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MOC Request for Proposal

MOC Automated Systems & Integrated Services (ASIS)


Project
Ministry of Communication State of Kuwait
Technical Specifications and Scope of Work


) 2016/2015 - 1 (


Technical Specifications and Scope of Work
Tender
( 2016/2015
- 1 ) and Adaptable
Making Public Service available,
Accessible,
Acceptable
Ministry of Communications Development of Automated Systems &
Integrated Services (ASIS) Project
New Billing System

ABOUT THIS REPORT


This RFP represents the Technical Specifications of the New Automated Systems and Integrated Services tender for the
Ministry of Communication. This section hold several Technical Specifications for multiple Systems. All these MUST be
integrated in a seamless manner

DISCLAIMER
The opinions and advice offered herein are the sole responsibility of the contributors. Whilst all reasonable care has
been taken to ensure the accuracy of the publication, the publishers cannot accept responsibility for any errors or
omissions. The findings, interpretations, and conclusions expressed here are those of the author(s) and do not
necessarily reflect the views of the Board of Executive Directors MOC or affiliate. MOC reserve the right to change any
specifications prior to the Bid closing date. MOC also cannot guarantee the accuracy of the input data included in this
RFP as most are collected from the respective departments and sectors. We expect the winning vendor to carry his
own data verifications and requirements analysis in view of what has been collected.
The material in this work is copyrighted. No part of this work may be reproduced or transmitted in any form or by any
means, electronic or mechanical, including photocopying, recording, or inclusion in any information storage and
retrieval system, without the prior written permission of MOC. MOC encourage dissemination of its work and will
normally grant permission promptly. For permission to photocopy or reprint, please send a request with complete
information to

CONTACT
Ministry Of Communication
Main Office
Kuwait
E: info@moc.gov.kw
W: www.moc.com

DOCUMENT CONTROL
Document Information
Position
Document ID

MOC ASIS RFP

Document Owner
Issue Date

28 Dec 2014

Last Saved Date

Saturday, 16 July 2016

File Name

RFP V11

Document History
Version

Issue Date

Changes

Document Review
Role

Name

Review Status

Name

Sign-off Date

Project Manager
Document Sign-off
Role
Project Manager
Senior Responsible Owner/
Project Executive

Contents
ABOUT THIS REPORT ........................................................................................................... 2
DISCLAIMER......................................................................................................................... 2
CONTACT ............................................................................................................................. 2
DOCUMENT CONTROL ........................................................................................................ 3
INDEX OF FIGURES ............................................................................................................ 13
ABBREVIATIONS ................................................................................................................ 15
SECTION C: SCOPE OF WORK .......................................................................................................................... 19
PROJECT ENVIRONMENT OVERVIEW ................................................................................................................. 19
MOC Business Background.................................................................................................................. 19
Telecommunications Market Structure ............................................................................................... 19
Scope of Work ..................................................................................................................................... 20
MOC Responsibilities ........................................................................................................................... 20
General............................................................................................................................................................ 20
Steering Committee Meetings ........................................................................................................................ 20

Detailed Contractor Responsibilities ................................................................................................... 20


Project Management ...................................................................................................................................... 20
Site(s) Survey ................................................................................................................................................... 21
Project Schedule and Milestones .................................................................................................................... 21
Requirements Verification .............................................................................................................................. 21
System Design ................................................................................................................................................. 21
Equipment Delivery ......................................................................................................................................... 21
Contractors Staff Qualifications and Experience & Composition ................................................................... 21
Contractors Staff Expenses and Overhead Costs ........................................................................................... 22
Site preparation and delivery of equipment ................................................................................................... 22
Data Migration ................................................................................................................................................ 22
System Integration .......................................................................................................................................... 22
System Testing ................................................................................................................................................ 22
Installation Design ........................................................................................................................................... 23
Material Supply ............................................................................................................................................... 24
Test Equipment ............................................................................................................................................... 24
Staff Training ................................................................................................................................................... 24
Training ...................................................................................................................................................... 24
Operations and Maintenance Support ............................................................................................................ 25
Documentation ............................................................................................................................................... 25
General............................................................................................................................................................ 25

SECTION D TECHNICAL SPECIFICATION............................................................................................................ 27


SECTION E RESPONSE TO TENDER.................................................................................................................. 27
SECTION F PERFORMANCE BOND .................................................................................................................. 27
SECTION G SUPPLEMENTARY DOCUMENTS...................................................................................................... 27
SECTION F SOFTWARE LICENSE TERMS ........................................................................................................... 27
SECTION I MATERIALS AND PRICES SCHEDULE .................................................................................................. 28
Format................................................................................................................................................. 28
Price table for XXXX System ............................................................................................................................ 30

Second Year Items ........................................................................................................................................... 31


Third Year Items .............................................................................................................................................. 31

SECTION J MAINTENANCE AGREEMENT .......................................................................................................... 32


MAINTENANCE AGREEMENT .............................................................................................................. 32
WARRANTY Terms and Conditions ...................................................................................................... 32
SECTION K OPERATIONAL AGREEMENT........................................................................................................... 33
OPERATIONS AGREEMENT .................................................................................................................. 33

APPENDIX A: TECHNICAL SPECIFICATIONS BILLING ....................................................... 35


MOC BILLING INITIATIVE ............................................................................................................................... 35
Background ......................................................................................................................................... 35
Solution Provider high level Requirements.......................................................................................... 35
Objectives and functional scope ..................................................................................................................... 35
High level functional scope ........................................................................................................................ 36
Current legacy services ........................................................................................................................... 36
Future Products & Services ........................................................................................................................ 36

MOC Billing Project ............................................................................................................................. 37


General Description ........................................................................................................................................ 37
Billing Solution ................................................................................................................................................ 37

Existing Projects .................................................................................................................................. 39


IN Platform Hardware Devices ........................................................................................................................ 39
IN Platform Services ........................................................................................................................................ 39
Prepaid Calling Card (PPC) ......................................................................................................................... 39
Flexible Routing and Charging (FRC) .......................................................................................................... 39
Tele-Voting Service (TVS) ........................................................................................................................... 39
Corporate Mobility Manager (CMM) service ............................................................................................. 39

MOC Services....................................................................................................................................... 40
CURRENT BILLING SYSTEM - OVERVIEW ............................................................................................................ 41
Introduction ........................................................................................................................................ 41
National Billing System ....................................................................................................................... 41
International Billing............................................................................................................................. 42
Billing - General ................................................................................................................................... 42
Rating .................................................................................................................................................. 42
Data Flow & Interfaces ....................................................................................................................... 43
Interface with POS .......................................................................................................................................... 43
Interface with Cash Collection ........................................................................................................................ 43
Interface with the network (switches), Operations & Maintenance ............................................................... 43
Interface with GSM Operators ........................................................................................................................ 44
Interface with Financial Institutions ................................................................................................................ 44
Interface with MOC (Ministry of Communication) and various Institutions ................................................... 44
Interface to Call Center Agent Information System ........................................................................................ 44

NEW BILLING SYSTEM REQUIREMENTS.............................................................................................................. 44


Introduction and Definition ................................................................................................................. 44
Business Rationale .......................................................................................................................................... 44
Timing ............................................................................................................................................................. 45
Business Requirements ................................................................................................................................... 45
Requirements Compliance Definition ............................................................................................................. 45
Bidder Compliance Documentation ................................................................................................................ 46

Compliance Matrix ..................................................................................................................................... 46


Questions to Be Answered......................................................................................................................... 46

General Planning and Management Requirements ............................................................................ 47


Planning and Management Approach ............................................................................................................. 47
General ...................................................................................................................................................... 47
Relationship, Project Management and Control ........................................................................................ 47
Commercial Off The Shelf (COTS) Products..................................................................................................... 48
Existing Projects .............................................................................................................................................. 48
Service Level Agreements (SLA) ...................................................................................................................... 49
Delivery ........................................................................................................................................................... 49
Key Roles .................................................................................................................................................... 49
Solution Provider Organization .................................................................................................................. 49
MOC Organization ..................................................................................................................................... 50
Presentation .................................................................................................................................................... 50
Overview .................................................................................................................................................... 50
Roles .......................................................................................................................................................... 50

Special Business Requirements ........................................................................................................... 51


System Integrator Role.................................................................................................................................... 51
Data Migration & Cleansing Role .................................................................................................................... 52
Bulk Operations Support ................................................................................................................................. 52

Billing Solution Functional Requirements ............................................................................................ 52


Introduction .................................................................................................................................................... 52
Requirements Table ........................................................................................................................................ 53

Operational and Performance Requirements ..................................................................................... 79


System Administration .................................................................................................................................... 79
Back-up Requirements .................................................................................................................................... 79
Data Archiving Requirements ......................................................................................................................... 79
Help Facility ..................................................................................................................................................... 80
User Interfaces ................................................................................................................................................ 80
Security ........................................................................................................................................................... 80
System Availability .......................................................................................................................................... 80
Response Times .............................................................................................................................................. 80
Checkpoint/Restart ......................................................................................................................................... 81
Audit Trails/Control ......................................................................................................................................... 81
Environments .................................................................................................................................................. 81
Arabic Language Requirement ........................................................................................................................ 82
General ...................................................................................................................................................... 82
Data fields .................................................................................................................................................. 82
System Administration ............................................................................................................................... 82
Reports ...................................................................................................................................................... 82
Sizing .......................................................................................................................................................... 82
Benchmarking ................................................................................................................................................. 84
System and Data Accessibility ......................................................................................................................... 84

System Architecture requirements ...................................................................................................... 85


Platform .......................................................................................................................................................... 85
Open System requirement .............................................................................................................................. 85
Distributed Processing .................................................................................................................................... 86
Disaster Recovery............................................................................................................................................ 86
MOC Enterprise Network ................................................................................................................................ 86

Implementation Requirements ........................................................................................................... 87

Introduction .................................................................................................................................................... 87
Project Approach ............................................................................................................................................ 88
Project staffing ................................................................................................................................................ 89
Phased Implementation .................................................................................................................................. 89
Acceptance Testing ......................................................................................................................................... 89

Training, Transfer, Know How Requirements ..................................................................................... 90


Training Programs This covers ALL systems provided in the Tender ............................................................ 90
Transfer of Know-How .................................................................................................................................... 91
Documentation ............................................................................................................................................... 91

Support & Maintenance Requirements ............................................................................................... 92


Basic support and maintenance requirements ............................................................................................... 92
Hardware Maintenance and Support .............................................................................................................. 93
System Software Support ................................................................................................................................ 93
Application Software ....................................................................................................................................... 93
Help Desk ........................................................................................................................................................ 93
Related Training .............................................................................................................................................. 94
Related Documentation .................................................................................................................................. 94

Preferred Vendors ............................................................................................................................... 94


SYSTEM ARCHITECTURE DIAGRAMS .................................................................................................................. 94
Current System Architecture ............................................................................................................... 94
Standards Overview ............................................................................................................................ 95
Business Process Framework (eTOM) ............................................................................................................. 95

Solution Architecture Diagram .......................................................................................................... 104


SERVICE PROVIDER INFORMATION.................................................................................................................. 104
Introduction ...................................................................................................................................... 104
Information Related to the Proposed Solution .................................................................................. 105
Overview of Main Components .................................................................................................................... 105
Development History of the Proposed Solution ........................................................................................... 105
Road Map of Proposed Solution ................................................................................................................ 105
Ownership ..................................................................................................................................................... 105

APPENDIX B: TECHNICAL SPECIFICATIONS INTERCONNECT BILLING .......................... 107


Introduction and MOC overview ....................................................................................................... 107
Current MOC Environment ........................................................................................................................... 107

Purpose ............................................................................................................................................. 108


Interconnect Billing Scope ................................................................................................................. 108
Solution Requirements ...................................................................................................................... 109
General Requirements .................................................................................................................................. 109
Functional Requirements .............................................................................................................................. 109
System Architecture and Sizing Requirements ............................................................................................. 115
System Security Requirements ..................................................................................................................... 119
System Integration Requirements ................................................................................................................ 120
Project Implementation Requirements ......................................................................................................... 123
System Operation and Support Requirements ............................................................................................. 123

Solution Design ................................................................................................................................. 126


Compliance Statement ...................................................................................................................... 126
Compliance Matrix ........................................................................................................................................ 127

Response to RFP ................................................................................................................................ 127

APPENDIX C: TECHNICAL SPECS IVR, CALL CENTRE, DQ101, CRM & PORTAL ............. 127
Purpose of this Request for Proposal ................................................................................................ 127
Project Objectives.............................................................................................................................. 128
Business Strategy .......................................................................................................................................... 128
Systems ......................................................................................................................................................... 129

Project Planning Requirements ......................................................................................................... 129


Analysis Phase ............................................................................................................................................... 129
Design Phase ................................................................................................................................................. 130
Implementation and Release Management .................................................................................................. 130
Issue and Change Management .................................................................................................................... 130
Risk management .......................................................................................................................................... 131
Software Quality Review Process .................................................................................................................. 131
Testing ........................................................................................................................................................... 131

Requirement Extension ..................................................................................................................... 132


Project Duration ................................................................................................................................ 132
Maintenance and Operations SLA ..................................................................................................... 132
PROJECT SPECIAL SPECIFICATIONS ................................................................................................................... 132
Systems and Interfaces ..................................................................................................................... 132
Call Center & IVR with VoIP technology ........................................................................................................ 133
Directory Inquires (DQ 101)........................................................................................................................ 133
CRM............................................................................................................................................................... 133
Portal and mobile applications for accessing CRM, DQ101 and Billing services ........................................... 134

Functional Requirements .................................................................................................................. 134


Scope ............................................................................................................................................................. 134
Functionalities and Activities ........................................................................................................................ 135

Reporting .......................................................................................................................................... 137


Training ............................................................................................................................................. 139
TECHNICAL REQUIREMENTS .......................................................................................................................... 140
Data Migration Process .................................................................................................................... 140
Logging and Monitoring ................................................................................................................... 141
Security and Encryption .................................................................................................................... 141
Interfaces .......................................................................................................................................... 141
Business Continuity ........................................................................................................................... 142
System Languages............................................................................................................................. 142
BILL OF QUANTITIES .................................................................................................................................... 143
COMPLIANCE STATEMENT ............................................................................................................................ 144
APPENDICES .............................................................................................................................................. 144
IVR Requirements .............................................................................................................................. 144
VoIP Call Center Requirements.......................................................................................................... 148
Directory Queries (DQ 101) Requirements ..................................................................................... 150
CRM Requirements............................................................................................................................ 152
Main Operational Flows ................................................................................................................................ 152
Trouble Ticket and Complaints Operational Flows (Service Requests) ......................................................... 154
CRM Call Center Operational Flows ........................................................................................................... 155
Functional Entities......................................................................................................................................... 156
Customer Account......................................................................................................................................... 158
Customer Account Additional Fields ............................................................................................................. 160

Billing Account .............................................................................................................................................. 160


Billing Account Additional Fields ................................................................................................................... 162
Invoice ........................................................................................................................................................... 162
Contact .......................................................................................................................................................... 163
Address ......................................................................................................................................................... 165
Interaction..................................................................................................................................................... 166
Interaction links ............................................................................................................................................ 169
Trouble Ticket and Complaints (Service Request) ..................................................................................... 169
Trouble Ticket and Complaints Status Values ............................................................................................... 171
Call Center CRM Integration Functionalities .............................................................................................. 172

Portal and mobile apps. for accessing CRM, DQ101 and Billing services .......................................... 173
Fault Resolution SLA .......................................................................................................................... 178
System Languages............................................................................................................................. 178
Provided Services .............................................................................................................................. 180

APPENDIX D: TECHNICAL SPECS REVENUE ASSURANCE & FRAUD MANAGEMENT .... 188
PROJECT GENERAL SPECIFICATIONS ...................................................................................................... 188
Industry Overview ............................................................................................................................. 188
Revenue Assurance & Fraud Management Systems ......................................................................... 189
Control Points for Revenue Assurance .......................................................................................................... 190
Classification of some kinds of systems used in Revenue Assurance ............................................................ 193
Revenue assurance System (RAS) ................................................................................................................. 195
Fraud Management System (FMS) ................................................................................................................ 196

SPECIAL SPECIFICATIONS ................................................................................................................... 197


Ministry of Communications (MOC) Business Case ...................................................................................... 197
MOC Telecommunications Revenue Streams (Products) .............................................................................. 198
Problems in the Kuwait operations ............................................................................................................... 200
MOC Network(s) ........................................................................................................................................... 201
Operators ................................................................................................................................................. 201
Fixed Line Operator ................................................................................................................................. 201
Mobile Carriers ........................................................................................................................................ 201
MOC Network Diagram ................................................................................................................................. 203

Project Objective ............................................................................................................................... 204


Project Scope ..................................................................................................................................... 205
Revenue Assurance System (RAS) Scope....................................................................................................... 205
Fraud Management System (FMS) Scope ..................................................................................................... 205

TECHNICAL REQUIREMENTS .................................................................................................................. 206


General Requirements ...................................................................................................................... 206
Business Requirements ..................................................................................................................... 206
Revenue Assurance System Requirements - Minimum ..................................................................... 206
Suggested RAS Runtime Schedule ................................................................................................................. 210

Fraud Management System Requirements ....................................................................................... 211


Suggested FMS Runtime Schedule ................................................................................................................ 213

DRAWINGS & ARCHITECTURE........................................................................................................................ 214


Suggested RA System Architecture ................................................................................................... 215
Suggested FM System Architecture................................................................................................... 216
PROJECT PLAN ........................................................................................................................................... 217
Detailed Project Plan ......................................................................................................................... 217

Data Cleansing Plan .......................................................................................................................... 217


TECHNICAL COMPLIANCE STATEMENT ............................................................................................................. 217

APPENDIX E: TECHNICAL SPECIFICATIONS WORKFLOW & DOCUMENT MANAGEMENT


......................................................................................................................................... 231
PROJECT GENERAL SPECIFICATIONS ................................................................................................................. 231
Purpose of this Request for Proposal ................................................................................................ 231
Project Objectives.............................................................................................................................. 231
Business Strategy .......................................................................................................................................... 232
Systems ......................................................................................................................................................... 232

Project Planning Requirements ......................................................................................................... 232


Analysis Phase ............................................................................................................................................... 233
Design Phase ................................................................................................................................................. 233
Implementation and Release Management .................................................................................................. 233
Issue and Change Management .................................................................................................................... 233
Risk management .......................................................................................................................................... 234
Software Quality Review Process .................................................................................................................. 234
Testing ........................................................................................................................................................... 235

Requirement Extension ..................................................................................................................... 235


Project Duration ................................................................................................................................ 235
Maintenance and Operations SLA ..................................................................................................... 236
Training ............................................................................................................................................. 236
TECHNICAL REQUIREMENTS .......................................................................................................................... 237
Collection, Scanning and Uploading Process..................................................................................... 237
Logging and Monitoring ................................................................................................................... 237
Security and Encryption .................................................................................................................... 237
Interfaces .......................................................................................................................................... 238
Web Service based interfacing ...................................................................................................................... 238

Business Continuity ........................................................................................................................... 238


System Languages............................................................................................................................. 239
BILL OF QUANTITIES .................................................................................................................................... 239
COMPLIANCE STATEMENT ............................................................................................................................ 240
Compliance Statement ...................................................................................................................... 240
Remarks ............................................................................................................................................ 240
APPENDICES .............................................................................................................................................. 241
Key System Requirements ................................................................................................................. 241
Workflow Requirements ................................................................................................................... 245
Search Functionality Requirements ................................................................................................... 247
Document Viewer Requirements....................................................................................................... 249
Integration and Customization Requirements .................................................................................. 249
Document Scanning Requirements ................................................................................................... 250
Reporting Requirements ................................................................................................................... 251
Fault Resolution SLA .......................................................................................................................... 252
System Languages............................................................................................................................. 253

APPENDIX F: MOC SLA GUIDELINES ................................................................................ 255


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ABBREVIATIONS.......................................................................................................................................... 255
SERVICE LEVELS DETAILS .............................................................................................................................. 258
STANDARD SUPPORT PROCESS ...................................................................................................................... 259
INCIDENTS DETAILS ..................................................................................................................................... 259
Critical Priority Incidents ................................................................................................................... 259
Major Incidents ................................................................................................................................. 260
Minor Incidents ................................................................................................................................. 260
Low Incidents .................................................................................................................................... 261
Response times ................................................................................................................................. 261
OPERATORS MINIMUM SLA LEVELS .............................................................................................................. 262
GOLD SLA PENALTY .................................................................................................................................... 263
MAINTENANCE & OPERATIONS ...................................................................................................................... 264
SYSTEMS MANAGEMENT .............................................................................................................................. 265
Systems, network Management & monitoring ................................................................................. 265
Performance Reports ........................................................................................................................ 265
HELPDESK ................................................................................................................................................. 266
Customer Service Center ................................................................................................................... 266
Service Operations Center ................................................................................................................. 266
CORRECTIVE MAINTENANCE ......................................................................................................................... 267
Fault management process & response times .................................................................................. 267
Spare parts ........................................................................................................................................ 268
PREVENTIVE MAINTENANCE.......................................................................................................................... 268
Scheduled Maintenance .................................................................................................................... 269
Preventive Maintenance visits .......................................................................................................... 269
VENDORS SERVICE DEMARCATION ................................................................................................................. 270
MUTATION OPTIONS ................................................................................................................................... 271
Site Survey ......................................................................................................................................... 271
Installation ........................................................................................................................................ 272
Move ................................................................................................................................................. 273
De-installation ................................................................................................................................... 273
AVAILABILITY & PENALTY CALCULATION: GOLD LEVEL ........................................................................................ 275
Availability calculation ...................................................................................................................... 275
Penalty calculation ............................................................................................................................ 276

APPENDIX H: MOC SYSTEMS INTEGRATION ................................................................... 278


DEFINITION AND ROLE ................................................................................................................................. 278
SYSTEMS INTEGRATION LIFE CYCLE PHASES AND ACTIVITIES ................................................................................ 278
SYSTEMS INTEGRATION APPROACH ................................................................................................................ 279
SYSTEMS INTEGRATION AUDIT TRAIL .............................................................................................................. 281
SYSTEMS INTEGRATION QUALITY ASSURANCE ................................................................................................... 282
MOC EXPECTATION .................................................................................................................................... 282

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Index of Tables
Table 1: Table of Abbreviations ........................................................................................ 18
Table 2: Price structure per system .................................................................................. 30
Table 3: Price structure per optional system .................................................................... 31
Table 4: Price structure for second year items ................................................................. 31
Table 5: Price structure for third year items..................................................................... 31
Table 6: Vendor Presentation structure ........................................................................... 51
Table 7: Billing Requirements Table ................................................................................. 75
Table 8: Billing future services .......................................................................................... 77
Table 9: Systems Requirements ........................................................................................ 79
Table 10: MOC Details ...................................................................................................... 84
Table 11: Interconnect Functional Requirements .......................................................... 115
Table 12: Interconnect System Architecture and Sizing Requirements table ................ 118
Table 13: Interconnect Security Requirements .............................................................. 120
Table 14: Interconnect System Integration Requirements ............................................ 123
Table 15: Interconnect Implementation Requirements ................................................. 123
Table 16: Interconnect Operational and Support Requirements ................................... 126
Table 17: Sample of a BOQ Table ................................................................................... 143
Table 18: IVR Requirements............................................................................................ 147
Table 19: VOIP Call Center Requirements ...................................................................... 150
Table 20: DQ-101 Requirements .................................................................................... 151
Table 21: CRM Minimum Requirements........................................................................ 154
Table 22: Trouble Ticket and complaints operational flow - Service Requests.............. 155
Table 23: CRM Call Center Operational Flows ................................................................ 156
Table 24: CRM Functional Entities .................................................................................. 158
Table 25: CRM Customer Account Details ...................................................................... 160
Table 26: CRM Customer Account Additional Fields ...................................................... 160
Table 27: Billing Account Details..................................................................................... 162
Table 28: Billing Account Additional Fields ..................................................................... 162
Table 29: Invoice fields details ........................................................................................ 163
Table 30: Contact Fields Details ...................................................................................... 165
Table 31: Client Address details ...................................................................................... 166
Table 32: CRM Interaction field details .......................................................................... 169
Table 33: Interaction Links details .................................................................................. 169
Table 34: Trouble Ticket and complaints - Service Request ........................................... 171
Table 35: Trouble Ticket and Complaints status values and fields ................................. 172
Table 36: CRM Call center integration functionalities .................................................... 173
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Table 37: Portal and Mobile Apps for accessing CRM, DQ and Billing Services ............. 177
Table 38: Fault Resolution - SLA...................................................................................... 178
Table 39: System Supported Languages ......................................................................... 179
Table 40: System Provided Services table ...................................................................... 187
Table 41: Kuwait Mobile Carriers.................................................................................... 201
Table 42: RA System Requirements - Minimum ............................................................. 210
Table 43: Suggested RAS Runtime Schedule .................................................................. 211
Table 44: Fraud Management System Requirements .................................................... 213
Table 45: Suggested FMA Runtime Schedule ................................................................. 213
Table 46: Detailed Project Plan milestones .................................................................... 217
Table 47: Technical Compliance Table ............................................................................ 230
Table 48: Workflow and Document Management BOQ - suggested ............................. 240
Table 49: Key System Requirements - Workflow ........................................................... 244
Table 50: Additional workflow and document management requirements .................. 246
Table 51: Workflow Search functionality requirements ................................................ 248
Table 52: Document viewer Requirements .................................................................... 249
Table 53: Workflow integration and customization requirements ................................ 250
Table 54: Document Scanning Requirements ................................................................ 251
Table 55: Workflow Reporting Requirements ................................................................ 252
Table 56: Workflow Fault Resolution Requirements ...................................................... 253
Table 57: Workflow Supported System Languages ........................................................ 254
Table 58: Service Level Agreement Details ..................................................................... 259
Table 59: Performance Report per Operator service level ............................................. 265
Table 60: Time definitions .............................................................................................. 275
Table 61: Penalty calculation of RS Availability example ............................................... 276
Table 62: Penalty calculation of CP Availability example ............................................... 276

Index of Figures
Figure 1: Current MOC System Architecture .................................................................... 95
Figure 2: Business Process Framework (eTOM) ............................................................... 97
Figure 3: The Business Process Framework Operations (OPS) Processes ........................ 98
Figure 4: Level 2 Operations (OPS) Processes .................................................................. 99
Figure 5: An example of Level 3 Operations (OPS) Processes ........................................ 101
Figure 6: The Business Process Framework Strategy, Infrastructure & Product (SIP)
Processes......................................................................................................................... 101
Figure 7: Level 2 Strategy, Infrastructure & Product (SIP) Processes ............................. 102
Figure 8: The Business Process Framework Enterprise Management (EM) Processes .. 103
Figure 9: Solution Architecture Diagram ........................................................................ 104
13

Figure 10: Interconnect layout ....................................................................................... 108


Figure 11: Telecom Revenue Streams ............................................................................ 189
Figure 12: MOC & Telcos Leakages Potentials ............................................................... 190
Figure 13: Revenue Assurance control points ................................................................ 190
Figure 14: Revenues Assurance main elements (blocks) ................................................ 195
Figure 15: Fraud Management System and how it fits................................................... 196
Figure 16: Revenue Assurance and Fraud Management for Telecom Industry ............. 197
Figure 17: Revenue Leakage Points among Mobile Operators ...................................... 199
Figure 18: Current MOC Network ................................................................................... 203
Figure 19: RA System Architecture (can be replaced by vendors own) ........................ 215
Figure 20: Fraud Management System Architecture (can be replaced by vendors own)
......................................................................................................................................... 216
Figure 21: Vendor Maintenance process (Standard Level Template) ............................ 274
Figure 22: Systems Integration Implementation strategy .............................................. 281

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