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All Systems Go – Crescent Property Maintenance System Proposal 1
SAD Group Project Assignment
IST 260W: Introduction to Systems Analysis and Design
The Pennsylvania State University
College of Information Science and Technology
V1.0
Project Stage – Final Draft Documentation
Date: 16 December 2019
All Systems Go:
John Matern, Sarah Delaney, Dylan Woodard, Abdelfattah Omar, Cory Eubanks
All Systems Go – Crescent Property Maintenance System Proposal 2
Table of Contents
Consulting Information 4
About Us 4
Our Team Members 5
Our History 10
Departments 11
Organizational Chart 12
Mission Statement 12
Core Values 13
Client Information 13
Background 13
History 14
Departments 15
Organizational Chart 15
Mission Statement 16
Business Model 16
Preliminary Investigation 17
Systems Request Summary 17
Copy of the Request for Information Services 18
Scope 18
Constraints 18
Preliminary Investigation Findings 19
Feasibility Study 23
Estimate Time and Cost to Continue Development 25
Current System Information 29
Proposed System Information 35
System Requirements 35
Reasons to Implement the System 35
SWOT Analysis 36
All Systems Go – Crescent Property Maintenance System Proposal 3
System Definition 37
Type of System 37
TCO 41
Diagrams 44
Prototype 46
Project Plan 48
Project Schedule 48
System Changeover 48
Training & User Documentation 49
Support & Helpdesk 55
Future Upgrades 56
Meeting Minutes 57
References 60
All Systems Go – Crescent Property Maintenance System Proposal 4
Consulting Information
About us
Our Company: All Systems Go Cloud Based System Integrators
We provide custom system integrations to help automate companies thus causing an
increase in business flow, employee/customer satisfaction, and an increase in profits.
We are a United States based company that has been creating custom and strategic
system integration worldwide for almost 20 years. Some companies we have helped gain
strength and profits through our custom cloud-based automations are Annaly Capital
Management and AvalonBay Communities have seen and increase regularly seen an increase in
not only customer service but profits as well.
Since our company designs each integration from start to finish, we work with the most
state-of-the-art cloud-based systems that utilize all technologies such as networks, mobile, as
well as hardware and software that will help solve even the most complex problem.
All Systems Go – Crescent Property Maintenance System Proposal 5
Our Team Members
Sarah Delaney - Senior Project Manager
Professional Experience
All Systems Go – New York, NY 04/2008 - Present
Senior Project Manager
All Systems Go is a United State based company that has been custom and strategic system
integration worldwide for over 20 years. Some companies we have helped gain strength and
profits through our custom cloud-based automations are Annaly Capital Management and
AvalonBay Communities have seen and increase regularly seen an increase in not only customer
service but profits as well.
Education
Pennsylvania State University World Campus, University Park, PA
B.S Information Sciences Technology
B.S. Security Risk Analysis September, 2016 - Present
Mountain High School
H.S. Diploma; 2003.
Abdelfattah Omar - Senior System Specialist
Professional Experience
Easier Communications LLC
DOI On-Site Senior Telecom Engineer
April 2013 to Present
• Plans network installations by studying customer orders, plans, manuals, and technical
specifications; ordering and gathering equipment, supplies, materials, and tools, assessing
installation site; preparing an installation diagram.
• Establishes voice and data networks by running, pulling, terminating, and splicing cables;
installing telecommunications equipment, routers, switches, multiplexors, cable trays,
and alarm and fire-suppression systems; building ironwork and ladder racks; establishing
connections; programming features; establishing connections and integrations; following
industry standards; activating remote access tools; coordinating with contractors.
• Verifies service by testing circuits, equipment, and alarms; identifying, correcting, or
escalating problems.
• Documents network by labeling and routing equipment and cables; recording
configuration diagrams and specifications.
• Maintains network by troubleshooting and repairing outages; testing network back-up
procedures; updating documentation.
All Systems Go – Crescent Property Maintenance System Proposal 6
• Maintains customer rapport by listening to and resolving concerns; answering questions.
• Maintains safe work environment by following codes, standards, and legal regulations.
• Keeps supplies ready by inventorying stock; placing orders; verifying receipt.
• Updates job knowledge by participating in educational opportunities; reading technical
publications.
• Enhances department and organization reputation by accepting ownership for
accomplishing new and different requests; exploring opportunities to add value to job
accomplishments.
Morse Communications Inc
Systems Engineer
April 2012 to April 2013
• Focused on local-area and wide-area networks (LAN/WAN); managed and monitored
LAN/WAN network services.
• Recommended and acquired equipment replacements and upgrades.
• Maintained an inventory of all network devices.
• Drafted and maintained LAN/WAN documentation and processes.
• Introduced and integrated new technologies into existing data center environments.
• Performed routine audits of systems and software.
• Resolved reported problems.
• Installed, configured, updated and maintained server software/hardware.
• Replaced failed hardware and addressing system problems.
• Tracked system capacity (CPU, memory, disk space, etc.) and reported/corrected issues.
• Installed software upgrades and security patches, and monitored for intrusion signs.
FedEx, Orange Business Services
IT Manager
September 2004 to March 2012
• Accomplished IT staff results by communicating job expectations; planning, monitoring,
and appraising job results; coaching, counseling, and disciplining employees; initiating,
coordinating, and enforcing systems, policies, and procedures.
• Maintained staff by recruiting, selecting, orienting, and training employees; maintained a
safe and secure work environment; developed personal growth opportunities.
• Maintained organization's effectiveness and efficiency by defining, delivering, and
supporting strategic plans for implementing information technologies.
• Completed projects by coordinating resources and timetables with user departments and
data center.
• Verified application results by conducting system audits of technologies implemented.
• Preserved assets by implementing disaster recovery and back-up procedures and
information security and control structures.
All Systems Go – Crescent Property Maintenance System Proposal 7
• Recommended information technology strategies, policies, and procedures by evaluating
organization outcomes; identifying problems; evaluating trends; anticipating
requirements.
• Accomplished financial objectives by forecasting requirements; preparing an annual
budget; scheduling expenditures; analyzing variances; initiating corrective action.
• Contributed to team effort by accomplishing related results as needed.
United States Army
Liaison Network Manager
August 2000 to August 2004
• Directed all activities associated with the infrastructure of multi-vendor and multi-
network telecommunications center of operations.
• Planned, budgeted, engineered, designed, developed and supported carrier grade PSTN,
VOIP, Video and Data networks and technologies.
• Provisioned for all service offerings, operator traffic functions, switch billing
functionality/reconciliation and meeting regulatory requirements.
• Planned and implemented productivity, quality, and process improvements in the
operations areas.
• Administered operations plans and policies.
• Developed departmental procedures, budgeting, forecasting to determine if organizational
objectives are being met.
• Worked with other managers and senior officers by keeping them informed of network
operations progress on significant projects and problems.
Personal Information
I am an energetic, innovative engineer with over 19 years of telecom experience. I have
designed, implemented and supported telecom architectures from the small to the very large
consisting of several thousand end-points and high-level applications, including contact centers,
voice mail, IVR systems etc. My broad-based experience spans from telecom engineering and
consulting to experience as a liaison network officer for the United States Army, directing all
activities associated with the infrastructure of a multi-network telecommunications center of
operations. I am a results-driven individual with a history of providing customer satisfaction
through problem solving, multi-tasking, and process improvements while delivering the highest
levels of customer service.
Education, Credentials and Training
· Multi-Channel Transmission Systems US Army
· Copper LAN Network and Cabling
· Alcatel-Lucent ACFE OmniPCX Enterprise Telephony
· Alcatel-Lucent ACFE OmniPCX Enterprise Data
All Systems Go – Crescent Property Maintenance System Proposal 8
· AVST CXE Enterprise Voicemail
· Cisco CCENT
· Cisco CCNA R&S
· Cisco CCNA Collaboration
· Cisco CCNP Collaboration (In Progress)
· CompTIA A+, Network +, Security +, Server + and Project +
John Matern - Senior Technical Solution Specialist
Professional Experience
All Systems Go – New York, NY 10/2008 - Present
Senior Technical Solution Specialist
I have been a valuable team member at All Systems Go for 11 years and in that time me and my
team have provided technical advice, along with hardware and software implementation for
hundreds of corporations from large to small all over the eastern United States.
Education
Penn State, World Campus
Associates Degree in Informational Technology
2016 – Present
Cory Blake Eubanks - System Investigator
Professional Experience
HTPG - (09/28/15 - 01/13/2017)
Assembler - Assemble large and medium evaporators and wire the corresponding motors. Had to
check billing material for special requirements to make sure each unit was built to customer
specifications.
Electrical Tester- Wired large evaporators, medium evaporators, and small condensers and make
sure they test properly. Had to check billing materials for the wiring diagram and make sure that
it and the electrical parts listed matched up. If there was a problem with the electrical unit as in
troubleshooting, I was the one who would figure out what was wrong with the unit.
City of Bangor - (04/25/2017 - 10/08/2017)
All Systems Go – Crescent Property Maintenance System Proposal 9
Golf Course Maintenance - My main job was maintaining the grounds, via mowing and
irrigation. Other duties consisted of trimming and raking the bunkers.
The Jackson Lab - (10/09/17 - Present)
Operation Technician (CSA) - Fast paced work environment. Responsible for clean cages, clean
water, and making sure that the customer receives the products they need in a timely manner.
Sterilizer operator (JMCRS WH) - Responsible for the operation of autoclaves 1, 2, 4, and 5.
Racking the daily bedding and feed needed for the CSA and SSA. Certified on the Electric
Hyster forklift.
Quality Systems Technician (PQC) - Assist and/or perform the inspections of incoming
materials, intermediate work products, and final goods to verify that pre-determined quality
standards are met. Maintain proper data entry into the appropriate quality management software.
Perform equipment calibrations, validations, and maintain proper data entry into the calibration
management software.
Education
Perry High School - Graduated in 2009 with honors
Valdosta State University - Studied Psychology - Completed 1.5 years
Penn State - Studying IST - Currently attending
Dylan Woodard – Senior Service & Support Specialist
Professional Experience
Senior Service & Support Specialist, All Systems Go, August 2019 - Present
• Provides expert technical support to client system platforms while maintaining and
meeting quality control standards
• Works closely with Project Manager to tailor service and support packages to align with
client needs and goals
• Assisted customers in managing their services and mitigating billing inquiries
Universal Technical Support Specialist, Web.com Group, Inc., July 2018 – August 2019
• Provided technical support to Web.com Company Suite customers on their hosting, email
and ecommerce platforms while maintaining and meeting quality control standards
• Assisted customers in managing their services and mitigating billing inquiries
• Fulfilled bi-weekly sales goals
Telefunder, LionLine, The Pennsylvania State University, November 2017 – March 2018
• Tasked with contacting alumnus of The Pennsylvania State University
All Systems Go – Crescent Property Maintenance System Proposal 10
• Collected and updated alumnus demographical information
• Informed alumnus of academic fundraising efforts
Hosting & Development Operations Intern, Blackboard Inc., May 2017 – August 2017
• Worked in a fast-paced environment requiring strong interpersonal skills and attention to
detail
• Utilized a combination of different software to address and resolve client support issues
• Assisted department in a migration process from a private hosting solution to Amazon
AWS
• Accessed AWS environment to complete day to day updates of client information
• Processed DNS changes to coordinate ‘Go Public’ information with clients
• Activated different aspects of the Blackboard WCM product per client contract tasks
Education
Bachelor of Science in Information Sciences & Technology
The Pennsylvania State University, University Park, PA
High School Diploma, graduated Spring 2013
Berwick Area High School, Berwick, PA
Our History
The Beginning of All Systems Go
All Systems Go was found by Tara Watcher and her now husband Gary Watcher together
they started website development company based out of their home in Arlington, NY. They
decide to start this company with a firm business plan help other local businesses based out of
their small New York county of Dutchess. They took on a small number of clients to maximize
the best solutions. These clients such Tango Properties and Bosco Management Solution worked
with Tara and Gary for over a two and watched their websites and companies bloom.
Growth in Numbers
In 2003, as more and more of their client base grew and technology advanced Tara and
Gary and their five additional employees had to relocate heir small house-based website
All Systems Go – Crescent Property Maintenance System Proposal 11
development company and move into a small business location in Poughkeepsie, NY.
Additionally, they had to hire on additional web developers to help with the client load.
Finding a Niche
After years of building and designing websites All Systems Go started to see a trend of
clientele and what they needed most. A custom system that provided automation from all aspects
of the business. This blossomed into the system integration market. Thus, they decide to start
tailing back from just building websites and instead offering a fully integrated system that
provided everything from customer service ticket management system to employee deployment
and tracking systems.
Now and the Future
With solid goals All Systems Go moved to New York, NY and continue to grow 70%
every fiscal year through providing the most state-of-the-art custom system integration for every
client. We have and will always stay up to date with all the most advance hardware and software.
As always you are family and you do not disappoint family.
Departments
• Executives
Tara Watcher – President & CEO
Gary Watcher - Vice President & CFO
• Service & Support
Dylan Woodard – Senior Service & Support Specialist
• Cloud Management
Abdelfattah Omar – Senior System Management Specialist and Cloud Management
• Information Technology
Cory Eubanks – Senior System Investigator
• Networking
John Matern – Senior Technical Solution Provider
All Systems Go – Crescent Property Maintenance System Proposal 12
• Project Management
Sarah Delaney – Systems
• Data Science
John Matern – Senior Technical Solution Provider
Organizational Chart
Mission Statement
Since All Systems Go is a family business, we treat all of our clients as if they are family.
Our goal is to help all of our clients grow and become all that they can be through the use of the
most state-of-the-art technology. We continue to take an innovative approach to problem solving
and we strive to continue to stay education on all the latest tech being every. We are eager and
driven to ensure success from start to finish.
All Systems Go – Crescent Property Maintenance System Proposal 13
Our Core Values
While we follow our core values all the time our biggest value is Commitment. We are
so committed to our clients that we take a personal interest in all outcomes and we are
Motivated to make everyone as successful as they can be. We listen to client and are 100%
Honest every step of the way. Since we believe everyone is part of the family, we are Loyal no
matter what. We care!
Client Information
Crescent Property Maintenance (CPM)
Background
Crescent Property Maintenance was established in 1993 in Crescent, NY by college
roommates Josh Martel and Charles Wilson. In the infancy of the company Josh and Charles did
all the work for their clients as well as the work to maintain the business. They would call on
their friends to help when they had to many tasks. Their success really flourished when they
were contracted for their first luxury community. With the contract they found their niche and
All Systems Go – Crescent Property Maintenance System Proposal 14
they began to grow even further to require them to hire full time and part time employees to help
with the load of the luxury property maintenance business.
History
Owners: Josh Martel & Charles Wilson
Date Established: 1993
Location: Crescent, NY
Employees: 16+
Temps: 2+
Our Client Base: Luxury and Gated Residential Communities
Josh Martel and Charles Wilson became roommates at the University of Connecticut their
Junior Year. They both were studying in business management. After they both graduated in
1997, they went their separate ways but remained in touch. They both had varies jobs in business
management but neither ever were happy. They decided to start their business with just a loan of
$13,000 from Josh’s father. Thanks to Josh’s father, Crescent Property Maintenance was born.
Their first client was a small apartment complex with 40 single and multiple bedroom
apartments. Everything was done with paper and pen and on the smallest of budgets.
To date they now have grown into the gated resort community maintenance business were the
company does maintenance from emergent and general repairs as well as upkeep on lawn & land
services. Josh and Charles have a flourishing company with several employees in one based
location in Crescent, NY.
In the near future they have plans to do property maintenance for even more luxury communities
while still keeping their family value-based business.
All Systems Go – Crescent Property Maintenance System Proposal 15
Departments
• Executives
Josh Martel – President & CEO
Charles Wilson – Vice-President & CFO
• Sales & Support
Betty Torth – Senior Sales and IT Specialist
• General Repair
Bob Turmeric – General Repair Specialist
• Emergency Repair
Tim Wilson – Emergency Repair Specialist
• Lawn Maintenance
Hank Murray – Lawn Maintenance Specialist
• Winter Services
Peter Gothem – Winter Services Specialist
• HVAC Technician
Fred Clouse – HVAC Specialist
• General Construction
Steve Summers – General Construction Specialist
• General Office Personal:
Residence Service Temp Personal 1
Residence Service Temp Personal 2
Organizational Chart
All Systems Go – Crescent Property Maintenance System Proposal 16
Mission Statement
We strive to provide the best and most efficient service to our residences. It is our
commitment to ensure that every resident always feels at home all the time no matter what life
throws at us. We provide preventative services to ensure minimal inconvenience and should an
issue arise we strive to respond as soon as possible to minimize disturbance. Customer service is
our number one priority. Our motto is “We are here for you!” and we will always back it.
Business Model
All Systems Go – Crescent Property Maintenance System Proposal 17
Preliminary Investigation
Systems Request Summary
Crescent Property Maintenance has submitted a request for a software application to be
designed and implemented to organize tickets submitted by residents of their gated resort
community. This software will need to be able to prioritize the tickets by severity and assign
personnel to both emergency and non-emergency maintenance around the community. The
application would also need to able to handle the billing process.
Crescent Property Maintenance conducted internal interviews with their residents and
their maintenance workers. The results where that most of the interviewees wanted and up to
date system installed to streamline the process.
Currently their system runs on phone calls and paper notes from residents. This leads to
miss communication between office staff and maintenance. In most cases there is not enough
information available to rate the events by severity. This could leave some residents with severe
situations for extended periods of time without help.
All Systems Go – Crescent Property Maintenance System Proposal 18
Copy of the Request for Information Services
Scope
Research, develop, and implement software that will handle all tickets from residents to
maintenance personnel. This software will help better organize issues, maintain records, and
notify employees through the app while assigning them tasks that need attention. This software
will also handle billing.
Constraints
• The application must organize tickets by severity.
• The application must be able to handle billing.
All Systems Go – Crescent Property Maintenance System Proposal 19
• Must be able to send notifications to residents.
• Must be able to send notifications to maintenance technicians.
• Must be able to notify on call personnel when there is an emergency.
Preliminary Investigation Findings
• Interviews
➢ Owner
o What is your main objective that must be supported by the new system? To be
able to organize events based on severity and then assign a worker to the tasks.
o How are events currently organized? They are taken care of as a first in first out
basis. The leads to numerous complaints from residents because sometimes severe
problems do not get taken care of immediately.
o Why are the events not being organized by priority? The office staff receives all
of the phone calls and messages from all of our residents. As we have expanded
the workload on our office personnel have increased. We are not able to hire help
because we are spending too much in overtime pay to maintenance workers.
➢ Office Personnel
o Who answers the maintenance request phone calls? Anyone who is available in
the office.
o Where is the information for work orders kept once it is written down? It is then
placed in drop off box for maintenance where all the other work orders go. If it is
urgent, we try to contact Maintenance personnel.
o What happens to urgent work orders if no one from maintenance answers? A
message is left on their phone and the work order is placed in the drop off box.
All Systems Go – Crescent Property Maintenance System Proposal 20
o How are the work orders organized? They are placed in different boxes based on
urgency.
o When does maintenance receive the work orders? They usually pick them up
when they come in in the mornings.
➢ Maintenance Personnel
o How do you organize work orders by priority? I go through and read the work
orders every morning and organize them based on what is written on the work
order.
o How often do you work overtime to finish work orders? Almost daily, most of the
time it's because the work order doesn’t have enough information on it. Some
work orders don’t even have the proper location listed. When I get to the
residence, I don’t have the tools I need for the job. Most of my time is spent
travelling back and forth to get tools and supplies.
o Do you believe a generic form might help prevent this? I believe it would help
especially if there were some mandatory fields like location that has to be filled
out. Also, maybe a dropdown menu where residents pick a category so that there
isn't enough information. I could be better prepared with tools based on that.
o When do you turn in complete work orders for billing? Usually at the end of the
workday.
➢ Residents
o When you place a work order is it handled in a timely manner? Almost never, the
maintenance department seems like it's always busy doing something else.
All Systems Go – Crescent Property Maintenance System Proposal 21
o When maintenance shows up, do they have all the tools they need? No, they
usually come and go for a few hours getting different tools because they say they
didn’t know of all the problems they I put in my work order.
o Do you believe and electronic work order form would help alleviate this issue? I
believe it would help a lot. Especially if maintenance was able to respond the
work order for more information.
• Review Current Documents
Upon reviewing the call dialog received about the leaky bathroom and talking to the
technician some discrepancies were found. The customer on this occasion provided enough
information about the leak to where it should have been considered a potentially severe issue.
The office member however didn’t see the situation to be that urgent and assumed the customer
only wanted the situation fixed quickly because the she had to leave for a meeting soon. When
the information was relayed to the technician the fact that the leak was already coming through
the ceiling was not mentioned. This led to the technician showing up to fix only a leak but
finding a bigger problem. The technician was able to fix the leak in a timely manner but was
unable to fix the ceiling before the customer needed to leave. The technician was able to come
first thing the next day to fix the issue, but he said that had he known of the ceiling leak he would
have been able to fix everything on the first visit.
• Observe Operations
During observations at Crescent Property Maintenance, the biggest problem observed
seems to be misinformation when the initial work order is requested. This seems to be caused by
having the issues reported by phone call to office personnel who are already preoccupied with
other duties. All of the needed information is not being recorded. Then when information is sent
All Systems Go – Crescent Property Maintenance System Proposal 22
to the technicians, they are not receiving all the information they need to know so that they arrive
with all of the proper equipment. This turns into multiple visits in a scenario where one visit
would have been easily doable with proper information.
• Surveys
All Systems Go – Crescent Property Maintenance System Proposal 23
Feasibility Study
Economic Feasibility
With the elimination of overtime with the new system management is positive that they
will able to acquire the funds to cover the initial cost of purchasing and setting up the new
system. According to the Cost Analysis of the proposed system, the monthly overtime generated
by the technicians alone once eliminated will passively payback all money spent on the project in
less than a year.
All Systems Go – Crescent Property Maintenance System Proposal 24
Technical Feasibility
Currently there are only 4 computers for use in the office. We will be adding 2 computers
more computers for office personnel and 3 tablets for maintenance.
With the recommended hardware the new system will be able to handle all processes both
now and in the future. It will integrate both billing and maintenance events into one viewable app
for customers so they can stay informed. With the new interface customers will be able to
directly communicate with the maintenance technicians.
Operational Feasibility
All staff and residents support updating to a new system to handle maintenance tickets
and billing because the current system is outdated and no longer effective. The new system will
not reduce the workforce and will help alleviate the current workload.
Training will be needed for one office personnel and all maintenance personnel.
Operational instructions will be established by maintenance to help alleviate misinformation
from future tickets.
With the addition of the new system information will be more readily available to
technicians and customers alike. It will help to restore the company's image to the customers by
providing a faster response time by removing the middleman and allowing information submitted
to go directly to the technicians. Input will used from technicians, office personnel, and
customers so that they are involved in the new system from the start.
Schedule Feasibility
With the 2 weeks of implementation and 2 weeks of training scheduled this should be
enough time to make sure the process goes smoothly. After this time frame free technical support
will be available to handle any issues that appear.
All Systems Go – Crescent Property Maintenance System Proposal 25
Recommendations
We recommend that in order to help get the company back on track that Freshdesk and
Wave be implemented and customized to handle the billing and work orders. By doing this
overtime will be eliminated and the company's image will be restored to their currently upset
customers. The hardware needed will be a server, 2 personal computers, and 3 tablets.
Estimate Time and Cost to Continue Development
Cost-Analysis
Section 1: Costs and Benefits
Plan Costs
Year 0 Cost ($35,788.96)
$14,000 - Consultant time to develop system
• 80 hrs. * $35 an hr * 5 employees = 14,000
$ 2,388- Purchase necessary software platforms
• Freshdesk:
o 4 Accounts * $29 monthly (billed yearly) * 12 months = $1,392 (can be billed
monthly for $280 more a year)
• Wave:
o $0- Accounting
o $0- Invoicing
o $0- Receipts
All Systems Go – Crescent Property Maintenance System Proposal 26
o Payment processing
▪ Credit Cards
• 2.9% + $0.30 per transaction
▪ Bank Payments
• 1% per transaction ($1 minimum fee)
o Payroll
▪ $35 base fee + $4 per employee *12 employees = $83 monthly *12
months = $996 per year
$ 5,400.96– Hardware
• $2,056.63 - Server - HPE ProLiant ML 350 Gen10 Performance Server
• $992.91 * 2 = $1,985.82 - two personal computers – HP EliteOne 800 G4
• $25 device fee + $9.99 per line * 3 = $104.97 monthly * 12 = $1,259.64 yearly - three
tablets – Samsung Galaxy Tab S4 through AT&T
• $32.99 *3 = $98.87 –Protective case for each tablet
$14,000 - Consultant training time
• 80 hrs. * $35 an hr * 5 employees = 14,000
$0 - Technical Support (free first year)
Year 1 Cost ($4,147.64)
• $500 - Technical Support
• $ 2,388 - Software Costs
• $1,259.64 - Tablet Costs
All Systems Go – Crescent Property Maintenance System Proposal 27
Year 2+ Cost ($3,247.64)
• $500 - Technical Support
• $ 2,388 - Software Costs
• $359.64 – Tablet Costs
Benefits
$64,800-$97,200 Per Year saved in overtime costs
$64,800 - Eliminate Overtime
• Maintenance employees are each logging 20 hours of overtime, paid as time and a half, a
month to accomplish the monthly work orders.
• 20 hrs * 6 employees * $45 = $5,400 per Month
• $5,400 * 12 months) = $64,800 per year
$97,200 – Future Overtime if not implemented
• Maintenance employees are projected to each log 30 hours of overtime, paid as time and
a half, a month to accomplish the monthly work order as the future home become filled.
• 30 hrs * 6 employees * $45 = $8,100 per Month
• $8,100 * 12 months) = $97,200 per year
All Systems Go – Crescent Property Maintenance System Proposal 28
All Systems Go – Crescent Property Maintenance System Proposal 29
Project Management Screen Shot
Expected Benefits
With the implementation of the new process the Return on Investment will double the
cost to implement it within 2 years. This will happen by eliminating almost all of the overtime
except for out of business hours emergencies. With the new process maintenance technicians will
be able to better prioritize work orders based on severity and do so in a timely manner. Which
will give customers improved service, which will in turn make them more willing to recommend
to others to move into the newly built homes.
Current System Information
The current maintenance system is based on residents calling and reporting issues to the
main office which is usually preoccupied with everyday office work and requires additional staff
and overtime to make up for the additional work. Aside from that, the employees that are
All Systems Go – Crescent Property Maintenance System Proposal 30
handling the complaints would like a more organized approach. They currently receive the calls
from the office with little to no detail, sometimes while they are still trying to complete a task. It
is hard for them to remember everything and still try and stay on top of what they are doing.
Aside from property maintenance they have a large area of land that requires upkeep. These
items include resort facilities such as an indoor pool area, and plowing snow off roads, along
with road repair.
The current system for billing is not ideal either. When work is done at a property the
team member completing said work then fills out a detailed billing invoice and sends it in to the
office. The office then reviews the invoice and sends a detailed billing slip out to the client who
in turn returns a payment within the allotted time period of up to 30 days. During that time the
company goes without payment for the cost of repairs and would like to expedite the billing and
payment process if possible.
Currently customer billing and payment information is filed and kept in a storage room
for 2 years and then shredded to prevent client personal information from being compromised.
This room could possibly be used for an office for the additional staff since they are currently
sharing the desk in the lobby that is usually reserved for greeting guests, logging visitors, and
taking requests for the residents. This has been done through Microsoft Excel with the Microsoft
Office 2010 bundle. The company has had this system since it was implemented originally in
August 2010. They have been debating upgrading to Microsoft Office 365 for the cloud-based
storage to help with eliminating the filing system.
There are currently six maintenance employee’s and six office personnel. The
maintenance employee’s work in groups of two so only 3 tablets would be required. The office
personnel are made up of four full time salaried positions and 2 part time employees who are
All Systems Go – Crescent Property Maintenance System Proposal 31
currently working full time hours. The current processing system on all the desktop computers is
windows 10. They currently share the two desktop computers at the front desk and the two
desktops in the back office. They are hoping to add two more terminals for the other two full
time employees in the current file room once they upgrade to the cloud-based filing system. This
would allow the part time employees to work at the front desk and would not require them to
work any overtime to cover the remaining tasks. Each office member works one day a week and
every other weekend to cover the evening shift and the same with the maintenance workers being
on an on-call basis. There are currently 12 occupied homes in the development, and 6 newly
built homes which are in negotiations of sale. Along with the 4 ongoing construction projects
this will bring the total to 22 homes that your company is servicing. The developer plans of
expanding much more of the land that he has accessible
Source Documentation
All Systems Go – Crescent Property Maintenance System Proposal 32
As you can tell from the phone call dialog there was some discrepancies between the two
calls. What the office member failed to mention to the Technician was that the leak had gone
through the floor into the ceiling below and that too would need to be repaired. The Technician
fixed the leak and came back the following day to repair the ceiling, however had he known
about the ceiling he could have got the necessary materials to fix both issues in one trip to the
residence and save himself some time and the customer some money.
All Systems Go – Crescent Property Maintenance System Proposal 33
Receipts
All Systems Go – Crescent Property Maintenance System Proposal 34
The above two documents show the receipts for Mrs. Hellen Griswald. The first
handwritten copy from the Technician and the second with the company heading from the Office
All Systems Go – Crescent Property Maintenance System Proposal 35
Member. Had the Technician had access to the software he could have done this himself
electronically and saved the Office Member from unnecessary work.
Proposed System Information
System Requirements
The System must be able to do the following:
Organize the tickets by severity (Fresh Desk).
Handle Billing (Wave).
Send Notifications to residents (Fresh Desk).
Notify on call personnel when there is an emergency (Fresh Desk).
Reasons to Implement the System
Having the System will provide the following advantages:
• Less main office staff and overtime will be needed by eliminating the need to call the
main office to report issues.
• A more organized approach for the employees that are handling the complaints.
• Better accuracy and more details for the issues being reported.
• Expedited billing and payment process which will allow for faster invoicing, review and
payments.
• Eliminate the shredding cost with new cloud-based storage.
• Have more room that can be used for an office for the additional staff by moving to new
cloud-based storage.
All Systems Go – Crescent Property Maintenance System Proposal 36
• By moving to new tablets and Windows 10, the data will be synchronized on tablets and
phones, so the maintenance workers won’t have to return to the main office as often.
• Retain the client list on all the devices for reference when completing or documenting
assignments.
SWOT Analysis
• Strengths:
o Owners want the change.
o Cost saving on the long run.
o Experienced maintenance crew.
• Weaknesses:
o Initial costs for project.
o Ongoing maintenance.
o Future upgrades.
• Opportunities:
o Company is well positioned for change.
o Company stands to gain by being first in the field.
• Threats:
o Resistance to change from residents.
o Resistance to change from maintenance workers.
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System Definition
The System will include the following:
• Fresh Desk (Ticketing System)
• Wave (Billing System)
• Collective, lightweight HTML application
• Tablets
• Windows 10 Operating System
Type of system
This system is a Transaction Processing System to allow end users to pay due
bills/invoices and create maintenance ticket requests. It also allows the ability to delegate end
user levels of access and authentication. The proposed system utilizes a lightweight HTML
application that will centralize two standalone services for use. The first is the use of a service
called Wave, which is a billing and payment processing system. The second is the use of a
service called Freshdesk, which is a task delegation and ticket processing system.
Payroll in Wave
Employee Main Page Sample
All Systems Go – Crescent Property Maintenance System Proposal 38
Employee Detail Page Sample
Invoicing in Wave
Invoice Main Page Sample
Invoice Detail Page
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Customers Main Page
Customers Detail Page
Payments Main Page
All Systems Go – Crescent Property Maintenance System Proposal 40
Fresh Desk Tickets
Fresh Main Page
Fresh New Ticket
All Systems Go – Crescent Property Maintenance System Proposal 41
Fresh Agent Dashboard
TCO
Our consultation fee is waived should you accept our offer. If not, we charge $100 initial
fee and an hourly rate of $50 per work performed. For implementation we have planned for two
weeks at 40 hours for our 5 employees at $35 per hour. After the first week we have planned to
stay on with the company for two additional weeks for training and troubleshooting at 40 hours
per work and $35 per hour. We offer a one-year free technical support after implementation and
training has finished, followed by a yearly fee of $500 if you wish to stay on with us.
The new client list will be stored on the applications Wave and Fresh Desk via their cloud
servers. Fresh Desk is billed yearly or monthly, and we would require four accounts. Three
accounts for the three groups of technicians since they work in groups of two, and one account
for an office member to manage. The yearly rate is $29 dollars per user per year at four users
and would be $1,392. That is a one-time fee compared to the monthly rate of $39 for four users
which would only be $156 per month but $1,872 per year. The difference between them would
cost an additional $480 if you were to pay by month.
All Systems Go – Crescent Property Maintenance System Proposal 42
Wave is a free software that would only charge you a rate per transaction for receiving
payments through them. They do charge for payroll which is the other option you requested
which has a $35 base fee plus a fee of $4 extra per employee. That includes the handling of your
payroll taxes. Based on the twelve current employee’s you are looking at a total monthly fee of
$83 for worry free payroll application that is synced into your company’s billing system. A
server (w/ server case), two personal computers, and three tablets will be purchased. The server
we have selected is the HPE ProLiant ML350 Gen10 Performance Server. The cost for/ this
system is $2056.63 which may seem high except the system is upgradable so that it can grow
with your company. The two desktop PC’s we chose for the file room are the HP EliteOne 800
G4 and the cost associated with them would be $992.91 each for a total of $1,985.82. The two
new PC’s will be interconnected with the current system via Windows 10. Each system (aside
from the tablets) will have access to the server via the LAN network. A DMZ will be set up to
monitor and restrict access. Once all the devices are updated, we will upload the client
information from the file room to the server.
As for the three tablets we recommend that the company add them to their technician’s
company cell phone service. They can be added to the network plan for less cost than currently
feasible for our system. The cell phone service that the company uses is AT&T wireless. The
recommended device would be the Samsung Galaxy Tab S4. It is compatible with both
applications that we wish to install that are easily accessible from the app store. The fee from
AT&T would be $25 dollars per month, per device, for 2 years. The fee for activation is waved
being that it is a business account and the charge per line is $9.99 per device, per month. The
estimate would increase the bill by $104.97 per month.
All Systems Go – Crescent Property Maintenance System Proposal 43
For device protection it is also recommended that the company purchase a protective
case for each device. They are estimated at 32.99 for each device but protect from water and
dust which the technicians will encounter frequently. The total cost for the cases would be 98.87
but would save the company a yearly fee of $200 for repairing a device under AT&T’s device
insurance policy.
We feel that without these upgrades your company will continue to be overwhelmed.
There are currently 12 occupied homes in the development, and 6 newly built homes which are
in negotiations of sale. Along with the 4 ongoing construction projects this will bring the total to
22 homes that your company is servicing. The developer plans of expanding much more of the
land that he has accessible and without these upgrades your company will not be able to keep up
with the growing number of residents.
Cost of Consultation Without Implementation
A $100 initial fee followed by a fee of $50 per hour worked per worked preformed. A
total of 5 employees have logged 40 hours each into this presentation. We would only be
charging a flat rate of $50 per hour for all 5 employee’s 40 hours. This leaves us with the total
cost of $2100 which as we mentioned previously will be waived if your company were to accept
our offer.
All Systems Go – Crescent Property Maintenance System Proposal 44
Diagrams
• FDD
• Context Diagram
All Systems Go – Crescent Property Maintenance System Proposal 45
• DFD
• ERD
All Systems Go – Crescent Property Maintenance System Proposal 46
Client List
Hellen Griswald Lot 216 216 Crescent Way Crescent NY 12345 (919)584-0216
Peter Parker Lot 240 240 Crescent Way Crescent NY 12345 (919)584-1478
Dick Tracy Lot 210 210 Crescent Way Crescent NY 12345 (919)584-1686
Pepper Potts Lot 120 120 Crescent Way Crescent NY 12345 (919)584-2698
Steve Stifler Lot 164 164 Crescent Way Crescent NY 12345 (919)584-9765
Charles Xavier Lot 010 10 Crescent Way Crescent NY 12345 (919)584-0010
Will Smith Lot 182 182 Crescent Way Crescent NY 12345 (919)584-7654
Carleton Banks Lot 228 228 Crescent Way Crescent NY 12345 (919)584-1254
Peter Griffin Lot 084 84 Crescent Way Crescent NY 12345 (919)584-1596
Jennifer Lopez Lot 106 106 Crescent Way Crescent NY 12345 (919)584-3698
Eddie Murphy Lot 062 62 Crescent Way Crescent NY 12345 (919)584-8521
Olivia Benson Lot 296 296 Crescent Way Crescent NY 12345 (919)584-9461
Prototype
The Prototype has been developed using an online prototyping tool called Marvel.
Marvel is a free to use platform that allows users to develop images that represent different
product interfaces and wireframes to allow for better product User Interface (UI) and User
Experience (UX) development. Our prototype has been constructed to allow for the Client to
walkthrough the general layout of the final product deliverable and consider its potential uses.
This product prototype is subject to change per client instruction at any time and is meant as a
placeholder to represent a final deliverable.
The Prototype can be viewed at the following link. More thorough user instruction can be
found in the Training & User Documentation section below.
https://marvelapp.com/5154h02/screen/64757997
All Systems Go – Crescent Property Maintenance System Proposal 47
To access the Prototype, navigate to the destination shown in the hyperlink above, which
will resolve to the Prototype’s homepage. Once on the Homepage, click the Application Icon on
the device screen to launch the Prototype application. The finished deliverable will have a fully
functioning authentication system to allow different user permission delegation, but this
Prototype has shortcuts defining the 3 levels of access: Administrator access (shown as the
Admin button), Maintenance Technician access (Shown as the Maintenance button), and
Resident access (shown as the Resident button). Each level of access has unique options that
allow the user to access different parts of the proposed system. Administrators have access to
launch Wave, to access financial records, create and edit existing invoices, and Freshdesk to
create or view maintenance ticket requests. Maintenance Technicians have access to launch
Freshdesk to view existing and open maintenance ticket requests and create new maintenance
ticket requests in case the request requires further work, and Wave to create invoices to send to
the Resident. Residents have access to launch Freshdesk to create new maintenance ticket
requests and Wave to pay existing maintenance invoices. The ‘Back’ options in each applicable
product screen will take the user back to that user’s ‘Home’ Screen. The ‘Logout’ button at the
bottom of each user’s ‘Home’ Screen will take the user back to the ‘Login’ Screen.
The prototype screens represent an implementation of a lightweight HTML application
that can be installed on any device necessary to allow end users to easily access the services that
they need. In a final product deliverable, the options in the application will directly link to the
relevant services using an authentication system developed to securely log users into the
necessary services.
All Systems Go – Crescent Property Maintenance System Proposal 48
Project Plan
Project Schedule
The following project schedule represents a tentative itemized schedule of adoption if the
Client chooses to implement the proposed system. This schedule is subject to change per client
instruction and can be more closely tailored to allow for more extensive user training. The
schedule has been formulated on the agreement that the implementation of the system should
take 2 weeks from the adoption of the proposed system and training of the system will occur for
2 weeks after the system is implemented. The following schedule lays out the tasks that will be
necessary to implement the system, ensure that all users have access to the system, and then
follow a train-the-trainer training model to ensure concrete system adoption.
System Changeover
The following system changeover documentation will provide system migration
information from the Client’s current Information System infrastructure into the proposed
Information System’s infrastructure. This approach will be multi-tiered to allow enough time for
end user adoption. The system changeover will occur upon agreed start date defined by the
Client and will be executed to match as close as possible to the proposed changeover plan. The
expectations of the Client show that they prefer a Parallel Changeover implementation that
All Systems Go – Crescent Property Maintenance System Proposal 49
allows the end users to continue using the old system while the proposed system is fully
configured and implemented. This is a low risk implementation as the Client can continue
operating normally while the proposed system is configured and tested to ensure minimal system
outage.
Training & User Documentation
The following documentation serves as a training manual for a full step by step
walkthrough of the proposed system and prototype. System administrators will be required to
review the documentation provided by Wave & Freshdesk for assistance on those platforms.
Admin User
The Admin User can follow the below step by step instructions to access the system:
• Download the ‘Crescent’ Application from your device’s App Store
• Once downloaded, navigate to the ‘Crescent’ App
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• Then Click on the Email & Password areas on the login screen and enter your credentials
• Once entered, click the Sign In button
• Once Signed in, you can select any of the four options listed to access the relevant
services. You can also select ‘LOGOUT’ to log out and go back to the Sign In Screen
All Systems Go – Crescent Property Maintenance System Proposal 51
• For information on using Wave to manage the Financial Services system, please
consult Wave’s user documentation here: https://support.waveapps.com/hc/en-us
• For information on using Freshdesk to manage or create Maintenance Tickets, please
consult Freshdesk’s user documentation here:
https://support.freshdesk.com/support/home
Maintenance Technician User
The Maintenance Technician User can follow the below step by step instructions to access the
system:
• Download the ‘Crescent’ Application from your device’s App Store
• Once downloaded, navigate to the ‘Crescent’ App
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• Then Click on the Email & Password areas on the login screen and enter your credentials
• Once entered, click the Sign In button
• Once Signed in, you can select any of the four options listed to access the relevant
services. You can also select ‘LOGOUT’ to log out and go back to the Sign In Screen
All Systems Go – Crescent Property Maintenance System Proposal 53
• For information on using Wave to manage the Financial Services system, please
consult Wave’s user documentation here: https://support.waveapps.com/hc/en-us
• For information on using Freshdesk to manage or create Maintenance Tickets, please
consult Freshdesk’s user documentation here:
https://support.freshdesk.com/support/home
Resident User
The Maintenance Technician User can follow the below step by step instructions to access the
system:
• Download the ‘Crescent’ Application from your device’s App Store
• Once downloaded, navigate to the ‘Crescent’ App
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• Then Click on the Email & Password areas on the login screen and enter your credentials
• Once entered, click the Sign In button
• Once Signed in, you can select any of the four options listed to access the relevant
services. You can also select ‘LOGOUT’ to log out and go back to the Sign In Screen
All Systems Go – Crescent Property Maintenance System Proposal 55
• For information on using Wave to manage the Financial Services system, please
consult Wave’s user documentation here: https://support.waveapps.com/hc/en-us
• For information on using Freshdesk to manage or create Maintenance Tickets, please
consult Freshdesk’s user documentation here:
https://support.freshdesk.com/support/home
Support & Helpdesk
The following documentation devises a plan to assist the Client with minimizing support
and helpdesk costs and allows a thorough analysis of the available support resources. All
Systems Go will also supply the Client with ongoing technical support that will be utilized at an
agreed upon cost of $500/year after the first free year of support and is based on a 1 billable
hour/month basis. The Client can purchase additional technical support assistance from All
Systems Go at a rate determined at the time of invoice generation after service has been granted.
All Systems Go – Crescent Property Maintenance System Proposal 56
For issues with Freshdesk, the Client can contact Freshdesk Support directly at
https://support.freshdesk.com/support/home by submitting a ticket or consulting their technical
documentation. For issues with Wave, the Client can contact Wave Support directly through the
built in Live Chat function at the bottom left of the Wave website or by consulting their Help
Centre and Community forum at https://community.waveapps.com/?referer=app.
For issues stemming from the HTML application that was customized by All Systems
Go, the Client can contact our Service & Support Specialist directly via email or phone call. The
contact information for this Specialist will be given to the Client in their onboarding package if
the Proposed System Request is agreed to. This contract will allow the Service & Support
Specialist to have 1 hour per month to dedicate to the client’s issues for a fee of $500/year. The
Client can request more time if needed by contacting the Service & Support Specialist for a
quote on requested services. An invoice will then be presented to the Client once the service has
been completed.
Future Upgrades
The following documentation will assist the Client with performing regular security
updates and system upgrades in the future. If the Client requires, All Systems Go can also be
contracted to perform system updates and upgrades for a fee determined at the time of service
request. The Proposed System has been documented to contain a commercial Windows Server to
manage the network configuration of the Client’s main office, 2 personal computers, and from 3
to 10 portable Windows tablets. Once connected to the network, the Client can choose to
upgrade all devices per the guidelines detailed by Microsoft in the following support articles:
https://docs.microsoft.com/en-us/windows/deployment/update/waas-manage-updates-wsus
All Systems Go – Crescent Property Maintenance System Proposal 57
https://docs.microsoft.com/en-us/windows/deployment/update/waas-wufb-group-policy
https://docs.microsoft.com/en-us/windows/deployment/update/waas-wu-settings
To upgrade the system, the Client can choose to purchase more tablets to expand their device
coverage to all maintenance employees. They can also choose to upgrade their internal
infrastructure to expand the services they offer while integrating new services into the existing
infrastructure. The Client can contract All Systems Go to expand or upgrade their system on a
per instance basis. All Systems Go reserves the right to table an upgrade discussion until a proper
proposal can be established.
Meeting Minutes
Outlined in the below section are a copy of Meeting Minutes that were recorded
throughout each meeting that the project team held. All material disclosed in meetings is subject
to non-disclosure as sensitive project material was discussed at length. A summary can be found
below of all matters discussed at each meeting.
• 10/4 o Attendees:
▪ Full Group text chat meeting o Discussion of deliverable focuses o Assignment of member responsibilities
▪ Sarah
• Consulting Information
• Client Information ▪ John
• Current System info ▪ Abdelfattah
• Proposed system information
• Prototype ▪ Cory
• Preliminary Investigation
All Systems Go – Crescent Property Maintenance System Proposal 58
▪ Dylan
• Project Planning
• Meeting Minutes
• Can assist with Prototype as well o Creation of Meeting Minutes document
• 10/10 o Attendees:
▪ Omar, John, Sarah, Dylan o Discussion of deliverable focuses o Discussion of next step in the report progress o Discussed substance of project
▪ Suggested Fresh CRM for the ticket/employee interaction ▪ Property management firm could upgrade to tablets for employees
o Discussed scope of proposed system ▪ In depth
• type of system
• Transactional systems
• Prelim investigation is required to see how far we want to go with
project o Need to identify problems with current system o Need to plan the business cases that the proposed system
would solve
• 10/11 o Attendees:
▪ Every team member present o Discussed Status Report o Discussed roles and responsibilities for each o Discussed timeline for deliverables o Discussed suspension of meetings until relevant timetable resumes
• 11/15 o Attendees:
▪ Everyone o Discussed document production and project timeliness o Discussed progress on roles of project and fabrication of scenario documentation o Each member defined the assets that will be disclosed in each section o Overall progress updates o Discussed suspension of meetings until relevant timetable resumes
• 12/6 o Attendees:
▪ Everyone o Discussed Group progress o Outlined each group member section and delegated specific tasks to each member o Discussed
All Systems Go – Crescent Property Maintenance System Proposal 59
• 12/11 o Attendees:
▪ Everyone o Discussed each member’s project status
▪ Group working on client & deliverable content o Discussed project overall status o Discussed project tasks to be completed by next meeting
• 12/13 o Attendees:
▪ Everyone o Discussed each member’s progress & tasks still pending completion
▪ Sarah
• Has fictional company information all completely fabricated
• Has client company information all completely fabricated
• Tasks to do: o Redo org charts o Make app logo o Add content to various report sections
▪ Corey
• Has worked with John to complete current system information and
place that through the preliminary report
• Working to complete various report sections ▪ Omar
• Has auxiliary services configured and setup
• Working to complete various report sections ▪ John
• Has Current system info complete fabricated
• Working to complete various report sections ▪ Dylan
• Working to complete prototype and system changeover
• Has to complete user training documentation once other members
have system screenshots available
• 12/15 o Attendees:
▪ Everyone o Discussed the progress on the Final Draft of the Proposal o Exported out of documentation sharing medium and formatted Proposal locally
All Systems Go – Crescent Property Maintenance System Proposal 60
References
APP Pricing
Fresh Desk https://freshdesk.com/pricing
Wave https://www.waveapps.com/pricing
Desktop Price
https://store.hp.com/us/en/mdp/business-solutions/eliteone-800-all-in-
one?jumpid=cp_r12131_us/en/psg/hp_elite_aio_mlp/eliteone-800-aio-shop-now#!
Server Price
https://www.google.com/shopping/product/411018850928177636?newwindow=1&client=firefo
x-b-1-d&sxsrf=ACYBGNQ-
JSfRdj_U1ZnrnLGJu_EqGs0_lg:1576000948720&q=hp+server&biw=1920&bih=966&prds=ep
d:3281157428691653453,prmr:3&sa=X&ved=0ahUKEwjygpPH1avmAhUn11kKHemXDdEQ8
wII0AQ
Tablets and Casing
Protective Case https://www.amazon.com/Waterproof-Temdan-Full-Body-Kickstand-
Protective/dp/B07MX2WRLC
Tablet Pricing https://www.att.com/buy/tablets/samsung-galaxy-tab-s4-64gb-black.html
Graphic Vectors
https://conceptdraw.com/a2005c3/preview
https://www.westencoast.com/2018/12/20/project-management/
https://webstockreview.net/images/handshake-clipart-honesty-2.png
All Systems Go – Crescent Property Maintenance System Proposal 61
https://www.svgrepo.com/svg/196250/loyalty
https://depositphotos.com/170923740/stock-illustration-commitment-vector-icon.html
https://www.dreamstime.com/outline-motivation-vector-icon-isolated-black-simple-line-
element-illustration-marketing-concept-editable-stroke-white-image144288307
General Information
https://www.kinetechcloud.com/about-us/
User Documentation
https://support.waveapps.com/hc/en-us
https://support.freshdesk.com/support/home
https://docs.microsoft.com/en-us/windows/deployment/update/waas-manage-updates-wsus
https://docs.microsoft.com/en-us/windows/deployment/update/waas-wufb-group-policy
https://docs.microsoft.com/en-us/windows/deployment/update/waas-wu-settings