Product Requirements Document
ACT × Deloitte Employee Connectivity Portal
- Version
- 0.1 draft
- Date
- 8 October 2026
- Basis
- Clickable prototype (this site)
- Status
- For review. Items marked TBC or Proposed need confirmation.
How to read this. Requirement tables show a priority (Must, Should, Could) and a Prototype column: Built means the prototype already behaves this way, Simulated means the prototype fakes it, Proposed means it is new. Where the prototype and this document differ, this document governs.
1. Overview
Purpose
Give Deloitte employees and the Deloitte admin team one portal for the whole life of an ACT broadband connection: getting connected, getting faults fixed, changing the account, and closing it out, with a dedicated helpdesk behind it.
Goals
- One place to request a connection and follow it from request to installation.
- Deloitte admin approval before ACT proceeds with any new connection.
- Automatic routing of each connection to the right engineer (Retail SE or Community SE) from the address.
- Every request has an ID, a visible status and a committed TAT.
- A clear escalation path when a TAT is missed.
- Billing history, invoices and bill payment beyond the onboarding payment.
Success measures (proposed)
| Measure | How measured | Target |
|---|
| Request to work order time | Median time from submission to work order generated | TBC |
| Admin approval time | Median time a request waits in Admin Approval Pendency | TBC |
| Installation turnaround | Work order to Installation completed | 48 hrs (placeholder) |
| TAT adherence | Share of tickets resolved within TAT, by category | TBC |
| Escalation rate | Escalations per 100 tickets | TBC |
2. Users and roles
| Role | Who | Needs |
|---|
| User | Deloitte employee | Apply for a connection, raise tickets, track status, escalate. |
| Admin | Deloitte admin or authorised signatory | Approve or reject new connections, see request details and address, track requests and tickets. |
| Retail SE / Community SE | ACT sales engineer | Receive assigned connections, complete KYC and documentation with the employee. |
| Network engineer (NE) | ACT field engineer | Receive the work order, confirm the appointment, visit and install. |
| Central support desk | ACT dedicated team | Single point for Deloitte and ACT coordination, tracks priority-tagged orders and escalations. |
The prototype uses a User / Admin toggle for demonstration. In production the role comes from sign-in (PL-01). SE, NE and desk roles use ACT's own tools; this portal only hands work to them.
3. Scope
In scope (release 1)
- New onboarding from request to Installation completed
- Admin Approval Pendency, grouped by city
- Service Requests (Internet Downtime, Slow Speeds)
- Account Management (Safe Custody, Shifting, Reconnection)
- Offboarding (Suspension, Disconnection, Router Recovery)
- Helpdesk with escalation matrix, TAT table and escalation form
- Requests tracking for users and admins
- Invoices, bill history and bill payment
- Sign-in, roles and notifications
Out of scope
- Plan upgrades and downgrades after activation
- Customers outside the Deloitte employee programme
- Native mobile app
4. Site structure
- Home: lifecycle entry points and the employee plans.
- New Onboarding: request form and the 11-step journey.
- Existing User: Service Requests, Account Management, Offboarding.
- Helpdesk: contacts, escalation matrix, TAT table, escalation form.
- Requests: user tickets and the admin approval list.
- Billing: invoices, bill history and bill payment. Not yet in the prototype.
A User / Admin view switch sits at the far right of the menu in the prototype. The Workflow section (walkthrough and this PRD) is a temporary demo section and is not part of the product.
5. Functional requirements
5.1 New Onboarding
| ID | Requirement | Priority | Prototype |
|---|
| ON-01 | The employee submits full name, Deloitte employee ID, Deloitte email, 10-digit mobile, city and installation address. The email must be a Deloitte address. | Must | Built |
| ON-02 | The city list covers ACT's serviceable cities. A city outside ACT's footprint fails the feasibility check. | Must | Built |
| ON-03 | Optional preferred installation slot: a date from the next day up to 30 days ahead, then an hourly slot. First Half is 9 am to 1 pm and Second Half is 2 pm to 6 pm. Nothing is offered from 1 to 2 pm. A date needs a time. | Should | Built |
| ON-04 | Two employee plans are offered: 200 Mbps at ₹1,000 a month and 500 Mbps at ₹1,500 a month (placeholder values). The employee picks a plan and a tenure of 1, 6 or 12 months. Validity equals the tenure. Total payable is months × the plan's monthly price + installation fee + security deposit. | Must | Built |
| ON-05 | On submit, a lead is created on the ACT server and a lead ID is returned. | Must | Simulated |
| ON-06 | An automatic pan-India feasibility check runs on the address. If not feasible, the employee is notified and the request ends. | Must | Simulated |
| ON-07 | A feasible request becomes visible to the Deloitte admin or authorised signatory, who approves or rejects it. A rejection records a reason, notifies the employee and ends the request. | Must | Built |
| ON-08 | On approval the request is assigned to a Community SE or a Retail SE using text mining of the address (BR-01). The matched words are shown. | Must | Built |
| ON-09 | The SE completes KYC and documentation with the employee: photo ID, address proof, Deloitte employee ID card and the signed application form. The SE confirms completion. | Must | Built |
| ON-10 | Payment by UPI, card or net banking. Payment is required for prepaid. If the billing mode is postpaid, payment is optional and can be skipped. The billing mode is a single configuration, to be decided (BR-09). | Must | Built |
| ON-11 | After payment (or skip), a work order is generated, tagged for special priority and assigned to a Network engineer. | Must | Built |
| ON-12 | The NE confirms the appointment against the preferred slot and visits. | Must | Built |
| ON-13 | The NE marks the connection Installation completed. | Must | Built |
| ON-14 | The employee can see the current step of the request at any time. | Should | Built |
Status flow: Submitted → Lead created → Feasibility check → Awaiting admin approval → SE assigned → KYC → Payment → Work order generated → NE confirms appointment → Installation completed. Two exits: Rejected by feasibility and Rejected by admin.
The "for discussion only" flow panel beside the onboarding form is a prototype aid and is removed in the product.
5.2 Service Requests
| ID | Requirement | Priority | Prototype |
|---|
| SR-01 | Two request types: Internet Downtime and Slow Speeds. | Must | Built |
| SR-02 | Common fields: ACT account ID or registered mobile, Deloitte employee ID, contact number, optional alternate contact, when it started, preferred visit slot, optional notes. | Must | Built |
| SR-03 | Type-specific fields. Downtime: router light status. Slow Speeds: speed test result in Mbps and whether connected by Wi-Fi or LAN. | Should | Built |
| SR-04 | A "Try this first" list of self-help steps is shown for the chosen type. | Should | Built |
| SR-05 | A ticket is created with an ID, a first-response time and a TAT, shown as a resolve-by time. | Must | Built |
| SR-06 | A copy of each ticket goes to the Deloitte admin and the central support desk. | Must | Proposed |
| SR-07 | Ticket stages: Logged, Assigned to field team, Technician on the way, Resolved. | Must | Built |
5.3 Account Management
| ID | Requirement | Priority | Prototype |
|---|
| AM-01 | Safe Custody: away-from and back-on dates and a reason. Service is paused between the dates. Limits on duration and any charges are TBC. | Must | Built |
| AM-02 | Shifting: new address, city and preferred date. A feasibility check on the new address runs before the date is confirmed. A technician visit moves the equipment. | Must | Built |
| AM-03 | Reconnection: why the line was paused (safe custody, suspension or non-payment) and a preferred date. Pending dues are shown before confirming. | Must | Built (dues display Proposed) |
| AM-04 | Tickets use the AR prefix. Stages: Request received, Verified by ACT, Scheduled, Completed. | Must | Built |
5.4 Offboarding
| ID | Requirement | Priority | Prototype |
|---|
| OF-01 | Suspension: start date, optional expected resume date, reason. | Must | Built |
| OF-02 | Disconnection: disconnect date, reason (leaving Deloitte, moving outside ACT coverage, switching provider, other) and an acknowledgement that pending dues are settled in the final bill. The Deloitte admin is copied. | Must | Built (admin copy Proposed) |
| OF-03 | Router Recovery: pickup address, optional router serial number, preferred slot. Stages: Pickup requested, Pickup scheduled, Router collected, Verified and closed. | Must | Built |
| OF-04 | Unreturned equipment may attract a charge. The amount and policy are TBC. | Should | Proposed |
| OF-05 | Tickets use the OB prefix. Suspension and Disconnection stages: Request received, Dues and asset check, Scheduled, Completed. | Must | Built |
5.5 Helpdesk
| ID | Requirement | Priority | Prototype |
|---|
| HD-01 | Show the central support desk contacts: call, email and chat. Details are TBC. | Must | Built (placeholders) |
| HD-02 | Show the escalation matrix. L1 Central Support Desk (raise here first), L2 Area Support Lead (TAT reached), L3 Zonal Service Head (TAT + 4 hrs), L4 City Service Head (TAT + 24 hrs). Names, numbers and emails are TBC. | Must | Built (placeholders) |
| HD-03 | Show a TAT table by category with first-response time and TAT. Values are placeholders until ACT confirms them. | Must | Built (placeholders) |
| HD-04 | An escalation form takes a category, a sub-category that depends on the category, an optional ticket ID, the level and the impact. It creates an ES ticket visible in Requests. | Must | Built |
| HD-05 | Categories: New Onboarding (Installation Delay), Service Requests (Internet Downtime, Slow Speeds), Account Management (Safe Custody, Shifting, Reconnection), Offboarding (Suspension, Disconnection, Router Recovery), Others. | Must | Built |
| HD-06 | Flag tickets that pass their TAT and prompt the user to escalate. | Could | Proposed |
5.6 Requests
| ID | Requirement | Priority | Prototype |
|---|
| RQ-01 | A user sees their connection request and tickets, each with a stage tracker and resolve-by time. | Must | Built |
| RQ-02 | Admin Approval Pendency: feasible connection requests awaiting approval, grouped by city with a pending count per city and city filter chips. | Must | Built |
| RQ-03 | Expanding a request shows employee ID, email, mobile, city, address, plan and tenure, preferred slot and feasibility. Map View shows the address on Google Maps inside the page, with a link to open it in Google Maps. | Must | Built |
| RQ-04 | The admin can approve or reject from the list. | Must | Built |
| RQ-05 | An admin sees tickets raised by all employees they oversee. | Should | Proposed |
| RQ-06 | The menu shows a count of open items. | Could | Built |
5.7 Billing and invoices
| ID | Requirement | Priority | Prototype |
|---|
| BL-01 | Show the employee's current bill or plan validity for their connection, with the amount and due or renewal date. | Must | Proposed |
| BL-02 | Show bill history and invoices by month with amount and status. Each invoice can be downloaded as a PDF. | Must | Proposed |
| BL-03 | Pay a bill online by UPI, card or net banking, using the same payment methods as onboarding. A receipt is shown and kept in bill history. | Must | Proposed |
| BL-04 | What is shown follows the billing mode (BR-09): bills for postpaid, validity and renewals for prepaid. | Should | Proposed |
The prototype has no billing screen yet. These requirements are a first draft and need confirmation from ACT billing.
5.8 Platform
| ID | Requirement | Priority | Prototype |
|---|
| PL-01 | Sign-in through Deloitte single sign-on. The role (User or Admin) comes from the directory. The prototype toggle is for demonstration only. | Must | Proposed |
| PL-02 | Notifications by email and, where agreed, SMS or WhatsApp. Events: feasibility result, admin decision, SE assigned, work order generated, NE appointment confirmed, installation completed, ticket stage changes, escalation raised, new request waiting for admin. | Must | Proposed (pop-ups only) |
| PL-03 | An audit trail records who changed what and when, including every approval and rejection. | Must | Proposed |
| PL-04 | Responsive on phone, tablet and desktop, with light and dark appearance. | Must | Built |
| PL-05 | Visual language follows the ACT website, co-branded ACT × Deloitte. | Must | Built |
6. Business rules
| ID | Rule |
|---|
| BR-01 | SE assignment. If the address text contains a community marker (apartment, apartments, apt, apts, residency, residences, society, tower, towers, villa, villas, gated community, community, enclave, heights, flat, complex, condominium) the request goes to a Community SE. Otherwise it goes to a Retail SE. ACT operations should validate the marker list. A structured society or building field is a possible improvement. |
| BR-02 | Feasibility. A city outside ACT's footprint, or an address with no serviceable network, is rejected and the request ends. |
| BR-03 | Total payable = tenure months × the chosen plan's monthly price + installation fee + security deposit. Plan validity equals the tenure. |
| BR-04 | Slots. Bookable from the next day to 30 days ahead. Hourly windows 9 am to 1 pm and 2 pm to 6 pm. |
| BR-05 | Identifiers. Lead LD-nnnn. Work order WO-CCC-YYMM-nnnn (first three letters of the city). Tickets: FR (service), AR (account), OB (offboarding), ES (escalation) followed by a sequence number. |
| BR-06 | Resolve-by = ticket creation time + the TAT for its type. Placeholder TATs: Internet Downtime 4 hrs, Slow Speeds 8 hrs, Safe Custody 24 hrs, Shifting 72 hrs, Reconnection 24 hrs, Suspension 24 hrs, Disconnection 72 hrs, Router Recovery 48 hrs, Installation 48 hrs. |
| BR-07 | Approval gate. No SE is assigned until the Deloitte admin approves. |
| BR-08 | Priority. Every Deloitte work order carries special priority tagging and is tracked by the central dedicated support team. |
| BR-09 | Billing mode. One mode applies to the whole programme, prepaid or postpaid, set by configuration. With postpaid, the payment step is optional. |
TAT is the committed resolution time. It replaces the earlier term GART (Gross Average Resolution Time) everywhere in the portal.
7. Non-functional requirements
| Area | Requirement |
|---|
| Performance | Pages usable within 3 seconds on a typical connection, including mobile data, because employees may apply before their ACT line is installed. Status changes (an approval, a ticket stage) visible to the other party within 5 seconds. Proposed |
| Availability | 99.5% monthly, with planned maintenance announced in the portal. Proposed |
| Security and privacy | Personal data (ID documents, addresses, phone numbers) encrypted in transit and at rest, access limited by role. Retention periods and consent wording to be agreed with legal. The prototype has no consent checkbox; confirm whether one is required. |
| Accessibility | Target WCAG 2.1 AA: keyboard operable, visible focus, sufficient contrast, labelled controls. |
| Browsers | Current Chrome, Edge, Safari and Firefox, and Chrome and Safari on phones. |
| Language and formats | English, amounts in INR, Indian date formats. |
| Auditability | All approvals, rejections and status changes logged with user and time (PL-03). |
8. Integrations
| System | Purpose | In the prototype |
|---|
| ACT server | Create leads, run feasibility, return IDs and status | Simulated |
| Deloitte identity and admin directory | Sign-in, roles, authorised signatory per city or office | Not present |
| KYC and documentation | Capture and verify the four KYC items, e-sign the application | Checklist only |
| Payment gateway | UPI, card and net banking | Simulated |
| ACT billing system | Invoices, bill history, bill payment status | Not present |
| Work order and NE app | Assign work order to a Network engineer, confirm appointment, mark installation | Prototype buttons |
| Ticketing and field service | Create and update tickets, assign field teams, schedule pickups | Simulated |
| Notification service | Email, SMS or WhatsApp | Pop-ups only |
| Google Maps | Show an address inside the portal. Licensing for embedded maps to be confirmed. | Embedded map |
9. Release plan Proposed
| Phase | Content |
|---|
| 0. Prototype | Clickable portal and walkthrough (done). |
| 1. Core | Sign-in and roles, new onboarding through work order, admin approval by city, requests tracking, helpdesk with the escalation matrix and TAT table, notifications. |
| 2. Service | Service Requests, Account Management and Offboarding connected to ACT ticketing and field service; invoices, bill history and bill payment; admin view of all employees' tickets. |
| 3. Optimise | Automatic TAT breach flags, document upload and e-sign, reporting on the success measures. |
10. Open items
Business confirmation pending
- Plan name, speed, price and tenure options
- TAT and first-response values per request type
- Escalation names, numbers and emails; central desk contacts
- Billing mode: Prepaid or Postpaid
- Rules for safe custody, shifting and reconnection
Technical integration pending
- ACT server for lead creation and feasibility
- Deloitte admin and signatory directory
- KYC, documentation and payment gateway
- Work order assignment to NE - flow integration
Further questions
- Who is the authorised signatory, and is approval per city, per office or global?
- Should admins see tickets from every employee they oversee?
- What is the policy and charge for unreturned equipment?
- Data retention and consent requirements for KYC documents.
- The real installation target after a work order (48 hrs is a placeholder).
- Is keyword matching enough for Retail versus Community SE assignment?
- Which ACT billing system supplies invoices and bill history, and how does it depend on the prepaid or postpaid decision?
11. Appendix
A. Prototype baseline
The Walkthrough tab in this section holds the wireframes: structure, home, onboarding form and journey, admin approval, existing user hub, Service Requests, Account Management, Offboarding, helpdesk, Requests (user and admin) and next steps.
B. Glossary
| Term | Meaning |
|---|
| TAT | Committed resolution time for a request type (earlier called GART, Gross Average Resolution Time) |
| SE | Sales engineer. A Community SE or a Retail SE is assigned from the installation address text (BR-01). |
| NE | Network engineer who installs the connection |
| WO | Work order |
| KYC | Know your customer: identity and address documentation |
| ONT | Optical network terminal, the fibre equipment at the customer's home |
C. Change log
v0.1, 8 October 2026: first draft from the prototype.
