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MEWA tender Faraj, Customer service management system, Invoice management…
MEWA tender Faraj
Property management system
Violation management system
Invoice management system
Customer management system
Integration Internal and third party systems
Customer service management system
Directing complaints between different users, work teams and / or departments
Managing the SLA and escalation each case as per its type
Determination the approval hierarchy for each case by type
Determination the task list to accomplish cases based on the type of case
Attaching documents related to the complaint report
Registration of all internal and external emails with the customer to the Entity Profile (Party Case)
Supporting of the evaluation of customer satisfaction at every stage through tools and dashboards
Providing of complaints management tools
Flexible methods of closing the complaint
Supporting of online chatting (through the information provided by the customer)
Supporting creating an automatic case through social media
Automatic responding to the social media
Supporting of the authorization feature
Registration and following of tasks
Assigning, authorization, and tracking of progress on all tasks
Sending of reminders before assignment due dates
Determination of different types of tasks (active, in progress, completed, and to do tasks)
Creating of new requests for complaints or services through previous requests or forms
Identification and retrieving of customer information by customer name, contact name or phone number
Creation of complaints or requesting from a predefined list of common activities
Creation of hypothetical response scenarios to client requests, recurring complaints or questions
Saving of the date, customer name, method of receipt, by the user
Quickly classification of complaints or service requests for individuals or groups
Scheduling of customer calls to study performance
Connectiong of support complaints to other complaints and resolving them as a group
Connecting of support complaints with services
Tracking of complaints by due date, open days, and percentage completed
Keeping of a report of operating the notes on complaints and the results of each complaint
Fully description of the complaint, the solution, and the reason for the complaints should be displayed on one page
Diagnostic tools that in turn suggest questions based on the type of complaint on the service or on the product or previously defined by the user
Searching by the keywords
Coping the old historical grievance resolution record into open complaints
Online common questions classified according to the type of complaint, type of service, or pre-defined by the user
Classification of search results and solutions to proposed complaints according to relevance
Creation an activity plan or task list for detailed customer service solutions or follow through
Uploading of documents or other electronic files related to each complaint to the services and methods of solution
Creation of alert notification history for any complaint
Determination of complaints automatically based on various criteria
Automatically notification assigned employees of new complaints tasks
Automatically forwarding email notifications to clients regarding receipt, status, or completion
Automatically escalate complaints based on date, time or failure in SLA
Sending e-mails to the customer to the call center officer and the call center manager
Scheduling a customer service task or 'do' a reminder for one or more people, to be completed at the same or different times
Including a specific plan for resolving complaints based on the type of complaint or customer
Automatization of complaints surveys
Automatically resubmittion or escalate survey responses based on response values or results
Automatically updating customer service complaints according to the historical activities of each account
Creating fax-automatic, email-automatic, or copy-printed letters from templates by clicking a button
Sending e-mail to a group of user-defined accounts
The supplier provides tools to allow the user to create and automate approvals to ensure complaints are resolved quickly and effectively
In order to increase performance, the system's ability to enable users to create relevant support policies, procedures and best practices within web pages that are formatted with good content and include them in specific pages in the CRM system
Creating online knowledge bases to not duplicate answers to common questions by providing correct answers for non-technical users
Self-service (to allow customers to submit a complaint online and review the status of the complaint)
Automatically uploading complaints submitted to the self-service to the customer support unit
Self-service allows customers to do a search on questions, answers or browse the online knowledge base on specified documents
Self-service includes additional support links
Clients have the option to start instant messaging (IM, self-service)
Reviewiving the complaints analysis report by type of complaint, category of complaint, service provided and other user-defined segments and classifications
Providing "cause" reports and analysis to identify problem patterns and solve causes
Tracking complaint activity history of complaint, user, type of activity
Including writing reports, modifying, customer support or writing new reports
Central information repository for sharing electronic files and documents (such as customer surveys, customer response documents)
Providing security by the user to the central guarantees
System to login/ exit document management procedures
System to complete the historical review of the use of documents
All complaints are secured and provided globally by the Director of Customer Support Representatives (CSR)
Implementation of global security settings and apply specific security settings for complaints
View an audit that includes all changes made to the complaint, including the user who made each change, the date and time, and the fields that changed
The system provides a (non-technical) complaints processor to the Help and Support Center
Providing the ability to create or use import forms for repeated imports (importing complaints from multiple sources)
Providing modification to make specific or comprehensive adjustments to the data (such as resetting all complaints from one supplier to another supplier)
Possibility for the non-technical user to modify tables in the system in order to define the columns, column order and column headings - according to the user or role
Possibility for a non-technical user to modify webpage forms without any programming knowledge
Possibility for the non-technical user The ability to modify, add or remove elements in the entire system according to the users or their individual roles
Possibility for the system administrator to define user files - such as the CRM homepage, maximum file size limit, and password rules
Invoice management system
Managing billers and billing categories
Classifying revenue (source - type)
Automatization the process of following up invoices with customers, whether they are related to leases, violations, or various revenues by sending letters in an automated way through e-mail and text messages to remind the customer that there are bills to be paid
Manually registration revenue invoices in the system
Automatization the billing process (automate the issuance of invoices between the ministry and the customer and send those invoices in an automatic way through e-mail and text messages to notify the customer that the invoices have been issued)
Determination the ministry’s services
Connecting services with the Ministry's revenue accounts
Determination the method of calculating fees for each service
Determination of different and various invoice groups for invoice classification
Modification / activation / deactivation invoice groups
View the invoice categories data (the agreement with the collection system on the invoice characteristics)
The mechanism for the invoice to be based on an invoice number only or an account number and an invoice number
Sending payment notifications is refundable or not
Setting the invoice expiration date
Automatic identification of invoice numbers, so that the system allows four optional components (year - month - day - fixed value) and a basic component, which is the invoice series
Reason settings so that the property enables the user to define causes
Managing official holidays: The feature enables the user to define the official holidays in the country, which will be used to know the official working days and which are used in the reports
Connecting with the property management system to automatically issue rent invoices
Connecting with the violations management system to issue invoices for violations automatically
Connecting with the receipts system (the enterprise resource planning system "Oracle") for the purpose of register the revenues resulting from the three types of operations (real estate management, violation management, the rest of the types of revenues) recorded on the system and recording the entries of collections resulting from payments from different clients on the collection system
Connecting with the business intelligence system to create reports and dashboards
Connecting with a collection system for the purpose of posting the issued invoices so that all external parties can pay them through the system and receive the information related to collection through a collection system to update the status of the bills that they have been paid
Connecting with the Filenet electronic archiving system in order to archive documents automatically
Adding a new revenue account to the ministry's list of revenue accounts.
Activating the Ministry's revenue accounts
Disrupting the Ministry's revenue accounts
Matching mechanism with payment notifications for collection
Matching mechanism with notifications of recovery requests for collection
The condition of "invoice source" and all options related to this requirement (this includes the bill registration screens, bill amendment and invoice inquiries)
Billing services mechanism (revenue accounts) for users
Property management system
Definition and managing real estate through the system
Registration contracts through the system
Approving contract in the system
Transfer rental bills to the invoice management system
Automatization the process of issuing invoices to clients according to the schedule of payments between the ministry and the customer
Extension of the lease
Assignment of lease land
Termination the contract
Requesting to amend a valid contract data (Modifying the action and add partners)
Managing maintenance requests through the system
Tracking maintenance requests
Issuing the invoice automatically
Transfer invoices to the SADAD system so that all parties can pay through the system
Receiving the collection information through the SADAD system to update the status of the bills
Definition and providing customer information through the system
Extracting maps of geographical areas
Extracting a report that shows information about the contracts
Connection with inventory and warehouse management to register any materials used
Connection with Absher to facilitate employee access to the system
Providing all integration points (APIs) (retrieve, add, edit, cancel)
Connection with the land platform
Violation management system
Comprehensive analysis of the various procedures for controlling the violations that are carried out in the Ministry's agencies, which leads to the possibility of standardisation procedures
Connecting with the field visit system to complete the inspection tours and register a number of violations through the application of smart devices
Complection the rest of the steps of the standard procedure through a web system that performs all the related functions (monitoring, paying or canceling violations ...)
Changing in the violations at all stages
Flexible methods of closing the violation
Enabling the system administrator to define user files
Mechanism for issuing the seizure report for the list of violations
Mechanism for writing report
Mechanism for auditing and reviewing the report (approval - rejection)
Mechanism for sending the request to all members of the committee, every person can insert his recommendations on the report before the private meeting
Mechanism for sending the violation report data to the Violations Committee
Mechanism for deciding on a violation report and approving it
Sending the punishment electronically to the violator
Enabling the violator to file a grievance within a specified period from the date on which he was notified of the notification
Connecting with HR to retrieve employee data
Connecting with inventory and warehouse management to record any materials that are disbursed during the inspection process
Connecting with the national violations platform and exporting the violations list from the violations system that will be developed
Connecting with unified access to facilitate employee access to the application and system
Connecting with the reporting system and linking the reports to the violation report
Providing all integration points (APIs) (retrieve, add, edit, cancel)
Connecting with the invoice management system
Property management system
Functions
Managing of the operations
Maintenances of the property
Saling of the property
Collecting of the rents
Collecting of the installments
User groups
MEWA
Tenants
Investors
Landowner
Admins
System parts
Real estate management
CRUD real estate and land
Location and area of property or land
State of property or land (arable, unarable, commercial building, residential building)
The purpose of the property (land reclamation, fish farms, livestock farms)
Managing leases for real estate and lands
Registration contracts
Real estate or land under contract and all its data
The customer to be contracted with and all of their data
Contract duration
Contract terms and conditions to be committed by the tenant
Rent value, payment schedule and date of each payment
Approving contract
Editing contracts
Relinquishing leased land
Extension of the lease
Assignment of lease land
Termination the contract
Requesting to amend a valid contract data (Modifying the action and add partners)
Transfer rental bills to the invoice management system
Automative issuing invoices according to the schedule of payments
Managing maintenance requests
CRUD maintenance requests
Building
Type of faults
Cause of maintenance
Complete or temporary closure of the property
Tracking maintenance requests by statuses
Connection with inventory and warehouse management to register any materials used
Managing invoices for real estate and land
Issuing rental invoices automatically
Carrying invoices issued to a payment system
Receiving the collected information from a payment system and updating invoices statuses
Land services
(already implemented, only connecting)
Services that support Saudi agriculture in the allocation and leasing of suitable agricultural land for investors
Services aimed at achieving the desired justice in relation to agricultural land issues
Automatization of process requesting permission to set up agricultural factories on land owned by a deed
Customer Management
Identifying clients
CRUD clients
Name
National ID number / residence in the case of residents
Commercial register number in the case of commercial companies
Communication information such as phone, email address and postal address
National
Dashboards and reports
Extracting maps of geographical areas
Real estate information and its condition
The percentage of properties and land rented compared to the total properties and land offered for rent
The extent to which all rental properties are exploited in order to develop the ministry's revenues
Extracting customer reports
Basic customer information
Real estate and land leased by the client
Invoices that have been issued and sent too
Any delay related to the payment of due amounts
Extracting a report that shows information about the contracts
Electronic archiving
Electronic archiving of documents automatically
Integrations
Current system
Connecting Maintenance managing part to the Asset maintenance system
Connecting with the Land platform
Connecting with institutional Resource Planning Management System (SRP)
Connecting with Electronic archiving system
Providing all integration points (APIs) retrieve, add, modify, or cancel any property data so that they are available to be linked to various ministry systems
Connecting with inventory and warehouse management to register any materials used
New system
Connecting Leases managing part to the Invoice management system
Connecting with Customer relationship management system (CRM)
Third party systems
Connecting Invoices management part with SADAD Payment system
SMS service
Connecting with Absher to facilitate employee access to the system
Violation management system
Functions
Controlling the individual or property violations as a result of not complying with one of the ministry's regulations and standards
User groups
Complainant
Members of committee
Inspector
Violator
Commission
Мerification specialist
Admins
System parts
Violation registration
Receiving violation request
Registration of a violation in the system
Checking of violation existence
Writing of arrest warrant
Signing of arrest warrant
Handing the arrest warrant over
Attaching the pictures of the control of the violation
Committee reviewing
Notification for all committees members
Adding committees initial recommendations
Adding photos
Committee meeting
Approving of the violation
Sending of the meeting protocol to the commission
Decision of commission
Reviewing protocol by commission
Making decision
Notification the violation
Automatically generating a picture of the penalty decision
Sending it electronically to the violator
Filing an appeal
Registration of an appeal from a violator
Approving of the violation
Officially violation approving during time limit
Issuing of invoice
Forming an invoice to payment of a violation
Sending an invoice to a violator
Sending notification about payment with time limits
Changing of commission decision
Changing status of violation
Sending notification to the violator
Reporting
Forming different reports
Sending reports to stackholders
Printing reports
Printing
Printing every documentation into the system
Sending copies of documentation to the stackholders
Integrations
Current system
Connecting with Field visit system
Connecting with Citizen voice system
Connecting with Asset maintenance system
Institutional Resource Planning Management System
Connecting with inventory and warehouse management to register any materials used
New system
Invoice management system
Connecting with Customer relationship management system (CRM)
Third party systems
Supposing connecting with the application of smart devices (mentioned but don't described)
National violation platform
SMS service
Connecting with Absher to facilitate employee access to the system
email service
Connecting with unified access to facilitate staff access to application and order.
Connecting with geographic information system
Invoice management system
System parts
Managing customer information
CRUD customer information
Name
National ID number / residence (in the case of residents)
Commercial register number (in the case of commercial companies)
Phone
Email
Postal address
Billing management
CRUD billing information
The number of the bill
The invoice is based on only an invoice number or account number and invoice number.
Class Code
Payment notification are refundable or not.
Billing category activating/ deactivating
Revenue classification
Classification revenue according to its origin
Billing process
Automatic billing for customers
Sending invoices to the customers automatically by e-mail
Sending SMS notify the customers automatically
Automating the billing process for violaners
Sending invoices to the violaners automatically by e-mail
Sending SMS notify the violaners automatically
Manually registration invoices for miscellaneous revenue
Sending invoices to the customers automatically by e-mail
Sending SMS notification the customer
Following up on invoices
Follow up on invoices of every customers (rents, irregularities, miscellaneous revenues)
Sending invoices to the customers automatically by e-mail
Sending SMS notification the customer
Service management
Definition of the ministry's services
Connecting services to the ministry's revenue accounts
Modifying
Activating
Disabling
Calculation the fees
Fixed charges
Indicative fees
Hand fees
Mathematical equation
Accounting for billing groups
Definition of different and diverse groups for billing classification
Modifying billing kits
Activating billing kits
Disabling billing kits
Invoice categories
Viewing billing category data
The invoice is based on only an invoice number, account number and invoice number
Payment notifications are refundable or not
Is it necessary to enter an expiration date for the invoice or is it automatically calculated by the system based on a indicative period defined as counters
Automatic billing settings: The system allows four optional components (year- month- day- fixed value) and a mandatory component which is the bill series
Preset settings
Cancel the invoice
Request for refund
Cancel the refund request
Public Holiday Management
Identification of public holidays in the country
Report system
Detail revenue reports
Type of revenue
Total revenue value
Value collected from recorded income
Rental clients
Client Basic information
Issued and sent invoices
Delayed payments
Perpetrators of the offence
Information of the violation
Issued and sent invoices for violaners
Delayed payments
Tracking invoices reports
Invoices by statuses
Rental payments
Scheduled payments by different filters
Cash flow
Tracking of invoices and payments according to the issued date
Reports with the age tables of the debtor's supplier
Additional tasks
Settings
CRUD revenue account of the ministry's
Activation revenue ministry's account
Deactivation revenue ministry's account
Billing for Collection system
The matching mechanism with payment notifications for a collection system
The mechanism of matching with the recovery request notices for the collection system
The 'Invoice Source' requirement and all the choices and fields of this requirement (including billing screens and modification
Invoices and billing query
Creating, querying and paying invoices by Api Collection system
System of powers
Mechanism for granting powers at the level of billing services (and hence revenue accounts) to users
The system of work on subsidiaries that have tax numbers with the Ministry of Finance
Mechanism for other branches to connect the users of the high level
Mechanism of partial payment, overpayment and advance payment.
Refund requests only on payment notices for Collection system
Reports and queries are only for system data and not any other billing system data
Identification of user-specific data in the Active Directory user data server, such as the user's Arabic name and number.
Identification of the sub-or main entity in which it operates
Integrations
Current system
Connecting with Receivable system (Oracle's ERP)
Connecting with Business intelligence system to create reports and dashboards.
Connecting with Electronic archiving system
New system
Connecting with the Real estate management system
Connecting with the Violation management system
Third party systems
Connecting with POS terminals and payment devices
Connecting with Collection system
Functions
Managing payments, billers and billing categories
User groups
MEWA
Tenants
Customers
Violaners
Investors
System separation of the tasks and powers by follow functionality
Identification customers
Determination revenue types
Recording invoices manually
Issuing invoices for rentals and violations automatically
Extracting reports
Reconciliation accounts
Admins
Customer service management system
Functions
Managing customer relations, complaints, issues and communications
Achieve the strategic objectives and operational efficiency
Improve ministry's services provided internally
User groups
MEWA
Customers
Admins
System parts
Receiving customer requests
(Level 1)
Classification of request types
Suggestions
Queries
Complaients
Submission of a request (inability to resolve)
Dealing and following up cases
Communications and changing statuses
CRUD cases and statuses
Monitoring services quality
Monitor the quality of the services provided to customers according to SLA
Assestment of customer satisfaction with these services
Providing the evaluation feature on the service
Customers informing
Direct contact
Text messages
Email
Social media
Information with a single screen
Direct communication with the decision makers
Communications channels
Call centers
Offices and branches
SMS
Social media
Email
Electronic services
Processing
Direct request to the system
Registration of complaints
Recording all steps of complaints path from any communication channels
System notifications and following up every users of the system
Searching of cases
System of workflow avtomatization
Generating daily/weekly reports
Settings of route cases, configure rules, and alerts.
Escalation Level 2
Competent departments
Connect with branches
Dealing with and following up the cases
Communications and changing statuses
Automatic export of judgments to the implementation management system
Dealing with and following up the implementation of the sentences issued through the committees and implementing parties
Collecting a fine
Escalation Level 3
Communicate with external parties regarding the provided services
Integrations
Current system
Connecting with Field visit system
Connecting with Citizen voice system
ITSM Technical Support System (Technical Support)
Administrative communication system
IBM File Net system for archiving and file preservation
The outer gate
New systems
Violation management system
Invoice management system
Real estate management system
Third party systems
Anam Plus Platform
Organic production system
Agricultural platform
Ostrich Subsidy System
Report system
Well drilling license system
Well drilling contractors’ system
Harvest Plus System
Afforestation system
Waterproofing system
Rehabilitation of veterinary facilities for camel numbering
Services provided to the customer through the ID number. (National identity, residence, commercial register, license, mobile)
National Water Company
Social networks
Email
Providing API to integration single screen to any third party services
Launching and operating of the systems
Project input documents
Determining the methodology adopted for project management
Detailed project plan that defines the project phases
Detailed resource plan
Project document templates
Adopting a methodology compatible with the requirements
Approving the Ministry's identity in all designs
Providing employees
Providing operational and administrative support throughout the project period
Providing a project manager throughout the contract period who has full powers from the General Administration
Provide 2 specialists in the ministry who are experienced in dealing with users for all system to provide the process of operational technical support
Hosting
Unlimited number of users
Hosting the system on the infrastructure, operational environment and ministry equipment available in the General Directorate of Technology and The Use of Rule Licenses
Providing any devices related to the operation of the system or the infrastructure of the Ministry
Project outputs and documents
Operating guide
User Guide (Video)
Document analysis and design of the system
Document preparation and installation of the system
The test document of the system
The technical details of the systems (technical guide)
Evidence of the use of systems in Arabic
Document explaining the source codes
Training on the property management system
Workshops
Workshop for all the beneficiaries of the system in the main departments of the regions
Workshops at the ministry's headquarters
Workshops for Admins according to schedule
Workshops for users according to schedule
Training
Training on the system at the ministry's headquarters
Training a group of users identified by the ministry to manage and control the system
User manual
300 printed copies user manual in Arabic
300 laser discs user manual in Arabic
Audio and video instructions
Technical support for systems
Submitting a mechanism of providing technical support
Submitting a plan to train
Check on a daily basis the performance of the systems and the servers
Technical support
Solving the problems of the systems
Improving and adding and responding to users' requests for systems
Technical support for hardware in the management of the system
Technical support internal network problems or all infrastructure problems
Making periodic copies of the application
List of requirements by systems
