CENTRALIZED

COMMUNICATION &
TRACKING SYSTEM
Solution Document

Abstract
This solution document outlines the design and implementation of a centralized
platform to streamline communication, task management, file storage, and deliverable
tracking for Escalon Services. The proposed system addresses the current challenges of
fragmented communications and lack of cohesive tracking by integrating essential
features into a single interface. Key modules include a communication hub, task
management, file storage, deliverable tracking, and reporting analytics. The document
details the features, assumptions, wireframes, and an implementation plan, ensuring a
comprehensive approach to enhance operational efficiency and client satisfaction.

Aryan Solanki
[email protected]
1 Table of Contents
1 Table of Contents ................................................................................................................................... 1
2 TASK ...................................................................................................................................................... 2
3 Solution Overview .................................................................................................................................. 3
3.1.1 Goals ......................................................................................................................................... 3
3.1.2 Key Benefits ............................................................................................................................... 3
4 Key Features and Modules ...................................................................................................................... 4
5 Stakeholders .......................................................................................................................................... 6
6 Functional Requirements........................................................................................................................ 7
6.1 Client Management ........................................................................................................................ 7
6.1.1 Client Information Management ................................................................................................. 7
6.1.2 Client Communication Management .......................................................................................... 7
6.1.3 Client Management .................................................................................................................... 8
6.2 Dashboards for Improved Visibility and Trackability ......................................................................... 9
6.2.1 Employee Dashboard ................................................................................................................. 9
6.2.2 Team Dashboard ........................................................................................................................ 9
6.2.3 Executive Dashboard ................................................................................................................ 10
6.3 Task Management ........................................................................................................................ 11
6.3.1 Email Template ........................................................................................................................ 13
6.4 Deliverable Tracking ..................................................................................................................... 14
6.5 Reporting and Analytics ................................................................................................................ 15
6.6 Communication Management ...................................................................................................... 17
6.7 File and Data Management ........................................................................................................... 18
7 User Stories: ........................................................................................................................................ 20
7.1 User Management ........................................................................................................................ 20
7.2 System Monitoring ....................................................................................................................... 21
7.3 Configuration Management .......................................................................................................... 22
7.4 Security Management .................................................................................................................. 23
7.5 Reporting & Analytics ................................................................................................................... 25
7.6 Maintenance & Support ................................................................................................................ 26
8 Non-Functional Requirements .............................................................................................................. 28
9 Technical Requirements ....................................................................................................................... 29
9.1 System Architecture ..................................................................................................................... 29
9.2 Fields & Forms: ............................................................................................................................ 31
10 Integration Requirements ................................................................................................................. 34
11 Assumptions and Constraints .......................................................................................................... 35
11.1 Assumptions................................................................................................................................ 35

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 11.2 Constraints .................................................................................................................................. 35
12 Risks ............................................................................................................................................... 35
13 Implementation Plan........................................................................................................................ 35
14 Project Timeline ............................................................................................................................... 36
15 Appendix ......................................................................................................................................... 36
15.1 Glossary ...................................................................................................................................... 36
15.2 References .................................................................................................................................. 37
16 Wireframes and Sketches ................................................................................................................. 38
16.1.1 User Persona ........................................................................................................................ 38
16.1.2 User Role & Features ............................................................................................................ 39

2 TASK
Assignment - Right now, we have thousands of clients and hundreds of employees. Our teams and clients
communicate through various modes and formats, making it challenging to track client requests and verify
whether our teams have fulfilled them. We need a centralized place, where we can track all the
communication, all the deliverables, all data and files.

Assignment Output:

You are required to create a solution document that outlines all the details, features, and modules your
proposed solution will include. The document should be comprehensive, covering every aspect of the solution.
To support your proposal, you may include wireframes or hand-drawn sketches.

If you have any questions, please make your own assumptions. But make sure you mention those assumptions
in the document.

Please ensure your document is thorough and detailed.

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3 Solution Overview
The proposed solution is a centralized task management system designed to streamline communication and
tracking of client requests and deliverables. It integrates features such as task creation and assignment, status
tracking, commenting, tagging, document management, and customizable notifications, all within a user-
friendly interface. This system is inspired by the functionalities of tools like JIRA, offering a comprehensive
platform for managing project tasks efficiently.

3.1.1 Goals

1. Centralized Task Management: To provide a single platform for tracking all tasks, communications,
and deliverables.
2. Enhanced Communication: To facilitate clear and documented communication through commenting
and tagging features.
3. Efficient Task Monitoring: To implement color-coded deadlines and priority settings for better task
management.
4. Customizable Notifications: To offer users control over their email notifications, ensuring they receive
timely updates.
5. Improved Client Relations: To ensure tasks are associated with clients, providing transparency and
accountability.

3.1.2 Key Benefits

1. Improved Efficiency: By centralizing all task-related information, teams can easily access and manage
their responsibilities.
2. Enhanced Collaboration: Commenting and tagging features foster better communication and
collaboration among team members.
3. Timely Delivery: Color-coded deadlines and priority settings help ensure tasks are completed on time,
improving overall productivity.
4. Customization and Flexibility: Customizable email notifications allow users to stay informed
according to their preferences.
5. Client Satisfaction: Associating tasks with clients provides clear tracking and accountability,
enhancing client relationships and satisfaction.

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4 Key Features and Modules
1. User Management

o User Roles & Permissions: Create and manage user roles (e.g., Admin, Team Member, Client)
with specific permissions.
o User Creation & Deletion: Add, deactivate, or delete users as needed.
o User Profiles: View and edit user profiles, including contact information, role, and team
association.
o Authentication Management: Manage Single Sign-On (SSO), Multi-Factor Authentication
(MFA), and password policies.
2. Dashboard
o Employee Dashboard: Customizable widgets for quick access to relevant information.
o Team Dashboard: Overview of team activities, tasks, and communications.
o Client Dashboard: Summary of client-specific interactions and deliverables.
3. Communication Management
o Integrated Messaging System: A centralized interface for managing all communications,
including emails, chats, and phone calls. This will ensure that all messages are captured in one
place, making it easier to track conversations and responses.
o Conversation Threads: Track all messages related to a specific task or deliverable.
o Client Portals: Secure client access to communicate and track requests.
o Notifications: Real-time updates and reminders for team members and clients.
4. Task & Deliverable Management
o Task Assignment: Assign tasks to team members with deadlines.
o Task Tracking: Monitor progress with status updates, comments, and file attachments.
o Deliverable Verification: Mark deliverables as completed and notify relevant parties.
5. Document & File Management
o Central Repository: Store all files and documents in one place.
o Version Control: Track changes and maintain document versions.
o Access Control: Define who can view, edit, or download files.
6. Reporting & Analytics
o Performance Reports: Team productivity, task completion rates, and client satisfaction.
o Audit Logs: Track all changes and interactions for compliance.
o Custom Reports: Generate reports based on specific criteria and filters.
7. Integration
o Communication Tools: Email (Gmail, Outlook), Chat (Slack, MS Teams).
o Project Management Tools: Jira, Trello, Asana.
o CRM Systems: Salesforce, HubSpot.
8. Security
o Data Encryption: Encrypt data at rest and in transit.
o Role-Based Access Control: Ensure data privacy and compliance.
o Backup & Recovery: Regular backups and disaster recovery plan.

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 Flow Diagram

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5 Stakeholders
• Product Manager: Oversees the project and ensures alignment with business goals.

• Developers: Responsible for implementing the system according to specifications.

• End Users: Employees who will use the system for client management, task tracking, and
communication.

• Clients: External stakeholders whose interactions and requests will be tracked and managed.

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6 Functional Requirements
6.1 Client Management
The Client Management module within the admin tool is essential for maintaining and organizing client
information, managing communication, tracking client requests, and ensuring that deliverables are met
efficiently. Below are the detailed features and functionalities for the Client Management module:

6.1.1 Client Information Management

• Feature: Client Database
• Description: Maintain a comprehensive database of all clients.
• Requirements:
i. Create, read, update, and delete client records
ii. Store client details such as name, contact information, industry, and key contacts
iii. Search and filter clients based on various criteria
• Feature: Client Profiles
• Description: Provide detailed profiles for each client.
• Requirements:
i. Display client contact information, project history, and communication logs
ii. Attach relevant documents to client profiles
iii. Add notes and internal comments related to clients

6.1.2 Client Communication Management

• Feature: Communication Logs
• Description: Track all communications with clients.
• Requirements:
i. Log emails, calls, meetings, and messages with clients
ii. Tag and categorize communications for easy retrieval
iii. Integration with email and messaging systems for automatic logging

• User Story: As a project manager, I want to log all communications with clients in a single
interface so that I can easily track the history and context of each interaction.

• Acceptance Criteria:

i. Given an interaction with a client, when I log into the system, I should see all emails,
chats, and call logs related to that client in one place.

ii. Given a new message, when it is received, it should be automatically logged and
categorized by client.

iii. Given a communication entry, when I click on it, I should see the full details, including
date, sender, receiver, and content.

• Feature: Messaging and Notifications

• Description: Facilitate direct communication between employee and clients.
• Requirements:
i. One-on-one messaging functionality with clients
ii. Group messaging for project-related communications
iii. Push notifications for new messages and updates

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6.1.3 Client Management
• Feature: Request Tracking
• Description: Track client requests from submission to completion.
• Requirements:
i. Create and manage client requests
ii. Assign requests to specific team members or teams
iii. Track the status and progress of each request
• Feature: Request Dashboard
• Description: Provide a dashboard view of all client requests.
• Requirements:
i. Display a summary of open, in-progress, and completed requests
ii. Filter requests by client, status, priority, and due date
iii. Generate reports on request statistics and performance

• User Story: As a client, I want to log in to a secure portal so that I can submit requests and track
their progress in real time.

• Acceptance Criteria:

i. Given a login attempt, when I enter valid credentials, I should be granted access to the
portal.

ii. Given a request submission, when I complete the form and submit, the request should
be logged and assigned a unique ID.

iii. Given a request tracking, when I log in, I should see the status and details of all my
submitted requests.

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6.2 Dashboards for Improved Visibility and Trackability
To address the main pain point of visibility and trackability of employees and their tasks, we will implement a
series of comprehensive dashboards. These dashboards will provide real-time insights into employee
performance, task status, and overall productivity. Below are the detailed features, data points, and
requirements for each dashboard:

6.2.1 Employee Dashboard

Key Features and Data Points: An overview of individual employee performance, workload, and task progress.

• Employee Profile Summary:

o Employee name and role
o Current projects and assigned tasks
o Contact information
• Task Overview:
o List of assigned tasks with status indicators (e.g., pending, in progress, completed)
o Task priority and due dates
o Time spent on each task
• Performance Metrics:
o Number of tasks completed within deadlines
o Average task completion time
o Task completion rate (e.g., tasks completed vs. assigned)
o Overtime hours logged
• Activity Feed:
o Recent activities (e.g., task updates, comments, file uploads)
o Interaction history with clients and team members
• Notifications:
o Upcoming deadlines
o Task updates and comments
o New task assignments
Requirements:
• User-friendly interface to view and update task statuses
• Real-time data synchronization to reflect current task status and performance metrics
• Role-based access control to ensure data privacy and security
• Export functionality for performance reports (e.g., PDF, CSV)

6.2.2 Team Dashboard

Key Features and Data Points: Provide an overview of team performance, workload distribution, and task
progress.

• Team Overview:
o List of team members with roles and contact information
o Current projects and tasks assigned to the team
• Task Distribution:
o Distribution of tasks among team members
o Identification of task bottlenecks or overloads
• Team Performance Metrics:
o Team-wide task completion rate
o Average task completion time for the team
o Number of tasks completed within deadlines
o Team member utilization rates (e.g., percentage of time spent on tasks)
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 • Project Progress:
o Overview of active projects with progress bars
o Milestones and deadlines
o Key project deliverables and their status
• Collaboration Metrics:
o Number of communications (e.g., messages, meetings) within the team
o Collaboration effectiveness (e.g., response times, feedback loops)
Requirements:
• Intuitive visualizations for task distribution and team performance metrics
• Drill-down capabilities to view detailed task information for each team member
• Real-time data updates to ensure accuracy and relevance
• Export functionality for team performance reports (e.g., PDF, CSV)

6.2.3 Executive Dashboard

Key Features and Data Points: Provide high-level insights into overall organizational performance, project
status, and employee productivity.

• Organizational Overview:
o Summary of active projects and their status
o Key performance indicators (KPIs) for the organization
• Project Performance:
o Overview of project progress and milestones
o Identification of at-risk projects or delays
• Employee Performance:
o Summary of top-performing employees and teams
o Identification of underperforming areas
• Financial Metrics:
o Overview of project budgets and actual costs
o Profitability and cost-effectiveness of projects
• Resource Utilization:
o Summary of resource allocation across projects
o Utilization rates for employees and teams
Requirements:
• High-level visualizations for quick insights and decision-making
• Drill-down capabilities to view detailed information on projects and employees
• Real-time data updates to ensure accuracy and relevance
• Export functionality for executive reports (e.g., PDF, CSV)

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6.3 Task Management
Allows users to create, assign, track, and manage tasks related to client requests and project milestones.

1. Task Creation: Users can create new tasks, assign task owners, set due dates, and define task
priorities.

Task ID Client Description Priority Assigned To Due Date

1 Client X Develop new feature High Developer Y 2024-06-10

• User Story: As a project manager, I want to create task & set priorities for tasks with client associations
so that the most critical work is done first and client-specific priorities are addressed.
• Acceptance Criteria:
o When I create a new task, I should be able to set its priority (Low, Medium, High) and associate
it with a client.
o When I view the task list, tasks should be sortable or filterable by priority and client.
o When I change a task's priority, the new priority should be displayed and reflected in
sorting/filtering along with client details.

2. Task Assignment and Notifications: Tasks can be assigned to specific team members with automatic
notifications/alerts sent upon assignment. Project Manager can assign tasks with deadlines and
priorities.

Task ID Client Description Assigned To Due Date Priority Status

1 Client X Develop new feature Developer Y 2024-06-10 High In Progress

• User Story: As a project manager, I want to assign tasks to team members with deadlines, priorities,
and client associations so that we can ensure timely completion of projects and keep track of client-
specific tasks.
• Acceptance Criteria:

o When I create a new task, I should be able to assign it to a team member with a deadline,
priority level, and associated client.
o When the team member logs in, they should see the task in their task list with client
information.
o When I modify the task details, the assigned team member should be notified of the
changes.
o Task details should include client information for context.
• User Story: As a team member, I want to receive real-time alerts for new messages, updates, and
deadlines so that I can respond promptly and stay on top of my tasks.

• Acceptance Criteria:

o Given a new message, when it is received, I should get a real-time notification.

o Given a task update, when its status changes, I should receive a notification detailing the
change.
o Given an upcoming deadline, when it is approaching, I should receive a reminder
notification.

3. Progress Tracking: Track task progress (e.g., open, in progress, completed) with associated client
details and update status as tasks move through different stages. Monitor task status with visual
indicators.
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 Task ID Client Description Status Start Date End Date
1 Client X Develop new feature In Progress 2024-06-01 2024-06-10

• User Story: As a project manager, I want to track the status of all tasks with client associations so that I
can monitor progress and address any delays or issues promptly.

• Acceptance Criteria:

When I view the task list, I should see the current status (Not Started, In Progress, Completed)
o
of each task with client information.
o When the task status changes, the new status should be reflected in the task list with the
associated client.
o When a task exceeds its deadline, it should be highlighted or flagged for attention.
o Task status updates should include client information for context.
• Example:

o Scenario: A Project Coordinator assigns a task to a team member.

o Action: They create a task in the system, assign it to the appropriate team member, set a
deadline, and update the task status as work progresses. Notifications are sent to the team
member upon assignment.

4. Commenting and Tagging

• User Story: As a team member, I want to comment on tasks, tag users, and add documents or images,
so that we can have clear and documented communication.
• Acceptance Criteria:

When I comment on a task, I should be able to tag any active user, and they should receive
o
an email notification.
o Comments should capture the timestamp of when they were made.
o I should be able to add, edit, and remove documents/images in comments.
o Tagged users should receive an email notification with the comment details.
5. Customizable Email Notifications

• User Story: As a user, I want to customize my email notification settings so that I can control when I
receive updates.
• Acceptance Criteria:
o When I go to the settings/configuration, I should see an option to customize email notifications.
o I should be able to choose which types of notifications I want to receive (e.g., task assignment,
comments, status changes).
o My email notification preferences should be saved and respected by the system.

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6.3.1 Email Template
Here are two email templates for task notification deadlines: one for team members and one for the respective
manager.

Email Template for Team Member

Subject: Task Deadline Notification for [Task Title]

Hi [Team Member's Name],

This is a reminder that the deadline for the task “[Task Title]” associated with [Client's Name] is
approaching.
Task Details:
• Task ID: [Task ID]
• Client: [Client's Name]
• Description: [Task Description]
• Due Date: [Due Date]
• Priority: [Priority Level]
Please ensure that you complete the task by the due date. If you encounter any issues or require
assistance, feel free to reach out.
Thank you for your dedication and hard work.
Best regards,
[Your Name]
[Your Position]
[Your Contact Information]

Email Template for Manager

Subject: Task Deadline Notification for [Task Title] – [Team Member's Name]

Hi [Manager's Name],
This is to notify you that the deadline for the task “[Task Title]” assigned to [Team Member's Name] is
approaching.
Task Details:
• Task ID: [Task ID]
• Client: [Client's Name]
• Assigned To: [Team Member's Name]
• Description: [Task Description]
• Due Date: [Due Date]
• Priority: [Priority Level]
Please review the task progress and ensure that everything is on track for timely completion. If there are
any concerns or support needed, kindly address them promptly.
Thank you for your attention to this matter.
Best regards,
[Your Name]
[Your Position]
[Your Contact Information]

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6.4 Deliverable Tracking
Track all deliverables promised to clients & Notify clients of deliverable status updates.

1. Request Logging: Record all client requests with timestamps. Each request is logged with details and
timestamps.

Request ID Client Name Description Submission Date Status

101 Client A New report request 2024-06-01 In Progress
• User Story: As a client, I want my requests to be logged with timestamps so that I can see when my
requests were submitted and track their progress.

• Acceptance Criteria:

o Given a new request, when I submit it, it should be logged with a timestamp and unique ID.
o Given a request list, when I view it, I should see all my requests with their submission dates and
statuses.
o Given a request detail view, when I click on a request, I should see the full history and current
status

2. Status Updates: Track the progress of each request. Requests are updated as they move through
stages.

Request ID Client Name Status Update Date

101 Client A In Progress 2024-06-02
101 Client A Completed 2024-06-05

• User Story: As a client, I want to receive updates on the status of my requests so that I am informed
about the progress and estimated completion time.

• Acceptance Criteria:

o Given a status change, when the status of my request is updated, I should receive a notification.
o Given a request detail view, when I view it, I should see the current status and any updates.
o Given a request completion, when my request is marked as completed, I should receive a final
notification.

3. Completion Verification: Confirm when deliverables are fulfilled. Clients sign off on completed
deliverables.

Request ID Client Name Status Completion Date Client Sign-Off

101 Client A Completed 2024-06-05 Yes

• User Story: As a client, I want to verify and sign off on completed deliverables so that I can confirm the
work meets my requirements.

• Acceptance Criteria:

o Given a completed request, when I review it, I should have the option to sign off or request
changes.
o Given a sign-off, when I approve a deliverable, the status should update to 'Verified by Client'.
o Given a request for changes, when I reject a deliverable, I should be able to provide feedback
and the status should update accordingly.

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6.5 Reporting and Analytics
Generate reports on client activities and performance & Provide insights into client engagement and
satisfaction.

1. Dashboard: Visualize key metrics such as task completion rates and communication volumes.

• Example: Dashboard displays overall project status and key metrics.

Metric Value
Tasks Completed 150
Active Tasks 30
Overdue Tasks 10

• User Story: As a project manager, I want a dashboard to visualize key metrics such as task completion
rates and communication volumes so that I can quickly assess the health of the project.

• Acceptance Criteria:

o Given a dashboard view, when I log in, I should see visual representations of key metrics like
task completion rates, overdue tasks, and communication volumes.
o Given filter options, when I apply them, the dashboard should update to reflect the selected
time period or project.
o Given a detailed metric, when I click on it, I should see more detailed information and related
data.

2. Custom Reports: Generate reports on client interactions and team performance.

• Example: Monthly report on team performance and client satisfaction.

Report ID Report Name Generated Date Key Findings

1 Team Performance 2024-06-30 90% of tasks completed on time
2 Client Satisfaction 2024-06-30 85% client satisfaction rate

• User Story: As a project manager, I want to generate reports on client interactions and team
performance so that I can identify trends and areas for improvement.

• Acceptance Criteria:

o Given a report request, when I specify parameters (e.g., date range, team), a report should be
generated with relevant data.
o Given a generated report, when I view it, it should include charts, graphs, and key metrics as
specified.
o Given a report distribution, when I select recipients, the report should be sent to them via email
or made available in the system.

3. Insights: Identify trends, bottlenecks, and areas for improvement.

• Example: Analysis highlights common delays and suggests process improvements.

Insight ID Description Recommendation

1 Delays in task completion Implement automated reminders
2 High volume of support requests Increase training for team members
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 • User Story: As a project manager, I want to identify trends and bottlenecks in the workflow so that we
can make informed decisions to improve efficiency.

• Acceptance Criteria:

o Given system analytics, when I review them, I should see trends and patterns in task
completion, communication, and client requests.
o Given a bottleneck, when the system identifies one, it should provide recommendations for
addressing it.
o Given a trend report, when I generate it, I should see historical data and predictions based on
current trends
• Note:
o All reports should be able to export in various formats (e.g., PDF, CSV)
o Schedule regular report generation and distribution to clients and internal stakeholders
o Visualize data on client interactions, response times, and request resolution

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6.6 Communication Management
Logs all client communications (emails, calls, meetings) within the system for transparency and reference.

1. Capture Communications: Automatically capture and log client emails sent/received through integrated
messaging system all emails, chats, and calls with a client are logged in a single interface.

Date Communication Type Sender Receiver Content Summary

2024-06-01 Email Client A Team X Discussed project requirements
2024-06-02 Chat Team X Client A Clarified specifications
2024-06-03 Phone Call Client A Team Y Status update on deliverable progress
2. Client Portals: Secure login for clients to submit requests and track their progress. Client logs in to submit
a request for a new report and can track its status.

Client Name Request ID Request Type Submission Date Status Assigned Team
Client A 101 New Report 2024-06-01 In Progress Team X
3. Timestamps and Notes: Each communication log entry includes timestamps and allows users to add
notes or attachments for additional context.
4. Notifications: Real-time alerts for new messages, updates, and deadlines. Team member receives a
notification about a new task assignment.

Notification ID User Message Timestamp

1 Team Member X New task assigned by Team Lead 2024-06-01 10:00 AM

5. Manual Entry: Users can also manually log non-email communications (e.g., phone calls, meetings) with
clients.
6. Search and Retrieve: Users can search for and retrieve specific communication logs based on client
name, date, or type of communication.
7. Integration: Integrate with email systems to automatically capture client emails and store them in the
system.

• Example:

o Scenario: A Client Services Manager needs to review an email communication history with a
client.

o Action: They access the client's profile, navigate to the communication log section, and view a
chronological list of all email interactions with timestamps and attachments.

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6.7 File and Data Management
Allows users to upload, store, organize, and share files related to client interactions and project deliverables
securely.

1. Central Repository (File Upload and Storage): Store all client-related documents in one place. All
project documents are accessible in a centralized location.

File ID File Name Client Name Uploaded By Upload Date

1 ProjectRequirements.docx Client A Team Member X 2024-06-01

• User Story: As a team member, I want a central place to store all project-related documents so that I
can easily find and share files with colleagues and clients.
• Acceptance Criteria:
o Given a new document, when I upload it, it should be stored in the central repository and be
searchable.
o Given a document search, when I enter a keyword or tag, I should see relevant documents
listed.
o Given a shared document, when I provide access to a colleague or client, they should be able to
view or download it based on permissions

2. Access Control: Define access permissions (e.g., read-only, read-write) for files based on user roles
and project/client confidentiality. Set permissions for file access and editing. Only authorized
personnel can edit sensitive documents.

File ID File Name Access Level Assigned To

1 ProjectRequirements.docx Edit Team Member X
1 ProjectRequirements.docx View Client A

• User Story: As a project manager, I want to set permissions for file access and editing so that sensitive
documents are protected and only authorized personnel can make changes.

• Acceptance Criteria:

o Given a document, when I upload it, I should be able to set access levels (View, Edit) for
different users or groups.
o Given a document access attempt, when a user tries to access it, they should only be able to
perform actions allowed by their permissions.
o Given a permissions update, when I change access levels, the changes should take effect
immediately.

3. Integration with Cloud Storage: Integrate with popular cloud storage services (e.g., AWS S3, Google
Drive) for scalable and secure file storage.

4. Version Control: Maintain version history for files, allowing users to track changes and revert to
previous versions if necessary. Track changes and maintain file versions. Team members can revert to
previous versions of a document.

File ID Version Edited By Edit Date

1 1.0 Team Member X 2024-06-01
1 1.1 Team Member Y 2024-06-02

• Example:

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 o Scenario: A Project Coordinator needs to share a project report with their team and the client.

o Action: They upload the report document to the system, set access permissions for team
members and the client, and notify them via the system's notification feature.

• User Story: As a team member, I want to track changes and maintain versions of documents so that we
can revert to previous versions if necessary.
• Acceptance Criteria:
o Given a document edit, when I make changes, a new version should be saved automatically.
o Given a version history, when I view it, I should see all previous versions with timestamps and
editor names.
o Given a revert action, when I select a previous version, the document should revert to that
version.

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7 User Stories:
To create detailed Jira tickets for the Admin tool of the CCTS system, we will break down each feature and
module into specific tasks and subtasks. Each ticket will include a clear description, acceptance criteria,
priority, and any dependencies. Here’s the detailed solutioning:

7.1 User Management

1. User Roles & Permissions

• Ticket: CCTS-101 - Create User Roles & Permissions Module

o Description: Develop a module to create and manage user roles and permissions.

o Subtasks:

▪ CCTS-101-1: Design role-based access control schema

▪ CCTS-101-2: Implement role creation functionality

▪ CCTS-101-3: Implement permission assignment for each role

▪ CCTS-101-4: Test role and permission management features

o Acceptance Criteria:

▪ Admins can create, edit, and delete user roles

▪ Admins can assign and manage permissions for each role

▪ Role-based access control is enforced across the system

o Priority: High

2. User Creation & Deletion

• Ticket: CCTS-102 - Implement User Creation & Deletion

o Description: Allow admins to add, deactivate, or delete users.

o Subtasks:

▪ CCTS-102-1: Develop user creation interface

▪ CCTS-102-2: Implement user deactivation logic

▪ CCTS-102-3: Implement user deletion functionality

▪ CCTS-102-4: Test user creation and deletion processes

o Acceptance Criteria:

▪ Admins can create new users

▪ Admins can deactivate and delete users

▪ Proper notifications are sent upon user creation, deactivation, or deletion

o Priority: High

3. User Profiles

• Ticket: CCTS-103 - Develop User Profile Management

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 o Description: Create a module for viewing and editing user profiles.

o Subtasks:

▪ CCTS-103-1: Design user profile schema

▪ CCTS-103-2: Implement user profile view interface

▪ CCTS-103-3: Implement user profile edit functionality

▪ CCTS-103-4: Test user profile management features

o Acceptance Criteria:

▪ Admins can view and edit user profiles

▪ Changes to profiles are saved and reflected accurately

o Priority: Medium

4. Authentication Management

• Ticket: CCTS-104 - Implement Authentication Management

o Description: Manage SSO, MFA, and password policies.

o Subtasks:

▪ CCTS-104-1: Integrate SSO functionality

▪ CCTS-104-2: Implement MFA setup and verification

▪ CCTS-104-3: Configure password policy settings

▪ CCTS-104-4: Test all authentication methods

o Acceptance Criteria:

▪ SSO and MFA are functional and configurable

▪ Password policies are enforced system-wide

o Priority: High

7.2 System Monitoring

1. Admin Dashboard

• Ticket: CCTS-201 - Create Admin Dashboard

o Description: Develop an admin dashboard for system performance overview.

o Subtasks:

▪ CCTS-201-1: Design admin dashboard layout

▪ CCTS-201-2: Implement widgets for key metrics

▪ CCTS-201-3: Integrate real-time data feeds

▪ CCTS-201-4: Test dashboard functionality and responsiveness

o Acceptance Criteria:

▪ Admin dashboard displays real-time system performance metrics

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 ▪ Dashboard is customizable with various widgets

o Priority: High

2. Activity Logs

• Ticket: CCTS-202 - Implement Activity Logs

o Description: Track all user activities within the system.

o Subtasks:

▪ CCTS-202-1: Design activity log schema

▪ CCTS-202-2: Implement logging mechanism for user activities

▪ CCTS-202-3: Create interface to view activity logs

▪ CCTS-202-4: Test logging and log retrieval functionalities

o Acceptance Criteria:

▪ All user activities are logged and retrievable

▪ Admins can filter and search logs based on various criteria

o Priority: Medium

3. Error Tracking

• Ticket: CCTS-203 - Develop Error Tracking System

o Description: Monitor and generate alerts for system errors.

o Subtasks:

▪ CCTS-203-1: Design error tracking and logging mechanism

▪ CCTS-203-2: Implement error alerting system

▪ CCTS-203-3: Develop interface for viewing and managing errors

▪ CCTS-203-4: Test error tracking and alerting functionalities

o Acceptance Criteria:

▪ System errors are logged and alerts are generated for critical issues

▪ Admins can view, filter, and manage error logs

o Priority: Medium

7.3 Configuration Management

1. System Settings

• Ticket: CCTS-301 - Configure Global System Settings

o Description: Manage global settings for the system.

o Subtasks:

▪ CCTS-301-1: Design settings schema and interface

▪ CCTS-301-2: Implement email template management

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 ▪ CCTS-301-3: Implement notification preferences configuration

▪ CCTS-301-4: Develop data retention policy settings

▪ CCTS-301-5: Test system settings functionalities

o Acceptance Criteria:

▪ Admins can configure global system settings, email templates, notification preferences,
and data retention policies

o Priority: Medium

2. Integration Settings

• Ticket: CCTS-302 - Manage Integration Settings

o Description: Configure settings for integrating with third-party tools.

o Subtasks:

▪ CCTS-302-1: Design integration settings schema

▪ CCTS-302-2: Implement API key and webhook management

▪ CCTS-302-3: Develop interface for configuring integration settings

▪ CCTS-302-4: Test integration settings functionalities

o Acceptance Criteria:

▪ Admins can manage API keys, webhooks, and data synchronization settings

o Priority: High

3. Custom Fields

• Ticket: CCTS-303 - Implement Custom Fields Management

o Description: Allow admins to create and manage custom fields for various modules.

o Subtasks:

▪ CCTS-303-1: Design schema for custom fields

▪ CCTS-303-2: Implement functionality to create, edit, and delete custom fields

▪ CCTS-303-3: Develop interface for managing custom fields

▪ CCTS-303-4: Test custom fields functionalities

o Acceptance Criteria:

▪ Admins can create, edit, and delete custom fields for tasks, user profiles, and
documents

o Priority: Medium

7.4 Security Management

1. Access Control

• Ticket: CCTS-401 - Implement Role-Based Access Control

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 o Description: Define and manage access controls based on roles.

o Subtasks:

▪ CCTS-401-1: Design access control schema

▪ CCTS-401-2: Implement role-based access control mechanisms

▪ CCTS-401-3: Develop interface for managing access controls

▪ CCTS-401-4: Test access control functionalities

o Acceptance Criteria:

▪ Role-based access controls are implemented and enforced

▪ Admins can manage access controls through the interface

o Priority: High

2. Data Encryption

• Ticket: CCTS-402 - Implement Data Encryption

o Description: Ensure data is encrypted at rest and in transit.

o Subtasks:

▪ CCTS-402-1: Design encryption strategy and choose encryption standards

▪ CCTS-402-2: Implement data encryption for data at rest

▪ CCTS-402-3: Implement data encryption for data in transit

▪ CCTS-402-4: Test encryption mechanisms

o Acceptance Criteria:

▪ Data at rest and in transit is encrypted according to industry standards

o Priority: High

3. Backup & Recovery

• Ticket: CCTS-403 - Develop Backup & Recovery Plan

o Description: Schedule regular backups and configure disaster recovery plans.

o Subtasks:

▪ CCTS-403-1: Design backup and recovery strategy

▪ CCTS-403-2: Implement backup scheduling and automation

▪ CCTS-403-3: Develop disaster recovery plan and procedures

▪ CCTS-403-4: Test backup and recovery processes

o Acceptance Criteria:

▪ Regular backups are performed and disaster recovery plans are in place

▪ Backup and recovery processes are tested and validated

o Priority: Medium

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7.5 Reporting & Analytics
1. Performance Reports

• Ticket: CCTS-501 - Generate Performance Reports

o Description: Create reports on team productivity, task completion rates, and client
satisfaction.

o Subtasks:

▪ CCTS-501-1: Design report templates and metrics

▪ CCTS-501-2: Implement report generation functionality

▪ CCTS-501-3: Develop interface for viewing and downloading reports

▪ CCTS-501-4: Test report generation and accuracy

o Acceptance Criteria:

▪ Performance reports are generated accurately and can be viewed/downloaded

o Priority: Medium

2. Audit Logs

• Ticket: CCTS-502 - Maintain Audit Logs

o Description: Track all changes and interactions for compliance and auditing purposes.

o Subtasks:

▪ CCTS-502-1: Design audit log schema

▪ CCTS-502-2: Implement logging mechanism for changes and interactions

▪ CCTS-502-3: Develop interface for viewing audit logs

▪ CCTS-502-4: Test audit logging and retrieval functionalities

o Acceptance Criteria:

▪ All changes and interactions are logged and retrievable for auditing

o Priority: High

3. Custom Reports

• Ticket: CCTS-503 - Create Custom Reports

o Description: Allow admins to generate custom reports based on specific criteria and filters.

o Subtasks:

▪ CCTS-503-1: Design custom report templates and filters

▪ CCTS-503-2: Implement custom report generation functionality

▪ CCTS-503-3: Develop interface for creating and managing custom reports

▪ CCTS-503-4: Test custom report generation and accuracy

o Acceptance Criteria:

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 ▪ Admins can create and manage custom reports with various criteria and filters

o Priority: Medium

7.6 Maintenance & Support

1. System Updates

• Ticket: CCTS-601 - Manage System Updates

o Description: Handle software updates, patches, and new feature releases.

o Subtasks:

▪ CCTS-601-1: Schedule and plan system updates

▪ CCTS-601-2: Implement update and patch management functionality

▪ CCTS-601-3: Develop communication plan for update notifications

▪ CCTS-601-4: Test update deployment processes

o Acceptance Criteria:

▪ System updates and patches are managed efficiently

▪ Users are notified of updates and potential downtime

o Priority: Medium

2. Support Tickets

• Ticket: CCTS-602 - Implement Support Ticket System

o Description: Track and resolve support tickets submitted by users.

o Subtasks:

▪ CCTS-602-1: Design support ticket schema and workflow

▪ CCTS-602-2: Implement ticket submission and tracking functionality

▪ CCTS-602-3: Develop interface for managing support tickets

▪ CCTS-602-4: Test support ticket system

o Acceptance Criteria:

▪ Users can submit and track support tickets

▪ Admins can prioritize and manage support tickets efficiently

o Priority: High

3. User Training

• Ticket: CCTS-603 - Provide User Training Resources

o Description: Offer training materials and resources for users, including FAQs, tutorials, and
webinars.

o Subtasks:

▪ CCTS-603-1: Develop training materials (FAQs, tutorials, webinars)

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 ▪ CCTS-603-2: Implement a knowledge base interface

▪ CCTS-603-3: Integrate training resources into the system

▪ CCTS-603-4: Test access and usability of training resources

o Acceptance Criteria:

▪ Users have access to comprehensive training materials and resources

▪ Training resources are easily accessible and usable

o Priority: Medium

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8 Non-Functional Requirements
4.1 Security

• Data Encryption: Encrypt sensitive data at rest and in transit (using SSL/TLS).

• Access Control: Implement role-based access control (RBAC) to restrict data access based on user
roles.

• Audit Trails: Maintain audit trails for actions performed within the system.

4.2 Performance

• Scalability: Ensure the system can handle increasing data and user load as the organization grows.

• Response Time: Maintain acceptable response times for data retrieval and task updates.

• Availability: Aim for high availability (99.9% uptime) through robust architecture and redundancy.

4.3 Usability

• User Interface: Design an intuitive and responsive user interface using modern frontend frameworks
(e.g., React.js).

• Accessibility: Ensure accessibility standards compliance (e.g., WCAG) for diverse user needs.

• Training and Support: Provide user training and documentation to facilitate ease of use.

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9 Technical Requirements

9.1 System Architecture

The system architecture for the centralized task management solution is designed to ensure scalability,
security, and efficiency. The architecture consists of the following components:

1. Frontend Layer

2. Backend Layer

3. Database Layer

4. Integration Layer

5. Notification System

6. Security and Authentication

1. Frontend Layer

Description: The user interface (UI) where users interact with the system. Built with responsive web
technologies to ensure accessibility across devices.

Technologies:

• React.js or Angular for a dynamic and responsive user experience.

• HTML5, CSS3, JavaScript for core web functionalities.

Components:

• Client Dashboard

• Request Submission Form

• Team Member Dashboard

• Task Management Interface

• Document Repository

• Project Manager Dashboard

• Settings/Configuration

2. Backend Layer

Description: The core logic and operations of the system, handling requests, processing data, and business
logic.

Technologies:

• Node.js, Express.js for server-side logic.

• RESTful APIs for communication between frontend and backend.

Components:

• Task Management Module: Handles task creation, assignment, and updates.

• Commenting Module: Manages comments, tagging, and notifications.

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 • Document Management Module: Handles document uploads, edits, and deletions.

• Notification Module: Manages email notifications and settings.

3. Database Layer

Description: The data storage component that securely stores and manages all application data.

Technologies:

• MongoDB or PostgreSQL for data storage.

• IndexedDB for client-side storage (if needed).

Components:

• User Data: Stores user profiles, roles, and permissions.

• Task Data: Stores task details, status, and history.

• Client Data: Stores client information and related tasks.

• Comment Data: Stores comments, tags, and timestamps.

• Document Data: Stores document metadata and file locations.

4. Integration Layer

Description: Ensures seamless integration with external systems and services.

Technologies:

• RESTful APIs for third-party integrations.

• Webhooks for event-driven interactions.

Components:

• Email Services: Integrates with email providers for notifications.

• Authentication Services: Integrates with authentication providers (OAuth, LDAP).

5. Notification System

Description: Handles the creation and distribution of notifications.

Technologies:

• Email services (e.g., SendGrid, AWS SES).

• Real-time notification services (e.g., WebSockets).

Components:

• Notification Scheduler: Manages the timing and delivery of notifications.

• Customizable Settings: Allows users to set their notification preferences.

6. Security and Authentication

Description: Ensures secure access to the system and protects data integrity and confidentiality.

Technologies:

• JWT (JSON Web Tokens) for secure authentication.

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 • HTTPS for encrypted communication.

• Role-based access control (RBAC) for permissions.

Components:

• Authentication Module: Manages user login, registration, and token management.

• Authorization Module: Ensures users have appropriate access to resources.

• Encryption: Encrypts sensitive data in transit and at rest.

7. Reporting:

• Export functionality for various formats (e.g., PDF, CSV)

• Automated report generation and scheduling

9.2 Fields & Forms:

1. Task Creation
Form: Create Task
Fields:
• Task Title: Text field (Required)
• Description: Text area (Optional)
• Client: Dropdown selection (Required)
• Assigned To: Dropdown selection of team members (Required)

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 • Priority: Dropdown (Low, Medium, High) (Required)
• Status: Dropdown (To Do, In Progress, Completed) (Required)
• Due Date: Date picker (Required)
• Attachments: File upload (Optional)
2. Task Details
Fields:
• Task ID: Auto-populated (Hidden)
• Client: Dropdown selection (Required)
• Title: Text field (Required)
• Assigned To: Dropdown selection of team members (Required)
• Description: Text area (Optional)
• Priority: Dropdown (Low, Medium, High) (Required)
• Status: Dropdown (To Do, In Progress, Completed) (Required)
• Due Date: Date picker (Required)
• Attachments: File upload (Optional)
3. Commenting and Tagging
Form: Add Comment
Fields:
• Task ID: Auto-populated (Hidden)
• Comment: Text area (Required)
• Tag Users: Multi-select dropdown of active users (Optional)
• Attachments: File upload (Optional)
Additional Functionality:
• Timestamp: Auto-generated (Hidden)
• Tagged Users Notification: Trigger email notifications to tagged users (Automated)
4. Customizable Email Notifications
Form: Email Notification Settings
Fields:
• Task Assignment Notifications: Checkbox (Yes/No)
• Comment Notifications: Checkbox (Yes/No)
• Status Change Notifications: Checkbox (Yes/No)
• Deadline Approaching Notifications: Checkbox (Yes/No)
• Save Settings: Button
5. Color-coded Task Deadlines
No specific form required; colour coding is applied automatically based on the due date.
Colour Coding Logic:
• Green: More than 7 days remaining
• Yellow: 7 to 5 days remaining
• Orange: 4 to 2 days remaining
• Red: 1 day or less remaining
Summarized Field List
1. Task Fields
o Task Title: Text field (Required)
o Description: Text area (Optional)
o Client: Dropdown selection (Required)
o Assigned To: Dropdown selection of team members (Required)
o Priority: Dropdown (Low, Medium, High) (Required)
o Status: Dropdown (To Do, In Progress, Completed) (Required)
o Due Date: Date picker (Required)
o Attachments: File upload (Optional)
2. Comment Fields
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 Task ID: Auto-populated (Hidden)
o
Comment: Text area (Required)
o
Tag Users: Multi-select dropdown of active users (Optional)
o
Attachments: File upload (Optional)
o
Timestamp: Auto-generated (Hidden)
o
3. Notification Settings Fields
o Task Assignment Notifications: Checkbox (Yes/No)
o Comment Notifications: Checkbox (Yes/No)
o Status Change Notifications: Checkbox (Yes/No)
o Deadline Approaching Notifications: Checkbox (Yes/No)
o Save Settings: Button

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10 Integration Requirements
• Email Integration: Ability to integrate with email systems to capture client emails automatically.

• Cloud Storage Integration: Option to integrate with cloud storage providers (e.g., AWS S3) for scalable
file storage.

• Calendar Integration: Sync with calendar applications for meeting and call scheduling.

• Data Integration: Integrate with existing project management and communication tools (e.g., Jira,
Slack, email systems)

• Third-Party Tools: Integrate with existing tools such as CRM, project management software, and file
storage solutions. Integrate with existing CRM systems for seamless data synchronization.
o Example: Integration with Salesforce CRM and Slack for seamless workflow.

Integration ID Tool Name Integration Type Status

1 Salesforce CRM Data Sync Active
2 Slack Messaging Active

• User Story: As a project manager, I want the system to integrate with existing tools like CRM and project
management software so that we can have a seamless workflow without duplicating efforts.

• Acceptance Criteria:

o Given an integration setup, when I configure it, the system should sync data with the third-party
tool.
o Given data changes, when they occur in either system, they should be reflected in both systems
automatically.
o Given integration status, when I view it, I should seeGiven integration status, when I view it, I
should see the current status and any errors or issues.

• APIs: Allow for seamless data exchange between the platform and other systems.
o Example: API endpoints for retrieving and updating client information.

API Endpoint Description Method

/api/clients Retrieve all client data GET
/api/clients/{id} Update specific client information PUT

• User Story: As a developer, I want API endpoints for data exchange so that we can easily integrate the
system with other software and automate workflows. (API Documentation)

• Acceptance Criteria:

o Given API documentation, when I access it, I should see detailed information on available
endpoints, parameters, and response formats.
o Given an API call, when it is made, the system should process it and return the expected data or
confirmation.
o Given an error in an API call, when it occurs, the system should return an appropriate error
message and code.

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11 Assumptions and Constraints
11.1 Assumptions
• All client and team communications are currently fragmented across email, chat apps, and phone
calls.

• The system will be used by both employees and clients.

• It needs to integrate with existing communication tools (e.g., email, Slack, MS Teams).

• Security and data privacy are paramount, with role-based access controls.

• The system must be scalable to accommodate future growth.

• Implementation should not disrupt current operations.

• Users will have basic training on using the system; reliable internet access for cloud-based operations.

11.2 Constraints
• Will discuss about the constraints. So far, the Budget constraints for infrastructure and development;
compliance with data protection regulations (e.g., GDPR) are there.

12 Risks
• Data Security Risks: Potential breaches if encryption and access controls are not implemented
effectively.

• Performance Risks: System slowdowns or downtime during peak usage periods if scalability measures
are inadequate.

13 Implementation Plan
1. Requirement Gathering
o Conduct workshops with stakeholders to gather detailed requirements.
o Map out current workflows and identify integration points.
o Define user stories and acceptance criteria.
2. System Design
o Develop wireframes and prototypes for key modules.
o Design database schema and architecture.
3. Development
o Implement user management, dashboards, communication management, and task
management.
o Integrate with third-party tools and systems.
4. Testing
o Conduct unit testing, integration testing, and user acceptance testing (UAT).
o Perform security testing and vulnerability assessments.
o Make necessary adjustments based on user input.
5. Deployment & Training
o Deploy the system in phases to minimize disruption.
o Provide training and support for users.

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 6. Monitoring and Improvement
o Continuously monitor platform performance.
o Regular updates and feature enhancements based on user feedback.
o Ongoing support and troubleshooting

14 Project Timeline
• Milestones: Will define key project milestones (e.g., Requirements Gathering, Development, Testing,
Deployment) after discussion with Solution Architect and tech lead.

• Timeline: Will put estimated timeline for each phase, including buffer time for unforeseen delays after
discussion with Solution Architect and tech lead.

15 Appendix
15.1 Glossary
Technical Terms: Definitions of technical terms and acronyms used throughout the document.
1. API (Application Programming Interface): A set of rules and protocols for building and interacting with
software applications. APIs define how software components should communicate with each other.
2. Frontend: The part of a web application that users interact with directly. It includes everything the user
experiences visually and interacts with, typically built using HTML, CSS, and JavaScript frameworks like
React.js or Angular.
3. Backend: The server-side part of a web application. It handles the logic, database interactions, user
authentication, and other operations not visible to the user, often built using frameworks like Node.js
and Express.js.
4. Database: A structured collection of data stored electronically. Common databases include SQL-
based systems like PostgreSQL and NoSQL systems like MongoDB.
5. RESTful API: An architectural style for designing networked applications. It relies on stateless, client-
server communication, typically using HTTP methods like GET, POST, PUT, and DELETE.
6. Webhook: A method of augmenting or altering the behavior of a web page or web application with
custom callbacks. They are typically triggered by some event, such as pushing code to a repository or a
form submission.
7. JWT (JSON Web Token): A compact, URL-safe means of representing claims to be transferred between
two parties. It is commonly used for authentication and information exchange.
8. HTTPS (Hypertext Transfer Protocol Secure): An extension of HTTP. It is used for secure
communication over a computer network within a web browser.
9. RBAC (Role-Based Access Control): A method of regulating access to a computer or network
resources based on the roles of individual users within an enterprise.
10. Wireframe: A visual guide that represents the skeletal framework of a website or application. It is used
to layout content and functionality on a page while taking into account user needs and journeys.
11. UI (User Interface): The space where interactions between humans and machines occur. It includes
everything designed into a device with which a human may interact.
12. UX (User Experience): The overall experience of a person using a product, especially in terms of how
easy or pleasing it is to use.
13. CRUD Operations: An acronym for Create, Read, Update, and Delete. These are the four basic
functions of persistent storage.
14. Commenting: The feature allowing users to leave comments or feedback on tasks or posts within an
application.
15. Tagging: The feature allowing users to mention or tag other users within comments or tasks to notify
them or bring their attention to specific content.
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Acronyms
1. API: Application Programming Interface
2. UI: User Interface
3. UX: User Experience
4. CRUD: Create, Read, Update, Delete
5. JWT: JSON Web Token
6. HTTPS: Hypertext Transfer Protocol Secure
7. RBAC: Role-Based Access Control
8. REST: Representational State Transfer
These definitions and explanations provide a comprehensive understanding of the technical terms and
acronyms used throughout the document, ensuring clarity and a shared understanding among all
stakeholders.

15.2 References
List of resources and documentation referenced during the PRD creation.

JIRA Documentation:

• URL: JIRA Software Documentation

• Description: Used for understanding task management, commenting, and tagging features.

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16 Wireframes and Sketches
Due to time limitations I am unable to create wireframe (To be included: Visual representations of the user
interface, highlighting key features and user workflows.)

1. Communication Hub Interface

2. Task Management Dashboard
3. File Storage and Management Screen
4. Deliverable Tracking Module
5. Reporting and Analytics Dashboard

16.1.1 User Persona

User Persona for each type of user who would interact with the client communication & task management
system:

User Persona Role: Client Services Role: Project Role: Client

Manager Coordinator
Background Client Services Manager Project Coordinator Client
Job Title Client Services Manager Project Coordinator N/A
Age 32 28 Varies (e.g., 35)
Education Bachelor's in Business Bachelor's in Project Varies
Administration Management
Experience 8 years 5 years N/A
Goals Efficient client communication Coordinate project tasks Monitor project progress
Demographics Urban, United States Suburban, Canada Varies by industry
Family Status Married, one child Single N/A
Income Level Upper-middle class Middle class N/A
Behavior Manages client interactions, Coordinates project Interacts with service
tasks milestones provider
Daily Team management, client Task assignment, Communication with
Responsibilities communication progress tracking service team
Technology Usage Familiar with project Uses task management Basic email and phone
management tools software use
Needs/Pain Points Efficiency in task management Clear project timelines Timely updates on service
status
Goals with the Track communication, manage Coordinate project Receive updates on
System tasks phases service status
Quote "Need to streamline client "Organize tasks "Seek timely updates."
interactions." effectively."

This table provides a concise overview of the characteristics, needs, and behaviors of each user type—Client
Services Manager, Project Coordinator, and Client—within the context of using the client communication and
task management system. Each persona helps to guide the development and design of the system to ensure it
meets the specific requirements and expectations of its users.

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16.1.2 User Role & Features

Here's the breakdown of user roles and their corresponding features in table format for the client
communication and task management system:

User Role Role Description Features

Administrators Manage system settings, - User Management: Create, update, delete user
configurations, and user accounts
permissions. - Role-Based Access Control (RBAC): Define roles and
permissions.
- System Settings: Configure global settings.
- Security Management: Implement data encryption,
access control
- System Integrity: Ensure compliance and security
audits.
Employees Manage client interactions, - Client Management: CRUD operations for client
tasks, and project milestones. profiles.
- Task Management: Create, assign, prioritize tasks.
- Communication Logs: Log client communications.
- File Management: Upload, share documents.
- Task Management: Track progress, set deadlines,
notifications.
- Task Dependencies: Manage task dependencies and
milestones.
- Reporting: Generate task and client satisfaction
reports.
- Task Assignment: Assign tasks to team members.
Project Coordinate project tasks, - Project Tracking: Monitor project progress.
Coordinators timelines, and team activities. - Communication: Facilitate team collaboration.
- Reporting: Analyse project metrics and performance.
- Project Dashboard: View project status, task
External stakeholders interacting updates
Clients with the organization for services - Communication: Engage with project coordinators.
or projects. - File Access: Download/upload project documents.
- Notifications: Receive updates on project status.

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