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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. A program was selected with the help of one of our carriers, who was currently working with a vendor with the program we were looking for. The vendor who was chosen was IdNet.

Project Goal
The project goal for ABC Insurance is to implement the CSR24 product from IdNet to provide ABC Insurance customers with greater accessibility to their insurance information. This product would provide our clients with the following:
• Internet access to policy information including overall recap, current coverage, vehicle and equipment information.
• Ability to print their own vehicle identification cards and certificates.
• 24-hour service through a centralized...