessary information and address certain issues
and concerns prior to design activities.
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6. APPENDIX
6.1 Appendix A - RMCD Communication Channel
The following table illustrates various communication channels covered in Customer Care module.
Channel Description Existing Practice To Be
Inbound and Outbound Calls
Contact numbers are as follows: • Customs Call Centre (03-
78067200 / 1-300-888-500). • Aduan Penyeludupan (1800-88-
8855).
Calls received by CCC or Bahagian Penguatkuasaan
Calls will be routed based on IVR call flow
E-mail • Three (3) group emails for public to send email
• Complaint. • General Enquiry. • GST related matters.
• Respective states and station office has their own email addresses for public to communicate.
Respective departments/states/stations manages their own email
CCC to manage all emails and assign the case to respective departments/states/stations accordingly
Faxes • Faxed document is processed by fax server and converted to image. Image is emailed to [email protected] to be picked up by CRM.
ORLIG CRM accesses the mailbox to create case
New CRM to access the mailbox to create case
Letters and Walk In Customers
• Personnel received the documents / attended the customer register the case and reply accordingly.
• If necessary, case is forwarded to relevant department/state to act accordingly and respond to customer.
Case registered in E-Aduan or log book (manual)
Case registered in CRM or another application *
Web Chat • Customer log in to portal and choose for Chat option. Available agent accept web chat contact.
Not available To be implemented **
E-Aduan • All complaint received through e-Aduan will be logged in internal system.
• Cases are assigned accordingly.
Managed by Cawangan Perhubungan Awam using E-Aduan
Managed by Cawangan Integriti using ICMS
* Another application will be developed to replace the existing e-Aduan ** Portal that will be equipped with Chat feature will be identified
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6.2 Appendix B - Service Request Type, Category and Subject
The following is a list of service request type, category and subject populated into ORLIG CRM.
No Service Request
Type Category Subject
1 Import & Export,
Industries
Import and Export Procedure and Control
NA
Industries Procedure and Control NA
Warehousing NA
Passenger NA
Free Zone & Licensed Manufacturing Warehouse (LMW) Control
NA
2 GST Related Services
Registration Services
Normal
STP
Branch/Division
Group
Joint Venture
Special Scheme
Charity
Exemption
Enquiries
Return NA
Collection and Debt Enquiry
General Collection
Compound
General Debt
Debt – Bill of Demand
Debt – Instalment
Debt – Write-Off
Debt – Remission
Offset
Refund
ITC Refund
Special Credit
Bad Debt Refund
Refund under the Minister's Power
Refund under the DG's Power
Refund for Diplomat Relief
Voluntary Disclosure Refund
Auction Refund
Law and Regulation
Imposition and Scope of Tax
Registration
Accounting, Assessment and Recovery
Reliefs, Exemption, Refund and Remission
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No Service Request
Type Category Subject
Time of Supply
Input Tax
Return Payment and Notice
Special Cases
Special Sector
Education (Government & Private)
Pre-school & Child Care
Health (Government & Private)
Traditional Medicine
Pharmacies
Veterinary Services
Return and Payment
Refund and Remission
Leasing
Pawn Broking
Money Changer
Venture Capital
Hire Purchase
Factoring
Investment Banking
Financial Planner (Consultants)
Development Financial Institution
General Insurance and General Takaful
Life Insurance and Family Takaful
Insurance and Takaful Related Service (intermediaries and ancillary)
Commercial Banking
Money Lending
Banking Intermediary Services
ACM (Direct Selling)
Token, stamps, voucher
Application of GST charity special tax treatment
Approved fund raising
Artist and artistes
Charities and non-profit organization
Commercial Accommodation Premises (Hotel and Similar Establishment)
Cooperatives
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No Service Request
Type Category Subject
Culture
Entertainment Industry
Event Management
Funeral, Burial and Cremation Expenses
Government and Other Public Bodies
Societies and Similar Organisation etc.
Sports and Recreation
Tourism
Tourist Refund Scheme (TRS)
Petroleum upstream activities
Petroleum upstream and retail activities
Joint venture
Passenger transport
Postal and courier services
Shipping industry
Airlines
Freight forwarding
International services
Mining and forestry
Utilities, water, electricity, sewerage
Broadcasting
Telecommunications
E-commerce
Web hosting
Enquiries NA
3 Internal tax
Sales Tax
Licensing
Payment
Facility
Remission and Refunding
Offenses
Service Tax
Licensing
Payment
Facility
Remission and Refunding
Offenses
Excise Licensing
Payment
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No Service Request
Type Category Subject
Facility
Remission and Refunding
Offenses
Payment Status
Duty
Petroleum NA
4 Teknik Services
Classification Ruling & Tariff
General
Duty Charges
Normal classification
Advance Ruling
Valuation & Post Clearance Audit
Critical Good
Car
Others
Refunds Procedures
Appeals
5 UPA/Preventive/PSMK
Preventive
Tender
Information
Tribunal – enquiry
Tribunal – status
Enquiry
UPA
General
Aduan
Immigration Black Listing
PSMK
Procurement/Tender
Payment
Recruitment
Career Development
Training
General
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6.3 Appendix C - Users and Roles
The following is the list of users and roles that are involved in Customer Care module.
No. Division Role Responsibility
1. Custom Call Centre Supervisor Monitor cases e.g., enquiries and facilitate the
call agents in responding to customer
Call Agent Receive, record, escalate case to relevant
department and reply to customer
Secretariat
(Urusetia)
Undertake any administration tasks delegated
by supervisor
2. Bahagian
Penguatkuasaan
Supervisor Monitor complaints related to Bahagian
Penguatkuasaan and make decisions
Call Agent Receive, record, investigate complaint, liaise
with relevant division and response to division
and complainer
Secretariat
(Urusetia)
Undertake any administration tasks delegated
by supervisor
3. Cawangan Perhubungan
Awam (CPA)
Supervisor Monitor cases related to CPA e.g., enquiries,
complaint and facilitate the call agents in
resolving the cases
Call Agent Receive, record, escalate case to relevant
department and reply to customer
Secretariat
(Urusetia)
Undertake any administration tasks delegated
by supervisor
4. Cawangan Integriti Supervisor Monitor complaints related to Cawangan
Integriti and make decisions
Call Agent Receive, record, investigate complaint, liaise
with relevant division and response to division
and complainer
Secretariat
(Urusetia)
Undertake any administration tasks delegated
by supervisor
5. Cawangan Teknologi
Maklumat
Supervisor Monitor cases related to Cawangan Teknologi
Maklumat e.g., enquiries, issues and facilitate
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No. Division Role Responsibility
the call agents in resolving the case
Call Agent Receive, record, escalate case to other
department or vendor and reply to customer
Secretariat
(Urusetia)
Undertake any administration tasks delegated
by supervisor
6. State / Station Supervisor Monitor cases related to respective
State/Station e.g., enquiries, complaint and
facilitate the call agents in resolving the cases
Call Agent Receive, record, escalate case to relevant
department and reply to customer
Secretariat
(Urusetia)
Undertake any administration tasks delegated
by supervisor
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6.4 Appendix D – As Is Process Flow
Figure Appendix D-1: Cawangan Perancangan Korporat Kuala Lumpur International Airport (KLIA) Process Flow
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Figure Appendix D-2: Unit Perhubungan Awam dan Korporat Wilayah Persekutuan Kuala Lumpur (WPKL) Process Flow
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Figure Appendix D-3: Cawangan Integriti Process Flow
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Figure Appendix D-4: Call Centre Process Flow
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Figure Appendix D-5: Bahagian Penguatkuasaan Process Flow
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Figure Appendix D-6: Cawangan Teknologi Maklumat Process Flow
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6.5 Appendix E - To Be Process Flow
Figure Appendix E-1: Main Process Flow
Note: Active Case process run in the background according to predefined schedule to verify active case against the due date.
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Figure Appendix E-2: Resolve Case Sub Process Flow
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6.6 Appendix F - Avaya Services Description
The following is description of various Avaya Aura Core Communication services. Refer section 4.3.1.
Services Description
Avaya Aura Communication Manager Collaboration Services (Video, Telephony, Conferencing)
Avaya Aura Session Manager Session Management, Bandwidth Management, Network
Normalization
Avaya Aura System Manager Profile-based Services
Avaya Aura Application Enablement
Services
Application Integration Services
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6.7 Appendix G - Proposed IVR Call Flow
1-300-888-500 / 03 – 78067200
Language SelectionBM/EN
2. Complaint1. Enquiries
1a. For Import and export and industry
1b. For Sales Taxes, Service Tax, Good and Services Tax (GST) and Excess Duty
1c. For Classification and Evaluation of goods, Refund and Drawback
1d. For General Enquiries
2a. Complaint on smuggling activities
2b.Complaint on RMCD services
CCC Agent based on skilled set(30 Agent + 3 Supervisor)
Cawangan Integriti Agent(1 Supervisor/Agent ONLY)
Bahagian Penguatkuasaan Agent(1 Supervisor/Agent ONLY)
If you wish to return to the previous menu, Press *
Yes
Is AACC alive? No Backup Call Flow
No
After Office Hour?
YesAfter Office
Announcement
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6.8 Appendix H – Case Summary and Customer Service Performance Dashboard screenshot
Case Summary
a. Case Summary Table Report
b. Case Summary Table Report (Detailed View)
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Customer Service Performance Dashboard
a. Service Leaderboard – shows the number of case solved by the Top 5 owners
b. Case Resolution Trend (By Day) – shows the average resolution time in minutes (Trend
Line) along with the number of cases resolved (Column Chart) per day
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c. Case Resolution Goal Progress – shows the resolved cases count against the target in a
quarter/month/year
d. Case Resolution Goal Percentage Achieved – shows the resolved cases percentage
achieved against the goals with linear projections