ARCHITECTURE DESIGN REVIEW (ADR) - MYESKOM OUTAGE MOBILE APP PROJECT LOGICAL ARCHITECTURE DESIGN - (LAD)
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Architecture Design Review (ADR)
MyEskom Outage Mobile App Project
Logical Architecture Design - (LAD)
Business Unit – Group IT
Presented by: Eliot Mthimunye
GroupIT - SEA
Date: 30 November 2020
Executive Summary
DECISIONS REQUIRED BACKGROUND Benefit to Eskom
SUMMARY:
• Approve LAD Improve Eskom reputation
The business request is to implement MyEskom
Outage Mobile Self-Service App that is easily
IMPLICATION accessible without the need to register as a user, or
does not have rigorous registration requirements. Improve public safety
The app will offer Eskom customers (both prepaid and
conventional customers) functionalities to manage
outage, meter and token problems easily in the Improved customer service
language of their choice.
The aim is to decrease the number of unnecessary Reduce Call Centre Call load
RISKS, ISSUES AND DEPENDENCIES calls that reach the contact centre whenever Eskom is
rolling out the load reduction where the network is over
• Risks loaded. This has caused huge volumes of calls in the
• Outdated customer information, making it difficult for telephony channel and caused low service levels. Report electricity theft
customers to register on the App
• No skill in the organization to update or rewrite the Eskom’s Channel Management strategic intent focuses Cost effective interaction for
current MyEskom to accommodate business request on moving as many interactions from telephony, sms customers
• Multiple and separate MyEskom Mobile apps are and email to self-service digital channels.
adding too much burden in the support and
maintenance environment The focus is predominantly centered on where
currently the largest interaction traffic exists, which is
• Dependences in the customer fault reporting service offered.
• Chatbot and Whatsapp / Social media network
• Constraints /Issues Target Users:
• Lack of willingness by the organization to transform Eskom customers and the general public
GOVERNANCE
digitally HISTORY
H
Prioritised Demand SCOT ADR EAB
Urgency
No
2021/02/01
N/A 2
Yes N/A 2
L
Submission History
Topic Content and current status
Previous
approvals Meeting Date Meeting Stage Gate Rev. Status
(Internal and
External)
12/10/2020 ADR AGA 1 Approved
12/10/2020 ADR SOAW 1 Supported
02/11/2020 EARC SoAW 1 Approved
02/11/2020 ADR LAD 1 Reviewed
30/11/2020 ADR LAD 1 This Submission
Minutes • Links to the Minutes
• ADR
• EAB
• EARC
Portfolio Catalog
Thabo Mashegoane Thabo Mashegoane
Contact Customer
Mangement Service
Management
MyEskom
Outage App
In evaluation
Name Description
Contact Management
Customer Service Management The Customer service management system supports the planning, operation and monitoring of
the provision of service to customers before, during and after a purchase. The management of
provided services as well as customer self-service and support blend of interactions are
supported.
Stakeholder Analysis Diagram
Work package catalog
Application Functional Decomposition
Guest user or D MyEskom Self-
no registration service Outage
user Mobile App
D D D D
Outage Case logging information Off-line usage Online - Case Vending token
Information: and flags used during /No data information: information:
case based reasoning: connection:
D View /Get Report supply D D Troubleshoot supply D View cached D View historical D Resolve
outages related issue before case logged outage case data prepaid meter
emergencies information problems
D View / Get Supply the D D Log an Isolated D View POS data D View feedback D Searching for
Outage location of an Eskom Fault for cases the affected
Causes emergeny logged prepaid meter.
D Report D Use GPS data D View Eskom D Search for and D Re-issue token
resolved and device's contact view cases based details for the
Outage mobile number information on case reference meter
D Inform customer D Manually D View historical D Search for and D View token
of a “fault” on the supply location case data view cases based details for the
line information on a meter... meter
D
D Search by location, D View Search for and Load shedding
street address, troubleshooted D view cases information:
What3Words (W3W) information based on an
D account
numbers
D View Load Outage Management, CRM, Chatbot D Log a case D Update customers
Shedding or Telephony Multimedia systems’ using a Free about
Schedules messages: SMS loadshedding
D Retrieve D View Load
outages using D Initiate a two-way Shedding info
GPS location text conversation
D Search by an D View current
account or D Initiate a two-way forecasted
meter number voice conversation power statusApplication Functional Decomposition conti…
CRM Select a preferred Low buyers Customer Resolve future
campaign language for the flag information: outage and
information: mobile app information: meter problem.
D Send campaign- D Store a preferred D Inform low buyers of D Request to D Associate POS
related to language as default their blocked update data with
Customers accounts customer data user's device
D Send ad-hoc D Select preferred channel D Eskom to
campaign-related of communication interrogate
to Customers (Email,SMS, ect.) supplied data
Integrate to
Chatbot Reporting
D Send push notifications
to the User based on
GPS location
D Send push notifications to Customer requests D D Supply problem
the User based on a case information (FAQ). troubleshooting D
logged (CBR)
Provide a summary of the
interactions and devices
being used
D Send push notifications to a To how to work D D Prepaid meter
User based on associated the app problem
POS data. resolution
D User to view To how to D D Prepaid token
messages and manage the problem
respond to them outage better resolutionApplication Communication Diagram
SMS Gateway Microsoft
Outlook
S Application
SMS Gateway - SendsOTP - Outage
In evaluation MyEskom Standard map
MyEskom - EmailNotification -
Outlook PowerOn
OMS - OutageInfo Advantage (OMS)
- MyEskom S Application
Standard
IAM MyEskom - Authenticate - IAM MyEskom
Outage App UID: 101-572
Application Spatial ESVA
ESVA - MapsInfo
queries
Standard MyEskom
P Application
MyEskom - RequestOTP - IAM
Standard
OAUTH
ESVA - AreaLocations
Services
In evaluation - MyEskom
Module MyEskom - Authenticate - OUAth
MyEskom - ValidateCustomer - CC&I
MyEskom Outage App - CC&B - MeterDetails - CC&I
RequestInfo - Chatbot MyEskom - Self-serviceRequest UID: 101-72
Chatbot - CC&I KANA (CC&I) CC&B
Chatbot - Application Application
In evaluation Response -
MyEskom To be phased out Standard
CC&B - AccountDetails - CC&IData Catalog
Logical Data Entity
ForecastedNet
Outage type Province GPS Location
workStatus
City
Preferred
Communication
Outages Suburb
User
Profile
Statistics Authentication
AreaCode
Mobile Device Customer
Customer
Account
Generalization
Service chat messages
Query Notification
Category
Service Customer
Location Agreement Generalization
Connect
Service
Disconnect
Delivery Point
Function
Generalization
EndDevice UsagePoint FaultApplication User Location Diagram
Measure Catalog
Technology Portfolio Catalog
Oracle Fusion JBoss Vodacom SMS Microsoft Android iOS
Middleware Services Outlook
(OFMW
Application) S Application
Standard Standard In evaluation Standard In evaluation In evaluation
Client
Internet Integration Client
SMS Gateway Email Server Operating
Connection Server Hardware
System
End User Communication
Integration SMS Platform Exchange End User
Security Infrastructure
Service Platform Computing
Platform (Client)
Data & Security Service Enterprise Mobility
Information
Security
Application Data Hosting
W eb Hosting Content Mobile
Infrastructure Infrastructure
Infrastructure Platform Infrastructure Solutions
Platform
Platform Platform Provisioning
Patrick Nkosi
Storage
Application Database
W eb Server Infrastructure Content Server Mobile Client
Server Server
Cloud
Information
Security... Microsoft.NET Microsoft IIS Microsoft SQL Android OS
Framework Server
Application
Cloud Standard Standard Standard In evaluation
Computing iOS
Microsoft IIS Microsoft Microsoft
W indows W indows
Server Server
In evaluation
Standard Standard Standard
Microsoft
W indows
Server
StandardMyEskom Outage Mobile Application
Relevant
SAP BWS NO Customer Services Review Stage LAD
Landscape
Assessing
Programme Manager Kabelo Mnyani Division Distribution Eliot Mthimunye
Architect
High Level Overview and Key The implementation of MyEskom Outage Application is a mobile app that is easily accessible without the need to
Objectives register as a user, or does not have rigorous registration requirements.
Business Architecture • Existing business processes will be re-used
Business Information • The information includes electricity theft, fault cases, Customer Accounts /Meters & Outages.
Architecture
• The following data have been identified
• Customer details, Customer Interaction, Account & Meter data, Forecasted National Power Status, Area & Service
Data/Object Architecture
Locations
• Data migration required for the other 2 MyEskom apps
• Integration is perceived with a number of back-end systems
• IAM and National Control services
Domains
• Services to interfaces with enterprise integration (CC&I /CCB) and infrastructure services (SMS, Email),
Integration Architecture
• ArcGIS Services & Google Services, OMS
• Services which integrate the B2C backend solution with internet services (push notifications), Azure PNS Services &
Vodacom SMS Services
• The project is going to go out to open market to get a service that will consists of a secure and scalable platform with
Application Architecture
multi-channel support.
• The following security requirements at logical design.
• Authentication, Authorization & Multi-Factor
Security Architecture
• Digital Certificates, Secure Communication (SSL & TLS v1.2), Data-in-Transit & Data-at-Rest Encryption
• Media Security and Host Security and System Hardening
Technology Architecture • Mobile App that will be compatible (Android and iOS devices) / Native / Hybrid
General • Possibility of running an RFi, collapse the current two MyEskom Apps into one MyEskom is also been anticipated.Q&A
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