Maple City Mobile Payment Portal

Case Study 5


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Maple City Mobile Payment Portal


Maple City is in need of an online payment system. The city government has started a project to create a mobile portal for payments. The city’s citizens will use this portal to make payments toward recurring costs for water, sewer, and rent for public housing. It will also allow citizens to pay one-time charges for parking tickets and other city code enforcement items or services. The mayor, Li Patel, is concerned that the project may take longer than expected and cost more than the allotted budget.


This project integrates three main billing systems into the new payment portal. Each of the three systems needs to be upgraded so integration with the new system is possible. In the past, a citizen might update an address in the utility system, but then a parking ticket would still be mailed to an old address. Other times, a citizen would be owed a refund of a housing deposit upon moving out of an apartment but were unable to apply that refund to the payment of a final utility bill because the systems did not communicate.


The original labor budget for the project is $72,800, based on 1,456 budgeted hours at the standard IT department rate of $50/hr. Any necessary equipment will be paid for out of a state technology grant program whose funds are expiring this fiscal year.


The project started the first Monday of April, and the goal is to finish by the end of the city’s fiscal year, which runs July 1–June 30. The IT director, Jack Kalani, holds a weekly project status meeting with the mayor on Wednesday mornings. The main focus of the third weekly meeting is both on bringing in a new project manager, who is taking over for the original project manager, and on reassuring the mayor that a plan is in place to complete the project successfully.


In preparation for the weekly meeting, each of the team leads has submitted a status report to the IT director, showing all work completed and money spent by the end of day 12.


Teams Completed Tasks
Oliver Sousa

System Requirements and Design

1.1 Billing department user interviews – day 3

1.2 Functional requirements document – day 5

1.3 Determine technology needs – day 7

1.4 Establish testing plan – day 8

Talia Williams

Water, Sewer, Garbage Collection

2.1 Create database tables – day 10

2.2 Data cleanup and import – day 12

Anika Costa

Parking and Code Enforcement

3.1 GIS system integration – day 11

3.2 Mobile device procurement – day 12

Hannah Lee

Public Housing Rent

4.1 Create database tables – day 12
Kamal Kim

Payment Processing





Work Breakdown Structure


The following work-breakdown structure (WBS) shows the tasks required to complete the project along with duration estimates and task predecessors. All tasks are assigned to a single individual to complete except for those with a different full-time equivalent (FTE) as indicated below. An FTE of 2.5 indicates the task will be carried out by two full-time employees and one half-time employee.


Line # WBS # Phases/Tasks Days Predecessors
1 1 System Requirements and Design
2 1.1 Billing department user interviews 2
3 1.2 Functional requirements document 2 1.1
4 1.3 Determine technology needs 3 1.1
5 1.4 Establish testing plan 1 1.2, 1.3
6 1.5 Establish implementation plan 1 1.4
7 2 Water, Sewer, Garbage Collection
8 2.1 Create database tables 5 1.3
9 2.2 Data cleanup and import 5 2.1
10 2.3 Customization of utility module 10 2.1 2 FTE
11 2.4 Integration with water meter system 4 2.2, 2.3
12 2.5 Testing 2 2.4
13 3 Parking and Code Enforcement
14 3.1 GIS system integration 4 1.3
15 3.2 Mobile device procurement 6 1.3
16 3.3 Customization of ticketing module 10 3.1, 3.2 2.5 FTE
17 3.4 Testing 3 3.3
18 3.5 Hiring and training 10 3.4
19 4 Public Housing Rent
20 4.1 Create database tables 5 1.3
21 4.2 Data cleanup and import 5 4.1
22 4.3 Customization of property module 15 1.3
23 4.4 Maintenance request log development 15 1.3
24 4.5 Testing 2 4.2, 4.3, 4.4
25 5 Payment Processing
26 5.1 Ad hoc service billing development 22 1.3
27 5.2 Integration with billing systems 10 2.5, 3.5, 4.5, 5.1
28 5.3 Establish merchant account 2 1.5, 5.2
29 5.4 Set up EFT gateway 3 5.3
30 5.5 Training billing specialists 5 5.4 2 FTE




Status Reports



Oliver Sousa

Budget % Complete Expenditures
Hours Dollars Hours Dollars
System Requirements and Design 72 $3,600.00 94% 78 $3,900.00
Billing department user interviews 16 $800.00 100% 20 $1,000.00
Functional requirements document 16 $800.00 100% 19 $950.00
Determine technology needs 24 $1,200.00 100% 23 $1,150.00
Establish testing plan 8 $400.00 100% 9 $450.00
Establish implementation plan 8 $400.00 50% 7 $350.00



Our work is mostly completed. We have done everything except for finalize some lingering details of the communication plan. Once the system is in place and running, citizens will need to log in using a temporary code in order to set up their account and activate the app. We have been waiting to hear whether we have enough email addresses to send the codes out electronically or if it would be better to include a paper insert in the July utility bills. It seems that either way we will miss some people.







Talia Williams

Budget % Complete Expenditures
Hours Dollars Hours Dollars
Water, Sewer, Garbage Collection 288 $14,400.00 57% 188 $9,400.00
Create database tables 40 $2,000.00 100% 45 $2,250.00
Data cleanup and import 40 $2,000.00 100% 50 $2,500.00
Customization of utility module 160 $8,000.00 53% 93 $4,650.00
Integration with water meter system 32 $1,600.00 0% 0
Testing 16 $800.00 0% 0



The database is functioning, and our quality audits show that everything matches with our legacy system. As we discussed the status of the database in our last team meeting, someone had the question of what happens if anyone moves, starts service, or stops service between now and when the system goes live. Do we have an estimate of how many service changes usually happen each month? Depending on how many we usually have, we will develop a recommendation for keeping the databases synchronized until we go live on July 1.






Anika Costa

Budget % Complete Expenditures
Hours Dollars Hours Dollars
Parking and Code Enforcement 384 $19,200.00 22% 114 $ 5,700.00
GIS system integration 32 $1,600.00 100% 40 $2,000.00
Mobile device procurement 48 $2,400.00 100% 50 $2,500.00
Customization of ticketing module 200 $10,000.00 3% 24 $1,200.00
Testing 24 $1,200.00 0% 0
Hiring and training 80 $4,000.00 0% 0



We were able to obtain all the mobile scanners and ticket printing hardware. The grant system made it really easy to purchase those. Any additional hardware we might require after July 1 will have to be covered by the city budget though since the technology upgrade grant is ending on June 30. So far, we have spent most of our time figuring out the hardware features, so we have not gotten very deep into the actual coding yet. It seems to have some useful tools, especially the built-in camera that code-enforcement officers can use to document violations with, which is something our officers have never had before.







Hannah Lee

Budget % Complete Expenditures
Hours Dollars Hours Dollars
Public Housing Rent 336 $16,800.00 26% 66 $3,300.00
Create database tables 40 $2,000.00 100% 41 $2,050.00
Data cleanup and import 40 $2,000.00 4% 6 $300.00
Customization of property module 120 $6,000.00 18% 10 $500.00
Maintenance request log development 120 $6,000.00 21% 9 $450.00
Testing 16 $800.00 0% 0



It appears we have all the data we need to be compliant with the Department of Housing and Urban Development (HUD) requirements for supplemental housing assistance. Not all residents of the public housing units have their agreements on file. We are working on making a list of residents who either need a new eligibility form completed or who just need to have their form scanned and attached to their account. The new system will be a lot easier for the office staff since it will be completed electronically. The system will not issue resident key cards if anything is out of order, so we have a sort of forced compliance moving forward. We have decided to keep the existing maintenance requests in the current paper filing system for maintenance staff to work through, and only new requests will show up in the new request system. We simply do not have the data entry personnel available to digitize the existing requests.








Kamal Kim

Budget % Complete Expenditures
Hours Dollars Hours Dollars
Payment Processing 376 $18,800.00 13% 79 $3,950.00
Ad hoc service billing development 176 $8,800.00 27% 79 $3,950.00
Integration with billing systems 80 $4,000.00 0%
Establish merchant account 16 $800.00 0%
Set up EFT gateway 24 $1,200.00 0%
Training billing specialists 80 $4,000.00 0%



During our last community council meeting, the suggestion was made to have another form of payment, such as PayPal or Venmo. Li Patel was at that meeting and promised that we would do everything we could to make more payment types available. We have not yet started working on that part of the project, but that will take some time to research the necessary APIs and other requirements before we can decide which service to go with. Is this something that is really necessary to have right now, or can we add this as a feature later?


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