Chapter One: Introduction: EEPCO'S Mission

WEB BASED CUSTOMER SERVICE MANAGEMENT SYSTEM FOR EEPCO BAHIR DAR DISTRICT
2012
Chapter one: Introduction

1. Background
The Ethiopian Electric Power Corporation (EEPCO) was named in 1997 after serving in the name of Ethiopian Electric Light and Power Authority (EELPA) which was established in 1956. EEPCO is responsible for generating, transmitting, distributing and selling of electric energy throughout the country.
EEPCOS Mission
To provide adequate and quality electricity generation, transmission, distribution, and sales services, through continuous improvement of utility management practices responsive to the socio-economic development and environmental protection need of the public.
EEPCOS Vision
To be a center of excellence in providing quality electric service at every ones door and being competitive export industry, is making unreserved efforts to utilize the untapped water resources for hydropower developments.
Objective of the organization
Make sure the prevalence of safety, reliability and high quality in electricity supply and services. Ensure the prevalence of competition and righteousness in the supply and services of electricity; Encourage the promotion of investment in the electricity sector;
BDU IOT | SCHOOL OF COMPUTING AND ELECTRICAL ENGINEERING, DEPARTMENT OF COMPUTER SCIENCE
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2. Existing System Study

The current existing system in EEPCO Bahir Dar district is semi automated. Customers bill information is stored in the computerized database system. But there is no online application of new customers. The way of new customer registration and service request is manual system.
EEPCO Bahir Dar district customer service management office uses manual application system. When customers need to make a registration and want to request services they have to go to the office physically. The way of registration and service request is not efficient. It is using an old process which requires the employee to go through all the paper based recording files to know about the status of each customer registration and service request.
3. Proposed System
This project (Web based customer service management system for EEPCO Bahir Dar district) is to change the current Manual system of customer services to web based system. The aim of this project is to develop a system that is meant to computerize the work performed in the EEPCO generating monthly electricity bill, record of consuming unit of energy, store record of the customer, previous unpaid record and service request of the customer.
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4. Objective of the Study

4.1 General Objective
The main objective of this project is to improve the working system of customer service management system in EEPCO Bahir Dar district to computerized web based application.
4.2 Specific Objectives

Storage of a large volume of customer data in a systematic manner. To develop dynamic webpage that suits for the current and future data storage requirements of the EEPCO office. To have fast and quick online customer registration system by using computerized registration method. To have fast and quick viewing information, searching, recording, and updating data by using web based data base system.
5. Scope The scope of this project is:

Adding and approving new customer (registration). Customers can request service. Technical supervisors can view requested service. Customers can view their bill information. Bill officer can calculate the bill of the customers and update customers status. Manager can see the overall report of employee. Customer service expert can approve new customers registration. Customer service expert can cancel new customers registration. Customer service expert can delete customer from the system when the customer stops the service.
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6. Methodology
To understand the problem of the current manual processing system of EEPCO Bahir Dar district and determine the scope and objective of the system information related to the domain problem are collected using interviewing, observation and review literature.
1. Interviewing:
Interview with concerned employee and customer since this data collection systems are very important to gather valid and reliable data that are relevant to our project. Moreover, during the interview, the disadvantage of the current way of customer service management system and the advantage that held using web based customer management system has been discussed.
2. Observation:
Our group members had gone to customer service management office of EEPCO Bahir Dar district and observe employees and customers activities.
3. Review literature:
We tried to read some literature review related to the current problem in customer service management system of EEPCO Bahir Dar district.
Tools that we used during the requirement analysis and design are:
Microsoft Office Visio to develop UML system models for our system. Microsoft Office Word to write the document. Macromedia dream over to design sample interface of our project.
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Chapter Two. System Features

1. Functional Requirements
Functional requirements capture the intended behavior of the system. This behavior may be expressed as services, tasks or function of the system required to perform. Functional requirements define what a system is supposed to do.
1.1 User Requirements

User requirements are written from a users perspective and the focus of user requirement describe tasks the user must be able to accomplish in order to fulfill business requirements. The user requirements are usually used in software engineering that specifies the requirements the user expects from software to be constructed in a software project.
Customer registration
REQ-1: The system must have to allow new customers to apply register and accept the following information. The system must register the new customers first name, middle name and last name. The system must register the new customers password. The system must register the new customers house number. The system must register the new customers kebele. The system must register the new customers phone number.
WEB BASED CUSTOMER SERVICE MANAGEMENT SYSTEM FOR EEPCO BAHIR DAR DISTRICT REQ-2: The system must allow the customers to login to the system with their username and password. REQ-3: The system must allow customer service expert to approve new customer registration. REQ-4: The system must allow customer service expert to cancel new customer registration if the customer doesnt sign contractual agreement.
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Updating customer information

REQ-5: The system must have to allow customer service expert to delete customer from the system. The system must delete customer if the customer stops their service from the corporation. REQ-6: The system must have to allow customer service expert to update customer data.
Bill information and Bill services

REQ-7: The system must allow the bill officer to view bill information of customers. The system must allow the bill officer to view meter reading. The system must allow the bill officer to view bill number. The system must allow the bill officer to view meter number. The system must allow the bill officer to view previous reading. The system must allow the bill officer to view meter constant. The system must allow the customers to view their bill information.
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REQ-8: The system must have to allow the bill officer to record the current meter reading to the system. REQ-9: The system must allow the bill officer to calculate the cost bill of the customer monthly.
service
REQ-10: The system must have to allow the technical supervisor to view service request from the customer. REQ-11: The system must have to allow customers to request service order.
Viewing report
REQ-12: The system must allow the manager to view reports from each service. REQ-13: The system must allow customers to send message regarding with disputes, comments and question.
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1.2 System Requirements
EEPCO
Apply register Approve registration
Cancel registration
Employee
New customer
Logout Login
Add item
Customer service expert
Customer Request service Delet customer
Bill officer
Calculate cost of bill Update customer information Technical supervisor
Record meter
Manager View report
view service request
Figure1: use case diagram BDU IOT | SCHOOL OF COMPUTING AND ELECTRICAL ENGINEERING, DEPARTMENT OF COMPUTER SCIENCE 8
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Actor definition
New customer: - a person who want to apply register to the system and get the service of EEPCO customer service management system. Customer: - a person who gets a service from the system. Customer service expert: - an employee who gives service for the customers like approving customer registration, deleting customer and updating customer information. Bill officer: - an employee who gives bill servicers to the customer includes calculating bill of a customer, recording bill of customer. Technical supervisor: - an employee who gets service requests from customer and give response to customers service request. Manager:- an employee who control all activities of employees.
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1.2.2. Use case description

A use case is a methodology used in system analysis to identify, clarify, and organize system requirements. The use case is made up of a set of possible sequences of interactions between systems and users in a particular environment and related to a particular goal. Use case is a list of steps, typically defining interactions between a role (known in UML as an actor) and a system, to achieve a goal. The actor can be a human or an external system.
Table1. Apply register

Identifier Use case name Actor Description Pre-condition Post- condition Basic course of action Uc-1 Apply register New customer Allow new customer to apply registration for EEPCO The customer should apply online registration The customer should be registered User action 1. The new customer Login to the system. 3. The new customers enter the following information: - first name, last name, password, kebele, house number, phone number. 4. The new customers click confirm button. Alternative course of action System response 2. The system asks the new customer to fill the information. 5. The system display successful registration message to the new customers.
At step 3.The new customer may be entering wrong kebele and house number. The system notifies the new customer to reenter kebele and house number.
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Table2. Approve registration

Identifier Use case name Actor Description Pre-condition Post- condition Basic course of action Uc-2 Approve registration Customer service expert Allows customer service expert to approve new customers registration. The new customer must have to apply for registration. The registration will be approved User action System response 1. Customer service Expert 2. The system asks the customer Login to the system. expert to enter username and 3. Customer service expert password. enter user name and password 4. The system validates user name to the system. and password. 5. Customer service expert get 6. The system Check contractual new applicants to the system. agreement 7. Customer service expert approves new customer registration successfully. At step 3.User name and password of customer service expert is invalid. The system notifies to customer service expert the password is invalid and prompt to reenter. At step 6.The customer dont pay fee and not signed contractual agreement. The system identified the customer not paid fee and signed contract agreement and cancels the registration. Extension point: uc-3 cancels registration. Condition the customer Dont paid fee and not signed contractual agreement
Alternative course of action
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Table3. Cancel registration

Identifier Use case name Actor Uc-3 Cancel registration Customer service expert
Description Pre-condition Post- condition:Basic course of action
customer service expert cancel suspended customer The customer should apply EEPCO for service The customer service expert cancel the new customer User action 1. Customer service expert login to the system. 3. Customer service expert enter user name and password. 5.Customer service expert Get the new applicants from the system 7. Customer service expert Cancel the customers from the system. System response 2. The system asks the customer service expert to enter user name and password. 4. The system validates user name and password. 6. The customer service expert checks contractual agreement.
At step 3.User name and password of customer service expert may be in valid. The system notifies the customer service expert the password in valid and prompt to reenter
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Table4. Update customer

Identifier Use case name Actor Description Pre-condition Uc-4 Update customer Customer service expert Allow updating previously recorded customer data The customer must be registered and customer service expert login to the system and new data about the customer should be ready
Post condition Basic course of action
The customer service expert updates customer status User action The customer service expert 1. Login to the system. 3.The customer service expert enter user name and password 4. The customer service expert enters the customer id of the intended customer 6. Customer service expert enters new modification of customer data. System response 2. The system asks the customer service expert to enter username and password. 4. The system checks the validity of password and user name. 5. The system searches and display customer details 7. System updates the information and saves to the database.
At step 3.User name and password of customer service expert may be in valid. The system notifies the customer service expert the password in valid and prompt to reenter
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Table5. Delete customer

Identifier Use case name Actor Description Pre-condition Post condition Basic course of action Uc-5 Delete customer Customer service expert The customer service expert deletes customer status The customer service expert should be login to the system User action 1. The customer service expert login to the system. 3.Enter password and user name to access the customer service screen 4. The customer service expert enters customer ID. 6. The customer service expert Delete the customer successfully. System response 2. The system asks the customer service expert to enter user name and password. 3. System validates user name and password. 5. The system Search the customer information in the database.
At step 3.User name and password of customer service expert may be in valid. The system notifies the customer service expert the password in valid and prompt to reenter.
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Table6. Record meter

Identifier Use case name Uc-6 Record meter
Actor Description
Bill officer The bill officer records meter reading
Pre-condition Post-condition
Bill officer should have collected reading The monthly meter reading will be recorded ones upon a month
Basic course of action
User action The bill officer 1. Login to the system. 3. Enter the name and password 4. The system retrieves the customer ID and customer detail 6. The bill officer Enter the current reading to the system.
System response 2. The system asks the bill officer to enter user name and password. 4. The system validates user name and password. 5. The system asks the bill officer to enter current meter reading.
Alternative course action
At step 3.User name and password of bill officer may be in valid. The system notifies the bill officer expert the password in valid and prompt to reenter. .
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Table7. Calculate the cost of bill

Identifier Use case name Uc-7 Calculate the cost of bill
Actor Description
bill officer Calculates the cost of bill
Pre-condition
The bill officer should get meter reading of Previous and current reading.
Post condition
The bill officer can successfully calculate cost of bill.
Basic course of action
User action Bill officer 1. Login to the system. 3. Enter the user name and password 6. The bill officer enters the meter constant, current meter reading and previous meter reading. .
System response 2. The system asks the bill officer to enter user name and password. 4. System validates password and user name. 5. The system asks the bill officer to enter meter constant, current reading, and previous reading meter. 7. The system calculates the bill. At step 3.User name and password of bill officer expert may be in valid. The system notifies the bill officer the password in valid and prompt to reenter. .
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Table8. Request service

Identifier Use case name Uc-9 Request service
Actor
Customer
Description Pre- condition Post condition Basic course of action
Allow the customer to order services from EPPCO. The customer should be registered customer and must pay service charge Service request will be recorded to the system. User action Customer 1. Log on to the system. 3. Customer enters user name and password. 6. Customers select service type. System response 2. The system asks the customer to enter user name and password. 4. The system validates user name and password. 5. The system asks the customer to select service type. 7. The system displays successful message via service interface.
Alternative course of action At step 3.User name and password of Technical supervisor may be in valid. The system notifies the customer the password invalid and prompt to reenter.
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Table9. View service request

Identifier Use case name Actor Uc-10
View service request

Technical supervisor
Description:
View and approve customer service order process.
Pre-condition Post-condition: Basic course of action
The customer should order service. Customer service request will view and get the service. User action Technical supervisor 1. Log on to the system. 2. The Technical supervisor enters the user name and password. 4. The Technical supervisor gets new service requests. 6. The technical supervisor receives and approves service requests. System response 2. The system asks the Technical supervisor to enter user name and password. 3. The system validates user name and password. 5. The system checks fee.
At step 2.User name and password of technical supervisor is invalid. . The system notifies the technical supervisor password is invalid and prompts to enter.
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Table10. View report

Identifier Use case name Uc-13 View report
Actor Description:
Manager The system allows manager to viewing report.
Pre-condition
There should be customer details from the database
Post condition Basic course of action User action 1. The manager is log on to the system. 3.The manager Enter the user name and password System response 2. The system asks the manager to enter user name and password. 4. System validates user name and password.
5. The system displays the report. Alternative course of action At step 3.User name and password of manager is invalid. . The system notifies the manager password is invalid and prompts to enter.
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2. Non-functional requirement
Non-functional requirement is a requirement that specifies criteria that can be used to judge the operation of a system, rather than specific behaviors. Non-functional requirements are often called qualities of a system. Other terms for non-functional requirements are constraints, quality attributes, quality goals, quality of service requirements and non-behavioral requirements.
2.1 Maintainability:
The system must have a failure test procedure that allows complete re-testing within 3 working days.
2.2 Platform independent:

The system will work with different version of windows.
2.3 Usability:
All pages should support with Amharic and English languages. The system shall have a help support for new customer.
2.4 Scalability
Any increase in the number of customers should not degrade system availability to an extent noticeable by any users.
2.5 Security:
The system shall have system administrator authorization. The system shall have customers authorization.
2.6 Performance:
System database must be updated in real time and system should be available in 24x7.
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3. Analysis models
Get new customer information
Check validity of customer information
[valid]
[invalid]
Successfully register
Figure2: Apply register activity diagram BDU IOT | SCHOOL OF COMPUTING AND ELECTRICAL ENGINEERING, DEPARTMENT OF COMPUTER SCIENCE 21
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Get new applicant from the system
check contractual fee
[contractual fee unpaid]
[contractual fee paid]
Cancel
Figure3: Cancel registration activity diagram
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Get new customer information
check new customer information
[contractual fee paid]
[contractual fee unpaid]
save to database
Figure4: Approve registration activity diagram
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Get username
Get password
Verifiy username and password
[incorrect]
[correct]
Abort Login
Figure5: Login activity diagram
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Get customer id
Get new information and old information of customer
Check customer id validity
[correct]
* * *
[incorrect]
*
Update customer information
Reject updation
Figure6: Update customer information activity diagram
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Get customer id
Get service request
Get customer information
Figure7: Request service activity diagram
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Get customer id
Get service request
Get customer information
Check fee
Check customer information
[valid]
* *
[invalid]
* *
view service successfully
Figure8: view service request activity diagram BDU IOT | SCHOOL OF COMPUTING AND ELECTRICAL ENGINEERING, DEPARTMENT OF COMPUTER SCIENCE 27
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Get customer id
Search from database
Delet from database
Figure9: Delete customer activity diagram
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Get customer id
Get previous reading
Get current reading
Calculate cost of bill
Figure10: Calculate cost of bill activity diagram
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Get customer id
Get current reading
Record meter
Figure11: Record meter activity diagram
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Get password
Check validity
[correct]
[incorrect]
Logout customer
Figure12: Logout activity diagram BDU IOT | SCHOOL OF COMPUTING AND ELECTRICAL ENGINEERING, DEPARTMENT OF COMPUTER SCIENCE 31
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Get technical supervisor report
Get bill officer report Get customer expert report
View report
Figure13: View report activity diagram
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customer service expert Request information()
customer
system
Database
Get information()
Approve registration() Check validity() Save
Figure14: Approve register sequence diagram
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Syste
Update<<UI>>
Database
update(customer id,update data)
update (customer id,data)
succesfully updated
update (customer id,new data)
updated()
Figure15: Update customer information sequence diagram
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System Customer service expert Select(Customer id)
Delete<<ui>>
Database
Delete (customer id)
Deleted(customer id)
Deleted() Succesfuly deleted
Figure16: Delete customer sequence diagram
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System
Technical supervisor Customer
Request service informatiopn()
Get service order() view service request()
Check fee
view succesfully()
Figure17: View service request sequence diagram
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System Request order information Get service order() display succesful message
Customer
Figure18: Request service sequence diagram
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System Customer
Login(username,password)
Login
Database
Check (username and password)
valid Login
Display Well come message
Figure19: Login sequence diagram
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system
customer
logout
Logout
Return logout
Logout success
Figure20: Logout sequence diagram
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Chapter three: System Design

1. Deployment diagram
UML deployment diagram depicts a static view of the run-time configuration of processing nodes and the components that run on those nodes. In other words, deployment diagrams show the hardware for your system, the software that is installed on that hardware, and the middleware used to connect the disparate machines to one another.
User machine
Browser
HTTP Application server

Apache webserver
Database server
Mysql database
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1.
Architectural Design
person
-firstName : string -middleName : string -lastName : string -personID : string
is-a
is-a
Customer
+viewbill() +applytoregister() +requestservice()
M
employee
-jobpostion : string -jobdescription : string -salary : int +approveregistration() +viewrequestservice() +updatecustomerinformation() +deletecustomer()
*
1
has-a
1 1
has-a
1 1
Address
-kebele : int -houseNumber : int -phoneNumber : int +getAddress()
Has
Bill 1
-consumption : float -blockRate : float -billnumber +calculatebill()
Calculates Meter
-priveous reading : float -current reading : float -readingdate : Date -meternumber : int +recordmeter()
request
record
N
N
Service
-serviceType : string -serviceOrderDate : Date -serviceNumber : int +getService()
Item
-itemName : string -itemNumber : int -itemPrice : int +getItem()
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register
N
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1. User Interface Design

This user interface is the bill officer page. In this page bill officer can record bill information and calculate the monthly consumption of customers.
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WEB BASED CUSTOMER SERVICE MANAGEMENT SYSTEM FOR EEPCO BAHIR DAR DISTRICT This user interface is customer page. In this page customer can apply to register and request services. Customer s can also give comment and disputes about the services.
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WEB BASED CUSTOMER SERVICE MANAGEMENT SYSTEM FOR EEPCO BAHIR DAR DISTRICT This page is customer expert page. In this page customer expert can approve customer
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registration, delete customer, and update customer information. Customer service expert can also view comments and disputes from the customer.
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WEB BASED CUSTOMER SERVICE MANAGEMENT SYSTEM FOR EEPCO BAHIR DAR DISTRICT This page is technical supervisor page. In this page technical supervisor can view service requests of the customer.
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WEB BASED CUSTOMER SERVICE MANAGEMENT SYSTEM FOR EEPCO BAHIR DAR DISTRICT This interface is customer registration form page. In this form customers enter their full name and address including phone number and Kebele.
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This user interface is a login form page.in this form customers and employes can login to the system by using their user name and password.
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4. Data Structure Design

Housenumber
Username
Customerid
Firstname
Address Customer Name

Password
Phonenumber Kebele
Middlename Firstname Employee Middlename Eid Name Jobdescription Lasname Sex
Lastname
Jobposition
Salary
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Consumptionkwh/kva Billitem charge
Bill number
Bill
Block rate
Request date
Service
Serviceordernumber Servicetype
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ItemName
Previous reading
Current reading
Meter ItemPrice Item meternumber
ItemNumber
readingdate
Customer 1*
Requests 1*
Service
1 View
Bill 1
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Customer Customer service expert 1 Works for N
Bill officer 1
Calculate s
Bill N
Technical supervisor
1*
View
1*
Service
Manager
Manages
Employee
N Add Item
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Customer firstName middleName lastName username password Cid Kebele Phone number House number
Bill Bill no Block rate Billitem charge Cid Consumption meternumber
Employee firstName middleName lastName Eid Job description Job position salary
Service Service type Service order date Service order no Cid
Item itemName itemNumber itemPrice
Meter
Readingdate Previousreading currentreading Meterconstant Meternumber Cid
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5. Algorithm Design
Algorithm design is a specific method to create a mathematical process in solving problems. Algorithms that we define from our architectural design include the following.
1. Applytoregister
Procedure: Apply to register. Begin Accept inputs (firstName, middleName, lastName, kebele, housenumber, phonenumber.) If input is valid Print successfully registered Else Print the input you enter is invalid, please try again End
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2. Request service
Procedure:
Request service
Begin Accept input (cid, servicetype, requestdate, serviceordernumber) If inputs are valid Display service is successfully requested. Else Display the input you enter is incorrect End
3. View bill
Procedure:
View bill Begin
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4. Updatecustomerinformation
Procedure: updatecustomerinformation Begin Accept (customer id) Check validity of customerid from database If (customer id is valid) Accept new data of the customer and Update customer information Display successfully updated End
5. Deletecustomer Procedure: Begin Select customer id from customer table
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6. Approveregistration
Procedure: approveregistration Begin Enter (firstname, middlename, lastname, kebele, housenumber, phonenumber) If (customer data is valid) Approve registration End if Else You entered invalid data End else End
7. Viewrequestservice
Procedure: Viewrequestservice Begin View (customerid, servicerequest type, service orderdate, serviceordernumber) If (customerid and requsts are valid) Accept service request End
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8. Recordmeter.
Procedure: recordmeter Begin Accept (current reading) then record meter End
9. Calculate bill
Procedures calculatebill Begin Accept (customerid, previous reading, currentreadung and meter reading) If (input is valid) Calculate bill End
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10.Getaddress
11.Getitem
12.Getservice
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Chapter One: Introduction: EEPCO'S Mission

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Chapter One: Introduction: EEPCO'S Mission

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WEB BASED CUSTOMER SERVICE MANAGEMENT SYSTEM FOR EEPCO BAHIR DAR DISTRICT

Chapter one: Introduction

Objective of the organization

2. Existing System Study

4. Objective of the Study

4.2 Specific Objectives

5. Scope The scope of this project is:

Chapter Two. System Features

1.1 User Requirements

Updating customer information

Bill information and Bill services

1.2 System Requirements

Customer service expert

Customer Request service Delet customer

Calculate cost of bill Update customer information Technical supervisor

Manager View report

view service request

1.2.2. Use case description

Table1. Apply register

Table2. Approve registration

Alternative course of action

Table3. Cancel registration

Description Pre-condition Post- condition:Basic course of action

Alternative course of action

Table4. Update customer

Post condition Basic course of action

Alternative course of action

Table5. Delete customer

Alternative course of action

Table6. Record meter

Bill officer The bill officer records meter reading

Basic course of action

Alternative course action

Table7. Calculate the cost of bill

bill officer Calculates the cost of bill

The bill officer can successfully calculate cost of bill.

Basic course of action

Alternative course of action

Table8. Request service

Description Pre- condition Post condition Basic course of action

Table9. View service request

View service request

View and approve customer service order process.

Pre-condition Post-condition: Basic course of action

Alternative course of action

Table10. View report

Manager The system allows manager to viewing report.

There should be customer details from the database

2.2 Platform independent:

Get new customer information

Check validity of customer information

Get new applicant from the system

check contractual fee

[contractual fee unpaid]

[contractual fee paid]

Figure3: Cancel registration activity diagram

Get new customer information

check new customer information

[contractual fee paid]

[contractual fee unpaid]

Figure4: Approve registration activity diagram

Verifiy username and password