Business Case

1. Business Case: JHC Tenant Single View
Document Control
Document History
Version Date Status Amended by Summary of Changes
3.0 11
June
2023
Final Pasana
Mbonane
Distribution List
Name Position Department Comments
Carlene Petersen CX Manager CX
Jackie Tyobeka PA Manager PA
Management Approval
Name Position Representing Signed Date
Lindi Malinga CX Executive Sponsor
Tumi Pambo IT Executive Sponsor
Project The Tenant Single View
Sponsor Carlene Petersen
Project Manager Pasana Mbonane
Title IT Systems Analyst
Document Reference
Created by Pasana Mbonane
Creation Date 11 June 2023

2. Contents
Management Summary................................................................................. 2
1. Management Summary
The Executive Summary provides a concise overview of the JHC Tenant Single View
System business case, designed to assist the management team in making an informed
decision regarding the project. This summary highlights the key points from each
section of the business case, offering a comprehensive snapshot of the proposed
solution, costs, benefits, risks, feasibility, and recommendation.
Proposed Solution:
The JHC Tenant Single View System aims to enhance profitability, tenant retention,
tenant segmentation, and predict tenant churn. It will provide JHC staff with a
comprehensive view of tenant data, enabling better understanding and decision-
making. The system incorporates tenant management, profitability analysis,
segmentation, retention strategies, notifications, and a user-friendly single view
dashboard.
Cost Considerations:
The project entails initial development and implementation costs, including system
integration, staff training, and data migration. Ongoing operational expenses such as
maintenance and support are also taken into account. A detailed cost analysis has
been conducted to ensure a comprehensive understanding of the financial investment
required for successful implementation and operation.
Anticipated Benefits:
The Tenant Single View System offers numerous benefits to JHC. It improves tenant
profitability analysis, allowing staff to identify high-profit and low-profit tenants. The
system enhances tenant segmentation, enabling targeted strategies based on lease
type, business type, and unit type. It facilitates proactive tenant retention efforts,
reducing churn and increasing tenant satisfaction. The system also streamlines
communication, automates notifications, and provides a user-friendly interface for
efficient tenant management.

3. Risks and Mitigation Strategies:
Potential risks associated with the project have been identified and assessed, including
implementation challenges, data migration issues, resistance to change, and potential
disruptions to ongoing operations. Risk mitigation strategies, such as thorough testing,
stakeholder engagement, and change management initiatives, have been proposed to
minimize the impact of these risks.
Feasibility and Recommendation:
Based on the comprehensive analysis conducted, the JHC Tenant Single View System is
deemed feasible and beneficial for the organization. The project aligns with JHC's
strategic objectives and addresses key business needs, including profitability
improvement, tenant retention, and segmentation. The recommended course of action
is to proceed with the project, leveraging the identified benefits and risk mitigation
strategies to ensure successful implementation and adoption.
Conclusion:
The JHC Tenant Single View System presents a comprehensive solution to address the
organization's challenges related to tenant management. The proposed system offers
significant benefits, including improved profitability, tenant retention, and
segmentation. The management team is recommended to proceed with the project,
leveraging the feasibility analysis and risk mitigation strategies outlined in the business
case to ensure successful implementation and adoption.
Scope of Document
1.1 Introduction
This document represents a business case for the implementation of a Tenant
Single View (TSV) solution at JHC. This document fits into the project life cycle
as an essential component of this project by justifying the need for a TSV
solution and articulating its objectives, and areas of focus such as the Customer
Experience and Property Accounts Department where the solution will have a
significant impact.
Furthermore, the document outlines the scope of the solution and its
anticipated key drivers and expected benefits.

4. 1.2Audience
The Table below is a detailed list of stakeholders for this project.
Stakeholder Represented by Interest
Sponsor Carlene Petersen Interested in overall Solution
CX Lebo Mathata
Arnold Peters
Thabo Koma
Dudu Mnguni
Dru Munsamy
End Users interested in the functionality
of the solution
PA Jackie Tyobeka
Noxolo Malinga
Mahlodi Malane
Sibahle Msindo
End Users interested in the functionality
of the solution
Business
Analyst
Pasana Mbonane Document and manage all the
requirements for the solution
Testers Thapelo Moutlane
Thabang Phasiwe
Test the functionality of the solution
1.3Definitions, Acronyms and Abbreviations
Term Definitions
TSV Tenant Single View
CX Customer Experience Department
PA Property Account Department
1.4Related Document
DOCUMENT TITLE AUTHOR PATH
Business Assessment Presentation Pasana
Mbonane
Path or link where the document can be found
2 Business Background
JHC is a property company that was established in 2001. Over the years, the company has
grown to encompass 33 buildings with more than 4400 units. As part of its commitment to
improving profitability, tenant retention and predicting tenant churn, JHC recognized the
need for a solution that would provide visibility into tenant data.
A detailed Business Assessment Report document has been conducted to analyse the
current state of tenant management. This report has highlighted the limitations and
challenges faced by JHC in terms of not having comprehensive insights into tenant
profitability, tenure, and the ability to proactively manage tenant relationships.
The finding of the Business Assessment Report emphasizes the importance of developing a
Tenant Single View solution that consolidates tenant data from various sources and

5. presents it in a unified view. This Solution will enable JHC staff, particularly those in the
CX and PA departments, to understand tenants and make informed decisions to optimize
operations and customer experience.
2.1 Terms Of reference
 The project must be completed before the financial year end of 2024(30
June 2024)
 The project must meet the requirements `specified in this document.
 The budget must not exceed R300000.
2.1 Business Problems and Issues:
During the detailed information-gathering phase, several problems and issues were
identified, resulting in a need to implement the TSV solution. This section provides a
summary of the main problems and issues that were identified by our stakeholders.
a. Lack of Visibility into Tenant Profitability: The current tenant management
process at JHC does not provide a clear understanding of profitability. The
TSV solution aims to address this issue by consolidating financial data and
providing insights into tenant profitability.
b. Inability to predict Tenant Churn: JHC currently relies on the tenant
providing notice of moving out. This reactive approach limits JHC’s ability
to proactively address tenants’ issues, retain tenants and optimize
occupancy rates. The solution will look into tenant history, and behaviour
patterns and predict when will tenant churn.
c. Inability to tenant Tenure
3. Goal and Objectives
3.1 Goal
The unifying goal of the project is to enhance tenant management efficiency
and effectiveness. By implementing the TSV solution, JHC aims to streamline
the tenant management process, improve data accessibility, and enable data-
driven decision-making.
This holistic view will facilitate personalised customer service, support strategic
planning, enhance profitability, and enable proactive measures to address
tenant churn risk.
3.2 Objectives
Improve tenant profitability by 45 % after 3 months of implementation.
Reduce tenant churn by 50% after 3 months of implementation.
Reduce Cost associated with tenant turnover by 60% in December 2024

6. 4. Scope
4.1 Stakeholders
Stakeholder Interest Metrics
CX Will be the main user of
the system.
Require Training
Must have required
Functionality
Ability to perform their
work quickly,
efficiently, easily and
accurately
PA Will be the main user of
the system.
Require Training
Must have required
Functionality
Ability to perform their
work quickly,
efficiently, easily and
accurately
CX Manager Ability to extract
reports quickly
Access to accurate, up-
to-date information and
the ability to monitor
key indicators
PA Manager Ability to extract
reports quickly
Access to accurate, up-
to-date information and
the ability to monitor
key indicators
IT and Technical Ability to support Ease of operation and
support, reliability,
maintainability and
speed
Auditors Meet Auditors
requirements
Security, Integrity,
auditability, compliance
and reduction of risk
4.2 Business Area Scope

7. All Roles are in scope.
4.3 Solution Scope
The context diagram below shows all impacted stakeholders and how they will interact
with the solution, including those that are external; to the system but have an impact on
the solution
Tenant
Single
View
CXDepartment
PAAccounts
Search for tenant
View Search result
Update Tenant Detail
Tenant Details updated
View Account queiriesfor Tenant
Update payment for tenant
CXManager
PA Manager
Financial report
Profitabilityreports
CFO
PA Manager
PA Team
Leader
PA
Administrator
PA
Administrator
CX Manager
CX Team
Leader
CX Consultant CX Consultant

8. Figure 2: Context Diagram
4.5 Exclusions
The solution will not provide or include:
 Capturing new tenants
 CX processes unrelated to tenant management.
 Financial data are unrelated to tenant management.
5 Stakeholder Requirements Definition
5.1 Functional Requirements
The Following are the functional requirements that were identified during the
requirements elicitation workshop:
FR 1. Tenant Management
FR 1.1 Add New Tenant
FR 1.2 Remove Tenant from Records
FR 1.3 Update Tenant Dependents
FR 1.4 Update Tenant Address
FR1.5 Update Tenant Emergency Contacts
FR 2. Identification and Verification
FR 2.1 Capture Tenant ID/Passport Number
FR 2.2 Update Passport Expire
FR 2.3 Verify ID/Passport information.
FR 3. Contact Details Management
FR3.1 Update Tenant Phone Numbers
FR3.2 Update Tenant Email Addresses
FR3.3 Update Tenant Emergency Contact Information
FR 4. Subletting Management
FR4.1 Mark Tenant as Subletting
FR4.2 Track Subletting Activities
FR 5. Notes and Interactions
FR 5.1 Capture Notes after Tenant Engagements
FR 5.2 Associate Notes with Specific Tenant

9. FR 6. Query History
FR 6.1 View Tenant Query History
FR 6.2 Retrieve Previous Tenant Interactions
FR 6.3 Filter Query History by Date or Type
5.2 Informational Requirements
IR 1 Tenant Report
 This report includes tenant personal information, lease details, contact
information, and payment history.
IR 2 Tenant Query History Report.
 This report will show a list of all previous queries and interactions with tenants,
including the nature of the query and resolution.
IR 3 Subletting Tenant Report
 This report will show tenants who subletting per property.
IR 4 Occupancy Report
 This report presents the overall occupancy rate of the properties including vacant
units and occupied units.
IR 5 Compliance and Legal reports
 This report will ensure compliance with legal and regulatory requirements.
IR 6 Tenant Retention Report
 This report will show all tenants that we have managed to retain.
IR 7 Tenant Profitability Report
 This report will pull all tenants that we have classified as profitable.
IR8 Financial Report
 This report will show how all building finances are.
5.3 Non-Functional Requirements
NR 1. Performance:
 The System should respond to a user action within 3 seconds to provide a seamless
user experience.
NR 2. Usability:
 The System interface should follow standard UX/UI design principles to facilitate
user friendly interactions.

10. NR 3. Reliability:
 The system should have a minimum uptime of 99.9% to ensure uninterrupted
availability for tenant management activities.
 The System should perform regular backups of tenant data to prevent loss of
information.
NR 4. Security:
 The System should implement strong encryption protocols to keep safe sensitive
tenant information.
 The system should have audit trails.
 Access to tenant data should be restricted based on user roles and permissions
to maintain data privacy and compliance.
NR 5. Accessibility:
 The system should be available 24 hours a day and everywhere.
NR 6. Scalability:
 The system should be able to handle an increasing number of tenants
without comprising performance.
 The system should support horizontal scalability to accommodate future
growth and expansion.
NR 7. Compliance:
 The system should comply with relevant legal and regulatory authorities such as
data protection i.e. POPIA.
NR 8. Interface Requirements:
 The system should support touch screen interfaces for easy interaction in scenarios
like Kiosk at Buildings
 The System should provide a responsive web interface that adapts to
different screen sizes and resolutions.
6. Solution
 The Solution will be computerised.
 The reports will be produced using the browser interface on the JHC
intranet.
 All transactions will be in real-time.
 The Solution will be built with the DEV team.
 The Solution will be available via the JHC intranet, accessible anywhere
using the web browser.
 The solution is illustrated below with conceptual diagram.

11. 7. Expected Benefits
7.1 Benefits and Beneficiaries
 The below table shows the expected benefits of the solution both Tangible
and Intangible
Tangible Benefits
Beneficiary Benefit Metric Quantified
value
Probabilit
y
CX Reduction in
administrative
expenses
Current Cost of Signing
new leases, and phoning
new tenants = R2550
120 new
tenants
every month
@ R2550 per
tenant =
R306000 * 12
= 3672000
90%

12. PA Increased
Revenue
Current Cost of
Refurbishing unit after
the tenant moved out,
including cleaning and
all maintenance in the
unit =R8000 per unit
120 Tenants
moving out
every month
cost R8000
to repair unit
multiple by
120 per
Month
=R960000
p.m. * 12 =
R11520000
p.a.
90%
CX Lower
Marketing
Current Cost of
commission for Leasing
Agents = R650 for every
new tenant
120 Tenants
every month
@ R650 per
tenant
=R7800 p.m.
* 12 =R93600
p.a.
90%
JHC Compliance
Cost Reduction
Saving in Fines or
penalties by ensuring
we Comply POPIA Act
POPIA
violations
Fines are up
to R10000000
90%
TOTAL p.a.
Intangible Benefits
Beneficiary Benefit Metric Quantified
value
Probabilit
y
Tenant Improved
Customer
Satisfaction
Customer Satisfaction
Surveys
Increased
Satisfaction
Ratings
90%
JHC Improved
Organisational
Reputation
Positive word of mouth
from satisfied tenant
Strengthened
Brand Image
90%
JHC Employee
Satisfaction
Turnover Rate Decreased
Turnover
Rate
90%
JHC
Management
Comprehensive
Information for
decision making
Decision Making
Effectiveness
80%
8. Budget and Resourcing
8.1 Financial Cost Breakdown
 The below table shows the cost of the build a custom proposed solution:

13. Cost of building the Solution
 Estimated System Costs 
Typical System Costs Estimated Cost
Project Management
120 Hours Project Management @ R650/hour R 42 050
Analysis
40 Hours Analysis @ R400/hour R 16 000
Design
Data Modelling R390/hour * 12 hours R 4 680
Web Design R200 /hour * 16 hours R 3 200
Development
System Development R400/hour * 60 hours R 24 000
Code Review R400/hour * 20 hours R 8 000
Integration R400/Hour *15 Hours R 6 000
Licensing
Annual License Fees p.a. R 7 000
Testing  
Testers R 200 /hour * 15 Hours R 3 000
Quality Assurance R300/hour *12 hours R 3 600
Training
Administrators Training R250 /hour *8 hours R 2 000
Internal User Training R250 /hour * 8 hours R 2 000
Maintenance and Support
Cost of Support and Maintenance p.m. R 7 000
Total R 128 530
8.1.2 Cost of the other proposed Solution
 The table shows the cost of customizing our existing system of records.
Estimated System Costs
Cost Project
Software
Pricing Annual R 45 000

14. Project Set-up
22 hours @ZAR1650 R 36 300
Project Discovery
8 hours @ZAR1650 /hour R 13 200
Custom Fields Creation
Based on 7 Custom Fields R 55 000
UAT
30 Hours @ZAR1650 R 49 500
User Training  
16 Hours @ZAR1650 R 26 400
Consultancy
80 hours @ZAR1650/hour R 132 000
Project Management
36 Hours @ZAR2100 R 75 600
Total R 433 000
8.2 Other Resourcing Issues
 Below is the list of all the resources that will be available for this project
including external resources.
 This list for the custom build solution:
o Business Analyst will perform all Business analysis activities.
o Project Manager- Internal – Overseeing all project management actvities.
o Developer External Developer- will perform all development, code review
and integration work. Will train the staff.
o Tester-Internal- Will perform all testing functions of the solution.
o Quality Assurer-Internal
o Server Administrator.
9. Impact assessment and Risk Profile
9.1. Risk Profile
 The table below shows the project risk profile, probability, impact
and containment.
Risk Analysis template

15. Risk
#
Categor
y
Risk Probabilit
y
(1-10)
Impac
t
(1-10)
Risk
Facto
r
Risk
Containment
1 Functio
n
Scope Creep 3 5 15 Prevent: Clearly
define the
project scope
and get approval
from
stakeholders
Detect: Monitor
project progress
and identify any
deviations from
the agreed-upon
scope
Correct: Address
scope creep
through timely
communications
with
Stakeholders.
2 External Lack of
Resources
4 8 32 Prevent: Conduct
a thorough
resource
assessment
during the
project planning
phase.
Detect: Identify
Resource gaps
that could impact
he project's
progress
Correct: Take
proactive
measures to
address resources
shortage
3 Schedul
e
Project does not
finish on time
3 6 18 Prevent: Develop
a realistic
project plan with
clear deadlines
Detect: Identify
delays that could
impact the
project timeline.
Correct:
Renegotiate
deadlines with
relevant
stakeholders.

16. 5 Quality Lack of
Acceptance by
Users
3 7 21 Prevent: Conduct
thorough user
acceptance
testing to ensure
the system meets
their needs
Detect: Gather
feedback through
surveys.
Correct: Address
user concerns
and issues
prompt
6 Quality Downtime During
Implementation
4 8 32 Prevent:
Implement
preventative
measures such as
redundancy,
backup systems
and failover
capabilities.
Detect:
Implement
monitoring tools
to detect any
potential down
Correct: Develop
a detailed
implementation
plan with
schedule
maintenance
windows and
procedures for
quick recovery in
case of
downtown
7 Cost Project Cost
more than
expected
3 6 18 Prevent: Conduct
detailed cost
estimation during
project planning
Detect: Regularly
track project
expenses against
the budget
Correct: Identify
cost-saving
measures to bring
th e project back
within the
approved budget

17. Risk Factor:
1-5 Low
5-10 Medium
11-15 High
16-20 Very High
20-25 Critical
10.Feasibility Assessment
10.1 Cost Justification
 Below table shows cost benefits analysis CBA) with NPV and ROI that
determines the payback period, including Return On
Investment(ROI).
NPV Year 0 Year 1 Year 2 Year 3 Year 4
Cost of
capital
12.
00
%
Discount
factor
1.00 0.893 0.797 0.712 0.636
Developmen
t cost
(Incl.
Implementa
tion costs)
-R 128
530.00
Operating
Cost
R 910
000.00
-R 19
000.00
-R 20
000.00
-R 20
000.00
Benefits
derived
R 0.00 R 120
000.00
R 100
000.00
R 100
000.00
R 100
000.00
Costs (time
adjusted)
-R 128
530.00
R 812
630.00
-R 15
143.00
-R 14
240.00
-R 12
720.00
R 641
997.00
Benefits
(time
adjusted)
R 0.00 R 107
160.00
R 79
700.00
R 71
200.00
R 63
600.00
R 321
660.00
Net Benefit
(time
adjusted)
-R 128
530.00
R 919
790.00
R 64
557.00
R 56
960.00
R 50
880.00
Cumulative
Value
-R 128
530.00
R 791
260.00
R 855
817.00
R 912
777.00
R 963
657.00
NPV (4
years)
R 963
657.00
ROI (total) 150.10
%

18. Payback
period
3.7
years
 From the above table it is clear that to build the custom solution is
highly cost justifiable.
10.2 Other Feasibility Issues
10.2 a Time Feasibility
 We have sufficient time available to complete the project on
time.
 We have enough skilled resources to efficiently build the solution.
10.2 b Operation Feasibility
 The Solution addresses a specific need for managing tenant
information.
 It improves efficiency, enhances tenant satisfaction and will
improving customer satisfaction.
11. Recommendation
 Based on the analysis conducted and the evaluation of various factors, we
recommend proceeding to build a solution.