PM FPX 4060 Assessment 3

Project Charter

This project charter identifies the most important items required to migrate Webster Insurance’s customer service platform to the Guided Customer Service Program (GCSP).

Project Overview

• Project Title: Guided Customer Service Program
• Project Start Date: June 23, 2022
• Project Finish Date: April 31, 2023
• Budget: $2,000,000

The budget is broken down as follows:

• Project management and monitoring: $150,000
• System architecture and design: $600,000
• Software installation and migration: $150,000
• Transition of all systems to the new system: $100,000

The project needs to be done for $2 million, and if there is a cost overrun of more than 4%, it would be considered a failure.

• Project Manager: Angela Guthrie

Project Objectives

The overall goal is to deploy the GCSP, overhauling the existing customer service system with little disruption. Webster Insurance’s heritage system is slow, leading to delay and system failure, which damages customer service (Ganesh, 2020). The new system should:

• Comply with CMS (Center for Medicare Services) standards
• Support current and future expansion
• Be easy to use and enhance working efficiency
• Decreased handling time cost
• Enhanced customer satisfaction

Deliverables

Initial Deliverables (Initiation Phase):

• Members’ rosters
• Project plan
• Initial schedule for a meeting

Ongoing Deliverables (Design and Delivery Phase):

• System integrations list
• Progress reports and meeting notes
• System demonstrations

Final Deliverables (Delivery and Acceptance Phase):

• Complete program database and system integration
• CMS compliance approval
• Integration summary and lessons learned 

SWOT Analysis

• Strengths Endured platoon, estimable insurance establishment, and former success with analogous systems. 
• sins Gradational integration needed due to business operations. 
• openings Ameliorate client service and business growth. 
• pitfalls Implicit system comity issues and unlooked-for specialized challenges. 

PM FPX 4060 Assessment 3 Project GCSP 

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

Pcubed (2004). threat identification questionnaire (Microsoft Word template). recaptured from http://office.microsoft.com/en-us/templates/risk-identification-questionnaireTC001142331.aspx