Republic Polytechnic Web Enhancements For OCC

Presented by the ACPJuly 2011

Agenda

• Background & Vision• Solution Overview• Support• Q&A

Background VISION

• To create and deliver value through our products and services for our customers, always

• To ensure our ICT Education are the most engaging and value-added in the region

• To reach out and work with partners and markets in the region

Who are we?

• Associate Company with Popular Holdings Ltd

• Awarded ISO 9001:2008 for design, develop and deliver curriculum-based education and ICT solutions

• Involved in developing Next Generation ePortfolio in 1 out of 6 FutureSchool in Singapore

Our Clients

Multi-faceted solutions and strong service model helped built our reputation and our client base grew

1 out of 3 schools in Singapore are our clients More than 100 corporations, MNCS and government agencies such as

Ministry of Defence, Defence Science & Technology Agency, United Overseas Bank (UOB), The British Council (Vietnam), ST Electronics & Singapore Ministry of Education

Team Organization Structure

ACP Project Sponsor

ACP Project Manager

Software QA Analyst

Programmer Lead

Application Developer

System Administrator

Project Steering Committee

Project Working Committee

Project Working Committee

SOLUTION OVERVIEW

Key functionalities

• Improve external web user experience

• Create a simple process for internal users to create, edit and manage widgets

Implementation Support Plan

The Helpdesk provided by ACP is capable of accepting service/incident calls from Republic Polytechnic users through the following:

Unified IT Ops and Helpdesk1. Telephone Calls to Helpdesk2. Email (User sending an email)3. Web Portal

Support Service Level Agreement (SLA)

The SLA’s for support reported through support tickets will be as below

Business

Impact Level (BILs)

Response Time

Status Reporting

Workaround Time

Resolution Time

1 Within 2 hours of a

working day

Every 2 hours

Within 4 hours

Within 8 hours

2 Within 4 hours of a

working day

Every 4 hours

Within 1 working day

Within 2 working days

3 Within 1 working day

Daily Within 2 working days

Within 4 working days

Training

Trainings to be provided

Training for All Teachers

Teaching Methodology

Delivery methods or approaches and instruments use in the activities are a combination of:

Lectures and classroom instructionsDemonstrations Case studies Group discussion

Each training session shall consist of a maximum of 40 participants

Value-added Services

6 months complimentary consultation and system refinement period during Production Phase

Key Takeaways

To retain source codes to ensure sustainability 1

Well covered technical support and dedicated teams 2

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