CMS_Technical1.pdf

Technical Offer for
Development and implementation of Integrated
Management Information System including Software,
Architecture and interoperability Functions needed for SR,
CMS & existing CTP Information System, and User Training
RFP No.: GZ-MOSD-31942-CS-QCBS
Project: Social Protection and Enhancement Project (P160674)
Submitted by
Alameen Technologies Jointly with Future Information Systems
Presented to
Ministry of Social Development (MOSD)
Submitted on:8th
October 2020
Validity: 90 days from submission date
Version: 1.0
Alameen Technologies
P,O.Box 4463, Al-Zaitona Bldg., Al-Irsal St., Ramallah, Palestine.,
Tel: +970 22988555, Fax: =+970 22965649, email: info@alameentech.com

© 2020, Alameen Technologies CMS Technical Proposal Page| 2
Table of Contents
Introduction ...................................................................................................................... 3
Technical Proposal ........................................................................................................ 4
Background..................................................................................................................................... 4
Form TECH-1 Technical Proposal Submission Form.................................................................... 5
Form Tech-2 Consultant’s Organization and Experience............................................................... 7
A.1 – Consultant’s Organization - Alameen............................................................................. 7
A.2 – Consultant’s Organization - FIS ...................................................................................... 9
B - Consultant’s Experience ....................................................................................................... 12
Form TECH-3, Comments and Suggestions on the Terms of Reference, Counterpart Staff, and
Facilities to be Provided by the Client........................................................................................... 14
A - On the Terms of Reference .................................................................................................. 14
B - On Counterpart Staff and Facilities................................................................................... 14
Form TECH-4 Description of Approach, Methodology, and Work Plan in Responding to the
Terms of Reference ....................................................................................................................... 15
a. Technical Approach and Methodology. ........................................................................... 15
b. Work Plan. .............................................................................................................................. 27
c. Organization and Staffing. .................................................................................................. 31
Form TECH-5 Work Schedule and planning for deliverables ...................................................... 33
Form TECH-6 Team Composition, Assignment, and Key Experts’ inputs................................... 37
Compliance to TOR ...................................................................................................... 39
Functional Requirements.............................................................................................................. 39
Electronic Case/Intake Forms Builder................................................................................................ 48
Case Management System ............................................................................................................. 57
Case Notes......................................................................................................................................... 62
Service Delivery /Referrals................................................................................................................. 65
Program Management....................................................................................................................... 70
Complaint Management................................................................................................................. 72
Business Intelligence...................................................................................................................... 73
Core Modules................................................................................................................................. 76
User Management............................................................................................................................. 76
Document Management.................................................................................................................... 79
Non-Functional Requirements .............................................................................................. 80
Portal General Requirements ......................................................................................................... 80
Data Privacy Requirements ............................................................................................................... 83
Technology Requirements................................................................................................................. 84
Data Migration, Conversion and Management Requirements................................................................ 85
Hosting and Licenses...................................................................................................................... 87
Custom Report Builder ...................................................................................................................... 87

Introduction
Date: 08/10/2020
Alameen Technologies (Alameen) and Future Information System (FIS) would like to extend
their gratitude to the Ministry of Social Development (MoSD) and World Bank, for allowing us
the opportunity to present this proposal for “ Development and implementation of Integrated
Management Information System including Software, Architecture and interoperability
Functions needed for SR, CMS & existing CTP Information System, and User Training, RFP
No.: GZ-MOSD-31942-CS-QCBS, Project: Social Protection and Enhancement Project
(P160674)”.
We hope that our enclosed proposal will be sufficient to demonstrate our capacity and capabilities.
The accumulated experience of our companies and our solid reputation in delivering similar and
even bigger projects on time and within budget, guarantees the successful implementation of the
required services.
Sincerely Yours
Luay Al-Qattow

Technical Proposal
Background
Alameen Technologies developed e-services system which include Case Management System, and
it is implemented in 25 Municipalities in Palestine, some of these them are big Municipalities.
The system composed from the following modules:
1. Citizen Profile
2. Services Module
3. Workflow Builder
4. Form Builder / within process step
5. Template Builder
6. Task Management / Employee and Manager
7. Services Archive
8. Email and SMS Notification
9. Document management or integration to external document management
10. Dynamic menu configuration
11. Entity Registration (Person, Organization)
12. Security
13. Audit
14. Reports and Statistics
The required system is more complicated than we mentioned above, but we highlight that our
team passed similar experience with this system, especially work flow and dynamic forms.
The detailed design of the system will be done according to all information that will be gathered
form the ministry, here below please find the overview architecture of the proposed solution, in
which some components are optional but recommended for high availability.

Form TECH-1 Technical Proposal Submission Form
Al-Bireh, 08/10/2020
To: -Ministry of Social Development (MOSD)
-SPEP Project Management Unit - 6th Floor
-Ministries Compound, Almasyoun, Ramallah.
Dear Sirs:
We, the undersigned, offer to provide the consulting services for “Development and
implementation of Integrated Management Information System including Software,
Architecture and interoperability Functions needed for SR, CMS & existing CTP Information
System, and User Training – Reference No.: GZ-MOSD-31942-CS-QCBS” in accordance with
your Request for Proposals dated 16 August 2020 and our Proposal. “We are hereby submitting
our Proposal, which includes this Technical Proposal and a Financial Proposal sealed in a separate
envelope”
We are submitting our Proposal a joint venture with:
1. Alameen Technologies – Prime Contractor
Al-Bireh, Al-Irsal St., Alzaitona Building, 4th
Floor.
2. Future Information System FIS
Al-Bireh, Nablus Street, Al-Shini Building, 5th
Floor.
We have attached a copy of “Declaration of Intent to form a joint venture” signed by every
participating member, which details the likely legal structure of and the confirmation of joint and
severable liability of the members of the said joint venture.
We hereby declare that:
(a) All the information and statements made in this Proposal are true and we accept
that any misinterpretation or misrepresentation contained in this Proposal may lead
to our disqualification by the Client and/or may be sanctioned by the Bank.
(b) Our Proposal shall be valid and remain binding upon us for the period of time
specified in the Data Sheet, Clause 12.1.
(c) We have no conflict of interest in accordance with ITC 3.
(d) We meet the eligibility requirements as stated in ITC 6, and we confirm our
understanding of our obligation to abide by the Bank’s policy in regard to corrupt
and fraudulent practices as per ITC 5.
(e) We, along with any of our sub-consultants, subcontractors, suppliers, or service
providers for any part of the contract, are not subject to, and not controlled by any
entity or individual that is subject to, a temporary suspension or a debarment
imposed by a member of the World Bank Group or a debarment imposed by the
World Bank Group in accordance with the Agreement for Mutual Enforcement of
Debarment Decisions between the World Bank and other development banks.

Further, we are not ineligible under the Employer’s country laws or official
regulations or pursuant to a decision of the United Nations Security Council;
(f) In competing for (and, if the award is made to us, in executing) the Contract, we
undertake to observe the laws against fraud and corruption, including bribery, in
force in the country of the Palestine.
(g) Except as stated in the Data Sheet, Clause 12.1, we undertake to negotiate a
Contract on the basis of the proposed Key Experts. We accept that the substitution
of Key Experts for reasons other than those stated in ITC Clause 12 and ITC Clause
28.4 may lead to the termination of Contract negotiations.
(h) Our Proposal is binding upon us and subject to any modifications resulting from
the Contract negotiations.
We undertake, if our Proposal is accepted and the Contract is signed, to initiate the Services
related to the assignment no later than the date indicated in Clause 30.2 of the Data Sheet.
We understand that the Client is not bound to accept any Proposal that the Client receives.
We remain,
Yours sincerely,
Authorized Signature:
Name and Title of Signatory: Luay Amin / CEO
Name of Consultant: (Alameen Technologies and Future Information Technology)
In the capacity of: CEO of Alameen Technologies
Address: Al-Bireh, Al-Irsal Street, Al-Zaitona Building 4th
floor
Contact information (phone and e-mail): 0599-206305, luay@alameentech.com

Form Tech-2 Consultant’s Organization and Experience
A.1 – Consultant’s Organization - Alameen
Alameen Technologies is a Palestinian Company founded in 2009, and specialized in IT, Web and
Mobile Application Development.
The Company enjoys a strong presence in private, public and international organizations (USAID,
World Bank, GTZ…etc) by offering advanced services in the field of Information Technology and
Financial Consultation.
About Alameen
E IT Company Solution Provider, in Palestine and Middle East.
E Specialized in Web, Mobile Application Development and Consultancy.
E 11 Years Experience in IT Market.
E Strategic Alliances: Oracle & Microsoft Partnership.
Partnerships
Alameen Products
E E-Municipality: Web based Application for Municipalities, for citizen profiles, citizen
requests applications, dynamic workflow and process management with integration
with other Applications.
E CSC: Citizen Service Center: Web based Application for Municipalities, for citizen
profiles, citizen requests applications, dynamic workflow and process management.
E Madeenati: Web based Application for Municipalities, Geo-Database (blocks, Parcels,
roads, building, water infrastructures, Wastewater Infrastructures, Electrical
Infrastructural, etc.), Dynamic viewing to all features and aerial photos.
E EYWA: Human Resources and Administrative Solution.
E PalTrack: Fleet Management, Monitoring and Tracking Solution.
E WIS: Water Information System supported by GIS system
E Interactive Online Educational ATLAS.

Company Information
1. Name of the organization Alameen Technologies
2. Establishment Date 15/09/2008
3. Type of the company Limited Liability
4. Number of the employees 15+
5. Key Staff 12
6. Address of the Registered
Office
P.O.Box 4463, Al-Zaitona Building 4th floor, Al-Irsal St.,
Al-Bireh, Palestine
7. Contact details of the
organization
Tel : +970-2-2988555
Fax: .:+970-2-2965649
Mobile:+970-599206305
Email: info@alameentech.com
8. Offices Alameen has offices in the following geographical places:
• Al-Bireh, Palestine
9. Market Alameen has references in the following markets:
Palestine and Jordan
10. No. of years in business 11 Years
11. Products & Services • E-Services
• E-Municipality
• Citizen Services Center
• Madeenati (Municipality Management System)
• EYWA (Administrative Management System)
• Fleet Management System
• Hotel Management Systems
• IT Consultation
12. Development Tools • Visual Studio
• Oracle development tools
• DevExpress Reporting
• Android Studio
• Xcode
13. Web / Application Servers • IIS
• Glassfish
• WebLogic
14. Development Framework • Asp .Net Framework
• .Net Core
• EF6 & EF Core
• Java 1.6, 1.7
15. Front End • HTML5,CSS3, Javescript ES6
• Angular, and Vue
16. Mobile tools Android Studio and iOS
17. Databases • Oracle
• SQL Server
• My SQL
• PostgreSQL

A.2 – Consultant’s Organization - FIS
Future Information Systems-FIS was established in 1999 to be a domestic leader IT solutions
provider in the fields of networking, communications, business software and systems integration
services. The company enjoys a strong presence in the private and public sector by offering
advanced services in the fields of information technology. We partner with our customers to
identify and understand all their business needs, utilizing state-of-the-art technology to increase
their productivity. Since it was established, FIS is rapidly growing and shows economic stability
during all period of operations, past and present.
With over than 45 professionals in two branches over West Bank & Gaza, the FIS team offers a
diversity of skills and experience to help your company meet the demands of an ever-changing
marketplace.
Our business, simplified, is applying our acquired and enabled knowledge to client’s specific
business challenges. The more we know is the more we can explore. And the further we push
exploration is the more informed the solution”.
While many of the needs of today’s business organizations can be met with off the shelf software
packages, many businesses still need custom development work for specific processes. In addition,
although many off the shelf products work well within the framework in which they were designed
to perform, they often do not effectively or adequately integrate with other software and services,
requiring needless re-keying or cumbersome efforts to move information from one application to
another. Limited use of custom software development can provide strong returns on investment by
reducing or eliminating man-hours associated with repetitive business process tasks and by
providing better access and maintenance of key business data.
About FIS
E IT Company Solution Provider, in Palestine.
E Specialized in Information Security Solutions & Web, Mobile Application Development
and Consultancy.
E 21+ Years’ Experience in IT Market.
Partnerships

FIS Products
a) RHODES Insurance
Automates the financial and administrative operations for insurance companies in
addition of processing and creating policies, endorsements, managing claims and issuing
quotations. Rhodes cover the following insurances lines:
• Motor and non-motor Insurance
• Health Insurance
• Life Insurance
• Travel Insurance
• Fire Insurance
• Third Party Liability Insurance
• Reinsurance
b) eMED
eMED is an end to end TPA Software designed to enable automated health benefits
administration, including administration of a network of medical providers and
automated adjudication of claims. The software provides the ability to generate
operational and financial reports and statistics, claims management, coverage status and
automates complex benefit calculations to drive high auto-adjudication rates and
minimize the risk of paying claims incorrectly.
c) Bank+ (Full Banking System)
Bank+ is a proven and versatile collection of highly adaptable, totally integrated
accounting, and financial applications developed to suit the ever-changing banking
industry needs. With strong core accounting and finance functionality, Bank+ provides
enhanced flexibility, low cost of ownership and rapid implementation, with the scalability
to grow along with local and regional customers' requirements. Most importantly, our
system joins successfully various modules and sub-modules featuring the state-of-art in
banking technologies.
d) RHODES HR
RHODES HR is a Human Resource Management System designed to streamline the HR
services in the organization, providing the tools to optimize how your company interacts
with its employees. The system includes full payroll system integrated with RHODES
finance.
e) RHODES CRM
RHODES CRM is a simple to use yet, powerful, Customer Relationship Management (CRM)
system for small midsized and Enterprise businesses. It has been engineered from the
ground up to focus on managing customer relationships by ensuring that what is sold
actually gets delivered, and in a way that exceeds customer expectations.

Company Information
2. Name of the organization Future Information Systems (FIS)
3. Establishment Date 23/05/1999
4. Type of the company Private Joint Stock Company
5. Number of the employees 45
6. Address of the Registered
Office
Al-Shani Commercial Center, 5th
floor, Al-Nablus St.,
Al-Bireh, Palestine
8. Contact details of the
organization
Tel : +970-2-2409416
Fax: .:+970-2-2409417
Mobile:+970-562666286
Email: info@fis.ps
9. Offices FIS has two branches:
• Al-Bireh, Palestine
• Gaza strip, Rimal
10. Market FIS has references in Palestine-market
11. No. of years in business 21+ Years
12. Products & Services • RHODES Insurance
• RHODES HR
• RHODES Financial
• RHODES CRM
• eMED
• Bank+
• SOFOUF
13. Development Tools • Visual Studio
• Oracle development tools
• DevExpress Reporting
• Android Studio
• Xcode
14. Web / Application Servers • IIS
• Glassfish
• WebLogic
15. Development Framework • Asp .Net Framework
• .Net Core
• EF6 & EF Core
• Java 1.6, 1.7
16. Front End • HTML5,CSS3, Javescript ES6
• Angular, and Vue
17. Mobile tools Android Studio and iOS
18. Databases • Oracle
• SQL Server
• My SQL
• PostgreSQL

B - Consultant’s Experience
1. List only previous similar assignments successfully completed in the last 3 years.
Description of the main similar
services performed
Amount
involved
Relevant
dates in the
last < 3
years
Name of the public or
private bodies
Citizen Service Center
Workflow
16,000 € 2019/2020 Municipal Development and
Lending Fund MDLF
Citizen Service Center
Workflow
47,000 € 2017/2018 Municipal Development and
Lending Fund MDLF
E-Municipality 153,000 $ 2017 4 Municipalities
Funded by USAID through
(Global Communities)
Oracle E-Business Suite Support 29,000 $ 2020 +
2019 +2018
Birzeit University
Geospatial System Madeenati
(GIS+Web)
10,000 $ 2019/2020 Bani Zaid Municipality
Geospatial System Madeenati Support
(GIS+Web)
5,000 $ 2019/2020 Dura Municipality
Document Management System
DocuWare
49,500 $ 2018 Palestine Land Authority
Mobile Mapping Application
Web+Mobile+GIS
45,000 $ 2018 Property Tax Directorate
(Ministry of Finance),
Funded by USAID, through
Tetratech
Water Supply and Distribution
Information System (WSDIS)
Web, GIS, and API’s integration with
legacy system
78,000 $ 2017 Palestine Water Authority
(PWA)
Funded by World Bank
(GIS+Web)
60,000 $ 2017/2018 Palestine Land Authority,
Funded by GIZ
(GIS+Web)
217,000 $ 2017 Yatta & Bethlehem
Municipalities
HR & Administrative System 14,000 $ 2018 Palestine Broadcasting
Authority
HR & Administrative System 15,000 $ 2018 Ministry of Transportation
HR & Administrative System 12,000 $ 2018 Ministry of Works and
Housing
Mobile Application for collecting data
about poor families
29,000 $ 2017 Ministry of Social
Development, Funded by
World Bank
Build an Interactive Online Educational
Atlas for Palestine,
49,500 $ 2017 Ministry of Education
Teachers attendance and HR system for
Ramallah Directorate Schools
(Web+ GIS)
100,000 $ 2018 +
2019 +
2020
Ministry of Education

2. List only those assignments for which the Consultant was legally contracted by the Client as a
company or was one of the joint venture partners. Assignments completed by the Consultant’s
individual experts working privately or through other consulting firms cannot be claimed as the
relevant experience of the Consultant, or that of the Consultant’s partners or sub-consultants, but
can be claimed by the Experts themselves in their CVs. The Consultant should be prepared to
substantiate the claimed experience by presenting copies of relevant documents and references if
so requested by the Client.
Description of the main similar
services performed
Amount
involved
Relevant
dates in the
last < 3
years
Name of the public or
private bodies
Mobile Application for collecting data
about poor families
29,000 $ 2017 Ministry of Social
Development, Funded by
World Bank
Tablets 20,000$ 2018 Ministry of Social
Development
Support for Mobile Application for
collecting data about poor families
2,000$ 2019 Ministry of Social
Development

Form TECH-3, Comments and Suggestions on the Terms of
Reference, Counterpart Staff, and Facilities to be Provided by
the Client
A - On the Terms of Reference
The phased activities proposed in the Terms of References are sufficient in carrying the project
without additional comments on our behalf.
B - On Counterpart Staff and Facilities
Facilities that needed
1. Office for our team located at MoSD Headquarter.
2. 1 Personal Computer and 1 Printer with network connection.
3. Telephone line.
4. 2 Tables with suitable chairs.
5. Internet connection.

Form TECH-4 Description of Approach, Methodology, and
Work Plan in Responding to the Terms of Reference
a. Technical Approach and Methodology.
1. Rapid Application Development Model
We adheres to the highest level of standards and proven Technical Development
Methodology while developing software applications. Our main objective is providing
our customers with business solutions that meet all their expectations while committing
to meeting projected time frames and addressing functional business needs. Our highly
flexible teams of professionals embrace a collaborative methodology which utilizes a
faster development cycle yet still producing a system of high quality.
The primary characteristic of our Technical Development Methodology is based on the
Rapid Application Development (RAD) Methodology. This focuses on delivering
projects in small pieces. Project Managers partition a project into a series of smaller
projects, each of which can be planned and delivered individually. With a series of
smaller projects, each can be delivered more quickly.
Rapid Application Development Model:
It allows our teams of professionals to rapid response to changing environment thus
meeting deliverables schedule. The deliverables include final solutions which are
developed using a repeating process of analysis, prototyping, repeat analysis and
prototyping, conclusion of prototyping and testing, and then starts the implementation
phase and their after. This repetitive delivery process is one of the major characteristics
of this methodology.

RAD Advantages:
1. Increased Speed: As the name suggests, Rapid Application Development's primary
advantage lies in an application's increased development speed and decreased time to
delivery. The goal of delivering applications quickly is addressed through the use of
Computer Aided Software Engineering or CASE tools, which focus on converting
requirements to code as quickly as possible.
2. Increased Quality: Increased quality is a primary focus of the Rapid Application
Development methodology, but the term has a different meaning than is traditionally
associated with Custom Application Development. Prior to RAD, and perhaps more
intuitively, quality in development was both the degree to which an application conforms
to specifications and a lack of defects once the application is delivered. According to RAD,
quality is defined as both the degree to which a delivered application meets the needs of
users as well as the degree to which a delivered system has low maintenance costs. Rapid
Application Development attempts to deliver on quality through the heavy involving of
users in the analysis and particularly the design stages.
2. Application Implementation Methodology
For successful implementation, we will employ the following approach:
• We will do a complete analysis and information gathering of all System components
includes review for database schema design and make all needed changes to it.
• We will then determine all required customization of software needed.
• We will identify the needed network structure and all required hardware for all
system components.
• Implement the needed customization after completing a unit testing, while
developing, and a complete and full system testing at our development lab.
• Migration of the MoSD data and a complete retest procedure will take place.
• Installation of the solution at MoSD site and run a complete test procedure one more
time.
• Establish training courses to the end users
• Perform user-acceptance testing.
• Run parallel systems and make sure that the system runs as designed.
• Evaluate performance of the system.
• Improve performance and functionality if needed.

Project Management Methodology
We uses a structured project management Approach largely based on the PMBOK as
published by the Project Management Institute (“PMI”) methodology. The PMI is the
world’s largest professional association in the area of project management. Its key
publication – A Guide to the Project Management Body of Knowledge (the “PMBOK”)
was accepted as an ANSI standard. The PMBOK is also considered to be a de-facto
standard for project management in North America.
It is employed and aligned with the Implementation Methodology, and produced the
following phases of project plan:
Ø Preparations, Definitions & Validation Phase
Ø Analysis & Design Phase
Ø Prototyping /development and customization Phase
Ø Implementation Phase – Pilot Launch
Ø Testing Phase – Install, Customization, testing
Ø Go-Live phase
Ø Disposition Phase
Ø Maintenance Phase
The assigned team will, in conjunction with MoSD’s team will plan, execute, control and
close each phase. Some of these project phases will occur in parallel – for example it is
possible to commence business requirements analysis while still planning out the project.
It is also possible to commence testing while still developing business requirements and
working on the design. Each phase has a distinct deliverable which must be formally
accepted.

Project Phases
Preparations, Definitions & Validation Phase
The key deliverables in this phase are the Project Definition that describes and defines
the project, processes for managing issues, scope, risk, communication, quality, etc., and
a work plan that describes the activities needed to complete the project.
The Scope will also be developed by Project Manager in cooperation with representatives
from the concerned functional departments. It will then be reviewed and authorized to
become the core document in fulfilling the requirements.
Review for all MoSD requirements and validations needed in import for the data, and
generation for the reports.
Standard
A standard is a specific statement of the rules and constraints governing the naming, contents,
and operations of software. Any standards in this document are bolded and in italics.
Guideline
A guideline is a method or custom, which through common usage has become an accepted
method of work. A guideline is not enforced, and is not a standard.
Planning
In this phase, analysts gather and define business requirements at a high-level, then focus on
the main features and functions to be delivered. The requirements will be approved by the
client to make sure that we understands the requirements correctly. Analysts looks ahead in
the project to plan out the testing, training and implementation process using a predefined
Testing Plan, Training Plan and Implementation Plan documents.
Analysis & Design Phase
The first time through in the analysis and design phase will have the users participate strongly
in the non-technical design of the system, under the guidance of I.T. professionals. User
design is done in a Joint Application Design (JAD) workshop. In the first two phases the users
and executives should play a larger part than the I.T. professionals.
This phase consists of a detailed analysis of the business activities and data related to the
proposed system. Following the analysis, the design of the system is outlined. System
procedures are designed, and preliminary layouts of screens and reports are developed.

Prototypes of critical procedures are built and reviewed. An appropriate construction
approach for the system is selected and prototyping is now used to aid in requirements
specification and design.
Review for database schema annexed with RFP, and do all needed changes, and make
new version that ready for development and data migration.
Prototyping /development and customization Phase
Utilize the requirements received in the previous steps to build a high-level prototype, the
first time through is a series of screens that show how a business transaction is processed.
There may not be any database calls or business logic programmed behind the screen shells.
At this point basic decisions are needed in terms of the technology and tools to be utilized
while being conscious of overall design and technical architecture. Even though the Design
Phase is not a separate entity in our development methodology, the team of technical experts
are diligent in building a flexible technical architecture to ensure scalability and flexibility as
more details are added to the solution which create more demands on the design.
Repeat Analysis & Prototyping as Necessary
After the initial prototype has been completed it is then utilized to gather additional and more
detailed business requirements from the client. The idea is that the clients can better give
requirements once they can start to see how the system looks and feels. Once the modified set
of requirements are gathered, an update to the prototype is made to reflect the new set of
requirements. When that prototype is completed, the system is taken back to the client again
to revalidate the requirements.
Pilot Implementation Phase
We employs a time-tested implementation approach to plan, execute and control the
implementation process of business solutions.
Assumptions
• Hardware is Delivered
Testing Phase
At the end of the implementation phase the testing phase starts, this would include a systems
testing, migration testing, data import from CTP testing, and integration testing. The testing
may include a formal user acceptance testing. All software developed undergoes to the
quality assurance phase. To guarantee the objectiveness of quality assurance process.
Go-Live phase
Main Activities
Ø Corporate launch (the pilot sites) for each site implementation
• Run consolidation /Integration test between CMS and other systems

• Establish Training course for end users
• Testing (System, Performance, Integration)
• Go Live
• Prepare test data and plan
• User Acceptance Tests
v Main Deliverables
• Project Status Report (for each phase or per month)
• Updated Requirements and specification document
• Training Schedule
• Updated design document
• Update Quality assurance plan document
• User Acceptance Certificate
Milestone: Go live decision is taken
Disposition Phase
In the disposition phase a Disposition Plan shall be prepared to address all facets of archiving,
transferring, and disposing of the legacy system and its data. The plan written is to provide a
full set of procedures necessary to end the operation of a legacy system in a planned, orderly
manner and to ensure that system components and data are properly archived or
incorporated into the new system. Particular emphasis shall be given to proper preservation
of the data processed by the legacy system in order to effectively migrate it into the new
system or archived for potential future access.
Main Activities
• Functional issues on post implementation review
• Data Migration of remaining of history data
• Support to the users on day to day basis
• Do releases on changes required on the solution through change management and
release management processes
Maintenance Phase:
The maintenance and support activities are those activities that are required after a system
has been successfully put into production and final acceptance. Maintenance support best
practice is defined to ensure the system and data qualities are maintained. Depending on the
extent of the follow-up maintenance required, appropriate service levels will be put in place
and must be followed to ensure the health of the service throughout its life. We follow up
maintenance support activities through Service Management processes; we use ITIL Service
Management best practice processes. Service Desk as single point of contact, Incident
management to recover the service as possible and problem management processes for
remedy the unknown errors. We control the changes on the software through change
management and configuration management processes; as well as we manage the rollout
releases and changes through Release management. When we sign the annual underpinning
maintenance contract with MoSD, our services truckled and We obliged to serve MoSD based
on the required and approved performance, mentioned in the SLA.

The SLA agreement will focus on win to win relationship between us and MoSD; this process
is called service level management.
Main Activities
• MoSD should address their expectation regarding the services received by us (which
called Service Level Requirements-SLA)
• We Negotiate them regards the priorities and service levels
• Do a draft version of SLA (Underpinning Contract)
• Sign and approve
• We monitor our service performance through e-Helpdesk system and SLA as well
• Do Quarterly meeting with our Customers to evaluate our performance regarding the
SLA and do the needed auctioned and enhancement
• Do Surveys with our customers to evaluate our performance regarding the SLA and
do the needed auctioned and enhancement
• Ongoing training for new releases of product based on SLA agreement
Main Deliverables
• Underpinning Maintenance Contract or SLA
Training
The training includes all the CMS Administration activities and duties.
We will train the designated technical and end-user staff to enable them to effectively operate
the total system. We shall carry out a detailed training needs assessment for various levels of
users such as end users, heads of departments, etc.
For this purpose we are committed to provide the following:
a. A detailed training schedule, areas covered, time and the training literature
including courseware shall be provided in two sets of hard and soft copies
b. Training on MoSD functionalities for the respective end-users using computer
software modules.
c. We will also be responsible for re-training the operators whenever changes are
made in the software.
We assure MoSD the following:
a. The Training will be inducted to the technical and end user staffs on site
b. We will provide both comprehensive hard copy and soft copy of the materials
being taught
c. We will provide PowerPoint presentations and Videos which summarize the
training material and introduce a straight forward method to review and find
certain points of interests, also providing the trainees with an interactive
picture and animation driven training with screenshots and explanation of
context
d. After finishing the training, the trainees will be put into a real life scenario that
will affect the whole parts of the system, and will be assessed accordingly to

make sure that the trainees are now ready to execute The training will cover
the technical, functional and administration modules directed to the technical
administrative, managerial and end user staffs
Requirements to be provided by the MoSD :
The only Requirement needed is to provide a lab that contains a computer for
every trainee.
Initial Training Plan for proposed Modules for TEMIS:
No. Course Title Audience Comments
1.
Technical System
Administration
IT Department
Staff
The audiences will be able to
technically administer the proposed
solution
2.
Functional System
Administration
IT Department
Staff, Key
Departmental
Personnel
The audiences will be able to
functionally administer the proposed
solution in order to ensure effective
operation for the system features.
3.
Functional System
Using
IT Department
Staff, Key
Departmental
Personnel
System Users
Full system Training
4.
Reporting and
Statistics
Key departmental
personnel, End
users, Projects
coordinators
He users will be trained to run and
execute reports and statistics from the
system
5. .net Training
IT Department
Staff
6. Source Code Training
IT Department
Staff
Documentation
All software covered by documents. We are committed to the Preparation of documents
including that of Systems Requirement Specification, Detailed Design, User Manuals,
Operational Manual, Maintenance Manuals, etc. for the MoSD as per acceptable standards.
Indicative list of documents, not limited to, that will be supplied and maintained by the
Consultant during different stages of the Assignment are:
• Database Manual
• Application System Requirement Specification (SRS)
• Application Software Design Document (SDD)
• Installation Manual
• Network and Security infrastructure requirements Manual
• Acceptance Test Plan

Change Management Approach
Some of the details related to the MoSD change management will not become apparent
until the completion of detailed design. The expectation during the Planning phase is to
develop a high-level understanding of the impact of the project on the organization.
The Project Team will:
• Identify potential changes and impact
• Refine business process improvement opportunities
• Identify training needs (e.g., magnitude)
• Determine knowledge transfer resources and processes
• Document all of this in the Change Management Plan.
But after the Project Requirements Specifications is approved or the user acceptance test
is approved or the final acceptance is signed, any updates approved on the system will
be controlled through the change management process, or if the change is not within the
scope of the project, then MoSD will be charged based on the SLA agreement or a
agreement between us and MoSD.
Identify Potential Project Risks
A risk is any factor that may potentially interfere with successful completion of the
project. By recognizing potential problems, the Project Manager can attempt to avoid or
minimize a problem through proper actions.
This activity defines the approach, tools, and data sources used to perform risk
management on this project. Different types of assessments may be appropriate,
depending upon the project phase, amount of information available, and flexibility
remaining in risk management.
The Project Team identify potential project risks in addition to key risks identified during
the Project Definition phase. For each identified risk, the team:
• Assess impact and probability of risk occurring
• Assign a risk priority
• For high-priority risks, determine a risk response approach including any contingency plans.
Communication Approach
Communications planning involves defining the information needs of project
Stakeholders and team members, as well as identifying which people need what
information, when it will be needed, and how they will get it. Communication is the
cornerstone of how work gets done among different parties within a project.
Communications planning is a process that overlays all other parts of Project Planning as
well as the other project phases. It addresses the way in which we transfer/share
information about what needs to be done, how it will be done, when it needs to be done,
who will do it, status reporting, issues management, problem resolution, etc. This
information is documented in the Communication Plan.

Manage Quality
Quality assurance incorporates a process of evaluating overall project performance on a
regular basis to provide confidence that the project will satisfy the relevant quality
standards. Accordingly, while it is important that each team member be responsible for
the quality execution of tasks, a quality team is typically included in the Project Team and
plays an integral role in the execution of quality throughout the project. This team ensures
that the quality plan is executed as planned. This quality team reports functionally to the
Project Manager, but also have a reporting chain outside the project to facilitate problem
escalation. Problem escalation is the process of moving a problem to a higher
management level if sufficient attention is not given by the Project Manager. The
independent reporting chain provides a check and balance on the project.
Quality control involves monitoring specific project results to determine if they comply
with relevant quality standards and identifying ways to eliminate causes of
unsatisfactory results. Quality control is performed throughout the project. Project results
include both product results, such as deliverables, and management results, such as cost
and schedule performance.
The project management team are aware of the following concepts:
• Prevention (keeping errors out of the process) and inspection (keeping errors out of the hands
of the customers)
• Attribute sampling (the result conforms or it does not) and variables sampling (the result is
rated on a continuous scale that measures degrees of conformity)
• Special cases (unusual events) and random causes (normal process variation).
Quality control audits and management processes that are carried out continually
during the development and testing phases of the project’s life-cycle.
Ø QA Performance Measures
We will apply performance measures to assess success throughout the project objective
is to ensure that all products and services meet or exceed customer expectations.
Measures appropriate to this objective are set forth in the table below. A customer
evaluation survey will be submitted to MoSD to gain feedback on how well our staff is
performing and how project tasks and deliverables are progressing.
Manage Issues
The purpose of the issues management process is to provide a mechanism for organizing,
maintaining and tracking the resolution of issues that cannot be resolved at the individual
level. The approach consists of issue control mechanisms and a well-defined process that
enables the Project Team to identify, address and prioritize issues.
The Issue Management process gives everyone involved with, or affected by, the project
a way to report issues or problems. The Issue Document format provides fields for
documenting the problem, assessing the impact of the problem, making
recommendations and determining the cost (people and assets) and time required for
resolving the problem.

Any of the Project Team members, customers, or Stakeholders can submit an issue. This
must be done in writing through use of the Issue Document. All issues are recorded in an
Issues Log.
All issues are reviewed on a regular basis (e.g., the project status meetings).
Typically, when the issue or problem has been resolved and verified, recording the actual
date the problem was resolved and the approval authority closes the issue.
Escalation Procedures
The examination and evaluation of Project Issues will take place via a regular meeting or
by circulation of the issues and comment of those involved.
Responsibility for examining Project Issues rests with the Project Manager who will use
the support services of Team Manager in helping arrive to an appropriate decision. The
Senior User of the Steering Committee will prioritise and if necessary discuss with the
Steering Committee for any additional resources needed to clear outstanding Project
Issues.
The Project Manager will notify the Steering Committee as soon as it is forecast that a
stage is likely to go outside the plans.
Here are the main steps:
1. Identify the problem and carry out an Impact Analysis
2. Identify and evaluate options for recovery
3. Select a recommended direction
4. Document the problem, reasons, impact, options and recommendations
5. Await the Steering Committee response
Project Reports
Ø Project Reports and documents flow:
o Monthly report will be posted to the MoSD
o Achieving Milestone Report will be posted to the steering committee
o Inception, SRS,.. will be posted to MoSD to be approved by them, before
commencing the development phase
o Project team reviews will be conducted at the completion of the project and will
be posted to the steering committee
o The overall project review, including lessons learned, will be developed at the
end of the project with input from all project team members. This will be
approved by Program Manager prior to being archived and sent to the PMO.
o Ending Project Report will be posted to the MoSD in order to be approved by
them.
Ø Project Team Meetings
o Weekly meeting with development team
o Monthly meeting with MoSD

o Phase/milestone meetings with MoSD
o Steering Committee meetings will be scheduled on a regular basis, or when an
exception arises.
o Project review meetings will be held by the Project Manager with the MoSD
project representatives every week either by phone or on sites with project
representatives.

b. Work Plan.
After awarding the contract of the project, a master time plan for this project will be prepared
and finalized based on the proposed plan in this document and in coordination with MoSD.
This master plan will contain main milestones of the project and detailed implementations
activities.
The project team will develop standardized operational procedures to manage all
correspondences, and special filing and archiving system will be adopted to guarantee the
accessibility for any document in the project.
We will control and assure the quality of this project deliverables through the quality technical
criteria in this RFP and project assignment requirements.
Our policy of quality is to understand our internal and external client’s requirements before we
begin a project and confirm to those requirements; also our goal is to deliver error-free services;
and this will be achieved by doing it right at the first time. In the same context each of project
deliverables will be submitted to MoSD for review and approval during the project
implementation and in its proposed milestone, after giving sufficient time for reviewing from
Enable team, our teams will modify the deliverable to meet the MoSD teams’ comments and
feedback (if any).

© 2020, Alameen Technologies Technical Proposal Page| 28
Project Summery

c. Organization and Staffing.
Project Organization Team.
The project staff will be formulated once the contract signature, during the mobilization period
stated in the project plan, according to the following organizational staff.
Stearing
Committee
MoSD
Project
Manager
Alameen / FIS
Project
Manager
Solution Design
Architicture
Software
Analyst
Software
Architicture
Consultants
Security
Expert
Development
Front End
Developers
Back End
Devlopers
Mobile
Dev.
Systems
Engineer
Scrum
Master
QA
Implementation
Trainer
Technical
Writer
Implementers
Management &
Logistics
Reporting
Admin &
Logistics
Team Leader

Key Experts List.
# Name of Expert Proposed position
K-1 Luay Amin Project Manager
K-2 Omar Qattow Software Analyst
K-3 Diyaa Awwad Software Analyst
k-4 Moaead Yahya Data Migration Expert
k-5 Naser Kalloub Data Migration Expert
k-6 Diyaa Awwad Software Architect
k-7 Aubai Abu Saada UX Expert
k-8 Ameen Al-Qattow Front End Developer
k-9 Mohammed Alastal Front End Developer
k-10 Duaa Saleh Back End Developer
k-11 Abd Alrahman Manasrah Back End Developer
k-12 Ahmad Al-Madhoun Integration Engineer
k-13 Tamer Almurshidi Mobile Developer
k-14 Loai Fraija Software Security
k-15 Yahya Khdair Web Infrastructure Expert
k-16 Mohammad Hathaline Trainer / Technical Writer
k-17 Yaser Abu Znaid Scrum Master
k-18 Ahmad Jad QA & Tester
k-19 Mousa Abu Halaweh Team Leader
k-20 Murawweh Daher System Engineer

Form TECH-5 Work Schedule and planning for deliverables
N° Deliverables 1
(D-..) Months
1 2 3 4 5 6 7 8 9 ..... 20 TOTAL
Months
MoSD Case Management System 83.82
D-1
Updated Project Plan (Task-0)
Project Preparation
2.68
Signing the contract 0.10
Project Mobilization 0.60
Prepare for Gathering Inquiry 0.43
Data Gathering 0.94
Kick-Off Meeting 0.38
Prepare for Kick-Off Meeting 0.10
Conduct Kick-Off Meeting 0.28
Define Responsibilities 0.07
Identify Employees Participation 0.09
Submit Updated Project Plan 0.07
D-2 Task 1 System and data Analysis 4.06
Study Current Environment 0.11
Meeting with MoSD Teams /
Depts.
0.40
Discuss Functional/Non
Functional Requirements
0.33
Current Database Dtudy
(Technically)
0.39
Prepare Inception Report 0.84
Prepare Detailed Project Plan 0.25
Prepare Data Migration Strategy 0.35
Business Rules Report 0.33
System Data Modules 0.28
Submit Draft Reports 0.09
Workshop Reports Discussion 0.40
Report Modifications After
Feedback
0.16
Submit Inception Report and
Other Reports
0.15
MoSD Approval 0.00
D-3
Task-2 Detailed Software
Architecture and Design
11.02
Review Functional and Non-
1.34
Design Portal Interface 1.55
Design E-Forms Module 1.25

N° Deliverables 1
(D-..) Months
1 2 3 4 5 6 7 8 9 ..... 20 TOTAL
Months
Customize Workflow Design if
needed
1.15
Design National Special Registry
Module
1.38
Design Analytics Module 0.80
Security, Roles and Audit
Design Module
0.43
integration API's Document 0.60
System Design Architicture 0.62
Prepare data Migration
Document
0.49
Submit Draft Design Documents 0.61
Workshop on Design Documents 0.42
MoSD Notes 0.00
Design Modification 0.29
Submit Final Design Documents 0.10
MoSD Design phase Approval 0.00
D-4 Task-3: Develop the system 29.81
Development Customization 23.79
Development / Customization e-
Forms
7.59
Development of Portal 3.59
Development / Customization of
Workflow
3.84
Development of National Social
Registry
3.33
Development of Analytics
Module
1.68
Development of Integration API' 1.23
Development of Security and
Audit module
1.61
Development of Data Migration
Scripts
0.93
Testing and QA 5.84
Prepare Testing Procedure 1.00
Prepare UAT Test Cases 0.45
Testing and QA 3.06
Code Review 1.33
Source Codes Draft 0.18
Prepare Development
Environment for MoSD
0.18
Access to Source code for MoSD 0.00
Software Development Complete 0.00

N° Deliverables 1
(D-..) Months
1 2 3 4 5 6 7 8 9 ..... 20 TOTAL
Months
D-5
Task- 4: System Administration
and Configuration
11.10
Install Test Environment 11.10
Database Installation 0.19
Servers Installation 0.20
Installation of Reporting and
Other Tools
0.13
Configuration 0.26
Migration Current Programs 2.75
Conference Room Pilot 7.57
Preparing for Conference Room
Pilot
0.41
Conduct First Conference Room
Pilot CRP-1
0.65
MoSD Feedback 0.00
Customization Report 0.61
Customization 1.80
Conduct Second Conference
Room Pilot CRP-2
0.65
Fine Tuning 1.10
Prepare Operational
Documentation
2.35
Submit Operational
Documentation
0.01
Configuration / Administration
and Testing phase complete
0.00
D-6
Task-5: Capacity building and
knowledge transfer
8.79
Prepare Training Plan 0.25
Technical Training Assessment
needs
0.23
Training Manuals and Medias 0.40
Technical Training 3.14
Source Code Training 0.90
Super User Training 0.83
End user Training 1.25
Administration Training 0.98
Other Training Manuals and
Media's
0.82
Training and Onboarding Phase
Complete
0.00
D-7
Task-6: Develop a standard ICT
Environment and Policies
6.75
Building Production
Environment
0.51

N° Deliverables 1
(D-..) Months
1 2 3 4 5 6 7 8 9 ..... 20 TOTAL
Months
Refresh Testing Environment 0.51
Refresh Development
Environment
0.58
Change management Plolcy &
Procedure
0.50
Security Policy 0.42
Disater Recovery Policy 0.42
DevOps Best practices 0.76
Backup and Restore Procedure 0.60
Data Migration from CTP 1.00
QA and Test 0.93
Cut-over for go-live 0.21
Final test 0.33
Go-Live 0.00
D-8
Task-7: System Support and
Maintenance
9.61
Sample SLA Document 0.18
Supprot Procedure 0.15
Suport Portal 0.08
Support Period 9.21
1 List the deliverables with the breakdown for activities required to produce them and other benchmarks such
as the Client’s approvals. For phased assignments, indicate the activities, delivery of reports, and benchmarks
separately for each phase.
2 Duration of activities shall be indicated in a form of a bar chart.
3. Include a legend, if necessary, to help read the chart.

Form TECH-6 Team Composition, Assignment, and Key Experts’ inputs
N° Name Expert’s input (in person/month) per each Deliverable (listed in TECH-5) Total time-input
(in Months)
Position D-1 D-2 D-3 D-4 D-5 D-6 D-7 D-8 Home Field Total
KEY EXPERTS
K-1 Luay Amin Project Manager [Home] 0.39 0.60 0.72 1.60 0.38 0.48 0.65 0.74 5.56 5.56
[Field] --
K-2 Omar Qattow Software Analyst [Home] 0.58 0.69 0.70 0.70 0.64 3.31
3.31
[Field]
K-3 Diyaa Awwad Software Analyst [Home] 0.43 0.49 0.92
0.92
[Field]
k-4 Moaead Yahya Data Migration
Expert
[Home] 0.35 0.51 0.69 0.40 0.50 0.49 2.94
2.94
[Field]
k-5 Naser Kalloub Data Migration
Expert
[Home] . 0.45 .30 0.75
0.75
[Field]
k-6 Diyaa Awwad Software Architect [Home] 0.13 0.34 1.19 1.66
1.66
[Field]
k-7 Aubai Abu Saada UX Expert [Home] 0.73 .74 0.17 0.28 0.04 1.96
1.96
[Field]
k-8 Ameen Al-Qattow Front End Developer [Home] 0.81 1.75 0.25 0.95 0.04 1.32 5.15
5.15
[Field]
k-9 Mohammed Alastal Front End Developer [Home] 1.57 1.57
1.57
[Field]
k-10 Duaa Saleh Back End Developer [Home] 0.47 2.37 0.80 0.50 0.50 1.32 5.96
5.96
[Field]
k-11 Abd Alrahman Manasrah Back End Developer [Home] 2.30 0.43 0.44 0.40 3.57
3.57
[Field]
k-12 Ahmad Al-Madhoun Integration Engineer [Home] 0.05 0.52 0.55 0.17 1.29
1.29
[Field]
k-13 Tamer Almurshidi Mobile Developer [Home] 0.42 2.02 0.25 0.45 0.02 0.66
3.82
[Field]
k-14 Loai Fraija Software Security [Home] 0.06 0.60 0.81 0.40 0.27 0.67 0.71 3.52
3.52
[Field]
k-15 [Home] 0.64 1.32 0.32 2.28 2.28

N° Name Expert’s input (in person/month) per each Deliverable (listed in TECH-5) Total time-input
(in Months)
Position D-1 D-2 D-3 D-4 D-5 D-6 D-7 D-8 Home Field Total
KEY EXPERTS
Yahya Khdair Web Infrastructure
Expert
[Field]
k-16 Mohammad Hathaline Trainer / Technical
Writer
[Home] 0.26 0.65 0.39 1.07 0.40 0.05 2.82
2.82
[Field]
k-17 Yaser Abu Znaid Scrum Master [Home] 3.30 0.37 0.23 0.69 4.59
4.59
[Field]
k-18 Ahmad Jad QA & Tester [Home] 1.63 0.67 0.11 2.41
2.41
[Field]
k-19 Mousa Abu Halaweh Team Leader [Home] 0.43 0.46 0.58 2.17 0.54 0.71 1.25 0.03 6.17
6.170
[Field]
k-20 Murawweh Daher System Engineer [Home] 0.04 0.30 1.60 0.22 0.30 0.78 0.76 4.00 4.00
[Field]
Subtotal 64.81 64.81
NON-KEY EXPERTS
N-1 Nidaa AlQattow Logistic [Home] 0.76 0.76 1.31 1.75 0.82 0.65 0.25 1.35 7.65
7.65
[Field]
N-2 Hamdi Abu Arayes Logistic 1.53 1.53
1.53
N-3 Ahmad AlQattow Implementer 1.67 1.70 1.50 1.37 1.37 7.61
7.61
N-4 Mohammad Hathaline Implementer 1.70 1.08 2.78
2.78
Subtotal 19.56 19.56
Total 83.82
1. For Key Experts, the input should be indicated individually for the same positions as required under the Data Sheet ITC21.1.
2. Months are counted from the start of the assignment/mobilization. One (1) month equals twenty two (22) working (billable) days. One working (billable) day shall be not less than eight (8)
working (billable) hours.
3. “Home” means work in the office in the expert’s country of residence. “Field” work means work carried out in the Client’s country or any other country outside the expert’s country of
residence.
Full time input
Part time input

Compliance to TOR
Table 5. Assessment of needs and condition, and potential eligibility
Req-id Requirement Bidder Comments
1. The system shall support estimation of the household
well-being by using the PMTF weights and variables shared
by MoSD.
Yes,
2. The system shall provide a facility to compare the
estimated welfare with thresholds provided by MoSD to
classify households as economically extreme poor,
economically poor or non-poor
Yes,
3. The system shall provide a facility to support estimation of
other multi-dimension indicators using the formula
provided by MoSD.
Yes, and will develop dynamic
parameters
4. The system shall provide a facility to assess potential
eligibility to MoSD programs based on the eligibility
criteria for each service/program provided by MoSD.
Yes
Therefore, for all compliance sheets, Bidders shall comment on their understanding and how
they intend to build the solution that will comply with each requirement.
1.
Social Registry System shall act as the one-stop-shop or
the gateway to all services that an eligible family can get.
There is no need for an applicant to go through a similar
intake process with several different organizations or case
workers in order to receive benefits or services. The aim is
to enable getting the same information once and used by
different organizations, programs and service providers.
Yes, we did similar assignment
with Citizen Cervices Centers in
municipalities, where we used
unified citizen profile, connected
all related services to it, and we
used dynamic workflow and
dynamic forms
2.
The system shall support the following activities in the
intake process:
• Triage
• Screening
• Intake Application
• Referrals
During the intake process case managers start by
identifying the citizen needs then identify the best way to
proceed with the citizen (triage). This is usually resulting in
referring the citizen to one of the following actions:
• Refer the applicant to an external agency or
community service
• screen the applicant for eligibility
• take an application for a program
• Open Emergency case
Yes, we already developed similar
functionalities.

3.
The system shall support recording the applicant request.
Typically, applicants approach the case manager with a
specific need (service or program). Recording this request
might be used as an indicator to how much they know
about the services. [How much the triage made by the
case manager is different than the applicant request]
Yes
4.
Assessment of needs and conditions
The system shall support estimation of the household well-
being by using the PMTF weights and variables; compare it
with the with thresholds provided by MoSD to classify
households as economically extreme poor, economically
poor or non-poor.
Yes
5.
Potential eligibility screening and processing
The system shall provide a facility to define the eligibility
criteria for each service/program. Once the case manager
finishes the capturing of the initial data from the applicant
the system shall process the information and suggests to
the case manager which programs or services are
potentially illegible to this applicant. Final decision should
be made through the approval cycle for each type of
services and after conducting the comprehensive
assessment to this case.
**Refer to in-take business processes in the Annexes
[targeting phase]
Yes
6.
The system shall allow the case manager to search for the
citizen before adding it to the system.
Yes, the citizen registration based
on ID_No, or any unique identifier
7.
The system shall keep different entities for a person. First
entity in the social registry database called targeted person
and the second in the case management system called
“beneficiary”. A beneficiary is any a person who enrolled in
one program or get benefits from a provided service.
However, common data between these entities (e.g. name,
gender, DOB,..) shall be kept only in the SR database.
Yes
8.
The information in the social registry shall be available to
external or internal applications through web services. Only
authorized applications can get the information.
Yes
9.
The social registry system shall cover all the information
listed in table (4) in addition to support the ability to add
new data about different types of personas such as
1. Disabled persons profile
2. Elderly persons profile
These profiles should be maintained in the Social Registry
and used in current and future cases as well as for business
Yes

analytics. This also will enable the system to collect data
from additional two possible sources
1. Outreach data targeting an area or cluster of families.
2. Self-registration through online self-services
10.
Every citizen stored within the social registry or beneficiary
database shall have single unique identifier. For example,
ID Card Number. Multiple identifiers shall be allowed but
only one unique identifier should be used to integrate
social registry database with case management database.
Yes
11.
Users shall be able to search and find a citizen by any field
in the profile before creating a new record in the system.
For example
• By idcard number
• By name [first, family, complete name]
• By location
• By age range – if allowed to view this information
• By type of services
** Refer to dynamic reports and queries in the non-
functional requirements section
Yes
12.
The system shall allow the case manager to collect different
types of evidence from the citizen. Information can be
verified by documents such as birth and medical
certificates.
Yes, we developed module to add
required and optional
attachments, directly from
computer folder or from scanner
13.
The system shall provide the case manager with a list of
evidence types to choose from.
Yes, can add dynamically by
administrator
14.
• For each evidence provided, the system shall provide a
facility to mark if the evidence is verified or not and the
mean of verification. Verification methods may include
• Site visits
• Phone calls
• API request to another agency electronic services
• Not clear
Yes, can be added dynamically by
workflow process
15.
• For each evidence the system shall show the status of
verification [verified or outstanding] and verification date
and by whom
Yes
16.
• If verification of an evidence should be done through a site
visit, the System shall enable the case manager to create a
site visit task.
Yes (add-hok steps to workflow)
17.
• Creating a site visit task includes:
• Task-id
• Created by
• Visit planned date
• Visit purpose -defined list
• Visit participants [ Name od case workers,
beneficiary and other participants…]
• Visit actual date
Yes

• Visit status [Done, Delayed, cancelled]
• Visit notes
• Visit checklist
• Site name
• Site location
• Visit preparation notes
• Visit attachments
• Attach an assessment form or eForm which is
uploaded to a mobile application or printed on
paper
•
18.
• The system shall allow for logging a call with any
participant [beneficiary, service provider, sponsor,]. A call
record at least should include:
• A summary of the discussion
• Date of the call
• Participants list
• Follow up items
•
Yes
19.
• System shall enable a case manager to define all
assessment forms for future use during any stage in the
intake processes. User can access or reach these
templates through global search by browsing their
directory.
• ** For more details see the eForms requirements section]
Yes, we developed dynamic
forms, which we will enhance it to
comply with ToR requirements
20.
• The system shall allow for defining a task to be carried out
by the case manager or assigned to another case manager.
A new task definition shall at least include the followings:
• Task-id
• Task type – predefined list
• Task subject
• Due date
• Assigned To [single person, multiple persons or a
role]
• Related Beneficiary
• Related case if opened
• Task status
Yes
21.
• The system shall allow for defining an Event. An event is an
activity that might be connected directly with specific
applicant or family such as outreach event, campaign
event or general meeting with targeted families or
conference meeting. A new event definition shall at least
include the followings:
• Event-id
• Event type – predefined list
• Event subject
• Start Due date and Time
• End Date and Time
• Assigned To [supervisor]
• Related Beneficiary if applicable
• Related case if opened
• Location
Yes

• Event status
22.
• System shall allow a case manager to search for
assessment forms based on their categories or sections
Yes
23.
• System shall allow a case manager to conduct the
assessment without site visit- preliminary assessment by
filling the intake forms directly on the system.
Yes
24.
The system shall provide a facility to print the complete list
of evidences or missed documents or only the outstanding
ones which shall be provided by the applicant.
Yes
25.
• Filling in the intake forms directly on the system shall
follow an application filling approach where the user shall
be able to save each section separately. After filling all
sections, the user shall be able to submit the assessment
for review. After reviewing the assessment data by
another user, the assessment data shall be enabled for
submission.
Yes
26.
• The system shall automatically create a review task for the
case manager supervisor to review the assessment data.
The case manager shall be able to assign the review task to
a different case manager if the supervisor is not available
Yes
27.
• All assigned tasks shall be displayed on the case manager
dashboard
Yes
28.
The system shall enable the case manager to track the
progress of the application by
• Providing Progress Reports
• Visually showing the progress of the application
based on its current state in its life-cycle Progress
Tracking
Yes
29.
The system shall allow the case manager to book the
assigned tasks to her calendar using the built-in calendar
system.
Yes
30.
• The System shall allow the case manager to print the
preliminary assessment answers on the site visit forms.
The system shall allow the case manager to confirm or
append the previous answers without deleting them if the
case manager is using the eForms
Yes
31.
Eligibility requirements also requires the applicant to
provide supporting documents. Current system, gathers
and shows all the required supporting documents. This
feature is required to make sure that the applicant is
aware of the needed documents and that the system has
better control on the data input
Yes
32.
The system shall be able to print a list of missed
documents and provide them to the applicant
Yes
33.
The system shall provide a facility to upload and scan
applicant documents into the system. While uploading the
documents the system shall enable the user to link the
document to a specific section of the profile or define its
category with additional metadata.
Yes
34.
The system shall not allow the deletion of any saved
document. The system shall allow adding a new version
Yes

and disable the old one. The system shall keep a record of
the user who did the old and new uploads
35.
At the intake stage the intake case manager shall be
allowed to determine the type of intake being received.
The system shall allow the case manager to select from
existing templates a specialized data collection form to
record the data related to this intake such as:
• Cash Transfer: Provided for poor families.
Eligibility is calculated based on the PMTF
equation. [ see appendix for more details]
• Emergency Assistance: provided for a poor family
exposed to sudden incidents such as natural
events, occupation events,
• Non-cash services such as food, rehabilitation and
education. Provided for poor families (PMTF)
which at least has one marginalized person:
o Disable person
o Elder person
o Orphan
o Permanent sick person
• Academic education for a blind person: provided
for who is in age between 6 and 16 and the service
is provided by special centres only
• Vocational training and support: provided for
disabled persons in age between 15-35 and only
with movement disability. Provided by specific
training centres
• Training and rehabilitation: provided for females
between 3-13 and males between 6-16. Mental
disability only
• Battered Women Support: provided for battered
women coming to district offices or referred by
another agency
• Child Protective Services (CPS): Child protection
from abuse, bad treatment and violence: provided
for children below 18 years
• Child foster care: provided for unknown parentage
children.
• Youth Rehabilitation Center: provided for persons
who belong to poor families and their children are
dropping-out from school. Age between 13-17
years
• Health Insurance: provided for a person from a
poor family and has permanent illness
• Food Support: provided for a poor family
• School Exemption: fees exemption for students
belonging to a poor family receiving MoSD cash
services, student is attending school (no drop-out)
• Orphan care center: Refer an orphan to child care
center
• Customs Exemption
Yes

• Information and Referral (I&R) intake
• Inter-jurisdictional (IJ) - If the person is requesting
to transfer a child to the intake worker's
jurisdiction (e.g. move a child from one jurisdiction
to another)
• Unknown: If the type of intake is unknown at the
initiation of the intake
36.
• The system shall allow the intake case manager to provide
recommendation to screen in or screen out the intake.
The recommendation shall be received by a supervisor
who may approve the intake recommendation. If the
supervisor does not agree with the intake
recommendation, the intake supervisor may return the
intake to the intake case manager for re-work, or simply
make the necessary changes and override the initial intake
recommendation.
Yes
37.
During the in-take process information about several
participants might be needed. A participant is a person
who plays a role or take responsibility during the intake
process. Different people might have different roles such
as:
• Child: Alleged victim, alleged maltreater
• Parent: Guardian
• Relative: Sponsor
• Family member: caregiver
• Anonymous: reporter
• Collaterals: reporter
• Agency: Service provider
• Neighbour: reporter who contacts the child
welfare agency to report an incident, suspicion of
abuse/neglect, or request services.
• Therefore, the system shall provide an ability to add all
participants and their roles during the in-take process.
Roles shall be selected from pre-defined lists.
Yes
38.
During the intake process, relationships may also be
captured. The system shall support establishing
relationships based on the individual identity and associate
the individual with others through bi-directional
relationship types (i.e., spouse, parent/child,
employer/employee/sponsor/guardian). Some
relationships shall be grouped together under one type
such as household or family to be able to group all people
having family relationships together. Relationships shall be
selected from a pre-defined list.
Yes
39.
The system shall allow a case manager during the in-take
process to have a holistic view about all the members of
the household. This is important to detect that if a
member of a family is applying to a service, then the case
manager will be able to find out if other family members
are receiving services.
Yes

40.
Filling the in-take form shall be automated as possible
either by filling data previously known in the system and
by following a step-by-step (wizard-style) to complete the
data step-by-step.
Yes
41.
To implement a centralized system for social registry, the
system shall support validating the data from other
administrative repositories. The new model shall be built
around a person record. A person profile shall be replicated
from Ministry of Interior citizen records where updates on
this record shall be handled through web services. Updates
might include
o Marital status changes
o Address changes
o Life status changes
o New born
Yes
42.
The System shall allow only authorized users or systems to
access the social registry data. All sections in the social
registry shall be accessed through Access control levels
(ACL). For example, family information has different levels
of access
Section Privileged to
<Roles>
Access Level
Demographic
information
Case
Manager
Read/Write
Demographic
information
External
Application
Read only
If demographic data has different access level than the
system shall allow grouping information by different sub-
sections.
Yes
Table 5. Intake types
ID Service and Eligibility
1. Cash Transfer
Provided for poor families. Eligibility is
calculated based on the PMTF
equation.
2. Emergency Assistance: provided for a
poor family exposed to sudden
incidents such as natural events,
occupation events,.
3. Non-cash services such as food,
habilitation and education. Provided
for poor families (PMTF) which at
least has one marginalized person:

Disable person
Old person
Orphan
Permanent sick person
4. Academic education for a blind
person: provided for who is in age
between 6 and 16 and the service is
provided by special centers only
5. Vocational training and support:
provided for disabled persons in age
between 15-35 and only with
movement disability. Provided by
specific training centers
6. Training and Habilitation: provided
for females between 3-13 and males
between 6-16. Mental disability only
7. Battered Women Support: provided
for battered women coming to
district offices or referred by another
agency.
8. Child protection from abuse, bad
treatment and violence: provided for
children below 18 years
9. Child foster care: provided for
unknown parentage children.
10. Youth Rehabilitation Center: provided
for persons who belong to poor
families and their children are
dropping-out from school. Age
between 13-17 years
11. Health Insurance: provided for a
person from a poor family and has
permanent illness
12. Food Support: provided for a poor
family
13. School Exemption: fees exemption for
students belonging to a poor family
receiving MoSD cash services, student
is attending school (no drop-out)
14. Refer an orphan to child care center
15. Customs Exemption
16. Orphan Support

Electronic Case/Intake Forms Builder
The intake data requires an applicant or beneficiary to answer many questions. These questions
are not static and there might be a need to add new questions to collect more accurate data. For
example, if the current system is not collecting information about an allegation while screening
the child safety case, the case manager shall be able to add new questions under the allegation
section and collect related information. The system shall be designed to modify these questions
as deemed appropriate.
Therefore, MOSD need to update its intake process and case management workflows with new
data captured through dynamic and electronic forms (eForms). These forms and workflows can
be case-specific as well as department-specific. The process of creating a new form should be
easy so non-technical case managers can create and update existing forms. Following table
summarizes the requirements that should be supported by this module
1. Case Manager shall be able to create new form
without any coding
Yes
2. All forms shall be mobile-ready out of the box Yes
3. System shall support using different question types
such as:
1. Multiple choice
2. Dropdown
3. Rating scale
4. Star rating
5. Net Promoter Score-NPS
6. Slider scale
7. Ranking
8. Matrix choice
9. Matrix dropdown
10. Single line
11. Multiple lines
12. Open-Ended Requests for an Answer
13. Rubric Matrix
Yes, the marked types already
developed, in addition to
1. Header
2. Number
3. Date
4. Creating a new form includes the following
General configuration
• Form name
• Form category
• Form Title
• Enable CAPTCHA to prevent automatic
creation
• Choose form language
• Add section and give a name to a section
• Add a header to form
• Add a footer to a form
• Maintain a status for the form [ New,
Approved, published, closed] [ closed cannot
be used to create new instances from it. While
the form is not published it is possible to edit
the form content
• Welcome page and description
Yes

• Add a logo to form header
5. Question Configurations
• Make this question mandatory
• Provide a question hint
• Add a limit to Text size [number of characters]
• Dynamic parameters – ${param-name}
• Prepopulate answer using Value from URL
parameter or query string or variables
• Change the order of choices
• Add 'Comments'
• Choice display format vertical /horizontal
columns
Yes
6. When a user fills out the intake form, the submitted
data should be directly reflected in the SR database
and available for direct reports or analytics
Yes
7. When the case worker initiates an intake process the
system shall be able to pre-fill the form for all reusable
fields such as name, email, phone number, and
address. Also all lookup tables should be pre-populated
with their values by default.
Yes
8. The system shall support conditional logic (skip logic)
where the system shows or hides questions based on
someone’s previous answers. Conditional logic work
for showing additional questions when a user chooses
a specific answer or skipping pages in a multipage form
depending on user answers
Yes
9. The system shall support firing triggers based on user
response. Triggers include
• Trigger Emails
• Send an email automatically when a response
is submitted
• Trigger Function
• Set up scripts that run when a response is
submitted
• Webhook
• Receive notifications in your server or app
whenever a response is submitted
For each field in the form the system should allow for
implementing the following logic
If the value of the filed equals <value> then the system
fire a <trigger> to do <action>
Yes
10. The system shall provide a facility to support theme
editing. The Theme Editor lets a user change color,
fonts, fields, and spacing.
Yes
11. If the intake form is long, the system shall support
building it step-by-step (section/page) by enabling the
form builder to group related questions into sections
or steps
Yes
12. During the data collection, the system shall enable the
case manager/users for online or email forms to track
their progress by including a progress bar on the form
to prevent those people from dropping off.
Yes

13. To start a new intake data collection, the case manager
shall be able to use a default template or choose from
the template’s library. A case worker shall be able to
search for a template and the system shall show the
most frequently used form types. Once the template is
selected, the case worker can fine tune it and be able
to save a new template based on that.
Yes
14. By default the system shall have ready to use template
designed by expert case workers like: - Progress
Notes, Initial Assessments, comprehensive assessment,
follow-up notes , approval forms.
Yes
15. When creating new form or template, the system shall
support creating the form by drag-and-drop questions
from the questions bank. The system shall allow adding
questions to the form from previous templates. Each
question shall have a unique identifier to enable
analytics and reporting. A case worker can create a
question from scratch or import questions from a
question library that contains hundreds of common
intake questions grouped by category.
Yes
16. System should support multi-lingual Forms [ At least
Arabic and English]. For Arabic (default) all forms
should be right-to-left (RTL).
Yes
17. The system shall allow case managers to collect offline
form submissions from any location in case of no
internet connection, and later to be able to sync
submitted data as soon as a case worker connects to
the internet again.
Yes
18. Case managers shall be able to pull up their eForms on
their smart phone or tablet
Yes
19. The system shall ensure the form data integrity, and
prevent unauthorized persons from accessing forms
data
Yes
20. System shall enable a case manager to add a password
to the form to be able to share it with a single or
specific group. Anyone trying to access the form will be
shown a popup asking for the password before they
can proceed.
Yes
21. The system shall provide a reporting facility that
enables the case manager to analyse the collected
data. System shall provide report building capabilities
for crunching forms data into more simple format and
make it available for visualizations or data warehousing
Yes
22. System shall support viewing forms data once it is
submitted (Real-time Reports)
Yes
23. System shall support filtering some questions or
responses to create custom reports
Yes
24. System shall enable the case manager to select which
questions should be included in the report
Yes
25. System shall provide the ability to build Cross-tab
Reports to show relationships between responses to
different questions
Yes

26. The system shall support sharing these reports with
other case workers or groups.
Yes
27. System shall support the ability to export the report
data using Multiple Export Formats. including excel
spreadsheets, CSV, PDF, and SPSS
Yes
28. System shall provide the ability to create visual reports
by displaying the data in charts graphs and grids
Yes
.

Portal
A one-stop online portal allowing users to look for information on social services. Users can look
for social services according to target group, program type, area and service provider. Portal user
can for example can find the daycare center for seniors nearest one's home through the portal
or look for information on eligibility for a service and service rates or subsidies. The portal is the
main user interface for the following type of users:
• Citizen/Beneficiary/Targeted people
• Service providers
• Public and Guest users
• MoSD workspace
Citizen Self-Services Portal
1. The portal shall provide an efficient and user-
friendly interface for applicants to fill out, sign and
submit Intake Forms online for the following self-
services:
1. View a list of services and programmes
2. Apply for a service
3. Fill intake form
4. Lodge a complaint
5. Monitor application status
6. View self-information
7. View payment status
8. View statement of Account -SOA
9. View service eligibility
10. View service requirements
11. Upload a document
12. View visits schedule
13. View complaint status and feedback
14. View a catalogue of all services provided by
MOSD
15. Ability to report a change [intake or case
information]
16. Download application forms for offline
transactions
17. Asks for eForm to be sent to the applicant
email
18. Find information about service providers [
service types, location and contact
information]
19. Find information about service providers
who are approved by MOSD showing the
service offering approval criteria, region of
services and their rates
Yes
2.• New and existing beneficiaries can self-schedule
appointments based on staff availability. Asking for
Yes

an appointment shall be approved by the case
manager. This also could be recorded into the
system manually for persons who prefer to ask by
phone or through site visit
3. An applicant request for change shall be subject to
approval by a case manager before take effect on
the system
Yes
4. The portal shall provide citizens and all type of
users with enough guiding information on how to
sign-in, sign-up, search and how to use the portal.
At least online videos demonstrating how to use
the portal should be available in Arabic instructions
Yes
5. The system should provide an ability to sign-up and
sign-in to the portal
Yes
6. The system shall allow a citizen to reset or change
sign-in password
Yes
7. The system shall provide a facility to confirm user
identity before granting access to the system. For
example, using identification number and an SMS
message to citizen mobile to confirm the identity.
Yes
8. The system shall support 2-factor authentication
before allowing a citizen to inquire about private
information
Yes
9. The system shall log all transactions done by the
citizen or a user on the portal
Yes
10. The portal shall have different levels of data
security
• Public
• Shared with MOSD
• Private- only accessed by the service
provider
Therefore, the portal shall provide a mechanism to
encrypt the data and only allow specific roles to
decrypt the data
Yes
Service Providers Portal
This workspace is dedicated to service providers and their users. One of the main advantages of
having this portal is to support service providers who cannot have their own IT solution and can
use the portal to run some of their operations through this portal. A service provider portal runs
based on the Software as a Service (Sass) solution that could be given or rent to service
providers.
1. The service catalogue for self-services include the
followings
1. Register as a service provider
2. Define a new service
3. Define Provider complete profile (areas of
practice,
4. Define service provider users
5. Reply to referral requests
Yes

6. Define services rates
7. Manage provider contracts
8. Fill case notes (eForms)
9. Lodge a complaint
10. Monitor and update service status and
progress
11. View self-information
12. Submit invoices (bills)
13. Submit attendance rosters
14. View payment status
15. View statement of Account -SOA
16. Define service requirements
18. View visits schedule
19. View a catalogue of all services provided by
MOSD
20. Maintain nformation about service
providers [ service types, location and
contact information]
21. Provide a list Service provider approved by
MOSD
2. Service provider shall be able to select which
categories of services they can offer:
• Counseling (face-to-face or online)
• Assessment
• Reporting
• Consulting
• Training
• Supervision
Yes
3. Service provider shall be able to define the pre-
requisites for each provided services, conditions,
constraints, payment terms, fees and capacity
Yes
4. Service provider shall be able to select which
categories of beneficiaries and issues they can
work with like:
• Beneficiary: Children
• Issues: Abuse
• Specialization: Adoption Services
Yes
5. Portal shall have a resource link to provide service
providers with downloadable forms like
• Consent form
• Contract form
• Service Level Agreement
• Sample business plans
• Consulting Agreement Templates
Yes
6. The service provider shall be able to issue bills to
MoSD and reconcile with amounts transferred to
banks
Yes
7. For each service provider the portal shall enable
the service provider to add the following
information to the portal
Yes

ii. Facility information
iii. Staff information
iv. Service catalogue
v. Competencies and specialization
vi. Service requirements
vii. Location
viii. Service Package: a single contract
might cover more than one service
provided to a beneficiary
8. The portal shall keep the service provider data
secure and give grant access to people assigned
by the service provider. It is totally restricted to
share data private information among service
providers
Yes
9. If the service provider has contracts and is
handling cases referred by MOSD, the portal shall
have different screens to handle contracts, cases,
payments and beneficiaries.
Yes
MoSD Portal
MoSD is also a service provider and runs many programs internally as shown in MOSD
organization structure. MoSD will use the portal as one-stop-shop. In addition to all the
capabilities enabled to a service provider, the system shall enable MoSD to do the following
capabilities:
1. The system shall provide a dashboard to view all
activities done by all service providers, citizens
and internal users. A dashboard shall provide at
least the following views:
• Number of applications with ability to drill
down to the details using a grid view
• Number of int-take forms
• All activities shall be shown on map view
showing the location of citizens and the
type of activity done (case, in-take form,
complaints.)
• Ability to export the dashboard view into
excel, CSV or pdf file format
• Number of open tasks distributed by
department
• Number of open tasks pending citizen
information
• Number of open tasks waiting for service
provider action
• Statistics showing summary of activities in
a period
Yes
2. System shall enable MoSD to do the following
activities:
1. Register as a service provider
Yes

2. Add a service provider to the system
3. Record requests from external parties to
become service providers
4. Define a new service
5. Fill a service application
6. Fill an intake form by a case manager
7. Monitor application status
8. Define a service eligibility
9. Define a service requirement
11. Add visit schedule
12. Maintain complaints and feedback
13. Add changes to citizen profile
14. Follow up citizen requests
15. Approve service provider requests
16. Ability to work on case management from
the portal
17. Handle all case management activities as
described in the case management
section
3. Portal shall enable end users to register for
getting notification based on some types of
events.
Yes
4. Portal shall include a secure Search engine,
enabling users to search content and receive only
those results that they are authorized to receive.
Yes
5. System shall enable the retrieval of documents
based on criteria specified by the end user
Yes
6. Enables the case manager to track new or
changed information in different areas of interest,
with the ability to draw or generate a data lineage
report per beneficiary
Yes
7. Geographical search. The portal will contain a
geographical search functionality, which visualizes
search results using open maps API such as
Google Maps. Users can enter search queries and
use filters to limit the amount of search results
returned.
Yes
8. Timeline search. The portal will feature a timeline-
based search, which will provide a temporal
search experience. To enable this feature, all
transaction types shall have unique identifiers and
all transactions shall have temporal information
(e.g. timestamp and transaction date). Users can
enter search queries and use filters to limit the
amount of results that are shown on the timeline
Yes

Case Management System
The Case Management system manages the intervention process: The assessment, planning,
intervening, follow up and termination. A case is a collection of notes and intervention
information for a Beneficiary. A case is like a file folder for a beneficiary’s intervention
documentation (Initial Assessment & Diagnostic Codes, Progress Notes, activities and plans, etc).
A case provides a higher level of privacy for a beneficiary’s information separate from their
detail’s information. Sometimes the beneficiary can have multiple cases
Functional Requirement
9. A case is a project that starts and finishes over
time to resolve a problem.
Yes
10. Create. The System shall maintain a full life-
cycle for a case. Possible statuses for a case
are:
• New
• Assigned
• Pending acceptance
• Pending information
• Accepted/Rejected
• Planned
• Referred
• In progress
• Terminated
• Closed
Yes
11. The System shall allow a case manager to add
an external identifier to a case if the case is
referred by an external party or system
Yes
12. Creating a case shall follow an application
process. A case manager shall be able to save
the case information incrementally, either by
using a wizard approach or by dividing the
information into logical sections that can be
temporarily saved. The phases and activities of
each phase are presented in the business
processes annex.
Yes
13. If the case is accepted then a comprehensive
assessment is conducted by the case manager.
The system shall allow conducting the
followings activities:
• Integrate all the preliminary case data
generated during the in-take and
eligibility determination into the case
data
• Support data collection about all needs
• Enable the case manager to define and
classify the beneficiary challenges.
Yes

Challenges are grouped according to
their types (e.g. family conflict,
economic, health, education,
adaptation.]
• Support data collection about potential
risks and opportunities. A case manager
identifies strength areas and classify
them using a resource types (e.g.
experience, competencies, social
network, financial…]
• Ability to prioritize all needs
14. The system shall support building in-take
dynamic forms to collect the needs data.
eForms initially shall be designed to collect the
following information:
• Disability needs
• Elder people need
• Housing needs
• College students needs
• Medical assistant needs
• Employment needs
• Development needs
• Other needs as they develop for
different case types
Yes
15. The new system shall enable the case manager
to define new types for
• Need type
• Goal Type
• Resource Type
• Strategy type or intervention type
Yes
16. Based on the identified needs, the system shall
allow the case manager to start working on the
intervention plan which includes
1.1 Objectives and their classification
[preventive, treatment,]
1.2 Strategies and their classification [short
term, long term, development,
treatment,]
1.3 Activities to implement the strategies
which includes
• Strategy
• Activities for each strategy
• Implementation agency
• Start date
Yes

• End date
17. The system shall allow the case manager to add
a follow up tasks which includes the followings
• Activity number
• Follow up date
• Classification
• Description
• Results and recommendation
• Attachments
Yes
18. The goals and activities assigned to different
needs shall be used to measure the progress
made in each case. Progress shall be presented
as
• Fully achieved
• Partially achieved with its percentage
• Not achieved
And with an ability to
• Attach an evidence for the progress
• A description summarizing the reasons
of the results
Yes
19. The system shall support viewing the action
plan developed by the case manager with its
expected timelines.
Yes
20. The system shall support drafting the initial
contract for the beneficiary by including the
action plan into the pre-defined contract
template
Yes
21. Once the action plan is completed, the system
shall reflect the plan tasks into the case
manager calendar.
Yes
22. If the case manager is working on multiple
cases, the system shall provide a consolidated
calendar for this case manager
Yes
23. The system shall support viewing the case
manager tasks in the case manager dashboard
to facilitate the follow up of the plan.
Yes
24. The system shall enable the case manager to set
reminders for task or mark them differently
based on their importance
Yes
25. During the implementation phase the following
main functions should supported by the system:
Yes

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