PM FPX 4060 Assessment 1 Project Proposal

Student Name

Capella University

PM-FPX4060 Risk Management in Project Management

Prof. Name:

Date

Project Proposal

Project Name: GCSP (Guided Customer Service Program)
Project Manager: Angela Guthrie

Introduction:

Webster Insurance has experienced significant growth, and their current customer service database is no longer able to accommodate the increasing number of memberships. Frequent system crashes disrupt the customer service provided to members, posing a risk of performance guarantee payouts to plan sponsors who elect insurance through Webster. These performance guarantees, outlined in the company’s contracts, require Webster to deliver satisfactory service. Failure to do so results in a breach of contract and financial penalties. For the new platform to be effective, it must be capable of handling Webster’s current membership data and anticipate future growth. To minimize business disruption, the platform rollout will be phased over two years, beginning June 1, 2021, and concluding on May 31, 2023, with a budget of two million dollars.

Business Objectives

The primary objective of this project is to implement the GCSP platform, replacing the current customer service database with minimal disruption to operations. The existing system cannot support the expanded membership of Webster Insurance, leading to frequent system delays and crashes. These issues have negatively impacted customer service and satisfaction, as long wait times can significantly reduce customer satisfaction (Ganesh, 2020). GCSP will need to meet the following capabilities:

Be CMS (Center for Medicare Services) compliant.
Accommodate both current business needs and potential future growth.
Be streamlined and user-friendly, enhancing the customer experience.
Reduce average handle time costs.
Improve customer satisfaction.

A thorough analysis of all available platforms will be conducted to ensure Webster Insurance selects the most suitable system. This analysis will compare the current system and the company’s needs with other available systems in the market.
Key factors in the analysis include:

Capacity: Can the new system handle current and future membership data?
Compliance: Does the system meet CMS compliance standards?
Price: What is the cost of GCSP? Are there less expensive alternatives? Can this system reduce average handle time costs and increase customer satisfaction?

Preliminary Project Requirements

The system upgrade must comply with CMS regulations and receive approval from Webster Insurance’s CEO. Additionally, the new system must demonstrate reduced average handle times and improved customer satisfaction results. Key system requirements include:

A web-based application to prevent system crashes caused by capacity issues.
Compliance with CMS regulations.
Ability to migrate current data to the new platform.
A user-friendly interface with proven results.

Preliminary Cost Estimate and Schedule

The total budget for this project is $2,000,000, which will be allocated to the following components:

Project management and oversight = $150,000
System design and architecture = $600,000
Installation and migration of software = $150,000
Migration of all systems into the new program = $100,000

The project will be broken down into deliverables, each forming part of the overall scope. The project cost will not exceed the budget of $2 million. Any budget overrun exceeding 4% will deem the project unsuccessful.

Schedule

Webster Insurance has set a two-year timeline for the project, beginning on June 1, 2021, and concluding on May 31, 2023. Failure to complete activities within the designated time frame will result in project failure. The project schedule is divided into five process groups, which will aid in Work Breakdown Structure (WBS) implementation (Project Management Institute, 2017).

1.0 Project Initiation: June 1, 2021 – June 30, 2021
2.0 Program Approval Phase: July 1, 2021 – July 31, 2021
3.0 System Design and Migration: August 1, 2021 – May 1, 2023
4.0 Testing: May 2, 2023 – May 25, 2023
5.0 Final Delivery and Sign-off: May 25, 2023 – May 31, 2023

Risks

Several high-level risks are associated with the installation of GCSP:

Budget Overruns: The size and duration of the project increase the likelihood of exceeding the budget.
Schedule Delays: Since the system is being built from scratch, unforeseen technical issues could arise, causing delays.
System Integration: The integration of multiple systems into the new platform may result in compatibility issues.
Migration Issues: Migrating such a large number of users to a new platform simultaneously may lead to unexpected challenges.

Assumptions

Several assumptions underlie the project’s scope. It is assumed that the allocated budget will be sufficient to complete the project. The timeframe should allow for the system’s development and migration. Additionally, it is assumed that the new system will be compatible with existing systems, allowing for seamless data integration.

Approvals

The following signatures indicate an understanding of the project’s purpose and content, as well as approval of the outlined objectives and next steps.

Approved by (Name, Title):
Signature: ___ Date:__

References

Ganesh, S. (2020, June 4). How to improve Average Handle Time without sacrificing CSAT. Freshworks. Retrieved from https://www.freshworks.com/freshcaller-cloud-pbx/call-routing/improve-aht-without-sacrificing-your-csat-blog/