Club Assist Metro Retail EPOS Response From Telstra · Metro Retail EPOS RFP Response Commercial‐in‐Confidence ‐3‐ Technology Solutions that let you do what you do best Transforming

Metro Retail EPOS RFP Response

Commercial‐in‐Confidence ‐1‐

Technology Solutions that let you do what you do best

Club Assist Metro Retail EPOS

Response

From

Telstra




Proposal Terms & Conditions This budgetary proposal is subject to the following terms and conditions: Validity of Proposal The pricing and information contained in this proposal is indicative only and may change. This proposal is not an offer capable of acceptance and, once finalised, will be subject to contract. This proposal is valid until 30th June 2009. Some or all of the prices in this proposal may be subject to Telstra’s Our Customer Terms and may change from time to time. Confidentiality Statement The contents of this proposal and any documents provided to you as part of this proposal is the commercially valuable confidential information of Telstra and may only be used by you for the purpose of evaluating this proposal. It must not be disclosed to any third party without Telstra’s prior consent, unless required to do so by law. Telstra makes no representations or warranties as to the accuracy or completeness of any information provided to you as part of this proposal. You must make your own assessment of the information and satisfy yourself as to its accuracy and completeness. Intellectual Property Telstra and its suppliers retain ownership of all intellectual property subsisting in the contents of this proposal and any documents provided to you as part of this proposal. Technical Appraisal The prices and services in this proposal are based on Telstra’s current understanding of your requirements. Technical appraisal by Telstra may be required. If additional design and construction work is required to provide service (i.e. installation of network infrastructure), further costs may apply and will be advised to you before commencement of work. Telstra reserves the right to recover any GST or other transactional taxes. Tax Statement Unless otherwise expressly stated, all prices in this proposal are exclusive of GST and other transactional taxes (including value added taxes, charges, withholding taxes, duties (including customs duty and stamp duty), excise, sales tax and other similar taxes) which may be imposed by any taxing authority where the services are being delivered.




Transforming Telstra Telstra is aiming to give customers a personalised, seamless experience that makes it easy for them to do what they want, when they want. To achieve this vision Telstra’s 5 year transformation strategy includes plans to modernise Telstra’s networks and to provide greater integration of Telstra’s businesses and services. We will introduce new generation services and rationalise legacy services. We will discuss these developments with you as the review of our services continues and more details are announced. ©2008 Telstra Corporation Limited ABN 33 051 775 556




1. Executive Summary .......................................................................................................... 6

1.1. Our approach to mobilise your business ................................................................. 6 1.2. Our Team ................................................................................................................. 7

1.2.1. DBSA ................................................................................................................ 7 1.2.2. WARP Systems................................................................................................. 8

1.3. Proposed Solution.................................................................................................... 8 1.3.1. Features and Options .................................................................................... 10 1.3.2. Application Summary .................................................................................... 10

1.4. Commercial Summary............................................................................................ 11 1.5. Risk and Support Summary.................................................................................... 12 1.6. Why Telstra ............................................................................................................ 12

1.6.1. Performance.................................................................................................. 12 1.6.2. Partnership and Risk Management ............................................................... 12 1.6.3. Technology .................................................................................................... 13 1.6.4. Purpose.......................................................................................................... 13 1.6.5. People............................................................................................................ 13

2. 2. Technology overview.................................................................................................. 14 2.1. Requirements understanding – acknowledgement............................................... 14 2.2. Connectivity Methodology..................................................................................... 16

2.2.1. Benefits of IP Wireless................................................................................... 17 2.3. Mobility Server....................................................................................................... 17 2.4. Application Updates............................................................................................... 18 2.5. Security and control procedures............................................................................ 18 2.6. Application response times.................................................................................... 18 2.7. Supported technical architecture .......................................................................... 18

2.7.1. Hardware....................................................................................................... 18 2.7.2. Software ........................................................................................................ 19 2.7.3. Operating system .......................................................................................... 19

2.8. Preferred strategic technical environment............................................................ 19 2.9. Programming language .......................................................................................... 19

3. Project Management ...................................................................................................... 20 3.1. Methodology.......................................................................................................... 20 3.2. Project Interaction (With Client Project Team) ..................................................... 21 3.3. Change Control ...................................................................................................... 21 3.4. Solution Testing and Quality Management ........................................................... 23 3.5. Project team staffing.............................................................................................. 24 3.6. Timings ................................................................................................................... 25

4. Support ........................................................................................................................... 26 4.1. Operational Helpdesk Support............................................................................... 26 4.2. Application Staging and Loading............................................................................ 27 4.3. Application Support, Maintenance and Changes .................................................. 27

5. Commercial Investment.................................................................................................. 28 5.1. Professional Services.............................................................................................. 28 5.2. Hardware Investment ............................................................................................ 29 5.3. Summary of Investment for 120 Users on a 3 Year Total Cost of Ownership ....... 30

6. References ...................................................................................................................... 32 7. Appendix A ‐ Project Status Reporting Template ........................................................... 33




8. Appendix B ‐ M3 Sky and O’Neil Printer Details ............................................................. 33 9. Appendix C ‐ Application Loading and Staging ............................................................... 33 10. Appendix D – Mobility Platform Functions and Features .......................................... 34




1. Executive Summary Telstra, through its Wireless Application Services Partner Program (WASPP), has developed exclusive partnerships with the best of breed application developers in the market to deliver and support mobility solutions to our Enterprise and Government customers. Telstra’s mobility solutions offer an “end to end “solution by bringing together software development, network access, professional services, support and devices to enable you to mobilise, automate, streamline and standardise your field processes. Telstra, the largest ICT provider in Australia, provides the mobility leadership with unmatched wireless and wired network infrastructure in Australia and world‐class mobility experience and capability to mobilise your business. Our mobility solutions give you a single point of vendor accountability to simplify project planning, development, deployment and support. Throughout the delivery process of the mobility solutions, our skilled and experienced mobility experts will collaborate with you to:

• Understand your current business process for field force and identify the pain‐points • Determine how a mobility application can enhance your business process and

address the pain‐points • Develop a commercial proposition and business case that meets your capital and

operational requirements • Deploy and integrate the solution into your business

1.1. Our approach to mobilise your business

Telstra has developed an iterative solution development process to understand a company’s business processes, their challenges and pains in relation to their current processes, defining ways of utilising mobile computing to relieve the pain and enhance whir current business process and delivering a solution not only on time and within budget but more importantly delivering the benefits that Telstra have proposed and with the built in flexibility to rapidly adapt the solution as the business needs change in the future. Telstra uses PPDM (Project Program Delivery Methodology) a subsidized version of PMI methodology that has been altered and tuned to be able to successfully deliver mobile application (Enterprise Mobility Solutions) projects for our customers through the engagement of best of breed Solution Partners. Telstra’s PPDM solution delivery model for EMS takes into account the customer expectation and to make sure that project visibility and management is simple and accountable and hence the approach to project delivery is done by setting phase gates for overall solution delivery. PPDM provides a management framework for consistent quality management of external customer solutions and includes solution design, implementation/project management and service management components. PPDM contains supporting repositories to manage




“Change Management, Configuration Management, Risk Management and Release Management” for overall rollout of EMS solution.

1.2. Our Team

Telstra provides a single point of contact and accountability from business requirements gathering to ongoing training and support through our mobility experts. Telstra’s mobility experts take a hands‐on collaborative approach to planning, developing, deploying and supporting customised or off‐the‐shelf mobility solutions. With the business mobility know‐how, out mobility experts will provide in‐depth due diligence analysis to minimise your risk and maximise your return of investment. Telstra will engage two of its partners, (DBSA and WARP), to ensure the highest quality of the final deliverable.

1.2.1. DBSA

DBSA Pty. Ltd. is a market leader in providing Information and Communication Technology solutions to the retail, manufacturing and field service industries. DBSA has delivered a consistently high quality of service to its customers for more than 30 years and continues to innovate in bringing new efficiencies to their businesses. Providing business application software to small, medium and large organisations, DBSA consistently finds itself at the forefront of technology, leveraging innovative solutions to the benefit and satisfaction of their clients.

Plan Do Check Act

Define the Project

Implement the Plan

Plan the Project

Monitor the Plan

Adjust the Plan

Complete the Project

Understand the Business Requirements

Change Control Process




Today, DBSA combine extensive business application knowledge with over 15 years experience in the mobile computer arena, supplying professional services in project management, software development, consulting, network administration and systems architecture. For more than 15 years, DBSA has delivered systems tailored to mobile workforces. Working with mobile sales and field services, DBSA continues to innovate in delivering mobile solutions leveraging Java and .NET to provide applications for the Research In Motion Blackberry, Palm and Microsoft Pocket PC mobile platforms. DBSA takes a solution integration approach to its mobile solutions. It has always been clear that mobile systems need to integrate with back‐end processes, to which DBSA supplies expert integration services. Having a wealth of development experience helps DBSA to deliver enterprise quality systems for any form factor.

1.2.2. WARP Systems

Warp Systems have been in the rugged mobile computing business for 14 years. They have pre/post subject matter expert representation in Sydney, Melbourne and Brisbane. We have specialists in vertical segments including Retail, Supply Chain Logistics, Field Sales, Field Service and Infrastructure. They offer value add service offerings that include software staging, operating system validation, asset management, enhanced repair/fix services, stock management/supply. These are life cycle management services that extend the Telstra EMS solution offering into the customer’s enterprise as a fully supported and managed serviced solution. In the past we have serviced some of Australia’s most respected company’s including Woolworths, Toll, Sydney Airport, Metcash, David Jones, IBM, Fujitsu, Brambles.

More recently as a supplier to Telstra they have partnered with the Telstra sales teams to provide product and support for the following customers, Norfolk Group, Bunnings, Champion Compressors, Signature Security, Club Assist and various Government agencies around Australia.

1.3. Proposed Solution

Telstra’s Enterprise Mobility Solution (EMS) is an end‐to‐end solution, encompassing the following five components. Telstra provides a single point of accountability across all solution components. • Customised Application Development: Telstra partners with best in breed system

integrators to design, develop, implement, integrate customised mobile applications designed to support client specific business processes. The developed solution conforms to Microsoft compliant standards enabling Club Assist to utilise internal resources to manage the solution into the future with further enhancements.




The proposed solution is based on a .net framework with all IP rights being placed with Club Assist after commercial deployment. The solution meets all the field process requirements of Club Assist as well as the following mobility platform features:

o SQL Server Compact on Device database

DAO Persistence Objects Connection Factory Data Life Cycle management Windows Merge Replication Data Encryption/Decryption

o HTTPS Request Module o PUSH Listener o Data Compression/Decompression o Data Delta update

Last Device Update Data update timestamp

o PUSH content to device o HTTPS Request/Response Module o RESTful Web Service for Device Requests o Active Directory User Authentication o Data Compression and Decompression Alternatives may be available to the above technology, which may lower the Professional Services costs, and they have been outlined in Appendix E. The Professional Services quote provided is based on delivering a fully functional mobility platform including the features above.

• Flexible Commercial Models: Telstra provides our customers with flexible models to invest in their mobile solutions that support both operational and capital expenditure models.

• Network: Australia’s largest fully integrated national IP network. Telstra Next G™ network is the largest and fastest national mobile network in Australia – and together with the Telstra Next IP™ network forms Australia’s largest fully integrated national IP network.

• Devices: Telstra has proposed the M3 Mobile Sky device, one of two certified NextG

data capture devices (the other being the Motorola MC75). Telstra has selected this device because of its greater suitability to user adoption based on its ergonomics as well as its modular nature, which allows Telstra to provide a “fit for purpose” device.

• Support: Telstra is in the unique position to offer Club Assist a support proposition that

encompasses a single contact point for all queries relating to their Metro Retail POS solution delivered by Telstra (For this solution Telstra will only provide technical software support within the warranty period) . Telstra also provides user and administration training to assist you in deploying the solution within your organisation.




1.3.1. Features and Options

The envisaged end solution will be robust and fully‐scalable as the business grows over the life of the application. This will be achieved by utilising a proven set of tools and processes along with highly‐scalable infrastructure software, for example, Microsoft SQL Server and the Microsoft .Net Framework. Microsoft Synchronization Services for ADO.NET 1.0 provide the ability to synchronize data from disparate sources. Rather than simply replicating a database and its schema, the Synchronization Services application programming interface (API) provides a set of components to synchronize data between data services and a local data store. Applications are increasingly used on mobile clients, such as laptops and devices that do not have a consistent or reliable network connection to a central server. It is crucial for these applications to work against a local copy of data on the client. Equally important is the need to synchronize the local copy of the data with a central server when a network connection is available. The Synchronization Services API, which is modelled after the ADO.NET data access APIs, gives you an intuitive way to synchronize data. It makes building applications for occasionally connected environments a logical extension of building applications where you can count on a consistent network connection. This will ensure that data presented to the mobile user will be current provided that the device is within coverage of the network and, if not, then re‐synchronisation of any changes both at the back‐end and at the device will take place as soon as the device is back in coverage. To maintain referential data (e.g. Club Details, Parts information, Warranty details, etc.), a browser‐based back‐end solution will be developed using a Microsoft .Net Web solution. With in‐built highly secure multi‐factor logon authentication, this will allow secure and graded maintenance of referential data as required. As well, data may be imported from external sources as required. Any changes to this data will automatically flow to the devices as required and with respect to the current state of coverage for the device.

1.3.2. Application Summary

The envisaged end solution will be robust and fully‐scalable as the business grows over the life of the application. This will be achieved by utilising a proven set of tools and processes along with highly‐scalable infrastructure software, for example, Microsoft SQL Server and the Microsoft .Net Framework. Data synchronicity between the device and the back‐end will be maintained and assured by a process of “guaranteed” delivery. OR use of an automatically synchronising device Database (e.g. Sybase Lite). This will ensure that data presented to the mobile user will be current provided that the device is within coverage of the network and, if not, then re‐synchronisation of any changes




both at the back‐end and at the device will take place as soon as the device is back in coverage. To maintain referential data (e.g. Club Details, Parts information, Warranty details, etc.), a browser‐based back‐end solution will be developed using a Microsoft .Net Web solution. With in‐built highly secure multi‐factor logon authentication, this will allow secure and graded maintenance of referential data as required. As well, data may be imported from external sources as required. Any changes to this data will automatically flow to the devices as required and with respect to the current state of coverage for the device.

1.4. Commercial Summary

Telstra is proud to offer Club Assist a solution, to your Metro EPOS requirements, which is fully designed, developed and supported by Telstra and their partners. This solution will cost less than $ 11.79 (inc GST) per device per day in Year 1, $ 2.95 (inc GST) per device per day for Year 2. Thereafter Club Assist will own all the device hardware and costs incurred will equate to $1.42 (inc GST) per day. These costs include the following:

• Professional Services relating the design, build and delivery of the Metro EPOS solution:

Design Phase:

• Project Management • Screen Prototypes • Functional Specification • Project Plan • Scope of Work

Develop and Deploy Phases:

• Project Management • Application Development • System Integration (between the Mobile Application and eConnect) • Functional and Application Testing • Solution Deployment • User Manual Documentation • Risk Mitigation • User and IT Training (train the trainer methodology)

• Relating to the device hardware and carriage: • Purchase of M3 Mobile Sky device • O’Neil Printer and accessories • 3 Year warranty on the O’Neill printer • 3 Year M3 Mobile Manufacturers warranty. • 2 Year support through Telstra’s Helpdesk.




• 1 GB of data per user (Standard Telstra Mobile Broadband terms and conditions apply)

• Accessories listed below in the sections below. • Basic Service on repair and warranty services. • Application Loading and Staging Services.

The proposed Telstra solution is made available to Club Assist with the understanding that the purchase from Telstra of the handheld devices and associated services is mandatory.

1.5. Risk and Support Summary

In order to provide maximum support to Club Assist to successfully deliver and manage their Metro EPOS solution, Telstra has provided a single relationship for the:

• Management of the design, build and delivery of the application solution. • Operational Support for the application within the warranty period (Club Assist can

engage directly with Telstra’s partner DBSA for support after this period). • Operational Support for the solution hardware and wireless connectivity.

This structure mitigates the risk associated with delivering these complex solutions by assigning a single accountable partner to deliver and support this solution. In so doing Club Assist doesn’t need to manage multiple SLAs with multiple vendors or implement a complex support and escalation model to identify the accountable partner when required.

1.6. Why Telstra

Telstra is offering our customers a unique relationship to build, deliver and support mobile applications within their organisation through a single relationship for all components of the solution. The value of this relationship to our customers is based on 5 key principles.

1.6.1. Performance

You can leverage our proven performance and expertise in mobility ‐ the largest field workforce mobility implementation in APAC (7K workers), and over 15 years of experience delivering mobility solutions to Enterprise and Government customers – to drive efficiency and effectiveness through your operations.

1.6.2. Partnership and Risk Management

Telstra provides commercial stability to our relationship with customers giving them knowledge that we will be providing support to their existing solution and strategies well into the future. Working with best‐of‐breed partners, we provide you with a single point of contact to simplify the project planning, development, deployment and ongoing support.




Partnering with Telstra in mobility means you minimise your risk while maximising the return on your investment through a single relationship with Telstra.

1.6.3. Technology

Our solution gives you all the elements you need to build a system uniquely suited to your business, and can evolve with your business as you evolve in the future. We will bring it all together for you ‐ software, services, devices, support and an unmatched wireless and wired network infrastructure in Australia.

1.6.4. Purpose

We work with you to implement the right mobility solution across your organisation today while enabling your organisation to leverage our continued investment in the evolution of mobility.

1.6.5. People

Our wireless experts have the business mobility know‐how to provide in‐depth due diligence and analysis to design and create a low risk, strategic solution that fits your unique business, and. a commercial proposition that addresses your operational and capital expenditure challenges – all to get you up and running quickly




2. 2. Technology overview

2.1. Requirements understanding – acknowledgement

All code and intellectual property created for this solution are owned by Club Assist Agreed. Telstra and its partners relinquish all Intellectual Property rights for application solutions developed under the RFP for Club Assist. The developed solution conforms to Microsoft compliant standards enabling Club Assist to utilise internal resources to manage the solution into the future with further enhancements. The application must be able to support future addition of automated job entry details Complies. The application will retrieve all data from a staging database that may be populated in a manner of Club Assist’s choosing. The application refers to a local data source and will synchronise information periodically with a central data service Complies. The system architecture has three (3) data sources. The structure enables the contractor to process work on the PDA whilst not being connected to the Mobility server, e.g. out of wireless range. The three data sources are

1. Club Assist’s backend database – currently Great Plains This is the primary business data source and all information from services and sales performed by the contractors would be passed back to Great Plains via eConnect at regular intervals.

2. Mobility server – intermediate datastore The middleware server controls the flow of data between the mobile PDA device in the field and the business backend database. The middleware server will cache for performance improvements all of the systems Reference data, e.g. customer details, product details, codes, etc. This data can be maintained by the “middleware” web application or can be updated from the Great Plains application, as required according to the configurable life cycle rules. The Reference data is pushed to the devices as the data changes. Data collected on the mobile device via sales and service activities is synchronised back to the Mobility server and pushed to the backend database.

3. Local PDA data source The data source on the PDA will be comprised of two (2) types of data Reference data – static data; only updated when changes occur on the Mobility server, e.g. customer details, product details, codes




Transactional data – details collected from each sale or service processed; this data is sent back to the Mobility server for validation and on‐processing to the backend Great Plains database via eConnect.

The application requires a centralised administration tool for data manipulation and application settings administration Complies. The application will be developed with three (3) components

1. Mobility Layer This will cover the Mobile client developed for the WM PDA the primary application as described in the RFP and a server component to control PDA authentication and dataflow between the Mobility server and the WM PDA

2. Web Application This will be an application accessed via a web URL that will provide facilities to maintain all Reference data, review job status, allocate jobs to contractors, etc

3. Integration Tasks This will consist of application tasks that are scheduled to occur at specified intervals, on demand, or in real‐time, for retrieving data from and sending data to the Great Plans backend system

The application will operate on a Windows Mobile operating system Complies. The application will be developed using Microsoft .Net C# The Software Requirements are:

1. Microsoft Windows Mobile 6.1 Smartphone SDK (Optional for developing the Smartphone application)

2. Microsoft .Net Compact Framework 2.0 SP1 The application must support multiple sales channels and be coded as such Complies. The RFP calls for multiple sales channels, i.e. Batteries and Parts. The channel will form a basic component of the database. The application must be created to for future additional sales channels Complies. The application will initially support the two channels from the RFP and though the application will cater for additional sales channels the processing rules may vary for new channels and so require application modification, i.e. the two nominated sales channels have different processing requirements.




2.2. Connectivity Methodology

Club Assist use Great Plains to store all their business data. The proposed solution will allow Field Workers to use a custom‐designed application running on a mobile device to receive and update data held in Great Plains while in the field. The solution is developed and delivered using an EMS middleware platform that manages communication with the device fleet. The following diagram shows the Mobile Application interfacing with Great Plains within the Club Assist Network via NextG, IP Wan, the Mobility Server and eConnect. A web based Mobility Server Management Tool is also shown communicating with the Mobility Server.

The device uses Next G for its data connectivity taking advantage of its superior coverage, reliability and speed to ensure data is transported safely and efficiently. The Mobility Server with which the device communicates is installed within the Club Assist network so that it can interface with eConnect directly. The device requires an IP data connection to the Mobility Server in order to receive and update data. The IP Wireless solution is secure because it uses RADIUS authentication controlled by Club Assist, and is restricted only to Telstra mobile services with the telstra.corp APN. Additional security could be applied by creating a dedicated Access Point Name (APN) for Club Assist, or by implementing restricted topology so that mobile users can only route to specific IP addresses such as the internal IP address of your Mobility Server. The IP Wireless connection provides an authenticated private network connection between the device and Club Assist’s IP data network. In addition, the middleware can provide application level security via SSL encryption of the data messages and user authentication of the connection to the Mobility Server. The Mobility Server can integrate into AD for user authentication or even use local accounts.




2.2.1. Benefits of IP Wireless

Club Assist will benefit from a unified network perspective, with seamless integration into their IPWAN network. Some of the features of utilising a Windows mobile device as an access into IP Solutions are:

• National Coverage: Telstra’s Next G™ mobile network is available to 99% of the population, covering 2 million sq km.

• Secure: Mobiles access into IP Solutions does not utilise the public Internet for carriage of data between end‐devices and the customer’s IP Solutions network. All IP traffic carried over the radio links is encrypted to ensure all end‐user data is secure.

• Improved Availability: Mobiles access into IP Solutions utilises L2TP technology enabling traffic to be re‐directed to a backup IP Solutions PE Router in the event the Primary PE Router should fail. End‐users are able to connect back into their network after re‐authentication.

• Access Rates: technologies provide higher speeds into the IP Solutions network • RADIUS Server: Telstra provides the customer with mobiles access the option to

either purchase a Telstra Managed RADIUS solution or to manage their RADIUS server independently.

• Web Portal: Customers who opt for the Telstra Managed RADIUS server are able to make their own changes via an Internet Web Portal. This gives customers the ability to manage their end‐user credentials without the operational costs associated with managing a RADIUS server themselves.

• IP Addressing: Telstra can support either dynamically assigned IP addresses or statically assigned IP addresses for mobiles access.

• Address Pool Support: Customers with dynamically assigned IP addressing to end‐users may opt to have IP Addresses allocated from single (default) pool or alternatively, allocated from multiple pre‐defined pools.

• Restricted Topology: Restricted Topology into IP Solutions is fully supported allowing customers to limit or restrict IP traffic entering the network based on IP address, application or both.

• DNS & WINS: IP Solutions supports both DNS and WINS IP addresses.

2.3. Mobility Server

The application uses a “middleware” server which synchronises all messages between the server and mobile device. Message delivery is guaranteed until the message is acknowledged as being received. The sender will continue to push the message until the sender receives an acknowledgment response from the receiver. The “middleware” server synchronises data between itself and the backend system – this can be via WebServices, database triggers, intermediate flat (CSV) files, etc.




2.4. Application Updates

The client application will be notified when an updated version is available. The middleware server will then notify the user via email, SMS, or application message where the updated version can be downloaded from. The user is then required to browse to the specified URL and download the updated CAB file. Once the CAB file is downloaded the user can install it. The installation process will be automatic and perform the update with no user interaction. Before the user installs the updated client application it is recommended that all transactional processes are completed.

2.5. Security and control procedures

Security is very tight and can be configured based on overall need. Administrator functions are server based and come with the high level of security expected from server environments. The mobile clients must be authenticated against the mobility server when the application is deployed this consists of a username and a sophisticated password generated by the mobility server – this authentication is unique for every mobile device. Every time the application is activated on a device a login process is activated. The login credentials are built into the system based on the client’s requirements.

2.6. Application response times

Most functions have good response times. Having large look‐up tables can be slower depending on search criteria. The client application performance is also depended on the deployed device, devices with small memory footprint and a slower processor will cause the client application to perform poorer. Both the middleware server and client application are designed and developed to achieve the maximum performance achievable within the environmental constraints.

2.7. Supported technical architecture

2.7.1. Hardware

Server Client architecture with support for clustering Multiple servers can be configured to run in clustered mode to provide fail‐over and load balancing. Then if one server fails, the next server takes over as a disaster recovery method. To enable server clustering, it is necessary to modify the main messaging configuration file on each server that is a member of the cluster. Each cluster of servers that are running on the same network must use a unique multicast IP.




2.7.2. Software

It is an event‐driven, Services‐Oriented Architecture (SOA) platform that sustains the core principles of the dynamic Information Technology (IT), thus, delivering business process rich applications for the mobile workforce. Backend integration support is handled using Web Services, ODBC and other adapters. Three‐tier is a client‐server architecture in which the user interface, functional process logic ("business rules"), computer data storage and data access are developed and maintained as independent modules, most often on separate platforms. The three‐tier model is considered to be software architecture and a software design pattern. Apart from the usual advantages of modular software with well defined interfaces, the three‐tier architecture is intended to allow any of the three tiers to be upgraded or replaced independently as requirements or technology change. For example, a change of operating system in the presentation tier would only affect the user interface code.

2.7.3. Operating system

Microsoft® Windows® 2000, Microsoft® Windows® 2003 Server, Microsoft® Windows® 2008 Server, Sun Solaris 8, Sun Solaris 9, Red Hat Linux 4, SUSE® Linux 9.3, or Ubuntu Linux 6.0.6

2.8. Preferred strategic technical environment

Microsoft® Windows® 2003 Server and SQL Server 2005 with Clustering, this environment has proven to be the most stable and robust environment for the Middleware Server providing 24/7 availability.

2.9. Programming language

Microsoft .Net C# / Sun Java J2SE 6.0, J2EE 1.4 Software Requirements are:

• Microsoft Windows Mobile 6.1 Smartphone SDK (Optional for developing the Smartphone application)

• Microsoft .Net Compact Framework 2.0 SP1 • Microsoft .Net Framework 3.5 SP1 • Sun Java JDK 6 update 11 • IIS 6.0 or Apache Tomcat 6.0 Web Server




3. Project Management

3.1. Methodology

Telstra uses PPDM (Project Program Delivery Methodology) a subsidized version of PMI methodology that has been altered and tuned to be able to successfully deliver mobile application (Enterprise Mobility Solutions) projects for our customers through the engagement of best of breed Solution Partners. Telstra’s PPDM solution delivery model for EMS takes into account the customer expectation and to make sure that project visibility and management is simple and accountable and hence the approach to project delivery is done by setting phase gates for overall solution delivery. PPDM provides a management framework for consistent quality management of external customer solutions and includes solution design, implementation/project management and service management components. PPDM contains supporting repositories to manage “Change Management, Configuration Management, Risk Management and Release Management” for overall rollout of EMS solution.

Plan Do Check Act

Define the Project

Implement the Plan

Plan the Project

Monitor the Plan

Adjust the Plan

Complete the Project

Understand the Business Requirements

Change Control Process




There are 4 Phase gates defined for EMS project lifecycle with each phase having specific define deliverables for overall successful solution delivery. Stage 1: Initiate Phase (Concept)

• The primary output of this stage is the Project Charter Document, which captures all of the information required to begin planning and scope definition for the Project

Stage 2: Planning & Design Phase (Solution Definition)

• The ultimate success of the Project will be determined by the quality of the thought and planning that is carried out before a single line of code is written. Experience has proven that effective planning ultimately reduces both the time and expense of the solution development and testing process. A detailed specifications analysis, when complete forms the basis of any subsequent development and testing.

• Primary outputs of this phase are – Solution Prototype, Functional Specification, PMP (Project Management Plan) and Project Schedule Baseline

Stage 3: Manage Phase (Solution Implementation)

• This is the core Build and Test Phase, User Acceptance will form the core deliverable of this phase.

Stage 4: Execute Phase (Operations)

• This is the final stage of the project where solution rollout into production environment will be planned along with any necessary user training and handover into BAU support.

3.2. Project Interaction (With Client Project Team)

Under the PPDM project delivery methodology Telstra Project Management will coordinate with Client’s PM and will provide the requested updates once the Project is formalized. Telstra uses Weekly and Fortnightly forums (Agreeable with client) to update on project status and utilizes a status reporting template (See Appendix A) to report on the overall project status and as well track/address all the issues as part of this forum. To assist with overall reporting and communication a communication plan will also be agreed with Client as part of the Project Management Plan (PMP) which also defines the overall Project Organization structure, Project Escalations, Project Quality Testing, Risk and Issue Management process and the level of information to be delivered to all the stakeholders and at what intervals and/or frequency.

3.3. Change Control

Telstra utilizes simple yet stringent process on change management and uses the Plan‐Do‐Check‐Act structure during the projects which comes into play from the day Functional Spec is signed off and base lined. To effectively manage the changes to scope and as well to




control any risks associated with the change management processes are followed by the book.

As part of the Project Management Plan (A deliverable in during Planning and Design Phase) change management methodology is agreed in coordination with the Client and the solution provider to make sure all stakeholders agree to the overall approach, as well the members of the CCB (Change Control Board) are defined

Once the project kick‐off occurs a Change Board will be defined and all changes raised during the project are individually tracked and follow an approval process which takes in considerations the following

- Relevance of the Change Request

- Impact on Time and Cost

- Impact on Scope and Quality

- Importance of the change request

If deemed necessary a PSG (Program Steering Group) forum will be established to make sure all stakeholders have an equal say on the change request specifically where the change request have a high risk or have a high time and/or cost impact to the project.

To control the change management process as part of the process all changes to the project must first be raised as an issue and on evaluation a Change Control document will be logged which will be assessed for Time/Cost impact and as well a agreement will be made with NRMA project board as to how many change request should be catered during a single week or in a fortnight.

Once a change is approved if there is a necessary time impact the project schedule will be updated and will be Re‐baselined for approval from business.

Below is the change management process typical to all EMS projects that would be applied to this Project.




Business Identifies Change Request

Change Request Identified as a result of Technical Issue

Raise Issue as part of Status Review Forum

Review Issue and categorize of the issue identified is a Change Request

Submit Change Request

Assess whether Change Request is worth Investigating

Document & communicate

Analyse impact:- Cost- Schedule- Quality- Risk

Approve CR ? Document & communicate

Document & communicate

Test and Implement Change

Accept / Reject

Accept / Reject

Accept

Note: Any other documents which have impact as a result of the Change Request will also be Re‐baselined.

3.4. Solution Testing and Quality Management

Quality Management forms the core of PPDM methodology to make sure that the solution delivered along with the supporting process caters to customer’s quality requirements and expectation.




Telstra in coordination with the solution provider runs internal testing procedures to identify all the necessary defects in the solution (in reference with the functional Specification) and aims to provide a UAT build that is as much stable as possible. Once a UAT build is provided Telstra team provides assistance to client to make sure a UAT testing plan is in place. To provide assistance in recording the issues found during the UAT process access to a JIRA (A bug tracking system) is provided where in once the UAT starts on agreed schedule basis the defects are reviewed with the client and a build is provided with defect fixes till the successful completion of UAT phase

3.5. Project team staffing

Building this solution will require that you provide a project manager, a network administrator and appropriate development resources to oversee and understand the application being developed. Telstra will make use of the following include qualification and experience in similar projects for any staff provided to this project. • Arun Satyanarayana (Telstra) – Project Delivery Manager

o 11 years of IT experience with 6 years primarily managing and delivering large and medium scale project utilising PMI project methodology and accustomed to other methodologies.

o Currently exclusively delivering mobility solutions as part of Telstra Mobility Solutions Team and formulating processes to deliver successful projects – total of 10 projects

• Dan Buckman – Senior Consultant

o 44 years IT experience, 37 in developing and delivering business IT solutions o The last 5 years exclusively delivering mobile solutions to field workforce

• Yair Weizman – Development Manager

o 15 years IT experience, o 8 delivering mobile solutions

• Vishal Kumar – Senior Developer

o 5 years experience in developing and delivering mobility applications

• Eldin Dracic – Developer o 3 years experience in developing and delivering mobility applications

If required staff profiles can be provided.




3.6. Timings

Throughout the design and development of the project Club Assist resources will be given an appropriate level of involvement to ensure they are comfortable when taking control of the solution at project’s end.




4. Support Telstra has a dedicated wireless applications helpdesk where qualified data technicians will offer troubleshooting and support over the phone to your helpdesk or support organisation. All components of the solution delivered by Telstra will be managed by this support helpdesk, with resolution priority given to wireless connectivity issues. Issues relating to application functionality (within warranty) and hardware will be supported by qualified application technicians. If replacement handheld device hardware is required, this will be arranged through our qualified application technicians.

4.1. Operational Helpdesk Support

Telstra is in the unique position to offer Club Assist a support proposition that encompasses a single contact point for all queries relating to their Metro Retail POS solution delivered by Telstra. The structure of the supports is as follows:

Level 2 – Telstra will take calls from the Club Assist helpdesk for issues relating to wireless connectivity, application functionality and hardware operation. Level 3 – If Telstra is unable to solve any connectivity or hardware issue, Telstra will manage to resolution with the manufacturer until resolution. Telstra will also arrange for replacement hardware to be dispatched to the location requested by Club Assist (within Australia and New Zealand).

As Telstra is not charging Club Assist any software maintenance or licence charges we are unable to provide support for software design and performance issues outside of the warranty period. For this support see point 3 below. The Telstra Support helpdesk is available for both Australian and New Zealand Users through the following access numbers and operating hours: Australian Users: Call Telstra’s Wireless Data Support on 1800 728 918 Operating Hours: Business Days, Monday – Friday 8am EST to 6pm WST. New Zealand Users: Call Telstra’s Wireless Data Support on 0800927779 Operating Hours: Business Days, Monday – Friday 8am NZT to 6pm NZT. Telstra will not be able to support any connectivity issues that occur in New Zealand.




4.2. Application Staging and Loading

Telstra will ensure that all handheld devices that are dispatched to field users have been fully tested and configured to meet the solution specifications. This includes:

• Loading and testing of the latest version POS application on the device. • Testing and set up of the wireless communication protocols • Inserting of the SIM Card and removal of the PIN (optional) to ensure that the device

is ready to use. This service is available to both New Zealand and Australian field users.

4.3. Application Support, Maintenance and Changes

As Telstra is not charging Club Assist any software maintenance or licence charges for this solution, Club Assist is free to make updates to the application either through internal resources or engaging our partner DBSA directly.




5. Commercial Investment This Section is divided into 3 Sections:

• Professional Services Description • Hardware and Carriage Description • Summary of Investment for 120 Users on a 3 Year Total Cost of Ownership

The pricing contained in this proposal is indicative only and may change. This proposal is not an offer capable of acceptance and, once finalised, will be subject to contract. The pricing listed under “Hardware Investment” is valid for the procurement for Australian Users. Hardware for New Zealand users will need to be separately quoted.

5.1. Professional Services

The indicative cost to design, build and deliver the Mobile POS application is detailed below. The application is accompanied by a 90 day warranty commencing from the day of UAT acceptance. This indicative cost is strictly limited to the scope outlined in section 2.1 above can vary depending on what Club Assist will decide to include or exclude in the Functional Specification as well as the complexity of the integration into eConnect. A fixed price work order will be delivered after completion of the Design Phase.

• The indicative cost of the Professional Services is $123,600.00 (inc GST) • The final Professional Services cost will be determined at the end of the Design

Phase of our engagement together with a detailed Implementation Plan and Scope of Work.

Professional Services Payment Milestone Summary:

Milestones Pricing (inc GST) Design Phase $20,000.00 Build Phase Completed – UAT Commenced $50,000.00 UAT Completed $25,600.00 Solution Commissioned $13,000.00 Warranty Period Expired $15,000.00

Total $123,600.00 * Indicative cost, range may vary. Revised indicative cost to be provide at the end of the Design Phase




Telstra will provide the following services for this investment to Club Assist: Design Phase:

• Project Management • Screen Prototypes • Functional Specification • Project Plan • Scope of Work

Develop and Deploy Phases:

• Project Management • Application Development • System Integration (between the Mobile Application and eConnect) • Functional and Application Testing • Solution Deployment • User Manual Documentation • Risk Mitigation • User and IT Training (train the trainer methodology)

5.2. Hardware Investment

The purchase of the handheld device (M3 Mobile Sky) is highlighted by the following characteristics:

• 2 Year subsidy plan with an upfront payment and 24 monthly payments where Club Assist own the hardware after 2 years.

• Monthly charge which include: o 3 Year M3 Mobile Manufacturers warranty. o 2 Year support through Telstra’s Helpdesk. o 1 GB of data per user (Standard Telstra Mobile Broadband terms and

conditions apply) o Accessories listed below o Basic Service on repair and warranty services. o Application Loading and Staging Services.

Telstra is recommending the purchase of the M3Mobile Sky Device for the use by the Club Assist field users. These devices are certified on the Telstra NextG network and are super slim, rugged mobile data device; with an entry level configuration rugged device with a Telstra Certified HSDPA modem 1D Laser Scanner and Bluetooth. The M3 Mobile Sky devices come with the following accessories:

• Windows Mobile v6.1 • USB Charging Cradle • USB Synchronisation Cable




• 2 x Batteries – Lithium Ion 2200mAhs • AC Power Supply and Power Cable • 3 X Stylus and Tether • M3 Direct Cigarette Lighter Cable for charging (Directly to the device) • M3 Leather Holster Case

• Headset

Telstra’s hardware partner, WARP Systems, have recommended Oneil Printer, MF2t, Bluetooth, Swivel portable printer. This printer has been included in this proposal but will be sourced directly from WARP Systems. The selected printer has included it its investment an in‐vehicle charger and a 3 Year manufacturers warranty.

5.3. Summary of Investment for 120 Users on a 3 Year Total Cost of Ownership

Below is a list of the one‐off charges to be incurred by Club Assist for the end to end deployment of the Metro EPOS solution. All charges are included GST.

Once Off ChargesUnit Price Total

Proffesional Services 112,365.00$ 123,600.00$ M3 Handheld Device 1,100.00$ 132,000.00$ O'Neill Printer 1,094.50$ 131,340.00$

Total Once Off Charges 386,940.00$

Below is a list of the monthly charges to be incurred by Club Assist for the end to end deployment of the Metro EPOS solution, on a 24 month commitment. All charges are included GST.

Monthly Charges on 24 mnth PlanPer Device Total

Monthly Plan Fee 89.80$ 10,776.00$ Annual Charge 129,312.00$

The monthly charges include:

o 3 Year M3 Mobile Manufacturers warranty. o 2 Year support through Telstra’s Helpdesk. o 1 GB of data per user (Standard Telstra Mobile Broadband terms and

conditions apply) o Accessories listed below o Basic Service on repair and warranty services. o Application Loading and Staging Services.




Below is a summary of the total solution investment (inc GST) over a three year period.

Cost Summary - 3 Year Plan

Year 1 Year 2 Year 3 - IndicativeOnce Off Charges 386,940.00$ -$ -$ Monthly Charges 129,312.00$ 129,312.00$ 62,179.20$ Total Costs 516,252.00$ 129,312.00$ 62,179.20$

Total Cost per Device 4,302.10$ 1,077.60$ 518.16$




6. References Company Name

Contact Name

Title Contact Details Solution Description

Norfolk Andrew Cross

National Service Manager

[email protected] Application: Field Service application supports 500 users across New Zealand and Australia. Solution includes job dispatch, inventory and time management and billing. Devices: M3 Sky

Signature Security Group

Glen Harris Operations Manager

[email protected]

Application: Field Service and Inspections application supporting technicians who perform security and surveillance infrastructure Devices: M3 Sky

BUNZL Geoff Reid Group Computer Services Manager

[email protected] Application: Field Sales Application to take orders for product that is communicated back to the business in real time. The application is currently deployed to 30 users nationally with another 120 potential users to be added. Devices: Palm Treo Pro.




6. Appendix A ‐ Project Status Reporting Template

7. Appendix B ‐ M3 Sky and O’Neil Printer Details

8. Appendix C ‐ Application Loading and Staging




9. Appendix D – Mobility Platform Functions and Features

<Client Name> – Project Name

Meeting Agenda and Minutes

Page 1 of 3


Meeting Date:

DD/MM/YYYY Time: TT.SSAM/PM to TT.SSAM/PM

Facilitator: <Project Manager Name> Recorder: <Notes Taker Name>

Location: <Telecon Dial In Details here>

Distribution and Attendee List: (X indicates that the member was present; T indicates present via teleconference, @ indicates absent)

# Attendee Name Attendance

Status

1

2

3

4

5

6

7

8

9

Documents to have on hand: Description File Name File Date/Time

Meeting and Agenda Minutes



Page 2 of 3

Agenda:

# Topic Time Frame Start Time 1 Agenda Review 5 Mins TT.SSAM/PM

2 Action Item Review 5 Mins TT.SSAM/PM 3 Project Status Overview 15 Mins TT.SSAM/PM 4 Project Schedule/Tasks review 10 Mins TT.SSAM/PM 5 Issues and Risks Review 10 Mins TT.SSAM/PM 6 CCB Review (Change Control) 10 mins TT.SSAM/PM 7 Roundtable 5 Mins TT.SSAM/PM 8 Meeting Wrap-up --

Annotated Agenda & Minutes: Item Category: A - action D - decision R - action rolled over C - complete N -

note

Topic 1. Agenda Review

Topic 2. Action Item Review

Topic 3. Project Status Overview Purpose: Provide the overall project status to Stake Holders and all team members

Expectation: Stakeholders and Team members provide comments

Project Status <Detail the Color Code of Project Status>

Status

Comment Provide Comment on the Project status

Discussion:

Topic 4. Project Schedule/Tasks review Purpose: Review the overall Project schedule and the upcoming tasks


Discussion:

Topic 5. Issues and Risks Review Purpose: Review/Raise any issues and risks that impact or may impact the project


Discussion: •

Topic 6. CCB Review (Change Control) Purpose: Review any changes in requirement and track changes

Expectation: CCB Approvers provide approval for change to proceed

•

•

•



Page 3 of 3

Topic 7. Roundtable Purpose: Each team member provides an update of relevant information. Expectation: Team members share information.

Other topics of concern are identified and scheduled for future detailed discussion.

• •

Topic 8. Meeting Wrap-Up Expectation: Review action items created during this meeting.

Set future meeting agendas.

Set future meeting schedule.

Future Meeting Schedule

Date Time Location Facilitator

Action Items

Open Action Items

AI #

Create Date

Action Item Assigned Target Date

Closed Action Items

AI #

Create Date

Action Item Assigned Target Date

Issues/Decision Log

# Open Date

Issue Description / Status Assigned Target Date

Risks Log

# Open

Date

Risk Description / Status Assigned Target

Date

Project Estimate

Component Works Involved

Windows Merge Replication

Warranty InvoiceSales

Job NotesJob HistoryDisclaimer

Jump Start

Jump Start

PartsWarranty

Recharge

Unit TestingSQL Server Compact on Device database

DAO

Customer Referrals

Mobile Screens

Setting up development environmentSetting up source code repositorySetting up backup of backend environment

Research & Investigation

Component

System Design DocumentationDesign Web Services / ClientDefine Schema

Mobile Device

Create scripts and populate test data

New Zealand Batteries

Sign InWork Order

List ScreenDetails Screen

Batteries

System Specification & Design:

Database MS SQL 2005

Time Estimate: Project Requirements

Administration Project Administration

Information Gathering WorkshopFunctional Specifications

Travel Expenses

System Analysis and Design

Club Assist - Mobile Field Service

Requirements: Server, Mobile Device, Operating EnvironmentModel / Version / Release

Additional PeripheralsWindows Mobile 6.1 Yes - Printer

Data Life Cycle management

Application Build Phase:

Persistence ObjectsConnection Factory

Development Environment

Windows Mobile Client

No Sale

Warranty InvoiceWarranty

Sales

Date: 18/06/2009 - Time: 1:33 PM Page: 1 / 2

Project Estimate

Set up production environment

Admin Documentation

Last Device Update

ProductionDeveloper Documentation

User Create/Edit/Delete

Active Directory User AuthenticationData Compression and Decompression

Data Delta update

Unit Testing

Unit Testing

Login ScreenUser Administration

User List Screen

Windows Merge Replication

Training System Administration

Testing End to End System TestingUAT - set up test environmentUAT - provide assistance for the UAT

Deployment & PackagingDeployment assistance

Documentation End User Documentation

Data Create/Update/DeleteData Detail Screen

Persistence ObjectsConnection Factory

Browser Application

Reference Data Administration

Data Encryption/Decryption

HTTPS Request Module can be replaced by Active Sync

Data Compression/Decompression

Database IntegrationIntegration to Great Plains DAOMiddleware Server

HTTPS Request/Response Module can be replaced by Active SyncRESTful Web Service for Device Requests

Unit Testing

User Detail Screen

Reduce FULL .Net sync to minimumWindows Merge - req'd with min .Net syncOptional data compression/encryption

PUSH Listener

Data List Screen

Audit transaction

In-House Subject Matter ExpertEnd Users

Data update timestampPUSH content to device

Date: 18/06/2009 - Time: 1:33 PM Page: 2 / 2