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 3

Scope Definition 4

Cost and Resource Analysis 5

Risk Review and Response 7

Projected Timeline and Milestones 9

Transition from Analysis to Design 9

Implementation 10

Escalation List and Phone Script 11

Training 12

Project Approvals 14

Vendor Due Diligence 14

Closure Document 17

Lessons Learned 21

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.