CUSTOMER CARE - customs.gov.my Requirement... · iii. There are gaps identified between CCC SOP and actual call centre manpower capacity e.g., unavailability of Quality Officer and

CUSTOMER CARE

uCustoms

SYSTEM REQUIREMENT STUDY

31st March 2014 / Issue 2.0

Issue 2.0 Page 1 of 63

RMCD - uCustoms Confidential System Requirement Study uCustoms.30.01.01

DOCUMENT CONTROL

Prepared by: Quality Assured by: Reviewed by: Verified by:

__________________

__________________

__________________

__________________

Huzaifah Dzulkifli

Nadirah Musa

Suhaibah Musa

Wan Zulhanif Wan

Ahmad Kamar

Taufik Hassan Razman Md Zaki

Software Engineer Quality Engineer Project Manager Project Director

Approved by:

__________________________________

Tuan Mohd Nor Hisyam Bin Mohd Arshad

Supporting Module Team Lead

Distribution List:

Company’s Name Recipient’s Name

Royal Malaysian Customs

Department (RMCD)

Project Management Office

Brilliance Information Sdn. Bhd.

(Brinfo)

Project Team

Project Library

Deliverable Item Yes

Configuration Item No



Revision History

Date Issue

Number

Chapter/ Section/

Page Changed

Changes Description Created/ Changes

By

07.03.2014 1.0 First Issue Huzaifah Dzulkifli

Nadirah Musa

26.03.2014 2.0 Change document name

from Gap Analysis

Specification to System

Requirement Study

Edit document style and

formatting to comply

with latest Document

Guideline

Suhaibah Musa

References

None.

Abbreviations

AAAD Avaya Aura Agent Desktop

AACC Avaya Aura Contact Centre

CCC Customs Call Centre

CDN Control Directory Number

COTS Commercial Off-the-Shelf

CPA Cawangan Perhubungan Awam

CRM Customer Relationship Management

DNT DagangNet

DNIS Dialed Number Identification Service

FCR First-Call Resolution

GST Goods and Services Tax

HTTP Hypertext Transfer Protocol



HTTPS Hypertext Transfer Protocol Secure

ICMS Internal Case Management System

IP Internet Telephony

IVR Interactive Voice Response

KLIA Kuala Lumpur International Airport

LMW Licensed Manufacturing Warehouse

MS Microsoft

PABX Private Automatic Branch Exchange

POP3 Post Office Protocol – Version 3

PRI Primary Rate Interface

PSTN Public Switched Telephone Network

PWC Project Working Committee

RMCD Royal Malaysian Customs Department

SLA Service Level Agreement

SME Subject Matter Expert

SMTP Simple Mail Transfer Protocol

SOA Service Oriented Architecture

SOP Standard Operating Procedure

TOT Transfer of Technology

TRS Tourist Refund Scheme

WPKL Wilayah Persekutuan Kuala Lumpur

Definitions

Brinfo Brilliance Information Sdn Bhd

HQ RMCD Headquarters in Putrajaya

ORLIG CRM application that is currently used by CCC



TABLE OF CONTENTS

1. INTRODUCTION .................................................................................................................. 7

1.1 Objective ........................................................................................................................ 7

1.2 Intended Audience .......................................................................................................... 8

1.3 Pre-requisite ................................................................................................................... 8

1.4 Limitation ....................................................................................................................... 9

1.5 Open Issues .................................................................................................................. 10

1.5.1 Existing RightFax Server Maintenance ............................................................... 10

2. DEPENDENCIES, CONSTRAINTS AND ASSUMPTIONS .......................................................... 11

2.1 Dependencies ............................................................................................................... 11

2.1.1 Existing Communication Channels..................................................................... 11

2.1.2 Existing Standard of Procedures (SOP) and Service Level Agreement (SLA) ....... 11

2.1.3 Existing CRM Metadata ..................................................................................... 11

2.1.4 Existing Interactive Voice Response (IVR) Configuration .................................... 12

2.1.5 Workforce Assignment ...................................................................................... 12

2.2 Constraints.................................................................................................................... 12

2.2.1 Number of User Licenses for CRM ..................................................................... 12

2.3 Assumptions ................................................................................................................. 12

2.3.1 Call Volume and Operation Hours ..................................................................... 13

2.3.2 Manpower in Handling Complaints and Enquiries ............................................. 13

2.3.3 Data Source for Migration ................................................................................. 13

2.3.4 Network Connectivity ....................................................................................... 13

2.3.5 Email Integration .............................................................................................. 13

2.3.6 System User Authentication .............................................................................. 14

3. SOLUTION OVERVIEW ....................................................................................................... 15

3.1 IP Telephony and Contact Centre .................................................................................. 15

3.1.1 Solution Overview ............................................................................................. 15

3.1.2 Architecture ...................................................................................................... 16

3.1.3 Infrastructure .................................................................................................... 19

3.2 Call Centre - Case Management System ........................................................................ 21


3.2.2 Architecture ...................................................................................................... 22

3.2.3 Infrastructure .................................................................................................... 23

3.3 Internal Case Management System (ICMS).................................................................... 25


4. GAP ANALYSIS .................................................................................................................. 26

4.1 As Is Process Flow ......................................................................................................... 26

4.2 To Be Process Flow ....................................................................................................... 27

4.3 Implemented using Standard Features .......................................................................... 27

4.3.1 IP Telephony and Contact Centre ...................................................................... 27

4.3.2 Call Centre – Case Management System ........................................................... 29

4.4 Customization Required ................................................................................................ 32





4.5 Report Requirements .................................................................................................... 37



4.6 Integration Requirements ............................................................................................. 41



5. CONCLUSION .................................................................................................................... 43

6. APPENDIX ......................................................................................................................... 44

6.1 Appendix A - RMCD Communication Channel ............................................................... 44

6.2 Appendix B - Service Request Type, Category and Subject ............................................ 45

6.3 Appendix C - Users and Roles ........................................................................................ 49

6.4 Appendix D – As Is Process Flow ................................................................................... 51

6.5 Appendix E - To Be Process Flow ................................................................................... 57

6.6 Appendix F - Avaya Services Description ....................................................................... 59

6.7 Appendix G - Proposed IVR Call Flow............................................................................. 60

6.8 Appendix H – Case Summary and Customer Service Performance Dashboard screenshot 61



LIST OF FIGURES

Figure 3.1-1: Proposed Avaya Aura Solution Architecture (as per Tender Proposal) ...................... 16

Figure 3.1-2: Proposed Avaya Aura Solution Architecture (after review session) ........................... 19

Figure 3.2-1: Technical Solution Architecture of CRM .................................................................... 22

Figure 3.2-2: Proposed Production Server & Network Infrastructure Diagram for RMCD CRM Implementation ............................................................................................................................ 24

LIST OF TABLES

Table 1.3-1: List of Meeting Conducted ........................................................................................... 9

Table 3.1-1: Additional Requirement(s) for Architecture ............................................................... 19

Table 3.1-2: Infrastructure Specification – Initial and Revised ....................................................... 20

Table 3.1-3: Additional Requirement(s) for Infrastructure ............................................................. 21

Table 4.3-1: Standard Features Implemented - IP Telephony and Contact Centre ......................... 29

Table 4.3-2: Standard Features Implemented – Call Centre – Case Management System .............. 32

Table 4.4-1: Features Customization Required – Call Centre – Case Management System ............ 36

Table 4.5-1: List of Report Requirements - IP Telephony and Contact Centre ................................ 38

Table 4.5-2: List of Report Requirements - Call Centre - Case management System ...................... 40

Table 4.6-1: List of Integration Requirements - IP Telephony and Contact Centre ......................... 41

Table 4.6-2: List of Integration Requirements – Call Centre – Case Management System .............. 42



1. INTRODUCTION

Customer Care is one of the modules to be developed as part of uCustoms solution that would

enable customer service management in Royal Malaysian Customs Department (RMCD) to be

carried out more efficiently and effectively. In order to realize this goal, the following objectives

were established:

Ensuring more cases are resolved via First-Call Resolution (FCR) by getting the right

information at the first time which can greatly improve customer satisfaction.

Improving customer service through having a better understanding of customers through

clear visibility of their historical interactions and cases. This module allows user to track

status of customer enquiries and complaints with resolutions and replies to the customers.

This module would leverage Microsoft Dynamics Customer Relationship Management (CRM) and

Avaya Aura Contact Centre (AACC) Solution. These solutions are designed with standard features

and functionality that can be tailored for specific uses.

Therefore, the gap analysis exercise is necessary to surface the gaps between RMCD’s requirement

with the solutions’ capability and to identify the required resolution to bridge these gaps.

1.1 Objective

This document captures the findings and analysis of the gaps between RMCD’s existing processes

and tools vis-a-vis available features in proposed Commercial Off-The-Shelf (COTS) solution. At the

same time, future RMCD’s needs in term of Customs Call Centre (CCC) enhancement are also

taken into consideration in building the gap analysis.

The report focuses on the existing RMCD customer care management in the following aspects:

i. CCC Standard Operating Procedure (SOP),

ii. Customer Care Tools and Application, and

iii. Case Management Process.

It is expected that the result of this study would highlight the gaps and required resolution to

realize the goals of Customer Care module. These inputs would be beneficial for solution design

activities.



The report excludes information about Transfer of Technology (TOT) plan and requirement which

will be covered in Training Plan document by Change Management team.

1.2 Intended Audience

This report is intended for:

RMCD uCustoms Supporting System Team members primarily those who are involved during user

requirement gathering, design and development of Customer Care module.

Customs Call Centre.

Respective RMCD departments which are as follows:

o Bahagian Penguatkuasaan.

o Cawangan Perhubungan Awam.

o Cawangan Integriti.

o Cawangan Teknologi Maklumat.

1.3 Pre-requisite

The gap analysis was conducted through the following session:

i. Gap Analysis Workshop

Gap Analysis workshop was conducted on the 13th, 15th and 16th January 2014 with the

following objectives:

To identify the current processes (“As is” or Current State).

To discuss and agree on the “To be” processes.

To gather feedback and additional requirements to be incorporated in the

proposed solution.

This workshop was attended by business users which represent various RMCD

departments namely:

Bahagian Penguatkuasaan.

Cawangan Perhubungan Awam.

Cawangan Integriti.

Cawangan Teknologi Maklumat.

Besides that, this workshop was participated by solution vendor i.e., Agtiv Consulting

(Agtiv) and Jebsen and Jessen (JJ).



ii. Infrastructure Envisioning Workshop

Infrastructure envisioning workshop was conducted on the 22nd January 2014 by the

uCustoms Infrastructure Team to review the proposed solution architecture and

hardware specifications to be procured against the tender specification.

iii. Meetings

Four (4) meetings were conducted with RMCD Supporting System unit and solution

vendor to resolve issues that were raised during Gap Analysis Workshop. On top of

that, feedbacks and more inputs were solicited from RMCD on the proposed solution.

The meetings are as listed below:

Meeting No Meeting Name Date Conducted

1. CRM/2014/1 Gap Analysis Workshop 13th, 15th and 16th January 2014

2. CRM/2014/2 Post Gap Analysis Workshop 23rd January 2014

3. CRM/2014/3 Site Visit to CCC 28th January 2014

4. CRM/2014/4 Customer Care Specification

Review 7th February 2014

Table 1.3-1: List of Meeting Conducted

iv. Site Visit

A site visit was made to CCC on 28th January 2014 to understand the existing Avaya

infrastructure and obtain relevant reports for call volume analysis.

1.4 Limitation

Numerous limitations were encountered in completing this report which is as listed below:

i. Inadequate information about existing call volume and trending which is due to limited

access to existing Avaya reports. Certain reports are only accessible to users with

higher privilege which is not available to any RMCD users at the moment. Furthermore,

information on call volume reports handled by DagangNet (DNT) is currently not

available to be included in the study.



ii. Scope of service for existing CCC would greatly expand in the future to be in line with

uCustoms implementation e.g., to assist public in dealing with system related issues.

With limited information about the future state of the CCC, the proposed architecture

is built based on certain assumptions and projected call volume to be handled by CCC.

iii. There are gaps identified between CCC SOP and actual call centre manpower capacity

e.g., unavailability of Quality Officer and on-site System Administrator, limited number

of agents etc. This concern would need to be addressed to ensure sufficient resource to

implement future processes.

1.5 Open Issues

1.5.1 Existing RightFax Server Maintenance

The maintenance contract for existing RightFax server is due to expire in February 2014. This issue

may have impact on integration activities. Please refer section 4.6.1.



2. DEPENDENCIES, CONSTRAINTS AND ASSUMPTIONS

This section provides the known dependencies, constraints and assumptions during the gap

analysis exercise.

2.1 Dependencies

Various elements that are dependent on this module design consideration are specified as follows:

2.1.1 Existing Communication Channels

Currently, RMCD received complaints and enquiries through several communication channels –

phone calls, e-mails, e-Aduan website, faxes, letters and walk-in customers. All these complaints

and enquiries are received by either CCC or RMCD officers based at Headquarters, state or station

office. Whenever a case is received by CCC, the agent will register the case in their current CRM

system (refer Appendix A).

2.1.2 Existing Standard of Procedures (SOP) and Service Level Agreement (SLA)

Each division that handles complaints and enquiries has its own SOP and SLA in managing the

cases. In addition, the case escalation might involve several divisions or state offices

2.1.3 Existing CRM Metadata

Current CRM is configured to categorize case based on service type and category only. The service

request types consist of:

i. Import & Export, Industries,

ii. Goods and Services Tax (GST) Related Services,

iii. Internal Tax,

iv. Teknik Services, and

v. Unit Perhubungan Awam/Preventive/PSMK

Refer Appendix B for list of service request types, categories and subjects.



2.1.4 Existing Interactive Voice Response (IVR) Configuration

Current IVR configuration enables customers to choose service request type. Subsequently, the

available agent will be alerted to accept the call. Currently, no skill-based routing is applied in the

configuration.

In the case of any enquiries that can be answered directly, the agent can immediately close the

case. However, for any enquiries or complaints that need to be escalated to the Subject Matter

Expert (SME), more time is required to reply back to the customers.

2.1.5 Workforce Assignment

Several roles are identified which currently involve in handling complaints and enquiries. These

roles are stationed at CCC (Kelana Jaya), and Headquarters (Bahagian Pencegahan dan

Penguatkuasaan and Cawangan Integriti). Responsibilities for each role are discussed further in

Appendix C.

2.2 Constraints

The module’s design consideration would need to be managed around the following limitation:

2.2.1 Number of User Licenses for CRM

Based on the proposal, total user licenses to be acquired is thirty (30) agents. In view of this,

certain process in case management will be implemented outside CRM through internal case

management system. This system will be accessed by users from divisions that handle the case.

They will inform the customer and acknowledge agents to close the case in CRM.

2.3 Assumptions

Following circumstances are anticipated to occur in order for this module to achieve the intended

objectives:



2.3.1 Call Volume and Operation Hours

Currently, CCC is taking an average of one thousand and three hundreds (1,300) calls per month

which it runs from 9.00am to 5.00pm. In 2015, it is expected for the CCC to operate twenty-four

(24) hours a day with wider scope of services.

2.3.2 Manpower in Handling Complaints and Enquiries

It is assumed that the total workforce will be increased in the future to cope with additional

service scopes as well as to cater for twenty-four (24) hours a day operation. In addition, it is

essential for RMCD to provide adequate resources with specialized skills to handle particular

service type.

2.3.3 Data Source for Migration

The customer data to be migrated into CRM will be extracted from existing ORLIG CRM system

with assistance from RMCD. The data file format provided shall be in Microsoft supported file

format (CSV and TXT) and format structure must be the same for all the files. In the event of file

format provided is not supported, assessment will be conducted to determine the efforts required

to convert the file accordingly. In addition, all the data files shall be in extractable condition

without any issues, e.g., data files corruption.

2.3.4 Network Connectivity

The network connectivity is expected to be healthy during the implementation period. During the

servers’ installation activities, Brinfo and RMCD Infra Team to provide the necessary network

access for software installation & configuration.

2.3.5 Email Integration

Brinfo and RMCD Infrastructure team will prepare the Microsoft supported email server (e.g.,

Microsoft Exchange) for email integration. The related service accounts for email integration must

be ready at the early stage after project commencement for email integration configuration.



2.3.6 System User Authentication

Brinfo and RMCD team will provide information about Microsoft Active Directory Server and

provide the necessary service accounts for MSCRM installation.



3. SOLUTION OVERVIEW

Customer Care module consists of three (3) main components namely:

i. IP Telephony and Contact Centre,

ii. Call Centre - Case Management System, and

iii. Internal Case Management System.

3.1 IP Telephony and Contact Centre

This component would be implemented using Avaya Aura Solution.

3.1.1 Solution Overview

This Avaya AURA Solution will provide a full converge Voice and Multimedia Channels functions

without compromising on features or robustness. Apart from the business challenges, RMCD

requirements are put into consideration for a reliable and secure converged network with solution

flexibility for future technology and expansion without major infrastructure changes. Avaya Aura

can help the transformation by simplifying complex networks, reducing infrastructure costs and

improving communications capabilities. The architecture helps meet the needs of RMCD business

users by allowing IT department to rapidly deploy needed applications and capabilities to users

regardless of their location, access device or network.

Avaya Aura is evolutionary, allowing RMCD to re-use existing assets and incrementally add new

capabilities. It allows RMCD to optimize your current network while laying the foundation to move

to a more user centric model.

Avaya Aura comprises of two (2) components namely:

i. Avaya Aura Contact Centre Suite for Midsize Enterprise, and

Delivers a single server deployment of Avaya Aura, making the solution more

affordable, easier to deploy, simpler to manage, and more energy efficient.

Enables real-time communications applications to perform in a virtualized

environment, with the same capabilities they have on dedicated servers.

Includes major enhancements for ease of installation and serviceability.

ii. Avaya Aura Contact Centre.



A context-sensitive, collaborative, voice and multimedia customer contact solution.

Allows enterprises to anticipate, automate, and accelerate customer interactions.

Optionally routes up to six simultaneous multimedia contacts to the most

appropriate resource through a unified agent interface.

Combines historic and real-time contextual information about a customer to

improve the quality of interactions.

Enhances supervisor performance to deliver superior customer experience.

3.1.2 Architecture

The following diagram illustrates the initial high-level design of proposed architecture for IP

Telephony and Contact Centre solution:

Figure 3.1-1: Proposed Avaya Aura Solution Architecture (as per Tender Proposal)

The above architecture had been presented to RMCD business users. Several issues and

requirements were deliberated as follows:



No Issues /

Requirement

Description Resolution Impact

1. Route call to remote

agent (outside CCC) to

handle calls related to

complaint

There are two (2)

RMCD

departments that

currently handle

complaints i.e.,

Bahagian

Penguatkuasaan

and Cawangan

Integriti which

are based in HQ.

To setup the remote

agent and configure

the IVR flow

accordingly.

Bandwidth

requirement of

12Mbps for email

and voice

communication

between HQ and

CCC.

Cost impact -

additional license

required for

remote agent.

Time impact –

additional time

required to setup

remote agent.

2. Connection from

Public Switched

Telephone Network

(PSTN) to Gateway

Gateway can be

connected either

direct to PSTN or

through the

existing Private

Automatic

Branch Exchange

(PABX).

To connect the gateway

direct to PSTN

None

3. Wallboard feature –

enable supervisor to

see real time statistics,

available, calls waiting,

service level, call

offered, appended

and etc.

The wallboard

feature requires

one (1) server

and two (2)

display clients

(PC)

To include Wallboard

feature

Cost impact –

additional cost to

procure server,

application and

wallboard display

client.

Time impact –

additional time to

setup and

configure the

wallboard



No Issues /

Requirement


application and

display.

4. Architecture with High

Availability

It is highlighted in

Tender

specification that

proposed

solution should

support High

Availability

environment

To include additional

hardware and identify

necessary configuration

to enable HA

Cost impact –

additional cost to

acquire additional

servers and

applications.

Time impact –

additional time

allocated to

perform

configuration and

to conduct

additional testing.

5. Total User License Current CCC

capacity is thirty

(30) agents and

five (5)

supervisors. On

top of this, there

will be two (2)

agents based in

HQ that handle

complaints from

public.

To allocate thirty seven

(37) licenses as follows:

CCC: Thirty (30) agents

and three (3) supervisors

HQ: Two (2) agents and

two (2) supervisors

Cost impact –

additional cost to

acquire licenses.

6. No. of Primary Rate

Interface (PRI) lines

Current call

centre system is

connected

through two (2)

PRI lines

To include additional one

PRI interface card to

connect to the second PRI

line. Hence, a total of two

(2) PRI interface cards are

Cost impact –

additional cost to

acquire one (1)

more PRI interface

card.



No Issues /

Requirement


required.

Table 3.1-1: Additional Requirement(s) for Architecture

After incorporating the above requirements, the following diagram depicts the amendments of

high-level design proposed architecture:

Figure 3.1-2: Proposed Avaya Aura Solution Architecture (after review session)

3.1.3 Infrastructure

Following is the initial and amended proposed infrastructure specifications for IP Telephony and

Contact Centre solution:

Item Initial Revised

Avaya Aura Core Communication 22 licenses 37 licenses

With High

Avaya Aura Communication Manager

Avaya Aura Session Manager



Item Initial Revised

Avaya Aura System Manager Availability

Avaya Aura Application Enablement Services

Avaya Aura Contact Center 20 agents,

2 supervisors

licenses

32 agents,

5 supervisors

licenses

Inbound & Outbound Voice Included Included

Multimedia Channel Email, Fax Email, Fax,

Web Chat

Avaya Contact Recorder Included Included

AACC Reporting

Avaya Aura Agent Desktop (AAAD) embedded with soft

phone

Hardware and Equipment

Avaya Midsize Enterprise Server 1 unit 2 units

Avaya G450 gateway with PRI interface card 1 unit 2 units

(with 2 PRI

interface card,

and

1 analogue

interface card)

Wallboard Server None 1 unit

Wallboard Display Client None 2 units

Headset 22 units 37 units

Table 3.1-2: Infrastructure Specification – Initial and Revised

The revised infrastructure specification is based on the revised architecture and following

requirements:

No Issues /

Requirement


1. Fax integration

with contact

centre system

Current contact centre

system is integrated

with fax communication

using RightFax server

version 9.3

To include fax

integration by

leveraging existing

RightFax server. One

(1) analogue interface

card is required for the

Cost impact –

additional cost for one

(1) analogue interface

card.



No Issues /

Requirement


integration

2. Web chat

capability

To include web chat

communication channel

in addition to phone

call, email and fax

To include web chat

capability in proposed

architecture

Cost impact –

additional cost for

web chat

configuration.

Time impact –

additional time to

perform the necessary

development and

configuration.

Table 3.1-3: Additional Requirement(s) for Infrastructure

3.2 Call Centre - Case Management System

This component would be implemented using Microsoft Dynamics CRM Solution.


Dynamics CRM organizes, automates, and coordinates business processes that promote customer

satisfaction and loyalty in the sales, marketing, and customer service fields.

Microsoft Dynamics CRM will empower CCC department with the ability to create, assign, track

and resolve cases via a centralized Case Management tool. Case Management is also a tool for call

centre personnel that provides transparency to the issues and resolutions and with automation,

helps reduce the handling times to the resolution. In the case of Case Management, the CRM

solution will provide the following features:

i. Case Management,

ii. Activities Management,

iii. Customer Profile Management,

iv. Customer Service Management,

v. Reports, Charts and Dashboards,



vi. Data Security Audit Trail,

vii. Email Management,

viii. Organization Calendar, and

ix. Advanced Find Feature.

3.2.2 Architecture

The solution architecture for the proposed system is based on the Microsoft Software Design

Architecture best practice which is multi-tier design, with logical division among the core

components of the system into the Presentation Layer, Application Layer and the Database Layer

as illustrated in the diagram below.

Figure 3.2-1: Technical Solution Architecture of CRM

The Presentation Layer is responsible for interacting with the users, both in retrieving as well as

presenting information. The division of the Presentation Layer with the Application Layer will



result in a more scalable, extendable and expandable system, as the changes made in any layer

will not impact the others.

The Application Layer consists of the web server hosting the Microsoft Internet Information

Services that provides application framework support for Microsoft Dynamics CRM. The

Application Layer is responsible for interacting with the Presentation Layer and to facilitate

information transfer from and to the Database Layer. The Database Layer serves as the storage or

repository system. Isolation of the Database Layer from the Presentation Layer results in higher

security and data integrity for the system.

This architecture is designed with the issues of high availability, scalability, reliability, data integrity

and security taken into considerations.

3.2.3 Infrastructure

The following diagram illustrates the proposed implementation infrastructures for CRM Solution

deployment. The proposed infrastructure and specification are calculated based upon CRM Sizing

Tool.



Figure 3.2-2: Proposed Production Server & Network Infrastructure Diagram for RMCD CRM

Implementation

Based on the Production Infrastructure setup, the following components are crucial and must be

present on the required setup,

Microsoft Dynamics CRM 2013 Server, there will be one (1) instance of Dynamics CRM

2013 server, the application server will be the server of all web traffic (HTTP/HTTPS traffic)

with port 80/443 accessing to the CRM application.

Microsoft SQL Server 2012 Standard Edition, there will be one (1) instance of Microsoft SQL

Server 2012 Standard Edition; the back-end server will be store all the CRM related data

into SQL databases. As for SQL Server Reporting Services with be installed to use SQL

queries to securely retrieve data for reports from filtered view defined by the system. A

network port 80 required to open for users to generate reports.



3.3 Internal Case Management System (ICMS)

This component would replace the existing RMCD e-Aduan application and would be developed on

Microsoft platform.


ICMS is an application that enables the public to lodge complaint on various RMCD matters via the

uCustoms portal. Subsequently, the registered cases are assigned to relevant department or state

office for further action. Authorised RMCD officers may update the status and action taken in

ICMS and public may check the case’ current status or updates via online using case registration

number. For cases that are logged in MS Dynamics CRM by CCC call agents, the corresponding case

status will be updated accordingly whenever there is any update in ICMS.

Note:

1. The proposed solution will leverage on the existing Microsoft Active Directory, for

authentication and authorization, as well as user profile synchronization from the

Active Directory.

2. The proposed solution will leverage on Simple Mail Transfer Protocol (SMTP)

compliance email server (or Microsoft Exchange Server) for email notification / alerts.



4. GAP ANALYSIS

4.1 As Is Process Flow

The As Is process flow was consolidated based on inputs by business users during Gap Analysis workshop. Following tools and applications

are currently being used to facilitate the case management process in RMCD:

a. Avaya Solution which consists of PABX, IVR, Automated Call Distribution and IP Phone:

This solution is utilized by CCC to manage inbound and outbound call efficiently.

b. ORLIG CRM application:

This is a web application that is utilized by CCC to create and manage cases that are received and handled by CCC.

c. CCC Knowledge Base:

This is a web application that is utilized by CCC to ensure consistent and quick resolutions to customers. In addition, it is intended to

be large reserves of relevant information that CCC agents can refer to address customer inquiries.

d. e-Aduan application:

This is a web application that allow public to lodge complaints on various RMCD matters. Subsequently, the registered cases are

assigned to relevant department or state office for further action. Public may check the case’ current status or updates via online

using case registration number. Refer Appendix D for As Is process flow.



4.2 To Be Process Flow

The To Be process flow has been developed based on inputs by business users during Gap Analysis workshop. The As Is processes were

consolidated and streamlined for the To Be process. Refer Appendix E.

4.3 Implemented using Standard Features

4.3.1 IP Telephony and Contact Centre

No Features Description

CC/GAP/001 Avaya Aura Core

Communication HA

It contains 37 licenses with following services:

Avaya Aura Communication Manager.

Avaya Aura Session Manager.

Avaya Aura System Manager.

Avaya Aura Application Enablement Services.

Refer Appendix F: Avaya Services Description

CC/GAP/002 Avaya Aura Contact

Center Midsize HA

The package contains the 32 agent and 5 supervisor licenses

Inbound & Outbound Voice (Preview Outbound).

Multimedia Channel (Email, Web Chat, Fax).

WRO R12 CR (Voice Recording).

AACC Reporting.

Avaya Aura Agent Desktop (AAAD) embedded with soft phone.

CC/GAP/003 IVR Call Flow Categorizing calls into Complain and Enquiry calls (Refer Appendix G: Proposed IVR Call Flow)




CC/GAP/004 Web Chat Channel Provide web chat communication channels for customer to contact CCC with distribution

CC/GAP/005 Email Channel Provide email communication channels for customer to contact CCC with distribution

CC/GAP/006 JJ QDisplay Board Provide real time call centre statistic

CC/GAP/007 Standard Historical

Agent Performance

Report

Activity Code by Agent. Agent Average Calls per Hour. Agent by Activity Code.

Agent by Application Performance. Agent by Skillset Performance. Agent DN Performance. Agent Login/Logout. Agent NACD Activity.

Agent Performance.

Agent Performance by Supervisor. Agent Efficiency. Agent Efficiency by Contact Type. Agent Efficiency by Skillset. Agent Short Calls. Agent Transferred/Conferenced Activity. Not Ready Reason Codes by Agent.

Skillset by Agent Performance. CC/GAP/008 Standard Historical

Others Report

Activity Code by Application. Application by Activity Code. Application by Skillset. Application Delay before Abandon.

Application Delay before Answer.




Application Performance. Control Directory Number (CDN) (Route Point) Statistics. Crosstab - Application Performance.

Crosstab - CDN (Route Point) Statistics.

Crosstab - Skillset Performance. Dialled Number Identification Service (DNIS) Statistics. Music/RAN Route Statistics. Skillset Performance. Skillset Timeline.

Skillset Timeline by Contact Type. Performance Summary Report (Agent/Skill/Contact Centre).

CC/GAP/009 Standard Real-Time

Report

Skillset statistics.

Nodal statistics. Application statistics. IVR statistics.

Route statistics. Agent statistics. Network statistics.

Table 4.3-1: Standard Features Implemented - IP Telephony and Contact Centre

4.3.2 Call Centre – Case Management System


CC/GAP/010 CRM Installation and Base Installation and configuration of the necessary software components onto the production




Configuration servers equipped with the base operating system and network connectivity

CC/GAP/011 User Roles & Privileges Security

Configuration

To setup business unit settings based RMCD organization department structure. Configure security and access matrix for RMCD Microsoft Dynamics CRM users. An authorization hierarchy will be created based on CRM Business Units capability and

the authorization hierarchy will be provided by RMCD. CC/GAP/012 Customer Profile Management To setup a customer profile repository in the proposed solution to supporting

customer profile that supports a single view of customer where all the customer related profile information and interaction history can be viewed in one screen.

To provide 360 degree view of all customers for RMCD, this includes not only profile information, but their relevant cases and other important information that is useful for customer services empowerment in RMCD.

CC/GAP/013 Activities Management To provide the ability of managing activities and to-do management. This shall include - ability for the system to remind/notify the users about the meetings, appointment or tasks scheduled in the calendar.

To provide the ability of managing email communications with customers. This shall include features like - mail merge, emails and the ability to manage email communication history.

CC/GAP/014 Customer Service Management To create, assign, track and resolve cases via a centralized Case Management tool. To provide the ability to track history of activities of the related case. To allow user to add notes and attach files to each case. To allow agent to assign the case to 2nd level support if the agent is unable to resolve

the case.

This module allows users to key notes and attach documents to the related case. CC/GAP/015 Data Import Solution Grab the data files provided by RMCD’s existing backend system to import the selected basic

customer information into the CRM system to show the customer profile information.

CC/GAP/016 Reports, Charts & Dashboard Performance Summary Report.




Customer Service Operation Dashboard. o Activities by Owner and Priority. o Case by Priority (Per Owner). o Case by Type. o Case by Origin / Channel (Per Day). o Case by Priority (Per Day).

Customer Service Performance Dashboard o Service Leaderboard. o Case Resolution Trend (By Day).

Customer Service Representative Dashboard o Case by Channel. o Activities by Month Due. o Activities by Owner and Priority. o Activities by Type.

Case Summary Table Report.

Neglected Cases Report. The reports can be exported to various format i.e., Excel, PDF and Word document

Note: Requirement for Performance Summary Report is catered through the Case Summary and Customer Service Performance Dashboard. Refer Appendix H for screenshot of relevant reports

CC/GAP/017 Email Management Email management will track the email history and convert the email as an activity associated to a case or customer contact.

The email content and subject shall be provided by user. Setup CRM email router component in CRM server to integrate with RMCD email

server. CC/GAP/018 Organization Calendar One (1) set of organization calendar.

Non-working days for the first (1) calendar year based on User Acceptance Test day will be configured.




CC/GAP/019 Advanced Find Feature To enable and configure advanced data searching capability to search and filter customer and

case data based on the available fields in CRM e.g., customer name, customer Id and case

ticket number

CC/GAP/020 Data Security Audit Trail To provide the auditing feature that allows users to track changes made to the data. Users

may keep track of changes made to a record, or by a particular user

Table 4.3-2: Standard Features Implemented – Call Centre – Case Management System

4.4 Customization Required


There is no required customization for this component.


No Features Gap Description Gap Resolution Comments

CC/GAP/021 Customer Service

Knowledge Base

To search for the articles in CCC

Knowledge Base system

Integration with CCC Knowledge

Base system in SharePoint

CC/GAP/022 Case SLA Data

Maintenance

To make changes to SLA The customized solution will

provide the maintenance

module for SLA settings. The




case SLA calculation will be

based on the SLA data that is

being configured inside the SLA

maintenance module

CC/GAP/023 Case Workflow

Automation

To enable case auto escalation to

respective Subject Matter Expert (SME)

Automation of case escalation is

possible based on the case

subject

Business users need to

confirm the SME for

relevant subject

CC/GAP/024 Case Management Input for the subject will be given by the

business users and subjects are

displayed in tree list without having the

agent to type-in

RMCD (CCC & Business User) to

provide list of subjects based on

current ORLIG.

The list will be configured in CRM

CC/GAP/025 Case Management ORLIG has its own prioritization which

may need to be mapped to CRM

To configure the case priority

options in CRM based on current

ORLIG

CC/GAP/026 Case Management RMCD requested to enable an agent to

view other agent's cases but only the

owner of the cases can modify it

Role & security access privileges

to the case data need to be

configured in CRM

CC/GAP/027 Report and Dashboard -

Leaderboard

RMCD requested it will only be viewed

by the authorized users

Role & security access privileges

to the dashboard need to be




configured in CRM

CC/GAP/028 Case Management Propose to standardize process to deal

with cases assigned by HQ, whether to

respond directly to customer and a

carbon copy(cc) to HQ or email the

response to HQ and HQ responds to the

customer which might cause delay

during the process

The To-Be-Process would

promote standard process to

handle cases from HQ

CC/GAP/029 Case SLA Data

Maintenance

Propose to determine the SLA based on

the complexity of the case whether low,

medium or high priority.

To be incorporated into the To-

Be-Process and CRM

CC/GAP/030 Language It is possible for form fields label name

to be displayed in Bahasa Malaysia, but

CRM product buttons and menu text in

English cannot be changed

The form fields label name need

to be customized to show in

Bahasa Malaysia.

CC/GAP/031 Email Integration The Case Number will only be generated

once the case has been created. The

particular officer can trash the junk

emails first before they track the valid

email as Case via CRM Outlook Client

The CRM Outlook Client

component need to be installed

and configured in users’

workstation. The users’

workstation must be in minimum




Windows 7 and above and using

Microsoft Office Outlook 2010

Professional Edition and above

CC/GAP/032 Email Notification To have a standard email template for

the future communication such as an

email to acknowledge receipt of the

customer email.

The email template configuration

feature is available in CRM

Email templates need to be

configured in CRM

CC/GAP/033 Customer Profile

Management – import

users data from

uCustoms/GST/other

application

As of now, it is not required for GST

implementation but the profile would

be needed once the GST tax payer

registration starts in June/July 2014

The caller/customer profile can

be imported to CRM via the Data

Import Solution

CC/GAP/034 Case Management The view can be configured to list

pending cases

The data views (based on the

different filtering criteria) can be

configured and displayed in CRM

using the Advanced Find feature

CC/GAP/035 Case Management Enable call agent to request for time

extension

SLA will be calculated based on

the case type/subject and it will




be auto set to the Due Date field.

The Due Date field can still be

changed by the call agent should

he/she requires more time to

resolve the case. The changes of

the Due Date would be captured

in the Audit History of the case.

RMCD need to advise whether

any approval is required for such

action. If it is required, the

person to approve the extension

also needs to be identified.

Table 4.4-1: Features Customization Required – Call Centre – Case Management System



4.5 Report Requirements


No Report Title Accessed By Input Parameters Output Parameters Comments

CC/GAP/036 Percentage of Calls

Answered by Skillset

Daily, Monthly Date and Skill Tabular: Date, Skill and

Percentage of Calls.

Graphical Report: Skill vs

Percentage of Calls.

Additional Report

CC/GAP/037 Call Volume and

Percentage Service

Level by Skillset

Daily, Monthly Date and Skill Tabular: Date, Skill, and

Percentage Service Level.

Call Answered, and Call

Abandoned.

Graphical Report: Skill vs

Call Answered and Call

Abandoned.

Skill vs Percentage Service

Level.

Additional Report

CC/GAP/038 Call Volume and

Percentage Service

Level Group By Skillset

Monthly Date and Skill Tabular: Month, Skill, Call

Answered and Percentage

Service Level.

Graphical Report: Call

Additional Report




Answered vs Skill Groups.

Percentage Service Level vs

Skill Groups.

Table 4.5-1: List of Report Requirements - IP Telephony and Contact Centre



CC/GAP/039 Ringkasan Aduan

Awam Bahagian

Penguatkuasaan Ibu

Pejabat RMCD

(Mengikut Komoditi)

Tahun <Year>

Yearly Year 1. Summary Listing

Bulan.

Jenis Komoditi (Rokok,

Minuman Keras,

Kenderaan, Dadah

Lain-lain).

Jumlah.

Selesai.

2. Bar Chart – Bilangan

Aduan Mengikut Komoditi.

3. Chart – Bilangan Aduan




Mengikut Bulan.

CC/GAP/040 Ringkasan Aduan

Awam Bahagian

Penguatkuasaan Ibu

Pejabat RMCD

(Mengikut Saluran

Aduan)

Tahun <Year>

Yearly Year 1. Summary Listing

Bulan.

Jenis Saluran Aduan

(E-mail, Surat, Telefon,

Lain-lain E-Aduan).

Jumlah.


Aduan Mengikut Saluran

Yang Diterima.


Aduan Mengikut Bulan.

CC/GAP/041 Pendaftaran Aduan

Awam Bahagian

Penguatkuasaan,

RMCD Ibu Pejabat

Tahun <Year>

<Month> <Year>

Monthly 1. Month.

2. Year.

Section A

1. Bil.

2. No. Daftar.

3. Tarikh Aduan Diterima

4. Perihal Aduan.

5. Tindakan Yang Diambil

dan Tarikh.




6. Catatan.

CC/GAP/042 Pendaftaran Aduan

Awam Bahagian

Penguatkuasaan,

RMCD Ibu Pejabat

Tahun <Year>

<Month> <Year>

- cont.

Monthly 1. Month.

2. Year.

Section B

1. Bil.

2. Saluran Aduan Diterima.

3. Komoditi Yang Terlibat.

4. Stesen Yang Berkaitan.

5. Tarikh Hantar Surat.

6. Tempoh.

7. Status Terkini.

8. Peringatan.

9. Tarikh Selesai.

10. Sumbangan Tidak

Langsung.

CC/GAP/043 Penyata Aduan Tahun

<Year> RMCD Wilayah

Persekutuan Kuala

Lumpur

Yearly Year Bar Chart – Display by Month

for Jumlah Aduan, Aduan

Selesai and Aduan Dalam

Tindakan

Table 4.5-2: List of Report Requirements - Call Centre - Case management System



4.6 Integration Requirements


No Requirements Description Dependencies Comments

CC/GAP/044 AACC Integration with CRM To provide a screen pop at the

Agent PC when calls and email

received

AACC must have the Service

Oriented Architecture (SOA)

license to provide Web Service

CC/GAP/045 AACC Integration with MS

Exchange

To gather email and distribute out

to the agents and provide screen

pop

AACC depending on MS

Exchange to provide the POP3

& SMTP

CC/GAP/046 Web Chat Integration with

CRM

To provide screen pop and

distribute out to the agents

Depending on CRM capability

CC/GAP/047 Web Chat Integration with

Portal (with Login feature)

To allow public to communicate via

a Web Chat

Depending on the identified

portal capability

CC/GAP/048 RightFax Integration with the

new Gateway

To route public fax into the

RightFax

The version compatibility

between RightFax and

Gateway

RightFax requirement will be

tabled in coming Project

Working Committee (PWC)

meeting to decide whether to

leverage the existing server or

purchase a new one

Table 4.6-1: List of Integration Requirements - IP Telephony and Contact Centre




No Requirements Description Dependencies Comments

CC/GAP/049 Integration between CRM and

Avaya for screen pop

To provide CCC Agents with instant

access to the most relevant

Microsoft CRM screens along with

each customer call

Call Center Solution

CC/GAP/050 Microsoft Outlook Integration To cover the installation of CRM

Outlook Client tool in CCC agents’

workstation

Workstation Requirement

CC/GAP/051 Integration with existing CCC

Knowledge Base (SharePoint)

To integrate with existing CCC

Knowledge Base (SharePoint)

Existing CCC Knowledge Base

in SharePoint

CC/GAP/052 Integration with existing

RMCD email system

To integrate with existing RMCD

email system for sending email

Existing RMCD email system

CC/GAP/053 Integration with other

applications (e.g., MicroClear)

To retrieve customer contact

details

Access privilege of CRM to other application.

Data mapping between CRM and other application.

Table 4.6-2: List of Integration Requirements – Call Centre – Case Management System



5. CONCLUSION

This report summarizes findings of the study carried out to identify dependencies, constraints, and

assumptions in delivering the Customer Care solutions. Furthermore, the comparison between

features in proposed COTS solutions and business users requirements are made as part of the gap

analysis exercise which these gaps are then divided into four (4) components i.e., standard

features implementation, customization requirement, customized reports and integration

requirement. The resolutions to these gaps are identified and deliberated with business users to

determine the most feasible and effective solutions which are translated into solutions

requirements.

Overall, the requirements for Customer Care solutions are well established specifically IP

Telephony and Contact Centre module and Call Centre Case Management System. Requirements

for ICMS might need to be further studied, but its main functionality would complement the CRM

solution. The Customer Care solutions design would be established based on these requirements

which will detail out various gaps resolutions into technical implementation. Besides that, some

subsequent actions are required to acquire the necessary information and address certain issues

and concerns prior to design activities.



6. APPENDIX

6.1 Appendix A - RMCD Communication Channel

The following table illustrates various communication channels covered in Customer Care module.

Channel Description Existing Practice To Be

Inbound and Outbound Calls

Contact numbers are as follows: • Customs Call Centre (03-

78067200 / 1-300-888-500). • Aduan Penyeludupan (1800-88-

8855).

Calls received by CCC or Bahagian Penguatkuasaan

Calls will be routed based on IVR call flow

E-mail • Three (3) group emails for public to send email

• Complaint. • General Enquiry. • GST related matters.

• Respective states and station office has their own email addresses for public to communicate.

Respective departments/states/stations manages their own email

CCC to manage all emails and assign the case to respective departments/states/stations accordingly

Faxes • Faxed document is processed by fax server and converted to image. Image is emailed to [email protected] to be picked up by CRM.

ORLIG CRM accesses the mailbox to create case

New CRM to access the mailbox to create case

Letters and Walk In Customers

• Personnel received the documents / attended the customer register the case and reply accordingly.

• If necessary, case is forwarded to relevant department/state to act accordingly and respond to customer.

Case registered in E-Aduan or log book (manual)

Case registered in CRM or another application *

Web Chat • Customer log in to portal and choose for Chat option. Available agent accept web chat contact.

Not available To be implemented **

E-Aduan • All complaint received through e-Aduan will be logged in internal system.

• Cases are assigned accordingly.

Managed by Cawangan Perhubungan Awam using E-Aduan

Managed by Cawangan Integriti using ICMS

* Another application will be developed to replace the existing e-Aduan ** Portal that will be equipped with Chat feature will be identified



6.2 Appendix B - Service Request Type, Category and Subject

The following is a list of service request type, category and subject populated into ORLIG CRM.

No Service Request

Type Category Subject

1 Import & Export,

Industries

Import and Export Procedure and Control

NA

Industries Procedure and Control NA

Warehousing NA

Passenger NA

Free Zone & Licensed Manufacturing Warehouse (LMW) Control

NA

2 GST Related Services

Registration Services

Normal

STP

Branch/Division

Group

Joint Venture

Special Scheme

Charity

Exemption

Enquiries

Return NA

Collection and Debt Enquiry

General Collection

Compound

General Debt

Debt – Bill of Demand

Debt – Instalment

Debt – Write-Off

Debt – Remission

Offset

Refund

ITC Refund

Special Credit

Bad Debt Refund

Refund under the Minister's Power

Refund under the DG's Power

Refund for Diplomat Relief

Voluntary Disclosure Refund

Auction Refund

Law and Regulation

Imposition and Scope of Tax

Registration

Accounting, Assessment and Recovery

Reliefs, Exemption, Refund and Remission



No Service Request


Time of Supply

Input Tax

Return Payment and Notice

Special Cases

Special Sector

Education (Government & Private)

Pre-school & Child Care

Health (Government & Private)

Traditional Medicine

Pharmacies

Veterinary Services

Return and Payment

Refund and Remission

Leasing

Pawn Broking

Money Changer

Venture Capital

Hire Purchase

Factoring

Investment Banking

Financial Planner (Consultants)

Development Financial Institution

General Insurance and General Takaful

Life Insurance and Family Takaful

Insurance and Takaful Related Service (intermediaries and ancillary)

Commercial Banking

Money Lending

Banking Intermediary Services

ACM (Direct Selling)

Token, stamps, voucher

Application of GST charity special tax treatment

Approved fund raising

Artist and artistes

Charities and non-profit organization

Commercial Accommodation Premises (Hotel and Similar Establishment)

Cooperatives



No Service Request


Culture

Entertainment Industry

Event Management

Funeral, Burial and Cremation Expenses

Government and Other Public Bodies

Societies and Similar Organisation etc.

Sports and Recreation

Tourism

Tourist Refund Scheme (TRS)

Petroleum upstream activities

Petroleum upstream and retail activities

Joint venture

Passenger transport

Postal and courier services

Shipping industry

Airlines

Freight forwarding

International services

Mining and forestry

Utilities, water, electricity, sewerage

Broadcasting

Telecommunications

E-commerce

Web hosting

Enquiries NA

3 Internal tax

Sales Tax

Licensing

Payment

Facility

Remission and Refunding

Offenses

Service Tax

Licensing

Payment

Facility


Offenses

Excise Licensing

Payment



No Service Request


Facility


Offenses

Payment Status

Duty

Petroleum NA

4 Teknik Services

Classification Ruling & Tariff

General

Duty Charges

Normal classification

Advance Ruling

Valuation & Post Clearance Audit

Critical Good

Car

Others

Refunds Procedures

Appeals

5 UPA/Preventive/PSMK

Preventive

Tender

Information

Tribunal – enquiry

Tribunal – status

Enquiry

UPA

General

Aduan

Immigration Black Listing

PSMK

Procurement/Tender

Payment

Recruitment

Career Development

Training

General



6.3 Appendix C - Users and Roles

The following is the list of users and roles that are involved in Customer Care module.

No. Division Role Responsibility

1. Custom Call Centre Supervisor Monitor cases e.g., enquiries and facilitate the

call agents in responding to customer

Call Agent Receive, record, escalate case to relevant

department and reply to customer

Secretariat

(Urusetia)

Undertake any administration tasks delegated

by supervisor

2. Bahagian

Penguatkuasaan

Supervisor Monitor complaints related to Bahagian

Penguatkuasaan and make decisions

Call Agent Receive, record, investigate complaint, liaise

with relevant division and response to division

and complainer

Secretariat

(Urusetia)


by supervisor

3. Cawangan Perhubungan

Awam (CPA)

Supervisor Monitor cases related to CPA e.g., enquiries,

complaint and facilitate the call agents in

resolving the cases



Secretariat

(Urusetia)


by supervisor

4. Cawangan Integriti Supervisor Monitor complaints related to Cawangan

Integriti and make decisions

Call Agent Receive, record, investigate complaint, liaise

with relevant division and response to division

and complainer

Secretariat

(Urusetia)


by supervisor

5. Cawangan Teknologi

Maklumat

Supervisor Monitor cases related to Cawangan Teknologi

Maklumat e.g., enquiries, issues and facilitate



No. Division Role Responsibility

the call agents in resolving the case

Call Agent Receive, record, escalate case to other

department or vendor and reply to customer

Secretariat

(Urusetia)


by supervisor

6. State / Station Supervisor Monitor cases related to respective

State/Station e.g., enquiries, complaint and

facilitate the call agents in resolving the cases



Secretariat

(Urusetia)


by supervisor



6.4 Appendix D – As Is Process Flow

Figure Appendix D-1: Cawangan Perancangan Korporat Kuala Lumpur International Airport (KLIA) Process Flow



Figure Appendix D-2: Unit Perhubungan Awam dan Korporat Wilayah Persekutuan Kuala Lumpur (WPKL) Process Flow



Figure Appendix D-3: Cawangan Integriti Process Flow



Figure Appendix D-4: Call Centre Process Flow



Figure Appendix D-5: Bahagian Penguatkuasaan Process Flow



Figure Appendix D-6: Cawangan Teknologi Maklumat Process Flow



6.5 Appendix E - To Be Process Flow

Figure Appendix E-1: Main Process Flow

Note: Active Case process run in the background according to predefined schedule to verify active case against the due date.



Figure Appendix E-2: Resolve Case Sub Process Flow



6.6 Appendix F - Avaya Services Description

The following is description of various Avaya Aura Core Communication services. Refer section 4.3.1.

Services Description

Avaya Aura Communication Manager Collaboration Services (Video, Telephony, Conferencing)

Avaya Aura Session Manager Session Management, Bandwidth Management, Network

Normalization

Avaya Aura System Manager Profile-based Services

Avaya Aura Application Enablement

Services

Application Integration Services



6.7 Appendix G - Proposed IVR Call Flow

1-300-888-500 / 03 – 78067200

Language SelectionBM/EN

2. Complaint1. Enquiries

1a. For Import and export and industry

1b. For Sales Taxes, Service Tax, Good and Services Tax (GST) and Excess Duty

1c. For Classification and Evaluation of goods, Refund and Drawback

1d. For General Enquiries

2a. Complaint on smuggling activities

2b.Complaint on RMCD services

CCC Agent based on skilled set(30 Agent + 3 Supervisor)

Cawangan Integriti Agent(1 Supervisor/Agent ONLY)

Bahagian Penguatkuasaan Agent(1 Supervisor/Agent ONLY)

If you wish to return to the previous menu, Press *

Yes

Is AACC alive? No Backup Call Flow

No

After Office Hour?

YesAfter Office

Announcement



6.8 Appendix H – Case Summary and Customer Service Performance Dashboard screenshot

Case Summary

a. Case Summary Table Report

b. Case Summary Table Report (Detailed View)



Customer Service Performance Dashboard

a. Service Leaderboard – shows the number of case solved by the Top 5 owners

b. Case Resolution Trend (By Day) – shows the average resolution time in minutes (Trend

Line) along with the number of cases resolved (Column Chart) per day



c. Case Resolution Goal Progress – shows the resolved cases count against the target in a

quarter/month/year

d. Case Resolution Goal Percentage Achieved – shows the resolved cases percentage

achieved against the goals with linear projections

Documents

CUSTOMER CARE - customs.gov.my Requirement... · iii. There are gaps identified between CCC SOP and actual call centre manpower capacity e.g., unavailability of Quality Officer and