Uploaded by nagaraja T

Call Center Operations Project Plan

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Sample Project Plan
WBS
1.1.1
1.1.2
1.1.3
1.1.4
Task Name
Duration
Resource Name
23 days
4 days
0 days
0 days
1 day
3 days
Fieldprint
Fieldprint
Fieldprint, OR DAS PSO
Fieldprint, OR DAS PSO
Fieldprint, OR DAS PSO
Identify Stakeholders (including Agencies and end users)
3 days
Fieldprint, OR DAS PSO
Planning
Develop Project Documentation
Project Kickoff Meeting
Document Technical Requirements
Required Demographics
Use existing Oregon ICD File Format configured for OR
DHS Program
Oregon Fee and Invoicing Processing
Define Activity and Transaction Reports
Testing Requirements
12 days
1 day
1 day
3 days
3 days
1 OR DAS PSO Livescan Fingerprinting Project
1.1 Initiation
Contract Awarded
Contract Signed
Charter Approved
Identify High Level Requirements
1.1.5
1.2
1.2.1
1.2.2
1.2.3
1.2.3.1
1.2.3.2
1.2.3.3
1.2.3.4
1.2.4
Complete Test Scenarios for Scheduling Site, Store and
Forward, Submission to OSP, Reports and Payment
1.2.4.1
Fieldprint
Fieldprint, OR DAS PSO
Fieldprint, OR DAS PSO
0 days
Fieldprint, OR DAS PSO
3 days
3 days
2 days
Fieldprint, OR DAS PSO
Fieldprint, OR DAS PSO
2 days
Fieldprint
1.2.5
1.2.5.1
1.2.5.2
Document Business Requirements
Web Site Content - Scheduling/FAQs
Call Center Operations
5 days
5 days
3 days
1.2.5.3
Develop Transition Plan
5 days
Fieldprint, OR Agencies
Fieldprint
Fieldprint, OR Agencies, OSP, DAS
PSO
1.2.5.3.1
Determine all Stakeholders (DAS PSO, OSP, Agencies
and End Users)
5 days
Fieldprint, OR Agencies, DAS PSO
1.2.5.3.2
Time Table to Phase In New Fingerprint Process
5 days
Fieldprint, OR Agencies, DAS PSO
5 days
Fieldprint, OR Agencies, DAS PSO
1.2.5.3.3
1.2.6
1.2.6.1
Identify 4 Additional Collection Sites to Existing 32 Sites
1.2.6.2
1.3
1.3.1
1.3.1.1
1.3.1.2
1.3.1.3
1.3.2
1.3.2.1
1.3.2.2
1.3.2.3
1.3.3
Communications Plan Announcing New Fingerprint
Process
Operations Implementation
Training for Fieldprint Call Center
Execution / Development
Install Collection Sites
Setup New Collection Site Facilities
Deliver, Install and Test Stations
Staff and Train Station Technicians
Website Configuration
Update Existing Oregon Program Website
Applicant Scheduling
Fee Processing/Reconciliation
Store and Forward Configuration
12 days
10 days
Fieldprint
4 days
20 days
15 days
10 days
15 days
15 days
5 days
3 days
3 days
2 days
3 days
Fieldprint
Fieldprint
Fieldprint
Fieldprint
Fieldprint
Fieldprint
Fieldprint
1.3.3.1
Connection Already Established for OR DHS program
0 days
Fieldprint, OR DAS PSO
1.3.3.2
Send Test Submission for OR Agencies
3 days
Fieldprint, OR DAS PSO
1.3.4
1.3.4.1
1.3.5
1.3.5.1
1.3.6
1.3.6.1
1.3.6.2
1.3.6.3
1.3.6.4
1.3.7
Reporting
Activity and Transaction Reports
Billing
Invoice Oregon Agencies
Full End to End Testing
Schedule an appointment
Collect Fingerprints
Submit NIST package to OSP
Run Activity and Transaction Reports
Operations
1.3.7.1
Implement Transition Plan to New Fingerprinting Process 5 days
1.3.8
1.3.8.1
1.3.8.2
1.3.8.3
1.3.8.4
Production Release
Pilot Fingerprint Submissions
Full Production Release
Delivery of Activity and Transaction Reports
Confirm Processing with Oregon Agencies
Confirm Transition Plan to New Fingerprinting Process is
1.3.8.5
Implemented
1.4 Monitoring and Control Systems
5 days
3 days
0 days
1 day
1 day
Fieldprint, OSP
Fieldprint
Fieldprint, OR Agencies
Fieldprint, OR Agencies
1 day
Fieldprint, OR Agencies
1.4.1
Weekly Status Meetings
23 days
1.5.1
1.5.2
Project Closing
Hand off to Operations/Call Center
Sign off Deliverables with Oregon
2 days
1 day
1 day
1.5.3
Lessons Learned
1 day
1.5
5 days
5 days
5 days
5 days
5 days
5 days
5 days
5 days
3 days
5 days
Fieldprint, OR Agencies
Fieldprint, OR Agencies
Fieldprint
Fieldprint
Fieldprint
Fieldprint
Fieldprint
23 days
Fieldprint, OR Agencies, OSP, DAS
PSO
Fieldprint
Fieldprint, OR Agencies
Fieldprint, OR Agencies, OSP, DAS
PSO
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