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Service Description - Bipper Solution

Title: Service Description Bipper Solution

Document
type: v 2.0

Solution outline
Bipper
Child
implications

From:

Security

service

Atanas Raykov

To:
Date:
Subject: Bipper Child Security Solution
Cc:
Project:
Promotion:

Tariff:

Product

Document Label: Service Description VIVACOM Bipper Solution

Version: 2.0

Created by: Atanas Raykov

Date: 12/11/2010

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Document
type: v 2.0

Service Description - Bipper Solution

Title: Service Description Bipper Solution

PRODUCT DEFINITION

Business Programme

Project Name

Project Type

Bipper Child Seurity


Solution

Enabling Bipper
Services

Product Group

Product Name

Mobile services

Bipper

Project Manager

Product Manager

Product Development
Manager

Momchil Marinov

Maya Rakovska

Atanas Raykov

Product Family

Document Label: Service Description VIVACOM Bipper Solution

Version: 2.0

Created by: Atanas Raykov

Date: 12/11/2010

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Service Description - Bipper Solution

Title: Service Description Bipper Solution

VERSION CONTROL

Issue

Revision date

Summary of Changes

Author

V 2.0

12.11.2010

Second draft

Atanas Raykov

Document Label: Service Description VIVACOM Bipper Solution

Version: 2.0

Created by: Atanas Raykov

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type: v 2.0

Service Description - Bipper Solution

Title: Service Description Bipper Solution

Document purpose
PURPOSE
This document with included appendices serves as the primary source of information
relating to the specification, development and implementation for the following postpaid
service: Bipper Child Security Solution.

Document Maintenance
Maintenance and communication of this document is the responsibility of the Product
Manager.

Scope and objective


This documentation should be used as the starting point & master data for developing
service and can be used to create the following materials

To support technical design

To support IR, CR, presentation

To support process design

To support business rules

To provide an input to training

To provide Answers to FAQs

Document Label: Service Description VIVACOM Bipper Solution

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Created by: Atanas Raykov

Date: 12/11/2010

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Service Description - Bipper Solution

Title: Service Description Bipper Solution

TABLE OF CONTENTS

1. General
1.1 Product Overview
1.2 Target Market
1.3 Key Features
1.4 Training
1.5 Key constraints
1.6 Key drivers for forecasting
1.7 Legal
1.8 Regulatory
1.9 Suppliers & third parties
1.10 Service offering Business Rules

2. Sell
2.1 Sell Overview
2.2 Sales channels
2.3 Commission processes & systems

3. Provide
3.1 Provide Overview
3.2 Availability
3.3 Purchasing & Logistics

4. Operate
4.1 Technical Overview
4.2. Web Portal Management
4.3 Quality of Service

5. Assure
5.1 Assure Overview
Document Label: Service Description VIVACOM Bipper Solution

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Service Description - Bipper Solution

Title: Service Description Bipper Solution

5.2 Fault preventative and management


5.3 Product support capabilities
5.4 Fraud & security

6. Bill & Collect


6.1 Bill & Collect Overview
6.2 Bolt-On structure
6.3 Payment process

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Service Description - Bipper Solution

Title: Service Description Bipper Solution

1. General
1.1. Product Overview
VIVA Bipper Child Security Solution, provided by Sirma, enables parents to control the
safety of their children via pre-loaded application on the SIM cards and user web
interface. The solution provides outgoing calls control (e.g. the children cannot distract
themselves during classes), cost controls (based on number of messages and outgoing
minutes) panic number dialling and location services.
1.2. Target Market
The service is targeted at postpaid consumer clients with children between 5 and 15
years of age.
1.2.1 Targeted market segment based on customer type:
- Postpaid customers
1.2.2 Targeted market segment based on customer profile:
-

Age 25 - 45

Mid and high-income;

Urban population

Technologically advanced;

Having children between the age of 5 and 15

1.3. Key Features


- Provide to VIVACOMs clients unique solution with no analogue on the market;
-

Bring more comfort and safety to our clients;

Offer high security by providing a complete end-to-end integration of the


solution;

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Service Description - Bipper Solution

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Solution Overview

1. Connectivity Diagram

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Service Description - Bipper Solution

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2. Servers architecture and interfaces

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Service Description - Bipper Solution

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3. Bipper Online Interface Functionality


Bipper Web Portal Features
The following is very high level list of functionalities

My Contacts

Add contact / search for contact

My Kids

Add child

Profile

Child Locator

Phonebook

Safety Alarm

Time Control

Cost Control

Block Phone

History

The following diagrams describe my.bipper.bg portal functionality and architecture. These
designs are conceptual and are intended to give an approximate view. They might have
changed during the future development.

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Service Description - Bipper Solution

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Future Developments new functionalities will be added, enabling call control of


incoming calls.

1.3.2. Billing characteristics:


The service is billed trough the mobile CC&B. The solution is provided as a part of 2
special voice tariffs VIVA Bipper and VIVA Bipper+.
The customer should be able to receive an itemized bill as for the standard VIVACOM
Consumer and mobile tariffs.
Calls to the special panic number 000 will be billed at 0.60 BGN/min. Future decreases
(or increases) of the price is possible.
1.3.3. Reports and statistics
-

All current reports for the existing consumer tariffs should be applied

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Service Description - Bipper Solution

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1.4. Training
Training will be provided onsite via VIVACOM commercial team using training materials
from Sirma.
1.5. Key Constraints
-

Time for implementation;

Integration with existing VIVACOM systems;

Legal Issues

1.6. Key Drivers for Forecasting


1.6.1. Market Needs
The Telecommunication market has the need of such service that brings a large number
of benefits for the customers. VIVACOM will be the first operator to launch the service on
the market.
1.6.1. Service Features
-

Integration with customer CRM & BI systems

Full end-to-end security;

Combined solution a service for both the parent and the child.

1.6.4. Competitive Advantage


-

New service on the market, offered exclusively by VIVACOM

A child safety solution combined with attractive voice tariff to meet all
communications needs of the child.

Easy to use - the service does not require special technical knowledge.

1.7. Legal
1.7.1. Internal legal requirements
1.7.2. Legal requirements for VIVACOM
- The service is provided as part of the included functionalities of two voice
tariffs, specially designed for Bipper customers, available with 1 and 2-year
contracts.
-

VIVACOM should provide a co-branded media coverage upon the launch of the
service and thereafter.

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The end user will be notified via pop-up that he/she is a subscriber of a Bipper
service in order to prevent fraud.

1.7.3. Legal Requirements for the Customer:


-

New customers will sign a standard VIVACOM contract for mobile services in
accordance to the companys General Terms & Conditions.

1.8. Regulatory
Unregulated service
1.9. Suppliers & third parties
The service is provided by Bipper through Sirma.
1.10 Service offering Business Rules
1.

The service will be applicable for new and existing VIVACOM customers.

2.
All billing features will be defined on customer level. Depend from the customer
current discounts the service will be activated on NEW or EXISTING billing account.
3.

Special rules for Fraud & Credit Risk monitoring and prevention will be provided.

4.
For all new and existing subscribers to the VIVA Bipper tariff plans a SIM
replacement should be done when signing the new contract. A special VIVA Bipper SIM
card is given according to the standard procedures for the SIM replacement process.
5. The VIVA Bipper services(control, localization and panic number) are activated and
modified through the web portal my.bipper.bg where the parent creates an account for
themselves and their child.

2. Sell
2.1. Sell Overview
2.1.1. Process Flow 2.2. Sales Channels
- VIVACOM Residential Sales shops

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2.3. Commissions Processes and systems-

3. Provide
3.1. Provide Overview
3.1.1. Organisations- TBD
3.1.2. Systems TBD
3.1.3. Processes TBD
3.2 Availability TBD
3.3 Purchasing & Logistics TBD

4. Operate
4.1. Technical Overview SIM Specifications
Bipper service is an applet (aka BipperSIM) that runs on the users SIM card. The applet
is JavaCard compatible and requires Java SIM card supporting the following
specifications:
GSM 11.11

GSM 11.14

3GPP TS 03.40

3GPP TS 03.48.

The BipperSIM applet technical requirements are:


approximately 10k free memory to install applet
310 bytes RAM

1 timer

1 menu entry

full access to the SIM card file system (optional)

BipperSIM applet can co-exists with other applets on a single SIM card providing that
other applets does not interfere with BipperSIM TAR and does not handle any of the
following SIM card events:
CALL CONTROL BY SIM
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Service Description - Bipper Solution

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MO SHORT MESSAGE CONTROL BY SIM

SIM cards that will run Bipper service shold be provisioned and preconfigured to support
the following events:
CALL CONTROL BY SIM

MO SHORT MESSAGE CONTROL BY SIM

Communication between BipperSIM and myBipper is based on binary SMS (Class 2 SIM
Download messages).
4.2. Web portal management
All the VIVA Bipper services can be activated and modified through my.bipper.bg where
the parent creates an account for themselves and adds their child details. As a part of the
registration process a confirmation SMS will be sent to the VIVA Bipper SIM card so that
the availability of the phone could be verified. After entering the code from the SMS the
services are be activated.
At my.bipper.bg the parent can create a list of contacts divided in two groups:
1. An Always group contacts whom the child can always make calls and
send SMS to
2. A Limited group contacts calls and SMS to whom could be restricted
when needed
At my.bipper.bg the parent can create limitations in terms of:

1. Time control certain periods of time when the child cannot call or text to
the Limited group.
2. Consumption control certain amount of outgoing minutes and SMS could
be entered on a weekly basis.
At my.bipper.bg the parent can create a list of contacts to whom a simultaneous call
would be if the child dialed the panic number 000
At my.bipper.bg the parent can capture the current location of their child
4.3. Quality of service
The main QoS measurement for the moment will be the location accuracy and system
uptime, which will be measured by the number of received calls from end customers.

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Quality of service is constantly monitored by Sirma and VIVACOMs teams and if there
are issues that are noticed VIVACOM CS and P&S have access to Sirmas trouble ticketing
system JIRA for escalating problems.
5. Assure
5.1. Assure Overview
5.1.1. Organizations:

Credit Risk & Collections


Fraud management team
GSM Core Network

5.1.2. Systems - all

current systems and procedures, used by VIVACOM.

5.1.3. Processes all current processes used by VIVACOM currently.


5.2. Fault Prevention and Management
5.2.1 Fault prevention the process will cover end to end guaranties to the customer
premises (access point). The customer is responsible for its infrastructure.
5.2.2 Fault management the process will be managed trough:
First level of support:

VIVACOM Customer Service;


VIVACOM Technical Desk;

Second level of support:

Sirma Mobile Support teams;


VIVACOM Core Network Division;
VIVACOM Operations;

5.3 Product support capabilities


5.3.1 Customer support channels:
- Fault support Customer Service; Core Network Division; Operations.
- Complaints Customer Service; Residential sales
- Billing queries Customer Service; Support Office.
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5.3.2 Customer interfaces for obtaining support


- Phone
- Hard copy documents letters or complaints
5.4 Fraud & security
5.4.1 Fraud
The Fraud prevention will be guaranteed trough the contract for the main subscribers
plan signed between the customer and BTC AD.
5.4.2 Security
6. Bill & Collect
6.1 Bill & Collect Overview
6.1.1 Billing requirements
New and existing customers will be billed on the same account that is generated for their
basic subscription plan. An itemized bill will be provided.

6.2 Tariff Plan Structure


6.2.1 Tariff Plans Structure
- A special set of two tariffs will be available for VIVACOM Bipper clients:
6.2.2 Tariffs
Tariff plan

VIVABipper

VIVABipper +

10 BGN

15 BGN

- Panic Number

- Panic Number

- Localization

- Localization

MRC
Functions

- Control
3600 minutes for calls in the VIVACOM mobile
network to:

3 numbers

5 numbers

Price/min for calls to all national networks

0.25 BGN.

0.25 BGN.

Price/min for call to 000 panic number

0.60 BGN

0.60 BGN

Price/SMS to all national networks

0.14 BGN

0.14 BGN

* All prices are in BGN, VAT incl.

6.2.3 Discounting structure


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In order to achieve more flexibility and financial efficiency in the process of special pricing
the tariff plan should have the following MRC discounts applicable to it -50%; 100%.
6.3 Payment process
The customer will be billed trough the mobile CC&B. Standard VIVACOM cash collection
policy will be applied.

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