Digitalization of Citizen Services & Database

Management System Development at Pirganj

Municipality, Rangpur.
TABLE OF CONTENT
1. Background
2. Project Objective
3. Focus and Objectives
4. Problem Statement
5. Further development scope/area
6. Proposed e-Service
7. Application Functional Requirements
8. Scope of Work
9. User flow diagram
10. App Functions and Features
11. Users and User Roles
12. Security and Privacy Formation
13. Application Compliance Requirements
14. UI/UX.
15. Coding Conventions
16. Testing
17. Duration of the Project
18. Documentation
19. Project Management
20. Quality Attributes and Assurance
21. Language Support
22. Integration Requirements
23. Service Deliverables
24. System Audit
25. Training Plan
26. Copyright
27. Maintenance and Support Service
28. Payment Method
29. Conclusion
Background:
Building on the launch pad created by Digital Bangladesh, Smart Bangladesh is the next major step. Smart
Bangladesh is about being inclusive, about the people, the citizens of Bangladesh. Built on the 4 pillars of
Smart Citizens, Smart Government, Smart Economy and Smart Society, it is about bridging the digital divide
by innovating and scaling sustainable digital solutions that all citizens, regardless of their socio-economic
background, all businesses, regardless of their size, can benefit from. After ensuring smart services &
operations at national level, now it's time to extend the facilities up to the regional level. Under the
guidance of present Mayor ASM Tajimul Islam Shamim, Pirganj Municipalities, Rangpur has been
making remarkable advancement in citizen services. Introduction of digitalized operations &
services can make the process more efficient, transparent & services available at doorstep of every
citizen.
The Smart Citizen goal will be to empower citizens of Bangladesh with a digital first mindset
driving campaigns and implementing widespread digital literacy programmes. These citizens will
use digital technologies, such as mobile and internet, to access information.
Project Objective:
• Transfer all services related to citizen to digital platform
• Enable citizen to avail all possible services of Municipality online
• Convert all manual process like payment, approval, fee assign etc. automatic/digital & reduce
workload for both service provider & citizen
• Create a smart process flow of citizen services where status is always obtainable & analysis of
level of service is possible
• Develop efficient & user-friendly web & mobile application so that citizens can avail Municipality
services anytime & every time
Focus and Objectives:
The existing system need to be improved a lot in order to accommodate all the requirements and
features so that it could be widely used across ICT division and also at other ministries. Already
some of the requirements have been suggested by ICT division and other departments. In high level
the following features/requirements need to be developed for the system:
It is expected that the assigned firm will:
• Analyze each & every services of Municipality & understand the complete process flow
• Re arrange the process flow to simpler if law related to specific service permits & agreed
by official from Municipality
• Design the solution architecture of web & mobile app in a manner for better performance,
flexibility, scalability and extendibility of the system.
• Design Application programming interface for providing data to any third party
• Ensure access control, application-level security.
• Design and develop Role-wise credential system incorporation for better user role
management. Mobile number/Birth Certificate number/NID number will be the primary key
as login credential
• System shall provide the ability to encrypt user IDs and passwords and impose minimum
password lengths along with ability to reset passwords following a standard password
strategy. User log management shall be recorded
• The system will have an e-communication module, which will be used for sending email
and SMS the categorized users and relevant reports of e-communication should be
produced
• There will be a Dashboard presenting dynamic data in reports in tabular and graphic
presentations.
• Develop a native android & IOS application with features as required
• There should be provision to integrate payment gateway integration in the system
• Should be cross browser compatible, responsive and graphically attractive.
• System must support Bengali UNICODE enable font so that Bengali content can be
viewed properly from any machine, which support Unicode. The proposed system must
facilitate for showing the content both in English and Bengali Language
• Vendor Company will ensure system to be tested at module integration and load level. All
necessary security test at application-level architecture needs to be followed and
conducted by the vendor.
Problem Statement:
Most of the activities and problems related to the life-cycle of Citizen Services & Database
Management System form submission are duly illustrated under the section ‘Background

Information’ above. Till to date the Citizen Services & Database Management System is
completely paper based and all the activities are office dependent. Such as for the signatures and the
counter-signatures, the application is literally moved among several offices. Also an applicant needs
to track that application manually. Moreover, for the signatures and the counter-signatures, the
officers must be present at the office physically.
Apart from these, there are some other problems. Such as –
 Reasons for cutting, tampering, missing, not found, not submitted due to manual method
 As all the applications are paper-based, it is very difficult to keep track
 It consumes lots of time to take the signatures/counter-signatures of the officers
 Due to promotion or transfer of officers, it is difficult for all officers or employees to take
Citizen Services.
 Sometimes it takes unnecessary long time to reach the applications to the CR branch.
 The current manual system does not support urgent applications, as it takes long time to process
 Updating the information of the applicant takes longer times than expected
 Physical data storage problem.
 Privacy cannot be protected.
 And many more.

Further development scope/area:

1. Personal profile redesign for every user.
2. The Signature system should be integrated in the system.
3. Secretary and Mayor Signatures need to be generated in Citizen Services form after verification and
approval.
4. Mandatory field’s validation should be provided in the system.
5. Language selection option should be present in the system
6. In user information form modification for grade/non grade officers or others.
7. Job status category option need to be there in the system.
8. Automatically loading option at appraisal form for various user information.
9. New field add in personal information form
10. Search functionality will be integrated in the RO and Mayor users’ page.
11. Super admin will have the authority to control the users edit permission
12. SMS and Email Gateway integration for notification. SMS quantity (1 million)
13. In every action system notification, SMS and email will be generated to every user.
14. Multiple reporting systems.
15. Role functionality will be developed appropriately.
16. Special Role access system will be designed for Citizen Service applicant
17. Time limitation checkup will be introduced for the Citizen Services approval form.
 18. User password reset functionality will be modified.
19. Admin will generate reminder SMS/Email to employees for any perspective
20. For 1st to 9th grade officers list will be separated from 10th to lower grade.
21. RO and Secretary will be able to add signature date both manually and automatically after admin
access.
22. Admin will have permission to all Citizen Services applicants’ status.
23. Dropdown functionality need to be added in the system.
24. Employees will select a single person as RO and Secretary officer.
25. All user data input.
26. System on/off facilities.
27. User tracking log system.
28. User access/non-access functionality will be added to this system.

Proposed e-Service:
4.1 e-Service Objectives
a. Service Recipient
 Reduce Time
 Ensure transparency
 Inform status of the submitted Citizen Services.
 Received Citizen Services Approval Report without any hassle (ie, promotion or transfer of officers).
 Notification of Citizen Services details etc.

b. e-Service Provider
 To know the application list from his dashboard.
 Easy approval system (click and submit)
 Evaluate as RO from anywhere.
 Back forward for any correction.
 Online evaluation process from anywhere for promotion/transfer.
 Citizen Services evaluate securely.
 Notification of Citizen Services details etc.

c. e-Service Observer (monitoring authorities)

 Can monitor Citizen Service’s position/Status.
 Get submitters and not-submitters list report.
 Inform to Applicant through SMS and Email for Citizen Services submit.
 A large employee database and Citizen Services report.
 Print and keep hard cope in persona file.

Application Functional Requirements:

Solution Architecture
Solution architecture is expected to define and describe architecture of the proposed e-Service
Solution considering the context of the prevailing service delivery process i.e. OMS stated in detail
in concerned section. The solution architecture should assist translate the present service into e-
Service. It should fulfill the requirement of transformation and accommodates high-level operations
and/or ICT application specifications and have a scope of portfolio of implementation. The
expected architecture of e- solution should offer a coherent set of functionalities to its environment.
It should contain the properties of a solution that are necessary and sufficient to meet its essential
requirements.
The Vendor shall propose comprehensive solution architecture on OMS Management System which
may cover the following items in their descriptive and diagrammatic presentation
 Goals/Results
 Service Recipients
  e-Service Operators/User (Service providers/dealers)
 e-Service Observers (Service administration and performance monitor)
 Database application components:
 Entity application component:
 Utility component
 System federation (Systems to be integrated)
 Process application component
 Interaction application component
 Application
 Cross Platform Mobile Apps
 Accessible Points
 Networks
 Types or Layers of Service Delivery Points
 Hosting Site

Admin Flow Diagram:

Scope of Work:
The main assignment is to develop a central solution for all the department of Pirganj Municipalities so
that every citizen can avail every service through online.
Sl. No. Feature Title E-Feature Description
 Secretariat 1. Employee Recruitment
1. Department
2. Dispute Resolution
3. Divorce
4. Providing Financial Help
5. Donation/ Scholarship
6. Citizenship Certificate
7. Inheritance Certificate
8. Miscellaneous Certifications
9. Municipality Premise Hire
10. Leasing
11. HR & Admin Management
12. Meeting Management
13. Event Management

2. Cleaning & Conservancy 1. Cleaning Team Management

Department
2. Waste Management
3. Drain ways System
4. Mosquito Control

3. Engineering  Water Supply

Department
 Gas Connection
 Services
 Civil Engineering
 Construction
 Development Works
 Electric Section Services
 Vehicle/ Machinery Rent
 Contractor License Renew
 Listed Land use non-compliance exemption

4. Revenue  Contractor Enlistment

Department
 Trade License
 Trade License Renew
 Tax Collection
 Name Separation
  Holding Tax
 Holding Tax Review
 Holding Tax Re-Assessment
 Market Allocation
 Non-Government Educational
 Institution Registration

5. Health  Premises Registration

Department
 Prevention of Environment Pollution
 EPI
 Pet Animal License
 Pregnant Women Registration
 Medical Registration
 EPI Diseases Surveillance
 Birth Certificate

6. Account
Department  Invoice Create
 Debit Note
 Credit Note
 Asset Management
 Account Management
 Report Generation
User flow diagram: General Application
 Payment Gateway Integration with API

App Functions and Features

 Digitalization of Citizen Services & Database Management System name will be " Smart
Pirganj Municipality”.
 Applicant, RO and Secretary will get access of all the functionality through the app.
 App will have online functionality.
 User will be able to submit their application and getting all about process notification.
 User will be able to submit their application form both web and app system.
 RO & Secretary will evaluate with both system (web and app) and get app notification, SMS
and email all activities.
 App notification system for all applicant
 2 Category user create (Applicant and Evaluation Officer)
 All user lists will be dynamic.
 Online payment system integration included.
 There will be different statuses of actions.
 All appraisal requests will be verified by multi-level approval.
 Users can view and update their profiles.
 Users will be able to get their forget password functionality and update their password.
 Apps should be very user-friendly.
 Design of the app should be responsive.
 Should have a separate credential section. Credentials should be given to ICT Division.
 Should have a “Developed by” section stating the development organization’s name.
 Project Office/Responsible Office (ICT Division) has to provide the SMS service-related
API and Email server-related information.
 Project Office/Responsible Office (ICT Division) has to provide a server for hosting.
Users and User Roles
 App User:
Users who will be using this app.

 Pirganj Municipality: 5 Types of user

1. Super Admin (Who will create only department admin)
2. Department Admin/Reporting Officer
3. Evaluation Officer, RO and Secretary
4. Applicant
5. IT Officer/Verification Officer

 Roles:
1. All user get access as per their required roles
2. Super Admin/Department Admin can control by giving access to user role.

Security and Privacy Formation

The vendor should submit an extensive and complete security and privacy plan for this application
considering the following issues
 Project technical scope
 Functional and nonfunctional requirements and ultimate objectives
 Concerned service provider organization’s operational environments and capacity
 User roles - Accessibility, Authorization and Accountability
 Importance of data management
 Technologies to be used for development & run
 Hosting/Server rent will provide by Project Office
 Client and service side
 Overall standard application security requirements.

Apart from these, the vendor should keep in account the following considerations also as well as vendor
should provide a checklist based on system and hosting security plan (i.e. fraud, hacking, money
laundering etc.) & have to provide the test report of that checklist.
Non-Functional Requirements:
Application Compliance Requirements
Mobile Application Requirements

 The mobile application should have both Android and iOS version.
 App needs to support all screen sizes, both phone. These screens should be supported:
mdpi, xhdpi, xxhdpi, xxxhdpi, sw-800dpi
 App operations should be smooth.
 Should support from android 6 & onwards
 Default language will be Bangla and second language will be English.

Web Application

 The application which is a web based solution, has to be hosted in a centralized Web-
server
 All user will get access of all the functionality through the web application
 The application should be developed following Service Oriented Architecture (SOA)
 Application should support MVC framework.
  Considering the operating/client environment at different level of this application, it
should be developed in such a way so that it requires standard bandwidth to run.
 The web-based application should support cross-browser platforms (popular web-
browsers such Mozilla Firefox, Opera, Chrome, Safari etc.)
 Should have ability to seamless integration with future module/components/applications
 UI should be developed based on the analysis of UX.
 Any web interface of this application should be fully responsive,
 Responsive web application for all user

UI/UX.
The vendor must propose a UI/ UX plan containing UI designing method and tools, prototype or Mockup
design (if applicable), UI review method, process for study and analyze UX, collaboration of basic web and
mobile UX issues and expected result and outcome of UX, finalizing the UI/UX design. Apart from this, the
vendor should consider the following issues as requirement at the time of UI/UX plan.

 The system interfaces should be highly user friendly, easy to navigate and ensure fast
loading.
 The UI shall design by using well-established, supported and lightweight UI framework so
that it follows widely used industry flow patterns
 UI shall be easily configurable if any changes are needed
 Menu, content and navigation shall be based on the user entitlements, roles and permissions.

Coding Conventions
The vendor must follow the standard coding styles to produce high-quality code for further uses of the code
in terms of reusability, refactoring, task automation, language factors etc. The vendor should submit a
standard coding convention approach, which may include different conventions like commenting, indent
style, naming etc. following the best coding practices.

Testing

Software testing process is one of the most vital phases through which it will be expected
to evaluate each and every functionality of the proposed software application with an
intent to find whether the developed application's functional features meet the specified
requirements or not.

The vendor should prepare an extensive testing plan so that any functional failure can be
detected and corrected timely and properly. The scope of the software testing should
include the examination of code as well as the execution of the code in various
environments and conditions as well as examining the aspects of the code; does it do
what is required.

The vendor must propose a comprehensive testing plan in their technical proposal for this
e-Service application stating from development to deployment that is covered in the full
test life cycle. This testing plan should cover all the standard testing approaches
applicable for this e-Service solution which may include phase wise testing activities like
test scripting, test cases, testing tools, testi1g process, test log, result and report formats
i.e. expected test deliverables. The vendor should submit testing plan which may include
standard test approaches. Some are mentioned below as examples for reference.
 1. Unit Test
2. Installation testing
3. Compatibility testing
4. Regression testing
5. Stress Testing
6. Acceptance testing
7. Alpha testing
8. Beta testing
9. Functional vs. non-functional testing
10. Continuous testing
12. Destructive testing
13. Software performance testing
14. Usability testing
15. Accessibility testing
16. Security testing
17. Concurrent testing
18. System testing
19. Integration testing
20. Performance testing.

Duration of the Project

The selected vendor will need to work for the above-mentioned scope as per approved project management
schedule. The selected vendor must complete developing including post development support as per their
proposed development methodology within 12 Months excluding the maintenance and support service
period.
Duration of the project (Analysis, Design, Development, Testing, Training and Deployment, Maintenance &
Support) – 36 (thirty Six) Months

Documentation
Detail and proper documentation of such ICT based project like Smart Pirganj Municipality for
Government is very vital and essential for citizen. Documentation is required for any such project as
reference, knowledge transfer, analysis of development and implementation history, baseline information for
any modification or change, guidance etc. In this issue, Vender should show highest-level of professionalism
for delivering the standard documentation approach at each phase of e-Service development and
implementation project. Vendor should include an extensive documentation plan of this project in their
technical proposal, which may cover the followings:

 Documents titles phase or activity wise

 Purpose of document
 About the format of documents (if possible only index or fields)
 Type of expert and skilled resource will be used for documentation
 Document priority and dependency
 Time requirement for preparation (If applicable)

Project Management
Implementation Timeline:
Vendor must complete the project within a stipulated timeline based on the proposed SDLC methodology.
The project timeline can be divided in two below phases that

Sl. Position Staff Qty

1 Project Manager 1
2 Sr. System Administrator 1
3 Business Analyst/ Technical Document Writer 1
4 Software Architect 1
5 Database Administrator 1
6 Sr. Software Engineer 1
7 Security Expert 1
8 Programmer (Web Developer) 2
9 Programmer (API Development) 2
10 Mobile Apps Developer (Cross Platform) 1
11 QA Engineer 1
12 UI/UX Designer 2
13 Interoperability Expert/ Deployment Expert 1
14 Test Engineer 1
15 Graphic Designer 1
16 Digital Marketer 1

For Maintenance & Support Service:

Sl. Position Staff Qty

1 Helpdesk Support Executive 1

2 Software Maintenance Expert 1
3 Developer/ Programmer 1
4 Data Entry Operator 1
5 Service Manager 1

Quality Attributes and Assurance

The Quality attributes and Assurance plan will describe the standards, processes and procedures in this
application development life cycle which will be used to support the consistent delivery of high-quality,
professional standard application and services provided in the support of an automated environment. The
quality assurance process will be concerned with establishing the authority of the QA function, quality
assurance standards, procedures, policies, and monitoring, and evaluation processes to determine quality in
relation to established standards. Quality assurance activities will concentrate on the prevention of problems
through the continuous improvement of processes.
In order to provide high quality products and services, each support team will adhere to processes,
procedures and standards. Quality Assurance (QA) is a process used to monitor and evaluate the adherence
to processes, procedures, and standards to determine potential product and service quality. It will involve
reviewing and auditing the products and activities to verify that they comply with the applicable procedures
and standards, and will assure the appropriate visibility for the results of the reviews and audits.
The vendor is requested to provide an extensive Quality Assurance plan with measurable attributes for each
phases of this application development life cycle in their technical proposal.
Language Support
System's default language- will be Bangla. The e-Service system should support
multilingual option i.e. Bangla and English for both the Web version and Mobile Apps. All the user
interfaces will be able to display and input controls can take input both in Bangla and English.
System/App users can choose and set his/her preferred language in profile setting for the system
interfaces.

Integration Requirements
Integration of e-service application with the other prescribed national system is very essential. Proper
integration and interoperability can guarantee government service to citizen. The Vendor is expected to
come up with an integration plan in their technical proposal considering as well as understanding the scope
of the e-Service application as per TOR. The possible integration scopes of this e-Service application are
integrated with prottoyon.

Service Deliverables
Considering the scope of service and work, and basing on the proposed project development &
implementation methodology, the Vendor has to submit here a complete list and types of deliverables
that would be produced throughout the project timeline whether those are materials, services,
applications, source codes, documents, plans, reports etc. in a table format mentioning the stages,
activities and timelines.
Some examples of the deliverables are mentioned here for reference:

1. Project inception report

2. Project management plan
3. System requirement specification (SRS)
4. System design document (HLD and LLD as SDD)
5. Complete source Code with documentation
6. Test plan with testing reports
7. Integration plan and reports
8. Mobile Application (Android and iOS)
9. Web application
10. SLA

System Audit
This e-Service system will maintain an audit trail of any changes or updates made in any
information that arc considered as vital and should maintain the audit log with information such as
1. Log the users who are accessing the system
2. Log the parts of the application that are being accessed
3. Log the fields that are being modified
4. Log the results of these modifications
5. Log the attempted breaches of access
6. Log the attempted breaches of modification rights
7. Timestamp
It should be ensured that an audit trail is kept for all transactions and all audit transactions logged
are kept on the trail file or trail database from where system can generate different audit reports as
and when required.
Vendor is requested to submit their proposed "Audit Plan" including strategy & standard measures
in their technical proposal.

Training Plan
In case of Digitalization of Citizen Services & Database Management System service's successful
implementation, user training lays one of the most vital roles in the entire implementation cycle. Vendor
must consider government culture, convenience of officials & staff and ICT literacy & expertise at the time
of designing user training plan for the Digitalization of Citizen Services & Database Management System
implementation.
1. Training Schedule & program details
2. Methods & modalities of user training
3. No. of targeted user groups and participants
4. Strategy of ensuring training standards
5. Ensuring smart training with latest tools & technologies
6. Innovative, user friendly, & multimedia training materials
7. Team composition, skill and expertise as training provider

Copyright:
Pirganj Municipality shall be entitled to all proprietary rights including but not limited to patents, copyrights
and trademarks, with regard to many vendors.
All kinds of source codes including code documentation and other approved documents (all versions trail,
products, developed applications, documents and all kinds of deliverables) which bear a direct relation to or
are made in consequence of the services provided by the vendor under this scope of this TOR will be owned
by ICT Division.
At the request of the Pirganj Municipality, the vendor shall assist in securing such property rights and
transferring them in compliance with the requirement of the applicable law. After the completion of the
project, such rights will be handed over to the Pirganj Municipality that will be produced at the time of entire
system development and implementation life cycle under the scope of this TOR and will owned by ICT
Division.
The vendor should properly deliver the entire approved source codes and other deliverables to the Pirganj
Municipality. The vendor cannot claim any royalty or authority of any sort in case of replicating the source
code or database or any other deliverables under this TOR for any future use that Pirganj Municipality and
the Government of Bangladesh may see fit.

Any studies, documents, reports, graphics or other materials prepared by the vendor for this project under
this TOR shall belong to and remain the property of the ICT Division.
Maintenance and Support Service
The selected vendor will require to provide maintenance and support service for this developed, deployed,
piloted Digitalization of Citizen Services & Database Management System application. After the
development and deployment phase as soon as the application goes Live, having consent and acceptance
from the implementing organization, immediately the pilot implementation phase will be started including
the maintenance and support service. Vendor will require to provide maintenance and support services plan
for next 2 (Two) years.
The proposed SLA should include time bound service delivery layers, modality & compensation plan, which
may also include the following:
1. A Proposed SLA plans
2. Support service types and mode of services
3. Help desk functionalities & facilities and capacity
4. Configuration Management
5. Service layers for different types of support
6. Tools & technologies will be used for Support service management
7. Communication and report management
 8. Incident & Problem management
9. Support service Log Management
10. Support feedback & service evaluation methodology

Support & maintenance plan should be comprehensive and well elaborated to ensure proper support
to the end user. Apart from above mentioned issues, if vendor thinks any other issue/method should
be included in their plan which assures proper standard support and maintenance of this
Digitalization of Citizen Services & Database Management System application which is suitable for
implementing organization, it would be considered as added value addition. For effective collaboration &
proper decision making, the implementing may consult with ICT Division.
At the time of preparing managed service plan after one year maintenance & support service period the
vendor should consider the followings:

1. Business feasibility study

2. Determining the cost of operation
3. Infrastructure requirements
4. Breakeven & ROI analysis
5. Risk & dependencies
6. Roles and responsibilities
7. Continuous improvement scope
8. Performance evaluation

Note: please note that submitting the “The managed service” plan by the vendor will be one of the major
deliverables of the 1st year maintenance plan before the expiration to the organization including extensive
feasibility study. Here vendor is requested to add this as a deliverable in the “Project Deliverables Plan” plan
that is going to be submitted by the vendor with the technical proposal.

Conclusion
This application will be fully in Bangla and English language which will give all the citizen of Pirganj Manu
to be benefited from this app. Any android and iOS user will be able to download this app get to know and
submit their application.