group dukem
DESCRIPTION
TRANSCRIPT
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Video-conferencing
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James WoldhuisPresentation Co-ordinator
Rory CrickmoreProject Manager
Brendan Jones Cost Analyst/2IC
Sam WalkerRisk Analyst
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Already allows you to fill out forms& find important information.
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Convenient alternative to coming into a Centrelink shopfront.
Improve online Centrelink services through a video help desk.
Scope:
A product to increase the uptake of the National Broadband Network.
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Available from anywhere connected to the NBN with a webcam.Suitable for use by anyone.Backup features in place for deaf users. Alternative to the Centrelink shopfront.
Benefits most aged, disabled and remote people.
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Users can get video support with Centrelink problems.
Reduction in shopfront congestion.
Greater uptake of the NBN.
Project Outcomes
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A website overhaul to include our user interface.
Centrelink service infrastructure upgrade.
Project Outputs
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Customer Counter Staff
Video Staff
Video-conferencing
GovernmentProject Sponsor
Project Owner Application Interface
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Insufficient project funding. Determination of feasible project costs.a
Lack of insight to Centrelink structure.Does not meet Government privacy standards. Discussion with Centrelink management. a
Limited uptake of product. Product advertisement strategies.
Risk Control
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Examining the customer uptake by gauging usage of system.
Percentage of first call resolutions.
Gauging shopfront decongestion after implementation.
Project Success Measures
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Video Service ImplementationStaff TrainingSecurity
Human Computer Interaction AnalysisUser Acceptance Testing
StaffPhone StaffBrowser Compatibility
Site Regression Testing
Work Breakdown Structure
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Initiation/Prototype 5 Weeks Pilot 2 Weeks
Development 2 Weeks
Client Sign-off 1 Week
Total Implementation is 9-10 Weeks
Timeframe
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Personnel CostsPeople Involved Total cost Initiation
HoursPilot Hours
Development Hours
Implement-ation Hours
Cost Per Hour
Project Staff $77 138 666 363 363 600 $35 - $62
Video Staff $105 600 0 0 0 4800 $22
Training new staff
$3 000 0 0 0 135 $22
Personnel Total $185 738 666 363 363 8 400
Cost in 2 month period
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Cost description Total Initiation Pilot Development Implement
Software, hardware and infrastructure
$61 100 $1 600 $2 000 $14 500 $43 000
Leasing Call Centre Building
$40 000 0 0 0 $40 000
Total Other Costs $101 100 $1 600 $2 000 $14 500 $83 000
Other Costs
Overall Cost = $287 000
Cost in 2 month period
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Video-conferencing
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