BORANG PENGESAHAN STATUS TESIS NUR HANISAH BINTI ZUBIR (HURUF BESAR) Tarikh: JUDUL: RAKAN LAP SESI PENGAJLAN: Saya

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1 BORANG PENGESAHAN STATUS TESIS JUDUL: RAKAN LAP SESI PENGAJLAN: Saya NUR HANISAH BINTI ZUBIR (HURUF BESAR) mengaku membenarkan tesis (PSMISarjana/Doktor Falsafah) ini disimpan di Perpustakaan Fakulti Teknologi Maklumat dan Komunikasi dengan syarat-syarat kegunaan seperti berikut: 1. Tesis adalah hakmilik Universiti Teknikal Malaysia Melaka 2. Perpustakaan Fakulti Teknologi Maklumat dan Komunikasi dibenarkan membuat salinan untuk tujuan pengajian sahaja. 3. Perpustakaan Fakulti Teknologi Maklurnat dan Komunikasi dibenarkan membuat salinan tesis ini sebagai bahan pertukaran antara institusi pengajian tinggi. 4. ** Sila tandakan (/) SULIT TERHAD (Mengandungi rnaklumat yang berdarjah keselamatan atau kepentingan Malaysia seperti yang termaktub di dalam AKTA RAHSIA RASMI 1972) (Mengandungi maklumat TERHAD yang telah ditentukan oleh organisasi/badan di mana penyelidikan dijalankan) TIDAK TERHAD (TANDATANGAN PENULIS) Alamat tetap: No 73 Jln Hi Wahab, Kg Tennah Parit, Perak Tarikh: (TANDATANGAN PENYELIA) Tarikh: En Ariff bin Idris Nama Penyelia CATATAN: * * Jika tesis ini SULIT atau TERHAD, sila lampirkan surat daripada pihak berkuasa. Tesis dimaksudkan sebagai Laporan Projek Sarjana Muda (PSM)

2 RAKAN LAP NUR HANISAH BINTI ZUBIR This report submitted in partial fulfillment of the requirements for the Bachelor of Computer Science (Computer Networking) FACULTY OF INFORMATION AND COMMUNICATION TECHNOLOGY UNIVERSITI TEKNIKAL MALAYSIA MELAKA 2009

3 DECLARATION I hereby declare that this project report entitled RAKAN LAP is written by me and is my own effort and that no part has been plagiarized withtout citations. STUDENT w. Date: (NUR HANISAH BINTI ZUBIR) SUPERVISOR (EN ARIFF BIN IDRIS) Date:

4 DEDICATION To my dearest family, my supportive supervisor and for those who had given me the inspiration and spirit to move on and not to give up completing this project...

5 ACKNOWLEDGEMENTS In the name of Allah, Most Benificent, Most mercihl Praise to Allah for giving me strength and patience to complete the Projek of Sarjana Muda 1 throughout this semester. Special thanks go to En Ariff Bin Idris, my supervisor for his invaluable guidance, constructive suggestions and advices throughout this project that help me to progress through out the system. I also would like to express my sincere to all my classmate and others collogues for their support and help in one way or other, Last but not least, I wish to express my deepest appreciation and heartfelt thanks to my beloved family and my closest friend for their understanding, motivation, support and sacrifices that I was able to complete the Projek Sarjana Muda 1.

6 ABSTRACT Rakan LAP has been developed using Macromedia Dreamweaver MX 2004 as a graphical user interface and PHP as scripting language. The application used to connect PHP, MySQL and GSM Modem is Ozeki Message Server. The methodology used in this system is System Development Life Cycle (SDLC). Rakan LAP is developed to improve the current inefficient services provided by this organization. This system is aimed to provide a better complaint system, information system and hopefblly a faster way for customer to check their unpaid bill.

7 ABSTRAK Rakan LAP ialah sebuah sistem yang dibangunkan dengan menggunakan perisian Macromedia Dreamweaver MX 2004 sebagai antara muka dan PHP sebagai bahasa pengaturcaraan. Aplikasi bagi menghubungkan PHP, MySQL dan GSM Modem adalah Ozeki Message Server. Metodologi yang digunakan dalam membangunkan sistem ini ialah Software Development Life Cycle (SDLC). Sistem ini dibangunkan bertujuan untuk menjadikan urusan antara pengguna dan pihak Lembaga Air Perak lebih mudah dan pantas.

8 TABLE OF CONTENTS CHAPTER SUBJECT DECLARATION DEDICATION ACKNOWLEDGEMENTS ABSTRACT ABSTRAK TABLE OF CONTENTS LIST OF TABLES LIST OF FIGURES LIST OF ABBREVIATIONS PAGE.. 11 iii iv v vi vii xi i vi i vi i CHAPTER I INTRODUCTION I 1.1 Project Background 1.2 Problem Statement 1.3 Objective 1.4 Scope 1.5 Project Significance 1.6 Expected Output 1.7 Conclusion

9 viii CHAPTER I1 LITERATURE REVIEW AND PROJECT METHODOLOGY 2.1 Introduction 2.2 Literature Review Domain Keyword LAP (Lembaga Air Perak) SMS GSM Web Server Previous Research LAP (Current) Sabah State Water Department Philippine National Police complaint system via SMS in Philippine Comparison of the system GSM Modem Sony Ericsson W580i ilfegno Siemens GSM Modem MC-35i GPRS terminal Comparison of GSM Modem Scripting Active Server Pages (ASP) Personal Home Page

10 (PW) Visual Basic (VB) Comparison of Scripting Language Web Server Apache Internet Information Services (11s) Comparison of Web Server 2.3 Proposed Solution Project Methodology 2.4 Project Schedule and Milestone 2.5 Conclusion CHAPTER I11 ANALYSIS 3.1 Introduction 3.2 Problem Analysis Analysis of Current System 3.3 Requirements Analysis Data Requirement 3.4 Functional Requiiement Non-Functional Requirement Others Requirement Software Requirement Hardware Requirement Network Requirement 3.5 Conclusion

11 CHAPTER IV DESIGN 4.1 Introduction 4.2 High-Level Design System Architecture User Lnterface Design Navigation Design Input Design Output Design Database Design Conceptual and Logical Database Design 4.3 Detailed Design Sohare Design Physical Database Design 4.4 Conclusion CHAPTER V IMPLEMENTATION 5.1 Introduction 5.2 Software Development Environtment Setup 5.3 Software Configuration Management Configuration Environtment Setup MySQL and Apache Configuration MySQL Connector Configuration Ozeki Message Server Configuration Version Control Procedure 5.4 Implementation Status 5.5 Conclusion

12 CHAPTERVI Testing 6.1 Introduction 6.2 Test Plan Test Organization Test Environment Test Schedule 6.3 Test Strategy Classes Test User Acceptance Test Error Handling Test Security Test 6.4 Test Design Test Description Test Data 6.5 Testing and Analysis 6.6 Conclusion CHAPTER VII PROJECT CONCLUSION 7.1 Observation on Weakness Test Description Weakness ' 7.2 Proposition for Improvement 7.3 Contribution 7.4 Conclusion

13 xii References Bibliography Appendix A - Gantt Chart Appendix B - Data Dictionary Appendix C Testing Letter Appendix D User Manual

14 xii LIST OF TABLE TABLE TITLE PAGE Hardware Requirement for LAP website Software Requirement for LAP website Hardware Requirement for SSWD website Software Requirement for SSWD website Hardware Requirement for PNP website Software Requirement for PNF' website Comparison of the system Comparison of GSM Modem Comparison of Scripting Language Comparison of Web Server Project Duration Project Schedule for PSM I. Data Model of Registered Customer Table Data Model of Unregistered Customer Table Data Model of Staff Table Data Model of Complaint Table Software Requirement Hardware Requirement Network Requirement Input Type and Validation Rules for Login Page Input Type and Validation Rules for Information Page I

15 xiii Input Type and Validation Rules for Information Page Input Type and Validation Rules for Edit Page Input Type and Validation Rules for Assign Task Page Input Type and Validation Rules for Send Complaint Page Input Type and Validation Rules for Change Password Page List of Version Control Procedure Implementation Status of Rakan LAP Test Schedule for Rakan LAP Testing Process Test design description Test data for Send Complaint Test data for Receive Complaint Test data for Check Bill Test data for Send Announcement Test data for Assign Task Test Result and Analysis for Send Complaint Test Result and Analysis for Receive Complaint Test Result and Analysis for Check Bill Test Result and Analysis for Send Announcement I Test Result and Analysis for Assign Task

16 xiv LIST OF FIGURE FIGURE TITLE PAGE Lembaga Air Perak Homepage Extreme Methodology Model Sabah State Water Department Homepage Philippines National Police Homepage Spiral Development Model Sony Ericsson W580 itegno 3000 Siemens GSM Modem Waterfall Life Cycle Diagram Flowchart of Current System Use Case of the System 3.3 Flow Chart for Rakan LAP. 4.1 System Architecture 4.2 Navigation Design 4.3 Login Page for admin and user 4.4 Update new information for Admin 4.5 Add new Staff 4.6 Edit current last payment bill and date 4.7 Assign Task to Staff 4.8 Send Complaint 4.9 Change Password 8

17 Output design for Fail Login Output Design for Confirmation Message ERD for Rakan LAP Information Table Staff Table Registered User Table Unregistered User Table Complaint Table Software Development Environment Appserve Select Component Apache HTTP Server Information MySQL Server Configuration ODBC Data Source Administrator ODBC Create New Data Source ConnectorIODBC Configuration Ozeki Database Plug-In Installation Ozeki GSM Modem Driver Installation Ozeki GSM Modem Preferences Configuration I Ozeki Database Plug-In Preferences Configuration Ozeki Database Connection String Configuration Data Link Properties Provider Data Link Properties Connection Finish Database Plugin Configuration

18 xvi LIST OF ABBREVIATIONS LAP SSWD PNP SMS GSM SIM USB 11s PHP HTML HTTP SDLC - Lembaga Air Perak Sabah State Water Department Philippines National Policeg - Short Message Service - Global System for Mobile Communications - Subscriber Identity Module Universal Serial Bus Internet Information Server Persona1 Home Page Hyper Text Markup Language Hypertext Transfer Protocol System Development Life Cycle

19 CHAPTER 1 INTRODUCTION 1.1 Project Background This project is developed to be used by Lembaga Air Perak (LAP) which is a semi-government organization in Perak. This organization holds a big responsibility in managing the water supply service and distribution for Perak citizens. However, LAP only has a hotline number for their customers to give complaint for the time being. Besides, citizen in Perak can only check their unpaid bill when they received the bill receipt at the end of the month. Thus, Rakan LAP is developed to improve the current inefficient services provided by this organization. This system is aimed to provide a better complaint system, information system and hopehlly a faster way for customer to check their unpaid bill. I Rakan LAP is designed and developed to provide a better service to the LAP customer. This system enabled customers to make a complaint or report on any problem that should be solved by LAP via SMS or browsing through the website. Customers can make their complaints or report when they spotted any pipe burst, stolen water meters, disconnection of water supply and any other related problems. The administrator will determine the location of the existing problem when the system receives complaint from the customer. Then, admin will instruct LAP staffs on duty for each service centre, zone or district also via SMS to fix the problem. In this way, the staffs will easily get the details through their handphones. Next, the LAP staffs will update the current situation

20 whether the problem has been fixed or not. This technology provides more efficient ways in settling complaints made by customers as soon as possible. Besides that, this system also allows customers to perform bill checking via SMS as well as website. This system will also provide information of LAP services to the customers via SMS. For instance, customers will be provided with the latest information on water supply disruption, disconnection of water supply and many more. 1.2 Problem Statement Nowadays, LAP only provides a hotline number for customer to contact them when any problem occurs. Based on some researches and interviews, the hotline number was very difficult to reach and the complaint was not updated and only resolved after a few days. Sometimes, LAP took a long time to settle a report thus proved the inefficient system that is used at the moment. This can cause difficulties to customers. Customers also can only check their unpaid bill charges at the end of the month when the bill receipt arrive or if it is not received, they need to go to the LAP office to check their bill. This process will involve many procedures and can cause delay. LAP only gives information to customers through notice and announce it in the newspaper. It can cause difficulties to customer if they do not alert when the water supply disruption will be occurred. Thus, proper system needs to be' developed and implement to ensure that the customer satisfaction and communication system of LAP can be improved.

21 1.3 Objective The purposes of developing Rakan LAP are as follows: i. To develop a complaint system using PHP and send message using GSM communication. ii. To be able to send message over the network. This system must be able to send message between LAP customer and LAP staff in charge. iii. To provide information to LAP customers as soon as possible via SMS and website. iv. To enable LAP customer to check their unpaid bill charges via SMS and website. 1.4 Scope There are four scopes for this system. First and foremost, this system is developed for LAP customer who wants to make complaint whether they were registered or not via SMS and website. Thi's system is for registered customer of LAP to check their unpaid bill charges via SMS and website and to gets latest information about LAP services. This system will be developed for admin, registered customer and unregistered customer.

22 1.5 Project Significant The significance of this project is that, it is important to make each customer of LAP satisfies with services provided by LAP. Thus, this system allows LAP staff to settle any problem occurs in a short time depending on the complaint made by customer via SMS or website. This system also allow registered customer to check their unpaid bill charges via SMS or website. 1.6 Expected Output There are many expected output for this system. One of the expected output is to provide LAP customers a faster ways in making complaint and the problem will be solved as soon as possible. Besides, this system also provides LAP customer a faster way to check their unpaid bill and gets latest information. Plus, it is expected to be a user fiiendly system and easier to use. 1.7 Conclusion This project is basically about develiping a system that allow LAP customer to makes complaints easier and help LAP to manage all the complaints faster and effective viasms and web. This system can be used by everyone that has accessed to internet and hand phone. With this system hopefully, it can help satisfy LAP customer. Henceforth, in the next chapter literature review and project methodology will be discussed. Literature review will review about the previous system and make a comparison with this system. It will also discuss the technique used throughout this study.

23 CHAPTER I1 LITERATURE REVIEW AND PROJECT METHODOLOGY 2.1 Introduction This chapter will describe about related literature review, which is very important for the research and development. It is a glossary or abstract ftom past researches or case studies and it represents the method of searching, collecting, analyzing and drawing conclusion about certain topic. In literature review, this project will be described in detail through fact and finding method. This chapter will focus on the research of the current, past and new system that will be developed. Project methodology is very important to make sure the development of the system is on the track followed by the due date. The methodology should result in a good quality that meets user expectations, within time, works effectively and as planned in preliminary stage. In this section, selected approaches or methodologies will help to describe the activities in every stage. The next process that needs to be focused after defining methodology is project schedule and milestones. It acts as a guideline that will help the developer to complete the project on time.

24 2.2 Literature Review Domain The domain of this application is a complaint system and information system. This system can benefit the customers of LAP and also to the LAP staff. This application will be designed to fulfill the needs because of many reasons. The SMS will be used as the human-machine interaction because of efficiency and well-known technology that can be used widely. The LAP customer and LAP staff can gives complaint via SMS or website. Customer also can check their unpaid bill and will be able to receive any information regarding to LAP services such as water disruption, cutting of water supply and others via SMS which is more practical. Generally, the customer and staff may have own mobile phone, so they will get the updates as soon as possible from the system. The list of benefits to adding the technology to send and receive SMS into the public is endless Keyword LAP LAP stands for Lembaga Air ~erak. It is a semi-government organization that holds a big responsibility in managing the water supply service and distribution for Perak citizens. I SMS SMS is an abbreviation for Short Message Service. SMS is a communication protocol allowing the interchange of short message between mobile telephony devices.