Oakland County Department of Information Technology Project Scope and Approach

Transcription

1 Oakland County Department of Information Technology Project Scope and Approach Project Name: WRC IVR Solution Implementation Project ID: D56611VR Leadership Group: Land Department: Water Resources Commissioner s Officer Division: Administrative Project Sponsor: Sherri Gee Date Requested: 9/29/216 PM Customer No. 611 Request Type: New Development Enhancement Customer Support Planned System Maintenance or Upgrade IT Team Name: Public & Environmental Services IT Team No: 5 Project Manager/Leader: Stu Smith Account Account Number: TBD Description: TBD Customer Name: Water Resources Commissioner Grant Funded? Yes No Mandate? Yes No Mandate Source: N/A Project Goal To implement an automated Interactive Voice Response (IVR) System and an Automated Call Distribution (ACD) System so that Water Resource Commissioner s Office (WRC) account holders have the ability to retrieve water and/or sewer account information and process account payments by telephone through the use of voice recognition or touch-tone keypad input, and to receive outgoing automated messages regarding upcoming service and account status changes. Business Objective To increase the options for water and/or sewer bill payment and improve overall customer service for customers of WRC by providing a self-serve bill payment alternative that will fully automate information from the NorthStar billing system, as well as provide outgoing automated account and service messages to WRC customers while reducing employee interaction during bill payment and processing. Major Deliverables Functional requirements document Contract with selected vendors Detailed project and implementation plan Payment Card Industry (PCI) Data Security Standard (DSS) compliant solution Documented call flows and outgoing notification system Implement Development and Production Environments including an integration with NorthStar and an integration between selected IVR and ACD systems Disaster Recovery Toolkit Training and Service Center Knowledge Documents Form Rev. 8/29/28 Page 1 Project Rev. 1/1/216

2 Oakland County Department of Information Technology Project Scope and Approach Project Name: WRC IVR Solution Implementation Project ID: D56611VR Approach Define requirements and required call flows including outgoing call system Develop project and implementation plan Configure solution in development and test environments Determine, procure and configure suitable Voice over IP (VoIP) gateway device System Integration and User Acceptance Testing PCI Penetration and Vulnerability Testing Develop Service Level Agreement (SLA) Publish User Documentation, Disaster Recovery Toolkit and Service Center Knowledge Documents Configure/Release solution in production environment Train and support on implemented systems Research & Analysis Gartner Research Recommendation Nothing Found NACo Application Store Nothing Found for Full Functionality Benefits See Return on Investment (ROI) Analysis Document Impact Number of Users Public Citizens of Oakland County represented by over 6, water and/or sewer accounts Divisions Oakland County Water Resource Commissioner s Office Leadership Groups Land Risk Business Environment High - Project will dramatically change existing business processes or will negatively effect the business environment if implementation is unsuccessful. Technical Environment Medium - Previously implemented technologies with new aspects and/or requirements Form Rev. 8/29/28 Page 2 Project Rev. 1/1/216

3 Oakland County Department of Information Technology Project Scope and Approach Project Name: WRC IVR Solution Implementation Project ID: D56611VR Assumptions Staffing IT and WRC resources will be available to execute to the project plan Role: Name Hours per Day WRC Project Sponsor WRC Project Technical Lead IT Project Manager IT Business Analyst Sherri Gee Nancy Basch Stu Smith Sukanya Govindaraaj As needed As needed As needed As needed Facilities The IT building will have available conference rooms to accommodate WRC and IT project team members for vendor demos and reviews. The IT building will have access to training room and associated computers for WRC end user trainees and vendor trainers. Technical New IVR software for WRC call flows and payment processing. Sizing based on one vendor providing an ACD solution and one vendor providing an IVR solution. Funding WRC funded Other Priority Form Rev. 8/29/28 Page 3 Project Rev. 1/1/216

4 Oakland County Department of Information Technology Project Scope and Approach Project Name: WRC IVR Solution Implementation Project ID: D56611VR Constraints Exclusions Form Rev. 8/29/28 Page 4 Project Rev. 1/1/216

5 Oakland County Department of Information Technology Project Scope and Approach Project Name: WRC IVR Solution Implementation Project ID: D56611VR PROJECT PHASE AUTHORIZATION Phase(s): Project Management, Define Business Requirements, Design System Architecture, Develop Application, Implementation, and Post Implementation Support Total Estimated Application Services Total Estimated Technical Systems Total Estimated CLEMIS Total Estimated Internal Services Hours: Hours: Hours: Hours: IT Application Services Division Manager Approval: IT Technical Systems Division Manager Approval: IT CLEMIS Division Manager Approval: IT Internal Services Division Manager Approval: IT Management Approval: Approved: Yes No Reason: Project Sponsor Approval: Title: PROJECT SUMMARY Authorized Development (see above) Hours: Cost: Previously Authorized Development Hours: Cost: Preliminary Estimated Development for Future Phases Hours: Cost: Grand Total Estimated Development Hours: Cost: Form Rev. 8/29/28 Page 5 Project Rev. 1/1/216

6 Oakland County Department of Information Technology Project Scope and Approach Project Name: WRC IVR Solution Implementation Project ID: D56611VR Customer Acceptance of Product: PROJECT COMPLETION AUTHORIZATION Title: Project Office Review: Form Rev. 8/29/28 Page 6 Project Rev. 1/1/216

7 Project Summary Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Benefits/Savings: Tangible Benefits Subtotal: Cost Avoidance Subtotal: 57,75 57,75 57,75 57,75 57,75 288,75 Costs: Development Services Subtotal: Hardware Subtotal: Software Subtotal: Subtotal Training Subtotal: Other Subtotal: Annual Statistics: Annual Total Savings 57,75 57,75 57,75 57,75 57,75 288,75 Annual Total Costs Annual Return on Investment 57,75 57,75 57,75 57,75 57,75 288,75 Annual Costs/Savings Ratio.%.%.%.%.%.% Project Cumulative Statistics: Cumulative Total Savings 57,75 115,5 173,25 231, 288,75 288,75 Cumulative Total Costs Cumulative Return on Investment 57,75 115,5 173,25 231, 288,75 288,75 Cumulative Cost/Savings Ratio.%.%.%.%.%.%.% Year Positive Payback Achieved State or Federal Mandate? Signatures: NO PAYBACK Benefits Reviewed By Project Sponsor Costs (including IT Resources) Reviewed By Information Technology Project Manager WRC IVR Solution Implementation ROI.2 (2).xlsx/Project Summary Page 1 REV: April 22, 216

8 Savings Detail Project Savings Category Unit Desc Rate per Unit Annual Multiplier Benefit/Savings Description Budget Category/Funding Source Units Total Savings Increased satisfaction of WRC Customers in utilizing 'service in area' automated call notifications Intangible Benefit Decrease in resource cost of no-show service calls with use of automated call reminders Cost Avoidance ANN ,75 1. Increased payment acceptance opportunity for WRC Customers Intangible Benefit Decreased resource cost of full-time employee(s) to process phone payments and general questions Cost Avoidance ANN 7,8 5 39, 1. Increased satisfaction of WRC Customers by increasing payment options and service hours Intangible Benefit WRC IVR Solution Implementation ROI.2 (2).xlsx/Savings Detail Page 2 REV: April 22, 216

9 Savings Detail Benefit/Savings Description Increased satisfaction of WRC Customers in utilizing 'service in area' automated call notifications Decrease in resource cost of no-show service calls with use of automated call reminders Increased payment acceptance opportunity for WRC Customers Decreased resource cost of full-time employee(s) to process phone payments and general questions Increased satisfaction of WRC Customers by increasing payment options and service hours Project Savings Category Intangible Benefit Cost Avoidance Intangible Benefit Cost Avoidance Intangible Benefit Affects Project ROI? Potential Savings Extensions Y1 Y2 Y3 Y4 Y5 Y6 Y1 Y2 Y3 Y4 Y5 Y6 X X X X X 18,75. 18,75. 18,75. 18,75. 18,75. X X X X X 39,. 39,. 39,. 39,. 39,. WRC IVR Solution Implementation ROI.2 (2).xlsx/Savings Detail Page 3 REV: April 22, 216

10 Savings Summary Benefit/Savings Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Tangible Benefit: Tangible Benefits Subtotal: Cost Avoidance: Decrease in resource cost of no-show service calls with use of automated call reminders 18,75 18,75 18,75 18,75 18,75 93,75 Decreased resource cost of full-time employee(s) to process phone payments and general questions 39, 39, 39, 39, 39, 195, Cost Avoidance Subtotal: 57,75 57,75 57,75 57,75 57,75 288,75 Intangible Benefit: Increased satisfaction of WRC Customers in utilizing 'service in area' automated call notifications Increased payment acceptance opportunity for WRC Customers Increased satisfaction of WRC Customers by increasing payment options and service hours Savings Total: 57,75 57,75 57,75 57,75 57,75 288,75 WRC IVR Solution Implementation ROI.2 (2).xlsx/Savings Summary Page 4 REV: April 22, 216

11 Cost Detail Cost Description Project Cost Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Cost Affects Project ROI? Potential Cos Annual Multiplier Y1 Y2 Y3 Y4 Y5 Y6 Y1 Y2 Y3 IT Hours - RFP Development Svcs 138 IT Hours - Implementation Development Svcs 138 IT Hours - Customer Support Development Svcs 128 IT Hours - Planned Maintenance Development Svcs 122 User Hours - New Development Development Svcs User Hours - PTNE/OT Development Svcs Contractor Professional Services Development Svcs PC System - Acquisition Hardware 814 PC System - Maintenance Hardware 2,34 Notebook - Acquisition Hardware 1,223 Notebook - Maintenance Hardware 2,372 Tablet Notebook - Acquisition Hardware 2,12 Tablet Notebook - Maintenance Hardware Laserprinter - Acquisition Hardware 1,432 Laserprinter - Maintenance Hardware 1,14 Image Workstations - Acquisition Hardware Image Workstations - Maintenance Hardware 3,496 PC Maintenance User Owned Hardware 2,34 Printer Maintenance User Owned Hardware 1,72 Package Software - Acquisition Software Package Software - Maintenance Software Business Objects Access Software Term Emulation SFTW-Acquisition Software Term Emulation SFTW-Maintenance Software Server - Acquisition/Upgrade 8, Server - Maintenance 36 Server Sftwre - Acquisition/Upgrade 335 Server Sftwre - Maintenance Server Rack Mount 4 Oracle Enterprise Per Processor - Includes Year 1 Maintenance 21,372 Oracle Enterprise Per Processor - Year 2 and Beyond 3,432 MS SQL Server Standard Per Processor - Includes Year 1 Maintenance 4,725 MS SQL Server Standard Per Processor - Year 2 and Beyond 946 MS SQL Server Enterprise Per Processor - Includes Year 1 Maintenance 19,693 MS SQL Server Enterprise Per Processor - Year 2 and Beyond 3,939 Websphere Basic Per Processor Single/Dual Core - Includes Year 1 Maintenance 3,56 WRC IVR Solution Implementation ROI.2 (2).xlsx/Cost Detail Page 5 REV: April 22, 216

12 Cost Detail Cost Description Project Cost Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Cost Affects Project ROI? Potential Cos Annual Multiplier Y1 Y2 Y3 Y4 Y5 Y6 Y1 Y2 Y3 Websphere Basic Per Processor Single/Dual Core - Year 2 and Beyond 71 Websphere ND Per Processor Single/Dual Core - Includes Year 1 Maintenance 13,18 Websphere ND Per Processor Single/Dual Core - Year 2 and Beyond 2,635 SSL Certificate 845 Internet Access 18 Project Staff Training Training User Training Training TBD ANN TBD ANN TBD ANN WRC IVR Solution Implementation ROI.2 (2).xlsx/Cost Detail Page 6 REV: April 22, 216

13 Cost Detail st Extensions Cost Description Project Cost Category Y4 Y5 Y6 IT Hours - RFP Development Svcs IT Hours - Implementation Development Svcs IT Hours - Customer Support Development Svcs IT Hours - Planned Maintenance Development Svcs User Hours - New Development Development Svcs User Hours - PTNE/OT Development Svcs Contractor Professional Services Development Svcs PC System - Acquisition Hardware PC System - Maintenance Hardware Notebook - Acquisition Hardware Notebook - Maintenance Hardware Tablet Notebook - Acquisition Hardware Tablet Notebook - Maintenance Hardware Laserprinter - Acquisition Hardware Laserprinter - Maintenance Hardware Image Workstations - Acquisition Hardware Image Workstations - Maintenance Hardware PC Maintenance User Owned Hardware Printer Maintenance User Owned Hardware Package Software - Acquisition Software Package Software - Maintenance Software Business Objects Access Software Term Emulation SFTW-Acquisition Software Term Emulation SFTW-Maintenance Software Server - Acquisition/Upgrade Server - Maintenance Server Sftwre - Acquisition/Upgrade Server Sftwre - Maintenance Server Rack Mount Oracle Enterprise Per Processor - Includes Year 1 Maintenance Oracle Enterprise Per Processor - Year 2 and Beyond MS SQL Server Standard Per Processor - Includes Year 1 Maintenance MS SQL Server Standard Per Processor - Year 2 and Beyond MS SQL Server Enterprise Per Processor - Includes Year 1 Maintenance MS SQL Server Enterprise Per Processor - Year 2 and Beyond Websphere Basic Per Processor Single/Dual Core - Includes Year 1 Maintenance WRC IVR Solution Implementation ROI.2 (2).xlsx/Cost Detail Page 7 REV: April 22, 216

14 Cost Detail Cost Description Project Cost Category st Extensions Y4 Y5 Y6 Websphere Basic Per Processor Single/Dual Core - Year 2 and Beyond Websphere ND Per Processor Single/Dual Core - Includes Year 1 Maintenance Websphere ND Per Processor Single/Dual Core - Year 2 and Beyond SSL Certificate Internet Access Project Staff Training User Training TBD TBD TBD Training Training WRC IVR Solution Implementation ROI.2 (2).xlsx/Cost Detail Page 8 REV: April 22, 216

15 Cost Summary Cost Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Development Services: IT Hours - RFP IT Hours - Implementation IT Hours - Customer Support IT Hours - Planned Maintenance User Hours - New Development User Hours - PTNE/OT Contractor Professional Services Development Services Subtotal: Hardware: Hardware Subtotal: Software: Software Subtotal: : Subtotal Training: Training Subtotal: Other: Other Subtotal: Costs Total: WRC IVR Solution Implementation ROI.2 (2).xlsx/Cost Summary Page 9 REV: April 22, 216

16 Assumptions Date Assumption Description 29-Sep-16 Cost of project is dependent on two-vendor solution and level of complexity for final product WRC IVR Solution Implementation ROI.2 (2).xlsx/Assumptions Page 1 REV: April 22, 216