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Project Proposal Information Systems Essay

1676 words - 7 pages

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Project Proposal
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The upgrade of agency’s
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Customer Relationship System (CRM)
This project includes and impacts several independent agencies now related to X via the larger program encompassing it: the ongoing initiative of X X to consolidate and streamline the public services of major agencies. These related agencies are identified in their own department as X X.
Since 2011, the X Department has succeeded in becoming one of the largest of the X's consolidation projects. It has contracted with and 'absorbed' a significant amount of the ...view middle of the document...

For example, the lives of residents can be impacted negatively with outdated or insufficient information about their X debts or business licensing responsibilities.
* Currently very high-maintenance and overly-complicated operations are required to keep the content up-to-date; costly, frequent system lags and crashes create major inconveniences for all end-users.
* Potential for total system overload: there is more data to be imported soon than could be handled by the current CRM (X is contracting with more agencies over the coming 18 months).
* Lack of content standardization: any sources on which the CRM Transition teams bases its standards and formatting should always be recognized industry authorities. Currently there is no cohesive standardization between the two independently operating content management teams. It is a top priority for the content management teams to implement and commit to very stringent professional guidelines during these phases of the project.

Risks of transitioning to a new CRM have been identified as:
* Exceeding budget: Inability to secure a vendor that can supply the CRM needs within budget; finding that after selection and late-phase testing, any additional changes to functionality or service will drastically exceed estimates.
* Scope-creep, as distinguished from the previous point (“exceeding budget”): the executive level stakeholders’ evolving list of expectations may conflict with the parameters gradually being established and approved with each step.
* System down-time during transition from current to new CRM

Benefits and Opportunities
There are risks at each side, but it is clear that the risks are outweighed by these benefits of purchasing a new customizable CRM:
* Ability to implement the next phase of NYS business-startup services (major initiative of the X; entire project has full support)
* Maintain (and improve) service levels with contracted agencies through X
* Improve customer service to the public as they contact X
* Quicker processing times for all X types (personal, corporate, sales)
* X and X anticipate being able to reduce staffing volume required for the call center (as new CRM will be quicker and easier to use)
* Lower maintenance of new CRM required (newer, better technology; less staffing and resources required)
* IT staff is already working closely with vendors to create the most ideal and economical functionality

* “Calibration sessions” are scheduled by the PM for the content management teams to establish the standard guidelines for the new CRM, and become familiarized with the new formatting, standards, and workflow procedures.
* The project manager has authorized one of the major project teams (CRM Team from X) to identify its own project leader to manage the numerous assigned tasks and work items, and to act as representative for the CRM Transition Team).
* This CRM Transition Team project...

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