MOBILE PLATFORM OF E-MONGOLIA SYSTEM

TERMS OF REFERENCE

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 TERMS OF REFERENCE

Project name: Smart Government

Project number: [number]
Sub project name: Prepare Terms of Reference of a mobile version development of
the e-Mongolia platform
Contact number: [number]

1. Background

The Government of Mongolia is implementing the “Smart Government” project with a

soft loan from the World Bank to improve the mechanism for citizen participation and
feedback using information technology, to make government organizations more
transparent and productive, and to create open data.
The activities outlined in this Terms of Reference are aimed at improving the
mechanism for citizen participation and feedback, and making government operations
more transparent and productive. This project is one of the projects under the
responsibility of the Cabinet Secretariat of Government (CSoG) and is commissioned by
the Communications and Information Technology Agency (CITA).

2. Purpose and results

The bidder will develop and implement a mobile version of the e-Mongolia platform
system (hereinafter referred to as the Mobile Platform).

Highlights:

(i) The e-Mongolia mobile platform will be part of the main mobile platform Backend
and will be integrated with other systems;
(ii) to Estimate the design and technical requirements of the mobile platform, the
budgeted costs and man-hours required for its development;
(iii) to Define in detail the technical requirements for the system architecture, web
services, and other information systems for the interconnection between the e-
Mongolia portal system and the mobile platform;

3. Expected results:

• Citizen-centered public services: Citizens will be able to access government services

and mobile services through mobile devices and mobile phones in a timely manner;
• Citizens will be able to obtain information on the materials to be submitted for the
service and the process for resolving service requests;

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• Citizens will be able to see information, status, and status of the service request
process in a timely manner and receive notifications;
• It will be possible to make appointments for public and private services, which require
some time in advance;
• Create conditions for citizens to express their opinions and evaluate the activities and
services of government organizations in electronic form;
• Ability to pay online for services;
• Ability to deliver information to citizens on their mobile phones and mobile devices
during disasters and emergencies;
• View online statistics and reports of services provided;
• Citizens look at their request lists historically;

4. Scope of the assignment

Key tasks under the consultancy will include, but not be limited to, the following:

Task №1: Research and analysis

Business analysis
Business process analysis and estimation
Database analysis
Define system high-level architecture
Detailed process research
System analysis
Prepare documentations of system analysis /HLD, LLD/
System security and protection
Make design
Prepare detailed work plan

Task №1: Based on the main purpose of the system and the Appendix №1 or System
Requirements, the research will be conducted and the basic architecture, design,
development technology and its features of the system will be defined in detail. For
example:

• For the main platform and system, it is important to correctly identify the
stakeholders and the relationship between the overall architecture of the system and
the subsystems.

• Depending on the technology used, the system's load carrying capacity, the
basic sequence of operations, and the processes will be described in detail.

• Report on the composition of the database, its load and how it is protected.

• Basic system High level and Low level documents must be prepared at a certain
level. It is also necessary to design the structure of the database.

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 • Basic system design, layout, and mobile version design and layout in a simple
and user-friendly way.

• Prepare research reports and models.

• Develop a detailed work plan for the work to be performed.

Task №2: Development, Testing

System development plan
Coding /iOS, Android respectively/
Integration test
System test
User acceptance test

Task №2: The basic development plan of the system should take into account the
resources and capabilities of the workforce. The general system requirements and the
Technical Requirements set out in Appendix №1 shall be fully complied with. The
system must be tested at the following three levels. / Integration test, System test,
User acceptance test /

If any errors are found during the test, correct and develop appropriate manuals.

Provide the client with instructions and assistance related to the installation of the core
system on the server and how to install and use the mobile version of the user.

Prepare and report on the results of the development of the system in paper and online
form. For example, the basic diagram of the integrated operation of the system, the
principle of operation of the online system and related documents, and the structure
of the database. Dictionary of source code and database structure.

After thorough testing and quality control of the system, the source code will be handed
over to the customer as the final version of the system and a list of other tasks will be
developed. Appendix №1 - meets the basic requirements.

It is important to follow the mockup design of the mobile application and the Navigation
structure.

Task №3: Deployment, Training, Warranty

Go-lIve preparation document
Training plan
Warranty period, work plan for the warranty period
Ensure reliable system operation and quality assessment

Task №3: Introduce the work plan for deployment of the fully-developed system,
delivering it to the end users, and the training plan for the users of the main system. For
example : how to organize training frequency, classroom and online training depending

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on the number of users of the main system. In addition, Installation, operation and use of
the System will be prepared in Mongolian in paper and online versions and in video
format. The warranty period shall be specified in the main terms of the contract, and the
“Post-Development Requirements” section of Appendix №1 shall specify the work to be
performed during the warranty period.

5. Requirements
Tender request shall be submitted in according to Form №1 and Form №2 of the Terms
of Reference.

5.1 Bidder’s qualifications / selection criteria

The bidder must prove that it meets the financial, human resource and other criteria.
Therefore, the following criteria must be met.

• Operates in the field of information technology and software.

• The bidder may enter into a partnership / consortium with another legal entity. If so,
financial and workforce capacity should be specified in detail;
• Do not work with more than 2 legal entities if a partnership / consortium is involved
in the tender;
• Experience in organizing system integration and professional development of
system integration architecture;
• Experience in linking public services to online and mobile forms and ensuring
coordination between online services;
• Experience in mobile application development and identification of key specialist
competencies and experience;
• Experience in improving online services and business processes;
• Expert level knowledge, implementation skills and methodology in the field of
technological progress and new technologies;
• Provide defining the proposed work methodology of the Terms of Reference
implementation
• The total value of contracts concluded in the field of Information Technology and
Software for the last 3 years shall not be less than 50% of the proposed amount /
Form №3 /;
• Provide at least 2 similar works completed in the last 3 years (Form №4) with the act
of the acceptance work performed. (get the requestor reference of the quality of
previous performance)
• Provide information on current contract work (Form №5). The above information will
be taken into the evaluation;
• The bidder shall submit a full set of technical proposals according to the features,
scope, technical requirements and other requirements of the project;
• The bidder shall submit company profile and information as an appendix;

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 5.1.1 Schedule and budgeted cost

• The total duration of the work should not exceed 5 months;

• Confirmation of detailed work schedules;
• Work schedules should be based on human resources, work experience, technical
requirements, and other system requirements;
• Prepare and consolidate the main objectives set out in the Terms of Reference, all
budget expenditures and man-hours required for the scope of work;
• The cost of promoting the mobile application to the public will be added to the total
cost (Terms of Reference: 5.1.4 Requirements for promoting the system);

5.1.2 Financial criteria of the contractor

• The bidder's sales revenue for the last 3 years is more than 900 million MNT;
• The bidder shall submit the information certified by the financial audit for the last 2
years (Form №6) and the certified financial statements and conclusions shall be
attached.
• The bidder is debt-free for taxes and social insurance;

5.1.3 Human resource capacity and criteria for key professionals

• The proposed key professionals will be full-time employees of the bidder;

• or have a permanent cooperation agreement with them;
• One employee will be offered per position and alternative offers will not be
accepted;
• Provide information on the capacity of the bidder's staff; / information on employees'
skills, experience and copy of professional certificate / Form №7 /;
• Minimum level of experience required for the proposed staff:

Key professionals:

Number
№ Position of people Experience
Project manager Must have at least 10 years of professional
1 1 experience
Must have at least 7 years of professional
2 Business Analyst 2 experience
Must have at least 5 years of professional
3 System analyst 2
experience
Must have at least 3 years of professional
4 Designer 1
experience
Must have at least 5 years of professional
5 Senior Developer 2
experience
Must have at least 5 years of professional
6 Developer 3
experience

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 Mobile app - Must have at least 3 years of professional
7 developer /iOS, 4 experience
Android/
Must have at least 3 years of professional
8 2
Tester experience
Evidence:
− Professional diploma, professional certificate,
− Social insurance certificate for the last 6 months.

• Assignment of workload and workload of key specialists should be calculated;

• Provide information on equipment, tools, and workplace required to perform the

work. / Form № 8 /;

5.1.4 System market launch requirements

• Disseminate the results of the work to the public, as well as brief information on the
specifics of the mobile application and instructions on how to use it;
• Can work with an experienced team or organization working in the field of advertising
and PR;
• The following activities will be carried out within the scope of this work:
• Prepare short videos and infographics;
• Media coverage;
• Social media coverage;
• The cost of these channels will be calculated in accordance with the duration and
frequency of the campaign;

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 6. Forms
The bidding company is required to submit information using the following criteria or
standard forms provided. Include as follows:

Main
1. Bidder information Form № 1
2. Bid form Form № 2

Price Quotation
3. Work experience information Form № 3

Compentency infromation
4. Experience performed similar contracts Form № 4
5. Current agreement Form № 5
6. Financial capacity Form № 6
7. Workforce capacity Form № 7
8. Technical capacity Form № 8

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 Form №: 1

1. BIDDER INFORMATION

Official name of
the bidder

Registration year
of the bidder

Registered official
address

Authorized Name:
representative Position:
information of the Mobile phone number:
bidder
e-Mail:
Attach following documents:
❑ 1. Copy f the state registration certificate
❑ 2. Copy of the license certificate
Note: If a bidder is forming a partnership / consortium, this form should be
completed separately.

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 Form №: 2

2. TENDER FORM
[Date]

Dear Sir/Madam _________________ of the (Name of the Requestor organization)

1. We propose to supply [enter the name of the bidder] and [enter the name of
the goods and other services] that meet the requirements of this bidding
document in MNT [enter the bid price in numbers and letters] in accordance
with the supply schedule specified in the bidding documents.

2. In the event that our bid is successful, the following price discount [including one
that may or may not be provided] [If you want to offer a price discount, which
part, type or whole of the goods and other services specified in the technical
specifications are offered, the methodology used submit a suggestion for
use].

3. Bids shall be valid for [number] days after the deadline for submission of bids as
specified in the bidding documents, and you may select them before the expiration
of this period.

4. We declare that we have no common interest with the person who prepared the
technical specifications and other documents for the goods and other services to
be supplied under this tender, or with the person nominated to monitor the
implementation of the contract and provide consulting services.

5. Until the formal conclusion of the contract, this tender and, if successful, the
contract award notice will be an agreement between us.

6. We hereby agree to disclose the bids to other bidders in accordance with

applicable regulations. The Employer is completely relieved of any obligation to
keep our bids confidential.

Name of bidder:

Signature and stamp of the authorized officer:

Position, name:

Address:

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 Form №: 3

3. WORK EXPERIENCE INFORMATION

Only information on contracts concluded in the last 3 years will be included.

Contract
name:

Contract
number:

Contract Start date: Start date: Start date:

duration: End date: End date: End date:
Contract
amount (by
delivery):

❑ Main contractor ❑ Main contractor ❑ Main contractor

Role: ❑ Subcontractor ❑ Subcontractor ❑ Subcontractor
❑ Co-executor ❑ Co-executor ❑ Co-executor

Requestor
name:
Address:
Phone
number:
e-mail:

Similar and
other features
related to the
tender

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 Form №: 4

4. EXPERIENCE OF PERFORMED THE SIMILAR CONTRACT

Name of the Bider or Partner

Fill out a form for each contract.

1. Contract number
Contract name
Country name
2. Requestor name
3. Requestor address
4. Similar and other features related to the source of the information system and the
contract defined in the NGO

5. Contract participation (choose one)

Main contractor  Subcontractor  Member of the Consortium

6. The amount of the contract (subcontract) in the case of a partnership (the amount
of the contract in monetary terms at the time the contract is entered into or
terminated)

Currency Currency Currency

7. Converted to USD
Contract amount: $_______; Subcontract: $_______;
Contract amount per partnership: $_______;

8. Date of creation / termination of the contract

9. The contract expires _____ months before / after the scheduled date. (explain if it's
overdue)
10. The contract is terminated by a shortfall / excess of _________ USD from the
original contract price. (explain if more)
11. Special technical requirements

12. The total contract price (in US dollars) should reflect the average share of the
information system performed under the subcontract and the source of the
information system.

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 Form №: 5

5. MAIN TABLE: CURRENT CONTRACTS

Name of the Bider or Partner

Each Bidder and each Member of the Partnership shall provide information on all ongoing
contracts. This information does not apply to contracts that are incapable of enforcing a contract
or receiving a certificate of completion.

Monthly
Requestor, average of
Information Scheduled
contact invoices for
Contract name system budget completion
address / the next 6
(MNT) date
phone / fax months (₮ /
month)
1.
2.
3.
4.
5.
Others.

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 Form №: 6

6. FINANCIAL CAPABILITY

Name of the Bider or Partner

Financial statements for the last ___ years

___ year ___ year ___ year

From the statement of financial position (million MNT)

Net worth (NW)

Total liabilities (TL)

Total equity = NW - TL

Current assets (CA)

Short-term liabilities (STL)

Work Capital = CA - STL

From detailed income statement (million MNT)

Total income

Profit / loss before tax

Profit / loss after tax

❑ Attach a copy of the financial statements for the last __ years:

• The financial statements are audited and certified
• The financial statements are completed

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 FORM №:7

1. WORKFORCE CAPABILITY

Bidder name

Bidders shall submit the names and positions of each team member who meets the relevant
skills and professional requirements to be responsible for the management and implementation
of the contract.
The Bidder shall also provide information on the experience of the key workforce working in the
field of alternative management and implementation organization.
Provide a diagram showing the team structure as an appendix.

1. Position
Main candidate name
2. Position
Main candidate name
3. Position
Main candidate name

7.1 CANDIDATE INFORMATION

Bidder name

Position Candidate
 Basic  Version
Candidate Candidate name Date of Birth
information
Work experience
Current Employer name
empoyment
Employer address
Phine number: Contact (management / staff)
Fax Telex
Candidate position Duration to work

Record the technical and managerial experience of the project over the last 20 years.

Start End Company / project / related technical and management

date date experience

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 FORM №: 8

2. TECHNICAL CAPABILITY

Bidder name

Provide information on the supply of machinery, equipment, and tools required to perform the
assignment

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 Appendix 1

SYSTEM REQUIREMENTS FOR MOBILE PLATFORM OF E-MONGOLIA

1. ABBREVIATIONS

App Mobile application

UI User Interface

UX User Experience

API Application Programming Interface

URL Uniform Resource Locator
HIG Human Interface Guideline
SSO Signel Sign-On

OTP One Time Password

TOTP Time Based One Time Password

QR Quick Response

PIN Personal Identification Number

OAP Operational acceptance testing

2. GENERAL REQUIREMENTS

The mobile app is written in JAVA or Kotlin (preferably Kotlin), the basic programming language
for the Android operating system, and Swift, the basic programming language for the iOS
operating system. This has the advantage of maximizing the performance of the mobile app, but
the disadvantage is that development for each platform is more costly and time consuming. It
may be an option to introduce one of the platforms first in order to save time and deliver services
to customers faster. It will also save time by first developing the main features and deploying
them to the market, and then releasing the less important sub-functions in the form of mobile
app updates.

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The Contractor shall include in its proposed price terms the license fee for additional software
to support the development of the Mobile App.
We will look for ways to implement open source technologies to keep license fees low.
The source code of the software used in the development of the mobile app, its components,
technology and documents must be free of any infringements or misuse of intellectual property.
All information and properties related to the mobile app are the property of the Requestor.The
Contractor shall provide all necessary source code and documents to the Requestor.
Requestor will be able to receive reports and statistics related to the Mobile app. Be connected
to analytics platforms such as GoogleAnalytics.

№ Requirements Order
GR: General Requirements
GR1 The main language is Mongolian; MUST

GR2 Meet Unicode standards; MUST

GR3 Enter information once and use it multiple times; MUST

GR4 Flexible data storage process; MUST

GR5 Search and filter quickly on multiple metrics; MUST

GR6 Perform various searches and results from all records; MUST

3. TECHNICAL REQUIREMENTS

Based on the research needs of smartphone users in Mongolia and the need to develop using
modern development tools, the Mobile app will work on devices that meet the following
requirements.

– iOS ≥ v. 11
– Android ≥ v. 21 (5.0)

The mobile app does not need to be specially developed or stand-alone to work on tablet
devices. Tablet and iPad users will be able to use the MustGov portal site through a web
browser. The mobile app needs to be compatible with iPad and Tablet screens.

№ Requirements Order
TR: Technical Requirements
TR1 Work on iOS and Android platforms; MUST

TR2 Works on Android 5.0 (Lollipop) and iOS 11 and above; MUST

Be able to work without downloading or installing any additional MUST

TR3
special software;
Perform programming using a flexible and reliable system based MUST
TR4
on modern software. System implementation tools such as

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 programming language, framework, design, modeling software,
database, and information exchange standards should be up-to-
date;
TR5 Have a good security solution; MUST

System coding is written in such a way that it can further increase MUST
TR6
program performance.
Do not block the UI due to requests being exchanged with the MUST
TR7 server, such as sending, receiving, updating, or deleting
information;
As the system operates in an Internet environment, the user must MUST
TR8 be able to use the application regardless of the speed of the
Internet;
TR9 Ability to work online and independently; MUST

4. PERFORMANCE REQUIREMENTS

The following measures must be taken to ensure reliable and stable operation of the system.

№ Requirements Order
PR: Performance Requirements
Ensure that data is not lost due to network or hardware errors MUST
PR1
during system operation;
The system is well equipped with error handling tools. The error MUST
PR2 information is very clear. (error information, error code, actions
required for normal operation);
When the server is upgraded, the system should be able to MUST
PR3
function normally;
The stability of the system shall be at least 99.95%. The MUST
Contractor shall propose the structure, architecture, and
PR4
configuration of the server, network, operating system, and other
related systems to ensure the stability of the system;
PR5 Provide regular backup and recovery of data; MUST

Be able to send error messages in case of system errors or MUST

PR6
failures;
PR7 Ability to handle loads of up to 10,000 users simultaneously MUST

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 5. TESTING REQUIREMENTS

The Contractor shall make every effort to reduce the number of errors and omissions associated
with the Mobile App and to resolve any errors that may occur.
The Requestor shall accept the system upon successful completion of the following tests at each
stage.

№ Requirements Order
Test: Testing Requirements
TSR1 Automation testing - Verification process using special nporpam; MUST

Functional testing – The process of checking the functionality of MUST

TSR2
programs and systems;
Compatibility testing – Compatibility testing process for a variety MUST
TSR3
of devices;
Performance Testing – The process of checking how the system MUST
TSR4
responds to various loads;
TSR5 Security testing – System security verification process; MUST

Usability testing – Profession to check the actual use of the MUST

TSR6
system. End-user verification;
The Unit Test (UT) is passed according to the Test case. The MUST

TSR7 Contractor shall prepare a test cases and present the results of
the test;
The Integration Test (IT) must be performed according to the MUST
TSR8 Test case. The Contractor shall prepare a test cases and
present the results of the test;
System test (ST) must be performed according to the Test case. MUST

TSR9 The Contractor shall prepare a test cases and present the
results of the test;
User Acceptance test (UAT) must be performed according to the MUST

TSR10 Test case. The Contractor shall prepare a test cases and
present the results of the test;

6. SECURITY REQUIREMENTS

The mobile app meets common security and international standards as it related to citizens and
confidential information of organizations.

№ Requirements Order
SR: Security Requirements

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 It does not contain any code to bypass or close the operating MUST
SR1
system's internal protection mechanism;
The software used to develop the system should not cause any MUST
SR2
errors or harm the system, hardware, or users;
Information security, confidentiality, protection, file and program MUST
SR3
security;
Automatically log out a user from the system if he or she does MUST

SR4 not take action for a period of time. Adjust the time when it is
possible not to take action. Be able to retrieve automated action
reports from the system by time and user;
The user connection is made using the HTTPS / TLS connection MUST
SR5 protocol. The exchange of information between the system and
the users is encrypted;
When entering data entered by users at all levels of the system MUST
SR6
into the database, a filter should be for security reasons;
All types of error information must meet the security MUST
SR7
requirements;
SR8 MUST
Provides advice on the security and safety of the system usage;
SR9 MUST
Securing the source code;
SR10 MUST
Securing the files and the Database;
SR11 MUST
Brace for Reverse Engineering;
SR12 MUST
PerforMust lnput Validation;
SR13 MUST
Use Cryptography;
SR14 MUST
PerforMust Penetration Testing;
SR15 MUST
All types of logs are maintained;

7. DOCUMENTATION REQUIREMENTS

The Contractor shall develop a detailed performance plan and related documents.
- Software source code and libraries required for development
- Editable source files for graphic design
- Keystore, password, API keys, etc.

№ Requirements Order
DR: Documentation Requirements
The software developed under the project, its source code, MUST
source code description (code comment), any diagrams,
DR1 analysis, screen layout and its full description, technical
instructions and recommendations for installing the software,
and end-user manual shall be the intellectual property of the

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 customer. the Contractor shall provide the Requestor with all
available documents in Mongolian;
Use source code and document version management software, MUST
software development environment (compiler or IDE), project
DR2
management and issue-tracking tools. Provides customers with
access to these tools;
Comply with coding and documentation standards; MUST
DR3
Be coded using the language's coding conventions, and include MUST
DR4 comments on variables and functions;

Training materials should be written in Mongolian in Cyrillic MUST

DR5
alphabet and in hard copy and digital format;
System Guide: The end-user guide describes the system MUST
DR6 components and subsystems individually. Available in hard copy
and digital format;
DR7 Prepare testcase; MUST

Develop detailed system recovery instructions in the event of a MUST

DR8
system failure;

8. MAINTENANCE REQUIREMENTS

In addition to the system development warranty period, the service provider must specify the
terms of service for at least 3 years from the date of publication of the mobile app on Google
Play and App store.
These include changes to the operating system, design, changes in screen dimensions, new
devices, and adaptations to new technologies.

№ Requirements Order
DR: Maintenance Requirements
During the warranty period, the Contractor shall provide free MUST
Technical Assistance to the Requestor. The warranty period is
MR1 at least 3 years. The warranty period is calculated from the
moment the system is fully operational, published on the App
Store and Google Play, and handed over;
MR2 After the warranty period, the source code will be handed over; MUST

MR3 Regularly improve the coding to make the program run faster; MUST

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 9. UI/UX REQUIREMENTS

The UI / UX design of a mobile app is defined according to the Design Guidelines for each
platform. Material design for Android and HIG for iOS.

№ Requirements Order
UR: UI/UX Requirements
MUST
UR1 The overall design of the software should be as clear to end
users as possible;
MUST
UR2 Have a design that reflects the specifics of the operation;
MUST
UR3 Work with a variety of screen sizes;
MUST
UR4 Make a special red mark on the required information;
MUST
UR5 Easy to change, edit and add information;
MUST
UR6 Input validation and limitation on input values;
MUST
UR7 Make it possible to have as little user input as possible;
Easy-to-use and clear screens have the same appearance and MUST
UR8
structure, do not confuse the user and do not take many actions;

10. FUNCTIONAL REQUIREMENTS

№ Module Requirements Order

FR: Functional Requirements
Language 1. Services available to foreigners are COULD
available in English. Information
FR1 about the service is provided by the
operator system in English.
FR2 User 1. Users are citizens, business MUST
entities and foreigners.
2. Customer registration is managed MUST
by the operator system.
FR3 Online service provider 1. Users shall be able to receive MUST
services from government
organizations and business entities

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 2. The user should be able to see the SHOULD
information of the employees
providing online services.
3. Users will be able to see detailed MUST
information, such as a list of
organizations, contact information,
phone numbers, addresses, and
work schedule, as well as the
ability to view and access maps.
4. It is possible to rank the list of SHOULD
organizations in alphabetical order
and high rating.
5. Users should be able to evaluate SHOULD
and comment on the organization's
activities and services. (CSAT)
6. The user must be able to COULD
communicate with the
organization.
7. The organization's registration is MUST
regulated by the operator system.
FR4 Login/Registration 1. “DAN” identification system of the MUST
National Data Center, One-time
password / OTP, TOTP /, mobile
phone IMEI code, mobile phone
number, SMS confirmation, digital
signature, bank account number,
biometric registration, etc. Logging
in using the available options,
scanning QR codes, image
processing and verification of ID
card images will be solved in a way
that can be double-checked with
the registration system of other
public and private organizations.
2. The user should be able to log in SHOULD
with other system authentication
systems (eBariMustt, eTAX, etc.)
(Single Sign On).
3. The user can use the system MUST
without login and must log in with
the account to receive the service.

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 4. Be able to recover if you forget your MUST
username and password.
5. Have the option to use mobile COULD
device fingerprint registration for
login.
6. The user account may be disabled SHOULD
if the login attempt fails more than
5 times.
7. Be able to locate the user. Based SHOULD
on location, offer services and
track where you are accessing.

8. The Terms of Service allow for the MUST

first access to the system.
FR5 Search/Filter 1. Simple and advanced search. MUST

2. Search results can be filtered and SHOULD

sorted.
3. The user should be able to check MUST
the service resolution with a code.
FR6 Service 1. Information about services can be MUST
obtained without having to log in to
the system. Requires login when
receiving services.

2. Service information can be MUST

obtained through QR code.
3. Availability of services on the MUST
mGov portal system or Service
coordination will be done on the
operator system.
4. You don't need to download a new MUST
version of the app or do any
additional development to add a
new service.

5. The UI structure, data types, MUST

verification rules, and descriptions
of the services registered on mGov
should be available through a
dynamic API. If necessary, some
services may be provided in the
form of Web View.

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 6. Public and private mini-apps can SHOULD
be run within the platform. mini-
apps contain information such as
name, description, purpose, and
terms of service.
7. Contains a list of apps from other SHOULD
service providers. It is possible to
load and run the app via Deeplink.
When the app is not installed on
the device, it jumps to the
download link.

8. The list of services is categorized MUST

by area and organization.
9. The list can be sorted by MUST
alphabetical order, most used,
newly added, and highly rated.
Users can quickly create a list of
services they use regularly.
10. The service shall include MUST
information such as the name of
the service, introduction, type of
customer, type of service to be
provided, fee, time of service,
stage, instructions, organization,
legal and consulting.
11. Be sure to read and agree to the SHOULD
Service Level Agreement for the
service before take it.
12. Service information is available MUST
offline. Prior to submitting a
request for a service, make sure
that the service information has
been updated.
FR7 Application/Complaints 1. The application shall have the MUST
following types: comments,
complaints, requests, thanks and
notifications.
2. When writing an application, it is MUST
possible to include attachments,
choose whether to meet, and make
comments.

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 3. The list of submitted applications MUST
can be viewed by type and status.
FR8 Order 1. Quantity limits, schedules, start MUST
and end dates, services can be
ordered, such as entertainment,
performances, tickets, registration,
etc.
2. Order information and rules are MUST
made on the operator system.
FR9 Request 1. A list of requests sent by the user MUST
is displayed along with detailed
information.
2. It is possible to check the COULD
information on the progress of the
request, by reading the unique
number of the request and the QR
code of the request.
3. Request information is MUST
downloaded from the operator
system.
FR10 Payment 1. It is possible to pay for paid MUST
services, requests and orders
digitally. It is connected to the
payment module of the mGov
portal.
2. It is possible to pay fees and SHOULD
charges through other payment
systems. (qPay, SocialPay,
CandyPay, Upoint, Redpoint,
Lendmn etc.)
3. Depending on the type of service, SHOULD
it is possible to pay in advance and
after implementation.
4. It is possible to show payment MUST
invoices generated on the
customer.
5. Push Notification is sent to the user MUST
when a new invoice is created.
6. Be able to pay invoices online. SHOULD

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 FR11 Online document 1. Be able to save documents SHOULD
digitally.
FR12 QR histories 1. View QR messages, read stories, SHOULD
and a list of those messages
FR13 News/Information 1. View ads and news lists and SHOULD
view details.
FR14 Notification 1. Display a list of push notifications. MUST

2. Notifications are generated by the MUST

operator system.
3. You will be notified when payment MUST
is due, invoices are created,
service information and request
status changes.
4. Used for information transmission MUST
purposes. Disaster response,
information, new service
information, etc. Clicking on
Notification takes you to the app.
Status 1. Users will be able to view a list of MUST
services, complaints, orders,
FR15 requests, status, and when they
will be processed.

FR16 Report 1. Users can flexibly view information MUST

about their services on a monthly,
quarterly, or annual basis in
graphical form.
2. The report can be exported and SHOULD
downloaded. (xlsx, .docx, .pdf…)
FR17 Offline mode 1. Some parts of the system can be MUST
accessed offline. View service
providers, addresses, maps, and
service information.

FR18 User information 1. View and update your user MUST

registration information.
2. The user can transfer their SHOULD
registration information with QR
code.
3. View the login log of the system. SHOULD

FR19 Help 1. View user manuals and brochures. MUST

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 2. It is possible to get acquainted with MUST
the terms of service.
3. FAQ is available. MUST

4. View the Help Center's Social and MUST

Related Phone Numbers.
FR20 Settings 1. The notification is configurable. MUST

2. View Terms of service. SHOULD

3. It can be shared on social media. COULD

4. Get information about the system. SHOULD

5. View help section SHOULD

6. Be able to receive feedback. SHOULD

7. View the archive of service SHOULD

requests.
8. View the action log.. COULD

9. There is a setting that requires SHOULD

login information.
10. Possible to log out from the system MUST

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