IS132-L TERM PAPER

Noel D. Basañez Jr.

Angelica Rose D. Bauzon

Ashly Mariel C. Cruz

Kathleen R. Santos

Tristan Andrei T. Saura

A Term Paper Submitted to the School of Information Technology for Systems Analysis and

Design Laboratory to

Prof. Antonette D. Gabriel

Prof. Grace Lorraine D. Intal

Mapúa University Makati

18 February 2021
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I. Introduction

Company Background

Surigao del Sur I Electric Cooperative, Inc. (SURSECO I) is an electric distribution

utility created and organized by virtue of Presidential Decree No. 269, as amended. It has been in

service since July 20, 1971 when it obtained its registration with the National Electrification

Administration, a government agency specially created to implement and supervise the total

electrification program of the government.

It serves the franchise of one (1) city and four (4) municipalities within the first district of

Surigao del Sur namely: Bislig City, Barobo, Hinatuan, Tagbina and Lingig with a total of

32,955 active service connections as of December 31, 2008. Committed to fulfill its mandate of

total electrification, it has completely energized the 138 barangays within its coverage area and is

relentlessly pursuing the energization of farflung sitios through government subsidies.

As an electric distribution utility, it draws power from the National Power Corporation

(NPC) through the transmission facilities of the National Grid Corporation of the Philippines

(NGCP). It operates and distributes power to its customers with three (3) sub-stations located in

Barangays Tabon and San Fernando, all of Bislig City, and in the Municipality of Barobo.

Customer satisfaction is SURSECO I’s primary concern thus technology innovations are

in place. The Psion Read and Bill System designed for an automatic printing and delivery of

electric bill immediately after the reading of the meter; and, the fully automated Tellering

System which speed-up the collection process are just some of the technology installed in order

to offer prompt and accurate service.

Gaining the Category A+ (the highest performance award accorded by NEA to electric

cooperatives) and classified as Extra Large distribution utility as well as being acclaimed as

“Outstanding Electric Cooperative” evidently bespeak of its commitment and fervor to perform

with utmost professionalism and excellence (Surigao del Sur I Electric Cooperative, Inc., 2018).
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Table of Organization

OFFICE OF THE GENERAL MANAGER

2016 REVISED ORGANIZATION STRUCTURE

GENERAL
GENERAL MANAGER
MANAGER

MANAGER,
MANAGER, INTERNAL
INTERNAL AUDIT
AUDIT MANAGER,
MANAGER, CORPORATE
CORPORATE CHIEF,
CHIEF, CORPORATE
CORPORATE
OFFICE
OFFICE COMMUNICATIONS
(R-20)
SERVICES
SERVICES OFFICE(R-20)
OFFICE(R-20) COMMUNICATIONS && PUBLIC
PUBLIC
(R-20) AFFAIRS
AFFAIRS OFFICE/EXECUTIVE
OFFICE/EXECUTIVE
ASSISTANT(R-17)
ASSISTANT(R-17)

HEAD,
HEAD, MANAGEMENT
MANAGEMENT CORPORATE
CORPORATE COMMUNICATION
COMMUNICATION
SUPERVISING
SUPERVISING AUDITOR*
AUDITOR* ENERGY
ENERGY TRADING
TRADING OFFICER
OFFICER INFORMATION
INFORMATION SYSTEM
SYSTEM SECTION
SECTION OFFICER
OFFICER
(R-14)
(R-14) (R-13)
(R-13) (R-14)
(R-14) (R-12)
(R-12)

MEDIA
MEDIA AND
AND PUBLIC
PUBLIC AFFAIRS
AFFAIRS
FINANCIAL
FINANCIAL AUDITOR
AUDITOR UTILITY
UTILITY ECONOMICS
ECONOMICS OFFICER
OFFICER COMPUTER
COMPUTER PROGRAMMER
PROGRAMMER OFFICER
OFFICER
(R-11)
(R-11) (R-13)
(R-13) (R-11)
(R-11) (R-12)
(R-12)

TECHNICAL
TECHNICAL AUDITOR
AUDITOR CORPORATE
CORPORATE PLANNING
PLANNING OFFICER
OFFICER NETWORK
NETWORK SPECIALIST
SPECIALIST OFFICER
OFFICER STAFF
STAFF
(R-11)
(R-11) (R-12)
(R-12) (R-11)
(R-11) (R-8)
(R-8)

INSTITUTIONAL
INSTITUTIONAL AUDITOR*
AUDITOR* COMPUTER
COMPUTER ANALYST
ANALYST GM’s
GM’s DRIVER
DRIVER
(R-11)
(R-11) (R-9)
(R-9) (R-9)
(R-9)

LEGEND:
RENAMED Existing Position 7
Addition to Existing
NEW Transferred
Transferred & Renamed
TRANSFERRED Renamed 8
Abolished
TRANSFERRED & RENAMED New Position 4
Total Position 19
ABOLISHED
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FINANCE SERVICES DEPARTMENT

2016 REVISED ORGANIZATION STRUCTURE
MANAGER,
MANAGER, FINANCE
FINANCE SERVICES
SERVICES
DEPARTMENT
DEPARTMENT (R-20)
(R-20)

BUDGET
BUDGET OFFICER
OFFICER OFFICE
OFFICE STAFF
STAFF
(R-13)
(R-13) (R-8)
(R-8)

CHIEF,
CHIEF, ACCOUNTING
ACCOUNTING && CHIEF,
CHIEF, CONSUMERS
CONSUMERS ACCOUNTS
ACCOUNTS
CASHIERING
CASHIERING DIVISION
DIVISION (R-17)
(R-17) DIVISION
DIVISION (R-17)
(R-17)

HEAD,
HEAD, METER
METER READING
READING
HEAD,
HEAD, ACCOUNTING
ACCOUNTING SECTION
SECTION CASHIER
CASHIER HEAD,
HEAD, BILLING
BILLING SECTION
SECTION SECTION
SECTION
(R-14)
(R-14) (R-14)
(R-14) (R-14)
(R-14) (R-14)
(R-14)

BOOKKEEPER
BOOKKEEPER II(1)
II(1) ASSISTANT
ASSISTANT CASHIER
CASHIER CONSUMERS
CONSUMERS ACCOUNTS
ACCOUNTS METER
METER READING
READING ANALYST
ANALYST (2)
(2)
(R-11)
(R-11) (R-10)
(R-10) CONTROL
CONTROL OFFICER
OFFICER (R-10)
(R-10) (R-9)
(R-9)

BOOKKEEPER
BOOKKEEPER I(2)-(1)*
I(2)-(1)* TELLER
TELLER II BILLING
BILLING SPECIALISTII
SPECIALISTII
(R-10)
(R-10) (R-9)
(R-9) (R-10)
(R-10)

WORK TELLER
TELLER II (HINATUAN
(HINATUAN SERVICE BILLING
BILLING SPECIALIST
SPECIALIST II
WORK ORDER
ORDER OFFICER
OFFICER SERVICE
(R-10) CENTER)*(R-9)
CENTER)*(R-9) (R-9)
(R-9)
(R-10)

ACCOUNT
ACCOUNT SPECIALIST
SPECIALIST
(R-9)
(R-9)

LEGEND: Existing Position 7

RENAMED Addition to
Existing
NEW Transferred
Transferred & 1
TRANSFERRED Renamed
Renamed 12
TRANSFERRED & RENAMED Abolished
New Position 2
ABOLISHED Total Position 22
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INSTITUTIONAL SERVICES DEPARTMENT

2016 REVISED ORGANIZATION STRUCTURE

LEGEND: Existing Position 11

RENAMED Addition to Existing 1
Transferred
NEW Transferred & Renamed 1
Renamed 9
TRANSFERRED Abolished
New Position 6
TRANSFERRED & RENAMED Total Position 28

ABOLISHED
TECHNICAL SERVICES DEPARTMENT
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2016 REVISED ORGANIZATION STRUCTURE

MANAGER,
MANAGER, TECHNICAL
TECHNICAL SERVICES
SERVICES
DEPARTMENT
DEPARTMENT (R-20)
(R-20)

OFFICE
OFFICE STAFF
STAFF
(R-8)
(R-8)

CHIEF,
CHIEF, NETWORK
NETWORK SERVICES
SERVICES
CHIEF,
CHIEF, NETWORK
NETWORK DEVELOPMENT
DEVELOPMENT DIVISION
DIVISION
DIVISION
DIVISION (R-17)
(R-17) (R-17)
(R-17)

HEAD,
HEAD, CONSTRUCTION
CONSTRUCTION &&
HEAD,
HEAD, PLANNING
PLANNING AND
AND SYSTEM
SYSTEM HEAD,
HEAD, OPERATION
OPERATION && HEAD,
HEAD, METERING
METERING && SPECIAL
SPECIAL
SYSTEM
SYSTEM IMPROVEMENT
IMPROVEMENT
DESIGN
DESIGN SECTION
SECTION (R-14)
(R-14) MAINTENANCE
MAINTENANCE SECTION
SECTION (R-14)
(R-14) EQUIPMENT
EQUIPMENT SECTION(R-14)
SECTION(R-14)
SECTION
SECTION (R-14)
(R-14)
METERING
METERING &SPECIAL
&SPECIAL
PLANNING
PLANNING AND
AND SYSTEM
SYSTEM LEADMAN,
LEADMAN, CONSTRUCTION
CONSTRUCTION && LEADMAN,
LEADMAN, OPERATION
OPERATION && EQUIPMENT
EQUIPMENT SPECIALIST
SPECIALIST (2)(R-
(2)(R-
DESIGN
DESIGN ENGINEER
ENGINEER (2)(R-13)
(2)(R-13) SYSTEM
SYSTEM IMPROVEMENT
IMPROVEMENT (R-13)
(R-13) MAINTENANCE
MAINTENANCE (R-13)
(R-13) 11)
11)

SYSTEM
SYSTEM ENGINEER
ENGINEER BOOMTRUCK
BOOMTRUCK OPERATOR
OPERATOR LINEMAN/DRIVER
LINEMAN/DRIVER IIII (2)
(2) LINEMAN/DRIVER
LINEMAN/DRIVER IIII
(R-13)
(R-13) CONSTRUCTION
CONSTRUCTION (R-9)
(R-9) (R-11)
(R-11) (R-11)
(R-11)

DRAFTSMAN
DRAFTSMAN LINEMAN/DRIVERI
LINEMAN/DRIVERI (2)*
(2)* LINEMAN/DRIVER
LINEMAN/DRIVER II (5)-(1)*
(5)-(1)* BOOMTRUCK
BOOMTRUCK OPERATOR-
OPERATOR-
(R-9)
(R-9) (R-10)
(R-10) (R-10)
(R-10) SPECIAL
SPECIAL EQUIPMENT*(R-9)
EQUIPMENT*(R-9)

BOOMTRUCK
BOOMTRUCK OPERATOR-
OPERATOR-
LEGEND:
MAINTENANCE
MAINTENANCE (R-9)
(R-9)
RENAMED
Existing Position 5
NEW SUBSTATION
SUBSTATION TENDER
TENDER (3)*
(3)* Addition to Existing
(R-9)
(R-9)
Transferred
TRANSFERRED Transferred & Renamed
Renamed 15
TRANSFERRED & RENAMED Abolished
New Position 13
ABOLISHED Total Position 33
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MANGAGOY AREA OPERATIONS DEPARTMENT

2016 REVISED ORGANIZATION STRUCTURE
MANAGER,
MANAGER, MANGAGOY
MANGAGOY AREA
AREA
SERVICES
SERVICES DEPARTMENT
DEPARTMENT (R-20)
(R-20)

UTILITYMAN/MESSENGER*
UTILITYMAN/MESSENGER* OFFICE
OFFICE STAFF
STAFF
(R-4)
(R-4) (R-8)
(R-8)

HEAD,
HEAD, CONSUMER
CONSUMER SERVICES
SERVICES HEAD,
HEAD, OPERATION
OPERATION AND
AND
SECTION(R-14)
SECTION(R-14) MAINTENANCE
MAINTENANCE SECTION(R-14)
SECTION(R-14)

CONSUMER
CONSUMER WELFARE
WELFARE LEADMAN,
LEADMAN, OPERATION
OPERATION AND
AND
OFFICER
OFFICER MAINTENANCE(R-13)
MAINTENANCE(R-13)
(R-9)
(R-9)

METER
METER READING
READING ANALYST
ANALYST LINEMAN/DRIVER
LINEMAN/DRIVER II(2)
II(2)
(2)-(1)*(R-9)
(2)-(1)*(R-9) (R-11)
(R-11)

TELLER
TELLER IIII LINEMAN/DRIVER
LINEMAN/DRIVER I(6)
I(6)
(R-10)
(R-10) (R-10)
(R-10)

TELLER
TELLER II (2)-(1)*
(2)-(1)* BOOMTRUCK
BOOMTRUCK OPERATOR-
OPERATOR-
(R-9)
(R-9) MAINTENANCE(R-9)
MAINTENANCE(R-9)

SERVICE
SERVICE CONNECTION
CONNECTION METER
METER SPECIALIST
SPECIALIST
INSPECTOR*(R-10)
INSPECTOR*(R-10) (R-9)
(R-9)

SUBSTATION
SUBSTATION TENDER
TENDER (3)*
(3)*
LEGEND:
RENAMED

NEW

TRANSFERRED

TRANSFERRED & RENAMED

ABOLISHED
Existing Position
Addition to Existing
Transferred 1
Transferred and Renamed
Renamed 15
Abolished
New Position 10
Total Position 26
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BAROBO AREA OPERATIONS DEPARTMENT

2016 REVISED ORGANIZATION STRUCTURE

MANAGER,
MANAGER, BAROBO
BAROBO AREA
AREA
SERVICES
SERVICES DEPARTMENT
DEPARTMENT (R-20)
(R-20)

UTILITYMAN/MESSENGER*
UTILITYMAN/MESSENGER* OFFICE
OFFICE STAFF
STAFF
(R-4)
(R-4) (R-8)
(R-8)

HEAD,
HEAD, CONSUMER
CONSUMER SERVICES
SERVICES HEAD,
HEAD, OPERATION
OPERATION AND
AND
SECTION
SECTION (R-14)
(R-14) MAINTENANCE
MAINTENANCE SECTION
SECTION (R-14)
(R-14)

CONSUMER
CONSUMER WELFARE
WELFARE OFFICER
OFFICER LEADMAN,
LEADMAN, OPERATION
OPERATION AND
AND
(R-9)
(R-9) MAINTENANCE
MAINTENANCE (R-13)
(R-13)

METER
METER READING
READING ANALYST
ANALYST (2)-
(2)- LINEMAN/DRIVER
LINEMAN/DRIVER IIII (2)
(2)
(1)*(R-9)
(1)*(R-9) (R-11)
(R-11)

TELLER
TELLER IIII LINEMAN/DRIVER
LINEMAN/DRIVER II (6)
(6)
(R-10)
(R-10) (R-10)
(R-10)

TELLER
TELLER (LINGIG
(LINGIG SERVICE
SERVICE BOOMTRUCK
BOOMTRUCK OPERATOR-
OPERATOR-
CENTER)*(R-9)
CENTER)*(R-9) MAINTENANCE
MAINTENANCE (R-9)
(R-9)

SERVICE
SERVICE CONNECTION
CONNECTION METER
METER SPECIALIST
SPECIALIST
INSPECTOR*(R-10)
INSPECTOR*(R-10) (R-9)
(R-9)

LEGEND:
SUBSTATION
SUBSTATION TENDER
TENDER (3)*
(3)*
RENAMED

NEW

TRANSFERRED

TRANSFERRED & RENAMED

ABOLISHED
Existing Position
Addition to Existing
Transferred 1
Transferred and Renamed
Renamed 13
Abolished
New Position 11
Total Position 25
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Simplified Organizational Structure

Functions of Departments

Internal Audit Office

This Internal Audit Office is made up of the auditors assigned in different departments.

They audit the operations of what happens inside the business. Internal auditors assure the

businesses’ risk management by evaluating and analyzing the company’s financial activities and

the operations objectively.

Corporate Services Office

In this office, the management information system section of the business is included,

which consists of a computer programmer, network specialist, and a computer analyst. The

Corporate Services Office combines different areas in the company to consider all of the

activities happening to better serve the company itself and the consumers.

Corporate Communication and Public Affairs Office

This Corporate Communication and Public Affairs Office handles all of the

communications specifically outside the company. This also covers the media, social media

platforms, and public affairs. To summarize, this office controls the company’s relationship to

the public, the government, and the media.

Finance Services Department

As the name of this department states, this handles the money of the company. This

department is divided into two, first is the accounting and cashiering division, wherein
 9

accounting, bookkeeping, and others takes place. The second division is consumers accounts

division, which controls and analyzes the consumer’s accounts.

Institutional Services Department

This department is also divided into two divisions, human resource and administration is

the first one, this focuses on the employees of the company, warehousing, and general services.

The second division is consumer welfare and services, in the previous division the welfare of the

employees was mentioned, this time it focuses on the welfare of the consumers.

Technical Services Department

The Technical Services Department is the one who is in charge of the technical part in the

company, they develop the network they provide, and they are also the one who operates and

maintains the service they provide. This department focuses on the technical side of the service

that SURSECO I provide.

Mangagoy Area Services Department and Barobo Area Services Department

These two departments are sub-offices which also function as a department. The

functions of Mangagoy Area Services Department and Barobo Area Services Department are the

same, they focus on the consumer and the service they provide them. The only difference of

these two is their location.

II. Situational and Problem Analysis

SWOT analysis/ TOWS matrix

Strengths Weaknesses

S1 Monopolizes business in a W1 Numerous power outages

large area during dry season

S2 Recognized by NEA as a W2 SMS notification system

Category A+ electric for planned power outages
cooperative lacks coverage

S3 Strong and good W3 Over-the-counter

reputation among customers payment is the only payment
and consumers option

Opportunities
O1 Lacks competition
O2 Internet
O3 Social Media
O4 Research and innovations
Threats
T1 Alternative sources of
energy
T2 Electricity meter
tamperers
T3 Non-paying consumers
S4 Emphasis on customer
satisfaction
S5 Strong financials with
sustainable growth
SO Strategies
S1S5O1 Increase coverage
and revenue through
electrification of remote areas
S4S5O4 Strong financials
will help support for the
company’s researches and
investments on technological
innovations
ST Strategies
S1S3T1 With the reputation
of SURSECO-I, there is a low
chance of losing customers
due to new competition or
other providers/sources of
electricity
S3S4T3 Setup consumer
reward system for consumers
10
W4 Very long lines during
due dates result to
overcrowding of waiting
room
W5 Lack of manpower
(tellers) during due dates
W6 Lack of social media
presence (Twitter, Instagram)
WO Strategies
W1O1 Increase power supply
by partnering with more
electricity suppliers
W2W6O2O3 Utilize the
internet and social media to
notify consumers of planned
power outages and provide
news and other updates
W2W3W6O2O4 Create a
website to serve many
different functions: provide
news and updates, online
payment of bills, customer
service, etc.
W3W4O2 Setup other
payment methods such as
credit/debit card payments
and e-wallets (i.e. G-Cash,
GrabPay)
W6O4 Create Twitter and
Instagram accounts to provide
news and updates to
customers and consumers and
increase social media
presence
WT Strategies
W1T1 Increase power supply
by partnering with more
electricity suppliers
W6T2 Utilize social media to
seek help from other
consumers in tracking
electricity meter tamperers
 11

paying punctually for the

entire 12 months

As a result of our analysis, SURSECO-I main strengths lie in its good reputation among

customers, provides satisfaction, recognized by NEA as a category A+ electric cooperative, and

its strong financials with sustainable growth.

The company’s weaknesses are the unannounced power outages, long waiting time

during the deadline of payment, and the lack of manpower.

The company sees opportunities in lack of competition because this is the only electricity

provider in the city, next is improving the marketing strategy of the company by promoting

through social media, and lastly, through research and innovations that will help the company

improve.

The possible threats of this company are the electricity meter tamperers, non paying

customers, and most importantly the alternative sources of energy.

Different strategies can be applied in the company to combat the threat and weaknesses

and take advantage of the opportunities and strengths. Strategy for Strength and Opportunities

are Increase coverage and revenue through electrification of remote areas(S1S5O1) and strong

financials will help support for the company's researches and investments on technological

innovations(S4S504). For the strategies for weakness and opportunities, the company needs to

increase power supply(W1O1), utilize the internet and social media for updates(W2W6O2O3),

create a website to serve many different functions(W2W3W6O2O4), setup other payment

methods (W3W4O2).Increase social media presence(W6O4).For the strategies for strength and

treat. The company the company have a good reputation with the customer and introducing a

competitor is a low risk for the company(S1S3T1) and setting up a reward system for paying

punctually for the entire 12 months is a good way to incentivise paying on time(S3S4T3). For the

company's weakness and threat strategies, the company needs to increase power supply by

partnering with more electricity suppliers(W1T1) and track electricity meter tampers with the

help of consumers using social media(W6T2).

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Problems needed to be solved through automation

When the question “With your current electricity provider, SURSECO - I, what are the

problems you encounter with the service they provide?” were asked to the consumers of

SURSECO - I, the top 2 problems repeatedly mentioned were announced and unannounced

power interruptions and long waiting time in SURSECO branches during due dates. Focusing on

the first problem, SURSECO lacks consistency in informing and being transparent to their

customers when it comes to brownouts which causes inconvenience to the consumers. By

consistently sending out emails or text messages to their consumers either before a scheduled

brownout or after an unexpected brownout will solve this problem.

The second problem mentioned was the long waiting time when paying electricity bills in

SURSECO branches especially during due dates needs to be solved through automation. Living

in an era with countless technological innovations and advancements, paying online is one of the

technologies provided to offer convenience to the public. In the case of SURSECO, they still

conform to the traditional way of paying which causes inconvenience to their consumers. There

are respondents that pointed out that it is not safe to wait in line and pay their electricity bills

every month knowing that we are still in the middle of a pandemic.

 13

Root-cause Analysis (Why-why diagram)

On this root-cause analysis, we focused on the consumer’s response to the question “With

your current electricity provider, SURSECO - I, what are the problems you encounter with the

service they provide?”, based on the answers of our respondents we noticed that they had a

problem with the long waiting time during the due date. One of the respondents pointed out that

they have poor customer service which is a company factor because they lack tellers or the tellers

do not follow their work schedule. For the consumers factor, most of them pay on the due date

itself which crowds’ people that results in longer waiting time. For the process factor,

SURSECO-I has overcrowded rooms mainly because they have poor customer service and they

do not offer alternative payment methods, not like Meralco, consumers of Meralco can pay

online using online banking or mobile wallets like GCash. The root cause of this is the process of

paying bills that lack automation.

 14

III. Problem Statement and Objectives

Problem Statement

The present payment process of SURSECO-I does not provide other payment options which

causes inconvenience to their consumers. Currently, SURSECO-I still conforms to the traditional

way of paying. According to surveys conducted by the group, most consumers encountered long

waiting times when paying bills. Considering SURSECO-I conforming to manual payments,

consumers have no choice but to pay at the nearest branch. Thus, paying bills has become time

consuming and inefficient, resulting in poor customer service.

Main Objectives

The purpose of this study is to improve the payment process of SURSECO-I. It will

determine how to resolve issues regarding long lines when paying bills during due dates. This

automated system will ensure a fast-moving and convenient way of paying electricity bills through

an online payment system.

Specific Objectives

1. To offer an additional option in SURSECO-I’s payment methods.

2. To lessen the waiting time when paying bills in various SURSECO-I branches.

3. To cater the preferred payment options by the customers.

IV. System Analysis

System Requirements

Output

● The system must update the database and mark all customers that have paid, as paid.

● The system must update the web pages when languages or dialects are translated in

accordance to the user’s preference.

● The system must generate a reminder when the bill is ready and when the bill is almost

due.
 15

● The system must provide a search facility that allows full-text searching to all web pages

in which the user is permitted to access.

Input

● The system should allow the user to store data information for the next time it is visited.

● The system should allow the user to translate web pages into other languages or dialects.

● Full text searches must be entered on the search facilities provided by the system.

Process

● The system shall allow customers to pay their electric bills online through debit/credit

card payments, mobile wallets, or other online banking options.

● The system should give users their receipts through email, or print the receipt from the

web page itself.

● A user who already knows how to pay his electric bills online should be able to locate

and view the web page in 10 seconds.

Performance

● The system must be completely operation at least 96.67% of the time or at least 29 days a

month

● Down time of the server must not exceed 2 hours

● The system must manage, without any slowdown, 600,000 users at once and be very

responsive.

● The system web site must be viewable from Chrome 72.0 or later, Safari 12.0 or later,

Mozilla Firefox 65 or later, and Microsoft Edge for Windows 8.1 or later.

Control

● The system must provide a log-on security at the operating system level and at the

application level

● The system must be encrypted and provide protection from attacks

Flowchart of current process

 16

The process starts off when the meter reader reads the meter of the customer then bills

them. The customer then receives the bill which they have to present to the teller when they will

pay their electricity bill. To pay for their bill the customer has to go to the nearest SURSECO

branch then get a queuing number and wait for their number to be displayed. When their number

is displayed on the screen, they should go to the teller that is assigned to them and present their

bill and pay for it. The teller then receives their bill and payment, processes it, and prints the

receipt. The customer then receives the receipt which serves as their proof of payment.

Presentation of forms, reports and other documents

Printable E-Receipt
 17

The printable electronic receipt (e-receipt) is used by the customer and SURSECO-I to

document that the payment made by the customer through a mobile wallet or his debit/credit card

is correct and successful. The customer can save an electronic copy (soft copy) of this receipt

and/or print a hard copy. This e-receipt will prove that the customer has paid for his electricity

bills for the previous period and thus is entitled to another month/period of electricity supply

from SURSECO-I.

Online Payment System Enrollment Form

 18

The ‘Online Payment System Enrollment Form’ is a form needed to be filled out by a

SURSECO-I consumer in a SURSECO-I office if he wants to enroll in SURSECO-I’s online

payment system. In this form, the consumer may choose if he wants to subscribe to an

email/SMS notification on his monthly billing. After filling out all the needed information, a

SURSECO-I employee will then check all the credentials entered by the consumer in the form.

Afterwards, the SURSECO-I employee will send a verification to the consumer’s email address

and contact number. The SURSECO-I employee will then print a ‘Login Information Slip’ to be

given to the consumer. This slip will inform the consumer as to how he can login in SURSECO-

I’s online payment system.

Online Payment System Login Information Slip

 19

The ‘Login Information Slip’ is given by the SURSECO-I employee to a consumer to

inform the consumer as to how to login into SURSECO-I Online Payment System. However,

before the first login, the consumer must first verify his email address (click a link sent to email)

and contact number (reply to a text verification). Once verified, a consumer is now enrolled in

the online payment system and thus becomes a ‘user’ of it, and can now proceed with the login

following the format given in the ‘Login Information Slip’. An enrolled consumer may have

access to the system’s features such as paying electricity bills online through mobile wallets or

debit/credit cards, online viewing of monthly billing, keeping track of payment history, and

directly emailing SURSECO-I for concerns.

V. System Design
 20

Discuss the scope of the proposed system (create HIPO chart); Subsystems and

functionalities;

The chart above is a hierarchical input process output model of the proposed SURSECO-

I Online Payment System. The main modules of the system include Reading and Billing, Bill

Due Date Notification, Customer Login, Payment Process, Generate Receipt, and Logout. The

sub-modules of the Reading and Billing module include producing a Customer Hard Copy of the

consumer’s bill and recording and updating the reading and billing information in the Database

Record. For the Bill Due Date Notification Module, the sub-modules include Email sending of

bill due date notification and SMS sending of bill due date notification. In the Customer Login

module, an enrolled user of the system will have access to a Help option where one can Raise

Concerns, Change the Language of the system, and Search Words for easier navigation of the

system’s functions and features. Next, in the Payment Process module, the sub-modules include

Mobile Wallet paying of the electricity bill and Debit/Credit Card paying of the said bill.

Afterwards, in the Generate Receipt module, the sub-modules include generating a Printable Soft

Copy of the bill payment receipt, and recording and updating the successful payment of the user

in the Database Record. The Database Record also has a sub-module named Update Customer

Payment History wherein the system will record every online transaction made by the user with

SURSECO-I and update the user’s payment history, which will be available for viewing in the

user’s SURSECO-I Online Payment System account. Lastly, the last module involves the user

Logging Out of his SURSECO-I Online Payment System account, as to keep his account secure

from cyber criminals or anyone who may take interest in the user’s information.

Use Case Diagram

 21

● High-level

● Low-level
 22

● Low-levels Specific Processes

Use-Case Narrative
 23

Authors: Basañez, Bauzon, Cruz, Santos, Saura Date: January 31, 2021

Version: 1.0

Use Case Name: Login Use-Case Type:

Use Case ID: OPS-BRC001 Business

Requirements: 🗹
Priority: High

Primary Business Actor: ● Customer

● Technical Support Employee

Other participating actors: Online Payment System

Other interested stakeholders: Management - interested in statistics of customers logging

in to use the online payment system in order to measure the
effectiveness and usefulness of online payment systems
among customers.

Description: To access the Online Payment System and the services that
it offers, the user (either the customer or the technical
support employee) must login first. The contents and user
interface of the online payment system vary depending on
the user who logged in - a customer or the technical support
employee.

Precondition: The user has registered his account in a SURSECO - I

office (main office or sub-office).

Trigger: The use case initiates when a user tries to access the online
payment system.

Typical Course of Events: Actor Action System Response

Step 1: Starts off when the user
wants to login.
Step 2: The user will input their
account number/username and
password.
Step 3: The system will
authorize the user if the
entered account
number/username and
password is valid and is
registered in the
database.
Step 4: The system starts
a login session and
brings the user to the
homepage.

Alternate Courses: Alt-Step 3: If the entered account number and/or password

is invalid, the use case goes back to step 2.

Conclusion: This use case concludes when the users successfully logged
in their account.

Postcondition: The user can now choose from the actions that will be
displayed in the homepage.

Business Rules: Some data and functions are restricted to certain types of
users, users who are technical support employees are
allowed to answer concerns from customers.
 24

Implementation Constraints
and Specifications: The system should immediately identify if the user is a
customer or a technical support employee.

Assumptions: The user can access the online payment system.

Open Issues: User forgets password.

Use Case Name: Pay Electricity Bill Use-Case Type:

Use Case ID: OPS-BRC002 Business

Requirements: 🗹
Priority: High

Primary Business Actor: Customer

Other participating actors: Online Payment System

Other interested stakeholders: Bank and Mobile Wallets - interested because they will be
involved in the process of paying the electricity bill.

Description: This use case allows a registered customer to start the

process of paying their electricity bill.

Precondition: The user is logged in as a customer.

Trigger: This use case is initiated when the user chooses the option
“Pay Electricity Bill”.

Typical Course of Events: Actor Action System Response

Step 1: Choose “Pay Electricity Step 2: Display current

Bill” state and balance of the
customer.
Step 3: Display offered
payment methods.

Alternate Courses: None

Conclusion: This use case concludes when the system displays the
offered payment methods for the customer to choose from.

Postcondition: The user will now choose from the offered payment
methods displayed.

Business Rules: The system must disable the customers from picking a
payment method if their current status is paid and balance is
zero.

Implementation Constraints
and Specifications: The system must display the logos of the banks and mobile
wallets that the company is partnered with for easier
recognition.

Assumptions: The customer can pay with their desired payment method.
 25

Open Issues: None

Use Case Name: Pay with mobile wallet Use-Case Type:

Use Case ID: OPS-BRC003 Business Requirements: 🗹

Priority: Medium

Primary Business Actor: Customer

Other participating actors: Mobile Wallet and Online Payment System

Other interested stakeholders: None

Description: This use case enables the customer to pay using a mobile
wallet.

Precondition: The user is logged in and chose the option “Pay Electricity
Bill”.

Trigger: This use case is initiated when the user chooses the option
“Pay with mobile wallet”.

Typical Course of Events: Actor Action System Response

Step 1: The user chooses “Pay Step 2: Asks for the

with mobile wallet”
Step 4: Mobile wallet sends
confirms the payment.
payment information
(phone number and pin
for GCash) to pay for the
bill.
Step 3: Request
confirmation from the
specific mobile wallet.

Alternate Courses: Alt-Step 4: If the mobile wallet replies to the system’s

request that the transaction was unsuccessful, the use case
will go back to step 2.

Conclusion: This use case concludes when the mobile wallet confirms
the payment.

Postcondition: The system will generate a receipt for the customer.

Business Rules: ● The personal information of the customer must not

be stored in the system.
● The confirmation of the payment must only come
from the specific mobile wallet.

Implementation Constraints If the mobile wallet notified the system that the transaction
and Specifications: was unsuccessful the system must immediately inform the
customer.

Assumptions: The electricity bill was paid.

Open Issues: None

 26

Use Case Name: Pay with a credit card Use-Case Type:

Use Case ID: OPS-BRC004 Business

Requirements: 🗹
Priority: Medium

Primary Business Actor: Customer

Other participating actors: Bank and Online Payment System

Other interested stakeholders: None

Description: This use case enables the customer to pay using a credit
card.

Precondition: The user is logged in and chose the option “Pay Electricity
Bill”.

Trigger: This use case is initiated when the user chooses the option
“Pay with a credit card”.

Typical Course of Events: Actor Action System Response

Step 1: The user chooses “Pay Step 2: Asks for the

with a credit card”
Step 4: Bank sends confirms
the payment.
payment information
(card number and pin) to
pay for the bill.
Step 3: Request
confirmation from the
bank.

Alternate Courses: Alt-Step 4: If the bank replies to the system’s request that
the transaction was unsuccessful, the use case will go back
to step 2.

Conclusion: This use case concludes when the bank confirms the
payment.

Postcondition: The system will generate a receipt for the customer.

Business Rules: ● The personal information of the customer must not

be stored in the system.
● The confirmation of the payment must only come
from the bank.

Implementation Constraints If the bank notified the system that the transaction was
and Specifications: unsuccessful the system must immediately inform the
customer.

Assumptions: The electricity bill was paid.

Open Issues: None

Use Case Name: Pay with a debit card Use-Case Type:

 27

Use Case ID: OPS-BRC005

Business
Priority: Medium Requirements: 🗹

Primary Business Actor: Customer

Other participating actors: Bank and Online Payment System

Other interested stakeholders: None

Description: This use case enables the customer to pay using a debit
card.

Precondition: The user is logged in and chose the option “Pay Electricity
Bill”.

Trigger: This use case is initiated when the user chooses the option
“Pay with a debit card”.

Typical Course of Events: Actor Action System Response

Step 1: The user chooses “Pay Step 2: Asks for the

with a debit card”
Step 4: Bank sends confirms
the payment.
payment information
(card number and pin) to
pay for the bill.
Step 3: Request
confirmation from the
bank.

Alternate Courses: Alt-Step 4: If the bank replies to the system’s request that
the transaction was unsuccessful, the use case will go back
to step 2.

Conclusion: This use case concludes when the bank confirms the
payment.

Postcondition: The system will generate a receipt for the customer.

Business Rules: ● The personal information of the customer must not

be stored in the system.
● The confirmation of the payment must only come
from the bank.

Implementation Constraints If the bank notified the system that the transaction was
and Specifications: unsuccessful the system must immediately inform the
customer.

Assumptions: The electricity bill was paid.

Open Issues: None

Use Case Name: Generate receipt Use-Case Type:

Use Case ID: OPS-BROPS001 Business

Requirements: 🗹
Priority: High
 28

Primary Business Actor: Online Payment System

Other participating actors: None

Other interested stakeholders: Customer - interested because the receipt will be the proof
of their payment.

Description: This use case generates a receipt for the customer.

Precondition: The user is logged in and had a successful transaction.

Trigger: This use case is initiated when the mobile wallet or bank
confirms the payment of the customer.

Typical Course of Events: Actor Action System Response

Step 1: The system generates Step 2: Display the

the receipt that contains the date generated receipt.
and time, total amount paid, and
more necessary information.

Alternate Courses: None

Conclusion: This use case concludes when the system displays the
receipt.

Postcondition: The system can update its records.

Business Rules: The generated receipt must be complete in terms of

necessary information.

Implementation Constraints
and Specifications: The generated receipt must be displayed in an organized
manner where anyone can understand.

Assumptions: The system can update its records and the customer can
view their receipt.

Open Issues: None

Use Case Name: Update Records (after Use-Case Type:

transaction)
Business
Use Case ID: OPS-BROPS002 Requirements: 🗹
Priority: High

Primary Business Actor: Online Payment System

Other participating actors: Payment System Database

Other interested stakeholders: Customer - interested because it’s their records that will be
updated.

Description: This use case updates the records of the database.

Precondition: The system generated a receipt for the customer.

 29

Trigger: This use case is initiated when the receipt is displayed.

Typical Course of Events: Actor Action System Response

Step 1: The system stores the Step 2: Update the

transaction information to its current status and current
database. balance of the customer.

Alternate Courses: None

Conclusion: This use case concludes when the system updates the
current status and balance of the customer.

Postcondition: The system updated its database.

Business Rules: The information stored in the database must be the exact
information presented and displayed in the receipt
generated.

Implementation Constraints The system must update its records in realtime. When the
and Specifications: user checks their current status it must be paid.

Assumptions: The customer can view their updated status and balance.

Open Issues: None

Use Case Name: Raise a concern Use-Case Type:

Use Case ID: OPS – BRC006 Business

Requirements: 🗹
Priority: High

Primary Business Actor: Customer

Other participating actors: Technical support employee

Other interested stakeholders: Management - to understand the concern of the customer

and to further improve the services that the company
provides

Description: This use case enables the user to report a concern.

Precondition: The user must be logged in to their account.

Trigger: The use case is initiated when the user encounters a

problem in the system.

Typical Course of Events: Actor Action System Response

Step 1: The customer creates a Step 2: The customer is

message stating the issues shown that the concern
encountered. have been submitted.
Step 3: The technical support
receive the concern of the
 30

customer.

Alternate Courses: None

Conclusion: This use case concludes when the message of the customer
is received by the technical support employee.

Postcondition: The technical support would file a report.

Business Rules: The concern of the customer must be answered swiftly.

Implementation Constraints
and Specifications: The system should prompt the user after submitting to
provide feedback to the user that the concern is raised.

Assumptions: The customer encountered a technical issue in the system.

Open Issues: None

Use Case Name: File report Use-Case Type:

Use Case ID: OPS – BRTSE001 Business

Requirements: 🗹
Priority: High

Primary Business Actor: Technical support employee

Other participating actors: None

Other interested stakeholders: Management - to understand the concern of the customer

and to further improve the services that the company
provides

Description: This use case creates a report for the system problem
encountered.

Precondition: The customer must raise a concern.

Trigger: This use case is initiated when the customer have sent the
message with regards to the concern.

Typical Course of Events: Actor Action System Response

Step 1: The technical support

employee creates a report
talking about the problem
encountered by the customer.

Alternate Courses: Alt-Step 1: If the concern is not a system problem, then the
technical support would notify the user process to fix the
issue in the user part end.

Conclusion: This use case is concluded when the report has been
submitted by the technical support.
 31

Postcondition: The technical support assigns a reference number to the

case.

Business Rules: ● The report must not contain any information about
the customer that have encountered the problem
only detailed on how the concerned happened
● Only if necessary to store the information of the
customer will it be stored

Implementation Constraints
and Specifications: The technical employee must have a detailed report of the
issue and steps on how to replicate it.

Assumptions: The concern is raised within the operating hours.

Open Issues: None

Use Case Name: Assign reference number Use-Case Type:

Use Case ID: OPS – BRTSE002 Business

Requirements: 🗹
Priority: Medium

Primary Business Actor: Technical support employee

Other participating actors: Customer

Other interested stakeholders: Management - to understand the concern of the customer

and to further improve the services that the company
provides

Description: This use case assigns a reference number to the case of the
customer.

Precondition: The technical support employee created the report.

Trigger: This use case is initiated when the report of the system issue
is created.

Typical Course of Events: Actor Action System Response

Step 1: The technical support

would create a reference
number for the case.
Step 2: An email is then sent to
the customer. The email
contains the reference number
and the summary of the report.

Alternate Courses: None

Conclusion: This use case concludes when the customer receives the
email with the reference number.

Postcondition: The system updates its database

 32

Business Rules: The reference number must have a distinct set of numbers
that can be identified if it is for what department is the
reference number for.

Implementation Constraints
and Specifications: The case must have a unique reference number binded to
the issue.

Assumptions: The concern raised by the customer is an issue in the

system.

Open Issues: None

Use Case Name: Update records (concern) Use-Case Type:

Use Case ID: OPS – BRCSD001 Business

Requirements: 🗹
Priority: High

Primary Business Actor: Customer Service Database

Other participating actors: Technical support employee

Other interested stakeholders: Management - to understand the concern of the customer

and to further improve the services that the company
provides

Description: This use case updates the record of the database

Precondition: The technical support must have created a reference number

for the case.

Trigger: This use case is initiated when the email is sent to the
customer.

Typical Course of Events: Actor Action System Response

Step 1: The technical support Step 2: The system

would then submit the report of would update the
the case. database.

Alternate Courses: None

Conclusion: This use case conclude when the system update the
database and contains the report of the case

Postcondition: None

Business Rules: ● The information that will be stored in the database

should be exact and should have a back up if it was
corrupted
● The stored data should also can be deleted at
anypoint if the concern is fix
 33

Implementation Constraints
and Specifications: The system must update its records to contain the field
report.

Assumptions: The concern raised by the customer is a issue in the system

Open Issues: None

Use Case Name: Change language/dialect Use-Case Type:

Use Case ID: OPS-BRC007 Business

Requirements: 🗹
Priority: High

Primary Business Actor: Customer

Other participating actors: ● Technical Support Employee

● Payment System Database

Other interested stakeholders: None

Description: This use case describes the event a user changes the default
language of the online payment system to his preferred
language or dialect.

Precondition: The user must login to his account.

Trigger: This use case is initiated when the user wants to change the
language of the payment system.

Typical Course of Events: Actor Action System Response

Step 1: Starts off when the user Step 3: The system

successfully logged in their
account.
Step 2: The user chooses to
change the language of the
system.
responds by changing the
language/dialect of the
system.

Alternate Courses: None

Conclusion: This use case concludes when the user successfully changed
the language of the payment system.

Postcondition: The contents/texts of the online payment system must be in

the selected language/dialect.

Business Rules: ● The default language of the online payment system

must be English.
● Other available languages/dialects should include
Filipino/Tagalog, Bisaya, and Kamayo.

Implementation Constraints
and Specifications: The system should immediately change the language/dialect
of the payment system based on the choice of the user.
 34

Assumptions: The user finds it easier to understand and use the online
payment system after he has switched to his preferred
language or dialect.

Open Issues: None

Use Case Name: Search words Use-Case Type:

Use Case ID: OPS-BRC008 Business

Requirements: 🗹
Priority: Medium

Primary Business Actor: Customer

Other participating actors: None

Other interested stakeholders: Technical Support Employee - interested in the statistics of

most searched words in order to make improvements in the
online payment system’s user interface (UI).

Description: This use case describes the event a customer searches words
that refer to some functions, contents, and/or texts in the
online payment system.

Precondition: The user has logged in his account.

Trigger: This use case is initiated when a user clicks the text field
and/or magnifying glass symbol designated for searching
words.

Typical Course of Events: Actor Action System Response

Step 1: The user clicks the text Step 3: The system

field and/or magnifying glass
symbol.
Step 2: The user searches words
that refer to some functions,
contents, and/or texts of the
system.
Step 5: The user clicks on one
of the results of the search.
analyzes the words
and/or phrases entered by
the user.
Step 4: The system
shows results (functions,
contents/texts) based on
related words/phrases or
keywords searched by
the user.
Step 6: The user is
redirected to the page
based on the result of the
search he selected.

Alternate Courses: Alt-Step 4: When there are no related words or keywords

of the user’s search, the system should notify the user: ‘No
results found for (user’s search)’.

Conclusion: This use case concludes when the user is redirected to the
page of the result he selected after the search.

Postcondition: ● The system must show multiple results for the

search
● The system must redirect the user to the page of the
 35

result the user selected after the search

Business Rules: ● The system must only show results that relate to
functions, contents, and/or texts in the system.
● The system must not show results of the search that
are outside the online payment system.

Implementation Constraints The system should keep track of most searched words or
and Specifications: phrases for future improvements in the user interface (UI).

Assumptions: The user found his expected result/s for the search and is
redirected to another page relating to the result he selected.

Open Issues: There are no result/s for the user’s search.

Use Case Name: Retrieve bill Use-Case Type:

Use Case ID: OPS-BROPSD003 Business

Requirements: 🗹
Priority: High

Primary Business Actor: Online Payment System

Other participating actors: Payment System Database

Other interested stakeholders:
● Meter reader - reads the electric meter of the
customers and bills them, then forwards these
information to the appropriate personnel who inputs
the billing of registered users of the online payment
system in the database.
● Management - interested in the electricity usage
information and billing information of the customer.

Description: This use case describes the event that the online payment
system retrieves the billing information of the payment
system database.

Precondition: Customer’s electric meter has been read and has been
inputted in the payment system database.

Trigger: This use case is initiated when the customer billing

information is inputted in the payment system database.

Typical Course of Events: Actor Action System Response

Step 1: Retrieves the bills of the

customers from the payment
system database.

Alternate Courses: None

Conclusion: This use case concludes when the online payment system
pulls out the bill of the customers from the payment system
database.
 36

Postcondition: The system can notify the customers that their bill is ready.

Business Rules: ● The billing information of the customer must be

accurate and the same with what they received
during the meter reading.

Implementation Constraints
and Specifications: The payment system database should also keep track of the
all-time and monthly electricity usage information and
payment history of customers.

Assumptions: The customer can be notified that they can already pay their
electricity bill.

Open Issues: A different billing information has been inputted in the

customer’s account.

Use Case Name: Remind Customer Use-Case Type:

Use Case ID: OPS-BROPS004 Business

Requirements: 🗹
Priority: High

Primary Business Actor: Online Payment System

Other participating actors: Payment System Database

Other interested stakeholders: Customers - interested because they will be the one who
will be reminded.

Description: This use case describes the event of the payment system
database when reminding the customers of their bill and due
date.

Precondition: The electricity bill has been pulled out from the payment
system database.

Trigger: This use case is initiated when the payment system database
retrieves the electricity bill of the customers.

Typical Course of Events: Actor Action System Response

Step 1: Retrieves all the emails Step 2: Sends reminder

and/or cellphone numbers of the to all customers via email
customers. and text.

Alternate Courses: Alt-Step 3 : If the electricity bill has not been provided, the
system will cross check its database regarding customer’s
electricity consumption.

Conclusion: This use case concludes when the payment system database
reminds the customer of their bill and due date upon
receiving and storing the electricity consumption.

Postcondition: The customer was reminded to pay their electricity bill.

 37

Business Rules: ● If the customer paid their bill prior to the reminder
of the system, the system will not send them the
reminder again.
● The preferred method (email or SMS) of the
customer will be followed, e.g. if the preferred
method of customer A is email the reminder will
only be sent to their email.

Implementation Constraints
and Specifications: When the system database pulls out the bill, it should
immediately remind the customer of their bill and due date.

Assumptions: The customer received their bill and has been reminded of
their due date.

Open Issues: Electric meter is inaccurate.

Proposed System Flowchart (with narrative discussion)

The proposed process still starts off when the meter reader reads the meter of the

customer and bills the customer. The customer receives the bill and goes to SURSECO’s Online

Payment System and login to their registered account, once they enter their correct account

number and password they will be redirected to the homepage where they can pay their

electricity bill. If the customer will pay their electricity bill, the system will display the current

status and balance of the customer. The customer pays for their bill and when the system

confirms the payment of the customer it will generate a receipt that will be received by the

customer which will be the proof of their payment.

 38

Data Flow Diagram (with narrative discussion)

Context Diagram (Level 0)

Data Flow Diagram (Level 1)

 39

In these diagrams, it shows the flow of the data that is from the users and to the users. It

starts off with the login which was also shown in the use-case diagram where the users (customer

or technical support employee) will input their username and password then will be given access

by the system. The customer specifically can pay their electricity bills or raise a concern. When

they will be paying their electricity bills they have to choose a payment method and input their

payment details, then the system requests for a payment confirmation to the bank or the mobile

wallet, when they reply that the payment is confirmed the system will generate a receipt that will

be sent to the customer. For raising a concern, the customer will input their concern which the

system will receive and will be visible to the technical support employee, the technical support

employee will then file a report and assign a reference number to that specific case and the

system updates the customer service database. The users can also search words by inputting the

word/s they want to find and the system will return the highlighted words that were specified by

the user. They can also change the language or dialect of the system by selecting it and the

system will update itself by changing the language/dialect specified by the user.

System/User Interface

Output Documents

● Receipt
 40

The system will display the receipt on the screen of the customer and the customer can

pick if they want to print the receipt or send it to their own email.

Input Documents

When the customer’s input their concerns above, it will be displayed as a data entry form

in the perspective of the technical support employee, as shown below.

 41

Internal Outputs

Detailed Reports

In this detailed report, the basic information of the customers are shown, like their name,

address, meter number, ways to contact them like their contact number and email and their

status, whether they have complete payment or not. The user of this report can be the technical

support employee or the customer service department if they want to contact the customer they

can get their information here or if there has been a mix up in the information of the customer, in
 42

this report they can see the correct information of the customers as well as the status of their

electricity bill.

In this second detailed report, this shows the transaction history of a specific customer so

the month/s that they haven't paid will be displayed if there are any. The user of this detailed

report can be the technical support employee to check the details of the transaction if the

customers has concerns about their transaction.

 43

Summary Reports
44
 45

In the summary reports above, the number of paid and not paid customers are displayed

per barangay and per month. The user of these summary reports are managers who wants a

straight-forward report that only presents the necessary data.

Exception Reports
46
 47

The exception reports above are also detailed report above about the customer’s basic

information but in this exception report it was divided into two, first is the customers who have

completed paying their electricity bills and second is for the customers who haven’t paid their

bills yet. The user of these exception reports is the system, when the bill is overdue the system

sends a reminder to the customer that they still haven’t paid their bill, the system can use the

table where the customers who still haven’t paid yet is displayed.

External Output
 48

This receipt is for the customer which will serve as their proof of payment wherein the

receipt number and date of transaction will be stored in the system. When the time comes that

their payment was questioned, by presenting this receipt it will all be cleared out. The customer

can save this as a soft copy or print it so they can have a hard copy of the receipt.

Graphs
 49

The graphs above are graphs of the summary reports, this is to explain and visualize the

data that cannot easily be seen in tables. In these graphs we can see where in the area and when

are people struggling with paying their electricity bills. The first graph is for the month of

January, the number of customers who paid and not paid in their barangay.

System Evaluation

The criteria for the system evaluation will be based on the specific objectives specified earlier in this

paper, the objectives are as follows:

1. To offer an additional option in SURSECO-I’s payment methods.

2. To lessen the waiting time when paying bills in various SURSECO-I branches.

3. To cater the preferred payment options by the customers.

Criteria

1. Payment methods offered

- The customers have a choice where to pay their electricity bills.

2. Waiting time in various SURSECO-I branches

- The customers who choose they prefer paying in payment/bayad centers will be the

percentage of customers who will still pay in branches.

3. Preferred payment option by the customers

 50

- The customers were asked if they prefer paying online or in payment/bayad centers.

- The percentage of the customers who chose paying online.

Scale: 1-5, 1 being the lowest and 5 being the highest.

Rating Scale Number

Criteria 1 2 3 4 5

Payment Only 1 Only 1 2 payment 2 payment Multiple

methods payment payment methods and methods and payment
offered method and method and time- not time- methods
time- not time- consuming consuming and not
consuming consuming processes processes time-
process process consuming
processes

Waiting time Above 40 31-40 21-30 minutes 11-20 0-10

in various minutes minutes minutes minutes
SURSECO-I
branches

Preferred 0%-20% 21%-40% 41%-60% 61%-80% 81%-100%

payment
option by the
customers

Alternatives Payment methods Waiting time in Preferred payment

offered various SURSECO-I option by the
branches customers

Current System
Only 1 payment 40 minutes 25%
method and time-
consuming process

Online Payment 2 payment methods

System and not time- 10 minutes 75%
consuming processes

The current system and the proposed online system will be compared to see that the

current system doesn’t meet the objectives and the proposed system meets this. The values above

will be explained per criteria. For the payment methods offered, in the current system they only

have one payment method, which is to go to the nearest SURSECO branch and pay for their
 51

electricity bill which holds a waiting time of 40 minutes so it is time-consuming. For the

proposed process, the online payment system was added to the payment methods so the

customers have 2 options now and both of the options are not time-consuming. For the second

criteria, in the current system, the waiting time of a customer is 40 minutes and for the proposed

system, when the customer doesn’t want to use the online payment system they can go to the

nearest SURSECO branch and only wait for 10 minutes. We computed this by getting the

number of customers who preferred paying online than going out and dividing this by the total

number of customers who answered our survey. After, we multiplied this to the current waiting

time of the customers which is 40 minutes. Using that, the 40 minutes was reduced to 10 minutes

when the customers has another option which is the online payment system. For the last criteria,

this was based on the survey that the customers answered, 75 percent of the customers preferred

paying online so the remaining percentage will be the value of the current process.

Alternatives

Choice 1 Choice 2

Criteria Criteria Score Weighted Score Weighted

Weighting Score Score

Payment methods offered 0.35 1 0.35 4 1.4

Waiting time in various 0.35 2 0.70 5 1.75

SURSECO-I branches

Preferred payment option by 0.30 2 0.60 4 1.2

the customers

TOTAL 1.65 4.35

As can be seen there is a big gap between the total score of the current system and

proposed system. This proves that the proposed system meets the specified objectives earlier in

this paper and the current process is unqualified of these objectives.

Current Flow Process Chart

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Proposed Flow Process Chart

In the flowcharts of the current and proposed process, the number of steps stayed the

same, in these flow process charts we can we the VS ratio of each process.In the current process,

the efficiency ratio is only 18.644% while in the proposed process it hit a perfect percentage

because all of the steps adds value to the process. When we also look at the time and distance

column, in the current process the customer has to travel and it has a total time of 59 minutes,

this doesn’t include the travel time going home. And for the proposed process, the customer

didn’t travel and the total time is only 12 minutes.

VI. Conclusion
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Based on the data we acquired from surveys, one of the prominent problems of

SURSECO – I that concerns their customers is the long waiting time in SURSECO branches

during due dates. In the flow process chart of SURSECO’s current process, it can be seen that

the transport from a customer’s house to the branch (Transport) and the waiting time (Delay)

pulls down the efficiency of SURSECO’s process.

Going back to the objectives specified in this paper, the purpose of this process

improvement and the online payment system is to resolve the problem, long waiting time in

SURSECO branches during due dates, specifically by [1] o ffering an additional option in

SURSECO-I’s payment methods. [2] Lessen the waiting time when paying bills in various

SURSECO-I branches. [3] Lastly, to cater the preferred payment options by the customers. These

objectives were reached by the proposed process that will be beneficial to SURSECO, their

reputation and most importantly their customers.

Considering our current situation with the pandemic, businesses are also affected like us,

humans adapt to the changes that happen to their environment, so does a business. In times

where we are limited physically, innovating and adapting is the answer. For SURSECO – I to

adapt to this new normal, the usage of the proposed process with the online payment system they

can fulfill their customers requests, lessen the workload of employees, and to keep their

customers safe by keeping them in their own houses.

VII. References

● Surigao del Sur I Electric Cooperative, Inc.. (n.d.). Corporate Profile. Retrieved

from http://surseco1.ph/corporate-profile.aspx.

Appendix
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Transcript of Interview and Surveys

Interview #1

Interviewer: Good day, as part of our requirement for our IT and business process

management. We have a project on business process improvement of SURCECO-I and

we would like to hear from the side of the consumers. Our respondent today are the

Basañez family of Bislig city, Surigao Del Sur. Please introduce yourself.

Mrs. Basañez: Good day, Ako po si Mrs. Christie Basañez. Isang government employee.

Mr. Basañez: Ako naman si Noel Basañez Tiodianco isang retiradong empleyado ng

SURCECO.

Interviewer: Thank you. We have one question. With your current electricity provider,

SURCECO-I, What are the problems that you encounter with the service that they

provide

Mrs. Basañez: Ako muna kasi na experience ko siya sa office yung low voltage.

Mahirap din talaga pag low voltage, specially sa area namin na isang commercial district

sa bandang espirito street. So kaylang gawan ng paraan niyan ng SURCECO at kawawa

naman ang aming computers at mga air conditioners pag palaging ganyan

Mr. Basañez: So saakin naman sa experience ko. Tuwing nag babayad kami ng,

sangayon nagbabayad ng sa SURCECO during due dates kulang talaga yung tellers.

Kulang ang. Maraming nagbabayad, ang tagal kami nag hihintay aabutin kami ng isang

oras, so kulang talaga. Tapos ever month nang yayari. During due date lang

Mrs. Basañez: Sa brown out naman. Di naman siya gano problema kasi naaddress

naman nila. Wala kaming reklamo about sa maintenance nila

Interviewer: Is that all ?

Mrs. Basañez: Yun lang ang masasabi ko

Interviewer: Thank you for your time Mr. and Mrs. Basañez

Survey #1
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Name: Jian Mil Castillo

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- unannounced power outage

- Sudden increase of billing

- Time consuming when paying the bill

What improvements would you ideally suggest to SURSECO - I?

- Announce the scheduling of power outage

- Be exact with regards to the time of resumption of power supply

- Have other modes of payment which are hassle free

Survey # 2

Name: Mika Fernanndez

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- Unannounced brownouts

- Fluctuations

- Mahaba ang pila

What improvements would you ideally suggest to SURSECO - I?

- Schedule brownouts or inform customers through text messages.

Survey # 3

Name: Isabella Lemuelle E. Oculares

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- Long, time-consuming queues

- scheduled brownouts
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What improvements would you ideally suggest to SURSECO - I?

- More tellers to hasten services

- Inform people ahead time on the possible occurrence of brownouts

Survey # 4

Name: Alex Saplad

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- When paying electricity bills, the long lines take so much time not to mention the

health risks that come with it during this current crisis, Apart from that,

brownouts should be scheduled and well-announced to the public

What improvements would you ideally suggest to SURSECO - I?

- I suggest that cashless transactions should be implemented and normalized. I also

recommend that brownout schedules and important announcements be on

facebook so that the public may be updated at all times.

Survey # 5

Name: Keara JXIV Lapeciros

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- The long lines when paying bills are really time-consuming.

What improvements would you ideally suggest to SURSECO - I?

- I suggest that they amplify the normalization of cashless transactions such as via

Gcash

Survey # 6

Name: Leeland Dacuycuy

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With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- No advance notice for power interruption

- Dugay magpilapila ung mag bayad (the long lines take up much of my time when

paying bills)

What improvements would you ideally suggest to SURSECO - I?

- Online payment

Survey # 7

Name: Lita Camposano

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- dugayan ko mag pila-pila pag magbayad sa electric bill samot na ron kay

pandemic

- kulang sa announcement pag magschedule og brownout

What improvements would you ideally suggest to SURSECO - I?

- magtukod tana sila payment centers

- mag-abiso kung naay brownout

Survey # 8

Name: Janine G. Judilla

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- Unscheduled power interruptions

- Long waiting lines when paying

What improvements would you ideally suggest to SURSECO - I?

- Online payment thru gcash, paymaya

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Survey # 9

Name: Alyssa Joanna A. Peligro

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- Sudden brownouts

- Long waiting time

What improvements would you ideally suggest to SURSECO - I?

- Online payment

Survey # 10

Name: Vince A. Veracion

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- Sudden brownout without giving advisory

- Time consuming when paying electricity bill

What improvements would you ideally suggest to SURSECO - I?

- Keep up the good work

- Set up some online payment(gcash, paymaya, etc)

Survey # 11

Name: Denise Rose Pascua

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- Long waiting time

What improvements would you ideally suggest to SURSECO - I?

- None
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Survey # 12

Name: Genevieve Froilan

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- Mu cut off ra na walay notice tsk hays (no notice when cutting the line of

electricity - when payment is overdue)

What improvements would you ideally suggest to SURSECO - I?

- Mag notice na silag mangputol

Survey # 13

Name: Kenn Ciano

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- Unannounced power interruptions

- Number system when paying bills takes time

What improvements would you ideally suggest to SURSECO - I?

- Online payment to avoid customer traffic during payment period

Survey # 14

Name: Hedzelle Sucuano

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- Sudden power outage without prior notice

- Dugay na pagpila pag magbayad especially due dates nya especially kay covid

What improvements would you ideally suggest to SURSECO - I?

- Setup other payment options such as gcash, paypal, etc.

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Survey # 15

Name: Celeste Fate Advincula

With your current electricity provider, SURSECO - I, what are the problems you

encounter with the service they provide?

- Paying bills can be hassle & time consuming

- Sudden power interruptions

What improvements would you ideally suggest to SURSECO - I?

- Online payment

- consistent advisory to the public

Paying bills through Payment Centers or Online Survey

Survey #1

Name: Christie D. Basañez

How would you like to pay your electricity bills?

A.) payment/bayad centers

B.) online payment/transaction

Answer: online payment/transaction

Survey #2

Name: Jian Mil Castillo

How would you like to pay your electricity bills?

A.) payment/bayad centers

B.) online payment/transaction

Answer: A

Survey #3
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Name: Denise Pascua

How would you like to pay your electricity bills?

A.) payment/bayad centers

B.) online payment/transaction

Answer: B

Survey #4

Name: AJ Peligro

How would you like to pay your electricity bills?

A.) payment/bayad centers

B.) online payment/transaction

Answer: B

Survey #5

Name: Christopher Potenciando

How would you like to pay your electricity bills?

A.) payment/bayad centers

B.) online payment/transaction

Answer: A. payment/bayad centers

Survey #6

Name: Julius Dacuycuy

How would you like to pay your electricity bills?

A.) payment/bayad centers

B.) online payment/transaction

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Answer: B

Survey #7

Name: Lita Camposano

How would you like to pay your electricity bills?

A.) payment/bayad centers

B.) online payment/transaction

Answer: B

Survey #8

Name: Alzona Barreda

How would you like to pay your electricity bills?

A.) payment/bayad centers

B.) online payment/transaction

Answer: B

Decision Analysis

Choices

1. Partnership with more payment centers

- To lessen the consumers that pay on branches of SURSECO-I, partner up with payment

centers like cebuana lhuillier, western union, bayad center, 7 eleven, and many more.

Consumers who are nearer to payment centers than the branch of SURSECO-I will rather

pay in payment centers which will lessen the consumers who pay in the branch thus

speeding up the payment process.

2. Online Payment System

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- Buy or create their own system (if the company can) that can facilitate an online payment

system which makes use of credit cards, debit cards, and online wallets. With this, the

consumer can pay their bills at home using the payment system provided by the

company.

Criteria

1. Project Cost

- The cost of the improvement.

2. Probability in Achieving Objectives

- The percentage of achieving the objectives after implementing the improvements.

3. Availability of Required Resources

- The availability of the resources to accomplish the improvement.

4. Number of Employees needed to implement this

- The number of manpower needed to achieve the improvement.

5. Time that the company will spend for this

- The time needed to implement the improvement.

Scale: 1-5, 1 being the lowest and 5 being the highest.

Alternatives Project Probability in Availability of Number of Time that the

Cost Achieving Required Employees company will
Objectives Resources needed to spend for this
implement this

Choice 1 15,000 62.5% Available 2 1 month

Choice 2 90,000 87.5% Available 3 2 months

Rating Scale Number

Criteria 1 2 3 4 5

Project Cost 200,000- 150,000-199,000 100,000-149,000 50,000- Below

50,000
250,000 99,000
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Probability 0%-20% 21%-40% 41%-60% 61%-80% 81%-100%

in Achieving
Objectives

Availability Not Partial Available but not Available Readily

of Required Available Availability in demand Available
Resources

Number of 8-9 6-7 4-5 2-3 0-1

Employees
needed to
implement
this

Time that More 5-6 months 3-4 months 1-2 Less than 1
the company than 6 months month
will spend months
for this

Alternatives

Choice 1 Choice 2

Criteria Criteria Score Weighted Score Weighted

Weighting Score Score

Project Cost 0.20 5 1.0 4 0.8

Probability in Achieving 0.30 4 1.2 5 1.5

Objectives

Availability of Required 0.20 4 0.8 4 0.8

Resources

Number of Employees needed 0.10 4 0.4 4 0.4

to implement this

Time that the company will 0.20 4 0.8 4 0.8

spend for this

TOTAL Choice 1 – 4.2 Choice 2 – 4.3

As presented in the tables above, we conducted a decision analysis based on the

improvements that we proposed, [1] partner up with more payment centers and [2] create an

online payment system. After the analysis, the total weighted score of both options are close to

each other, with a 0.1 difference, the highest option, option 2 will be utilized in our improved

process.