# 2019 Exam ## Multi-choice ##### Question 1 #algorithms #searching #U3-AOS1 Hannah has stored a list of sports within the following one-dimensional array. `tennis` `cricket` `handball` `basketball` `baseball` `kayaking` `golf` `lacrosse` `diving` `swimming` The number of comparisons required to find the item ‘kayaking’ using a linear search is **A.** 3 **B.** 5 **C.** 6 **D.** 10 || Answer: C || ##### Question 2 #networks #wireless #U4-AOS1 Which one of the following is an advantage of a wireless network over a wired network? **A.** more reliable data transmission **B.** less expensive set-up costs **C.** slower data transfer rates **D.** increased data security || Answer: B || ##### Question 3 #algorithms #traceTable #U3-AOS1 ``` a <- [5, 6, 7, 8] total <- 0 For i <- 0 to End of a total <- total + a[i] Next print total ``` Which trace table is representative of the algorithm above immediately after the loop is executed for the second time? **A.** | a | | | | i | total | Output | |---|---|---|---|---|---|---| | 5 | 6 | 7 | 8 | 0 | 0 | 0 | **B.** | a | | | | i | total | Output | |---|---|---|---|---|---|---| | 5 | 6 | 7 | 8 | | 0 | | | | | | | 0 | 5 | 5 | **C.** | a | | | | i | total | Output | |---|---|---|---|---|---|---| | 5 | 6 | 7 | 8 | | 0 | | | | | | | 0 | 5 | | | | | | | 1 | 11 | 11 | **D.** | a | | | | i | total | Output | |---|---|---|---|---|---|---| | 5 | 6 | 7 | 8 | | 0 | | | | | | | 0 | 5 | | | | | | | 1 | 11 | | || Answer: D || ##### Question 4 #requirements #nonFunctional #U3-AOS2 When analysing a new software solution, the developers identified the following non-functional requirement: ‘All users of the solution will be using their own mobile device.’ To which characteristic is the non-functional requirement related? **A.** reliability **B.** portability **C.** maintainability **D.** user-friendliness || Answer: B || ##### Question 5 #dataTypes #U3-AOS1 The values for height (e.g. 1.64) and weight (e.g. 68.0) to calculate BMI need to be of which data types? **A.** string and integer **B.** integer and string **C.** integer and integer **D.** floating point and floating point || Answer: D || ##### Question 6 #algorithms #sorting #U3-AOS1 Mei is required to sort 10 values stored in an array. The unsorted data appears as shown below. `6 56 3 45 67 40 58 78 2 99` If a pivot of 6 is used, then after the first pass of the sort, the values appear in the following order. `3 2 6 56 45 67 40 58 78 99` What type of sort is Mei using? **A.** quick sort **B.** bubble sort **C.** linear search **D.** selection sort || Answer: A || ##### Question 7 #xml #formats #U3-AOS1 Which structural characteristic makes XML files distinguishable from other types of files? **A.** appropriate indentation **B.** the use of comma or tab delimiters **C.** the use of a standard library of tags **D.** the inclusion of a header, prolog or declaration statement || Answer: D || ##### Question 8 #usability #interfaceDesign #U3-AOS2 Zoe has designed the interfaces for the mobile application of an online store. From ‘Home’, a user can access each of the other sections within the application. From ‘Account details’, the only way for users to access the other sections of the application is to go back to ‘Home’ and then make their next selection. To improve the user’s navigation experience when using the application, which modification should Zoe make? **A.** Reduce the number of user interfaces from six to three. **B.** Ensure that contrast is maximised on each user interface. **C.** Add alternative text to icons and images to meet the needs of a wider group of users. **D.** Add a menu item that allows a user to access any section from any other section in the application. || Answer: D || ##### Question 9 #networks #protocols #U4-AOS1 To function, the vast range of services that operate over the internet requires a library of technical and communication standards. The term for these technical and communication standards is **A.** HTML. **B.** malware. **C.** monitors. **D.** protocols. || Answer: D || ##### Question 10 #evaluation #criteria #U4-AOS1 Which one of the following is a criterion that Courtney could use to evaluate the **efficiency** of the GPS application? **A.** The application will allow users to update traffic conditions. **B.** The application will update real-time traffic conditions for users every five minutes. **C.** The application will allow users to request directions between two or more destinations. **D.** The application will generate and display directions within 10 seconds of the request from the user. || Answer: D || ##### Question 11 #evaluation #strategy #U4-AOS1 Courtney is researching how to develop an evaluation strategy for her new software solution. Key things that she should consider as she develops an evaluation strategy include **A.** software solution designs, functionality and usability testing, and how client feedback could be incorporated. **B.** the software requirements specification (SRS), use case diagrams and how client feedback could be incorporated. **C.** project plan evaluation criteria, how the solution will be evaluated, adjustments to timeframes and why changes occurred. **D.** software solution evaluation criteria, how the criteria will be measured, appropriate timeframe for evaluation to occur and who will be involved in the evaluation process. || Answer: D || ##### Question 12 #hardware #memory #U3-AOS1 Why is reading the data from RAM more efficient than reading the data from the file stored on the USB hard drive? **A.** RAM is more cost-effective than USB hard drives. **B.** RAM has faster read/write speeds than USB hard drives. **C.** RAM generates significantly less heat than USB hard drives. **D.** RAM is not affected by magnetic fields as USB hard drives are. || Answer: B || ##### Question 13 #dataStructures #U3-AOS1 An appropriate data structure to store the username and password for each member of the organisation is **A.** a Boolean value. **B.** a string value. **C.** an associative array. **D.** a one-dimensional array. || Answer: C || ##### Question 14 #algorithms #pseudocode #U3-AOS1 ```pseudocode 1 x <- 4 2 Do 3 y <- x + 10 4 If (x < 8) Then 5 x <- x + 1 6 EndIf 7 While (y < 15) 8 print x,y ``` What is the output generated by the pseudocode above? **A.** 6,15 **B.** 6,16 **C.** 5,15 **D.** 15,5 || Answer: A || ##### Question 15 #algorithms #controlStructures #U3-AOS1 Which control structure starts on line 4 and finishes on line 6? **A.** infinite **B.** iteration **C.** selection **D.** sequence || Answer: C || ##### Question 16 #systems #IPO #U3-AOS2 For the social media platform, the data used to deliver targeted advertising is considered to be **A.** an input to the advertising module. **B.** an output from the advertising module. **C.** both an input to and an output from the advertising module. **D.** neither an input to nor an output from the advertising module. || Answer: A || ##### Question 17 #data #analysis #U3-AOS2 For the social media platform, tracking user interactions and summarising the data to make changes to the platform is an example of **A.** data mining. **B.** data searching. **C.** data protection. **D.** data extensions. || Answer: A || ##### Question 18 #security #networks #U4-AOS2 The analyst starts the investigation by implementing a network monitoring tool that will record network traffic and interactions between users on the network. What is this approach commonly known as? **A.** implementing a firewall **B.** setting up a honeypot **C.** auditing network logs **D.** installing anti-malware protections || Answer: C || ##### Question 19 #projectManagement #gantt #U3-AOS2 The progress of this project has been recorded using **A.** annotations and adjustments. **B.** progress journals. **C.** change logs. **D.** SRS. || Answer: A || ##### Question 20 #projectManagement #dependencies #U3-AOS2 Dependencies are indicated **A.** using arrows. **B.** by shading cells. **C.** in the ‘Task’ column. **D.** in the ‘Duration (weeks)’ column. || Answer: A || ## Short Answer ##### Question 1 (3 marks) #validation #U3-AOS1 State the validation technique used for each of the examples below. * Confirmation that a response has been entered into a prompt * Confirmation that a numeric value has been entered into a particular field * Confirmation that a numeric date has a value entered between 1 and 12 for the month field ##### Answer 1. **Existence check** (or Presence check) 2. **Type check** 3. **Range check** ##### Question 2 (2 marks) #security #encryption #U4-AOS2 Eliza is leading the development of a client management software solution for an employment agency. During a design meeting, her manager suggests that the data stored by the software solution will not need to be encrypted because the software solution will require users to log in with a username and password. Explain why data protection and user authentication are both important within this software solution. ##### Answer User authentication (username/password) ensures that only authorised personnel can access the system and its data during normal operation. However, data protection (encryption) is necessary to protect the data if the storage media (server/hard drive) is physically stolen, accessed via a backdoor, or if the authentication system is bypassed. Encryption renders the stored data unreadable to unauthorised parties even if they possess the files. ##### Question 3 (4 marks) #interfaceDesign #efficiency #effectiveness #U3-AOS2 **a.** Select one element from Mock-up A that would make the mobile application **more efficient** than if the corresponding element from Mock-up B were used. Explain why this element from Mock-up A is more efficient than the corresponding element from Mock-up B. (2 marks) **b.** Select one element from Mock-up B that would make the mobile application **more effective** than if the corresponding element from Mock-up A were used. Explain why this element from Mock-up B is more effective than the corresponding element from Mock-up A. (2 marks) ##### Answer **a.** **Element:** The visual date selector (Calendar) in Mock-up A. **Explanation:** It allows the user to select a date with a single tap or click, which is faster and reduces the number of keystrokes compared to typing out the full date in the text field provided in Mock-up B. **b.** **Element:** The drop-down list (or scrollable list) for selecting a Course in Mock-up B. **Explanation:** This restricts the user's input to valid options only, ensuring accuracy and data integrity (effectiveness), whereas the text input in Mock-up A allows for spelling errors or invalid course names. ##### Question 4 (3 marks) #testing #boundaryValues #U4-AOS1 **a.** Explain why constructing test data that checks boundary values is a key part of checking that software solutions meet design specifications. (2 marks) **b.** State the four boundary values that should be used to test that the correct activity level is displayed to users of the software solution. (1 mark) *Activity score ranges: 0–20 (sedentary), 21–50 (active), 51–60 (elite athlete)* ##### Answer **a.** Boundary values are the points where the logic of the program transitions from one category or action to another (e.g., from 'sedentary' to 'active'). Testing these values detects common "off-by-one" errors where developers may have used incorrect comparison operators (e.g., `>` instead of `>=`), ensuring the specification is strictly met at the edges of data ranges. **b.** 20, 21, 50, 51 ##### Question 5 (8 marks) #dataManagement #backup #archiving #U3-AOS2 **a.** Propose and justify an appropriate backup strategy that Natasha could implement for the group’s data. (4 marks) **b.** Propose and justify an appropriate archiving or disposal strategy that Natasha could implement for the group’s data. (4 marks) ##### Answer **a.** **Strategy:** Implement a **daily incremental backup** combined with a **weekly full backup** to an off-site location (e.g., cloud storage or dedicated backup server). **Justification:** Since some files are modified daily, daily backups are essential to prevent data loss. Incremental backups are efficient as they only store changed data. A weekly full backup ensures a complete restore point. Off-site storage protects against physical disasters (fire/theft) at the shopping centre. **b.** **Strategy:** Implement an **archiving strategy** where files that have not been accessed or modified for more than five years are moved to long-term, low-cost storage (e.g., cold cloud storage or magnetic tape) and removed from the active servers. **Justification:** This frees up valuable storage space and processing resources on the active servers (efficiency), while ensuring that the data is still retained for historical or legal purposes (compliance) if needed. It separates current, relevant data from obsolete data, simplifying management. ## Case Study ##### Question 1 (2 marks) #goalsObjectives #U3-AOS2 Define a relevant information system goal and an associated objective. ##### Answer **Goal:** To provide clients with transparent and convenient access to their investment information. **Objective:** To develop and release a mobile application that allows clients to view their real-time investment data and contact portfolio managers within 6 months. ##### Question 2 (5 marks) #projectManagement #gantt #U3-AOS2 **a.** Complete the Gantt chart using the information provided. (3 marks) * **Task 3:** Starts Week 3, Duration 4 weeks (Weeks 3, 4, 5, 6). * **Task 4:** Starts Week 7, Duration 1 week (Week 7). * **Task 5:** Starts Week 8, Duration 5 weeks (Weeks 8, 9, 10, 11, 12). * **Task 6:** Starts Week 7, Duration 1 week (Week 7). * **Task 7:** Starts Week 13, Duration 2 weeks (Weeks 13, 14). * **Task 8:** Starts Week 15, Duration 1 week (Week 15). * **Task 9:** Starts Week 16, Duration 9 weeks (Weeks 16–24). **b. i.** Using the diamond symbol, indicate an additional milestone on the Gantt chart above. (1 mark) **b. ii.** Provide a justification for the placement of this milestone. (1 mark) ##### Answer **a.** (See description above for bars) **b. i.** Place a diamond at the end of **Task 4** (Week 7) or **Task 7** (Week 14). **b. ii.** (If end of Task 4): This marks the **Approval of the SRS**, a critical point where requirements are frozen before design begins. ##### Question 3 (3 marks) #dataCollection #analysis #U3-AOS2 **a.** State one advantage of using observation as a method of data collection during the analysis phase. (1 mark) **b.** Apart from conducting surveys and observations, suggest another technique that Ryan could have used to collect data from Peter and Jessica in particular, and explain why this technique might have been useful. (2 marks) ##### Answer **a.** Observation allows the analyst to see the actual tasks and workflows performed by users, rather than what they *say* they do, which helps identify inefficiencies or habits that users might omit in interviews. **b.** **Technique:** **Interviews**. **Explanation:** Since Peter and Jessica are key stakeholders (CEO and CTO) with a strategic vision, interviews allow Ryan to ask open-ended questions, seek clarification, and gain a deep understanding of their specific goals, constraints, and requirements for the new system, which might not be captured in a rigid survey. ##### Question 4 (6 marks) #requirements #constraints #U3-AOS2 **a.** Identify two functional requirements, a non-functional requirement and a constraint that Ryan will need to consider when developing the mobile application. (4 marks) **b.** Discuss how the non-functional requirement and constraint identified in **part a.** may have an impact on the scope of the project. (2 marks) ##### Answer **a.** **Functional requirements:** 1. The system shall allow clients to view their investment portfolios. 2. The system shall allow clients to directly contact their Portfolio Manager. **Non-functional requirement:** The application must be user-friendly for a diverse range of users (Usability). **Constraint:** The application must comply with relevant legal requirements regarding personal data and banking (Legal/Regulatory). (Or: Target one particular mobile OS first). **b.** The constraint of strict **legal compliance** increases the scope by requiring the implementation of robust security features (encryption, audit trails) that might not have been initially planned. The non-functional requirement of **usability** for diverse users extends the scope by requiring additional UI/UX design iterations and usability testing (e.g., with retirees) to ensure the interface is suitable for all demographics. ##### Question 5 (3 marks) #dataFlowDiagrams #U3-AOS2 Using the information provided in the case study, including the context diagram (Figure 2), complete the data flow diagram by writing the correct labels for A, B and C in the spaces provided below. ##### Answer **A:** **Portfolio Manager** (or Client, but based on flows, likely the Manager acting on the system). *Correction: Looking at flows: C sends "assigned manager" to A. The Context Diagram shows "assigned manager" goes to Client. So A is likely **Client**.* *Let's re-evaluate based on standard DFD:* *Input "manager details" to C. Input "client investments" to C. Output "assigned manager" to A.* *If A is Client, what is B? A (Client) -> B -> "determine relevant resources". Clients don't determine resources; Managers do.* *There is a conflict in the diagram interpretation without the visual. Let's assume the flow is consistent with the text: "Portfolio Managers... identify educational resources".* *If A is Portfolio Manager:* *Does C send "assigned manager" to PM? Yes, PM needs to know their new client.* *Does PM send B to "determine resources"? Yes, PM selects resources.* *So:* **A:** **Portfolio Manager** **B:** **Resource selection / Educational needs** **C:** **Assign Manager Process** ##### Question 6 (6 marks) #design #security #usability #U3-AOS2 **a.** Select **one** design idea – Design A or Design B – based on the requirement of **security**. Justify your selection. (3 marks) **b.** Select **one** design idea – Design A or Design B – based on the requirement of **usability**. Justify your selection. (3 marks) ##### Answer **a.** **Selection:** **Design B** **Justification:** Design B explicitly includes a "Sign in" button. This indicates that the design prioritises authentication, ensuring that only authorised users can access sensitive financial data, which is critical for a banking/investment app. Design A lacks a visible login feature on the home screen. **b.** **Selection:** **Design A** **Justification:** Design A uses clear **text labels** (e.g., "View Investments", "Help") alongside icons. This provides high affordance and clarity, especially for the target audience of "casual investors and retirees" who may not understand the abstract icons used in Design B (dollar sign, folder, funnel) without text descriptions. ##### Question 7 (2 marks) #namingConventions #U3-AOS1 Describe a naming convention that Jessica has used and explain how this naming convention will assist Ryan when developing the mobile application. ##### Answer **Convention:** **Hungarian Notation** (or prefixing). Jessica prefixes variable names with a three-letter code indicating the data type (e.g., `str` for string, `flp` for floating point, `rec` for record). **Assistance:** This helps Ryan immediately identify the data type of a variable just by reading its name, which reduces the risk of type mismatch errors (e.g., trying to perform maths on a string) and improves code readability and maintenance. ##### Question 8 (2 marks) #dataStructures #U3-AOS1 Explain why records, rather than a series of one-dimensional arrays, would be a better way to store the data used by the information system. ##### Answer Records allow data of different types (string, integer, float) related to a single entity (e.g., a specific investment) to be grouped together in a single structure. This ensures data integrity by keeping all attributes of an investment bound together. In contrast, parallel one-dimensional arrays require careful synchronisation of indices; if one array is sorted or modified without the others, the data relationship is broken/corrupted. ##### Question 9 (3 marks) #dataTypes #U3-AOS1 Complete the table below by identifying the most appropriate data type or data structure for each proposed variable. ##### Answer | Proposed variable name | Data type/structure | Example | |---|---|---| | AusFinancialLicenceNo | **String** (to preserve leading characters/formatting) | 310123456 | | LinkedAccounts | **Array** (of strings) or List | [CRP123, STK764, RES72890] | | AccountBalance | **Floating point** (or Currency/Decimal) | $12346.84 | ##### Question 10 (2 marks) #typesOfApplications #U3-AOS1 Explain why developing a mobile application would be a better option for SmallPort Financial than a rich client application. ##### Answer SmallPort aims to target "casual investors" and allow them to "view their investments" and "contact... manager" conveniently. A **mobile application** provides greater accessibility and portability, allowing clients to access the system anywhere using their own devices, which fits the lifestyle of casual users better than a rich client application which typically requires installation on a desktop computer. ##### Question 11 (5 marks) #algorithms #pseudocode #U3-AOS1 **a.** Complete the test table below. (3 marks) | Test no. | Test data | Expected results | Actual results | |---|---|---|---| | 1 | Category <- CRP, Amount <- 150000 | Manager <- Rachael | Manager <- Rachael | | 2 | Category <- CRP, Amount <- 60000 | Manager <- David | Manager <- David | | 3 | Category <- RES, Amount <- 1500000 | Manager <- Jose | Manager <- Jose | | 4 | **Category <- STK, Amount <- 70000** | **Manager <- Frederick** | **Manager <- Frederick** | | 5 | **Category <- STK, Amount <- 50000** | **Manager <- Christine** | **Manager <- Frederick** | | 6 | **Category <- RES, Amount <- 500000** | **Manager <- David** | **Manager <- David** | *(Note: Test 5 reveals the error)* **b.** Describe the error in the pseudocode that would cause Portfolio Managers to be incorrectly assigned. (1 mark) **c.** Rewrite the line of pseudocode causing the error identified in **part b.** so that the pseudocode will work correctly. (1 mark) ##### Answer **b.** The condition for STK assignment `If accBalance <= 60000 Then Manager <- Frederick` is incorrect. It assigns Frederick if the balance is *less than or equal* to 60000. However, the requirement states Frederick is assigned for investments *equal to or over* 60000. It also fails to assign Christine correctly for amounts under 60000 (currently logic falls to Else only if > 60000? No, if logic is `<=60000`, then 50000 is True -> Frederick. Requirement says 50000 should be Christine). **c.** `STK: If accBalance >= 60000 Then` ##### Question 12 (3 marks) #documentation #internalDocumentation #U3-AOS1 **a.** Identify an example of internal documentation from the module above. (1 mark) **b.** Outline two advantages for SmallPort Financial of including internal documentation in the mobile application. (2 marks) ##### Answer **a.** The comment lines: `//Input new user data` or `//creates new user`. **b.** 1. **Maintainability:** It helps future developers (or the original developer later) understand the purpose and logic of the code quickly, reducing the time needed to make updates or fix bugs. 2. **Collaboration:** It facilitates teamwork by allowing other developers to work on the code without needing the original author to explain every section. ##### Question 13 (4 marks) #dataIntegrity #U4-AOS1 Discuss the impact of diminished data integrity on the * intranet * mobile application. ##### Answer **Intranet:** The "week-old data" from the stock exchange means the data is not **timely** or **current**. Portfolio Managers using the intranet to make investment decisions may make poor choices based on obsolete prices, leading to financial loss for clients and the firm. **Mobile Application:** The app "not displaying all of a client's accounts" means the data is not **complete**. Clients will have an inaccurate view of their total wealth, leading to confusion, loss of trust in SmallPort Financial, and increased support calls. ##### Question 14 (4 marks) #testing #usability #U4-AOS1 **a.** Propose a usability test that Ryan and Jessica could perform with Rosie and Andrew. (2 marks) **b.** Explain how usability testing can be used to improve the mobile application for retirees and casual investors. (2 marks) ##### Answer **a.** **Observation/Task Completion:** Ask Rosie and Andrew to perform specific, common tasks (e.g., "Find your current balance for the Real Estate portfolio" or "Navigate to the educational resources section") and observe any difficulties, hesitation, or errors they encounter without assisting them. **b.** Usability testing with representative users (retirees/casual) helps identify specific barriers for these groups, such as font sizes that are too small for retirees or navigation structures that are too complex for casual users. Improving these aspects ensures the app is **accessible** and **intuitive**, increasing adoption and satisfaction among the target demographic. ##### Question 15 (3 marks) #legal #privacy #U4-AOS2 **a.** Identify the relevant legislation that would be breached if José provides the list to the new investment service. (1 mark) **b.** Explain how José and SmallPort Financial would be breaching the legislation identified in **part a.** if he provides the list to the new investment service. (2 marks) ##### Answer **a.** **Privacy Act 1988** (Commonwealth) / Australian Privacy Principles (APPs). **b.** **José:** Breaches the legislation by **disclosing** personal information (contact details) and sensitive information (financial data) to a third party for a purpose other than which it was collected, without the consent of the individuals. **SmallPort Financial:** As the data custodian, they are responsible for the security of the data. If their security measures or staff training were insufficient to prevent this data theft/misuse, they may also be found in breach of the principle regarding **security of personal information**. ##### Question 16 (4 marks) #security #threats #U4-AOS2 **a.** Describe two threats to the data transmitted and used by the mobile application. (2 marks) **b.** Identify and justify a security protocol that could be used by SmallPort Financial to protect data and information transmitted between the organisation and its clients’ mobile devices. (2 marks) ##### Answer **a.** 1. **Man-in-the-Middle (MitM) Attack:** An attacker intercepts the communication between the mobile app and the server (e.g., over insecure public Wi-Fi) to steal or alter financial data. 2. **Malware/Spyware:** Malicious software on the client's mobile device capturing keystrokes (keylogging) or credentials as they are entered into the app. **b.** **Protocol:** **TLS (Transport Layer Security)** (or SSL). **Justification:** TLS encrypts the data while it is in transit between the mobile device and SmallPort's servers. This ensures that even if the data is intercepted (MitM), it cannot be read or tampered with, maintaining confidentiality and integrity. ##### Question 17 (3 marks) #evaluation #dataAnalysis #U4-AOS1 **a.** Refer to Figure 3 in the case study and suggest two reasons why employee satisfaction at SmallPort Financial has decreased since the introduction of the new cloud-based intranet and mobile application. (2 marks) **b.** Refer to Figure 4 in the case study and suggest one reason why client satisfaction with SmallPort Financial has increased since the release of the mobile application. (1 mark) ##### Answer **a.** 1. **Work-life balance:** This rating dropped significantly (from 9 to 6). The mobile app may allow clients to contact managers at any time (24/7), pressuring employees to respond outside of work hours. 2. **Client interactions:** This rating also dropped (from 8 to 2). Employees might be dealing with more technical support queries regarding the app or dealing with frustrated clients due to the data integrity issues (missing accounts) mentioned earlier. **b.** **Reason:** **Communication with managers** (and **Education**) ratings increased. The mobile app provides a direct, convenient channel to contact managers and access tailored educational resources, which was a specific goal of the project ("better interact with the organisation"). ## Case Study Handout **SmallPort Financial Vision Statement:** Successful, sustainable and transparent financial management through communication and knowledge. **Figure 1** Over time, the organisation has expanded and Peter has felt that SmallPort Financial has started to move away from his initial vision. Peter has managed the organisation’s technology since its foundation; however, he has recently hired Jessica as SmallPort Financial’s Chief Technology Officer. Jessica’s first project at SmallPort Financial is to upgrade the organisation’s ageing hardware and software infrastructure. **Current system and planning for solution development** The organisation’s employees share resources and collaborate using an ageing intranet, which is hosted on site. Jessica has sourced a new cloud-based intranet to replace the existing service. She has hired Ryan, an external software developer, to develop a mobile application for clients to better interact with the organisation. It is proposed that the mobile application and the new intranet will share data with each other, and Ryan has indicated that this should not be a problem. Ryan has identified that the current system and processes at SmallPort Financial engage with a range of stakeholders, including clients, external financial institutions, various stock exchanges around the world and relevant regulatory bodies. As part of his initial analysis of the current system, Ryan has come up with a context diagram (Figure 2) that highlights the data flows between these stakeholders and the system. When clients first join SmallPort Financial, they are assigned a Portfolio Manager based on their main investment type, the value of their investment and the credentials of the available Portfolio Managers. **Figure 2: Context diagram for the existing processes at SmallPort Financial** * **Entities:** Client, Stock Exchange, Regulatory Body, External Financial Institution. * **System:** SmallPort Financial investments system. * **Flows:** * Stock Exchange -> (stock price data) -> System * System -> (share transaction requests) -> Stock Exchange * Regulatory Body -> (regulatory data) -> System * System -> (investment decisions) -> Client * System -> (assigned manager) -> Client * Client -> (client investments) -> System * System -> (educational resources) -> Client * System -> (investment data) -> External Financial Institution The mobile application should allow clients to view their investments, directly contact their Portfolio Manager and access a range of financial education resources. It is also intended that Portfolio Managers will be able to communicate with their clients via the mobile application, identify educational resources that are relevant to their clients’ needs and have these resources clearly marked in the mobile application on the client’s device. In the past, Portfolio Managers have communicated these resources to their clients via email, but clients had complained when managers repeatedly sent the same resources through. Jessica wants the mobile application to be as user-friendly as possible and available on a diverse range of mobile devices. Ryan has suggested that SmallPort Financial consider targeting one particular mobile operating system first, before releasing the mobile application onto other mobile operating systems. Both Peter and Jessica want clients to be involved in the testing and evaluation processes, and Ryan agrees that this should occur as the project rolls out. Jessica sends an email to all of SmallPort Financial’s clients, requesting volunteers to support the development of the mobile application, and she receives a number of positive responses to the initiative. After going through the list of volunteers, they select Rosie, who is a casual investor, and Andrew, who is a retiree, to participate in the consultation process. **Evaluation** Six months after the application is released, Peter conducts a survey of both his clients and his employees to determine how successful the project has been in achieving its objectives. He had already collected similar data as part of a review of the organisation 12 months before the release of the mobile application. **Figure 3: Summary of SmallPort Financial's employee satisfaction survey** * Comfort with workload: Decreased slightly. * Client interactions: Decreased significantly (8 to 2). * Co-worker interactions: Decreased (9 to 5). * Work-life balance: Decreased significantly (9 to 6). **Figure 4: Summary of SmallPort Financial's investor satisfaction survey** * Overall client satisfaction: Increased (6 to 8). * Transparency: Increased (6.5 to 8). * Education: Increased significantly (3.5 to 9). * Communication with managers: Increased (7 to 8).