Statement of Work
Statement of Work
CSR24 24/7 Customer Service
IdNet in Partnership with
Afni Insurance Services
Luane M. Snyder
BSA/375
Fundamentals of Business Systems Development
Tuesday Night Class
Ram Iyer
TABLE OF CONTENTS
Executive Summary
Scope Definition
Cost and Resource Analysis
Risk Review and Response
Projected Timeline and Milestones
Transition from Analysis to Design
Implementation
Escalation List and Phone Script
Training
Project Approvals
Vendor Due Diligence
Closure Document
Lessons Learned
Executive Summary
Problem Identification
Currently, ABC Insurance has no after hour answering service. This creates a problem for our clients who call our offices after normal business hours with questions or to report a claim. Another problem that was identified was with the ABC Insurance website. The web site does not allow current clients the ability to access their policy information.
An investigation was implemented to find a program what would eliminate the problem of after hour calls and provide customers access to their insurance policies. Research was done by calling other insurance agencies to find out how their organizations handled the problem. Calls were also made to our top carriers for their suggestions.