IT510 SNHU Systems Analyst Process Final Project Milestone Three Paper Instructions Submit your system requirements. The system requirements model is to be

IT510 SNHU Systems Analyst Process Final Project Milestone Three Paper Instructions
Submit your system requirements. The system requirements model is to be submitted as a Word document that is a combination of sections: a requirements model, a data process model, a data flow diagram, a data dictionary, an object model, and a use case diagram. Copy the image of your diagram into your Word document and include text to ensure that the diagram has proper context within the overall system requirements model through written explanations. Your audience is IT management and the IT project team.FILLER TEXTFILLER TEXTNote that the course project intent is to introduce students to an entire systems analyst process. Each milestone is fairly significant in size if performing an actual project. For the intended learning and exposure to the course project topics, please know that assumptions will have to be made and that any such assumptions should be documented.FILLER TEXTFILLER TEXTFor additional details, please refer to the Final Project Document and the Milestone Three Guidelines and Rubric document. Running head: MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
Mobile App-Based Claims Management System for URCovered, Inc.
Matthew Phillips
IT-510 Advanced Info Technology
Aug 30th, 2019
Kadri Brogi
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MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
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Mobile App-Based Claims Management System for URCovered, Inc.
Mobile apps are increasing at a skyrocketing pace, and it has become important for every
business to deliver world-class customer service. For example, in the area of claims
management, businesses need to deliver world-class customer service to their clients. Today’s
customers are mobile-oriented, and they prefer their issues and concerns to be addressed or
resolved quickly with just a few clicks and taps on their Smartphone at their convenience. This is
also the case with URCovered, Inc., one of the largest auto insurance companies in North
America. URCovered, Inc. has a web-based claims management system which does an
impeccable job for case managers, but the company has discovered that customers need to access
the claims management system on a computer. Most people do not use computers nowadays and
based on feedback by customers of URCovered, Inc., and it has been determined that there is
need to implement a claims management system based on a mobile app for the ease of
convenience for the company’s clients.
Background
The current claims management systems for URCovered, Inc. is web-based meaning that
customers who need to file claims or assess the progress of their claim need to use a computer to
access the system. The web application is easy to use and navigate, and the customer had no
problem solving their concerns with the case managers on the other side of the system. The
problem is that the current claims management system does not offer a personalized experience
for the customer (Kim et al., 2018, P. 5). Also, the current claims management system feels
outdated since most people nowadays use a Smartphone instead of desktop computers. The best
proposal currently is the development of a mobile app claims management system, which will be
meaningful to this day’s customers who prefer mobile apps for a more personalized experience.
MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
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Implementing such a system will improve customer experience for URCovered, Inc. as the
company has identified a customer need that needs to be addressed and in favor of the mobile
application, customers concerns and claims will be served without losing a personal connection
with the claims managers (Kim, et al., 2018, P. 5).
Problem Statement
The current claims management system for URCovered, Inc. does not meet the customer
needs for this day and era. The system can only be accessed via desktop computers in an era
where most companies and institutions have shifted to mobile applications. This is a problem
because URCovered, Inc. is using web applications which could only be accessed via desktop
computers (Jaakkola, et al., 2017). There is a probability that if URCovered, Inc. continues to use
the web application as their claims management system, their customers might choose to find
alternative insurance companies that are more tech-savvy (Jaakkola, et al., 2017). The result is
that URCovered, Inc. will lose their customers to their competitors, and this will affect the
company’s revenue and gross profit.
Another concern is that even though the current system is user-friendly, modern
customers prefer more personalized communication which they perceive that it is possible on a
mobile app (Hsiao, et al., 2016, P, 325). A mobile app-based claims management system for
URCovered, Inc. will allow customers to access all their support tickets, view real-time list of
activity on their tickets, chat with case managers on real-time, and get a timely response on their
concerns on the mobile app. The effects of implementing the mobile app-based claims
management system for URCovered, Inc. is that the company will improve customer service by a
significant percentage. Customers will be more comfortable with the type of service to be offered
MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
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on the mobile app claim management system, and this will boost customer retention for the
company (Hsiao, et al., 2016, P, 35).
Audience
The audience for this proposal is the management of URCovered, Inc. as they are the
ones who requested the IT study of the implementation of a mobile app-based claims
management system. The first consideration when communicating the information of this
proposal to the target audience is to let them know that the project is crucial because lack of
standard customer service will stir customers to other insurance companies offering convenient
customer service (Kim, et al., 2018, P. 25). The current customer service trends indicate that
mobile apps are more preferred nowadays compared to desktop applications which tend to be
used by a few people (Dovaliene, & Piligrimiene, 2016, P. 16). Mobile apps offer ease of access
to critical services conveniently, and this is why the company must invest in the mobile appbased claims management system. The first priority when communicating the proposal to its
audience is to create a sense of urgency in implementing the mobile app for URCovered, Inc.
claims management system. By doing so, the management will not hesitate to implement the
project knowing that their company could be at risk of losing customers because of lacking in
standard customer service platforms (Dovaliene, & Piligrimiene, 2016, P. 25).
Conclusion
Mobile technology is being harnessed to automate many business processes, and this is
because most customers nowadays prefer using Smartphone to communicate and air their
concerns with the companies, they buy products and services from. The mobile app-based claims
management system for URCovered, Inc. will boost the company’s customer retention rates by
offering convenient customer service. Customers will be much comfortable knowing they can
MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
file a claim at their convenient time or location, check the status of their tickets, and have realtime communication with their case managers.
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MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
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References
Dovaliene, A & Piligrimiene, Z. (2016). The relations between customer engagement, perceived
value and satisfaction: The case of mobile applications. Procedia-Social and Behavioral
Sciences, 213, 6-34.
Hsiao, C. H., Chang, J. J., & Tang, K. Y. (2016). Exploring the influential factors in continuance
usage of mobile social Apps: Satisfaction, habit, and customer value perspectives.
Telematics and Informatics, 33(2), 32-39.
Jaakkola, E., Helkkula, A., Aarikka-Stenroos, L., & Dube, A. (2017). Service experiences
beyond the direct use: indirect customer use experiences of smartphone apps. Journal of
Service Management.
Kim, E., Lin, J. S., & Sung, Y. (2018). To app or not to app: Engaging consumers via branded
mobile apps. Journal of Interactive Advertising, 13(1), 3-25.
Running head: MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
Mobile App-Based Claims Management System for URCovered, Inc.
Matthew Phillips
IT-510 Advanced Info Technology
September 3rd, 2019
Kadri Brogi
1
MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
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Mobile App-Based Claims Management System for URCovered, Inc.
Purpose of This Document
This document presents a detailed plan of the mobile app-based claims management
system for URCovered, Inc. the document will be reviewed at the beginning of the project and
will be revised in case of any changes occur during the course of the project (Scharff, & Verma,
2018, P. 29). Any change in structure, deadline, or any part of this document will be documented
as a revision which will be based on the contents of this document.
Intended Audience
The mobile app-based claims management system for URCovered, Inc. project plan
document is intended for the management of URCovered, Inc., project supervisor, and the
development team members. This document should be used by its audience as a base document
to define project milestones and deliverables (Scharff, 2016, P. 26). The project plan will be used
and revised in every phase of the project from beginning to the end, and it will be used by the
management to get insight on the project progress and achieved milestones.
Background and Objectives
The primary goal of this project is to develop a fully functional Mobile App-Based Claims
Management System for URCovered, Inc. The mobile app will have three essential elements,
which include:
1. Main server
2. IOS client application for customers
3. IOS client application for claim case managers.
MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
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The mobile app will first be developed for IOS because URCovered, Inc’s management
prefers that this mobile app be first developed for Apple iPhone/iPad platforms. The company’s
clients will be able to file their claims via IOS client application, and after the claim has been
received, the main server will determine the case manager to assign the claim. The customer will
receive the name of the case manager they will deal with as soon as the case manager accepts the
customer’s request. If the case manager rejects the request, the request will be forwarded to the
next available case manager. The integration of the claim management system will be featurebased meaning that the development will begin with the core functionality and new features will
be added with time (Flora, et al., 2017, P. 6). After a feature is developed, it will be tested and
then integrated into the system. After the whole system has been integrated and thoroughly
tested, it will be delivered to the project supervisor as a fully functional IOS app.
The Mobile App-Based Claims Management System for URCovered, Inc. project is divided
into three categories, which include: organization, documentation and presentations, and
implementations.
1. Organization
•
Project manager
The project leader will be responsible for handling the development team in general. The
responsibilities of the project manager will be getting informed about every upcoming issue. The
project manager will supervise the work of the development team and report to the management
on the progress of the project (Santos et al., 2015, P. 19).
•
Team leader
The team leader will supervise the development team and report to the project manager on
any upcoming or current issues of the project.
MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
•
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Others
The development team members will share the responsibility of attending all project
meetings and dividing tasks to ensure they are delivered on time.
2. Documentations and Presentations
These are the responsibility of every team member, and the content of the documentation is
to be discussed weekly in project meetings. Every document that is required to be delivered is to
be checked by every team member and corrections made if necessary. The presentations should
be made by team members who are going to present them, and they should also be checked and
corrected by other team members (Flora, et al., 2017, P. 6). Two or three team members will be
making the necessary presentations during project meetings.
3. Implementation
Since the Mobile App-Based Claims Management System for URCovered, Inc. is divided
into three major parts, the project roles are defined as:
•
Mobile App-Based Claims Management System developer who will have the
responsibility to develop the mobile application and communicate directly with the
server-side developers (Santos, et al., 2015, P. 19).
•
IOS client mobile application developer will develop the client-side application that will
be used by clients and will communicate directly with server-side developers.
•
The server-side developer will develop a web service to communicate with the mobile
application and will communicate directly with mobile application developers.
•
GUI developer will develop the graphic interface of the mobile app and will
communicate directly with mobile and web application developers (Scharff, & Verma,
2018, P. 25).
MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
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Development Process
The development team will follow a SCRUM methodology for the development of the
Mobile App-Based Claims Management System. The project planning will be done on a
milestone basis, and it will be delivered on a feature-by-feature basis (Scharff, 2016, P. 25).
Planning and Delivery Schedule
The planning will be done by defining milestones and calculating the time needed to
deliver each milestone. To build a milestone, every problem will be broken down into vertical
features (things that are necessary to the users of the system) (Scharff, & Verma, 2018, P. 28).
Once the features that cover the functionality of the mobile app are set, the complexity of each
milestone will be used to determine the time needed to complete each.
Development process
The development of the mobile app will be done on a feature to feature basis meaning
that work on a milestone will be begun in weekly iterations (sprints) (Scharff, 2016, P. 26). The
complexity of the milestone will determine the capacity of the team needed to accomplish the
milestone on time (Sharma, & Hasteer, 2016). All features to be worked on a particular week
will be selected at the beginning of the week and will be communicated to the development team
by the project manager. Once a milestone is completed, the process will be repeated once again
to build a list of features that are needed for the fully functional mobile app (Flora, et al., 2017,
P. 16). The process will continue until the final delivery of the final product.
MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
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Activity Plan
Cost Table
Predecessor
Cost
1,2,3
Dividing the tasks
Gathering requirements
System architecture
Developing Feature 1
Days
1
5
6
7
1,2,3
“ Feature 2
7
$300
1,2,3
“ Feature 3
4
$300
1,2,3
“ Feature 4
10
$300
1,2,3
“ Feature 5
7
$300
“ Feature 6
7
$300
Adding optional functionality
Mobile App Testing
Mobile app Acceptance Testing
Documentation
Final Product Total
14
14
14
25
54 Days
$500
$300
$280
$360
$4850
9
Activity
$200
$150
$1800
$1200
MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
Resource Loading Chart
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MOBILE APP BASED CLAIMS MANAGEMENT SYSTEM
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References
Flora, H. K., Wang, X., & Chande, S. V. (2017). An investigation into mobile application
development processes: Challenges and best practices. International Journal of Modern
Education and Computer Science, 6(6), 1.
Scharff, C., & Verma, R. (2018). Scrum to support mobile application development projects in a
just-in-time learning context. In Proceedings of the 2010 icse workshop on cooperative
and human aspects of software engineering (pp. 25-31). ACM.
Scharff, C. (2016). Guiding global software development projects using Scrum and Agile with
quality assurance. In 2011 24th IEEE-CS Conference on Software Engineering Education
and Training (CSEE&T) (pp. 24-28). IEEE.
Santos, A. R., Sales, A., Fernandes, P., & Nichols, M. (2015). Combining challenge-based
learning and scrum framework for mobile application development. In Proceedings of the
2015 ACM conference on innovation and technology in computer science education (pp.
18-24). ACM.
Sharma, S., & Hasteer, N. (2016). A comprehensive study on the state of Scrum development. In
2016 International Conference on Computing, Communication and Automation (ICCCA)
(pp. 17-32). IEEE.
IT 510 Milestone Three Guidelines and Rubric
You will submit your system requirements. The system requirements model is to be submitted as a Word document that is a combination of sections: a
requirements model, a data process model, a data flow diagram, a data dictionary, an object model, and a use case diagram. Copy the image of your diagram into
your Word document and include text to ensure that the diagram has proper context within the overall system requirements model through written
explanations. Your audience is IT management and the IT project team.
Specifically the following critical elements must be addressed:
II.
System Requirements: Detail the specific requirements of your case. Be sure to include screenshots of all relevant diagrams, charts, and tables.
a) Requirements Modeling: Assess the current system to identify the requirements for the new system. Be sure to address each of the following
aspects: outputs, inputs, processes, performance, and controls (i.e., security).
b) Data Process Model: Create a visual representation of all relevant data processes that represents a logical model of the requirements of the
system based on the systems development life cycle.
c) Data Flow Diagram: Create a visual representation of the data flow based on the systems development life cycle.
d) Data Dictionary: Create a data dictionary that annotates your system requirements to build clarity in communicating with the relevant
audiences.
e) Object Modeling: Use appropriate object modeling techniques and tools to describe the system requirements.
f) Use Case Diagrams: Create (a) use case diagram(s) that outline the system requirements based on the systems development life cycle.
Rubric
Guidelines for Submission: Milestone Three should follow these formatting guidelines: 4–6 pages, double-spacing, 12-point Times New Roman font, one-inch
margins, and citations in APA.
Critical Elements
Requirements
Modeling
Exemplary (100%)
Meets “Proficient” criteria and
selects particularly insightful
examples and supporting
evidence
Proficient (90%)
Assesses the current system to
accurately identify the
requirements for the new
system (including the outputs,
inputs, processes, performance,
and controls) using specific
examples
Needs Improvement (75%)
Assesses the current system,
but either does not accurately
identify the requirements for
the new system; does not
address the outputs, inputs,
processes, performance, or
controls; or does not use
specific examples
Not Evident (0%)
Does not assess the current
system to identify the
requirements for the new
system
Value
15
Data Process Model
Meets “Proficient” criteria and
visual representation of the
systems development life cycle
is substantiated with examples
Creates a visual representation
of all relevant data processes,
representing an accurate logical
model of the requirements of
the system based on the
systems development life cycle
Data Flow Diagram
Meets “Proficient” criteria and
visual representation reflects an
in-depth assessment of the
systems development life cycle
Creates an accurate visual
representation of the data flow
based on the systems
development life cycle
Data Dictionary
Meets “Proficient” criteria and
definitions reflect an in-depth
evaluation of the paradigms,
processes, and activities of IT
systems
Meets “Proficient” criteria and
techniques and/or results
demonstrate in-depth
examination of structure and
object-oriented analysis
modeling
Meets “Proficient” criteria and
diagram(s) reflect(s) an in-depth
assessment of the systems
development life cycle
Creates a data dictionary that
annotates the system
requirements and would
effectively build clarity with
relevant audiences
Uses appropriate object
modeling techniques and tools
to effectively describe the
system requirements
Object Modeling
Use Case Diagrams
Articulation of
Response
Submission is free of errors
related to citations, grammar,
spelling, syntax, and
organization and is presented in
a professional and easy-to-read
format
Creates (a) use case diagram(s)
that accurately outline the
system requirements based on
the systems development life
cycle
Submission has no major errors
related to citations, grammar,
spelling, syntax, or organization
Creates a visual representation
of data processes, but there are
significant gaps or the logical
model of the requirements of
the system is not appropriately
based in the systems
development life cycle
Crea…
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