FSM & Support System Developer Needed

Freelance Developer Required – ISP/Fibernet Field Service Management App

We are looking for an experienced Full-Stack Developer / Development Team to build a complete ISP/Fibernet Field Service Management (FSM) & Customer Support System.

The system will have Admin/Manager Web Panel + Customer Android App + Staff/Technician Android App, with scope for future OLT/ONU/NMS integration.

1. Admin & Manager Web Panel
Admin login
Manager/Office login
Dashboard
Staff management
Customer management
Complaint/Ticket management
Installation/New Connection management
Attendance
Shift management
Leave management
Inventory
Reports
Incentive/performance management
Settings
User/role permissions
2. Staff/Technician Android App
Staff login
Staff profile
Punch In / Punch Out
GPS location capture
Office geofence/radius verification
Selfie verification during punch
Attendance record
Assigned jobs
Accept Job
Start Work
In Progress
Complete Job
Customer location navigation
Customer call button
Before-work photo
Completion photos
GPS + timestamp with work activities
Complaint history/status
Installation jobs
Material usage entry
3. Customer Android App
Customer registration/login
Mobile number
Multiple landline numbers under one customer
Customer details
Create complaint/ticket
Complaint category
Problem description
Photo/screenshot attachment
Ticket status
Ticket history
Reopen option where applicable
Installation/New Connection request
Notifications
WhatsApp/SMS integration
4. Complaint / Ticket Management
Ticket creation from Customer App
Manual ticket creation by Admin/Office
IVR-based ticket creation
Match incoming calling number with customer database
Auto-populate customer details
Assign complaint to staff
Staff accept/start/resolve workflow
Status tracking
Reopen
Close instead of delete
Complete complaint history
Search by Mobile/Landline/Ticket ID
Staff details
Work timings
Photos
Resolution details
5. Complaint SLA & Performance
Ticket Created → Ticket Closed time calculation
Standard complaint target: 2 hours
0–30 min: Excellent
31–60 min: Good
61–90 min: Average
91–120 min: SLA Warning
Above 120 min: SLA Breached
Average resolution time
SLA compliance %
Completed/Pending/Breached jobs
Staff performance
Incentive/Penalty calculation

Important: SLA target should be a service-performance measurement, not simply an incentive target.

6. New Connection / Installation Module
Create new connection lead
Assign lead/job to staff
Completion deadline
Start installation
Installation completion
Cable quantity in meters
FAT Box quantity
Patch Cord quantity
Other materials
Installation photos
GPS
Timestamp
Daily completed installations
Monthly installation report
Installation performance
Installation incentive calculation
7. Attendance & Shift Management
Employee ID
Name
Phone
Designation
Status
Punch In/Out
GPS
Selfie
Office radius
Working hours
Present/Absent/Half-day
Morning/Evening/Full/Half shifts
Assign staff to shifts
Leave application
Leave approval/rejection
Attendance history
8. Salary & Incentives
Base salary
Complaint performance
Installation performance
Average closing time
SLA performance
Incentive calculation
Penalty calculation
Monthly salary + incentive calculation
Staff-wise monthly statement
9. Inventory
Item master
Unit
Opening quantity
Purchase/stock entry
Stock balance
Material issued/used
Material used against specific job/installation
Automatic stock deduction
Remaining quantity
Stock history
Stock report

Example: 100m cable available → 20m used → system automatically shows 80m balance.

10. Dashboard

Admin dashboard should show:

Total complaints
Pending
Assigned
In Progress
Completed
Installations
Leads
Total staff
Present
Absent
Currently working
Punch In/Out status
SLA status
Performance summary
11. Customer Database
Excel/CSV bulk upload
Retain existing customer database columns
Search by Mobile/Landline
Multiple landlines under one customer
Automatic customer identification when creating complaint
Customer connection history
12. Notifications

Notifications should work based on actual events, not just display a notification option.

Examples:

New complaint created
Complaint assigned
Staff accepts job
Staff starts work
Work completed
Complaint closed
Installation assigned
Installation completed
Customer updates
WhatsApp/SMS notifications

Developer should clearly specify the required WhatsApp API/provider and integration method.

13. Communication
Internal staff/admin chat
One-to-one chat
Groups
Customer notifications
WhatsApp integration
SMS integration
14. Reports

Reports should include:

Attendance report
Shift-wise report
Daily/monthly working hours
Complaint report
Installation report
Staff performance
SLA report
Incentive/Penalty report
Inventory report
Customer report
Daily/monthly summary
Search/filter
Excel/CSV/PDF export
15. Role & Access Management
Admin
Manager
Office staff
Field staff
Customer
Appropriate access based on role
Page/module-level permissions if technically feasible
16. OLT / ONU / NMS Integration

We want the system to be designed so that OLT/ONU monitoring can be integrated .

Requirements may include:

OLT management
OLT online/offline status
PON port status
ONU online/offline
ONU LOS
Optical RX/TX power
ONU distance
ONU uptime
Traffic monitoring
Alarm monitoring
SNMP
OMCI
TR-069/USP where supported
Customer ONU PON OLT mapping
Automatic fault detection
Fiber-cut detection
Automatic ticket creation
Multiple ONU outage/area outage detection
Future network map/GIS
OLT/ONU configuration

This can be implemented as a separate advanced phase, but the current architecture should be designed to support it.

17. Network/Customer Mapping

Future system should support:

OLT locations
PON
FAT Box
Splitters
Fiber routes
Customer locations
Customer → ONU → PON → OLT relationship
Google Maps/GIS-based network visualization
18. Technical Requirements

Developer should propose:

Recommended technology stack
Backend architecture
Database
Android application technology
Web technology
REST API
Authentication/security
Cloud/VPS deployment
Backup strategy
API documentation
Source code
Database/schema
Deployment documentation
Important Requirement

We are not looking for screens/pages that merely show the listed options.

Each agreed feature must have its basic practical workflow fully functional.

For example:

Punch In/Out = button + GPS + office verification + selfie/verification + timestamp + attendance record.

Complaint = create → identify customer → assign → accept → start → work → resolve → close → history.

Installation = lead → assign → start → material usage → photos/GPS → complete → performance/report.

Inventory = add stock → use material → automatic deduction → remaining stock.

Reports = actual data generated from the system and available for management review.

The developer should clearly identify what is included, what is excluded, and what would be considered an additional major feature before development starts.

Deliverables
Fully working Web Admin/Manager Panel
Fully working Customer Android App
Fully working Staff Android App
Backend/API
Database
Deployment on our VPS/hosting
Source code
Documentation
Testing
Bug fixing
Final working demo

Please quote separately for:

Complete Phase 1 FSM application
OLT/ONU/NMS integration – Phase 2
GIS/network mapping – Phase 3

We prefer developers/teams with previous experience in ISP, broadband, telecom, field-service, ticketing, OLT/ONU or NMS systems.

Please include portfolio/demo, technology stack, estimated timeline, total cost, post-deployment support, and what exactly is included in your quotation.