Integrated Financial (Budget) Management Information SystemWhite Paper on Operations and Maintenanc

Integrated Financial (Budget) Management Information System
White Paper on Operations and Maintenance Service Technology
1. Construction of integrated financial platform system 3
2. Service scope, content, and methods 4
2.1 Resident on-site service 4
2.2 Regular on-site services 21
2.3 Temporary on-site services 26
2.4 Remote Services 31
2.5 Consulting Services 40
2.6 Training Services 41
3 Service Quality Assurance 44
3.1 Service Supervision Mechanism 44
3.2 Customer Complaint Handling 44
3.3 Service Quality Assessment 45
3.4 Service Commitment 46
4 Emergency Plan 47
4.1 Emergency command organization and responsibilities 47
4.2 Emergency Response Process 48
4.3 Warning Level 52
4.4 Guarantee Measures 52
1. Construction of integrated financial platform system
At present, the integrated system of financial platforms at all levels has entered the operation and maintenance period. In order to ensure the normal operation of the system, timely and effective handling of emergencies is essential for operation and maintenance. Due to the contractor's understanding and familiarity with the system, it is also the most suitable and correct choice for the contractor to operate and maintain the integrated system of financial platforms.
2. Service scope, content, and methods
During the operation and maintenance service period, the software company promises to provide comprehensive and timely technical and support services for the financial integration platform system to financial users.
The methods of service include: permanent on-site service, regular on-site service, temporary on-site service, remote service, consulting service, and so on.
The scope of services is as follows:
Maintenance of application support platforms;
Maintenance of business systems based on platform growth;
Maintenance of the access business system platform end.
Operation and maintenance services do not include the development of new features or performance optimization of the operating environment.
Please refer to Attachment 1 "Software Company Operation and Maintenance Service Information Table" for the business system modules of the service.
2.1 Resident on-site services
Resident on-site service refers to the software company dispatching dedicated personnel to provide on-site services at the user's site (user's office). The branch and company headquarters provide comprehensive services to Party A through remote support from the implementation of operation and maintenance service centers, operation and maintenance support training centers, various product research and development centers, product planning centers, and marketing centers.
2.1.1 Service measures
The software company is responsible for providing technical personnel recognized by the finance department to commute to and from work according to the user's daily schedule.
The mobile phones of the on-site personnel of the software company are turned on 24/7, providing thoughtful service to users 24/7.
2.1.2 Service process
The main process of operation and maintenance services for resident on-site personnel is shown in the figure:
Figure 2.1 1: Flow Chart of Operations and Maintenance Services for Resident Site Personnel
2.1.3 Service Content
The resident on-site personnel mainly provide users with the following content:
2.1.3.1 Daily services
1. Daily transaction processing services
When users encounter problems while using the system, on-site operation and maintenance engineers assist them in answering and handling them. These daily affairs issues include:
1) Daily inspection, checking the status of various related application systems and servers, filling out daily inspection forms, and reporting on emergency affairs;
2) Daily phone answering, answering all user inquiries, and keeping phone records. For key issues, focus on handover and resolution;
3) Receive users for on-site consultation, account reconciliation, and CAKey processing;
4) Conduct requirement research and write business documents;
5) Daily statistical summary table, such as monthly business system operation status table
6) Maintenance of departmental and unit issues and needs;
7) Online assistance for problem handling and response;
8) The addition and modification of platform financial users and unit user personnel;
9) Change and addition of platform unit names;
10) Add, modify, and deactivate portal business systems;
11) Setting and adjusting portal single point login;
12) Platform, access log tracking, and backup;
13) Analysis and resolution of platform and access errors;
14) Weblogic middleware work status monitoring;
15) Bug updates and debugging;
16) Temporary emergencies.
The service process is shown in the figure:
Figure 2.12: Answering and Handling Daily Problems Flowchart
Process description:
Users can communicate with the on-site operation and maintenance engineer via phone or directly, describing the system issues. The operation and maintenance engineer is responsible for answering the user's phone and forum questions, or going to the user's site to answer the user's questions; And summarize, organize, and update the problem collection;
Daily maintenance of telephone records, using tables for recording, and reporting to the information center and on-site personnel on a daily basis. For unresolved issues, they should also be recorded and followed up and resolved by the problem leader the next day;
For data that needs to be modified in the background, the "Financial Integrated Management Information System Platform/Database Modification Record Form" should be filled out and modified according to the prescribed process;
For problems that need to be solved on-site, the "On site Service Form" should be filled out and signed by the user;
For problems caused by system defects, explanations should be provided to users and the problem should be submitted to the company's R&D center. For business process issues, the user should be informed of the phone number of the corresponding person in charge of the relevant business department;
For problems that cannot be solved by the operations engineer, they will report to the resident on-site manager;
The resident on-site manager reports to the branch manager, who coordinates the R&D personnel to the user's site to solve problems.
2 Data Inspection Service
The data inspection service mainly includes the following contents:
1) Daily data verification, such as procurement intranet data, settlement data, financial and tax database and banking data;
2) Develop and test data modification scripts;
3) Add and modify platform basic data. (including functional subjects, economic subjects, payment methods, bank accounts, centralized departments, document numbers, projects, etc.);
4) Daily platform reconciliation. (not limited to indicators, plans, payments, and settlement data);
5) The setting of the new year's accounting system and the updating of new basic data;
6) Monitoring the working status of Oracle database (mainly including monitoring archive logs and tablespaces);
3 Information Item Value Set Services
When encountering problems in configuring information item value sets for various financial business departments/departments, the resident on-site engineer will assist each business department/department in solving them. Including:
1) Changes in budget unit information;
2) Changes in bank account information;
3) Add budget units;
4) Add a new bank account;
5) After the basic data item value set is changed, it is maintained on the platform;
6) Change user permissions.
The service process is shown in the figure:
Figure 2.13: Information Item Value Set Processing Flowchart
Process description:
Propose change information
The business department proposes changes such as adding, modifying, and deleting budget units and non departmental budget units within its management scope, and the reasons must be indicated and signed by the business department head.
Clarify the change content
Including unit name, contact person, phone number, account information, etc.
Confirmation process
The business handling department proposes change information, which is signed by the responsible department head and submitted to the payment center. After confirmation by the payment center, it is submitted to the information center. After confirmation by the information center, it is maintained by the operation and maintenance personnel in the integrated system.
Maintain change content
The operation and maintenance personnel shall refer to the paper signed change form and make relevant information changes in accordance with the system maintenance requirements.
4 User Permission Configuration Service
When the financial user administrator encounters problems in configuring user permissions, the resident on-site engineer will assist the administrator in resolving them. Including:
1) Add user permissions;
2) Personnel permission adjustment;
3) Financial user permissions and bank account maintenance;
4) Portal login function permission settings;
5) Portal login data permission settings;
6) Maintain on the platform after changing user permissions.
The service process is shown in the figure:
Figure 2.1 4: User Permission Configuration Flowchart
Process description:
After filling out the application system usage application form and passing the review by the relevant supervisory department, the user shall notify the platform maintenance personnel to allocate portal permissions.
Platform maintenance personnel conduct personnel and permission information checks on budget units.
After checking for accuracy, allocate user permissions through the platform portal management module.
After successful platform service verification, complete the portal permission settings.
2.1.3.2 Business Function Configuration and Change Configuration Services
Resident on-site engineers provide users with relevant configuration services for business document (function) configuration changes and new business documents,
1) Adjustment of business processes, changes in personnel and permissions, and changes in units;
2) System parameter settings;
3) Adjust the information items and interface display format of business documents according to user usage habits;
4) Changes and deletions of business documents (functions);
5) Changes and deletions to document business rules, workflows, etc;
6) Adjustment of information item order, etc;
7) Platform data modification, such as problem data caused by system defects or problem data caused by user reasons;
8) Improvement of system defect categories, such as patching system defects that affect business processes;
9) Adjustment of configuration defects, such as software changes caused by insufficient research or unclear user feedback;
10) Password management, modification and retrieval;
11) Changes in the payment and settlement process of special funds;
12) Changes to the centralized payment data payment settlement process;
13) Automatically generate payment applications for part of the financial agency plan data;
14) The addition and use of account sets in the accounting system;
15) Change merge rules;
The service process is shown in the figure:
Figure 2.15: Business Document Addition and Configuration Change Process Diagram
Process description:
The operation and maintenance engineer tracks and processes user raised questions and new business document functions, is responsible for modifying business document configurations, submitting tests, and providing feedback on work results;
If it involves the need for the R&D center to modify or add programs, the product upgrade process should be followed.
2.1.3.3 Software update services
Provide on-site services to assist users in improving product program functions and updating software, ensuring the normal operation of the system, including:
1) Solve and handle bugs that occur during system operation, and optimize system performance;
2) Further improvement of system program functionality in terms of user convenience;
3) The company's R&D center will regularly release some update programs, and on-site operation and maintenance engineers will update the software for the user's system on site;
4) Improve system performance;
5) Add standardized control functions to the system;
6) According to the company's release situation, regularly upgrade relevant modules;
7) New functional upgrades related to year-end transfer;
8) Upgrade of business system functions;
9) Addressing new demands;
10) Unified version upgrade.
The service process is shown in the figure:
Figure 2.1 6: Software Update Service Flowchart
Process description:
The company's R&D department releases software update programs and sends them to software update engineers. The software integration engineer carefully reads the release instructions and related configuration documents for each subsystem, understands the interdependencies, upgrade precautions, etc., and forwards this document to the resident on-site personnel;
Establish a testing environment and arrange testing. Testers should conduct targeted testing and write test cases specifically for submission to software integration engineers;
After the testing is completed, the integration engineer shall write a test summary report, communicate with the user, and obtain the user's consent to update it;
The operation and maintenance engineer updates the system software on site, establishes a baseline for the new version of the program, integrates, releases, and deploys the work;
Upgrade the archive. Paper upgrade documents, including version upgrade or server maintenance control forms, test reports, and software test cases, shall be submitted to the information center for archiving;
Upgrade observation. After upgrading the generation environment, it is important to observe the business system for 3 to 5 days and respond promptly to the impact of the upgrade caused by inadequate testing.
2.1.3.4 Auxiliary data backup and recovery services
Provide data backup solutions for users, assist financial users in establishing a data security backup mechanism, regularly backup data, so that data can be restored based on backup data in case of system data damage.
Backups are conducted from different perspectives, including:
1) Data backup before year-end transfer;
2) Daily data backup;
3) The platform database is backed up in the early morning every day, usually for the current year's annual database, and at the end of the year, it is usually backed up simultaneously for two years;
4) Comprehensive query library, backed up in the early morning every day;
5) Receive inventory and make weekly backups.
2.1.3.5 Auxiliary year end conversion and initialization services
Assist users in on-site services for system year-end conversion and new year initialization, including:
1) Assist system administrators in conducting year-end transfer testing;
2) Reconciliation services between software company products and other business systems;
3) Provide suggestions and assist in adjusting the planning of the new year's basic data based on the actual situation;
4) Assist in system configuration checks.
5) New year initialization, opening a new year database, new database initialization services, including platform clearing processing, and agent bank clearing processing.
Preparation for year-end transfer:
Determine the end of year transfer time
Clarify the demand for year-end transfer
Explanation of year-end transfer process
First, determine the current year's transfer plan, transfer time, and steps with the budget, treasury, and payment center.
The finance department shall notify all units to terminate reporting plans and payments before XX hours on December XX, 20XX, and clear all in transit business data.
The main types of transfer include: fund utilization plan transfer, department indicators (to be divided), unit indicators (executable indicators), and unit quotas (executable authorization plan quotas).
Each budget unit, department, and payment center shall reconcile accounts, and report and confirm the execution of all budgets for the current year through various methods such as reports and comprehensive queries.
According to the previously agreed transfer plan, carry out the transfer under the year-end transfer management.
2.1.3.6 Report Customization Service
In response to the data stored in the integrated system database of the platform and the personalized report requirements raised by users, the operation and maintenance engineer produces the report on site. In general, the first step is to create commonly used local reports and urgently needed reports. In order to standardize the process of customizing integrated system reports, enhance the coordination and arrangement of on-site operation and maintenance personnel in report production, and improve the efficiency of report production.
1) Adjustment of query reports;
2) Comprehensive query report production;
3) Adjustment of comprehensive query reports;
4) Extract report data;
5) Design specific presentation methods for reports;
6) Report through system configuration;
7) Set permissions to open reports.
Process description:
User requests for reports
Provide specific presentation methods and styles for reports in WORD or EXCEL format.
Declaration report
The information center reviews and confirms the report requirements information. If it is confirmed to be feasible, the report requirements information can be provided to on-site operation and maintenance personnel;
Create reports
On site operation and maintenance personnel shall complete the production of reports within the specified period based on the provided report requirements information, and verify the accuracy of report data;
Publish reports
The on-site operation and maintenance personnel will add the report to the integrated system, and the relevant personnel in the information center will inspect the report. If it is confirmed that the report meets the requirements, the operation and maintenance personnel can be notified to open the report to business personnel.
2.1.3.7 Inspection services
In addition to responding promptly to system issues, in order to ensure the normal operation of the system