Example: Project Charter EZ

Help Desk ACD Upgrade Project Charter

Disclaimer: This example is based on a real project; however, the content has been modified and specifics removed (e.g., names, dates, budget amounts).

Project Name / Help Desk Automated Call Distribution (ACD) Upgrade to Telephony@Work CallCenter Anywhere
Project Manager / Project Manager / Organization / User Services Help Desk, DoIT
Sponsors / Sponsor1
Sponsor2 / Organization / User Services Help Desk, DoIT
Customer / Help Desk / SNCC / Organization / User Services Help Desk,
DoIT
Document Version & Date / Final Version2.1 mm / dd / yy
Term, Abbreviation or Acronym / Definition
ACD / Automatic Call Distribution
DOA / Department of Administration
DoIT / Division of Information Technology
HD / Help Desk
ISDN / Integrated Services Digital Network
SNCC / Systems and NetworkControlCenter
T@W / Telephony@Work CallCenter Anywhere
UCD / Uniform Call Distribution
Project Scope
Business Need / The DoIT Help Desk (HD) needs a more feature-rich ACD (Automatic Call Distribution) system. Included in those needs are call recording, chat support, and broader User Services integration capabilities. The Systems & Network Control Center (SNCC) has required an exception for any call center ACD systemsupgradesother than to the Telephony@Work Call Center Anywhere ACD system. Our evaluation resulted in the Selection of the Telephony@Work (T@W) system.
Project Goal / The goal of this project is to seamlessly upgrade the Help Desk and SNCC ACD system to Telephony@Work Call Center Anywhere. The SNCC is also on the current ACD system, and will be a part of this upgrade project.
Product Description / The product to be installed is the Telephony@Work Call Center Anywhere system. This includes acquisition of ISDN lines, new headsets, software installation and testing, and training for all Help Desk agents.
In Scope/Out of Scope / In Scope:
  • Design Help Desk Call Flow
  • Configure and build call flow in T@W
  • Configure and test backup UCD
  • Purchasing of equipment and phone lines to serve new system
  • Configure backup UCD system
  • Test T@W compatibility with desktops and DoIT Firewalls
  • Train HD Agents
  • Create documentation
Out of Scope:
  • Additional features of this system, including chat (these will be a future project)
  • Beta testing of new version

Critical Success Factors / The following represent factors critical to the success of this project:
  • Arrival and installation of headset hardware and new ISDN phone lines
  • Backup UCD
  • Fully functioning and reliable Telephony@Work Call Center Anywhere ACD
  • Training and documentation completed

Project Assumptions / This project assumes that Telephony@Work Call Center Anywhere will continue to be more stable as time goes on. However, our current ACD will be available until January yyyy. Additionally it is assumed that the new backup system UCD will prove reliable.
Project Constraints / Constraints consist of financial and time factors. Specifically, funding and staff time are limited because the Help Desk must continue to serve as a critical service provided to the campus community throughout the project.
Project Deliverables / This project will deliver a fully functioning Help Desk ACD, including staff training as listed below:
  • HD call flow redesigned
  • ACD business requirements defined
  • Hardware purchase of 30+ new phones completed
  • ISDN Phone Lines installed
  • Call flow configured in Telephony@Work Call Center Anywhere
  • Call flow tested and verified
  • Fully functional upgrade ACD and UCD backup
  • Training developed and delivered to all HD staff
  • All documentation completed in the HD Knowledge Base

Requirements
The requirements of this project are as follows:
  • Help Desk call flow to accommodate the T@W system
  • ISDN lines and phone headsets to accommodate the T@W system
  • T@W support to install, configure, and test the ACD upgrade and UCD backup
  • T@W documentation to train all HD staff
  • HD Knowledge Base to update ACD documentation for HD staff

High-Level Milestones and Timeline
Milestone / Date
Help Desk Call Flow Completed / mm / dd / yy
T@W Planning Spreadsheet Completed / mm / dd / yy
Headset Hardware Purchased / mm / dd / yy
ISDN Phone Lines Installed & Functioning / mm / dd / yy
Call Flows in T@W Completed / mm / dd / yy
Call flows in T@W Tested and Verified / mm / dd / yy
Backup UCD Installed and Functioning / mm / dd / yy
Training of all HD Agents Completed / mm / dd / yy
Documentation in HD Knowledge Base Completed / mm / dd / yy
Cut-over to T@W Completed / mm / dd / yy
High-Level Roles
Name / Project Responsibility / Skills Required / FTE
FY yy – FY yy / Recommended
Source
Project Manager / Manage Project / Project Mgmt, ACD / .xx / US/HD
HD Call Flow Design / Design + Configure T@W Call Flow / T@W Admin and ACD / .xx / US/HD - SNCC
Voice Hardware / Order Telephone lines, sets and hardware / Voice Services Knowledge / .xx / Voice Services
T@W Testing / Design and lead testing of T@W / ACD and T@W / .xx / US/HD
Application and Security Testing / Desktop Support and Security req / PC Admin / .xx / US/HD
Training Coordinator / Develop and Deliver T@W training / ACD, T@W, Training / .xx / US/HD
Documentation Editor / Create Documentation / Html editing / .xx / US/HD
Total FTE / x.xx
High-Level Budget
Cost Type / FY yy - yy / FY yy - yy / Total
Hardware and install cost / $ XX,XXX / $ X,XXX / $ XX,XXX
Personnel costs / $ XX,XXX / $ XX,XXX / $ XX,XXX
Total Budget / $ XX,XXX
Communications Strategy
An ongoing, bi-weekly status meeting will be held with the DoIT Project Sponsor. Weekly status reports willalso be given to key Help Desk staff.
DoIT Communications will market new services launched for general public use.
Quality Management Strategy
Bi-weekly status reports will be used to review project status and address any quality issues.
The testing plan will be in operation during the entire four months that the new system is in place prior to cut-over.

Project Charter Approval Signatures

Project Manager

______

(Signature) (Date)

Project Manager

Position

Organization

Project Sponsor1

______

(Signature) (Date)

Project Sponsor1

Position

Organization

Project Sponsor2

______

(Signature) (Date)

Project Sponsor2

Position

Organization

Example - Project Charter EZ, v1.2.1Page 1 of 4