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 can no longer handle the volume of memberships. The existing system frequently crashes, disrupting customer service and risking performance guarantees owed to plan sponsors. These guarantees are stipulated in contracts with Webster Insurance, and failure to meet service expectations may result in financial penalties. The new platform must accommodate current data and future growth. To minimize disruption, the project will be executed in phases over a two-year period, starting June 1, 2021, and ending May 31, 2023, with a budget of two million dollars.

Business Objectives:

The primary goal of this project is to implement the GCSP platform and replace the existing customer service database with minimal operational disruption. The current system’s inability to support Webster Insurance’s membership growth has led to frequent delays and crashes, negatively impacting customer feedback and satisfaction (Ganesh, 2020). The GCSP platform must meet the following requirements:

• Compliance with CMS (Centers for Medicare Services) standards.
• Capacity to support current business operations and future growth.
• Streamlined, user-friendly interface to enhance customer experience.
• Reduction in average handle time costs.
• Improvement in customer satisfaction.

To ensure the appropriate selection of the platform, a comparative analysis of available systems will be conducted. Key considerations include:

• Capacity: Does the new system accommodate current and potential future data volumes?
• Compliance: Does the new system meet CMS compliance requirements?
• Price: What is the cost of GCSP? Are there more affordable alternatives? Will the system reduce average handle time costs and enhance customer satisfaction?

Preliminary Project Requirements:

The system upgrade must meet CMS compliance and be approved by Webster Insurance’s CEO. It should demonstrate reductions in average handle time and improvements in customer satisfaction. The requirements include:

• A web-based application to avoid capacity-related crashes.
• Compliance with CMS regulations.
• Capability to migrate existing data.
• A user-friendly design with proven effectiveness.

Preliminary Cost Estimate and Schedule:

The total budget for the project is $2,000,000, divided as follows:

• Project Management and Oversight: $150,000
• System Design and Architecture: $600,000
• Installation and Migration of Software: $150,000
• Migration of All Systems into New Program: $100,000

The project will be executed in stages:

• 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

Any budget overruns exceeding 4% will result in project failure.

Risks:

The project faces several risks, including:

• Budget Overruns: The lengthy and large-scale nature of the project increases the likelihood of exceeding the budget.
• Schedule Adherence: Technical challenges could delay the system build and implementation.
• System Integration: Issues may arise from integrating various systems into the new platform.
• Migration Challenges: The simultaneous migration of a large user base may lead to potential problems.

Assumptions:

For the project to proceed, several assumptions are made:

• The budget will be sufficient to complete the project.
• The timeline allows for adequate system development and migration.
• The new system will be compatible with existing systems and integrate seamlessly.

Approvals:

Signatures below confirm understanding of the project’s purpose and agreement with the outlined plan, granting permission to proceed with the next steps.

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

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

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/callrouting/improve-aht-without-sacrificing-your-csat-blog/

PM FPX 4060 Assessment 1 Project Proposal

Project Management Institute. (2017). Guide to the Project Management Body of Knowledge (PMBOK® Guide) — Sixth Edition and Agile Practice Guide.