PIS Requirements - v1 0 Final

Unclassified Publication and Information Sales Requirements Document ■ Version 1.0 Approvals

United States Government Printing Office

Unclassified

Publication and Information Sales Requirements Document

Version 1.0

April 7, 2008

Approvals

Name of Division

Approved by:

Name Date Title

Department or Division

Record of Changes

Table of Contents

11.

Introduction

1.1 System Purpose 1.2 System Scope 1.3 Glossary and Acronyms 1.3.1 Glossary 1.3.2 Acronyms 1.4 Resources 1.4.1 Documents 1.4.2 Interviews 1.4.3 Standards 1.5 System Overview 2.

General System Description 2.1 System Context 2.2 System States 2.3 Major System Capabilities 2.4 Major System Conditions 2.5 Major System Constraints 2.6 User Characteristics 2.7 Assumptions and Dependencies 2.8 Operational Scenarios 2.8.1 Create Customer Account 2.8.2 Publication Search 2.8.3 Publication Browsing 2.8.4 Publication Purchase 2.8.5 Mail-in Subscription Renewal 2.8.6 Inventory Adjustment 2.8.7 Fulfillment Assignment 3.

Requirements 3.1 Customer History 3.2 Inventory 3.3 Acquisitions 3.4 Sales 3.5 Shipping 3.6 Other 3.7 Outside Interfaces 3.8 Financials 3.9 Accounts Receivable

1. Introduction

This Requirements Document (RD) defines the features needed for the United States Government Printing Office (GPO) Publication and Information Sales (P&IS) Order Fulfillment System and conveys functional requirements necessary for the implementation of that system. These requirements do not express design or implementation plans or decisions. The following assumptions were made during the development of this RD:

· Nonfunctional requirements will be addressed at a later time; therefore, information assurance, security, performance, and system requirements are not included.

· Readers of this document are expected to have basic background knowledge of electronic commerce (e-commerce), retail management, and order fulfillment practices.

· IEEE Standard 1233-1998, Guide for Developing System Requirements Specifications, was used to guide the development of this RD and was adapted as appropriate.

1.1 System Purpose

The proposed system is a replacement of current P&IS legacy applications and will provide the GPO with a modernized retail management system for the sale of publications (books, maps, serials, videos, CD-ROMs, subscriptions) through the Superintendent of Documents, as well as provide order fulfillment services for other Federal agencies. The proposed system will have to assist and manage the following:

· Consigned and Reimbursable Inventory. Inventory for which GPO serves as a warehouse and fulfillment provider for other Federal agencies.

· Sales Inventory. Retail merchandise available for sale through the Superintendent of Documents.

· By-Law Inventory. Retail merchandise, such as Congressional Records, Bills, and Committee Reports, that GPO is required to warehouse and have available under Title 44.

· Print on Demand. Retail merchandise available for sale through the Superintendent of Documents and printed upon customer purchase.

1.2 System Scope

The scope of the proposed solution, the P&IS Order Fulfillment System, includes:

· Acquisition. The process by which the GPO makes Federal publications available for purchase through the Superintendent of Documents.

· Marketing. Assessing customer purchasing patterns for the purpose of suggestive selling, promotional packaging, and discounting.

· Inventory. The storage and monitoring of publications (sales, consigned-agent, reimbursable, and by-law), including warehouse functions such as inventory movement, auditing, and resupply.

· Sales. The placement of orders by customers and/or third party vendors.

· Customer History. The preservation of customer profile, purchases, payment history, and order status.

· Shipping. The fulfillment of orders, which includes publication packaging (commonly referred to as picking and packing) and shipment.

1.3 Glossary and Acronyms

1.3.1 Glossary

1.3.2 Acronyms

1.4 Resources

To complete the requirements for P&IS Order Fulfillment System, documents were reviewed, interviews conducted, and standards consulted.

1.4.1 Documents

United States Government Printing Office, Publication and Information Sales Concept of Operations, April 2008.

United States Government Printing Office Publication and Information Sales, Publication & Information Sales Program Acquisition and Inventory Control Plan.

United States Government Printing Office Publication and Information Sales, Inventory Handout.

United States Government Printing Office Publication and Information Sales, Publication and Information Sales, February 2008.

United States Government Printing Office Publication and Information Sales, Integrated Processing System, 1997.

United States Government Printing Office Publication and Information Sales, Pueblo Operations, March 2008.

United States General Services Administration, Draft Requirement Recommendations for Federal Citizen Information Center Publication, Ordering, Inventory/Distribution Systems, March 14, 2008.

1.4.2 Interviews

Current users were shadowed while they performed operational tasks. Formal interviews in the form of question and answer sessions were conducted with the following personnel:

Edmonds, E., et al., Publication and Sales Contact Center, March 17-18, 2008.

Edwards, S. and J. Treece, Government Printing Office Financial Management, March 13, 2008.

Grennon, W., Publication and Sales Financials, February 28, 2008.

Harding, D., Publication and Sales Government Printing Office Bookstore, March 6, 2008.

Kurtz, W., W. Grennon, and T. Leeds, Publication and Sales Requirements Kickoff, February 21, 2008.

Pino, A., M. Salas, et al., Publication and Sales Pueblo Operations, March 10-11, 2008.

Tuner, J., A. Ptak, and J. Cameron, Publication and Sales Acquisitions and Marketing, February 28, 2008.

Williams, L. and D. Harding, Publication and Sales Sales, Service Outreach, and Bookstore, February 28, 2008.

Williams, L., L. Salvatore, et al., Publication and Sales Laurel Warehouse Operations, March 5, 2008.

1.4.3 Standards

IEEE, IEEE Guide for Developing System Requirements Specifications (IEEE Std. 1233), December 22, 1998.

1.5 System Overview

The P&IS Order Fulfillment System will be a comprehensive retail management system that will allow the public to purchase publications available through the Superintendent of Documents or other Federal agencies and receive shipment from a P&IS warehouse location. By retaining customer history, the system will provide P&IS the opportunity to understand their customers and their customers’ buying history. By retaining publication history, the system will permit P&IS to retrieve each purchase transaction, determine the latency statistics between purchases, and characterize publications’ customers for marketing. The system will take advantage of technology to decrease manual labor, eliminate intermediary processes used to transfer data between non-integrated systems, and reduce the time between purchase and fulfillment.

The P&IS Order Fulfillment System must be capable of administering policy regulations for publication distribution. For example, as part of the consigned agreements, GPO must be able to restrict the number of publications purchased (or free publications selected) by zip code, address, or name. For another example, P&IS serves as a warehouse and distribution center for the Transportation Security Administration (TSA), which restricts shipment of TSA publications to United States airports only. It is imperative that the proposed system be flexible so that it can administer policy regulations based upon customer profile attributes and publication permissions. Such policy regulations will be used to permit, decline, or modify sales orders prior to proceeding to fulfillment.

2. General System Description The P&IS Order Fulfillment System will comprise the technology and business practices necessary for allowing GPO to manage retail, reimbursable, by-law, and print on-demand publication sales. This proposed future system will track purchases from order placement through order fulfillment, providing the customer with detailed information as an order progresses. The proposed system will provide email notification of credit card payment through pay.gov and will retain the date that orders are shipped as part of the customer’s online order history. It will provide publication customers with a web based interface for Internet purchases and order history as well as a Customer Contact Center interface that will enable associates to manage customers and their purchases placed by phone, email, fax, or mail. Additionally, an electronic data interchange (EDI) is proposed to allow real-time sales and inventory updates to third-party retail vendors and Federal agencies participating in reimbursable sales program.

GPO and its Federal reimbursable customers often package publications for promotional or special collection sale price, offer sale or promotional prices for individual publications, or discount merchandise based upon characteristics of the purchase transaction. The proposed system will handle the electronic assimilation of publications into a package, track the individual publication inventory, and translate the package into individual items for fulfillment. Additionally, the proposed system will allow pricing either based upon or independent of the customer profile attributes, customer purchase history, or publication quantity.

P&IS manages subscription services for the Superintendent of Documents and other Federal agencies. Subscriptions are a series of publications or periodicals distributed either regularly (monthly, bi-monthly, quarterly, etc.) or irregularly (P&IS is advised when new items are available and distributes them). Administering the subscription program successfully requires managing new subscription sales, subscription renewals, and subscription fulfillment.

P&IS manages customers’ standing orders for the Superintendent of Documents. Standing orders are publication orders by which the customer will receive updated versions when published. The proposed system must manage customer standing orders and securely store either credit card or deposit account information for payment. It should be noted this is the only instance where customer payment information is stored. The proposed system will only apply charges for standing orders when a new publication version is available and shipped.

The P&IS Order Fulfillment System will manage the inventory of multiple warehouses with multiple fulfillment locations. This includes storage, monitoring, auditing, and replenishment of publications. This system should suggest replenishment of inventory to fulfillment areas when stock in those areas is insufficient to fulfill current or upcoming orders. The system should also allow packing assignments to be stored, sorted, and delegated based on the date the order was placed, estimated package size, order type, or publication to take advantage of work distribution and postage discounts.

P&IS hopes to take advantage of all technology that can be integrated in order to decrease manual operations. The proposed system will provide encoded subscription renewal cards that may be scanned when returned with renewal payment. This system may also use scanning and hand recognition software to process third-party catalog mail-in orders. Lastly, the proposed system may use scanning technology to track inventory and inventory locations.

2.1 System Context

The P&IS Order Fulfillment System will be implemented in the context of GPO’s strategic goals and modernization plans. The figure below shows an order’s progression from placement to delivery.

To meet the operational goals of P&IS, the proposed system must:

· Provide comprehensive customer ordering, including the capability to save partially completed orders

· Provide the ability to customize the storefront design or provide a storefront from a set of templates

· Provide the capability to track shipped packages and provide updates to customers

· Support product inventory, including a web interface for adding, removing, and restocking items in inventory

· Support and manage customer email and mail distribution lists

· Provide the capability to interface with Oracle Financials

· Provide the ability to process financial transactions through pay.gov

· Provide an interface to a content management system (e.g., Documentum) for direct-download items

· Provide an interface with the pay.gov credit card processing system

· Provide cross-selling and marketing capabilities to customers who have selected to receive marketing emails

· Support simple product subscription capability

· Support advanced/customized subscriptions

· Support multiple user account classes with different access privileges

· Display or hide items based on user class

· Provide an on-line retail EDI for third-party and Federal agencies to use in exchanging real-time synchronous order entry and inventory updates Figure 2.1. P&IS Order Fulfillment System Context

2.2 System States

This system only has two states, operational and non-operational. The proposed system should remain operational despite degraded states of interfacing systems.

2.3 Major System Capabilities

The major system capabilities are listed and described below.

· Customer History. Customer history is the profile maintained by the proposed system; it includes customer name, address, shipping addresses, publication orders, and order shipping details.

· Item History. Item history is the purchase transactions maintained by the proposed system for each publication. Each purchase transaction includes data such as date, purchaser, sales price, and cost.

· Inventory. Inventory includes the warehouse function and the details about the publication. The warehouse requires support for inventory receipt, audit, and moves. The system also maintains information regarding the publication that includes International Standard Book Number (ISBN), title, stock number, stock locations (warehouse and multiple retail areas), and quantity.

· Acquisitions. Acquisitions manage the cost file on purchase orders and on incoming (due-in) publications.

· Sales. Sales include the interfaces used by the different actors to purchase or administer accounts on the system, as well as discounts and cross-selling needs.

· Shipping. Shipping is the fulfillment of an order, which includes packaging and shipping the publications that have been ordered.

· Financials. Financials is the management of cumulative sales and revenue.

· Outside Interfaces. Outside interfaces are other information systems that flow information either to or from the proposed system.

· Accounts Receivable. Accounts Receivable includes the management and tracking of customer payment history.

· Other. This category includes any additional requirements such as customized reports, 508-compliance for the website, and user access controls that are not tightly coupled with the system capabilities included above.

2.4 Major System Conditions

The major system conditions listed below are potential system conditions that must be refined when non-functional requirements are addressed.

· Interoperability. The proposed system must be interoperable with retail business partners using the EDI.

· Responsiveness. The proposed system must be operational 99% of the time.

· System Flexibility. The proposed system must allow for user, user group, publication, and data access modifications throughout the life of the system.

· System Scalability. The proposed system must scale to accommodate at least a 25% expansion of warehouse and fulfillment locations.

· System Scalability. The proposed system must scale to sustain at least a 50% increase in average system volume.

· Standards Compliance. The proposed system must adhere to all GPO and Federal governing standards for operations.

2.5 Major System Constraints

The system shall be configured and implemented to support appropriate GPO operational policies and standards. These include:

· P&IS will coordinate with GPO Oracle and modernization efforts

· Interfaces will have to be developed in compliance to GPO modernization schedule.

· P&IS legacy data must be cleansed and migrated to ensure that customer history is preserved, resulting in an effective transition.

· The system should be designed and implemented in accordance with the strategic technology and architecture decisions of the GPO Enterprise Architecture.

· Implementation must be consistent with the GPO Information Assurance Security Policy.

2.6 User Characteristics

A user can be defined as anyone who will interact with the system. The major user classes identified for the system include:

· Customers. Customers can purchase merchandise through the GPO Bookstore, Contact Center, mail (via PNC Lockbox) or fax for sale and subscription publications. Customers of the Federal Citizen Information Center purchase select publications through the General Services Administration (GSA) website, GSA Customer Center, Pueblo front office or by mail (Pueblo PO Box) or fax for reimbursable, free, and low cost publications.

· Book Dealers. Book Dealers are third-party sellers who will primarily use the EDI. Book Dealers can make purchases to supply or replenish their stock or purchase on behalf of a customer. Dealers provide payment by deposit account, credit card, or check. Book Dealers are not self-identified, and are verified by the customer contact center management and granted book dealer privileges upon approval.

· Federal Agencies. Federal Agencies are consumers of publications, subscriptions, and consigned merchandise. Federal Agencies are allowed to provide payment by deposit account, check, or credit card (government purchase card), or they can be invoiced for purchases.

· State and Local Governments. State and Local Governments are consumers of all types of publications and subscriptions (including free and low cost). State and local customers pay by deposit account, credit card, check. The only state and local facilities that can be invoiced are collegiate bookstores.

· Book Dealer Customers. Book Dealer Customers are customers of Book Dealers who are identified in the system with the book dealer symbol. These customers are consumers of sales, consignment, or subscription publications that may only be purchased through the Book Dealer. The Contact Center is not permitted to speak directly with Book Dealer Customers, nor will these customers have access to online accounts.

· General Customers. General Customers are customers other than the above who purchase publications (including free and low cost publications) and subscriptions.

· Contact Center Operators. Contact Center Operators are responsible for processing subscription renewals or phone, mail, and fax orders. Contact Center Operators are permitted to see customer account information and place orders on behalf of a customer.

· Contact Center Managers. Contact Center Mangers are responsible for overrides and identifying valid book dealers.

· Warehouse Operators. Warehouse Operators are responsible for performing inventory checks, movement, and fulfillment. For purposes of fulfillment, it is imperative that time spent and materials used are captured to ensure accuracy of changes incurred for reimbursable sales.

· Warehouse Manager. Warehouse Managers supervise shipping jobs and assign shipping/warehouse tasks, modify inventory, and submit inventory moves.

· Acquisitions and Marketing. Acquisitions and Marketing are responsible for inventory processing, promotions, and sales. Acquisitions and Marketing are allowed to package merchandise for special sales, discount merchandise, and offer items for sale.

· Customer Agencies. Customer Agencies include those agencies that have entrusted GPO with fulfilling orders. Current customers include, but are not limited to, GSA (free, low cost, and purchase programs), TSA (reimbursable), and Immigration and Customs Enforcement (reimbursable). These agencies should be allowed access to inventory and due-in shipments. They can also select products for special pricing and promotions as well as a preferred shipping method.

· Financial Management. Financial Management is responsible for invoicing work performed for consigned sales as well as for reporting cumulative sales and revenue.

2.7 Assumptions and Dependencies

The following will be considered in addition to the functional requirements:

· GPO Information Technology Security Requirements

· GPO Information Technology Policies and Procedures

· GPO Enterprise Architecture

· GPO Oracle Implementation

· GPO Modernization

· External Interfaces

2.8 Operational Scenarios

This RD describes the desired features needed for the proposed system. The following scenarios convey these needs. Each describes a single example of how users may interact with the system. The scenarios provided are illustrative only, are not intended to express all possible user scenarios, and do not convey a fixed series of steps found in an actual implementation.

2.8.1 Create Customer Account

2. The user selects to submit the profile information.

3. The system verifies that all required fields are populated.

4. The system verifies that entered data is not offensive.

5. The system verifies the system identifier is unique.

6. The system verifies that account security access information adheres to GPO security criteria.

7. The system accepts the account profile submitted.

a. During steps 3-6, the system does not approve submitted information.

b. The input screen is provided to the user, indicating fields that did not successfully pass verification.

2. If created by a contact center representative, the system logs the customer contact center representative’s activity.

2.8.2 Publication Search

2. The user instantiates the publication search by pressing the search button

2.8.3 Publication Browsing

2. The user initiates the publication search by pressing the search button.

2.8.4 Publication Purchase

2. The publication is selected for purchase (In many e-commerce applications, this entails adding the item to the shopping cart).

3. The user proceeds to finalize purchase (or proceeds to checkout).

4. The list of selected merchandise is presented to the customer.

5. The user selects the method for shipping.

6. The user selects to use the payment address as the shipping address.

7. The user chooses the payment option.

8. The user provides payment information.

9. The user selects to submit payment information.

10. The system indicates valid payment.

a. At step 1, the user will select more than one publication for purchase through browsing or searching.

More than One Publication

a. At step 6, the user selects to provide an alternate shipping address.

b. The user provides an alternate shipping address.

Continue Shopping

a. At any step before payment completion, the user can select to continue shopping for publications.

Cancel Order

a. At any time before payment completion, the user can select to cancel order.

b. The items previously selected for purchase will no longer be selected.

a. At step 9, the system indicates invalid payment.

b. The user will be provided the option to correct payment information or choose another payment option.

2. The inventory for each item is decremented by the quantity purchased.

3. The publication order is completed and forwarded to fulfillment.

2.8.5 Mail-in Subscription Renewal

2. The contact center representative enters address changes.

3. The contact center representative enters the subscription quantity.

4. The contact center representative selects a payment option.

5. The contact center representative enters payment information.

6. The contact center representative selects to submit payment information.

7. The system indicates valid payment.

a. During steps 2-3, there was no change to the address and the contact center representative did not have to modify the address.

b. The contact center representative would have to access the customer account and manually update the subscription renewal.

a. During step 1, the renewal code was invalid.

b. The contact center representative would have to access the customer account and manually update the subscription renewal.

Invalid Payment

a. At step 8, the system indicates invalid payment.

b. The contact center representative will be provided the option to correct payment information.

c. If payment information is correct but not accepted, the system will generate a notice to the customer of invalid payment.

2. The customer is added to the subscription mail list.

3. If the subscription is irregular,

a. The inventory is decremented by the subscription quantity.

b. The order for back publications is forwarded for fulfillment.

2.8.6 Inventory Adjustment

2. The user selects to update the inventory details.

3. The user modifies the inventory details.

4. The user selects to save the inventory details.

5. The inventory details are updated.

a. The user is notified of the inability to update the inventory details.

2.8.7 Fulfillment Assignment

2. The user assigns the fulfillment orders to a staff member.

3. The fulfillment assignments are queued for operators.

3. Requirements The requirements listed in this section are the result of a thorough analysis of the current P&IS operations and suggested improvements. Requirements are the tools used to construct, test, and validate the resulting system. The requirements in this section are organized into the categories discussed in Section 2.3, Major System Capabilities. Each capability is decomposed into sub-requirements; granular functionality is reflected in the hierarchical numbering scheme.

3.1 Customer History

3.2 Inventory

3.3 Acquisitions

3.4 Sales

3.5 Shipping

3.6 Other