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Project Proposal Information Systems

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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 call center volume, allowing those agencies to pursue their true goals (e.g., processing real eX licenses, or Xes). The amount of data required to service the newly-contracted agencies was imported with minimal difficulty over the last couple of years, with very few budgetary or administrative push-backs or setbacks. However, the amount of data to be maintained and imported is no longer feasible, and is a stress on the current CRM.

Goals
Currently, the departments intend to maintain their current success rate of meeting customer service levels promised to the public, and contracted with related departments and agencies. They also intend to have minimal drop in those levels during the transition to the new CRM. Finally, they intend to exceed the current service levels, and nearly double the managed call center volume, by a certain point after implementation (date not determined yet).

Risks
Risks of keeping the current CRM are based primarily on the ineffectiveness of the current system: * The interfaces for end-users (internally and externally) do not match, and are generally inconsistent in formatting, presentation, and search functionality. * This

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