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Online Enquiry Management System

In the course of

E – Governance
submitted in partial fulfilment of the requirement for the award of the degree of

Master of Technology


Software Engineering


M . Ramya Sai 17MIS1148

Under the guidance of

Mr . Prabhakaran.R

Asst. Professor

Department of Computing Science And Engineering

Vellore Institute of Technology

VIT University , Chennai Campus

Chennai ,India.


A number of empirical studies suggest that ICT has had an impact in improving
the performance of private sector organizations particularly in developed countries.
However, as for ICT investments by the public sector in developing countries,
many researchers have noted that past evaluation studies have not used a common
framework or methodology and that rates of success/failure have been declared
based on purposive samples . Evaluative studies had been done to serve a variety of
purposes. Some studies looked at implementation success - were the systems
functioning as they were designed to, or the degree to which the specified
outcomes were achieved. Some studies looked at long term sustainability and
replicability of the project . Some studies measured the benefits that were delivered
to agencies . Few studies have focused on the benefits to the clients . There was
hardly any comprehensive study that assessed the impact on all the stake holders
and covered both short term and long term direct and indirect impacts. There were
a few studies that had carried out a cost/benefit analysis.

The quality of service was assessed on different attributes of quality such as
responsiveness of staff, convenience of location of office and work timings, and
facilities at the service center. In addition the overall quality was also assessed
through a single question. Respondents rated the manual and computerized systems
on each question on a 5 point scale. Since the scale is an interval scale, in addition
to plotting the frequency distribution of responses for the qualitative assessment
associated with each point (1-5) on the scale an average score was computed for all
respondents using the numeric values of 1-5. Assuming equal weights for each
question, an average score was computed over all the questions. The tables report
these average scores lying between 1 and 5 for computerized and manual systems.
Standard errors are also reported. The difference between computerized and
manual system is also reported with the associated level of statistical significance
for the difference.

The quality of governance was assessed on different attributes such as
transparency, reduced corruption, fairness of treatment, quality of feedback and
level of accountability. In addition the overall quality of governance was also
assessed through a single question. Respondents rated the manual and
computerized systems on each question on a 5 point scale. Since the scale is an
interval scale, in addition to plotting the frequency distribution of responses for the
qualitative assessment associated with each point (1-5) on the scale, an average
score was computed for all respondents using the numeric values of 1-5. Assuming
equal weightings for each question, an average score was computed over all the
questions. The tables report these average sores lying between 1 and 5 for
computerized and manual systems. Standard errors are also reported. The
difference between computerized and manual system is also reported with the
associated level of statistical significance for the difference.

Direct economic impact on agencies was expected in terms of operating costs,
collection of tax revenue and collection of transaction fee. There are inherent
problems in assessing impact on costs. For different agencies, computerized
delivery of services touches different proportions of the overall activity portfolio.
Often the prevalent costing systems do not permit identification of operating costs
only for the computerization project. It was difficult to collect cost data from the
manual operations in any form. By and large the major component of cost is
manpower. The case studies reveal that manpower was not cut down in any project
because of computerization. In some projects work load was reduced and therefore
additional time could be devoted to other tasks. There could be cost implications in
the future as the transactions are growing at a much faster rate in comparison to

Types of Assessment:
Three types of Assessment for the eGovernance Projects are carried out:

Impact Assessment of eGovernance Project

Impact Assessment is carried out for mature projects which have been delivering
citizen services for 1-2 years. The broad parameters of assessment are – Assessing
impact on outreach, cost of accessing services, quality of services and overall
governance cross projects remain the same.

Baseline Study on eGovernance Project

Baseline study is conducted of projects which are either at conceptualisation

or at an early stage of implementation. The same framework as the Impact
Assessment is applied to the Baseline study. Recommendations made on the
basis of this study may be integrated as feedback before actual
implementation of computerized services. Also, data collection from the
control group (manual users) done before the implementation of the
computerised services ensures that there are fewer gaps in the Impact
Assessment study, whenever it is conducted since there will be less
dependence on recall for the data. The result provides inputs on current
problems to be rectified as well as enable projects to set clear goals for
targeted benefits.

Detailed Assessment of eGovernance Project

A detailed Assessment is conducted for any of the projects for which Impact
Assessment has already been conducted, to understand the reasons behind
the impact and/or variation in impact across geographies. This helps us to
understand how and why different locations show varied impact even
though the overall project objectives and implementation models is the
same. The winners of the
National Awards for eGovernance are also chosen across different categories
of the awards to study the best practices of these projects.

Selection of Project

The selection of the projects is based on the following criteria:

For state wide projects:
 The project must be delivering definite G2C/G2B services
 Implementation of the project must be more that 1 year old
 The project must cover at least 20% population or 4 districts

For nationwide projects:

 The project must be delivering definite G2C/G2B services

 Implementation of the project must be more that 1 year old
 The project must cover at least 25% identified end user population and
deliver services from multiple locations
Till date the following projects have been assessed:

Completed Assessment
In 2007-08, three national level projects (MCA21, Passport & Income Tax) and three
state-level projects (Land Records, Property Registration & Transport) were
In 2009-10, two Impact Assessment Studies (JnNURM eGovernance Reforms, &
Computerization of Commercial Taxes) and one Baseline Study (e-District Mission
Mode Project) were conducted for the eGovernance Projects.

Current Assessment
In the current phase, five assessment studies on eGovernance Projects are
being carried out. The selection of agency is completed and initial meetings
with Project Leader and concerned authorities to understand the project and
preparation of approach document for the project is in process.


Our Enquiry Management enables the buying process needs of any size of Traders, Exporters, Sourcing
Buying Houses and any other form of Business.

 Better Collobration
 Time Management
 Cloud Based Service
 Reports
 Business Insights
 Centralized Data Processing Solution

Many firms – of all shapes and sizes – are guilty of not properly tracking and nurturing
enquiries (you may call them ‘leads’ or ‘prospects’).   Some firms duplicate effort by
logging these initial contacts in third-party software systems.   Some – and this is
unforgivable! – do not bother tracking them at all.

Just because an enquiry does not turn into a live client immediately, this doesn’t mean it
should not be nurtured.   Early enquiries can eventually turn into very profitable clients,
and every enquiry should be treated seriously (they are costing you money after all,
taking a slice of your marketing budget to generate).

By using Sales Generation & Order Management ‘Enquiry Management System’, you can:

 Record every incoming enquiry, tracking its type, source, etc to generate valuable sales
and marketing intelligence
 Manage ongoing prospect relationships, staying in touch via post, email, or even SMS
text message
 Track prospect preferences (at individual or company level) to target them with relevant
marketing materials and invitations (for example, to specific demand or order).
 When the time is right, create a live client file (at the click of a button) including all
appropriate pre-existing information.   Client files can be referred on to appropriate teams
if you wish, and can trigger individual matters (again, at the click of a button)

Challenges and risks in our online enquiry system

Challenges Solutions
 Loss of enquiries due to SgOM with its simplified enquiry management system helps
scattered information. in managing multiple leads and also lets us Track the
development of those leads
 High number of We can Manage All contacts – their roles and
buyers/vendors details spread responsibilities – buyers, designers, shipping & logistic
across multiple channels. , testing team, finance team, department heads, etc.

 Problem in managing Maintaining record of each and every pricing is not an easy
complex pricing. task,so here at It you can easily manage these
complexities with easy.
 Unable to respond Reduces time cycle of gathering and processing information,
prospects on time. client negotiations; resulting in saving time, efforts,
 Unable to track past It comes into the picture ,Our Solution has capability to
quotations resulting in track each and every movement of your quotation with
inconsistent submission. details description .

Overview and issue involved

Enquiry Management System is a web application designed to
manage the Customers, Employee and Products database with a special feature of
Follow-up (Reminder for the Employee to follow the customer).
The main issue is that many companies and business organizations
faces is in the enquiry registration and the follow-up process that gets missed or
not responded due to lack of a good Enquiry Management System. This software
works the same way as a Lead Management System.

Problem Definition
As the competition is increasing in today’s environment the business
organization has to work hard to attain the maximum profit from the market and
to do this the company has to provide the maximum input to achieve the desired
Due to lack of technology in an organization reflects in a low profit or certain losses
like improper communications, no consumer satisfactions and the reputation of
the company.

Proposed solution
This project enables the desired solution for the above problem. This project
evolves the complete package of enquiry and its management when a
user log in through the Log in form he/she enters the home page. Now the
user has several options to add or view the products, add or view the
customer’s database, and his or her interest in the project. The user can
view or update any of this information’s.
This project has a unique feature of follow up which reduces the work load of
employee by getting the reminder as per the interest of a customer.

Web Applications:
A web application is an application utilizing web and [web] browser
technologies to accomplish one or more tasks over a network, typically through a web
browser. A web application is also an application that is accessed over a network such
as the Internet or an intranet. The term may also mean a computer software
application that is coded in a browser-supported language (such as JavaScript,
combined with a browser-rendered markup like HTML) and reliant on a common web
browser to render the application executable.

Database Management System:

A database management system (DBMS) is a software package
with computer programs that control the creation, maintenance, and use of a database.
It allows organizations to conveniently develop databases for various applications by
database administrators (DBAs) and other specialists. A database is an integrated
collection of data records, files, and other objects. A DBMS allows different user
application programs to concurrently access the same database. DBMSs may use a
variety of database models, such as the relational model or object model, to
conveniently describe and support applications. It typically supports query languages,
which are in fact high-level programming languages, dedicated database languages
that considerably simplify writing database application programs. Database
languages also simplify the database organization as well as retrieving and presenting
information from it. A DBMS provides facilities for controlling data access,
enforcing data integrity, managing concurrency, and recovering the database after
failures and restoring it from backup files, as well as maintaining database security.
Microsoft SQL Server:
Microsoft SQL Server is a relational database server, developed
by Microsoft: it is a software product whose primary function is to store and retrieve
data as requested by other software applications, be it those on the same computer or
those running on another computer across a network (including the Internet). There
are at least a dozen different editions of Microsoft SQL Server aimed at different
audiences and for different workloads (ranging from small applications that store and
retrieve data on the same computer, to millions of users and computers that access
huge amounts of data from the Internet at the same time).

ASP.NET is a Web application framework developed and marketed
by Microsoft to allow programmers to build dynamic Web sites, Web
applications and Web services. It was first released in January 2002 with version 1.0
of the .NET Framework, and is the successor to Microsoft's Active Server
Pages (ASP) technology. ASP.NET is built on the Common Language
Runtime (CLR), allowing programmers to write ASP.NET code using any
supported .NET language.

Web Browsers:
A web browser is a software application for retrieving, presenting, and
traversing information resources on the World Wide Web. An information resource is
identified by a Uniform Resource Identifier (URI) and may be a web page, image,
video, or other piece of content. Hyperlinks present in resources enable users easily to
navigate their browsers to related resources. A web browser can also be defined as
an application software or program designed to enable users to access, retrieve and
view documents and other resources on the Internet. Protocol, so an IP address is an
Internet Protocol address. That mean An Internet Protocol is a set of rules that govern
Internet activity and facilitate completion of a variety of actions on the World Wide
Technologies and Tools

In this project we are using Microsoft Visual Studio 2010 as Front end and
Microsoft SQL Server 2005 as back end.

Microsoft Visual Studio 2010- Microsoft Visual Studio is a powerful IDE that ensures
quality code throughout the entire application lifecycle, from design to deployment.
Whether you’re developing applications for SharePoint, the web, Windows, Windows
Phone, and beyond.

Microsoft SQL Server 2005- SQL Server 2005 released in October 2005, is the
successor to SQL Server 2000. It included native support for managing XML data, in
addition to relational data. For this purpose, it defined an xml data type that could be
used either as a data type in database columns or as literals in queries.

In this project we are using .NET Framework 4.0 and SQL Server 2005
Management Studio as the powerful tools.

.NET Framework 4.0- The .NET Framework's Base Class Library provides user
interface, data access, database connectivity, cryptography, web
application development, numeric algorithms, and network communications.
Programmers produce software by combining their own source code with the .NET
Framework and other libraries.

SQL Server 2005 Management Studio- SQL Server Management Studio is a software
application first launched with the Microsoft SQL Server 2005 that is used for
configuring, managing, and administering all components within Microsoft SQL
Server. The tool includes both script editors and graphical tools which work with
objects and features of the server.

In this project Application development we are using .NET Technology

because we have interest in this technology, this technology is easy to
understand and learn this technology provides better performance is provided
by using the just-in-time compilation, early binding, caching services and
native optimization. Web pages created with the .NET technology perform
common tasks such as form submission and client authorization much easier.

Subsystem and Their Dependencies

In this project there are four Subsystems available:
1) Registration Form
2) Login Form
3) Applications Forms

In this project User need to register by using Registration Form, after completing
the registration process user have to log in. After log in, user can fill up the
Customer’s Details and his Enquiry with product details, User can also fill the Follow
up form if the Enquiry is not completed yet.

There are some extra features to Administrator to Add/Update new Products and
Employee detail.
Testing is a method to uncover and correct as many errors as possible before
delivery t the customer. In this our goal is to design the series if test cases that can
find errors, this is done through various techniques developed for testing. At early
stage the developer of the system does testing. But as the testing progresses, testing
specialist may become involved. Testing for any software is done from two different
perspectives; internal program logic is exercised using "White Box Testing" and
software requirement are exercised using "Black Box Testing".

Testing Objectives

Following are well known testing objectives:

• Testing is a process of executing a program with the intent of finding an error.
• A good test is one that has high probability of finding an as-of-yet undiscovered
• A successful test is one that uncovers an as-of-yet undiscovered error.

Testing Principles

Before applying methods to design effective test case, we must understand the
basic principles that guide software testing, following are some principles that must
be followed.

• All tests should be traceable to customer requirements.

As we have seen, the objective of software testing is to uncover errors. It follows
that the most severe defects are those that cause the program to tail to meet its

• Tests should be planned long before testing begins.

Testing planning begins as soon as the requirement model is complete. Detail
definition of the test case should begin as soon as the design model is solidified.

• The Pareto principle applies to the software testing.

It implies that 80 percent of all errors uncovered during the testing will likely be
traceable to 20 percent of all programs, components of the software. The problem
is to identify these 20 percent components and test them thoroughly.
Testing should begin "in small" and progress towards testing "in large"
Initial tests planned and executed, generally focus on individual components. As
testing progresses, focus shifts in an attempt to find errors in the integrated clusters
of components and ultimately in the entire system.

• Exhaustive testing is not possible.

The number of path permutations for even a moderately sized program is
exceptionally large. For this reason it is impossible to execute every combination
of paths during the testing phase

Testing Methods Used

The following testing methods have been used in this project:

Black Box Testing

Black Box testing also called behavioral testing focuses on the functional
requirements of the software. That is, black box testing enables the software engineer
to derive sets of input conditions that will fully exercise all functional requirements
tor a program. It attempts to find error in the following categories:
• Incorrect or missing functions.
• Interface errors
• Error in data structures or external database access
• Initialization and terminal errors.

This testing strategy is applied during later stages of testing. Because black box
testing purposely disregards control structure, attention is focused on the information
domain. Tests are designed to answer the following questions.
• How is functional validity tested?
• How is system behavior and performance tested?
• What classes of input will make a good test case?
• Is the system particularly sensitive to certain input values?
• What effect will specific combination of data have on system operation?

The various types of black box testing are:

• Graph-Based testing
• Equivalence partitioning
• Boundary value analysis
• Comparison testing
• Orthogonal array testing
Testing Issues

 How was functional validity tested?

The functional validity of the project was tested by giving series of input and
noting the output and then matching the output obtained with the expected
output. All modules were tested individually in different environment and
were found to be functionally valid.

 How is system behavior and performance tested?

The system behavior and performance was tested on the basis of the inter-
functioning of the modules of the project. The project was stable and the
performance of this exceeding well.

 What classes of input will make a good test case?

The project has been tested for all classes of input. The best class of input that
will make a good test case would be the input which matches the username
and password along with the phone No., and login mode, so that a person can
log in and place his call.

 Is the system particularly sensitive to certain input values?

No. The project is not sensitive to any certain input values.

 What effects will the wrong Username or password on system operation?

If the username and password or phone No does not match, then a particular
error message is displayed to user and he/she cannot connect to the Server.

 Login and Registration modules are being tested on many systems of

different configuration.
Sample Test Cases & Results

Case 1  Wrong Registration details (e. g. wrong Password )

 Input:
o User ID: abhi
o Password: abhi123
 Desired output: Password not match!!.
 Obtained output: as Desired.

Fig 6.5.1

Case 2  Cannot put Blank values in Log in.

a) User cannot provide blank values in the Log in fields.
b) Error generates at the submission of the information.
 Input:
 Desired output: Please type Used ID
Please type Password!
 Obtained output: Please type Used ID
Please type Password!
Fig 6.5.2


• This Application is used only to maintain Database.

• There are no facility available send any information to our Mobile no. or
Email ID.


 Proper maintenance of Enquiries received.

 History of enquiries for future reference.
 Maintain Enquiries of Customers, Employees and Products.
 Follow-up feature which Reminds for the Employee to follow the customer.

Short Description

Enquiry Management System is a web application designed to manage the

Customers, Employee and Products database with a special feature of Follow-up
(Reminder for the Employee to follow the customer).