Customer Engagement

Introduction

We need you as much as you need us. ADT projects are partnerships between customers and WTS. As a result, we need you to be engaged in the process and work with us to ensure a high quality result. Below you will find a list of tasks that are the responsibility of the customer. ADT can assist you in accomplishing these tasks.

Expectations

For all of the following roles we expect the representative to be able to:

  • Respond in a reasonable time period.
  • Make decisions based on their role in the project.
  • Escalate any issues appropriately.
  • Notify us of an alternate contact when they are unavailable.

Data Classification

It is the customers responsibility to ensure that all data access via the application is treated appropriately. For further information, please review information related to Information Governance, specifically the Data Classification and Data Handling Standards.

Access

Depending on the needs of the application and the customer, applications are sometimes restricted from access off campus. If this is the case, the customer will need to request for secure access for all users who they wish to have off campus access. This is achieved through the Western ROAMS service.

Western Remote Office Access Management Service (ROAMS) is a service designed to provide secure access to campus assets from around the world. For further information, please review our ROAMS documentation.

Requirements/Functionality

ADT requires someone who:

  • Knows the business goals of the project.
  • Knows the business processes to be in the application.
  • Knows the desired functionality of the application.
  • Can both suggest and sign off on changes to project scope.

ADT will assist with this as much as possible.

Communications

There are a variety of roles for the customer in communications.

Application Owner

We need a general contact for the application. This person would:

  • Be considered accountable for the application as a whole.
  • Sign off on the application readiness for production.
  • Send/receive information to/from WTS about operational issues.
  • Receive notifications of upcoming changes from WTS.

Documentation

We need a contact person who can:

  • Provide verbiage for application content.
  • Create and provide a link to any help documentation required.
  • Own and manage mailing lists that are used for application contacts (Contact Us).

Support

We need a contact person who:

  • Knows the technical side of any application integrations. E.g. RSS feeds, etc.
  • Can accurately describe any issues and assist ADT in resolving them.
  • Knows how to interact with our issue management application Jira.

Testing and Sign Off

Testing is such an important part of ensuring application quality. In many cases the developer does not know things like why the application is supposed to do what it is supposed to do or what might be an invalid piece of data for input, etc. This is why it is important that the customer understands the significance of testing.

ADT will do our best to:

  • Ensure the application is bug free.
  • Implement the business processes as we understand them.
  • Provide a safe environment to do destructive testing.
  • Deploy applications to secure, resilient infrastructure.
  • Engrain security and accessibility into the development process.
  • Assist in the proper testing by the customer.

ADT needs someone who:

  • Knows the intended functionality of the application.
  • Knows types and examples of valid and invalid data.
  • Is good at tracking how the test was executed and can repeat the process.
  • Is authorized to sign off for release to production.

Example tasks for general testing/feedback (this should not be considered an exhaustive list):

  • Review the overall look and feel of the application. Colours, images, field and button positions, etc.
  • Create a map of all the pages in the application and how they are connected. Follow all possible paths of this map to ensure they are correct.
  • Read all of the text in the application for spelling, grammar, correct business message, etc.
  • Click all links in the application to validate they are going to the correct locations.
  • Ensure the correct people are allowed to sign in to the correct portions of the application.
  • Attempt to enter valid/invalid data into forms, including ensuring required fields work correctly.
  • Execute all processes that result in an email being sent to ensure they function correctly.
  • Process E-Commerce transactions to ensure they function correctly. ADT can assist with a dummy storefront setup.
  • Generally try to break the application, including going click happy on buttons, entering invalid characters, trying to reach pages you shouldn't be able to reach, etc.

Resources

Published on  and maintained in Cascade CMS.