PM FPX 4060 Assessment 3 Project GCSP

Student Name

Capella University

PM-FPX4060 Risk Management in Project Management

Prof. Name

Date

Project GCSP

Executive Summary Description

Executive summaries are brief descriptions designed for busy executives to quickly grasp the project’s purpose, main points, and deliverables. They help upper management understand how the project aligns with the organization’s mission and goals. Despite their brevity, executive summaries must effectively convey the essential information needed by executives to avoid any unexpected issues during the project’s execution.

[Insert Executive Summary narrative here.]

Version Control

Project Charter

This project charter outlines the necessary elements to upgrade the current customer service platform for Webster Insurance to the Guided Customer Service Program (GCSP).

Project Title: Guided Customer Service Program
Project Start Date: June 1, 2021
Project Finish Date: May 31, 2023
Budget: The total budget for this project is $2,000,000.00, allocated as follows:

• Project management and oversight = $150,000.00
• System Design and Architecture = $600,000.00
• Installation and migration of software = $150,000.00
• Migration of all systems into the new program = $100,000.00

The project is divided into deliverables forming a scope, and it will not exceed the $2 million budget. Any budget overruns exceeding 4% will render the project unsuccessful.

PM FPX 4060 Assessment 3 Project GCSP

Project Manager: Angela Guthrie

Project Objectives: The objective is to deploy the new GCSP platform and replace the current customer service database with minimal disruption to operations. The current system cannot support Webster Insurance’s growing membership, leading to frequent delays and crashes that negatively impact customer service and satisfaction (Ganesh, 2020). The GCSP must be CMS (Center for Medicare Services) compliant, accommodate current and future business needs, be user-friendly, reduce average handle time costs, and increase customer satisfaction.

Deliverables: Deliverables are categorized by project phases and will be updated if their number or frequency changes.

• Initial Deliverables: During the “Initiation” phase (Project Management, I. 2017)

  • Deliverable 1: Team Rosters
  • Deliverable 2: Project Management Plan
  • Deliverable 3: Initial Meeting Schedule

• Ongoing Deliverables: During the “Design and Delivery” phase (Project Management, I. 2017)

  • Deliverable 4: List of system integration
  • Deliverable 5: Project Meeting notes
  • Deliverable 6: Progress Reports
  • Deliverable 7: Schedule Update
  • Deliverable 8: System Demos

• Final Delivery Package: During the “Delivery and Acceptance Phase” (Project Management, I. 2017)

  • Deliverable 10: Completed Program Database and integration
  • Deliverable 11: Integration Summary
  • Deliverable 13: CMS Compliance Sign-off
  • Deliverable 14: All materials paid in full
  • Deliverable 15: Approval Letter Signature and Lessons Learned

Approach

The project objectives will be achieved by utilizing data from the current customer service platform and enhancing it for the new GCSP.

• Incorporate all necessary data from the old system into the GCSP in a more user-friendly format.
• Ensure timely delivery by monitoring and controlling the project at each milestone.
• Maintain budget adherence through detailed estimation and close expense monitoring.
• Deliver the design build and platform integration successfully with each team.
• Review compliance with Webster Insurance’s compliance team.

Risk Identification

Management Risks

Stakeholder Analysis

Stakeholder Name: Amy Johnson
Role: Program Manager
Interest Level: High
Impact Level: High
Engagement Strategy: Regular updates and progress reports

Stakeholder Name: Charles Davidson
Role: Lead Developer
Interest Level: Medium
Impact Level: High
Engagement Strategy: Weekly meetings and feedback sessions

Stakeholder Name: Elizabeth Clark
Role: Compliance Officer
Interest Level: High
Impact Level: Medium
Engagement Strategy: Review meetings and compliance checks

Stakeholder Name: Michael Thompson
Role: IT Support Lead
Interest Level: Medium
Impact Level: Medium
Engagement Strategy: Coordination for integration and troubleshooting

Work Breakdown Structure

Communication Plan

Internal Communications

• Frequency: Weekly
• Methods: Team meetings, email updates
• Audience: Project team, stakeholders
• Purpose: Progress updates, issue resolution

External Communications

• Frequency: Bi-weekly
• Methods: Client meetings, status reports
• Audience: Webster Insurance management
• Purpose: Project status, feedback collection

Change Management Communications

• Frequency: As needed
• Methods: Email, formal meetings
• Audience: All affected parties
• Purpose: Communicate changes, manage expectations

SWOT Analysis

Replacing the current customer service database with a compliant, up-to-date platform that meets CMS compliance guidelines and can support the growing business within a $2 million budget will ensure the project’s success.

Strengths:

• Experience on similar projects
• The company is a well-respected, growing insurance firm
• All project team members are certified

Weaknesses:

• The new platform must be integrated in phases due to business activity being too busy for a full transition

Opportunities:

• Opportunity for business growth while providing excellent customer service

Threats:

• Potential integration issues with other systems
• Membership decreases based on service quality before installation
• Lack of technical knowledge may cause delays

Known Project Risks, Constraints, & Assumptions

Risks:

• Cost overruns
• Deployment delays
• System integration issues
• Compliance concerns

Constraints:

• Budget: Strict limit of $2 million
• Integration/Deployment hours: Must stay within allocated hours
• Product Resources: Limited to one product manager and one integration manager
• Schedule: Phased deployment due to increased business activity
• Limited usability testing before complete deployment

Assumptions:

• Webster Insurance is financially stable
• Salesforce will perform as promised
• The design team will provide detailed drafts
• The system will meet compliance and HIPAA guidelines
• Meetings will be held on time
• The customer will accept the system once deployed
• Financials will be closed per milestones

Roles and Responsibilities

The roles and responsibilities are assigned per department, with each department head managing their phase. The project manager provides oversight and final input. The project administrator is available to answer any questions regarding project scope, budget, and timeline.

Project Scope

This project aims to replace the current customer service platform while complying with CMS and HIPAA regulations. It will provide a user-friendly system for call staff, ensuring a smooth and satisfactory experience for members.

Project Overview

Project GCSP is a new customer service program for Webster Insurance. The need for the project arose as the current platform is unable to support the growing business, causing system crashes and customer dissatisfaction. The company has allocated $2 million to develop a new program to continue its growth and reduce handle time, aiming for cost savings. A return on investment (ROI) is expected within 18 months of deployment. The project will commence on June 1, 2021, and conclude on May 31, 2023.

Scope Inclusions:

• Project Management and Oversight
  • Beginning at the design phase
  • Includes budgeting and QA/UAT planning
• Project Schedule
  • Developed in MS Project, with resources and Gantt charts
• Product Package
  • Includes Salesforce contract and PDF design presentation
• Labor for system integration
• Purchase of system upgrades
• Maintenance and operational training
• Deployment strategy

Scope Exclusions:

• Replacement of other systems
• Customer travel or lodging expenses
• Design changes without charge
• Training for other systems
• Post-completion onboarding

Work Breakdown Structure (WBS)

PM FPX 4060 Assessment 3 Project GCSP

References

Hillson, D. (2002). Using a risk breakdown structure in project management. Journal of Project Management, 18(3), 45-52.