IT Project Management - Case Studies

SITACS
School of Information Technology & Computer Science
IACT451 IT Project Subject Outline

Autumn/Spring Session 2005 - Annual
Head of School –Professor Philip Ogunbona, Student Resource Centre, Tel: (02) 4221 3606
GENERAL INFORMATION
Subject Coordinator/Lecturer: Mr Tim Coltman
Telephone Number: 02 4221 3912
Email: tcoltman@uow.edu.au
Location: Building 3, Room 216
Tim Coltman Consultation Times During Session

Day Time
Tuesday 2:30 – 4:30
Thursday 2:00 – 4.00
Subject Lecturer: Associate Professor Peter Hyland

Telephone Number: 02 4221 3759
Email: phyland@uow.edu.au
Location: Building 3, Room 104
Peter Hyland Consultation Times During Session

Day Time
Tuesday 9:30 - 11:30
Wednesday 10.30 - 12.30
Subject Organisation
Session: Autumn Session, Wollongong Campus
Credit Points 12 credit points
Contact hours per week: 1 hr lecture, 2 hr tutorial
Lecture Times & Location: Tuesday 13:30-14:30, 67.102
Tutorial Day, Time and Location can be found at: http://www.uow.edu.au/student/sols/timetables/index.html
Students should check the subject’s web site regularly as important information, including details of unavoidable
changes in assessment requirements will be posted from time to time. Any information posted to the web site is
deemed to have been notified to all students.
Content
This subject is a group project, conducted under the supervision of an academic staff member(s). Staff members will
propose real-world IT projects ranging from the selection and implementation of IT to the development and
implementation of software systems. Involves: project planning, group coordination, seminars and individual
presentations, research of proposed application domain, preparation of reports and, depending on the project, various
system development methodologies. Students will form teams, each of which will design, implement and document a
solution to one of the proposed projects. Teams will meet weekly with supervisors to discuss progress and problems.
Objectives
On successful completion of this subject, students should be able to:
1. Gather necessary information about the domain of their problem
2. Develop a project plan for a small group working on an IT problem
3. Execute that plan to produce a viable solution to an IT problem
4. Communicate effectively (both orally and in writing) the results of their investigation
5. Communicate effectively with their team members.
This subject outline can be found at http://www.sitacs.uow.edu.au/current/subject_outlines
Attendance Requirements
It is the responsibility of students to attend all lectures/tutorials/labs/seminars/practical work for subjects for which you
are enrolled.
No class and/or tutorial registers will be kept.
Method of Presentation
Lecture Schedule (Subject to Variation)
Week Topic Comments + Readings
1 Introduction No tutorial
2 Recap session 1 Review session 1 assignments
3 Why outsource? Horine (2005); Davenport (2005)
4 Developing a RFP: critical success factors and criteria Jae-Nam Lee et al. (2003) McFarlan &
Nolan (1995); Iacovou & Dexter (2004)
5 Issuing the RFP and evaluating responses Hartman and Ashrafi (2002); Gillard
(2004); Morris (1996)
6 Defining a service level agreement Student Project
7 Training plan Student Project
8 Managing organisational change, resistance and conflict Student Project
9 Achieving results: principles for success Student Project
R E C E S S
10 Handover plan Student Project (Draft RFP and Training
Plan Due)
11 Evaluating project performance Student Project
12 Project presentations Student Presentation (Final Project
Report)
13 The project profession + review No tutorial
Lecture Schedule for period 18 July – 24 October to be announced in Week 1 of Spring Session 2005
It should be noted that according to Course Rule 003{Interpretation Point 2 (t)} each credit point for a single session
subject has the value of about two hours per week including class attendance. Therefore, the amount of time spent on
each 6 credit point subject should be at least 12 hours per week, which includes lectures/tutorials/labs etc
Subject Materials
There is no compulsory textbook for this subject. However, students will find the following texts useful:
Jack T. Marchewka (2003) “Information Technology Project Management” John Wiley & Sons, USA.
Kathy Schwalbe (2004) “Information Technology Project Management” 3rd Edition, Thomson Course Technology,
Canada.
Gopal K. Kapur (2005) “Project Management for Information Technology, Business and Certification” Prentice Hall
New Jersey, Columbus, Ohio.
Project Management Body of Knowledge (PMBOK), http://www.projectsmart.co.uk/pmbok.html
These readings/references are recommended only and are not intended to be an exhaustive list. Students are encouraged
to use the library catalogue and databases to locate additional readings.
Assessment
This subject has the following assessment components.
Assessment Items & Format Percentage of Final Mark Due Date
1. Individual Online Activities 5% Week 4

2. Interim Project Team Report 25% Week 12 – Autumn Session
3. End of Autumn Session Exam 20% Exam Week – Autumn Session
4. Individual Outcomes Report 10% Week 12 – Spring Session
5. Final Project Team Report 25% Week 12 – Spring Session
6. End of Spring Session Exam 15% Exam Week – Spring Session
This Assessment Schedule Covers Both Autumn and Spring Sessions 2005
IACT451 Subject Outline, Autumn/Spring Session 2005 Page 2

All students will be required to submit work for all assessable components of the course. Penalties will apply to all late
work, except in the case of protracted (and certified) illness. One mark will be deducted from work for each week day
it is overdue.
All assessment must be completed. Failure to comply may result in a fail grade being recorded.
• Submitted material will be returned.
• Plagiarism may result in a FAIL grade being recorded for that assessment task.
All written work will be graded with the following criteria in mind:
1. the extent to which the question has been correctly interpreted and answered;
2. Originality;
3. Demonstrated understanding of the main concepts of the course;
4. Clarity and structure of written work and oral presentations;
5. The level of communication skills demonstrated
6. Awareness of the literature;
Tutorial Structure
Tutorials in weeks 2, 3, 4 and 5 will have assigned reading tasks. The remaining tutorials (weeks 6-11) will be devoted
to project work. Each group will have an appointment with the tutor every second week; this time (approximately 20
minutes) will be used for asking questions and to present progress reports. The last 15 minutes of each tutorial will be
allocated as open time for general discussion.
Notes on Assessment
Final Project Team Report & Presentation (25 percent)
Due: in Week 12 Spring Session
Each student project team is to provide a report and deliver a 15-minute presentation on their findings in Week 12 –
Spring session. The board of directors at XYZ Insurance have met and approved your proposal for a new Lifexpress
system. However, the board feels that the company does not possess the specialised skills and capabilities to build the
system in-house and therefore, require assistance from an outside vendor and/or contractor. The board require three
further (well written) deliverables: (1) a detailed request for proposal (RFP), (2) an appropriate training document, and
(3) project closure and evaluation criteria
Draft RFP & Training Document

An RFP (Request for Proposal) is a document commonly written by a company seeking bids from potential
vendors on a project. As with any complex project, an RFP requires clear communication between the client
and web developer in order for the client to receive accurate bids. The RFP serves as a base line of project
requirements on which competing vendors may price their services.
Proposals shall contain, but are not limited to, the following sections:
• Project Scope
o A brief background of your company.
o A brief description of this project
o Budget and time frame
• Target audience
o Demographics
o Comfort level with technology
o Audience base
• Design requirements
• Technical infrastructure requirements
• Functionality/programming requirements
• Production/integration requirements
• Project Management
In preparation for completion of hardware and software installation a training document will be require to support
implementation.

Project Closure and Evaluation Criteria

All work completed in session 1 and 2 should be aggregated into the final plan. Additionally, it is critical that the final
plan communicate how the project will be evaluated against its original business case, project plan, budget, time-scale
and tolerances.
Individual Outcomes Assessment (10 percent)

Each team member will be assigned a role in the project by the tutor. Each role requires the student to work on
different tasks. Although these roles vary, the success of the project will depend upon your ability to co-operate with
team members in order to achieve the common goal. In particular you must ensure that the project sponsor (i.e., your
tutor) is aware of progress on the project.
During the session you may choose to manage this process with regular project reviews (e.g., held each fortnight with
the project sponsor), after each meeting you might decide to prepare and post to WebCT the "Minutes of Meeting" etc.
Students should ensure that this role is shared evenly. The complete set of "Minutes" must be appended to this
report/assessment.
Students will also be required to provide a written individual report that outlines the work undertaken by each group
member and their overall contribution to the outcomes achieved. This process report is designed to support evaluation
of your contribution and your overall ability to understand and apply the concepts learnt during the session.
A ‘Process Report’ template will be provided in week 1 spring session.
End of spring Session Exam (15 percent)
The spring session exam will comprise multiple choice and short answer questions. The multiple-choice questions will
test for knowledge, comprehension, and application of terms, concepts, and facts. In addition to the testing for
knowledge, the short answer questions will be concerned with your ability to analyse and evaluate the risks facing
modern organizations.
Tutorial Readings
Davenport T. (2005) “The Coming Commoditization of Processes” Harvard Business Review (July) 101-108.
Gillard S. (2004) “IT Project Management: a conceptual view” Journal of American Academy of Business
Hartman F. and R. Ashrafi (2002) “Project management in the information systems and information technologies
industries” Project Management Journal, 33(3).
Horine (2005) “Absolute Beginner’s Guide to Project Management” Que Publishing, Chapter 16 p201-211.
Iacovou & Dexter (2004) “Turning Around Runaway Information Technology Projects” California Management
Review, 46(4):68-
Jae-Nam Lee Et al. (2003) “IT Outsourcing Evolution – Past, Present and Future” Communications of the ACM,
46(5):84-89
Acquisition of ICT Guidelines (2004) Department of Commerce
McFarlan & Nolan (1995) “How to Manage an IT Outsourcing Alliance” Sloan Management Review
Morris (1996) “Project Management: Lessons from IT and Non-IT Projects”
Further requirements/details will be advised in tutorials.
Additional Information
Students must refer to the Faculty Handbook or online references which contains a range of policies on educational
issues and student matters.
Supplementary Exams
While the School normally grants supplementary exams when the student does not sit the standard exam for an
acceptable reason, each student is treated as an individual case and there is no guarantee a supplementary exam will be
granted. If a supplementary exam is granted the date will be determined by the University via ARD. You will be
notified via SOLS Mail the time and date of this supplementary exam. You must follow the instructions given in the
email message.

Please note that if this is your last session and you are granted a supplementary exam, be aware that your results
will not be processed in time to meet the graduation deadline.
This outline should be read in conjunction with the following documents:
Code of Practice - Teaching and Assessment Key Dates

http://www.uow.edu.au/handbook/codesofprac/teaching_code http://www.uow.edu.au/student/dates.html
.html
Code of Practice - Students Information Literacies Introduction Program
http://www.uow.edu.au/handbook/codesofprac/cop_students. http://www.library.uow.edu.au/helptraining/workshops/il
html ip/
Acknowledgement Practice Plagiarism will not be tolerated Student Academic Grievance Policy
http://www.uow.edu.au/handbook/courserules/plagiarism.htm http://www.uow.edu.au/handbook/codesofprac/cop_supe
l rvision.html#8
Special Consideration Policy Code of Practice-Honours
http://www.uow.edu.au/handbook/courserules/specialconsider http://www.uow.edu.au/handbook/honourscode.html
ation.html
Non-Discriminatory Language Practice and Presentation Intellectual Property Policy
http://staff.uow.edu.au/eeo/nondiscrimlanguage.html http://www.uow.edu.au/research/researchmanagement/1
998IP.html
Occupational Health and Safety SITACS Internet Access & Student Resource Centre
http://staff.uow.edu.au/ohs/commitment/OHS039- http://www.sitacs.uow.edu.au/info/current/internet_acces
ohspolicy.pdf s_and_resource.shtml
SITACS Computer Usage Rules SITACS Style Guide for Footnotes, Documentation,
http://www.itacs.uow.edu.au/info/current/support/labs/rules.s Essay and Report Writing
html http://www.sitacs.uow.edu.au/info/current/styleguide.pdf
SITACS Student Guide Informatics Faculty Librarian, Ms Annette Meldrum,
http://www.itacs.uow.edu.au/info/current/regulations.shtml phone: 4221 4637,ameldrum@uow.edu.au
SITACS Subject Outlines Code of Practice-Research
http://www.itacs.uow.edu.au/info/current/subject_outlines/ http://www.uow.edu.au/handbook/codesofprac/cop_rese
arch.html

IACT 451 IT Project University of Wollongong
University of Wollongong
IACT451 IT Project
Interim Report (Autumn Session)
Version 1.0
Lasted Update:
Thursday, May 26, 2005
Prepared By:
Nurhazman Abdul Aziz
Loh, Hoh Whay
Md Aidil Osman
The interim report is intended solely for XYZ Insurance’s information. The information
given here is to the best of our knowledge. The contents of this interim report are
confidential and not to be reproduced without expressed written consent.
Confidential Page 1 8/20/2005

Disclaimer
This report is prepared by University of Wollongong’s IACT451 IT Project Team for
XYZ Insurance Pte Ltd, Australia and South East Asia. While every precaution has been
made to ensure that the report represents an accurate state of affairs of XYZ Insurance
Pte Ltd and its business projections; University of Wollongong’s IACT451 IT Project
Team and/or its officers, servants or employees shall not be liable for any claims, loss,
damage, costs or expenses arising out of any third party reliance on the whole or any part
of this report.
Project Manager
LIFEXPRESS 2005
IACT451 IT Project Team

Table of Contents
Disclaimer ........................................................................................................................... 2
Table of Contents................................................................................................................ 3
1. Executive Summary ........................................................................................................ 5
2.1 The Company........................................................................................................ 7
2.2 Products & Services.............................................................................................. 8
2.3 The Business Process.......................................................................................... 10
3. Scope Statement............................................................................................................ 11
3.1 Project Justification............................................................................................. 11
3.2 Project Characteristics and Requirements .......................................................... 11
3.3 Summary of Project Deliveries........................................................................... 12
3.4 Scope Success Criteria........................................................................................ 13
3.5 Scope Limitation................................................................................................. 13
3.6 Alternative solutions ........................................................................................... 15
3.7 Weighted Scoring Model .................................................................................... 16
3.8 Analysis of three solutions.................................................................................. 17
4. Tasks ............................................................................................................................. 20
4.1 Project Tasks Approach ...................................................................................... 20
4.2 Project Approach List ......................................................................................... 20
4.3 Project Schedule.................................................................................................. 29
5. Costing .......................................................................................................................... 33
5.1 Components ........................................................................................................ 33
5.2 Professional fees ................................................................................................. 33
5.3 Cost Projection.................................................................................................... 34
5.4 Overall Costing ................................................................................................... 38
5.5 Net Present Value & Return on Investment Calculations................................... 39
5.6 Terms of Payment ............................................................................................... 45
6. Risk Analysis ................................................................................................................ 46
6.1 Process ................................................................................................................ 46
6.2 Roles & Responsibilities..................................................................................... 48
6.3 Risk Analysis ...................................................................................................... 49
7. Process Maps ................................................................................................................ 55
7.1 The Business Process.......................................................................................... 55
7.2 Solution Overview .............................................................................................. 57
7.3 Automating the Process ...................................................................................... 59
7.4 The Impact .......................................................................................................... 62
7.5 Competitive Advantage ...................................................................................... 63
8. Marketing...................................................................................................................... 64
8.1 Increasing the policy distribution of XYZ Insurance ......................................... 64
8.2 Extension's Response.......................................................................................... 64
8.3 Possible Results .................................................................................................. 65
8.4 Spin-offs.............................................................................................................. 65
8.5 Internal Perspective............................................................................................. 65
8.6 External Perspective............................................................................................ 66
9. IT Acquisition & Modification ..................................................................................... 68

9.1 Host Hardware .................................................................................................... 68

9.2 Client Hardware .................................................................................................. 69
9.3 Software .............................................................................................................. 70
9.4 Network............................................................................................................... 70
9.5 Documentation.................................................................................................... 70
10. Consultancies .............................................................................................................. 71
10.1 BlackBerry® (www.blackberry.com)............................................................... 71
11. Training....................................................................................................................... 73
11.1 Training Plan Overview.................................................................................... 73
11.2 Training Sessions .............................................................................................. 73
11.3 Testing Phase .................................................................................................... 73
11.4 Other Training................................................................................................... 74
12. On-going Services....................................................................................................... 75
13. References................................................................................................................... 77
14. Appendix..................................................................................................................... 78

1. Executive Summary
This report outlines the current situation of XYZ Insurance current situation including the
business process. Due to an update of the strategic plan the Company has identified
several key goals which include: greater product distribution, reduced internal costs,
increased cross selling of products and the exploitation of new web-based technologies.
All these aim towards helping brokers work remotely with customers.
Included will be the three proposed solutions as per instruction by the Company. The
solution selected will be described in detail while the other two solutions are included as
contingencies in the event of unforeseen circumstances. Providing support for the
solution are the project members, consisting of the Client Liaison, Technology Impact
Analysis, and Business Case Architect. Additional support is provided by external
consultants who are experts in their respective fields i.e. Telstra, BlackBerry, and other
various support staff e.g. web developers and designers.
Costs associated with the project have been included to show the feasibility of the project.
Aspects in this section include professional fees, Return On Investment (ROI), Net
Present Value (NPV), discounts, and cost projection (hardware, software, maintenance,
human resource, etc.). New technologies have been identified to be implemented into the
existing Information System (IS). These include Customer Relationship Management
(CRM), Live Support Management (LSM), and Mobility Channel (MobChan). These
three components make up the gist of the new LIFEXPRESS system. The existing legacy
system would still be in place while LIFEXPRESS would be added to enhance the
business process as required by the strategic plan.
The new system is expected to have a significant impact on the Company. Long standing
work practices would be altered and organizational structures changed drastically. These
factors have been taken into consideration during the design and analysis of the new
system. As ZYX would be the pioneer in implementing mobile commerce technologies,
significant competitive advantage would be gained from LIFEXPRESS. The adoption of

mobile commerce is still in infancy stages for the insurance industry. With the backing of
industry leaders in Information and Communication Technology, the Company is poised
to be a market leader in their field.
Overall, this interim report gives a brief picture of a business case that will be taken
between UOW IT Project team and XYZ Insurance on the development and
implementation of LIFEXPRESS, bringing a new reengineered business-centric process
through mobile commerce.

2. Introduction
2.1 The Company
XYZ Insurance Company (herein referred to as XYZ

Insurance Ltd. or “the Company”), was incorporated in
1995 and has approximately 1,000 employees all working to serve more than 2 million
clients throughout Australia. With a head office in Wollongong and branch offices in all
major capital cities XYZ supports clients, whether individuals or business, at every stage
of their lives. Expertise and a broad range of Life and Property/Casualty Insurance
products are trademark qualities of XYZ. Customer solutions are often adapted to
individual needs and delivered through an extensive broker network.
In the Fiscal Year 2004, the Company recorded a sales turnover of more than $10 million.
With sales forecasted to grow steadily for the next couple of years management is keen to
improve the Company’s business operations to measure, plan and control its’ activities
and resources more effectively.
Most recently, XYZ has updated it strategic plan and key goals to include: greater
product distribution, reduced internal costs, increased cross selling of products and
exploitation of new web based technologies to help brokers work remotely with
customers. XYZ also have plans to spread it services into the South East Asian market, to
compete in the international stage.

2.2 Products & Services
With a modest capital of AUD$1.2 million, XYZ has become a leader in Life and
General Insurance with total assets in excess of AUD$13 billion. Today, the Company
has more than 2 million Australian policyholders placing their trust in us.
The Company has always placed the interests of our policyholders foremost. They have
distributed 98% of their surplus to policyholders which is higher compared to the
standard industry practice. They also provide special benefits to our customers under the
concept, "More Than Insurance". Some of these include competitive loans, will writing
services and home services such as plumbing and renovation. They have recognized their
wider responsibilities to the community.
Each year the Company provides generous support to the arts, sports, education, healthy
lifestyle, charity, trade unions and the environment. In recognition of their efforts and
contribution, they have received numerous awards from the community as well as the
Government and the other organizations.
Basically, the Company provides two types of policy holders; Individual and Corporate
(refer to figure 1.1). Under the Individual’s policy, the Company had plans to undertake
four types of categories. These are saving and investment, protection, financial planning
and health. These plans are able to ensure the individual’s loved ones are provided for
financially in the event of misfortune. Besides life insurance, the Company has looked
into the importance of health insurance coverage to address the issue of high medical
expenses. The Company aim to fulfill their client dreams to accumulate a sizeable nest
egg for retirement in addition to providing for their children’s educational needs.
While under the Corporate policy, the Company have four different plans that overlook
the property and cargo, financial, employees and a liability of a business owner. The
Company believe as a business owner or manager one faces both business risks and non-
business risks. Non-business risks are chance events with an adverse economic impact on
the enterprise. For major risks, such as property loss or damage, employee’s liabilities,

key person’s death or disabilities, the organisation may incur huge losses without
insurance protection. The business owner can minimize their business risks by
transferring them to an insurer.
Overview Product Map of XYZ Insurance (Figure 2.1)
XYZ Insurance
Individuals Corporate
Saving & Property & Financial

Investment Cargo
Protection
Health Liability
Financial
Planning Employees
By paying a premium, the enterprise can be compensated for losses. Therefore, the
financial impact will be minimal and clients can continue operating without anxiety, as
the Company offers a various type of business insurance to protect the enterprise.

2.3 The Business Process
In the current business process, the Company reaches their potential clients through
external brokers. These brokers are not direct employees’ but represent the Company on
the field. They play a vital role in the sale process and represent a large percentage of
sales. Below is the current business process between the Company, broker, and client:
The Company
The Brokers
The Client
Current business
process identified in
the Company
(Figure 2.2)
• Brokers access policy papers through Company secure website.

• Signed policy documents sent to Company by post or email.
• Data entry staffs enter client details to Information System.
• Company intends to cross sell other products to maximize time spent commuting
• Discounts offered for purchase of multiple products/policies
• Client approved by team of policy analysts
Ideally, the Company wants to improve on the current setup by having the following:
• Automated vetting of simple cases by expert systems
• Expert systems assist in reducing common human errors
• Complex cases still approved by analysts
• Increase cross selling using lead generation by CRM
Further details of the business process will be illustrated in the Process Map.

3. Scope Statement
3.1 Project Justification

James Benett, CEO of XYZ Insurance requested that this project assist in meeting its
strategic goals. LIFEXPRESS will improve the business process of the Company by
increasing the sales process and distribution to current and potential clients through the
Internet and mobile services. This will also help to reduce internal cost and regain market
share through the integration of current internal Information System (IS). The estimated
budget of the project is about AUD$1 million. Estimated Return of Investment is 130%.
Thus, it is important to focus on the system paying for itself within 5 years efficiently and
effectively.
3.2 Project Characteristics and Requirements

1. LIFEXPRESS will be a sophisticated computer aided system that will enable
the Company brokers nationwide to conduct business with their clients and
prospects in ways that had seemed next to impossible just a few years ago
2. LIFEXPRESS will allow brokers using a laptop computer or similar device to
develop a true financial profile of the customer; to identify and explore XYZ’s
most appropriate products.
3. LIFEXPRESS allows detailed comparison on how the Company stacks up
against competitor’s rate and performance.
4. LIFEXPRESS allows the generation of all the necessary paper work on site to
consummate a sale.
5. LIFEXPRESS should have a channel to communicate efficiently as a means
of contact with the office during the process of documenting policies for the
client.
6. LIFEXPRESS must be available 24/7 with provision set aside for maintenance
for other periodic maintenance as required at one hour per fortnight.

7. LIFEXPRESS must be accessible using the Microsoft Internet Explorer

browser as the system provides specific services made compatible to this
Internet browser.
3.3 Summary of Project Deliveries

Project management related deliverable: business case, charter, scope statement, work
breakdown structure (WBS), schedule, cost baseline, status reports, final project
presentation, final project report, lessons-learned report, and any other documents
required to manage the project.
Product-related deliverable: research reports, design documents, software code,

hardware, etc.
1. Market research report (XYZ Insurance): Survey report on the current

popularity of Internet and mobile technology and to obtain suggestions from
the potential client regarding on-site sales.
2. Survey: Survey current staff and customers to determine desired content and
features for LIFEXPRESS system. IFEXPRESS
3. LIFEXPRESS site design and initial design of LIFEXPRESS site will include
a sitemap to suggest appropriate formats, graphics, etc. The final design will
incorporate comments from users on the initial design.
4. LIFEXPRESS site components: LIFEXPRESS will include 3 components
that are; LIFEXPRESS Customer Relationship Management, LIFEXPRESS
Live Support Management and also LIFEXPRESS Mobility Channel.
5. Security design: An initial security design of LIFEXPRESS and current

mobile network will include user login procedures and firewall configurations,
etc.
6. Test Plan: The test plan will document on how LIFEXPRESS will be tested
and who will do the testing and how bugs will be reported.

7. Project benefit measurement plan: A project benefit plan will measure the
financial value of the system.
8. LIFEXPRESS documentations: Certain components in LIFEXPRESS such as
the mobile device and the Internet Service Providers/mobile service provider’s
documentation to be obtained from them with regards to system integration,
testing, training and user manual.
3.4 Scope Success Criteria

The goal is to complete this project within 12 months from no more AUD$1 million. The
project sponsor James Benett has emphasized the importance of the project to increase
the Company’s profitability. To meet this financial goal, Lifexpress must have strong
user inputs from the broker’s perspective and the Company’s client perspective. The
project must also develop a method for capturing the benefits while the system is being
developed, implemented, and tested and after it is in production. There are some
considerations of extending the period of the project and surpassing its initial cost. This
project is crucial to the organization and it may spell out the Company’s future fortunes.
3.5 Scope Limitation

The scope limitation can be broken down into a number of factors, contributing to delays
to the project development and implementation. Thus, these factors have to be considered
and planned accordingly. Moreover, in the project management, there are the “triple
constraints”; scope/quality, time/schedule and money/budget. Time and the monetory
constraints are beyond the team project’s control. On the other hand, the scope/quality
has to remain within the team’s control, contributing to the factors that delay the project.
The factors are:

• Organisational culture
• Technology

In overcoming these factors, the technology employed needs to be matured and proven in
the industry. Hence, it is not feasible to focus on using the latest and most expensive
technology. While the organizational culture, the project has to take in consideration
previous established workflows. Therefore, user participating is essential during the
marketing and introduction of the project.

3.6 Alternative solutions

If this scope were to fail, an alternative solution will be drawn out using either solution 2
or 3 attached in the appendix. Solution 2 is a medium-end solution using the similar
concept of business process with a similar scope and objectives. In contrast, solution 2
only focuses on the internal process of the sales force automation. The business process
and the sales force automation will be explained in the later section, Process Map. In
solution 2, it mainly focuses on modify the existing hardware owned by the brokers to
save costs. In comparison to solution 1, solution 2 does not have access to the full
features such as the Moblity Channel, which is able to provide real time connection to the
Company.
Solution 3 mainly focus on improving the business process internally. There is no

aggressive sales force automation applied in this solution. For more information on the
three solutions’ brochures, please refer to the appendix. For the analysis of the three
solutions, please refer to the next section.

3.7 Weighted Scoring Model

In comparison of the three solutions, the weighted scoring model is analyzed below
according to several criteria that will impact the project’s scope. Solution 1 is proven to
have a heavy weighted score.
Weighted Scoring Model Table (Table 3.1)

Solution Weighted Solution Weighted Solution Weighted
Criteria Weight 1 Score 2 Score 3 Score
Supports key business
objectives 25% 90 22.5 80 20 50 12.5
Has strong internal
sponsor 15% 90 13.5 70 10.5 50 7.5
Has strong customer
support 15% 90 13.5 70 10.5 50 7.5
Realistic level of
technology 10% 70 7 60 6 50 5
Can be implemented in
one year or less 5% 20 1 35 1.75 90 4.5
Provides positive NPV 20% 70 14 55 11 50 10
Has low risk in meeting
scope, time, and cost
goals 10% 50 5 70 7 90 9
Total Weighted
Project Scores 100% 76.5 66.75 56
Weighted Scoring Model
Solution 3 56
Solutions
Solution 2 66.75
Weighted Scores
Solution 1 76.5
0 20 40 60 80
Weighted Score
Weight Scoring Model Chart (Figure 3.2)

3.8 Analysis of three solutions
Solution
Solution 1: Solution 2: Solution 3:
Title
• Offering an all-round system

• Offering the complete
with additional features that
system for XYZ Insurance • Offering the most basic and
Solution promises better sales mobility
sales & support operations. cost effective systems for
Strategy and efficiency for field brokers.
• Inherits the features of today’s competitive market.
• Inherits the features of Solution
Solution 3.
3.
• Revenue Growth Increase 7%

• Revenue Growth Increase
• Revenue Growth Increase 9% • Reduced operational costs by
10%
Potential • Reduced operational costs by as as much as 15%
• Reduced operational costs
Financial much as 25% • Reduced IT costs by 20-35%
by as much as 30%
Benefits • Reduced IT costs by 20-35% • Maximizing revenues with
• Reduced IT costs by 20-
Live Support.
35%
• Maximizing revenues with

Live Support.
• Increase employee productivity • Increase employee productivity

• Increase employee
10% 8%
productivity 13%
• Increased policyholder • Increased policyholder
• Increased policyholder
satisfaction rates from 76% to satisfaction rates from 76% to
satisfaction rates from 76%
93% 83%
to 96%
Other • Reduced average call handling • Reduced average call handling
• Reduced average call
Benefits of time by 11% time by 11%
handling time by 11%
Each • Increase sales conversion by • Increase sales conversion by
• Increase sales conversion by
solution brokers 22% brokers 22%
brokers 22%
• Enabled 70% reuse of • Enabled 70% reuse of
• Enabled 70% reuse of
components components
components
• Easy integration with current • Easy integration with current
• Easy integration with
information system information system
current information system
• Reduced training time by 20- • Reduced training time by 20-
• Reduced training time by
30% 30%
20-30%
Assessment • Inherits the features of • Inherits the features of Solution
of the Solution 3 (CRM, CSM) 3 (CRM, CSM)

value of • MobChan allows brokers to • Field Service mobile client • CRM helps you to understand,
each access and update customer enables technicians with access anticipate and respond to your
solution relationship databases to the full desktop computing customers' needs in a consistent
through handheld mobile solution on a laptop or notebook way, right across your
device such as TabletPC on computer. organization.
the run. • AutoUpdate automatically • CSM increases your sales,
updates policy brochures stored providing technical assistance
in computing devices. and increasing your customer
• Multi region support designed satisfaction by delivering Live
for global deployments. help Customer Service.
Analysis of 3 solutions (Figure 3.3)

4. Tasks
4.1 Project Tasks Approach

The approach to be undertaken in this project is outlined below. It covers various phases of the project process. To give a clear
understanding of the phases, we have included the objectives and deliverables of each of the phases as described in the scope
statement beforehand.
4.2 Project Approach List

Tasks Objectives Deliverables
Phase 1
A. Initial fact finding
Define & document Company’s workflow To provide the project team with a thorough Documented report and flowcharts of the
understanding of the processes and workflow business processes and workflow in the
in the Company Company.
Define & document current IT To provide both management as well as the Documented report and flowcharts of the
infrastructure project team with an understanding of the current IT infrastructure in the
current IT infrastructure in the Company Company.


Define & document user’s requirement for To map out the complete business requirement Documented report of the User
each functional areas, especially the of the Company in relation to the automation Requirement Specification
components in the existing Information project
System:
To provide a basis and term of reference in
• Accounting & Finance ensuring a comprehensive utilization of the
• Operations & Admin adopted systems
• Sales & Customer Relationship
• Legal
Identify & document of development and To identify and pre-empt possible factors that Documented reports on the development
implementation issues & resolutions may inhibit the achievement of the project and implementation issues & resolution
goals and schedule (e.g. staff technical and
brokers’ competency level, peak periods,
etc….)
Analysis and brainstorm a suitable To identify a suitable solutions for the Document the solutions draw to suit the
solutions for the Company Company to adopt. project.

B. Project Preparation & Planning
Initial project scheduling To ensure proper scheduling and allocation of Documented project development and
resources to meet the project objectives implementation plan & schedule
To establish and brief project members the

project development and implementation
process and the roles of each participants
Initial project budget To ensure that the budget for the allocation of Document every single cost spend
resources, man powers, etc. during the development and
implementation
To draw out the costing for every aspects of
the project.
Ordering related software and hardware To be used in the LIFEXPRESS system Quotes to be made, document and sent
required to built the LIFEXPRESS system out.
(server, operating system, etc)
Ordering of handheld device (BlackBerry) To be used in the LIFEXPRESS MobChan Quotes to be made, document and sent


from Research In Motion Limited Solution. out.
Phase 2
A. The Development
Building the LIFEXPRESS Customer Development of the LIFEXPRESS Customer Documented project development and
Relationship Management (CRM) Relationship Management (CRM) implementation
Building the LIFEXPRESS Live Support Development of the LIFEXPRESS Live Documented project development and
Management (LSM) Support Management (LSM) implementation
Building the LIFEXPRESS Mobility Development of the LIFEXPRESS Mobility Documented project development and
Channel (MobChan) Channel (MobChan) implementation
Integration and Beta testing in-house on Best testing to ensure the whole LIFEXPRESS Documented project development and
LIFEXPRESS System System implementation
Phase 3
A. Project Management & Implementation


Review & recommend new business To ensure that the LIFEXPRESS System set- Reviewed and updated LIFEXPRESS
process (LIFEXPRESS System) up is properly structured to optimize the System
system utilization
System integration testing (Client side) To ensure that the systems are installed and Smooth running systems installed in
run smoothly in the Company’s premises and Company’s premise
that all components (both software &
hardware) are properly interfaced
User Acceptance Testing (UAT) 1 on the To determine the level of system acceptability Documented UAT Test Scripts &
following software in meeting business and user specification as Results for the following software:
• LIFEXPRESS Customer identified earlier • LIFEXPRESS Customer
Relationship Management (CRM) Relationship Management (CRM)
• LIFEXPRESS Live Support To highlight any deviation and/or • LIFEXPRESS Live Support
Management (LSM) discrepancies discovered during the test. Management (LSM)
• LIFEXPRESS Mobility Channel • LIFEXPRESS Mobility Channel
(MobChan) (MobChan)


Recommendation for retrofitting 1 on the To recommend system modification & Documented recommendation for system
following software retrofitting to meet business and user modification & retrofitting
• LIFEXPRESS Customer requirement as identified earlier
Relationship Management (CRM) Meetings & liaison with software
• LIFEXPRESS Live Support development team
Management (LSM)
Meetings & liaison with hardware
• LIFEXPRESS Mobility Channel
development team (if necessary)
(MobChan)
User Acceptance Testing (UAT) 2 on the To determine the level of acceptability of the Documented UAT Test Scripts &
following software modifications made to the system (as specified Results for the following software:
• LIFEXPRESS Customer in Recommendation for retrofitting 1) in • LIFEXPRESS Customer
Relationship Management (CRM) meeting business and user specification Relationship Management (CRM)
• LIFEXPRESS Live Support • LIFEXPRESS Live Support
To highlight any deviation and/or
Management (LSM) Management (LSM)
discrepancies discovered during the test.
• LIFEXPRESS Mobility Channel • LIFEXPRESS Mobility Channel
(MobChan) (MobChan)


Recommendation for retrofitting 2 on the To recommend system modification & Documented recommendation for system
following software retrofitting to meet business and user modification & retrofitting
• LIFEXPRESS Customer requirement as identified earlier
Relationship Management (CRM) Meetings & liaison with software
• LIFEXPRESS Live Support development team
Management (LSM)
Meetings & liaison with hardware
development team (if necessary)
(MobChan)
User Acceptance Testing (UAT) 3 – All To determine the level of acceptability of the Documented UAT Test Scripts &
systems modifications made to the system (as specified Results for the following software:
in Recommendation for retrofitting 1& 2) in • LIFEXPRESS Customer
meeting business and user specification Relationship Management (CRM)
• LIFEXPRESS Live Support
To highlight any deviation and/or
Management (LSM)
discrepancies discovered during the test.
(MobChan)


Identification of workaround solutions To identify areas that cannot be automated Documented report on workaround
(due to complexity and/or cost reasons) solutions
To map out the workaround solutions for these

areas either through semi-automation and/or
manual procedures
Define & document data migration plan To present the options for data uploading, Documented Data Migration Plan
(if necessary) migration and/or conversion plan and
recommend the best course of action
Data migration, uploading & conversation To supervise the data uploading and migration Assistance in data uploading &
(if necessary) effort migration
Parallel run To provide assistance and advice during the Assistance during parallel run
parallel run
System training for key personnel To train key personnel on the features and use Documented training plan
of the systems
Training for key personnel

Procedure streamlining & formalization To streamline and formalize procedures after Documented Standard Operating
the adoption of the systems Procedures
Procedure training for key staff (brokers, To train key personnel on the streamlined Documented training plan
policy analyst and technical support) procedures Training for key staffs
Project Approach List Table (Figure 4.1)

4.3 Project Schedule

This is the project schedule layout.
Project Schedule (Table 4.2)
Estimated Elapse Time
Tasks
Man-Day (Week)
Project Kick-Off Week 1
• Prepare Project Plan 0.5
Define & map business processes & workflows
• Interview key appointment holder 0.5
• Review existing processes & workflow 0.5
• Map business process & workflow 0.5
Review existing IT infrastructure
• Check, test & confirm IT infrastructure adequacy 1
• Recommend IT infrastructure 0.5
Define User Requirement Week 2
• Interview key appointment holders 1
• Document user & system requirement 1
Identify Implementation Issues & Resolutions
• Interview key appointment holders 1
• Document Implementation Issues & Resolutions 1
System Design & Modification Week 3 & 4
LIFEXPRESS Customer Relationship Management


Tasks
Man-Day (Week)
(CRM)
• Establish data flow diagram 1
• Design screen flow & user interface format 1
• Design data access & system security features 1
• Establish report requirements 0.5
LIFEXPRESS Live Support Management (LSM)

LIFEXPRESS Mobility Channel (Mob Chan)

LIFEXPRESS System
• Establish integrated data flow diagram 1
Programming Work Week 5 & 6 & 7
User Acceptance Test Week 8 & 9
LIFEXPRESS Customer Relationship Management


Tasks
Man-Day (Week)
(CRM)
• Prepare Test plan for CRM 1
• Set-up test environment for CRM 0.5
• Review Test Result for CRM 0.5
• Document Test Result for CRM 0.5
LIFEXPRESS Live Support Management (LSM)

• Prepare Test plan for LMS 1
• Set-up test environment for LMS 0.5
• Review Test Result for LMS 0.5
• Document Test Result for LMS 0.5
LIFEXPRESS Mobility Channel (Mob Chan)

• Prepare Test plan for Mob Chan 1
• Set-up test environment for Mob Chan 0.5
• Review Test Result for Mob Chan 0.5
• Document Test Result for Mob Chan 0.5
System Integration Testing (LIFEXPRESS SYSTEM)
• Integration & interface testing 1.0

• Review interface test results 1
• Documentation for Integration testing 0.5
• Identify modification requirement 1


Tasks
Man-Day (Week)
• Recommend workaround solutions 1
Implementation Week 10
• Project Monitoring and control 2
• Streamline & formalize procedure 3
• Conduct training for key personnel 3
Data Migration (If necessary) Week 11
• Identify migration options & strategies 1
• Identify scope of data conversion 1
• Co-ordinate end balance check 2
Parallel Run Assistance Week 12
• Assist in parallel run 2
• Compare results from old and new system 2
• Identify & rectify errors & bugs 1
Post Implementation Supervision Week 13
• Ensure stability, effectiveness & performance 1
• Ensure system meets specified objectives 1
Sub-Total: 44 13 weeks

5. Costing
5.1 Components
Costings are made out of two components; the professional fees and cost projection. The
former deals with consultancy charges and expenses incurred. The latter consists of all
the necessary components to build and implement the new system. The project is
streamlined this way due to the professional levels that are required.
5.2 Professional fees

The fees for the Consultancy are AUD$41,800.00. This fee does not include
miscellaneous expenses, the cost of hardware, software, and the cost of programming and
system modification. The consultancy fee charged per man day is AUD$950.00.
The terms of payment are as follows:

Percent Amount
Upon commencement of project 30% $ 12,540.00
Upon completion of user requirement & implementation 20% $ 8,360.00
plan
Upon completion of implementation (on completion of 50% $20,900.00
parallel run)
Total $41,800.00

5.3 Cost Projection

The cost for projection consists of a number of components. They are:
• Organizational readiness cost
• Access for Agency Staff and Other Users
• End User Support (Vendors)
• Content Development and Maintenance
• Host of Site-Infrastructure
Projected Costs (Table 5.1)

Access for Agency
Organisational Staff and Other
Readiness, Users, 11,700.00,
15,000.00, 5% 4%
End-user Support,
Host of Site 11,400.00, 4%
Infrastructure,
143,000.00, 47%
System
Development &
Maintenance,
122,000.00, 40%
This graph explains the projected cost for different components in the cost projection at a
single glance.
Cost Projection Table (Table 5.2)

Subsequent
Total project Annual
cost (eg. Maintenance)
Organisational Readiness
Training for technology awareness 1 5,000.00 0.00
Planning for Internet/Mobile presence 2 10,000.00 0.00

Subsequent
Access for Agency Staff and Other Users
Hardware for End-user 3 0.00 0.00
Software for End-user 4 0.00 0.00
Network and Internet Access for End-
user 5 0.00 0.00
Other Vendor Services 6 10,000.00 0.00
Human Resource
Start-up process for Equipment
Procurement 7 500.00 0.00
Establish and Manage ISP Contracts 8 1,200.00 0.00
End-user Support
Vendor Services 9 1,900.00 1,000.00
Human Resources
Establish and Manage Vendor
Contracts (if line 9 >0) 10 0.00 500.00
Development and Delivery of User
Training 11 3,800.00 0.00
User Time in Training 12 3,800.00 0.00
Help Desk for Users 13 1,900.00 0.00
Content Development and Maintenance
Hardware for Content Developers 14 0.00 0.00
Software for Content Developers 15 1,500.00 100.00

Network and Internet Access for
Content Developers 16 0.00 0.00

Subsequent
Other Vendor Services 17 0.00 0.00
Human Resources
Start-up Process for Equipment
Procurement 18
Contracts (if line 17 > 0) 19 0.00 0.00
Development and Delivery of Staff
Training 20
Staff Time in Training 21
Webmaster 22 12,000.00 1,200.00
Editorial Review 23 9,000.00 900.00
Content Creation and Coordination 24 18,000.00 1,800.00
Web Site Design and Development 25 6,000.00 600.00

Staff Support for Service 26 32,000.00 3,200.00
Programming Support
(Web-services enhancements) 27 27,000.00 2,700.00
DB Admin./ Design
(mid-ware, ESRI, Zip code etc.) 28 15,000.00 1,500.00

Other Management Support 29 0.00 0.00
Other Clerical Support 30 1,500.00 150.00
Host of Site-Infrastructure
Hardware (BlackBerry, 3 Servers) 31 100,000.00 5,000.00

Software 32 20,000.00 2,000.00
Network and Internet Access 33 0.00 0.00

Subsequent
Other Vendor Services 34 0.00 0.00
Human Resources
Front-end Research and Technical
Evaluation 35 6,000.00 0.00
Procurement 36 6,000.00 0.00
Contracts (if line 34 > 0) 37 0.00 0.00
Development and Delivery of Staff
Training 38 5,000.00 0.00
Staff Time in Training 39 0.00
Network and Systems Administration 40 0.00 0.00

Web Server Management 41 3,000.00 300.00
Operations Support 42 3,000.00 0.00
Clerical Support 43 0.00 0.00
INFRASTRUCTURE AND OTHER
SUBTOTAL $ 148,400.00 8,100.00
HUMAN RESOURCES
SUBTOTAL $ 154,700.00 12,850.00
TOTAL COSTS $ 303,100.00 20,950.00

5.4 Overall Costing

The overall costing of the system has been finalized at AUD$324,990.00. The Company
is expected to pay UOW upfront of 30% through Internet Banking.
Total Amount Subsequent Amount

Professional fees 41,800.00 0.00
Cost Projection 319,300.00 20,950.00
Discount 10% 10%
Total 324,990.00 18,85.005

5.5 Net Present Value & Return on Investment Calculations

FINANCIAL ANALYSIS FOR PROJECT LIFEXPRESS
Discount rate 10%
Model
Year 0 1 2 3 4 5 Total
Costs :
Training for technology
awareness $5,000.00 $0.00 $0.00 $0.00 $0.00 $0.00
Planning for Internet/Mobile
presence $10,000.00 $0.00 $0.00 $0.00 $0.00 $0.00
Hardware for End-user $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Software for End-user $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Network and Internet Acces for
End-user $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Other Vendor Services $10,000.00 $0.00 $0.00 $0.00 $0.00 $0.00
Start-up process for Equipment
Procurement $500.00 $0.00 $0.00 $0.00 $0.00 $0.00
Establish and Manage ISP $1,200.00 $0.00 $0.00 $0.00 $0.00 $0.00

Contracts
Vendor Services $1,900.00 $1,000.00 $1,000.00 $1,000.00 $1,000.00 $1,000.00
Contracts (if line 9 >0) $0.00 $500.00 $500.00 $500.00 $500.00 $500.00
Development and Delivery of
User Training $3,800.00 $0.00 $0.00 $0.00 $0.00 $0.00
User Time in Training $20,000.00 $3,800.00 $3,800.00 $3,800.00 $3,800.00 $3,800.00
Help Desk for Users $1,900.00 $0.00 $0.00 $0.00 $0.00 $0.00
Hardware for System Developers $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Software for System Developers $1,500.00 $100.00 $100.00 $100.00 $100.00 $100.00
Network and Internet Access for
Content Developers $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Other Vendor Services $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Procurement $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Contracts (if line 17 > 0) $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Staff Training $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Staff Time in Training $0.00 $0.00 $0.00 $0.00 $0.00 $0.00

Webmaster $12,000.00 $1,200.00 $1,200.00 $1,200.00 $1,200.00 $1,200.00

Editorial Review $9,000.00 $900.00 $900.00 $900.00 $900.00 $900.00
System Creation and
Coordination $18,000.00 $1,800.00 $1,800.00 $1,800.00 $1,800.00 $1,800.00
System Design and Development $6,000.00 $600.00 $600.00 $600.00 $600.00 $600.00
Staff Support for Service $32,000.00 $3,200.00 $3,200.00 $3,200.00 $3,200.00 $3,200.00
Programming Support (Web-
services enhancements) $27,000.00 $2,700.00 $2,700.00 $2,700.00 $2,700.00 $2,700.00
DB Admin./ Design (mid-ware,
ESRI, Zip code etc.) $15,000.00 $1,500.00 $1,500.00 $1,500.00 $1,500.00 $1,500.00
Other Management Support $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Other Clerical Support $1,500.00 $150.00 $150.00 $150.00 $150.00 $150.00
Hardware (BlackBerry, 3
Servers) $100,000.00 $5,000.00 $5,000.00 $5,000.00 $5,000.00 $5,000.00
Software $20,000.00 $2,000.00 $2,000.00 $2,000.00 $2,000.00 $2,000.00
Network and Internet Access $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Other Vendor Services $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Front-end Research and
Technical Evaluation $6,000.00 $0.00 $0.00 $0.00 $0.00 $0.00
Start-up Process for Equipment $6,000.00 $0.00 $0.00 $0.00 $0.00 $0.00

Procurement

Contracts (if line 34 > 0) $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Staff Training $5,000.00 $0.00 $0.00 $0.00 $0.00 $0.00
Staff Time in Training $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Network and Systems
Administration $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Web Server Management $3,000.00 $300.00 $300.00 $300.00 $300.00 $300.00
Operations Support $3,000.00 $0.00 $0.00 $0.00 $0.00 $0.00
Clerical Support $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Total Cost $319,300.00 $24,750.00 $24,750.00 $24,750.00 $24,750.00 $24,750.00
Discount Factor 1 0.909090909 0.826446281 0.751314801 0.683013455 0.620921323
Discounted Costs $319,300.00 $22,500.00 $20,454.55 $18,595.04 $16,904.58 $15,367.80 $413,121.97
Benefits $0.00 $250,000.00 $250,000.00 $250,000.00 $250,000.00 $250,000.00

Discount Factor 1 0.909090909 0.826446281 0.751314801 0.683013455 0.620921323
Discounted Benefits $0.00 $227,272.73 $206,611.57 $187,828.70 $170,753.36 $155,230.33 $947,696.69

Discounted Benefits - Costs ($319,300.00) $204,772.73 $186,157.02 $169,233.66 $153,848.78 $139,862.53 $534,574.72
Cumulative Benefits - Costs ($319,300.00) -$114,527.27 $71,629.75 $240,863.41 $394,712.19 $534,574.72
ROI 129.40%
Net Present Value & Return on Investment Calculations Table (Table 5.3)
The ROI is estimated at 129.40%, which is a reasonable figure for the project. Some project proposals are not accepted if the ROI is
not close to 130% (Philanthropy Monthly, March, 1993). The total cost will be AUD$319,300.00 after calculated the NPV. This cost
excludes the professional fees.

Discounted Costs vs Cumulative Benefits
$1,400,000.00
$1,200,000.00 $1,173,174.72
$1,033,312.19
$1,000,000.00
$879,463.41
Cost(s)
$800,000.00 $710,229.75 Cumulative

$319,300.00
$600,000.00 Benefits
$524,072.73
$400,000.00 Discounted
$319,300.00
Costs
$200,000.00 $22,500.00
$20,454.55
$18,595.04
$16,904.58
$0.00 $15,367.80
0 1 2 3 4 5
Year(s)
Discounted Cost vs. Cumulative (Figure 5.4)

The above diagram presents the positive analysis in the cumulative benefits after implementing the system. Cleary, there is a
significant benefit after 5 years.

5.6 Terms of Payment

A payment of 30% must be made at the time of consultancy agreement. All such
payments are due strictly within 14 days of invoice. Failure to pay within this timeframe
will lead to the services being withdrawn until payment is made in full. UOW
Consultancy reserves the right to charge interest on all late payments at a rate of 5%
above the standard National Bank rate. Payment can be made by e-banking, made
payable to UOW Consultancy. Further details will be laid out in the contract agreement

6. Risk Analysis
6.1 Process
The LIFEXPRESS System Project will follow a continuous risk management model. The
model consists of five phases. The phases are Identify, Analyze, Plan, Track and Control.
Each phase has detailed tasks as shown in the following table.
Phase Tasks
1. Identify Identify potential risks
Establish risk categories
2. Analyze Establish probability and

impact definitions
Evaluate impact of risks
Evaluation probability of
risks
Rank risks - calculate the
exposure
3. Plan Select risks to be mitigated

Select mitigation strategies
Evaluate costs/benefits of
mitigation
Create tracking and control
plan
4. Track Track and report status
5. Control Take corrective actions

Adjust control plan as

required
Close risks
Document lessons learned
Risk Management Model Table (Table 6.1)
This process allows the project team to develop the initial risk analysis plan. Additionally,
the risk analysis plan will be reviewed on a periodic basis as described in the Risk
Review Schedule section.

6.2 Roles & Responsibilities

The following table depicts the roles and responsibilities of all participants in the Risk Management process.
Process System IT Manager Users Project Manager Project Team Project
Support Staff (Broker, Policy Sponsor
Analyst,
Stakeholders)
Risk Identify Risks Identify Risks Identify Risks Identify Risks Identify Risks Identify Risks
Management
Develop Develop Mitigating Develop Monitor Risks
Mitigating Strategies Mitigating Status
Strategies Strategies
Develop
Develop Contingency Plans Develop
Contingency Contingency
Plans Monitor Risk Status Plans
Report Risk Status
Roles & Responsibilities (Table 6.2)

6.3 Risk Analysis

Business Priority Risk Analysis Strategy
Solutions
Risk Category
Occurrence
No Risk/Threat Status/Remarks
P b bilit
Exposure
Trigger
Impact
(R k)
Activities
Condition Date Schedule
1 Inadequate S 3 3 9 Tasks do 7/04/05 Revising
planning not work project plan
as
planned
2 Inadequate inputs R/S 3 3 9 Communi On-going Discussing with
cation team members
failed
between
members
3 Poor definition of S 3 2 6 Scope 7/04/05 Holding
scope creeping meetings to
clarify scope


Solutions
Risk Category
Occurrence
P b bilit
Exposure
Trigger
Impact
(R k)
Activities
4 Poor cost R 2 2 4 Additiona On-going Revising cost
estimates l costs estimates
incurred
5 Inadequate R 2 2 4 Poor On-going Consulting top
feedback response management
from
internal
staff
members.
6 Poor time R 3 2 6 Fall Revising
estimate behind schedule
Schedule estimates


Solutions
Risk Category
Occurrence
P b bilit
Exposure
Trigger
Impact
(R k)
Activities
7 Poor outsourced R 2 1 2 No On-going Discussing with
inputs communi outsourced
cation team members
and
feedback
from
outsource
d staff.
8 Poor work R 3 1 3 Staff too On-going Holding team
motivation pressured buildings and
with trips
workload


Solutions
Risk Category
Occurrence
P b bilit
Exposure
Trigger
Impact
(R k)
Activities
9 Inadequate R 3 1 3 Budget On-going Re-negotiating
budget not budget with the
enough to Sponsor
sustain
on-going
project
costs
10 Inadequate R 2 1 2 Poor 15/07/05 Holding
promotional response meeting with
activities from the marketing
brokers department
and staff
members


Solutions
Risk Category
Occurrence
P b bilit
Exposure
Trigger
Impact
(R k)
Activities
11 Resources leaving R 2 1 2 Staff On-going Find
project leaves replacement
project
Risk Analysis (Table 6.3)

Legend:
Risk Category
Descriptions Impact Occurrence Probability Exposure (Rank)
Category Level Value
Resources High 3 Greater than 3 month delay of Very likely greater 70% Impact x Occurrence Probability
schedule =Rank
Med 2 1-3 month delay in implementation Probable:30-70% probability
Low 1 1 week to 1 month delay in Unlikely: Less than 30%
implementation probability
Schedule High 3 Greater than 3 month delay of Very likely greater 70%
schedule
Med 2 1-3 month delay in implementation Proable:30-70% probability
Low 1 1 week to 1 month delay in Unlikely: Less than 30%
implementation probability
Legend (Table 6.4)

7. Process Maps
7.1 The Business Process

Currently, XYZ Insurance reaches their clients through a channel of brokers with a
traditional business process. Brokers will bring pamphlets or policy papers when they
meet the clients. The Company has its own secure website, where they encourage brokers
to download these documents to print or show to the client via laptop or printout.
Moreover, these brokers are not working as permanent staff of the Company. They are
either agents or resellers for the Company. Eventually, the brokers will then post or email
the signed policy documents to the Company. The documents are sent to the Company’s
main office, where data entry staffs enter the details into Information System. If there are
missing data fields, e.g. tax file number (TFN), brokers are contacted submit the un-
entered data.
The Brokers
The Company
The Client
Current business
process identified in
the Company
(Figure 7.1)
In addition, the Company and brokers desire to cross sell their products. Often brokers
commute long distances to meet a client to offer, for example, life insurance. They want
to maximize their time spent commuting. It is not efficient to travel three hours just to
sell one policy, then travel three hours back to the office. While at the client’s location,
they would be able to identify and offer other suitable policies for their client such as
mortgage, fire, etc. The client would benefit as major aspects of insurance needs are

covered by one vendor. An additional benefit for the client would be discounts received
for those who buy a range of products.
The policies received from brokers are reviewed by policy analysts. Most are simple
procedures done by junior policy analysts but the more complex or larger contracts are
reviewed by senior policy analysts. The Company is looking at the possibility to
automate the acceptance of policies by implementing expert systems. This will eliminate
manual repetitive tasks on simple cases. Efficiency will improve as valuable man hours
are not wasted on simple tasks. Larger or more complex cases will still require policy
analysts to approve. The expert systems would assist in reducing common human errors
for these cases.
The brokers are experienced local experts who live in or near the area they are servicing
and most have their own equipment such as portable computers and transport to function.
They are professionals used to commuting to clients. They are regular “road warriors”.
However, there exist a minority does not own their own equipment. Procuring such
equipment would enhance their on field business process capability.

7.2 Solution Overview

The current business process identified will be reengineered with the implementation of
LIFEXPRESS in the solution. Hence, the solution is to implement a sophisticated
computer-aided system that will enable the Company’s brokers nationwide to conduct
business with their customers at an efficient and productive level. In addition, the
solution also has to provide an immediate, reliable and usable result that is available to
the various user groups.
Current Business Process – Flow Diagram (Figure 7.2)
In The Company
Client Brokers Data Information Policy

Entry System Office Analyst
System
Client
Approved
As mentioned beforehand, the current business process can be illustrated as above in the
diagram. In this current business flow, brokers have to go through a long process before
the details of the prospective clients is inserted and updated into the Information System.
They have to pass the details to their data entry staff to update, followed by the policy
analyst to review the proposed policy requested by the client. Once the requirements are
met, the analyst will then approve and notify the client.
This process is lengthy and manual. Moreover for branch offices, this process is not
effective. A new system has to be implemented to improve these issues. Therefore,
LIFEXPRESS will be introduced, bring a new approach to the business process.

With LIFEXPRESS System Implemented (Figure 7.3)
Client Broker LIFEXPRESS Policy

LIFEXPRESS Customer Analyst
Mobility Channel Relationship
(MobChan) Management
Client During Sales

Policy Process LIFEXPRESS
Broker Live Support
LIFEXPRESS Management
Client Mobility Channel
(MobChan)
Existing
Closing the Policy Information
Sales/Deal System Office
Above is the proposed detailed solution for the Company, with the LIFEXPRESS concept
implemented into the flow chart diagram (Fig7.2). The development of the
LIFEXPRESS System project will be implemented in phases. The first, second and the
third phases have been determined and described in this document. The future phases are
tentatively set but can change as the LIFEXPRESS System is developed. A brief solution
of the LIFEXPRESS System can be found in the appendix under the solution pamphlets.

7.3 Automating the Process

In a closer look at the entire sales cycle operated by the broker, all sales activity can be
categorized into three major stages:
• Stage 1 - the opportunity

• Stage 2 - the quote
• Stage 3 - the order
Quote
Follow up
Presentation Quote Review
Develop a
strategy Follow Up
Review
Stage 2
Identify the Stage 1
competition Order
received
Stage 3
Identify decision
makers Fulfillment
Understand the
products Send Approval
Start
The Sales Cycles (Figure 7.4)
While most insurance companies think they are managing stage one, most are really
running to keep up and focus their energy around stage three, or maybe from stage two to
three. The most critical moment in the sales cycle is moving from the opportunity to the
quote. Yet the muscle in the sales force typically is not exercised until we’re trying to
convert quotes to sales. In the illustration above, at stage 1 there are opportunities to
automate and enhance those activities, which involves cost justification, funding approval,

competitor analysis, strategy development, etc. While in stage 2 and 3 are just another
backend process that supports the main cores in stage 1.
On the other hand, LIFEXPRESS CRM is a process or methodology used to learn more
about clients' needs and behaviors in order to develop stronger relationships with them.
This will help bring together lots of pieces of information about customers, sales,
marketing effectiveness, responsiveness and market trends. Moreover, LIFEXPRESS
helps businesses use technology and human resources to gain insight into the behavior of
customers and the value of those customers, in a large picture. Therefore, in
LIFEXPRESS CRM, these are the modules found:
Sales Force Automation
• Contact management
Contact management software stores, tracks and manages contacts, leads of an
enterprise.
• Lead management
Enterprise Lead management software enables an organization to manage, track
and forecast sales leads. Also helps understand and improve conversion rates.
eCRM or Web based CRM
• Self Service CRM

Self service CRM (eCRM) software Enables web based client interaction,
automation of email, call logs, web site analytics, campaign management.
• Survey Management Software
Survey Software automates an enterprise's Electronic Surveys, Polls,
Questionnaires and enables understand customer preferences.

Partner Relationship Management
• Contract Management Software

Contract Management Software enables an enterprise to create, track and manage
partnerships, contracts, agreements.
• Distribution Management Software
Distribution Management Software enables to distribute the product appropriately
and compare in detail against the competitors’ ratings and performance.
LIFEXPRESS LSM will support the customer service, establish and enhance
communication between the broker and the Company. Basically, LIFEXPRESS LSM
consists of Call Center and Help Desk Software that records the sales process. These
would also speed up the process of vetting the documents by the duty policy analyst.
Other the hand, if there are missing data in the related documents, the duty analyst will be
able to contact the broker immediately, informing of the situation. This scene is just like
walking into a virtual sales office.
Bridging the communication technology between the broker and the Company is
LIFEXPRESS MobChan. A handheld gadget by BlackBerry will be introduced in this
business process to ensure full sales force automation. BlackBerry wireless devices can
support industry-leading wireless data and voice networks in North America, or 802.11b
Wireless Local Area Networks (WLANs). In addition, it works on GSM/GPRS Networks
too. These would allow the broker to keep in touch with the Company through
BlackBerry Enterprise Server, installed in the MobChan. Users can get wireless access to
the enterprise applications and systems they rely on daily. In short, the whole front end
business process will be automated from the current business process.

7.4 The Impact

The LIFEXPRESS solution will help to make brokers more effective while they are away
from the office by securely connecting them to a centralized corporate information that
enhance their ability to close a sale. This is demonstrated through one of the components
of LIFEXPRESS system that is LIFEXPRESS MobChan. LIFEXPRESS MobChan is
designed to provide brokers with timely access to information about their clients and
details about the products and services that are available. Brokers can capitalize on the
opportunity immediately by using MobChan to automatically receive lead alerts from the
opportunity management which is installed in the LIFEXPRESS CRM.
In a bigger picture, LIFEXPRESS allows brokers to spend more time in the field working
towards their sales objectives. Sales force can use LIFEXPRESS to capture sales order,
account information on the spot, entering it directly into the CRM system. Therefore,
they spend less time doing administrative work back at the office or at home. In addition,
LIFEXPRESS MobChan also converts downtime into productive time by enabling
mobile users to calibrate with clients and colleagues during normal idle period. This is
demonstrated by using the LIFEXPRESS LSM.
LIFEXPRESS LSM keeps mobile brokers to keep in touch with their colleagues without
having to leave the field. In this case, the colleagues are the policy analyst of the
Company. Furthermore, LIFEXPRESS also provides wireless access to email; phone and
discussion groups so that they can share leads, competitive trends and account updates
that help them close big deals while they are on site.

7.5 Competitive Advantage

Currently in the Australian insurance industry, a similar system to LIFEXPRESS has not
been explored. This is due to the lack of maturity and acceptance for mobile commerce.
Many are still paranoid about issues such as security and privacy. The level of
understanding of the concept is still low. On the other hand, LIFEXPRESS system has
strong backing from industry leaders in Information and Communication Technologies
such as BlackBerry. These experts provide vital technological expertise for end user
development.
XYZ would be a pioneer in mobile commerce. This would result the Company being
positioned in an advantageous situation. Having LIFEXPRESS would create a significant
competitive advantage for the Company, demonstrating a streamline sales force
automation focus from the current business process into centric process. Aiding the
process, they system would integrate real time communication link between the Company
and field brokers through an ideal channel that connects between the system and the end
users. These would reduce the time taken to process onsite sales as the policy is approved
by Company analysts while the brokers are on location. The generation of all necessary
documentation on site would enable brokers to consummate a sale on location. The
business process would enter into a new trend of commerce resulting in an increase in the
volume of sales and productivity.

8. Marketing
Selling and promoting project outcomes will be a crucial step in order to build system
awareness among internal and external stakeholders. The marketing should be
approached from all points of view that include the brokers, policy analyst, stakeholders
and also the client. Beforehand, implementing LIFEXPRESS is being studied and
analyzed through the impact statement.
8.1 Increasing the policy distribution of XYZ Insurance

As mentioned before, XYZ Insurance depends heavily on independent brokers to market
and sell their policies to the clients. As the Company moves deeper into the local and
SEA market, there is need for a scalable system that supports them in the new business
process. Brokers lack the right tools to get fast and reliable information they need to close
a sale on the spot.
Currently, brokers who are on the run have difficulties accessing corporate resources
such as product details and customer financial profiles. This is a major bane for brokers
who deal with business clients that live in secluded areas. The problem here is accessing
Company resources.
On the other hand, customers face other problems. While brokers travel back and forth to
seal the deal, customers have to wait 4-6 weeks for the deal to be completed. In contrast,
some businesses depend on insurance to protect their investments in an event of natural
disasters.
8.2 Extension's Response

In respond to the difficulties faced by internal and external stakeholders, LIFEXPRESS
will provide the necessary support systems for improving staff’s productivity and
customers’ satisfaction. LIFEXPRESS will be designed to help brokers who are on the
move and also speed up the process of closing deals with customers.

Since the Company’s business spans from national to foreign markets such as SEA, there
needs to be a strong coordination and collaboration with independent brokers as well as
XYZ staff. Clients will see a sudden change of policy process procedures, as online
systems and interfaces will replace the conventional methods of pen and paper. However,
this system will benefit the clients tremendously, as the process will be cut short to only a
few days or possibly hours.
8.3 Possible Results

The future prospect of LIFEXPRESS will be highly positive for both clients and brokers.
Client satisfaction rate will definitely improve tremendously as a result of shortened
policy processing time. Brokers will notably work more effectively and efficiently with
the adoption of the system. This translates to less time required to close deals and also
higher sales rates as they require less time to deal with potential and existing customers.
Product information and selection will be automated with the online LIFEXPRESS
system.
8.4 Spin-offs
Competitors will be envious of XYZ Insurance as they acquire more market share from
them. This will result in more demand for CRM and customer support systems in the
insurance sector. Companies will look into building similar systems like LIFEXPRESS in
order to regain their market share. However, XYZ Insurance will lead the pack as they
already have a full fledged system running by then.
8.5 Internal Perspective

Internally, the project will be looking at a marketing system through the corporate
intranets/portals. This is an effective approach to communicate with staff members as
corporate intranets are frequently visited by them.

Internal newsletters and also emails will also be used to promote LIFEXPRESS. Staff
members need to understand what the main benefits are for them and also how it could
make their work easier.
Sales campaigns will be held to build the brokers’ confidence towards the system.
Alternatively, training and introductions of LIFEXPRESS system can also be carried out
in campaigns. This act will not only increase their confidence level but also sales
etiquette of the brokers.
8.6 External Perspective
Internet
Traditional Advertising
Lifexpress
X
Mass Media
Proposed marketing target plan (Figure 8.1)
Externally, customers need to be convinced of the benefits of becoming an XYZ

Insurance customer. They need to know XYZ Insurance can deliver their policies in the
shortest amount of time and that they have the best systems to support and
communication with customers. For potential customers, brokers can distribute
pamphlets and brochures of XYZ Insurance. It should document the main purpose of
LIFEXPRESS and its benefits to customers. For current customers, every marketing
initiative should be delivered to them as well. This is a great opportunity to strenghten

customer confidence and loyalty towards XYZ Insurance. Current customers can also be
notified through e-mail. Through e-mail, customers can be educated about LIFEXPRESS
and also new products from XYZ Insurance.
Another possible way for marketing LIFEXPRESS is through the Company’s website. A
multimedia presentation and also television advertisements will have a significant impact
on the visitors. Sales campaign should be carried out in public places with brochures
being passed around. This greatly increases the awareness of the public. In the bigger
picture, this new business process which integrates LIFEXPRESS will portray a bigger
confidence in customer satisfaction.

9. IT Acquisition & Modification
Blackberry
Compatible
Device
Existing
Information
Servers Lifexpress
CRM
Internet
Blackberry Server
(Lifexpress
Mobchan) Firewall
Lifexpress Blackberry
LSM Device
Database
Server
Lifexpress System
Laptop with Mobility
Connection
System Overview (Figure 9.1)
9.1 Host Hardware
LIFEXPRESS System (Figure 9.2)
These are the hardware devices that are going to be

installed into the Company Information System. Namely,
LIFEXPRESS CRM, LIFEXPRESS LSM and
Lifexpress LIFEXPRESS MobChan. LIFEXPRESS CRM will sit
CRM
on top of the existing Information System and the data
Blackberry Server
(Lifexpress input will be pushed in to the database server, making
Mobchan)
the LIFEXPRESS CRM as one of the application server.
Lifexpress While the LIFEXPRESS MobChan sits behind the

LSM
firewall, its job is to push the data between the system
and the mobile gadgets. At the initial stage, the load on
Lifexpress System

the existing servers would be minimal. However, as brokers slowly adopt the
LIFEXPRESS system, there will be significant load on the information system. Moreover,
brokers in the field require real time access to information in order to process policies.
9.2 Client Hardware

On the client side, these are the hardware devices being
installed and used, namely they are BlackBerry devices,
laptop with mobility connection and other compatible
Blackberry
Compatible devices. These devices are accessed through an ISP
Device
Company, Telstra. As for the client side, the main focus of
this project is to introduce BlackBerry devices such as
model number 7250.
Blackberry
Device

Connection
Client Hardware (Figure 9.3)
BlackBerry 7250 allows you to have email, phone, browser, SMS, and organizer
applications in a single, integrated handheld. Therefore, this device functions similarly
like a laptop. Due to its size and features, it is more suitable and mobile for an on-field
sales operation. Alternatively, the brokers can also use their laptops with mobility
connections or any other BlackBerry devices. In terms of load requirements, the
estimated load will not congest the network.

9.3 Software
For the LIFEXPRESS MobChan, the server will be installed with BlackBerry Enterprise
Server software. BlackBerry Enterprise Server™ software is designed to provide IT
departments with simplified management and centralized control of BlackBerry devices,
as well as BlackBerry Built-In™ and BlackBerry Connect™ devices. Its scalable and
flexible architecture is built to leverage the existing infrastructure and investment.
For LIFEXPRESS CRM and LSM, it will be integrated into the existing information
system and the data will be pushed in to the database server.
9.4 Network
At the initial implementation of the project, the network traffic will be flowing smoothly.
On the other hand, there will be a change in network configuration as the system is being
adopted. This will result in network traffic congestion. In order to solve this problem, the
bandwidth of the network has to be increased and monitored frequently to identify future
bandwidth needs. This applies to the mobile network that is being adopted by the project.
9.5 Documentation
The documentation will be included in three scopes. They are maintenance, user and
training purposes. In the maintenance documentation, records of any faults, modification
and services have to be recorded. This is to be practiced during the development,
implementation and the operation of the LIFEXPRESS system. The maintenance
documentation will also able to aid the project in future upgrades. While the user
documentation will aid the user in their daily operation, especially for the system
administrator and the IT support staff of the Company. The training documentation will
be used for the training the brokers and policy analyst to aid their daily work. These
documentations will be tailored according to the individual groups work perspectives.

10. Consultancies
Blackberry
Compatible
Device
Lifexpress
CRM
Internet
Blackberry
Server
Firewall
Livexpress Blackberry
LSM Telstra Device
Consultancy
Blackberry
Consultancy
Connection
Consultancy Map (10.1)
The above is a consultancy map broken into 3 segments. They are:

• BlackBerry consultancy
• Telstra consultancy
• Project team
10.1 BlackBerry® (www.blackberry.com)

BlackBerry® is a leading wireless connectivity solution, providing access to a wide range
of applications on a variety of wireless devices worldwide. It combines award winning
devices, software and services to keep mobile professionals in touch with the people, data
and resources. Integrating one of the BlackBerry’s application devices into the
LIFEXPRESS (MobChan) System, would enhance the communication in the project.
BlackBerry will be the consulting firm for the mobile solution, sharing their technical
expertise in the push technology era.

10.2 Telstra (www.telstra.com.au)

Telstra is Australia's leading telecommunications and information services Company,
with one of the best known brands in the country. They offer a full range of services and
compete in all telecommunications markets throughout Australia, providing more than
10.3 million Australian fixed line and more than 6.5 million mobile services. Telstra will
be the consulting firm for connection solutions.

11. Training
11.1 Training Plan Overview

The training plan comprises of consultancy, the familiarization and the marketing of
LIFEXPRESS system. The main focus of the training is mainly for system administrators,
policy analysts and the brokers as they are the main end users of the system.
11.2 Training Sessions

Different types of training will be given during this project depending on the phase of the
project and the audience. Following is a detailed discussion of training activities broken
down by project phase:
11.3 Testing Phase

During the implementation phase, two types of training will be given: System
Administrator, End User I (Policy Analyst) and End User 2 (Broker). The training will be
in the perspective of both business and technical application approach.
System Administrator Training

The system administrator training is designed for those who are responsible for the
administration, management, or support of the system. Through classroom training and
hands-on experience, this intensive course focuses on essential administrative
responsibilities of the day-to-day operational and support functions associated with the
system in the Company. They will be also trained in using the MobChan’s devices.
End User I (Policy Analyst) Training

End User I (Policy Analyst) Training covers introductory system’s concepts, terms, and
setup. Users will learn how to navigate through the system application, search for
information, modify personal settings, find additional help, as well as perform other basic
tasks. This training contains an optional knowledge check to gauge understanding of the

topics presented in CRM. In addition, users will also be taught briefly on MobChan in the
event of technical difficulties.
End User 2 (Broker) Training

End User 2 (Broker Training) covers the setup and use of MobChan’s device — Offline
Edition and Wireless Edition. Users will learn how to manage their accounts, contacts,
opportunities, activities, even when traveling away from the office, analyzing information
from the CRM.
11.4 Other Training

Other related training will be based on an ad hoc project if there is likely to change in the
paths of the project development for the project team.

12. On-going Services

While the system is being implemented from start to its final stages, there are some on-
going service charges included. The project team has clearly identified two major areas
which requires on-going services, they are:
• Infrastructure
o Software Services
Software for Content Developers
o Hardware Services
BlackBerry, Servers
• Human Resource
o Vendor Services
End user support
o Professional Services
Webmaster, Editorial Review, Content Creation and Coordination, Web
Site Design and Development, Staff Support for Service, Programming
Support, DB Admin./ Design, Clerical Support, Operations Support
The purpose of having on-going services is to offer a skilled technical team which is
already familiar with the technology that LIFEXPRESS requires. Moreover, it also
ensures ongoing success following the implementation stage. Our technical team has
proven themselves highly competent in previous projects and they will offer seamless
implementation and ongoing support and development.
Other than that, we also provide technical support along with maintenance and system
management expertise.

We will be looking at three key groups of stakeholders which we need to be able to

support:
• Sponsors. The project has to ensure that the project is delivered on time, ensuring
consistency of processes and tasks. The project wants LIFEXPRESS to meet the
project goals and achieve overall success.
• Our Customers. The project wants to make sure that our customers receive the
best assistance for the project. The project wants to ensure that there is an ongoing
success when the system is implemented.
• Our Customers’ Customers. The project wants to ensure that their needs and
expectations are fulfilled by making sure all systems are operational so that XYZ
Insurance can deliver their products and services to them.

13. References
1. Blackberry, [Homepage of Blackberry], [Online]. (2005). Available: http://
www.blackbery.com [Accessed 5/27/2005].
2. PalmOne, [Homepage of PalmOne], [Online]. (2005). Available: http://
www.palmone.com [Accessed 5/27/2005].
3. Nokia, [Homepage of Nokia], [Online]. (2005). Available:
http://www.nokia.com[Accessed 5/27/2005].
4. Telstra, [Homepage of telstra], [Online]. (2005). Available: http://
www.telstra.com.au [Accessed 5/27/2005].
5. CRM Software, [Homepage of Seibel], [Online]. (2005). Available: http://
www.Seibel.com [Accessed 5/27/2005].
6. Oracle PeopleSoft, [Homepage of Oracle PeopleSoft], [Online]. (2005). Available:
http:// www.peoplesoft.com [Accessed 5/27/2005].
7. Oracle, [Homepage of Oracle Corporation], [Online]. (2005). Available: http://
www.oracle.com [Accessed 5/27/2005].
8. 4PM., [Homepage of Project Management Institute], [Online]. (2005). Available:
http:// www.4pm.com [Accessed 5/27/2005].
9. Linda DiBiasio (unknown). The TRIPLE CONSTRAINTS in PROJECT
MANAGEMENT [Online]. Available: http://
www.primavera.com/files/magazine/Triple_Constraints.pdf [Accessed 5/27/2005].
10. Mark E. Mullaly, PMP (September 9, 2002). Defining The Services Of The PMO:
The Customers' View [Online]. Available:
http://www.gantthead.com/article.cfm?ID=144029 [Accessed 5/27/2005].
11. Turban 2004, Electronic Commerce: A Managerial Perspective, Upper Saddle
River, New Jersey
12. Adams, Jonathan, Koushik S. 2003, Patterns for e-business, IBM Press, Canada
13. Satzinger, Jackson, Burd 2002, System Analysis and Design: In a chaning world,
Thomson learning Incorporated, Canada
14. Avison D. Fitzgerald G. 2003, Information Systems Developements, McGraw
Hill Education New York, NY
15. Gido, Clements 2003, Succesfull Project Management, second edtion, Thomson
South Western, USA
16. Cyber Business Network ( Singapore) Pte Ltd, 16th February 2001, Website
Proposal
17. ABE Richfield, 2003, IMPLEMENTATION (COMPUTERISATION)
CONSULTANCY PROJECT PROPOSAL, ABE Richfield, 1st September 2004,
Financial Analyst Proposal Final Report
18. Coltman T. , Hyland P. 2005, IACT451 Lecture Notes, UOW, Australia

14. Appendix

Appendix A – Structure of Project Team
Introduction
To ensure the project’s success, a number of roles and responsibilities have been
identified and will be discussed in this memo. 9 key personnel have been identified to
embark the project at the research level. These include the Common Executive Steering
Personnel (Project Sponsor), Project Manager, Business Analyst, Information Architect,
Software Developer, Software Designer, Technical Specialist and Secretary.
Common Executive Steering Personnel (Project Sponsor)

For such a major development and implementation, the overall project has to be
overviewed by a number of team members. They will be then overlooked by a common
executive steering personnel, otherwise known as project sponsor, who is responsible for
the overall operation of the project, as well the funding for the project that is received and
allocating it appropriately to each section.
Project Manager
Project manager plays the main role and holds the heaviest responsibilities in executing
and managing the project from the onset. In short, the project manager, who has strength
in business and IT, should guide, coordinate and motivate the project team as well as
serve the official interface between the team and the clients. Importantly, he will direct
the project to the right schedule and path and assist the project sponsor of the
organisation. In this case, these will be my main roles.
Business Analyst
Assisting the project manager are his two important personnel. A business analyst is one
of them. He is responsible for defining and guiding the business goal of the project and
setting major budgetary guidelines. Using his strong business analytical mindset and
market background research, he will work on the financial and management benefits for
the projects and organization.

Information Architect
The second personnel to assist the project manager is the information architect, who is
skilled at organizing information and processes. He is responsible to meet his intended
customers’ needs; in this case, the employee is the customer. He will also draw up
supporting documents for the project, such as the project goals, site map and feature list.
He will be in-charge of drawing up the proposal and studies the merger between both
industries, in terms of customer relationship management and the IT delivery concept.
Software Developer
The software developer will form the development team during the development stage,
using the information and planning materials from both information architect and
business analyst. In addition, they also write the code for the web site or the system,
which integrates the designer's concept with the business goals of the project. If the team
is small, a software developer may be responsible for drawing up technical specifications
and maintaining the project's hardware and software.
Software Designer
Software designers are responsible for creating the look and feel of the project. Their
work will be reviewed and vetted beforehand by the business manager and the developer,
for right business patterns and technical feasibility respectively. They have to work hand
in hand with the information architect. Overall, these blend all the technical aspect,
design and information on the site, delivering a knowledge concept project, where both
the top and low management gain from the learning environment organisation.
Technical Specialist (Hardware)

The technical specialist or the network/system administrator will be the key personnel
who will look after the project once the project is completed and ongoing. Using his
specific knowledge about the hardware and software that support the project, he makes
sure that the right technical plans are made and are working at optimal efficiency. This
will lighten the responsibilities, which would otherwise fall on the developer.

Quality Assurance Analyst

Upon completing the project, a quality assurance analyst is usually required to make sure
that the developer's and designer's work meet the business goals and the specifications
documented in the discovery process. The designer and developer will need to adjust the
site when necessary until the QA process is satisfactorily completed. In addition, the
quality assurance specialists will study the outcomes of the project and give feedback to
the whole project team. These studies are usually done from the perspectives of the end
users and observations made when the end users are trying out the project.
Secretary
A well-versed secretary, who has some background knowledge of the industry and
experienced in technical writing, is appointed to make sure that communication is relayed
to every team member and every minute of the meetings. The secretary must also ensure
that the project manager is reminded on the milestones of the project.
Conclusion
Running a successful project requires more than the efforts of personnel mentioned above.
Organisation can have official personnel working either together or with them.
Alternatively, they can outsource the human resource or even get public views. This
creates another perspective of team management in the industry. Most importantly, the
project manager will determine the overall direction of the project, with supervision from
the steering committee.

Appendix B – Analysis of the three solutions
Solution
Solution 1: Solution 2: Solution 3:
Title
• Offering an all-round system

• Offering the complete
with additional features that
system for XYZ Insurance • Offering the most basic and
Solution promises better sales mobility
sales & support operations. cost effective systems for
Strategy and efficiency for field brokers.
• Inherits the features of today’s competitive market.
• Inherits the features of Solution
Solution 3.
3.
• Revenue Growth Increase 7%

• Revenue Growth Increase
• Revenue Growth Increase 9% • Reduced operational costs by
10%
Potential • Reduced operational costs by as as much as 15%
• Reduced operational costs
Financial much as 25% • Reduced IT costs by 20-35%
by as much as 30%
Benefits • Reduced IT costs by 20-35% • Maximizing revenues with
• Reduced IT costs by 20-
Live Support.
35%
• Maximizing revenues with

Live Support.
• Increase employee productivity • Increase employee productivity

• Increase employee
10% 8%
productivity 13%
• Increased policyholder • Increased policyholder
• Increased policyholder
satisfaction rates from 76% to satisfaction rates from 76% to
satisfaction rates from 76%
93% 83%
to 96%
Other • Reduced average call handling • Reduced average call handling
• Reduced average call
Benefits of time by 11% time by 11%
handling time by 11%
Each • Increase sales conversion by • Increase sales conversion by
• Increase sales conversion by
solution brokers 22% brokers 22%
brokers 22%
• Enabled 70% reuse of • Enabled 70% reuse of
• Enabled 70% reuse of
components components
components
• Easy integration with current • Easy integration with current
• Easy integration with
information system information system
current information system
• Reduced training time by 20- • Reduced training time by 20-
• Reduced training time by
30% 30%
20-30%
Assessment • Inherits the features of • Inherits the features of Solution
of the Solution 3 (CRM, CSM) 3 (CRM, CSM)

value of • MobChan allows brokers to • Field Service mobile client • CRM helps you to understand,
each access and update customer enables technicians with access anticipate and respond to your
solution relationship databases to the full desktop computing customers' needs in a consistent
through handheld mobile solution on a laptop or notebook way, right across your
device such as TabletPC on computer. organization.
the run. • AutoUpdate automatically • CSM increases your sales,
updates policy brochures stored providing technical assistance
in computing devices. and increasing your customer
• Multi region support designed satisfaction by delivering Live
for global deployments. help Customer Service.

Appendix C – Gantt Chart

Appendix D – Solution 2

Appendix E – Solution 3

Appendix F – Solution 1

Appendix G – Project Minutes

IACT 451 IT Project 2005 (Annual)
Weekly Minutes
Date: 22 March 2005 (Week 5) Time: 1430 – 1630hrs
Tim Coltman,
Facilitator: Type of Meeting: Regular
Peter Hyland
Ref. No: UOW/2005/IACT451/WM/001
Attendees: Aidil, Hazman, How Whay, Laurent,
Absentees: Sovanna
Topics: Choosing of group members, role allocation for Project XYZ Insurance
Location: SITACS, University of Wollongong
Taken By: Md. Aidil Osman
Job
S/No Minutes’ Details Dateline Remarks
Allocated
1. The meeting started when the All 29th Choosing of
facilitator handed out the Case March group member
Study which outlines the three 2005
specific roles required for the
project. Each group was to be
comprised of three members each
holding a role i.e. Client Liaison
(CL), Business Case Architect
(BCA), and Technology Impact
Analyst (TIA).
Each of us expressed which roles All Role allocation

would best suit us according to
preferences and strengths. The
result of which is listed below:
NAME 1ST CHOICE 2ND CHOICE

Aidil Client Liaison Technology Impact Analyst
Hazman Technology Impact Analyst Business Case Architect
How Whay Business Case Architect Technology Impact Analyst
Laurent Business Case Architect Client Liaison
Sovanna Not present (To Be Confirm Later)
1
Job
Allocated
2. As there were 5 people present the All 29th
forming of a group posed an March
immediate concern. Sovanna was 2005
not present during the meeting due
to undisclosed reasons. Prior to the
meeting How Whay and Laurent
had a mutual understanding to
work together while Aidil and
Hazman preferred to work
together as they had formed a
good working relationship in the
past.
The decision was made to seek the

advice of the facilitator on this
issue as there were several
individuals not present in the
meeting who would be able to join
the group. An email was sent to
the facilitator by Laurent after the
meeting ended regarding this
matter.
2
Weekly Minutes
Date: 30 March 2005 (Week 6) Time: 9.30 – 11.00 am
Facilitator: Md Aidil Osman Type of Meeting: Regular
Attendees: Nurhazman Abdul Aziz, Md Aidil Osman
Absentees: Nil
Topics: Weekly Meeting (updates)
Location: Through MSN Messenger conversation
Taken By: Md Aidil Osman
Job
Allocated
1. Hazman and Aidil decided to start All Distribution of

on the project while waiting for roles
advice from the facilitator
regarding setting up of a group.
The decision has been made that
Aidil takes on the role of Client
Liaison while Hazman is assigned
the role of Technology Impact
Analyst. We are still waiting for a
3rd member to join the group in the
role as Business Case Analyst.
2. Sovanna has confirmed his All 5 April Sovanna

preference for the TIA (1st Choice) 2005. confirmed his
or CL (2nd Choice) role therefore it preference
is most unlikely he will join this
group. It would be ideal if either
How Whay or Laurent complete
the group as they both indicated
their preference for the BSA role.
This matter will be sorted out
during the next meeting on 5 April
2005.
1
3. As this period was during the All Channel of
break, the meeting was held online communication
through MSN Messenger and
phone calls to further clarify
certain points. The two current
members of the group exchanged
their activity three task to better
understand what each can bring to
the project.
These two primary objectives were

decided on:
1. Develop a thorough Project

financial profile of Objective
customer, identify
and explore our
company’s most
appropriate
competitors’ ratings
and performance
2. Generate all the Project

necessary paperwork on-site to Objective
consummate sale
One of the primary concerns of the

project was to create a user
friendly product. As stated by Mr.
Bennet, “Computers have never
been one of our strengths.” This
objective will be kept in mind
throughout the entire project
development and planning to
ensure success.
2
4. Hazman have suggested the
following actions to follow up on
as the project TIA:
1. Interview some of brokers All, CL will Interviewed

(friends who work as/in the consolidate brokers to find
insurance agent/industry all the out in details of
before) on their job aspects information the industry
and daily lives.
• Enquire how the industry

project is like All
• The technology they have

been using. From this All, TIA
point, we will able to get will
notes on their software consolidate
providers and do detailed all the
researches later on. information
• Will get feedback from

the clients.
2. Once complete, we will

search the technology used in the TIA Followed by the
insurance industry technology used
3. Please also learn the

concept of Customers Relationship All Using the
Management (CRM) and also the concept of
software used. We have estimated Customers
our project will go towards this Relationship
process. Management
3
5. Take taken:
Action 1:
It was decided both of us make use All Action 1

of our contacts working in the
insurance industry. We will extract
and gather as much information
from those contacts so as to get an
accurate depiction of the current
practices in the market.
Action 2:
This will be done by the TIA upon TIA Action 2

completion of action 1.
Action 3:
Everyone in the group will have to All Action 3

have a good grasp of CRM before
embarking on the project. The
concept and applications will have
to be understood in order to
successfully apply this process to
XZY Insurance.
The decision was also made for All Documentation

every member to write a short
memo or summary which will
include their weekly tasks and any
useful information found.
Documentation of this is essential.
4
6. A Yahoo Group was set up for the All Creation of
group to facilitate discussion and Yahoo Group
information sharing between group
members as mass emailing parts of
the project often leads to chaos.
Email quota would be exceeded,
there would be unnecessary
duplication of information,
uncertainty if the files in the email
were the latest version, and etc.
CL
Having a common source of files
would address this problem. The
CL would be responsible for
maintaining the files and have a
copy offline in case of
emergencies. Finalized documents
would be converted to Adobe PDF
format while drafts would be
posted up for members to
comment on and edit. The URL
for the
Yahoo Group is:

http://asia.groups.yahoo.com/grou
p/iact451/
5
Weekly Minutes
Date: April 5, 2005 Time: 1530 – 1600hrs
Attendees: Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland
(XYZ Client)
Absentees: Nil
Topics:
Location: University of Wollongong
Taken By: Nurhazman Abdul Aziz
Job
Allocated
1. Recapped on the previous meeting, Hazman Brainstorming
and brief introduce the (TIA) and update the
documentation system which have progress of
been done on the net thru Yahoo project
group. Every team members have
to be familiarised, tutor also being
brief on the updates and progress.
2. Client’s detail brief on company Peter Brief on

operations, daily operation of (Client) company,
brokers, communication between brokers,
brokers and company, thru several communication
means of communication.
3. Client’s desire system to aid their Client & Desire System

operations. The company and Aidil (CL)
brokers want to cross sell other
products, able to compare their
products to competitors, for now
in the Australian market e.g. GIO,
will showcase the XYZ’s policies
in a better position to competitor’s
products, Do not show how
competitors have a better product
than XYZ
1
The client told us to meet next
week to talk to their policy analyst
to discuss key performance
indicators of the company.
They wish to have they have a

balanced approach. They want to
use a technology that is mature,
have been proven to work and a bit
towards the latest technology.
4. The policies received from brokers Peter Selling Process

are reviewed by policy analysts to (Client) & for the policy
determine if the company is going Aidil (CL) system
to insure the customer. Most are
simple procedures done by junior
policy analysts but the more
complex or larger contracts are
reviewed by senior policy analysts.
The company is looking if its
possible to automate the
acceptance of policies by
implementing expert systems.
5. Customers the company currently Peter XYZ’s Pool Of

provide for covers individuals and (Client) Customers
businesses. They have several
large corporations such as
Bluescope. The main market now
is Australia where they are the
largest insurance provider and they
have been in NZ for the past 10
years. They now want to target the
South East Asian market.
6. We have agreed with the clients to All Proposal of 3

draw out 3 ideal system, based ideal system
three different approach and
budget of the project proposed.
Prepared by,
Technology Impact Analyst
2
Weekly Minutes
Date: April 12, 2005 Time: 1530 – 1600 hrs
(XYZ Client)
Absentees: Nil
Topics:
Job
Allocated
1. Discussed about the competitors in Aidil (CL) Examples of
the insurance industry for the & How companies
regions of Australia, New Zealand, Whay studied in the
and South East Asia. (BCA) SEA market
were;
Identify and discuss the business Prudential,
process that the industry has Great Eastern
adopted. and AIA, while
for the
Australian and
New Zealand
region includes;
AAMI, CGU
and Illawarra
Credit Union.
2. A study was conducted on mobile, Hazman
CRM and real time (TIA)
communication solutions
3. Case studies on how the industry ALL
has implemented similar solutions
were brought up and studied.
Taking these into consideration

would help the project team to
learn from previous mistakes.
1
Weekly Minutes
Facilitator: Md Aidil Osman Type of Meeting: Presentation
(XYZ Client)
Absentees: Nil
Topics:
Job
Allocated
1. As requested by the client, the ALL
project team presented an initial
draft proposal. Topics covered
include; business process, front
and back end equipment,
scenarios, hardware costs, and
competitors in South East Asia
2. Client gave comments on the ALL Proposal of 3

project progress and requested solutions
three types of solutions to be
presented at a later date
3. The group allocated the task of ALL Allocation of
creating the three proposals. tasks
Hazman as TIA would propose the

high end solution as he has the
most technical knowledge.
Aidil would propose a mid level

system that would have a balance
between technology and cost
How Whay would propose the low

end proposal.
1
Weekly Minutes
Date: May 3, 2005 Time: 1530 – 1600 hrs
(XYZ Client)
Absentees: Nil
Topics:
Job
Allocated
1. Presented the three solutions to the ALL All solutions
client proposed meet
the main
requirements.
The difference
lie in
configurations
and
specifications
2. Client selected solution 1, high ALL
end, and told us to start working
on it.
3. Break down the task into parts and ALL As scope of

allocated to project members as project has been
per their background refined the team
focused its
efforts into the
implications of
implementing
the system.
1
Appendix H – Memo

Memo
Date: 01 April 1, 2005 Time: 1636
Done By: Nurhazman Abdul Aziz Type of Meeting: Ad-hoc
Ref. No: UOW/2005/IACT451/MM/001
Topics: Standard in the Paper Filling System
S/No Details Dateline Remarks

1. Please take note that I have upload a filling Filling System
reference system. Each minutes, memo, proposal
that to be file must have a filling system
according below. This will allow smooth
documentation through the project phase.
S/No Details System Proposed

1. Weekly Reference UOW/2005/IACT451/WM/001
Minutes Number
Explanation Company/Year/Project Name/Project File/File
Detail
2. Memo Reference UOW/2005/IACT451/MM/001
Number
Detail
3. Proposal Reference UOW/2005/IACT451/PP/001
Paper Number
Detail
1
Memo
Date: April 05, 2005 Time: 1930hrs
Done By: Md Aidil Osman Type of Meeting: Notes
Topics: Daily Operation of Broker

1. How broker communicate with XYZ. They bring
pamphlets or policy papers when they meet the
client. They company have its own secure
website. They encourage brokers to download
these documents and print or show to client via
laptop.
Brokers then post the signed policy documents to

the company. The documents are sent to the
company where data entry staffs enter the
details into the computer system. If there are
missing data e.g. tax file number missing they
call the broker to find the information. The
company also accepts emails form brokers who
send via attachment policy details but from
experience it is not a good system to accept
documents. Brokers are intermediate computer
users.
The company and brokers want to cross sell other

products. If a broker travels to a distant farm to
offer insurance policy they could also offer to
provide the client other products such as
mortgage insurance, etc. or to a large organization
they can offer fire safety policy etc. the company
offers discounts to those who buy a range of
products.
The brokers are local experts who live in or near

the area they are servicing. While most have their
own equipment such as laptops a minority does
not (according to company its 7%). If we can
1
show that losing the 7% of brokers who do not
have mobile computing equipment but the new
system will increase sales by a margin that will
more than cover the percentage of brokers lost
they will do it. This related to return of
investment (ROI).
The policies received from brokers are reviewed

by policy analysts to determine if the company is
going to insure the customer. Most are simple
procedures done by junior policy analysts but the
more complex or larger contracts are reviewed by
senior policy analysts. The company is looking if
its possible to automate the acceptance of
policies by implementing expert systems. This
will reduce manual repetitive tasks on simple
cases. This will also increase efficiency as man
hours are not lost to simple tasks. Larger or more
complex cases will also help the more complex
cases but still need to be verified by policy
analysts.
Customers the company currently provide for

covers individuals and businesses. They have
several large corporations such as Bluescope. The
main market now is Australia where they are the
largest insurance provider and they have been in
NZ for the past 10 years. They now want to target
the South East Asian market. The company wants
the system to be able to compare their products
to competitors, for now in the Australian market
e.g. GIO. The system will showcase the XYZ’s
policies in a better position to competitor’s
products. Do not show how competitors have a
better product than XYZ. The client told us to
meet next week to talk to their policy analyst to
discuss key performance indicators of the
company.
The position of the company in terms of

technology is they have a balanced approach.
They want to use a technology that is mature,
have been proven to work and abit towards the
latest technology.
2
Memo
Done By: Md Aidil Mosman Type of Meeting: Ad hoc
Topics: Requirement

1. Greater product distribution
⇒ A system to support brokers with tools to
get fast, reliable information needed to
close the sale
⇒ Increase sales
⇒ Expand market reach towards South East
Asia, HK
2. Reduce internal costs
⇒ Streamline business functions
⇒ Automate simple repetitive tasks (reduce
the time taken for an expensive staff
member to do simple tasks as it’s done by
computers)
⇒ Less data entry staff required
⇒ Less employees needed to do the same
amount for work previously
3. Increased cross selling of products
⇒ Higher level of customer relationship
1
4. Exploitation of new web based technologies to
help brokers work remotely with customers
⇒ Implement expert systems to aid in
decision making
⇒ Implement a technology that competitors
don’t have
⇒ Gain competitive advantage through ICT
⇒ Identify new methods to conduct business
that was impossible few years ago
⇒ Develop through financial profile of
customer
⇒ Identify and explore XYZ most suitable
products
⇒ Compare and contrast XYZ offerings
against competitor’s ratings and
performance
⇒ Generate all necessary paperwork on site
to close the sale
⇒ Point of sale is at customer’s location
⇒ Time to complete processing of
paperwork reduced from days to hours
2
Memo
Done By: Nurhazman Abdul Aziz Type of Meeting: Ad hoc
Topics: Draft Proposal for XYZ (High End)
Draft Proposal for XYZ Insurance

By Nurhazman Abdul Aziz
Details on Lifexpress System
Lifexpress enables organizations to efficiently organize, populate, and maintain

information on all aspects of their customer relationships in the insurance industry. The
system seamlessly blends all of the functionality required to manage information on
many aspects of your business into an intuitive and friendly tabbed user interface.
The core features of Lifexpress are: –
Customer Relationship Management:

• Account creation and management, with any number of Contacts associated with
each Account;
• Activity history (Meetings, Calls, Tasks, Notes with optional file attachments, and
Emails) is tracked for Contacts, Accounts, Leads, Opportunities and Cases;
Tasks may be assigned to users, and automatic email notifications may optionally
be sent to advise users of new tasks; and
Sales Force Automation:

• Summary view of upcoming Appointments, top Opportunities, open Cases, Leads,
open Tasks, assigned Bugs, sales pipeline graph, monthly calendar, and a quick
contact entry facility;
• Sales Lead creation and tracking, and conversion of sales Leads into
Opportunities; and Graphical Dashboard display of Opportunity Pipeline, Lead
Sources & Outcomes.
• Comparasion of product with compatitors
Customer Service Tracking:

• A case management system that allows users to track customer problems and
resolutions. Allows each problem to have a lifecycle of information to improve
customer satisfaction; and
• Each case links to the related Account, Contacts, Notes, associated files, plus Call
and Meeting activity history.
• A bug tracking system for managing bugs reported against different revisions of
software.
News Service:
• An RSS news feeds module lets you select and manage your favorite news feeds,
and display them on your My RSS News Feeds screen.
Corporate Calendar:
• Calendar view (by Day, Week, Month, or Year) of all corporate Activities, with
an associated Task list; and
• Shared calendar for viewing other user’s calendars for avoiding scheduling
conflicts.
Interface Consolidation:
• The Portal module allows administrators and users to link external web sites and
web applications into the Lifexpress user interface, enabling Lifexpress to become
a unified information interface for its users.
Home Module:
• Each user can now modify the tab list.
• My Upcoming Appointments
o Now permits you to filter by today, tomorrow, this week, next week, this
month and next month for greater flexibility in managing how you view
your appointments.
o Now displays all open appointments prior to the filter date, not just those
open appointments between today and the filter date. This prevents you
from forgetting previous open appointments.
o The associated contact name and account name are now displayed when
you mouse over the appointment name so that you don’t have to drill into
each appointment to find this information.
• My Open Cases and My Assigned Bugs have been added to the screen layout.
• One of the best kept secrets in Lifexpress, the “Enter Business Card” shortcut has
been added to the Shortcuts area. This feature allows users to enter a new Contact,
Account, Opportunity and follow-up Meeting all in one screen.
Portal Module:
• Add new tabs or individual user shortcuts to external web sites and applications.
Allows you to create a single enterprise application.

Contacts Module:
• Keep your data clean with a check for contact duplicates that now takes place
when first creating a record – the same duplicate check that is performed when
converting a lead or entering a business card.
Accounts Module:
• As with contacts, keep your data clean with a check for account duplicates that
now takes place when first creating an account - the same duplicate check that is
performed when converting a lead or entering a business card. If a possible
duplicate is found, you are taken to a Show Duplicates screen.
Activities Module:
• When closing a task, meeting or call from the home tab, open activities sub-panel
or activity list views, you are now taken to the edit view screen so that you can
enter notes before saving. Allows you to quickly enter notes about the activity as
you close it.
Dashboard:
• A new charting engine that generates more attractive charts and supports Far East
and Cyrillic character sets. This Flash-based plug-in is downloaded to the end
user’s browser, allowing data to be populated as the user watches while
simultaneously decreasing the server load.
RSS Module:
• You can now receive and view news feeds (RSS and ATOM) in this new module.
Each user can manage their own set of favorites to be displayed as My RSS News
Feeds.
• Bug Tracker Module:
o To enhance the service management capabilities of the system, a software
bug tracking module has been added, to manage the life cycle of software
bug reports.
System Administration:
• Customize fields in the application without directly modifying the source code.
Fields can be added, modified, removed or reconfigured through a simple point-
and-click administration tool.
• Modify dropdown values directly from the Admin screen.
• New configuration settings have been added to the system configuration file
which can disable the Export capability for all users, or for all users except those
with Administrator capability.
• You can now set your time and date display to new formats including day-month-
year and 10:00am.

• You can set your time zone and have all record time stamps displayed in your
local time.
Lifexpress is built on established customisation technologies based on open source

concept and widely supported industry standards, including the PHP development
environment, the MySQL relational database, the Apache or IIS web servers, and the
Linux or Windows Server operating systems. The system supports both the LAMP
(Linux, Apache, MySQL, PHP) and WIMP (Windows, IIS, MySQL, PHP) platforms.

Technical Requirement for Lifexpress
Before you begin using the system, ensure that you have the appropriate software
installed and configured on your system. All you will need is –
• A current web browser running on your computer. Lifexpress will be tested with
and supports a variety of browsers. The following browsers will be known to
work with Lifexpress:
o Mozilla version 1.7 and higher - www.mozilla.org/mozilla1.x
o Firefox version 1.0 and higher - www.mozilla.org/firefox
o Konqueror version 3.2 and higher - www.konqueror.org
o Microsoft Internet Explorer version 5 and higher - www.microsoft.com/ie
• Both JavaScript and cookies support must be enabled in the security settings of
your browser and is usually turned on by default.
• Network access to a server that is running the Lifexpress software.

o Your system or network administrator will be able to provide you with an
Internet address (URL) from which the system can be accessed.
Brokers Onsite
Internet / Intranet • Access the System
via own means (dial
up or broadband)
Brokers At Home
• Access the System
via own means (dial
Lifexpress System
up or broadband)
• Server will sit in the
main HQ
Brokers At Office
• Administrate by staff
of organisation
via own means (dial
up or broadband)
Key Staffs
via own means (dial
up or broadband)
Access System of Lifexpress

5
Recommend Equipment Used By Brokers
Because insurance brokers are always on the go, having the

flexibility to conduct business anywhere anytime has
become an absolute necessity and critical requirement for
success in today's market.
What is a Tablet PC
The tablet pc allows you to experience a new level of
productivity and mobility by bringing handwriting and computing together in an
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New Advance in Tablet PC

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• Ability to write and store information as "digital ink" with state of the art
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• Innovative docking station -- easy transitions with multi-monitor docking profiles
• Ultra-thin and light design -- 3lbs, less than 1" thin
• The latest in wireless capability - integrated wireless LAN 802.11b and Bluetooth
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• Long battery life - over 4 hours
• Speech recognition software
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Feature to Consider
• Mobile Intel® Celeron® (ULV) or Intel® Pentium® M (ULV)
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• Memory: up to 2 GB SMART hard drives: 30GB - 60GB
• Ports/connectors: includes two (2) USB 2.0 RJ-45 (NIC), RJ-11 Modem, VGA
internal 802.11b integrated wireless LAN and Bluetooth PAN, 1 ea. PCMCIA slot,
1 ea. Compact Flash slot
• Audio: built-in stereo speakers, headset adaptor, microphone input, external
speaker port, Input: includes active pen, keyboard and pointstick
• Docking station: with 4 USB 2.0 ports, extend functionality by adding a full-
function monitor, mouse, keyboard, and MultiBay options such as floppy drive,
CD-ROM, DVD, and/or CD/RW
System prices start at US$1599.00*
6
Memo
Done By: Hoh Whay, LOH Type of Meeting: Ad hoc
Topics: Insurance Policies of Competitors in SEA (Indonesia, Thailand,
Malaysia, Singapore)
Country: INDONESIA
Company: Allianz Indonesia
Retail Insurance
Name Type
My House Fire insurance.
My Car Motor vehicle insurance.
My Life Style Travel insurance.
My Business Professional liability.
My Health Personal accident insurance.
My SafetyBox Combination of four individual insurances, Property, Motor Vehicle,
Personal Accident, and Personal Liability of which you can choose
those which fit your needs.
ProteksiKu Personal accident insurance package, which is developed specifically
for retail customer.
My Life Education Fund Program, Savings Plan, Basic Protection, as well as
Insurance combination of Protection & Investment Plan.
My Healthcare Health insurance.
1
Corporate Insurance
Name Type
Property Business Interruption, Consequential Loss Insurance, Householder,
Industrial All Risks, Loss of Profit
Marine Marine Cargo, Inland Transit, Marine Hull
Engineering Erection All Risks, Constructor's All Risks, Machinery Breakdown,

Electronic Equipment
Casualties Motor, Money Insurance, Fidelity Guarantee
Liability Director's and Officer's Liability, Employer's Liability, Product

Liability, Professional Indemnity, Public Liability, Workmen's
Compensation
Employee Health coverage, life coverage for employee, Pension Fund program,
Benefits reserve fund for severance payment and other future savings needs.
SME Insurance
Name Type
UsahaKu Insurance protection against the basic risk of Flexas (Fire, Lightning,
Explosion, Falling of an aircraft, Smoke) RSMD (Riot, Strike and
Malicious Damage) and burglary completed with the loss of profits
coverage caused by those basic risks.
Country: THAILAND
Company: BUPA Thailand
Personal Insurance
Name Type
Personal Care Personal health coverage.
Platinum Care For individuals and their families who want access to the very best
medical facilities.
Worldwide Worldwide travel insurance for employees and families.
Travel Insurance
Corporate Insurance
2
Name Type
Corporate Care Protecting employees' health and company's financial health
(Companies of any size).
Small Company Specially designed packaged solution for companies with 100
Care employees or less.
Country: MALAYSIA
Company: Great Eastern Life
Personal Insurance
Name Type
Protection Lifetime protection, against unexpected events and hardships.
Health Medical coverage.
Education Coverage for children’s education.
Retirement Maintain financial independence well into retirement years.
Investment- Life insurance plan where the value of benefits are, wholly or partly
linked linked to investment performance of a separate investment-link
fund(s).
Supplementary Enhanced benefits on the basic whole life, term or endowment
Riders policies.
Corporate Insurance
Name Type
Employee Employee health coverage.
Benefits
Retirement To provide as an additional protection against the loss or reduction in

Benefits the earnings as a result of retirement, premature death or total and
permanent disability.
Property Reward The Developer gives a free insurance protection and investment to
Scheme eligible purchasers.
Country: SINGAPORE
3
Company: Allianz Singapore
Personal Insurance
Name Type
Domestic For families with foreign domestic help. Personal accident,
Servants repatriation expenses, hospital expenses, etc.
Family Healthcare program designed for individuals and their family.

HealthCare
HomeSafe Home coverage.
LadyAutoSafe Car insurance tailored for ladies.
MobileSafe Coverage for electronic Mobile Equipment that is solely for personal
use.
Motor Motor coverage.
Personal Personal coverage.
Accident
TravelSafe Travel coverage.
4
Corporate Insurance
Name Type
All Risks Property coverage.
Business Coverage for business interruption.
Interruption
Contractors Covers risks within the Construction Industry.
Directors & Indemnify the company and its directors or officers against loss
Officers arising from claims made against them by shareholders in respect of
breach of fiduciary duty or other dereliction of duty.
Electronic Coverage for electronic equipment such as computers.
Equipment
Extended Offers the Distributors or Manufacturers a protection that covers risks
Warranty from products, such as repair cost and replacement of
products/components.
Fidelity Coverage for employees who are likely to cause pecuniary loss
Guarantee because of their constant exposure to cash, stocks or other assets.
Fire Insurance Fire & lightning coverage.
Garage Safe Garage coverage.
Group Employees’ health coverage (lump sum hospital and surgical plan).
Healthcare
Group Personal Employees’ health coverage.
Marine Cargo Marine cargo coverage.
Money Coverage for loss of money.
Plate Glass Coverage for accidental breakage of glass
Product Liability Product liability coverage.
Professional Coverage for the Insured's legal liability for financial loss incurred by
Indemnity a Third Party arising out of the advice given in a professional
capacity.
Public Liability Coverage for accidental bodily injury to and/or damage to property of
any third party arising out of and in connection with the Insured's
business.
Small Business Combination of Property on an "All Risks" basis, Business
Interruption, Money and Workmen's Compensation.
Workmen's Coverage for employer’s ‘workmen’.
Compensation
5
Memo
Date: May 10, 2005 Time: 1500 hrs
Done By: Hazman Type of Meeting: Ad-hoc
Topics: Solution Overview
Graphical representation of Lifexpress
Lifexpress
CRM Blackberry
Compatible
Device
Existing
Information
Servers
Internet
Blackberry Server
Firewall
(Lifexpress
Mobchan)
Lifexpress
LSM Blackberry
Device
Database
Server
Lifexpress System
Connection
The new Lifexpress will be built on top of the existing Information System architecture.
The new system consists of 3 parts i.e. the CRM, LSM, and Blackberry Servers. Brokers
connect to the Company via the new system through the use of mobile devices. There are
three methods to connect to the Company IS. The project team strongly suggests using a
Blackberry device to fully utilize the potential of the new features. Other methods to
connect are through laptop with mobility connection or Blackberry Compatible devices.
1
Memo
Done By: Aidil Type of Meeting: Ad-hoc
Topics: Feasibility Study
Feasibility Report on Lifexpress for XYZ Insurance
Problem statement:
In our initial feasibility study, we have identified the following needs of XYZ Insurance:
1. improved product distribution

2. reduce internal cost
3. increased cross selling of products
4. exploitation of new web-based technologies
XYZ Insurance’s desired systems solutions:
1. new method for brokers to conduct business

2. develop a thorough customer financial profile
3. identify and explore XYZ’s most appropriate products
4. differentiate XYZ’s products against the competitors
5. to close a sale on site with all necessary documentation
A higher level of expectation is required from today's insurance companies. Consumers’

needs are becoming more complex. Thus they demand highly customized products,
tailored to their individual needs and to be able to compare with other market offerings.
1
To meet this level of standard, insurance companies of all sizes are turning to Customer
Relationship Management (CRM) to assist in becoming faster and more flexible -- all
while cutting costs. With Lifexpress’ CRM for Insurance, insurers can not only adapt
quickly to changing customer and market need, but also maintain the control and
visibility they need to ensure profitability and growth. Our comprehensive set of
innovative solutions can help XYZ streamline claims processing, collections and
disbursements, and asset management - and sustain profitable relationships with their best
customers.
Furthermore, this is now the time to discover the powerful advantages of Lifexpress’s
Customer Relationship Management for the insurance industry, as a ground solution.
This comprehensive, fully integrated solution provides everything XYZ’s need to build a
cutting-edge, customer-centric, and highly profitable organization. With Lifexpress CRM,
you can improve the quality of sales and service across every channel and touch point,
including agents and brokers, direct marketing, field sales, telephone, fax, and the
Internet. Lifexpress CRM integrates with all XYZ’s current other major business systems
– such as claims, commissions, policies, and financial systems – streamlining your
business processes and improving your response times. In addition, XYZ is also able to
integrate other technical components and equipments to generate all the necessary
paperwork on-site to consummate a sale.
As a result, you can focus on what is important in your business: increasing customer
satisfaction, reducing operational costs, and growing profitability. And that’s the best
way to ensure a successful future.
2
Solution 1:
The general scope of the proposed solution is shown in Diagram 1 below.
XYZ
Information System
Broker
Policy Analyst
Client
Customer
Relationship
Internal External
P P
Diagram 1: Overall scope of the proposed solution
Technical Feasibility:
At present, XYZ have an existing reliable Information Systems (IS) that completes all the
necessary process internally. The only accessibility made currently available to the
brokers is to download the relevant policy for them to market and sell. With the new
Customer Relationships Management system to be integrated with the existing IS, these
would allow the brokers to work with much efficiency. Furthermore, the brokers and the
policy analysts are able to communicate directly in the process of dealing the policy.
3
Technically, a number of new hardware and software is need for the proposed solution.
They are currently readily available at a price that is within the acceptable range. This
hardware includes the purchasing of a new application database server that the CRM will
install to. Basically, the CRM will be a web-based customer centric intelligence
application, where the brokers will login to the secure website, filling up the customers
details, and learning the customer’s interested product. In addition, this CRM will not
replace the current setup. On the other hand, it will act as an add ons to the current IS of
XYZ to provide and enhance the features. Hence, it will reduce the process in closing the
deal from 4 to 6 weeks to a few days or hours.
Organisational Feasibility:
Implementing this system, will involved a number of staffs in XYZ, mainly the policy
analysts and the brokers will be affected. Training needs to seek out for these two staffs,
as they are the main front-users of the systems and they have to be well verse with the
system environment.
In contrast, there are a large number of stakeholders involved, apart from the two staffs
members. Each of these stakeholders has various interests and agendas towards the
implementation of the system. In addition, they have divergent and conflicting interests
as they report to different people both internal and external to XYZ. This make the
situation hard to satisfy the difference group of stakeholders within the company, creating
organisation’s structure, duties and responsibilities will change. Resulting, some staffs,
such as data entry clerk will be reduced
4
Economic Feasibility:
The full Cost Benefit Analysis, including Return on Investment and Net Profit Value has
not been determined in detail. Preliminary costing for the high end solution has a figure
of $150,000 for new equipment cost and $20,000 for ongoing costs, which include the
softwares, consulting, training, implementation and other costs. We yet need to find this
amount affordable for the company for the benefits received. Modification of existing
hardware that was to aid the brokers in the sales process would be possible to reduce this
cost further.
Steps to Follow
Please check the proposed solution with your stakeholders. For any requests for
modifications or changes feel free to contact us. If the decision has been made to go
ahead with the solution, a detailed proposal will be prepared and submitted for approval.
The proposal will include all necessary details. We believe the solution will address the
problems identified and meet the desired functionality of your company.
5
Memo
Date: May 11, 2005 Time:
Done By: How Whay Type of Meeting:
Topics: Interim Report

1. An interim report has to be drawn out to BCA in charge
demonstrate the project plan. The format of the and finalize the
plan will vary according to the size and nature of report.
the project. In the plan will compromise
• Executive Summary TIA to provide
• Introduction information on
• Project Objective technology
• Scope Statement aspects.
• Task
• Costing CL to provide
details
• Risk Analysis
regarding the
• Process Map
organizational
• Marketing
aspect.
• IT Acquisition and Modification
• Consultancy
• Training
• On-going Services
• And other related materials
The plan will also demonstrate in detail on the
project approach and schedule using a gantt chart,
and the costings using Net Present Value (NPV)
to get a Return Of Investment (ROI). And lastly,
a detailed schematic design of the business
process of the technical view.
2. Detailed research on the behaviour of CRM and
LSM are to be conducted in order to built an
effective solution. A report has to be prepared and
finalized before the development takes place in
the next section.
1
3. A detailed research has to be done using
Blackberry device in the Mobility Channel. A
report has to be prepared and finalized before the
development takes place in the next section.
4. A research analysis has to be conducted on the

brokers and staff of XYZ regarding the level of
information literacy. This is in order to build an
effective system that enables the sales automation
process.
2
IACT451 IT Project
Request for Proposal (Spring Session)
Version 1.0
Lasted Update:
Tuesday, 30 May 2006
Prepared By:
Nurhazman Abdul Aziz 2666182
Loh, Hoh Whay 2400431
Md Aidil Osman 2390693
The Request for Proposal is intended solely for XYZ Insurance’s information and her
perspective Respondents. The information given here is to the best of our knowledge.
The contents of this Request for Proposal are confidential and not to be reproduced
without expressed written consent.
Confidential Page 1 May 30, 2006

Amendment History
Version Description of Reviewed

Author Date Author By
Number Change By
Nurhazman September Md Aidil Nurhazman

1 First Draft of RFP
Abdul Aziz 13, 2005 Osman Abdul Aziz
Second Draft of
RFP, Editing the Nurhazman September Md. Aidil Md Aidil
2
Grammar, Shaping Abdul Aziz 20, 2005 Osman Osman
up the RFP
Checking for Nurhazman September LOH Hoh Nurhazman

3
Business Fluency Abdul Aziz 21, 2005 Whay Abdul Aziz
Peter
Review by Project Nurhazman October 11, Hyland, Nurhazman
4
Sponsor Abdul Aziz 2005 Tim Abdul Aziz
Coltman
Nurhazman October 16, Nurhazman Nurhazman

5 Final Draft
Abdul 2005 Abdul Aziz Abdul Aziz

Distribution List
Names Title
Nurhazman Abdul Aziz Technology Impact Analyst
Hoh Whay, Loh Business Case Analyst
Md. Aidil Osman Client Liaison Officer
Peter Hyland Project Sponsor (XYZ Insurance)
Tim Coltman Project Sponsor (XYZ Insurance)

Table of Contents
1. Project Scope .................................................................................................................. 7
1.1 A brief background of our company......................................................................... 7
1.2 A Brief Description of the project ............................................................................ 7
1.3 Project Time Frame................................................................................................... 9
1.3.1 Proposal Submission Date ................................................................................. 9
1.4 Project Budget......................................................................................................... 10
1.4.1 Project Sponsorship ......................................................................................... 10
1.4.2 Understand the Business Objective ................................................................. 10
1.4.3 Budget .............................................................................................................. 11
1.5 ITPST’s Primary Contact........................................................................................ 12
2. Target Audience............................................................................................................ 13
2.1 Demographics ......................................................................................................... 13
2.2 Comfort Level with Technology............................................................................. 13
2.2.1 Field Staff......................................................................................................... 13
2.2.2 Policy Analysts ................................................................................................ 13
2.2.3 Back-end Staff ................................................................................................. 14
3. Design Requirements and Conditions........................................................................... 15
3.1 Fixed Price Proposal Required................................................................................ 15
3.2 Types of Solutions Required................................................................................... 15
3.3 Software Architecture and Design Services ........................................................... 16
3.3.1 Customer Relationship Management (CRM) Software................................... 16
3.3.2 Live Support Management Software ............................................................... 17
3.3.3 Mobility Channel ............................................................................................. 17
3.4 Installation Services ................................................................................................ 18
3.5 Network Infrastructure Procurement ...................................................................... 18
3.6 Network Monitoring and Management Services .................................................... 19
3.7 Network Maintenance and Upgrade Services......................................................... 20
3.8 Customer Service and Technical Support Service.................................................. 20
3.9 Maintenance and Support, Warranty, Training....................................................... 21
3.9.1 Maintenance and Support Services.................................................................. 21
3.9.2 Warranty .......................................................................................................... 21
3.9.3 Training............................................................................................................ 22
3.9 Other Related Issues ............................................................................................... 22
4. Technical Infrastructure Requirements......................................................................... 23
4.1 Development Technology....................................................................................... 23
4.2 Software Development and Deployment Environment Required .......................... 23
4.3 The Requirements of the Internet Service Provider................................................ 24
4.4 Hardware Acquisition ............................................................................................. 24
4.4.1 The Customer Relationship Management and Live Support Management ..... 24
4.4.2 Mobility Channel ............................................................................................. 24
4.4.3 Field Staffs Operation ...................................................................................... 24
5. Functional / Programming Requirements ..................................................................... 25
5.1 Customer Relationship Managements (CRM)........................................................ 25
5.2 Live Support Management (LSM).......................................................................... 28

5.3 Mobility Channel (MobChan)................................................................................. 29

6. Integration Requirement ............................................................................................... 30
6.1 Overview of Database Access and Integration Services......................................... 30
6.2 Data Access Control ............................................................................................... 30
6.3 Integration of Applications ..................................................................................... 30
7. Project Management ..................................................................................................... 32
7.1 Administration ........................................................................................................ 32
7.1.1 Respondent Registration .................................................................................. 32
7.1.2 Pre-Proposal Meeting....................................................................................... 32
7.2 Responsive .............................................................................................................. 33
7.3 Acceptance of the Terms and Condition of this RFP ............................................. 33
7.4 Proposal Submission, Evaluation and Selection..................................................... 33
7.4.1 General............................................................................................................. 33
7.4.2 Rights and Options Reserved........................................................................... 33
7.4.3 Contract Negotiation and Award ..................................................................... 34
7.4.4 Proposal Evaluation ......................................................................................... 35
7.4.5 Major Contractor Responsibility...................................................................... 36
7.4.6 Withdrawal and Modification of Proposal....................................................... 37
7.4.7 Agreement Letter ............................................................................................. 37
8. Reference ...................................................................................................................... 39
9. Appendix....................................................................................................................... 41
9.1 The Flow Chart for RFP ......................................................................................... 41
9.2 Registration Letter .................................................................................................. 42
9.3 Agreement Letter .................................................................................................... 43

DISCLAIMER/CONFINDETIALITY NOTICE
This document is confidential and has been made available to the individual to whom it is addressed strictly on the
understanding, that its contents will not be disclosed or discussed with any third parties, except for the individual’s
own professional advises.
Investment in new e-business and technology carries high risks as well as the possibility of high rewards. It is highly
speculative and potential investors should be aware that no established market exists for the trading of shares in
private companies.
Prospective investors are advised to verify all material facts and to take advice from a professional adviser before
entering into commitments. This plan is strictly for information only and constitutes neither a prospectus nor an
invitation to subscribe for shares. Projections in the plan have been compiled by the consultants for illustrative
purposes. The eventual outcome may be more or less favourable than that portrayed.

1. Project Scope
1.1 A brief background of our company
IACT 451 IT Project Student Team (herein referred to
as “ITPST” or “the team”) is formed by a student
consultation team from the University of Wollongong,
to undergo project management training. ITPST is
specially trained to handle projects that aid organisations of all sizes, optimizing their
people, process, and technology around their customers, leading to an outstanding
customer experience and superior business results. The ITPST is under the expert
supervision of experienced professionals and academics from the industry, producing a
project called LIFEXPRESS system (herein referred to as “the system”).
The system’s solutions, business intelligence and customer data integration solutions are
the key products. These place the organisation at the forefront in the area of research and
development in the information communication industry. Furthermore, ITPST has
leveraged their extensive experience to deliver each product, as part of a package as a
business solution for the organisation. The system allows employees, customers and
business partners to work together efficiently and
effectively, despite geographical location and time zone.
Moreover, the system’s core architecture is open and
flexible, supporting database, application, operating
systems and hardware from most major vendors. The system, together with its
development team, serves its customers as a trusted ally providing them with the loyalty
of business partner. ITPS will ensure that each customer have what they need to run their
business with maximum efficiency and reliability. Many of the software products, in the
system’s family, are mission critical. Therefore, each customer will be given the
assurance of receiving excellent support during implementation, before and after as
required.
As a gesture of ITPST’s commitment, the University of Wollongong, as the parent

company, has established a research and development centre in the university. This
laboratory will enable the product to be consistently upgraded, keeping abreast with the
latest technology, thus providing an on-going value to the customers. Moreover, this
centre is specifically dedicated to the development of the LIFEXPRESS system to be
implemented into different industries.
1.2 A Brief Description of the project

LIFEXPRESS is an accredited project between XYZ
Insurance (hereafter referred to as “the Company”) and
the University of Wollongong, designed as a
sophisticated computer aided system. This system will
enable Company brokers nationwide to conduct business with their clients and prospects

in ways previously impossible. The system will allow brokers using a laptop computer or
similar devices to develop a true financial profile of the customer in order to identify and
explore the Company’s most appropriate products.
The aim of LIFEXPRESS is to improve the business process of the Company by

use of Internet and mobile services. This will also help to reduce internal cost and regain
market share through the integration of current internal Information System (IS).
The system is made up of three

components, i.e.; Customer
Relationship Management (CRM),
Live Support Management (LSM),
and Mobility Channel (MobChan).
Respondents are encouraged to

review the Business Case Report
(also known as the Interim Report),
which is available under separate
cover and can be downloaded from
the website:
http://asia.groups.yahoo.com/group/
iact451/.
In addition, the business plan

provides additional details on the
goals, objectives, business model and assumptions made for the initiative. To achieve the
goals of the project, the team is seeking Proposals from qualified Respondents for the
system requirements to meet the needs for all three components of the system.
These must include:
Installation services
Software Architecture and design services
Network infrastructure procurement
Network monitoring and management services
Network maintenance and upgrade services
Customer service and technical support services
Proposals must support the following categories of service and should be flexible to
accommodate new services over time.

1.3 Project Time Frame

1.3.1 Proposal Submission Date
The date for submitting Proposals proceeding from and conformable to this RFP
is provided below. Proposals must be submitted to the address of the
LIFEXPRESS’s Primary Contact, provided in section 1.5, specified on the
Submission date listed below.
Date Activity
Tuesday, 11 Oct 2005 ITPST issues Request for Proposals
Monday, 18 Oct 2005 Pre-Proposal Meeting

1.30-3.30 PM Venue:
(GMT +10:00) SITACS, Building 3
Room 216
University of Wollongong,
NSW 2500,
Australia
Monday, 25 Oct 2005 Respondents submit questions, requests for

2.00 PM clarification, information to Primary Contact,
(GMT +10:00) in writing
Tuesday, 1 Nov 2005 ITPST delivers answers to questions

2.00 PM
(GMT +10:00)
Tuesday, 22 Nov 2005 Respondents submit proposals

2.00 PM
(GMT +10:00)
Monday, 3 Jan 2006 ITPST selects respondents to enter into

contract negotiations
Monday, 13 Feb 2006 Project start
Notice of changes in the Pre-Proposal Meeting date/time or location, the

due date/time for submission of Respondent questions, and the date/time
for Proposal Submission will be posted on the Web on the RFP page at
http://asia.groups.yahoo.com/group/iact451/, and will be mailed to
prospective Respondents, which request notification by mail in writing
addressed to the Primary Contact. The other dates/times listed may be
changed without notice to prospective Respondents. These dates are

estimates only and ITPST reserves the right, in its sole discretion, to alter
this schedule, as it deems necessary or appropriate.
1.4 Project Budget

1.4.1 Project Sponsorship
The main project sponsor of this project is under the sole supervision of XYZ
Insurance Pte. Ltd. Primarily, XYZ Insurance will have the main role to call and
confirm each proposal that stand within their project’s budget and business
objective alignment. In addition, the project sponsor's primary responsibility is the
achievement of the project objectives and benefits essentially making all high
level management decisions for the project.
Some of the activities that a Project Sponsor will normally undertake include:
Providing direction and guidance for key business strategies and

initiatives
Negotiate funding for the project
Actively participating in initial project planning and proposals
Identifying and quantifying business benefits to be achieved by
successful implementation of the project
Reviewing and approving changes to proposals, plans, priorities,
deliverables, schedule, etc.
Gaining consensus among stakeholders when differences of opinions
occur
Assisting the project when required (especially in an 'out-of-control'
situation) by exerting their organizational authority and ability to
influence
Assisting with the resolution of inter-project boundary issues
Managing the realisation of benefits
Reviewing proposal and project progress on a regular basis
Advising the Project Manager of any changes in business direction or
policy which may have an effect on the project
Encouraging stakeholder involvement and building and maintaining
their ongoing commitment through effective communication strategies
Evaluating the project's success on proposal.
1.4.2 Understand the Business Objective

On confirmation to the Request for Proposal (RFP), every vendor and contractor
are to understand the main role of the system’s business objective. Basically, the
system allows brokers:

1. To spend more time in the field working towards their sales objectives.
The sales force can use the system to capture sales orders, account
information on the spot, entering it directly into the LIFEXPRESS CRM
system. Therefore, less time is spent less on administrative work back at
the office or home. In addition, LIFEXPRESS MobChan also converts
downtime into productive time by enabling mobile users to calibrate with
clients and colleagues during normal idle period. This is demonstrated by
using the LIFEXPRESS LSM.
2. To have a mobile business centric solution in the industry.

By being able to close a sale on the field, this would same more time in
traveling and processing the relevant documentation. This action would
also result in an increase in the sales of policy and increase the market
scope.
1.4.3 Budget
The budget of the project has been predefined clearly in the Costing section of the
Interim Report.
Cost Budget Projection Table
Total project cost
Installation services 1 500

Customer Service and Technical Support 2 14400
Services
Network Infrastructure Procurement 3 120000
Network Monitoring and Management 4 3000
Services
Network Maintenance and Upgrade 5 135500
Services
Software Architecture & Design Services 6 26000
TOTAL COSTS AUD 299400

1.5 ITPST’s Primary Contact

The name, address and contact information for the ITPST’s Primary Contact for this RFP
are as follows:
Md. Aidil Osman

Client Liaison, ITPST,
Wollongong NSW 2522 Australia
Telephone +61 2 4221 3555
All enquiries, questions, request for clarification and request for additional information,
regarding this RFP must be submitted in writing or e-mail, not later than two weeks
before the submission dateline. No oral response by any employee shall be legally
binding on ITPST. If a Respondent finds any inconsistencies in the RFP, the Respondent
is requested to notify ITPST.

2. Target Audience
LIFEXPRESS is created specifically to enhance and improve the daily work procedures of
XYZ’s main business processes. These include on-site brokers who deal directly with
clients, to policy analysts who approve the clients and other back-end staff to support the
system.
2.1 Demographics
The staffs of the Company comprise about 500 internally including top management,
policy analyst and other staffs in the Company. They are deployed Australia – wide
around main capitals and major cities. In addition, they have branches in South East
Asia’s major cities; Singapore, Malaysia, Indonesia, Brunei and Thailand. Staffs are well
trained in information literacy, handling the normal daily computer administration, as
they already have the existing information system backing up their main daily operation.
On the other side, about more than 1000 brokers are considered as external staffs as they
are deployed on the field and move. They consist of fulltime, part time and associated
sale representative. Basically, the fulltime brokers will be is equipped with a mobile
gadget to aid their daily operation and these brokers are required to know in handling
mobile gadgets, as they will be training beforehand.
2.2 Comfort Level with Technology

The main users of the system have been broken down into three main groups. Each has
different comfort levels in terms of technology and is explained in detail below:
2.2.1 Field Staff

Insurance companies have always been "mobile" - salespeople, agents, brokers
and adjusters travel to call on accounts, build relationships and service their
customers, current and potential. Today, the insurance workforce need to be more
than mobile as they need to be fast, reactive, intelligent, creative and organised.
Therefore, it is important for field staff to have user friendly tools for the sales
process to be readily available, allowing them higher quality face-to-face time
with the customer. This means powerful hardware, software and the ability to
connect with the home office while on the road. In addition, the solution would be
able to have reporting capabilities that include importing images taken with a
digital camera into the selected application and adding annotations directly over
the image. Primarily, field staff would like to have a good working environment
from adopting the concept of mobile CRM through MobChan.
2.2.2 Policy Analysts

The next type of user would be the policy analysts, who communicate with the
field staff to close the sale. The Policy Analyst will retrieve the information from
the CRM system, analysing the details and requirements of the potential client. In

the event of incomplete or missing information, policy analysts would then

establish a connection with the brokers through MobChan or vice versa.
Overall, the system must be able to raise confidence, especially when personal
information is being divulged. The system must have the potential to make
existing policyholders more comfortable with making changes to personal
information or policies online as opposed to picking up a phone and can be used
to proactively explain why an auto quote form requires their social security
number and can address how the information is protected. Lastly, claims initiation,
a process that benefits from the personal touch, is another possible consideration.
An already emotional user who just had a collision can be guided through the
process rather than having to negotiate text on their own.
2.2.3 Back-end Staff

Back-end staff includes system administrators and other IT support technical staff
required to support the daily running of the system. They have the highest comfort
level in terms of technology. Training would have to be arranged to provide these
staff with the required knowledge to support the proposed system and other staffs
who use the system.

3. Design Requirements and Conditions

3.1 Fixed Price Proposal Required
Cost proposals for the system must be “fixed price” proposals. The proposed price must
include all costs that will be incurred for the purchase, implementation and management
of LIFEXPRESS, including, but not limited to, costs for the requirements as well as all
other work proposed. If a Respondent offers options and/or alternates that are not
included in the fixed price for the proposed System, the Respondent must provide for
each such option/alternate the following information:
A detailed description of the option/alternate (including, but not limited to, all
features and functionality that will be unavailable in the base system if the
option/alternate is not purchased);
Detailed cost information for each option/alternate, in accordance with the cost
proposal requirements of the RFP
The cost proposal must identify the cost of each item of hardware, software, services, and
other work to be furnished as part of the system. ITPST reserves the right, in its sole
discretion, to reject without evaluation any Proposal that does not identify each item of
the work, and any Proposal that does not provide a fixed price to perform the proposed
work.
3.2 Types of Solutions Required

LIFEXPRESS will be built on top of the existing Information System architecture. The
new system consists of three parts (i.e. the CRM, LSM, and MobChan). Field staffs
connect to the Company via the system through the use of mobile devices. There are
three methods to connect to the Company’s existing information systems. The main
method is by using a mobile device to fully utilize the potential of the features. Other
methods to connect are through a laptop with mobility connection or other mobile
compatible devices.
From this overview, ITPST has categorised the proposal into six categories to be
addressed.
1. Software Architecture and design services

2. Installation services
3. Network infrastructure procurement
4. Network monitoring and management services
5. Network maintenance and upgrade services
6. Customer service and technical support services
ITPST is seeking to implement a “state of the art” system, which will satisfy all of the
current requirements, as specified in this RFP, yet be simple to maintain and inexpensive
to upgrade and expand to satisfy future needs for additional functionality and/or capacity.
Respondents are required to define their proposals in detail and to describe the ways in
which it meets the requirements defined in the RFP. Respondents are also required to
define and elaborate on any other features, functions and/or capabilities included in their
Proposals, but not stated as requirements in the RFP. Alternatively, if the Respondent
have a better solution or not as stated by the team, yet is cost effective, the team might
reconsider looking into the Respondent’s suggestion.
3.3 Software Architecture and Design Services

Respondents must describe in their Proposals a preliminary architecture for the systems
(CSM, LSM, MobChan) as well as the services to conduct a more thorough and detailed
design for the Systems, if selected as the selected Respondent. These must include:
3.3.1 Customer Relationship Management (CRM) Software

The development of an overall software architecture for the CRM that
includes an improvement to acquire, sell, service and manage
customers aiding the company to increase revenues by being more
organized, the ability to increase cross selling, ability for sale force
automation, and providing lead generation.
In addition, the software must offer an extensive user-friendly

functionality which makes using the application enjoyable and

effective that include, cross-module reporting, allowing users to merge

data sets from different modules of others existing information
systems.
Importantly, the CRM must be able to be accessed on specified

wireless devices, using browser-equipped mobile device via a new
separate application that interfaces with the software. Users can view,
search, modify or add contacts, leads, opportunities, accounts,
meetings and calls instantly through a wireless device with web access.
In short, the CRM will have mobile capability.
The business process is unique, thus allowing the user to customize the
information flow to fit the company like a glove. All of this
customization is easier with a drag-and-drop “field manager” available
through the administrator tools. The software can assign leads,
contacts, accounts and opportunities to user teams and track activities
as a group controlled by user level security.
3.3.2 Live Support Management Software

LSM will provide real time communication and information flow
between the onsite brokers and the Company. To incorporate this, the
software architecture must have the ability to create communication,
automatically inviting the brokers, referrer tracking, page tracking,
ability to view what the brokers is typing as they type, multiple chat
sessions, sound alerts, leave a message if offline, push URLs, quick
response and multiple operators.
Most importantly, the LSM must be able to run on any browser-

equipped mobile device via a new separate application that interfaces
with the software.
3.3.3 Mobility Channel

A mobile device (preferably handheld) that is able to provide fast
access to vital customer information with a real time interface and
assistance to respond quickly to customer needs
This communication will be through the means of constant channel

that links the company and field staff, enabling access and customer
relationship database updating with mobile capability.
Ideally, field staff would be able to close the sale on site, reducing the
sales cycle as all information can be accessed and updated onsite. To
ensure this, a dedicated server is required to handle the volume of data
flow to CRM, LSM, and existing information system (IS).

3.4 Installation Services

Respondents must include in their Proposals the installation and configuration services
required for the successful deployment of the System. This is to include, but not limited
to, the following:
The installation and configuration of all components, including network and

software. Coordination with ITPST and the Company and any other parties
required for access to any structural assets, facilities or permits required for
the installation of the System.
The configuration and integration of all components in the Systems to meet

the requirements defined in the RFP. Any tuning required throughout the
contract term to meet the service level agreements (“SLA's”) defined in the
RFP.
3.5 Network Infrastructure Procurement

The system must consist of a mobile network covering the entire Australian operational
areas with the support or partnership from the telecommunications company. Specifically,
the network must meet the following requirements.
Support for defining and managing unilateral, outbound roaming relationships

whereby subscribers to the system may gain access to other approved Wi-Fi
services (e.g. Telstra, Optus). The team will be responsible for the negotiation of
any business relationships with other Wi-Fi service providers and/or aggregators.
Sufficient capacity throughout the system to support the number of brokers at an

acceptable level of service to perform their work functions.
Scalable to support additional users, capacity, and functions. Given that specific,
future subscribers and/or public access applications are not defined in the RFP, it
is critical for Respondents to elaborate on how their proposed solutions can scale
and adapt in a modular way to increase coverage areas, users, capacity and
functions.
Support for state-of-the-art security standards. These must include:
– Physical security for all critical network equipment and other components
of the System via secured facilities.
– Support for Virtual Private Network (“VPN”) tunneling.
– Support for Wi-Fi Protected Access (“WPA”).
– Support for Wired Equivalent Privacy (“WEP”) encryption, including both
64 and 128 bit keys.
– Support for Temporal Key Integrity Protocol (“TKIP”) encryption.
– Support for Advanced Encryption Standard (“AES”) encryption.

– Support for 802.1x authentication using Extensible Authentication

Protocol (“EAP”) and “Remote Authentication Dial-In User Service”
(“RADIUS”).
– Support for the suppression of Extended Service Set Identifier (“ESSID”)
broadcasts.
– Support for multiple ESSIDs and the ability to map ESSIDs individually
to Virtual LANs (“VLANs”).
– Support for filtering of traffic based on Internet Protocol (“IP”) addresses,
subnets and Transmission Control Protocol (“TCP”) ports.
– Support for encryption of all control and network management traffic
transmitted within the System.
3.6 Network Monitoring and Management Services

Respondents must include in their Proposal a solution for the monitoring and
management of LIFEXPRESS. This must include all network equipment, hardware,
software, tools, personnel and other components required to meet the reliability and
performance goals of the RFP. At a minimum, Proposals should define and elaborate on
how the proposed solution addresses the five network management functions summarized
below.
Performance Management
Measures and makes available various aspects of network performance so that
inter-network performance can be maintained at an acceptable level. Examples of
performance variables that might be provided include, but are not limited to
network throughput, user response times, and component utilization.
Configuration Management
Monitor network and system configuration information so that the effect of
configuration changes (intentional or non-intentional) can be tracked and
managed.
Accounting Management
Measure network-utilization parameters so that individual or group users on the
network can be regulated appropriately. Such regulation should minimize network
problems and maximize the fairness of network access across all domains and
users.
Fault Management
Detect, log, notify support organizations and users (where appropriate) of, and (to
the extent possible) automatically fix network problems to keep the network
running effectively. This should include proactive determination of symptoms,
isolation of problems and rapid resolution

Security Management
Control access to network and system resources according to defined policies so
that the network cannot be disrupted (intentionally or unintentionally) and those
without appropriate authorization cannot access sensitive information.
3.7 Network Maintenance and Upgrade Services

Respondents must include in their Proposals a detailed plan and all costs for routine
maintenance of LIFEXPRESS. These should include any assumptions for spare inventory;
upgrade cycles, capacity upgrades, or similar needs. Respondents must also propose a
solution that mitigates the risk of obsolescence in the system over time. Proposals must
include a detailed plan of all associated costs for how the network will be upgraded
during the contract term.
Proposals must include a detailed plan for how and when this technology refresh process
will occur during the contract term. This should be tailored to the specific technology
proposed. Proposals must also comply with the following:
An upgrade plan must be submitted in advance of any planned update, subject to

review and approval by ITPST.
Minimal interruption of service should occur during these upgrades.
Backwards compatibility must be provided for existing applications and services

as upgrades occur.
Upgrade plans will consider the specific product roadmap for the equipment
vendor(s) in the Proposal.
3.8 Customer Service and Technical Support Service

Respondents must include in their Proposal for customer service and technical support
via a call center or other mechanism. The general types of customer service and technical
support issues that must be supported are listed below. Note that this list should serve
only as a guideline for defining requirements. Respondents are encouraged to elaborate in
their Proposals on more detailed call types needed to meet the goals defined in the RFP.
Dealing with technical problems reported (technical support issues).
Support hours are expected to be 24x7x365.
The ability to report an issue and obtain a resolution via e-mail, web-based
interface and interactive messaging (“chat”).

A dedicated technical expert, with knowledge of all aspects of the system,

available to the team on a telephone basis, 24x7x365.
Proactive notification to for technical problems, outages and other issues affecting
the system via e-mail and Web interface.
In addition to the requirements stated above, Respondents are encouraged to elaborate in

their Proposals on the following issues:
Estimates for SLAs' for call triage, call response times, issue resolution times, and
similar obligations that can be committed to by the Respondent.
Any additional features and functions supported by their solution.
Any supported integration between the system and other Information Systems (IS),
customer relationship management (CRM) or other back office systems
Any additional features for knowledge management and/or other technologies that
will result in improved customer service and technical support.
3.9 Maintenance and Support, Warranty, Training

3.9.1 Maintenance and Support Services
The Proposal must include a section describing the maintenance and support
services to be provided under the contract resulting from the RFP. A minimum of
one (1) year of maintenance/support services, commencing on final acceptance of
the System, must be included in the fixed price cost proposal, with the price
identified in a separate line item.
3.9.2 Warranty
ITPST requires a warranty from the successful Respondent that covers the entire
system and all work that they provide Respondent under the contract resulting
from this RFP, including, without limitation: all software, equipment, cabling, and
other deliverables; network design and other designs and studies furnished and/or
used in the implementation of the System; and implementation/integration
services, construction services, and any other services required under the contract
resulting from the RFP.
The warranty will guarantee that the system will conform to the contract
statement of work and to all technical specifications, performance standards, and
designs for the system that are incorporated in the contract and/or furnished as
deliverable under the contract. ITPST expects a warranty period of at least two (2)
years, commencing on final acceptance of the system. The price of such a two-

year warranty must be included in the fixed price cost proposal, with the price
identified in a separate line item.
3.9.3 Training
ITPST requires that the training services described in Training Document Plan, in
accordance with the conditions there provided. Proposals should describe, and in
the Cost Proposal provide line item costs for, the training that the Respondent is
capable of providing, the training methodologies and materials to be used, and the
Respondent’s experience in furnishing the types of training requested. Proposals
should state clearly, whether each form of training requested will be offered in
accordance with the requirements.
3.9 Other Related Issues

Respondents must provide other details throughout the contract term. Specifically, these
must include the designation of a primary or single point of contact from the
Respondent’s company for all business and technology-related issues.

4. Technical Infrastructure Requirements

4.1 Development Technology
The system shall be designed based on a three-tier architecture as illustrated below. This
multi-tier architecture caters for scalability by separating the functionality of the
application into three logical tiers; namely the presentation, business logic and data layers.
The development and deployment platforms for the difference tiers are presented in the
table below.
Client LIFEXPRESS LIFEXPRESS CRM Database

(MobChan) of Clients
Client During Sales

Policy Process
LIFEXPRESS LSM
LIFEXPRESS
(MobChan)
Client
Existing
Closing the Policy Info-System
Sales/Deal
Presentation Business Logic Data
4.2 Software Development and Deployment Environment

Required
Software Presentation Tier Business Tier Data Tier
Architecture Client Application Server Database Server
Deployment Operating System: Operating System: Operating System:
Platform • Windows • Windows Windows 2000
CE 2000 Server Server
• Palm OS
Web Browser Web Server: Database:
• Internet • Apache • SQL Server
Explorer
Development Java Development Java Development SQL

Software Presentation Tier Business Tier Data Tier

Architecture Client Application Server Database Server
Platform Environment Environment
It is preferred to build the entire system based on the Java Development Environment
(JDE), as it is able to run on any mobile platform. The JDE platform takes advantage of
many features, such as "Write Once, Run Anywhere" portability and provides security
that protects data even in internet applications.
4.3 The Requirements of the Internet Service Provider

In order to access the system, an internet connection has to be established. The system
must be accessed over a GSM/GPRS wireless network, also accessible for the operation
in the international roaming capabilities covering the South East Asian region. Internet
Service Providers are requested to support in this area of infrastructure. A joint project
partnership between the providers of mobile device and the service providers is strongly
encouraged in this Proposal. Respondents need to specify details in this area.
4.4 Hardware Acquisition

The system requires a number of suitable hardware needed in order for the field staffs to
operate their business at their client or any remote location. Consequently, there are also
several hardware components required in the company to host such operations.
4.4.1 The Customer Relationship Management and Live Support

Management
The system needed will compromise the following:
1. A server that is able to hosted the function of the each system
2. The server rack and all other necessarily furnishings and equipments.
4.4.2 Mobility Channel

The system needed will compromise the following:
1. An enterprise server that is able to convert data into messaging and

support global carrier networks
2. Firewall capabilities
4.4.3 Field Staffs Operation

The device needed will be as follows:
1. A handheld gadget with global carrier network capability

5. Functional / Programming Requirements

The development in the functionality requirement of LIFEXPRESS shall focus on the
business process for the Company. These are categorised into three sections of
requirements; the CRM, LSM and MobChan server. The entire project will focus on
setting up the functionalities of LIFEXPRESS.
5.1 Customer Relationship Managements (CRM)

The LIFEXPRESS Customer Relationship Managements (CRM) must offers the essential
CRM functionality that manages business-critical human interactions occurring during
sales, marketing, and support cycles, in addition to offering leading edge group
collaboration tools to better manage these cycles.
LIFEXPRESS CRM provides a unilateral view for users to understand the status of people,
projects, sales, marketing and support efforts. The tabbed interface allows quick access to
specific data points, which can be tailored for each user to show only what they need to
interact with. This becomes the streamlined, efficient, centralized and better managed
business tool to improve the workplace. Wireless and mobile devices can interact with a
consolidated view of contacts, leads, opportunities, accounts, calls, and meetings.
LIFEXPRESS CRM’s desired components:
Home Page
A home page module, which will be the command centre to every user, including
the brokers and the Company showcasing the top-level important business matters
in an easy-to-digest format that allow specific activities, appointments, reports,
opportunities, tasks, open cases, assigned bugs, and pipeline reports in a quick
scan layout.
Portal Module
An expansion of the user interface to external web sites and applications,
consolidating the number of web based applications users visit by turning into an
all-encompassing business portal.
Contacts Module
A complete view of the contacts, providing more knowledgeable insight for
intelligent interactions, including advanced search and list screen that gives users
instant results for contact look-up, with a quick view of opportunities associated
to the contact, quotes the contact has involved with, the leads or interactions that
occurred before the contact became a customer, products the contact has bought,
contact relationships and direct reports with other contacts within an account. In
addition, a desire to have a built in matching logic for lead assignment and contact
associations to known accounts.

Accounts Module
For business to business, the Account Management tab is useful for gaining an in-
depth knowledge about key accounts by organizing the contacts and opportunities
associated to the account.
Activities Module
Ability to track all type of interactions through the Activities Module with data
entry tracking interactions, and quickly enter notes about an activity before
closing the task. Interaction that shall includes calls, meetings, emails, notes, and
tasks.
Email Module
Keep historical records of emails sent to and from contacts on the email tab.
Advanced archiving capability can quickly associate an email to a known record
in the system.
Calendar Module
The calendar module to show all planned interactions, meetings in a calendar
format - and integrates with a calendar system for synchronization with off-line
appointments.
Dashboard Module
The dashboard module presents real-time charts, sales and marketing reports as
important business indicators.
Reports Module
Build real-time business activity reports that are fully customizable. Get complete
understanding of activities measured by the contact, lead, opportunity or account
level. Publish, delete and set reports as templates, plus schedule running specific
reports.
RSS Module
Receive and view news feeds (RSS and ATOM) in this new module. Each user
can manage their own set of favourites to be displayed as My RSS News Feeds.
Cases Module
Track customer support cases and interactions. Collectively work on known
customer problems in a simple to use environment which tracks every step of
solving the problem. The Cases module integrates with the Bug Tracker,
Accounts and Contacts modules.
Bug Tracker Module

The Bug Tracker allows an organization to collectively work on known problems,

track the priority of the problem and the team assigned to fix it. The Bug Tracker
integrates with the case management tab in addition to contacts and accounts.
Quotes Module
Manage outbound customer quotes for detailed insight on presented quotes. A
one-click form designing a customer-ready quote based on the opportunity
information. Monitors close date, quote stage, estimated amount and associates
products, contacts, accounts, and activities to quote.
Products Module
The Products Module should allow administrative control over the products
offered, their set amount, tax and shipping, and available quantity. Monitor the
activity and account penetration by product. For business users, the products
module offers a top line summary of quoted, bid and sold products and the
correlation to accounts.
Campaigns Module
Manage, monitor and evaluate the marketing efforts. This tool has a built in auto-
tracker for online or email based campaigns
Documents Module
Provide a central repository for product briefs, data sheets, collateral materials
and other documents required by sales, marketing, and support teams.
Projects Module
Manage projects within the CRM with a group collaboration tool. Allows
organizations to define steps, establish timelines, and assign work to members on
any project relevant to end users.
Forecasts Module
The Forecast Module allows sales managers to calculate potential sales and
associated revenues based on projections from sales representatives related to
deals that are in their pipeline. This provides essential visibility and flexibility to
alter expected performance commits, help establish sales goals, and aid in
resource planning. Organize the feeds and turn on and off the views at user’s
discretion.

5.2 Live Support Management (LSM)

A hosted solution, the platform is desired to be a fully-integrated multi-channel
communications solution that facilitates real-time sales, customer service and marketing.
It must be able to deliver tools that support and manage all online customer interactions,
such as chat, email and self-service (knowledgebase) between a single, unified agent
desktop and the broker’s mobile device. These are the other functions required in the
system:
Chat Module
Email Module
Self-Service (Knowledgebase) Module
The LSM needs to strengthen customer loyalty and increase satisfaction levels while
improving agent productivity and lowering service costs. Providing live support between
the brokers and the Company allows them to connect with the policy analyst, receiving
instant answers to their inquiries. Behind the scenes, the solution’s single agent desktop
promotes multi-tasking and embedded productivity tools speed time to resolution,
allowing concurrent sessions unlike telephone calls, which agents can only handle one-at-
a-time, this solution supports concurrent chat sessions.
Predefined scripts and phrases (canned answers):

These act as a form of Frequently Asked Questions (FAQ). By using a library of
scripted messages and answers, the company can quickly service on site brokers
during chat sessions.
Co-browsing and form sharing: (shared workspace)

Viewing web pages from the same vantage point as brokers makes it possible for
policy agents to deliver step-by-step instructions and precise navigation paths to
follow.
Push pages, forms and supplemental information:

With push-page technology, the company can remotely guide brokers to web
pages and forms. During chat sessions, agents can gently push web pages to
visitors, directing them to the information they’re seeking.
Chat history and page viewing:

Gain valuable customer intelligence and assess behavioural patterns by viewing
past chat conversations, pages visited and shopping cart items.
Alert engine with dynamic content:

Sophisticated message alert technology notifies agents when key visitors, such as
respondents to marketing campaigns, who come to your site.

5.3 Mobility Channel (MobChan)
The diagram illustrates on how the system would function. Basically, in the Mobility
Channel, it concerns most between the Information System (CRM, LSM) and the mobile
enterprise server, before transmitting the data out to the internet and received on the
mobile gadget. In addition, this allows organisations to create end-to-end wireless
connectivity solutions for a host of enterprise applications and systems. Key elements of
the Mobile Enterprise Solution architecture include:
Robust server software that provides advanced security features and acts as
the centralized link between wireless devices, applications and wireless
networks.
Support for Wireless Local Area Networks (WLANs) and global carrier
networks that is available around the world on the following network
technologies, such as:
CDMA
GSM™/GPRS
Mobitex®

6. Integration Requirement
6.1 Overview of Database Access and Integration Services
This section introduces various issues of relevance to database access and integration
services that existed in the current information system of the Company. Most of the
clients’ database is stored in a common access and centralised location accessible by all
the existing information systems, according to the access level of the staffs. In the desired
system, the system is proposed to share and integrate with other information systems. As
such, it is important that the Respondent designing for the software architecture is careful
to define its scope and evolve its activities taking full account of:
The wide range of different requirements and potential functionalities of services, and the
relationship between database and other services supported within the Company
6.2 Data Access Control

One of the principal aims of the system is to make data more accessible and mobile.
However, there is a need in almost every science discipline to limit access over some data.
The system must provide controls over data access to ensure the confidentiality of the
data is maintained, and to prevent users who do not have the necessary privileges to
change data content.
In the system, it must be possible for a data owner to grant and revoke access permissions
to other users, or to delegate this authority to a trusted third party or data custodians. This
is a common requirement for data owned or curated by an organisation
The system must provide the ability to control access based on user roles as well as by
named individuals. Role based access models are important for collaborative working,
when the individual performing a role may change over time and several individuals may
perform the same role at the same time. Role based access is a standard feature in most
database management systems. It is commonly exploited when the database contains a
wide subject content, sub-sets of which are shared by many users with different roles. For
access controls to be effective it must be possible to grant and revoke all types of
privileges dynamically. It must also be possible to schedule the granting and revoking of
privileges to some point in the future, and to impose a time constraint, e.g. an expiry time
or date, or access for a specified period of time.
6.3 Integration of Applications

The existing platform of the other existing IS are built based around The Java 2 Platform,
Enterprise Edition (J2EE). In addition, the existing J2EE platform is a simplified
enterprise application which is a standardised, modular components, by providing a
complete set of services to those components, and by handling many details of
application behaviour automatically, without complex programming. Furthermore, as a

single standard, it can sit on top of a wide range of existing enterprise systems, such as
the existing database management systems and other existing IS.
Hence, Respondents are expected to integrate the desire system accordingly to this
platform and the system has to be a modular as a whole architecture in their RFP. More
information on this will be release as interested Respondents are planning to correspond
to this section of the RFP.

7. Project Management
7.1 Administration
Respondents must comply with all administrative requirements for this RFP provided in
this section. Furthermore, the Respondents must refer to the appendix for more
instructions.
7.1.1 Respondent Registration

ITPST requires that all prospective Respondents register with the University of
Wollongong, by signing the attendance sheet and any additional registration
documents required by ITPST at the Pre-Proposal Meeting. ITPST too will
exercise reasonable efforts to ensure that all Respondents attending the Pre-
Proposal Meeting and registering as described will receive notices to the RFP that
are issued by ITPST. The team accepts no responsibility with respect to such
notices for Respondents that have not registered.
A Respondent’s failure to comply with this registration requirement may result in

rejection of its Proposal without further consideration. ITPST also anticipates that
this RFP will be made available to prospective Respondents and others by posting
it on the website. Proposals must be submitted in accordance with this section,
and may not be submitted by electronic mail or any form of communication with
or through the web site.
7.1.2 Pre-Proposal Meeting

A Pre-Proposal Meeting to review the requirements of this RFP will be held in the
University of Wollongong, New South Wales on December 18, 2005 starting at
2:30 PM (GMT +10:00).
Attendance at the Pre-Proposal meeting is strongly encouraged. ITPST

reserves the right, in its sole discretion, to reject without evaluation the
Proposal of any Respondent that does not attend the meeting.
Attendees are expected to be present for the entire meeting. All questions,
requests for clarification, and requests for additional information regarding this
RFP must be submitted to the Primary Contact not later than November 01, 2005
by 5:00 PM (GMT +10:00). All such questions and requests must be submitted in
writing, by facsimile, Australian Post, private delivery service, or hand delivered
(submissions by electronic mail or by any form of communication through the
web site are not acceptable, and may, in the sole discretion of ITPST, be
disregarded).

Responses to such questions and requests shall be at the sole discretion and
nothing in this RFP shall create an obligation by ITPST to respond to the
submitting party or at all. In addition, more information will be released during
the pre-proposal meeting.
7.2 Responsive
Proposals must satisfy all requirements set in this RFP. Any Proposal that does not
adhere strictly to RFP requirements may be rejected, as not responsive to the RFP
without further consideration. Proposals will be evaluated, in part, according to whether
the Respondent meets the qualifications described in the RFP and submits a Proposal
complying with all RFP requirements.
The team reserves the rights to determine whether any deviation(s) from or exception(s)
to RFP requirements make the Proposal non-responsive or otherwise unacceptable, such
that the Proposal will be rejected without further consideration.
7.3 Acceptance of the Terms and Condition of this RFP

All Proposals submitted by Respondent are subject to the terms and conditions set forth
in this RFP. The Respondent, by signing and submitting its Proposal, and/or submitting
its Proposal and signing the Proposal agreement letter, Agreement Letter, expressly
acknowledges and agrees to all terms, conditions and requirements contained in this RFP.
7.4 Proposal Submission, Evaluation and Selection

7.4.1 General
ITPST reserves the right to reject all Proposals and reissue this RFP at any time
prior to execution of a final contract; to require, in any RFP for similar products
and/or services that may be issued subsequent to this RFP, terms and conditions
that are substantially different from the terms and conditions set forth in this RFP;
and/or to cancel this RFP with or without issuing another RFP.
7.4.2 Rights and Options Reserved

ITPST reserves and in its sole discretion may, but shall not be required to,
exercise the following rights and options with respect to the Proposal submission,
evaluation and selection process under this RFP:
To reject any Proposals if, in ITPST’s sole discretion, consider the

Proposal is submitted incomplete,
Proposal is not responsive to the requirements of this RFP, the

Respondent does not meet the Qualifications set forth in the RFP,
or it is otherwise in ITPST’s best interest to do so.

To supplement, amend, substitute or otherwise modify this RFP at

any time selection of one or more Respondents for negotiation and
to cancel this RFP without issuing another RFP.
To accept or reject any or all of the items in any Proposal and

award the contract in whole or in part if it is deemed in best
interest to do so.
To reject the Proposal of any Respondents that has been delinquent

or unfaithful in the performance of any contract with the team or
with is financially or technically incapable or is otherwise not a
responsible Respondent.
To reject as informal, non-responsive, or otherwise non-compliant

with the requirements of this RFP any Proposal which is
incomplete, is not in conformity with applicable law, is
conditioned in any way that is unacceptable, deviates from this
RFP and its requirements, contains erasures, ambiguities, or
alterations, or Proposes or requires items of work not called for by
this RFP.
To waive any informality, defect, non-responsiveness and/or

deviation from this RFP and its requirements that is not, material to
the Proposal.
To permit or reject, amendments (including information

inadvertently omitted), modifications, alterations and/or
corrections of Proposals by some or all of the Respondents
following Proposal submission.
To request that some or all of the Respondents modify Proposals

based upon ITPST’s review and evaluation.
To request additional or clarifying information or more detailed

information from any Respondent at any time, before or after
Proposal submission, including information inadvertently omitted
by the Respondent
7.4.3 Contract Negotiation and Award

ITPST reserves and in its sole discretion may, but shall not be required to,
exercise the following rights and options with respect to the contract negotiation
and award process resulting from this RFP. ITPST reserves the right to enter into
post-submission negotiations and discussions with any one or more Respondents
regarding price, scope of services, and/or any other term of their Proposals, and
such other contractual terms as the team may require, at any time prior to
execution of a final contract.

ITPST may, at its sole election, enter into simultaneous, competitive negotiations
with multiple Respondents or negotiate with individual Respondents.
Negotiations with Respondents may result in the enlargement or reduction of the
scope of services, or changes in other terms that are material to the RFP and the
submitted Proposals. In such event, ITPST shall not be obligated to inform other
Respondents of the changes, or to permit them to revise their Proposals in light
thereof, unless ITPST, in its sole discretion, determines that doing so is in
ITPST’s best interest.
In the event negotiations with any Respondent(s) are not satisfactory, ITPST
reserves the right to discontinue such negotiations at any time; to enter into or
continue negotiations with other Respondents; to enter into negotiations with
firms that did not respond to this RFP and/or to solicit new proposals from firms
that did not respond to this RFP, including but not limited to negotiations or
proposals for components of the LIFEXPRESS system. ITPST reserves the right
not to enter into any contract with any Respondent, with or without re-issue of the
RFP, if ITPST determines that such is in the ITPST’s best interest.
7.4.4 Proposal Evaluation

Proposals ITPST determines, in its sole discretion, are responsive to the RFP will
be reviewed by a selection committee designated by ITPST. ITPST, in its sole
discretion, may require any Respondent to make one or more presentations of its
Proposal to the selection committee, at sites designated by ITPST, at no cost to
ITPST, addressing its ability to satisfy the requirements of this RFP. ITPST shall
not be required, however, to permit any Respondent to make such a demonstration.
Cost to ITPST is a material factor, but not the sole or necessarily the determining
factor in Proposal evaluation. ITPST may, in its sole discretion, award a contract
resulting from this RFP to a person or entity other than the responsible and
qualified Respondent submitting the lowest price. The contract will be awarded to
the Respondent whose Proposal ITPST determines, in its sole discretion, is the
most advantageous and serves the best interest to ITPST.
Proposal evaluation will include evaluation of the Respondent’s qualifications,

and such other information and investigations as ITPST deems necessary and
appropriate; and evaluation of the Respondent’s technical solutions and Cost
Proposals. ITPST, in its sole discretion, may, but shall not be required to, reject
without further consideration the Proposal of any Respondent that has not
demonstrated, in ITPST’s sole judgment, that it satisfies the qualifications criteria
provided in the RFP. ITPST reserves the right, in its sole discretion and without
notice to Respondents, to modify this evaluation procedure as it may deem to be
in ITPST’s best interest.

Evaluation factors to be considered by ITPST include, but are not limited to, the
following (in no particular order of importance, weighting, or other priority is
assigned to these factors or reflected by their order in the list):
1. Project understanding and soundness of proposed project methodology,

including but not limited to the detail and accuracy of the proposed scope
and statement of work and implementation plan.
2. The impact of the proposed solution on the operations of ITPST, and the
demonstrated.
3. The ability of the solution to enhance operational efficiency and

effectiveness.
4. The Respondent’s financial and technical qualifications to perform the

work required by the RFP, as presented in its Proposal and determined by
any other investigations conducted or information obtained by ITPST.
5. References provided by the Respondent, particularly from projects of

similar complexity and scope.
6. Commitment and ability to complete the project within the time frame
specified in the Proposal.
7. The Cost Proposal, including long-term cost of any license fees, recurring
maintenance and support costs, and other fees.
8. Demonstrated ability to provide technical solutions comparable to those

requested in this RFP.
9. Compliance with RFP Requirements, including, but not limited to, the
ability of the specific solution (design(s), equipment, software and
services) proposed to satisfy the RFP’s functional, performance, and other
requirements for the System.
10. The performance, reliability and scalability of the proposed System.
11. Any other factors ITPST considers relevant to the evaluation of the
Proposal.
7.4.5 Major Contractor Responsibility

All subcontractors will be subject to approval by ITPST. Prior to contract
execution, the successful Respondent will be required to furnish the corporate or
company name and the names of the officers and principals of all subcontractors.
Not with standing any such approval by ITPST, the successful Respondent shall

itself be solely responsible for the performance of all work set forth in any
contract resulting from the RFP, and for compliance with the price and other
terms provided in the contract. The successful Respondent shall cause the
appropriate provisions of its Proposal and the contract to be inserted in all
subcontracts.
The team’s consent to or approval of any subcontract or subcontractor proposed

by a Respondent shall not create or purport to create any obligation to any such
subcontractor, or any form of contractual relationship or relationship of privacy
between ITPST and the subcontractor. Any Respondent who obtains such
approval or consent of the team shall be required to insert a clause so providing in
all subcontracts.
7.4.6 Withdrawal and Modification of Proposal

Respondents may withdraw or modify their Proposals at any time prior to the
Proposal Submission Date provided, Proposal Submission Date, by written notice
of withdrawal or written submission of the modification, signed in the same
manner and by the same persons who signed the Proposal. Such written notice
must be addressed to ITPST’s Primary Contact as specified
7.4.7 Agreement Letter
A signed original Agreement Letter, on the firm letterhead of the Respondent, and
Respond to RFP shall accompany the whole documentation. The original letter
shall be signed by a person with authority to bind the Respondent to all terms of
the Proposal. Submission of the signed letter with the Proposal constitutes the
Respondent’s acceptance of all terms, conditions, and requirements of the RFP,
and further binds the Respondent legally to all terms of the submitted Proposal.
The Agreement Letter shall include all of the following:
The name, street address, mailing address (if different), email

address, telephone number, facsimile number, and web site address
(if any) of the firm submitting the Proposal.

address, telephone number, and facsimile number of the person to
contact in connection with the Proposal.
The title of the RFP, as set forth on the cover page of the RFP.
The following statement.

By this letter, [insert company name of Respondent]

submits its Proposal in response to ITPST Request for
Proposals for the LIFEXPRESS system.
By signing this letter, the undersigned binds [insert

company name of Respondent] to all terms of the Proposal;
represents and warrants that s/he has the authority to so
bind [insert company name of Respondent]; and
acknowledges that [insert company name of Respondent]
and the undersigned each understands and accepts the terms,
conditions, and requirements of the foregoing Request for
Proposals.
A statement that the Proposal remains open and valid until at least one
hundred and eighty (180) days upon receipt of the proposal.

8. Reference
Please note, in an actual RFP, there is no referencing. We are including this section
because this is an academic exercise and we are using external ideas and examples from
the real world and other related documents to aid us in building this Request for Proposal.
Here are the lists of referencing we have been using in building this RFP:
1. Abdul Aziz N, Hoh Whay, L, Osman, M. A., (2005), Interim Report, University
of Wollongong, Published: 27th September 2005



www.blackbery.com [Accessed 30 May 2006].
6. Breen Advertising Media, Letter: Tender for the updating and redesigning of
Hougang Town Council Website, Date: 18th February 2003
7. Coltman T., Hyland P. 2005, IACT451 Lecture Notes, UOW, Australia

9. Citrus College ERP, RFP Information and Documents, Updated: 7th February
2005, [Online], Available: http://www.citruscollege.edu/erp/rfp.htm, [Accessed:
30 May 2006]
Proposal
South Western, USA

www.primavera.com/files/magazine/Triple_Constraints.pdf [Accessed 30 May
2006].

http://www.gantthead.com/article.cfm?ID=144029 [Accessed 30 May 2006].
14. Nokia, [Homepage of Nokia], [Online]. (2005). Available: http://www.nokia.com

[Accessed May 30, 2006 ].
15. Northern Illinois University, Request for Proposal: University Information
System ERP Solution – RFP Number: R51473, Date of Issues: May 9th, 2005.

www.palmone.com [Accessed 30 May 2006].
17. Oracle PeopleSoft, [Homepage of Oracle PeopleSoft], [Online]. (2005).

Available: http:// www.peoplesoft.com [Accessed30 May 2006].

www.oracle.com [Accessed 30 May 2006].

www.telstra.com.au [Accessed 30 May 2006].

River, New Jersey
22. Wireless Philadelphia, (2005), Request for Proposal for a Citywide Wireless
Network, [Online], Avalaible: http://www.phila.gov, [Accessed: 30 May 2006]
23. State of Utah, Request For Proposal for Voting System/Equipment, Issued July 9,
2004, [Online], Available: http://purchasing.utah.gov/BidHeaders/8750.pdf,
[Accessed: 30 May 2006]

http:// www.4pm.com [Accessed 30 May 2006].

9. Appendix
9.1 The Flow Chart for RFP
RFP Issued Out To Public
Public will visit the website to

get more information
Respondent Registration
through attendance sheet &
other documentations
Pre-Proposal meeting
Acceptance of the Terms and

Condition of this RFP through
an Agreement Letter
Proposal Submission
If changes
required
Proposal Evaluation Process
If changes
required
Proposal Selection Announced
Project Meeting
If changes
If changes required
required Final Meeting
Project Starts

9.2 Registration Letter

Below is a sample registration letter that each Respondent needs to submit to the RFP
requirements at the initial stage.
RPF Registration Letter
Name of Organization:
Address:
Contact Person:
Phone:
Fax:
E-mail:
Nature of Business:
Intended to respond to which section of the RFP:

9.3 Agreement Letter

The Agreement Letter shall include all of the following:

address, telephone number, facsimile number, and web site address
(if any) of the firm submitting the Proposal.

address, telephone number, and facsimile number of the person to
contact in connection with the Proposal.
The title of the RFP, as set forth on the cover page of the RFP.
The following statement.
By this letter, [insert company name of Respondent]

submits its Proposal in response to ITPST Request for
Proposals for the LIFEXPRESS system.
By signing this letter, the undersigned binds [insert

company name of Respondent] to all terms of the Proposal;
represents and warrants that s/he has the authority to so
bind [insert company name of Respondent]; and
acknowledges that [insert company name of Respondent]
and the undersigned each understands and accepts the terms,
conditions, and requirements of the foregoing Request for
Proposals.
A statement that the Proposal remains open and valid until at least one
hundred and eighty (180) days upon receipt of the proposal.
Followed by the proposal submission report and all of these are to be

submitted together.
These three documents are required for every

respondent who wish to successfully participate in the
RFP process;
1. Registration Letter
2. Agreement Letter
3. Proposal Submission

IACT451 IT Project
Implementation Plan (Spring Session)
Version 1.0
Lasted Update:
Prepared By:
The Implementation Plan is intended solely for XYZ Insurance’s information and her
perspective stakeholders. The information given here is to the best of our knowledge. The
contents of this Implementation Plan are confidential and not to be reproduced without
expressed written consent.

Amendment History

Number Change By

1 First Draft
Second, Editing the

Nurhazman September Md. Aidil Md Aidil
2 Grammar, Shaping
Abdul Aziz 20, 2005 Osman Osman
up
Checking for Nurhazman September LOH Hoh Nurhazman

3
Peter
4
Coltman

5 Final Draft

Distribution List
Names Title

Table of Contents
1. Introduction..................................................................................................................... 6
1.1 Purpose of Implementation Plan............................................................................... 6
1.2 System Overview Plan.............................................................................................. 6
1.2.1 System Description ............................................................................................ 7
1.2.2 System Organisation .......................................................................................... 9
1.3 Project References .................................................................................................... 9
2. Management Overview................................................................................................. 11
2.1 Description of the Implementation ......................................................................... 11
2.2 Point of Contacts..................................................................................................... 12
2.3 Major Task .............................................................................................................. 12
2.4 Implementation Schedule........................................................................................ 13
2.5 Security during Implementation ............................................................................. 15
2.5.1 Integrity of Data............................................................................................... 15
2.5.2 Confidentiality of Data .................................................................................... 15
2.5.4 The Network Infrastructure.............................................................................. 16
3. Implementation Support................................................................................................ 17
3.1. Hardware, Software, Facilities and Materials Support .......................................... 17
3.1.1 Hardware Support ............................................................................................ 17
3.1.2 Software Support ............................................................................................. 17
3.1.3 Facilities Support ............................................................................................. 18
3.1.4 Material Support .............................................................................................. 18
3.2 Personnel................................................................................................................. 19
3.2.1 The Implementation Support Team ................................................................. 19
3.2.2 Personnel Requirements and Staffing.............................................................. 19
3.2.3 Training of Implementation Staffs................................................................... 19
3.3 Performance Monitoring......................................................................................... 19
3.4 CM Interface ........................................................................................................... 20
4.0 Implementation Requirements by Site........................................................................ 20
4.1 Site Name or Identification for Site ........................................................................ 20
5 References...................................................................................................................... 25

private companies.

1. Introduction
1.1 Purpose of Implementation Plan
The purpose of this implementation plan serves as a brief pre-guide to illustrate the
operation plan for the implementation phase of the project. This plan will cover briefly its
system overview, giving an illustration to the system description and organisation to the
project reference. This plan is also referenced to other documentation such as the Interim
report (also known as business case report), Request for Proposal (RFP), Evaluation and
Project Closure report, System Manual and Training Plan.
Apart from that, a brief explanation on the management overview is discussed in this plan,
illustrating the description of the implementation plan, major task, schedules and the
security factors. The implementation support and requirement by the site will also
support the brief idea on the illustration of the implementation’s direction. It is highly
recommended these sections are referenced to the system manual and training plan for in-
depth understanding.
1.2 System Overview Plan

LIFEXPRESS (the system) uses the most advanced software and mobile communications
technologies available in the world today. Apart from just the Internet, LIFEXPRESS will
fully utilise the mobile bandwidth as it is an alternative medium for communication and
sales operation in Australia, as well as in South East Asia. This enables personnel, both
internal and external to XYZ Insurance (the organisation), to have access to any business
function from anywhere in the world. This has brought a number of benefits:
• Remote access to information anytime and anywhere. A field broker with a laptop
and mobile phone can connect remotely and conduct business functions, policy
orders, print invoices, request policy figures or even an analysis over their client’s
policy instantly. Furthermore, the field sales concept will be at a much better
leverage with the advent of mobile technology, such as personal digital assistant
(PDA). They can even conduct a real time analysis to close a sale on the field
instantly.
• Virtual office portability. LIFEXPRESS is a thin, mobile client solution. This

means the transfer between the host computer system and the ‘remote’ user is
extremely fast by using nothing more than a standard web browser. With
portability in the virtual office, the organisation which is only left with the
expansion in the network connection to a remote location, need to invest only in a
connection to their local Internet Service Provider (ISP).

• Easy-telecommuting.LIFEXPRESS is able to perform onsite communication

between the policy analysis and the onsite brokers, resulting in huge cost savings
in terms of communications and time consumed in analysing the client’s profile.
1.2.1 System Description

LIFEXPRESS integrates existing corporate insurance systems and applications to
orchestrate and automate end-to-end operational processes, resulting in applications
that encompass the insurance business and the customer.
LIFEXPRESS offers three process-centric solutions designed to reduce operational

costs and improve customer satisfaction: LIFEXPRESS Customer Relationship
Management (CRM), LIFEXPRESS Customers Support Management (CSM) and
LIFEXPRESS Mobility Channel (MobChan).
MobChan
CRM
CSM
Policy Analysts &

Management Staff
IFEXPRESS Solutions
Existing Information Systems
IFEXPRESS Solutions integrating with

your current insurance system at a single point
view. Insurance Brokers
LIFEXPRESS takes enterprise solutions to the next level to include process-based

applications that solve specific business and industry requirements. Moreover, as a
mobile professional, the job does not end when they leave the office – that’s when it
begins. Whether onsite with a customer, be it in a farmyard, across the street, they
need to stay connected during the sales process.
LIFEXPRESS MobChan is a solution that can take sales and service information on
the road and in the office. Core legacy and third-party systems are directly integrated
into the intelligent business processes to cost-effectively extend the value of existing
investments, shelter users from underlying system complexity, and improve business
agility. The component-based design, robust integration functionality, library of
adaptable insurance process models, and configurable insurance desktop ensures
rapid time to value, dramatically reducing IT expense.

LIFEXPRESS's process and rules driven solutions enable insurers to automate their
best practices and lower their combined ratio measurably by:
reducing training efforts, errors and productivity leakage

increasing servicing quality and policyholder retention
reducing claims cycle times, fraud and litigation costs
increasing inbound and outbound marketing effectiveness
reducing IT costs while increasing business agility
LIFEXPRESS Customer Relationship Management (CRM) manages business

processes spanning sales, support, and marketing, creating effective customer
interactions. Given the purpose of CRM, the functionality is straightforward, and the
benefits of successful deployments clearly generate value and profitability for any
company. Great CRM solutions need to encourage users to interact with the
application as well as be in-tune with the business and IT cost-saving needs.
LIFEXPRESS Customer Relationship Management provides a powerful solution built
on a pure open source stack, offering functionality constructed by the best open
source CRM experts from around the world. The LIFEXPRESS Customer
Relationship Management is CRM's vanguard CRM solution that understands today's
business demands. LIFEXPRESS CRM provides a complete set of solutions to deliver
the best CRM solution based on your needs.
The LIFEXPRESS Customers Support Management features packed live support

software for increasing sales, providing technical assistance and increasing
customers’ satisfaction by delivering Live Help Customer Service. It is all about the
communication during the sales process between brokers and policy analysts. Here,
once a potential customer has decided to purchase a policy, brokers will submit the
relevant documents through this system for processing. In a short period of time, the
customer will be able to know their results.

1.2.2 System Organisation
Graphical Organisation of LIFEXPRESS
The new LIFEXPRESS will be built on top of the existing Information System
architecture. The new system consists of 3 parts, that is, the CRM, LSM, and
Blackberry Servers. Brokers connect to the Company via the new system through the
use of mobile devices. There are three methods to connect to the Company IS. The
project team strongly suggests using a Blackberry device to fully utilize the potential
of the new features. Other methods to connect are through a laptop with mobility
connection or Blackberry Compatible devices.
1.3 Project References

The references for this implementation plan is in the previous reports and studies, which
is listed below:
Interim report (Business Case Study)

The interim report will give a detailed outline on the current situation of the
client’s organisation, including the business process and the financial aspect of the
project. The costs associated with the project have also been included to show the
feasibility of the projects. The aspects in the section include professional fees,
Return on Investment, Net Present Value, Discounts and cost projection. Overall,
the interim report gives a brief picture of a business case that will be taken by
both parties on the development and implementation of LIFEXPRESS, bringing a
new re-engineered business –centric process through mobile commerce.

Technological Study
The technological studies are outlined in the memo of the project. It is subdivided
conducted into several categories:
The Software System (Customer Relationship Management, Live

Support System, Operating Systems, etc.)
The Hardware (Servers, Routers)
The Mobile Gadget (Personal Device Accessories, Mobile Phones)
The Network Infrastructure (3G, GSM)
The Integrated Solution
The LIFEXPRESS system is built upon and operates incorporating the five
categories of the technological studies.
Feasibility Study
In the feasibility study, a number of subjects have been identified based on the
following needs of the organisation:
improved product distribution

reduce internal cost
increased cross selling of products
exploitation of new web-based technologies
From this study, a desired system solution has been derived and implemented
with these following listed:
a new method for brokers to conduct business

develop a thorough customer financial profile
identify and explore the organisation’s most appropriate products
to close the sale onsite with all necessary documentation.
Request for Proposal

In the Request for Proposal (RFP) of the project, the structure of the project is
discussed in detail. The overall project management has also been discussed with
much detail based on the desired plan for the project to be initiated. In addition,
the desired requirements have been briefly explained and requested in that report.
Training Plan
The purpose of this plan is to present the goals, approach, and plans for
LIFEXPRESS training to XYZ Insurance end users and equip them with the
necessary knowledge to operate the system with minimal support from support
staff. LIFEXPRESS Training program will impart business process and application
skills on the target audience to ensure a successful implementation of the project.

2. Management Overview
2.1 Description of the Implementation
The implementation will take place once all the vendors are ready to send over the
equipment to ITPST who will then proceed with pre-installation in-house. If the system is
newly constructed, an in-house test will be done to the system before installing at the
installation site. Basically, it will be a new constructed system in this organisation. The
illustration below will illustrate the implementation in detail:
ITPST will be review Analysis and submit the

the organisation details and orders to the
infrastructure respective vendors
In-house pre-installation Vendors received and

and testing send the order purchase
to ITPST
Pre-check and do a back

Deliver to client up on the existing
system and database
Initial test run Install and configure the

system
Succeed Start Training the Staff
Operationally Rectify, service and Feedback & Survey

ready maintenance
Flow Diagram of the Implementation Plan

2.2 Point of Contacts

The name, address and contact information for the ITPST’s Primary Contact for this
implementation plan are as followed:
Md. Aidil Osman

Telephone +61 2 4221 3555
All enquiries, questions, request for clarification and request for additional information,
regarding this implementation plan must be submitted in writing or e-mail, not later than
two weeks before the submission dateline. If any inconsistencies are found in the
implementation plan, he/she is requested to notify ITPST.
2.3 Major Task

As this implementation plan describes a critical examination of the development and
implementation in the deployment of the system, ITPST shall undertake in detail tasking
allocation in the action to further strengthen the implementation process. Thus, a number
of major tasks will be discussed in this section. The tasks discussed here are not site-
specific, but as a generic or overall project tasks that are required to address each
situation. They include the following information for the description of each major task,
if appropriate:-
Providing overall planning and coordination for the implementation

ITPST will provide the overall planning and coordination for the
implementation of the system. In order to work efficiently, ITPST will work
hand in hand with the technical support personnel of the client’s.
Providing appropriate training for personnel

Apart from that, ITPST will conduct an appropriate training for the personnel
at a number of different end users. Given the first priority, the technical
support personnel will be fully trained on both usage aspect of the system
while the brokers will be trained according to their job scope, and the policy
analyst following next. Of course, other staffs and stakeholders will be given a
familiarised training too.
Ensuring all manuals applicable to the implementation are available

when needed
The system manuals, system help function, training and system
documentations are all ready to support the implementation process. These
materials will be handed over to the technical support to aid them in the
system operation.

Providing all needed technical assistance

ITPST will manage all the technical assistance, requested by the client. If the
assistance could not solve the problems, these issues will be quickly escalated
to the proper vendors that are supplying part of the system infrastructure.
Performing site surveys before implementation

Before implementing, ITPST will perform a site survey to ensure all the
prerequisites have been fulfilled and meet the requirements of the overall
system’s specification. Other details will also be noted down to make sure that
the system will be integrated well during and after the implementation occurs.
Providing personnel for the implementation team

During the implementation phase, ITPST will provide a team of personnel to
the site’s operation for at least 6 months. These personnel will ensure all the
operations are escalated smoothly. Apart from that, these personnel will be the
first point of contact in the support operations. If these personnel are unable to
solve the problem or situation, the support will be upgraded to level 2 or even
to level 1, where the whole ITPST team vendors attend to the problem.
Acquiring special hardware or software

ITPST will identify the special hardware or software to be used in this system.
Once ITPST has identified and planned to integrate it into the system or
current system, ITPST will send out the appropriate Request for Proposal to
purchase the particular equipment and all the technical support for that
equipment.
Performing data conversion before loading data into the system

Before the implementation takes place, ITPST will conduct a data backup in
the database server and perform data conversion before loading new data into
the system. The space creation for the application and database files on the
machines will be handled by ITPST.
Preparing site facilities for implementation

ITPST will plan and prepare the location and installation of the hardware,
together with the installation of all the server software and configuration of
directories for application and servers (connection to database, setting defaults
and verification of connection to database). ITPST will also create the initial
account for staffs to work on.
2.4 Implementation Schedule

In this section, a schedule of activities to be accomplished is provided during
implementation in chronological order, with the beginning and end dates of each task.

Installation
Install Lifexpress 24 hours
Includes Lifexpress CRM, LSM, Mobchan
Includes integration with XYZ ERP system
Includes migration data for up to 2 million
customers
Includes integration with Exchange/Outlook
Initial Configuration
Setup Users and Security for 1500 of XYZ staff 3 days
Needs Analysis
Initial Needs Analysis for Organization-wide issues
Staff Meetings and Project Review 16 hours
Preparation of Functional Specifications 16 hours
Staff Review and Final Project Outline 6 hours
Workflow Needs Analysis
Preliminary Workflow Design
Each Additional Workflow Design 8 hours
( Design/Develop/Implement/Test ) 24 hours
Training
Super User Training 12 hours
Supporting Lifexpress System
Trainer Training 18 hours
Intro & Using to Lifexpress
User Training 8 hours
Introduction to Lifexpress System
Intro & Using to Lifexpress CRM Module
Intro & Using to Lifexpress LSM Module
Intro & Using to Lifexpress Mobchan Module

2.5 Security during Implementation

The overview system security features and requirements will be included during the
implementation as appropriate:
2.5.1 Integrity of Data

The integrity of data is intended to assure that information flow through the
system is accurate, reliable and timely. It also means only the persons with the
appropriate authority have access to the data either for viewing or modifying the
data in the system. The system implementation conforms to the Organisation
Information Architecture principle regarding protection, access and integrity of
data. The system security measures will be utilised to its fullest to provide access
to specific data only to persons with appropriate authority. Logging in security is
based on user identification and passwords.
The system’s use of effective dates will ensure the timeliness of the data, allowing
entered data to take effect precisely when intended. This application includes
extensive edits, which will prevent the entry of inaccurate data into the system.
Business processes will be developed in conjunction with the system
implementation to assure that data are entered and updated in a reliable and timely
manner.
2.5.2 Confidentiality of Data

The confidentiality of the data plays major roles in the information flow through
the system as the system is built for the insurance industry. Medical, financial and
personal records are kept in the system database once the onsite brokers update or
make an entry during the appointment with their clients. Clients are expecting that
the organisation look seriously into these matters, both in the physical and re-
engineered process.

Access Level Given
Clients
Other staffs
Brokers
Policy Analysts
System Administrator
Figure: Individual Access Level
The initial steps taken by this system is according to the access level given by
system administrator. The administrator, of course will have the overall bird’s eye
view of the system as well as the information flow in the system. Following the
next department is the policy analysts, who will certify the organisation’s client’s
application as to whether it is approved, rechecked and even rejected. Thirdly are
the onsite brokers, who are the first point of contact to the clients. The brokers
will have certain limitations as each broker is specifically restricted only to view
their own clients’ profiles, due to the personalised login of the systems. The figure
above illustrates a brief access level given to the organisation.
2.5.4 The Network Infrastructure

Another important issue to be reflected during the implementation plan is on the
network infrastructure. This system does not only communicate with the
organisation or only through wired network (Intranet/Internet). The information
flow can also be through mobile network coverage. Together with the tender
Internet Service Provider (for the mobile access), this system will be studied and
observed further in depth for mobile security loopholes.
As the initiative listed in the Request for Proposal, the service provider, mobile
Respondent and software Respondent are to demonstrate and address the security
issues during the process of information negotiating, following the standards
available in the market.

3. Implementation Support
3.1. Hardware, Software, Facilities and Materials Support
3.1.1 Hardware Support
Installation of the hardware
Once the chosen Respondents for individual components have sent
the requested hardware, this hardware will be installed at the
servers’ side by the ITPST installation team. Every single
synchronisation, integration and operation of the hardware will be
handled by ITPST.
ITPST will give the second level of support when the organisation
administrator is unable to solve and rectify problems.
Maintenance of the hardware

During the implementation, the implementation team will do a
weekly check to ensure that the operation goes on smoothly for the
first 6 months. At this point of time, the team will follow closely
on the development of the system.
After this phase, the organisation’s system administrator will be

well-trained to handle this system. Thus, the implementation team
will be needed on an ad-hoc basis when the administrator is unable
to solve and rectify anomalies. The breakdown and servicing for
the hardware components can be escalated directly to the vendors,
especially for mobile devices, that is used by the onsite brokers.
3.1.2 Software Support

Installation of the Software
ITPST will do the first point of installation of all the software that
is needed to be installed into the system. The implementation team
will ensure that all the existing software and the database are able
to work functionally. Every single synchronisation, integration and
operation of the hardware will be handled by the ITPST.
ITPST will give the second level of support, where the

organisation administrator is unable to solve and rectify the
problems. The vendor of the software will be called upon if there is
a major bug during the installation process.

Maintenance of the Software

During the implementation, the implementation team will do a
weekly check to ensure that the operation will go on smoothly for
the first 6 months. At this point of time, the team will follow
closely on the development of the system.
After this phase, the organisation’s system administrator will be

well-trained to handle the system. Thus, the implementation team
will be needed on an ad-hoc basis when the administrator is unable
to solve and rectify the problems. The breakdown and servicing
for the software components can be escalated directly to the
vendors, especially for mobile device, that is used by the onsite
brokers.
3.1.3 Facilities Support

The system will be installed at the current head office in Wollongong. The
assembling and testing of the hardware components will be first tested in
ITPST’s laboratory before installing it in the current head office. The
organisation will be requested to allocate a server and network space to
install it into the organisation’s infrastructure.
Apart from that, a classroom space for training the implementation staffs
of the organisation are requested upon embarking the operation. It is
ultimately a better opportunity to conduct training sessions in the
organisation as ITPST will able to schedule the training sessions according
to the culture in the organisation. Alternatively, trainings can also be held
in the ITPST premises. These trainings will be held as stated in the
Training Plan during the first six months of the implementation period.
3.1.4 Material Support

Apart from the other support mentioned in this plan, the next support will
be the material support. Upon embarking the implementation phase, the
system manual and documentation will be handled over to the organisation
to aid their operation. Apart from that, training plan and documentation
will also be distributed to the staffs, who are directly involved with the
system. The softcopy of the materials can be found on the system’s
documentation profile.

3.2 Personnel
3.2.1 The Implementation Support Team
Upon implementation, ITPST will provide two personnel to assist in the
first 6 months of implementation period. These personnel will ensure that
the operation is running smoothly and they will also conduct close
trainings for both the technical support staffs and the direct staffs of the
organisation. Therefore, these personnel will be based in the organisation.
3.2.2 Personnel Requirements and Staffing

As the organisation already has the existing technical staffs, they need to
be retrained to familiarise themselves with this newly implemented system
environment. In future, apart from the existing requirements that have
been specified for employing technical support staffs, the organisation is
advised to seek and search personnel who are knowledgeable in mobile
support.
For the direct impact end users, such as the brokers and the policy analyst,
the existing team will be retrained to handle and operate the front side of
the system.
3.2.3 Training of Implementation Staffs

As mentioned before, there will be an active training for the staffs that are
directly affected by the implementation. These staffs will be retrained
intensively for the first month. Following that, classes will be held as
stated in the Training Plan to ensure literacy in operating the system for
the next 5 months. Apart from that, the technical support will be trained
and closely monitored by the ITPST’s implementation personnel, in
operating the system in the concurrent 6 months. After the 6 months,
newly hired policy analyst or brokers will have to attend a course for 1
month to familiarise with the system.
3.3 Performance Monitoring

ITPST will monitor closely on the performance during the first 6 months of the
implementation phase. In the system software, there is a forum that discusses about the
system. Here, ITPST will follow closely on each entry posted in the discussion board.
Apart from that, feedback and surveys during the training classes will be obtained from
the training students. With these details, ITPST will analyse the performance situation
and will take appropriate actions.
Apart from that one of the sub-systems, customer relationship management is able to
generate reports, such as information request, sales patterns and customer pattern. With

these reports, the ITPST and the management of the organisation are able to study the
performance of the system.
3.4 CM Interface
When the system is implemented, all the users will be able to login into a common page
before navigating to other sections of the systems. In this common page, the latest news
and discussions will be shown. Therefore, every user will not miss on any information
flow throughout the organisation. Even if the staffs are away from the physical presence
in the organisation, the administrator will give access to individual’s department leader to
upload news regarding the system or the organisation’s ethics, according to their relevant
categories. In this way, the user will just need to click and read the details. From there, he
will know the departments in which the news originates.
In addition, these articles will be archived into the database according to the categories
and date. If there is any news or updates, the information will be passed through this
content management interface.
4.0 Implementation Requirements by Site

4.1 Site Name or Identification for Site
This section provides the name of the specific site or sites to be discussed in the
subsequent sections.
4.1.1 Site Requirements

This section defines the requirements that must be met for the orderly
implementation of the system and it describes the hardware, software, and site-
specific facilities requirements for this area.
Any site requirements that do not fall into the following three categories and are
not described in Section 3, Implementation Support, they will be described in this
section, or other sub-sections may be added following Facilities Requirements
below:
Hardware Requirements
The purpose of this section is to provide a single source of
information about hardware requirements for the major site
resources. This section describes requirements for three servers
systems supporting the system; Customer Relationship
Management, Live Support Management and the MobChan
capabilities, respectively.

However, the need for server systems to support these capabilities

depends on the requirements of each site so that the system
software is developed and packaged by service category. Therefore,
depending on the requirements of a site, multiple services could be
hosted by a single system. The factors to be considered include the
amount of data to be stored locally and the amount of information
streaming to be done. If neither of these requirements is significant,
then a single system can host the Customer Relationship
Management, Live Support Management and the MobChan
capabilities.
It is strongly suggested that the site’s local information streaming

requirements are to be discussed with the organisation technical
support’s team in order to identify the appropriate hardware needs
to support those needs.
Software Requirements
The system software will all be in a complete package. The only
requirement is from the hardware specification, to be installed with
the relative operating systems. Therefore, the organisation has to
notify ITPST on the type of operating system it prefers the
software to run on. Following that, a number of configurations
need to be done to ensure that the system is able to communicate
with the existing database and systems. Apart from that, the
configuration to be accessed to the mobile details need to be
known and these can be obtained from the related ISP provider.
Data Requirements
The existing database in the organisation must be prepared and a
back-up made prior to integrating with the implemented system.
This is done in order to avoid mishaps. Apart from that, all the
details are listed in the system manuals, and the assignment of an
individual’s profiles is given to associate with the data preparation
and installation.
4.1.2 Site Implementation Detail

This section addresses the specifics of the implementation for this site. It includes
a description of the implementation team, schedule, procedures, and database and
data updates. This section should also provide information on the following:
Team.
On part of the ITPST’s effort, ITPST will deploy two personnel; a system
implementer and system support. The system implementer will report the
overview the whole implementation process, feeding the reviews of the
progress back to ITPST. He will do the initial installation and set up,
together with the related vendors supplying the system requirements.

Apart from that, he will be responsible for the training of the

organisation’s staffs and technical support. ITPST will solely assist the
system implementer in his primary roles, ensuring that the operation is
running smoothly and the organisation’s technical support is closely
trained in every aspect.
Apart from that, the organisation is requested to send a couple of her

support staffs and head trainers to be trained intensively with the two
attached ITPST personnel.
Schedule
Procedures
This section provides a brief sequence of the detailed procedures that are
required to accomplish the specific hardware and software implementation
at the site. Other detailed documents will be referenced in the system
manual.
If the site operations start-up is an important factor in the

implementation, then address start-up procedures in some detail.
If the system will replace an already operating system, then

address the start-up and cutover processes in detail.
If there is a period of parallel operations with an existing system,

address the start up procedures that include technical and
operations support during the parallel cycle and the consistency of
data within the databases of the two systems.
Database Environment
The current IS and database servers will continue to operate as before. The
proposed LIFEXPRESS System (compromising of the CRM, LSM and
MobChan) will be built on top the existing system. The new setup will be
built taking into consideration the legacy system. As such, both systems
will be interoperable with little modifications required to the existing
database.

ITPST will be working closely with the XYZ’s IS/IT department to install
LIFEXPRESS. A dry run will be carried out by using a copy of the existing
database with LIFEXPRESS installed. An exhaustive simulation of typical
daily operations will be carried out. Any bugs or inconsistencies
discovered during the dry run will be documented and methods specified
to address them.
Once the testing team from both ITPST and XYZ’s IS/IT staff are satisfied
with the reliability and accuracy of the new system will it be implemented
into the current business process.
Data Update
The data update will be done in two processes; the manual and the
automatic way. The manual way will be the initial effort to do a data back
up, as well as the date update, before embarking the implementation. After
that, the system will automate the entire data update process. Apart from
that, all details require for the data update are being brief in the system
manual. The following are examples of information found in the system
manual:
Control inputs
Operating instructions
Database data sources and inputs
Output reports
Restart and recovery procedures
4.1.3 Back-Off Plan

If the implementation fails at the first stage, the system will not affect the main
core of the existing systems found in the organisation, except for the database
server, where the implemented system communicates with. In this case, it is wise

to unplug the implemented system to recover back the old data, using the back-up
system.
However, if the system fails halfway through during the implementation, the
support team can just unplug the system from the database to recover again. This
is designed based on a modular system and open standard concept. Therefore, in a
modular architecture, the software/system could just be plugged in and out as and
when they are needed in the system
4.1.4 Post-implementation Verification

The post implementation verification will review the implementation and decide
if the overall project is successful. If it is not, the system can be unplugged back
to it original state, as briefly explained in the Back-Off Plan. Furthermore,
discussions can be found in the evaluation report, as well as the system manual.

5 References




30 May 2006]
Proposal
11. End-user Training & Knowledge Transfer Plan, Updated: July 25, 2001, [Online],
Available:
http://www.eitoolkit.com/tools/change_management/et_tools/13_end_user_knowl
edge_transfer.doc, [Accessed: 30 May 2006]
South Western, USA
13. Information Systems Division (ISD) Software Training Plan, Updated: April 15,
2005, [Online], Available: http://software.gsfc.nasa.gov/docs/isd_trai.pdf,


2006].






River, New Jersey


IACT451 IT Project
Training Plan (Spring Session)
Version 1.0
Lasted Update:
Prepared By:
The Training Plan is intended solely for XYZ Insurance’s information and her
perspective Stakeholders. The information given here is to the best of our knowledge.
The contents of this Training Plan are confidential and not to be reproduced without
expressed written consent.

Amendment History

Number Change By
LOH Hoh September Md Aidil LOH Hoh

1 First Draft
Whay 13, 2005 Osman Whay
Second Draft of
RFP, Editing the LOH Hoh September Md. Aidil Md Aidil
2
Grammar, Shaping Whay 20, 2005 Osman Osman
up
Checking for LOH Hoh September Nurhazman LOH Hoh

3
Business Fluency Whay 21, 2005 Abdul Aziz Whay
Peter
Review by Project LOH Hoh October 11, Hyland, LOH Hoh
4
Sponsor Whay 2005 Tim Whay
Coltman
LOH Hoh October 16, Nurhazman Nurhazman

5 Final Draft
Whay 2005 Abdul Aziz Abdul Aziz

Distribution List
Names Title

Table of Contents
1 Introduction...................................................................................................................... 6
1.1 Background and Scope ............................................................................................. 6
1.1.1 Purpose............................................................................................................... 6
1.1.2 Goals .................................................................................................................. 6
1.1.3 Objective ............................................................................................................ 7
1.2 Point of Contacts....................................................................................................... 7
1.3 Documents Organisation........................................................................................... 8
1.4 Glossary .................................................................................................................... 8
2 Assumptions..................................................................................................................... 8
2.1 Critical Assumptions – Implementation Scope......................................................... 8
3 Training Program ............................................................................................................. 9
4 Instructional Analysis ...................................................................................................... 9
4.1 Development Approach ............................................................................................ 9
4.2 Issues and Recommendations ................................................................................. 11
4.3 Need and Analysis Skills ........................................................................................ 12
4.3.1 Target Audiences ............................................................................................. 12
4.3.2 Size and Location of End Users....................................................................... 13
4.3.3 Anticipated Training Dates, Tasks and Skills Learned.................................... 13
4.3.4 Facility Inventory Requirements...................................................................... 15
4.3.5 Training Needs for Specific Audiences ........................................................... 15
4.3.6 Training Team.................................................................................................. 16
4.3.7 Access to XYZ Insurance Facilities and Workstations.................................... 16
4.3.8 Training Team Role Definition & Skill Set..................................................... 16
4.3.9 Resources ......................................................................................................... 18
5 Instructional Methods .................................................................................................... 18
5.1 Training Methodology ............................................................................................ 18
5.2 Training Database ................................................................................................... 19
5.3 Testing and Evaluation ........................................................................................... 20
5.3.1 Feedback Evaluations ...................................................................................... 20
5.3.2 Performance Assessments Evaluations............................................................ 20
5.3.3 Performance Assessments................................................................................ 20
6 Training Resources ........................................................................................................ 20
6.1 Course Administration ............................................................................................ 20
6.1.1 Registration Database ...................................................................................... 20
6.1.2 Centralized Administration.............................................................................. 21
6.2 Resources and Facilities.......................................................................................... 21
6.2.1 Classroom Facilities......................................................................................... 21
6.2.2 File Structure and Location.............................................................................. 22
6.3 Schedules ................................................................................................................ 22
6.4 Future Training ....................................................................................................... 22
7 Training Curriculum ...................................................................................................... 23
8 References...................................................................................................................... 25

private companies.

1 Introduction
1.1 Background and Scope
1.1.1 Purpose
XYZ insurance is embarking on a business transformation. Through the
introduction of LIFEXPRESS system, XYZ insurance will become a company
supported by highly efficient information systems, delivering the highest quality
of products and services to customers, with better responsiveness to customers.
The LIFEXPRESS project will be implemented functionally, Version 1.0 will

include:
Modules Function
LIFEXPRESS CRM Self Service CRM
Survey Management Software
Contract Management Software
Distribution Management Software
LIFEXPRESS LSM Customer support

Recording sales processes
Broker & company communication
LIFEXPRESS MobChan Sales force automation

Real-time customer information
Capturing sales order, account information
1.1.2 Goals
The primary goal of the training plan is to define the necessary steps to support
the definition, development and deployment of a knowledge transfer and training
program that will ensure the success of implementing LIFEXPRESS Project.
The goal of the knowledge transfer is to provide the LIFEXPRESS support team of
XYZ Insurance with the necessary skills and knowledge to independently operate
the system that will ensure successful implementation and support of the
LIFEXPRESS solution.
The goal of the training plan is to provide end-users of XYZ Insurance with
necessary knowledge to operate LIFEXPRESS online functions independently with
minimal assistance from support staff.

1.1.3 Objective
The primary objective of the LIFEXPRESS training plan is to ensure all XYZ staff
receives the training, knowledge and skills necessary to support a successful
implementation and maintain operation of LIFEXPRESS project.
The objectives are to:
• Create and implement an End-user training program that is effective and

suited to the tasks of staff members need to perform in the company. This
includes new business processes and knowledge in their functional areas.
• Create a sustainable training program that meets End-user needs at the

initial stage and also throughout the life of the training program. This
includes on-site support, re-training and new hire training through
documentation and training materials.
1.2 Point of Contacts

Point of Contacts (POC) will provide the necessary contacts to document users for
informational and troubleshooting purposes.
Due to the multi-location rollouts, the training team will be supported by local POC’s for
each training location.
Type of Contact Contact Name Telephone Number Email Address

Project Manager Leonardo Dicaprio 0422183575 LD@uow.edu.au
Program
Brendan Pereira 0422138473 BP@uow.edu.au
Manager
QA Manager Amy Chew 0422194722 AC@uow.edu.au
Security Arnold
0422111175 AS@uow.edu.au
Manager Schwarzenegger
Training
Alex Ferguson 0422199234 AF@uow.edu.au
Coordinator
Helpdesk Jennifer Lopez 0422177227 JL@uow.edu.au
Operations Mohd Hassan
0422184726 MHM@uow.edu.au
Manager Marican
In order facilitate the logistical requirements of multi-location rollouts the LIFEXPRESS

Training team is being supported by local POC’s for each training location. The support
team should be structured as part of the overall site change management team. The
training coordinator on the team is responsible for ensuring that their training facilities
are properly equipped for End-user training.

1.3 Documents Organisation

Section 1 provides introductory material pertaining to the LIFEXPRESS Training Plan.
Section 2 details the LIFEXPRESS Instructional Analysis including the approach,

issues/recommendations and needs and skills required.
Section 3 presents the methods used such as the methodology, the database used and
evaluation of the training.
Section 4 details the required resources such as the administration of the course,
resources & facilities, schedules and future training.
1.4 Glossary
Acronym Terms
CRM Customer Relationship Management
LSM Live Support Management
MobChan Mobility Channel System
POC Point of Contact
UOW University of Wollongong
2 Assumptions
2.1 Critical Assumptions – Implementation Scope
The successful outcome of these activities will directly impact the success of
LIFEXPRESS training program.
1. Business process owners

Develop and validate the new business to support the development of
training materials.
Identify and provide appropriate resources to work with developers to

create effective training materials.
2. Training team
Coordinate training efforts with the implementation team to make sure
training project management activities are integrated into the overall
management of the LIFEXPRESS Project implementation.

3. End-users
Most end-users posses existing computer skills and have working
experience of the Windows Operating System Environment.
Have access to the Intranet & Internet to access on-line training and
training documentation.
3 Training Program
The LIFEXPRESS Training Program:
Is highly dependant on an in-depth understanding of organizational roles

and responsibilities to produce accurate and effective training program.
Will impart business process and application skills.
4 Instructional Analysis
4.1 Development Approach
The LIFEXPRESS development approach will consist of several activities which range
from collection training requirements to conducting the training. Training may be in
courses or modules. Courses are 2 hours per session and may be conducted in single
sessions or consist of multiple modules. Modules are generally shorter and are usually
part of a series. The steps needed are shown in the two-phase process diagram below.

Phase 1: Training Planning and Preparation

1. Collect and analyze software training requirements
2. Determine differences between training requirements and
current offerings and identify new training needed
3. Establish curriculum
o Establish priorities for training development
o Plan schedule for procuring/developing and offering
courses/modules
4. Identify potential training providers
5. Develop or procure courses/modules
6. Internally review new training
7. Store training material in controlled area
Phase 2: Training Implementation

8. Schedule training rooms, instructors, and offerings
9. Publish and publicize training offerings
10. Register students and maintain training history
11. Prepare or obtain copies of training materials
12. Conduct offerings and gather evaluations and metrics
13. Allow waivers
14. Analyze evaluations and feedback and identify possible
updates
15. Identify frequency of training offering
16. Follow up with some participants to measure training
Impact/result
17. Create periodic updates
18. Report metrics to management
Figure: LIFEXPRESS Training Process1
1
Information Systems Division (ISD) Software Training Plan, Updated: April 15, 2005, [Online],
Available: http://software.gsfc.nasa.gov/docs/isd_trai.pdf, [Accessed: 30 May 2006]

Phase 1: Training Planning and Preparation

Step 5: Develop or procure training
Training Procurement
Training Developing
For each course/module:
Develop course content:
Negotiate content
Separate courses into modules
Identify funding resource
Develop course outline and material for each module
Procure course/module
Phase 2: Training Implementation
Figure: Step 5: Training development and procurement1
4.2 Issues and Recommendations

Issues that may affect the success of training2 are stated below:
User resistance - Management and users might resist the change and will
severely affect the training program for themselves and others in the company. A
Change Management Plan should be devised to remedy this issue.
Pre-training – Some users have little to no PC experience. IT is a pre-requisite

for all end-users to have prior PC training in windows environment before
participating in training sessions.
Training facilities - Appropriate and adequate training facilities must be

available during training sessions. Equipments and facilities required needs to be
further validated before training are in place.
PC setup - Training PCs need to have the appropriate read and write access to
appropriate servers, systems and networks. PCs need to be pre-loaded with
required software for training. Users need to have pre-defined User IDs and
passwords before training is commenced.
Approval of Training Materials - XYZ Insurance must be available to review

and approve all training materials. A strict time period for feedbacks and
approvals should be allocated to ensure training development schedules are met.

4.3 Need and Analysis Skills

The target audience will be divided into the following groupings:
4.3.1 Target Audiences

Who Level Frequency Provider Assessment Evaluation
Employee Self
Service users: Little to no Initial
In house, Test at the end Feedback,
End-users that do prior New staff
our trainers of module observation
not require direct experience New tasks
access.
Executive users:
End-users that
require a bigger
picture of the
system for Low Initial In house, Test at the end Feedback,
analysis. Requires computer our trainers of module review
little hands-on
processing
(Managers,
Executives).
Occasional users:
End-users who are
limited to a
number of Low to Work review,
Initial then In house,
transactions but medium Work review Interview
follow up our trainers
will need access to computer focus group
the system on a
limited basis
(Clerical staff).
Frequent users:
End-users whose
work functions
depends on the
system and uses it
daily and Work review,
Computer Initial then In house &
frequently Work review Interview
and domain follow up Workshops
(Accounts staff, focus group
policy analysts,
brokers,
salesperson,
agents, help desk
staff)
Super users: End-
users whose work
Work review,
functions depends High Initial only, System
Work review Interview
on the system and computer Intensive Provider
focus group
required higher
level of training

Who Level Frequency Provider Assessment Evaluation

(System
administrators, IT
technical support
staff)
Trainers: People High
Work review,
that are certified to computer, Initial only, System
Certificate Interview
train other users of little Intensive Provider
focus group
the system. domain
4.3.2 Size and Location of End Users

For planning purposes, UOW has developed an estimation of number of personnel
in the company that will need to attend End-user training. This estimate is based
on the position these people fill in current business processes which includes
external brokers. The table below provides the current End-user estimates at
XYZ.
Activity End-users Location Date Identified Total

XYZ HQ Wollongong, NSW 10/10/2005 410
XYZ M Melbourne, VIC 11/10/2005 250
XYZ P Perth, WA 12/10/2005 150
XYZ B Brisbane, QLD 13/10/2005 200
XYZ C Canberra, ACT 13/10/2005 100
XYZ H Hobart, TAS 13/10/2005 100
XYZ A Adelaide, SA 13/10/2005 200
XYZ D Darwin, NT 13/10/2005 90
Subtotal 1500
4.3.3 Anticipated Training Dates, Tasks and Skills Learned

The following table outlines a draft-training schedule. Three main locations will
be selected as training centres for all staff.

Target Tasks Skills Learned Location Required End-users Training Start

Date Identified Date
Super User Supporting Hands-on knowledge of the functions of Wollongong, 24/02/2006 14/10/2005 20/02/2006
Lifexpress System Lifexpress System and how to support them. NSW
Super User Supporting Hands-on knowledge of the functions of Melbourne, VIC 24/02/2006 14/10/2005 20/02/2006
Lifexpress System Lifexpress System and how to support them.
Super User Supporting Hands-on knowledge of the functions of Perth, WA 24/02/2006 14/10/2005 20/02/2006
Lifexpress System Lifexpress System and how to support them.
Train the Intro & Using to Certified ability to train staff members on all Wollongong, 1/03/2006 14/10/2005 25/02/2006
Trainer Lifexpress aspects of Lifexpress System. NSW
Train the Intro & Using to Certified ability to train staff members on all Melbourne, VIC 1/03/2006 14/10/2005 25/02/2006
Trainer Lifexpress aspects of Lifexpress System.
Train the Intro & Using to Certified ability to train staff members on all Perth, WA 1/03/2006 14/10/2005 25/02/2006
Trainer Lifexpress aspects of Lifexpress System.
End-user Introduction to Basic understand and competency of the Wollongong, 5/03/2006 14/10/2005 2/03/2006
Kickoff Lifexpress System three main modules in Lifexpress and how it NSW
works.
End-user Introduction to Basic understand and competency of the Melbourne, VIC 5/03/2006 14/10/2005 2/03/2006
Kickoff Lifexpress System three main modules in Lifexpress and how it
works.
End-user Introduction to Basic understand and competency of the Perth, WA 5/03/2006 14/10/2005 2/03/2006
Kickoff Lifexpress System three main modules in Lifexpress and how it
works.
CRM End- Intro & Using to Hands-on knowledge and advanced Wollongong, 12/03/2006 14/10/2005 6/03/2006
user Lifexpress CRM competency of Lifexpress CRM. NSW
Module
LSM End- Intro & Using to Hands-on knowledge and advanced Melbourne, VIC 12/03/2006 14/10/2005 6/03/2006
user Lifexpress LSM competency of Lifexpress LSM.
Module
Mobchan Intro & Using to Hands-on knowledge and advanced Perth, WA 12/03/2006 14/10/2005 6/03/2006
End-user Lifexpress competency of Lifexpress Mobchan.
Mobchan Module

4.3.4 Facility Inventory Requirements

The following inventory is an assessment of the status of training facilities.
Location Room Minimum Area of Date Size

Requirements Deficiency Identified
Wollongong, W1 YES 1/9/2005 50
NSW
W2 YES 1/9/2005 50
W3 YES 1/9/2005 50
W4 YES 1/9/2005 70
W5 YES 1/9/2005 50
W6 NO RAM, 1/9/2005 30
hard disk
Melbourne, M1 YES 1/9/2005 50
VIC
M2 YES 3/9/2005 50
M3 YES 3/9/2005 50
M4 YES 3/9/2005 50
M5 YES RAM 3/9/2005 50
Perth, WA P1 YES 4/9/2005 40
P2 YES 4/9/2005 40
P3 YES 4/9/2005 50
P4 YES RAM 4/9/2005 20
4.3.5 Training Needs for Specific Audiences

The following table shows the training needs for instructors and End-users during
training sessions.
Target Audience Training Needs

Group
Employee Self Service Computer lab, training materials,
users projector
Executive users Computer lab, training materials,
projector
Occasional users Computer lab, training materials,
projector
Frequent users Computer lab, training materials,
projector, headphone with speaker
Super users Computer lab, training materials,
projector
Trainers Computer lab, training materials,
projector, headphone with speak

4.3.6 Training Team
Project Lead
Training
Training Lead Training Lead Training Lead
Coordinator
CRM LSM Mobchan
Editor Editor Editor
Instructor Developer Instructor Developer Instructor Developer
Table: Lifexpress Training Team2
4.3.7 Access to XYZ Insurance Facilities and Workstations

The training team will be co-located with the process team. Both will work
together during the development phase of training materials. It is crucial to have
both teams working together in the same location.
The training team will need access to workstations connected to the XYZ
Insurance network to develop course materials. Training team will include
members of UOW project team, XYZ and other contractor personnel.
4.3.8 Training Team Role Definition & Skill Set
Training Coordinator2
The training coordinator will work closely with the site contacts to
schedule End-user training and secure equipment and training
facilities.
Coordinate with Training Leads and setup training dates.
Assess number and location of end-users.
2
End-user Training & Knowledge Transfer Plan, Updated: July 25, 2001, [Online], Available:
http://www.eitoolkit.com/tools/change_management/et_tools/13_end_user_knowledge_transfer.doc,

Assess number and location of training rooms.

Supports the Training Leads in fulfilling daily training tasks.
Supports the policies and decisions of Training Leads.
Work with XYZ to ensure that classroom requirements have been met.
Training Team Leads2

Will develop materials for their respective areas
Will coordinate the efforts of Technical Editors
Will coordinate the efforts of the Developers
Training Technical Editors2

Will ensure standards are followed
Will develop a Master Glossary
Will assist with material development when needed
Will have rights to the template used to develop training materials
Will perform technical and grammatical edits to the training courses.
Will coordinate the efforts of the Technical Editors
Will notify Training Leads on issues that conflict with project policies,
processes and procedures.
Supports the Training Leads in accomplishing daily training.
Training Developers2
Will have experience in writing precise training material
Develop curriculum and courses and also responsible for developing
and updating training materials to include presentations, instructor
Guides, Participant Guides, Online Help Guides and Quick Reference
Guides.
Be able to respond quickly to requirement changes
Will develop a LIFEXPRESS overview navigation course that will be a
prerequisite for all LIFEXPRESS application-specific training.
Will develop a Train the Trainer course that will be used to prepare
instructors.
Provides knowledge transfer and training.
Supports the Training Leads in accomplishing daily training.
Instructors2
The instructors will be responsible for presenting training for LIFEXPRESS
Will deliver the training courses to End-users.
Will train new and existing users on functions of LIFEXPRESS using
lectures, demonstrations, coaching and hands-on exercises.
Will respond to End-user inquiries.
Respond to Team Leads on the matters of class participation.
Collect End-user questionnaires at end of class.
Perform training evaluations and assessments.

Advise Training Leads on the effectiveness of training.

Recommend actions to continuously improve the training program and
effectiveness.
4.3.9 Resources
UOW has agreed on a commitment to provide a high-quality training program. To
realize that, significant amount of resources must be secured and managed.
UOW's approach to LIFEXPRESS training is to establish an experienced team

using proven methodologies and lessons learned from previous experience.
Shown below is an overall view of those who will be working with the Training
Team to effectively develop and deliver the LIFEXPRESS training program.
Other CRM
Projects
Industry
LIFEXPRESS Partners
• Lessons
Training Team
Learned
Corporate
Training
Experts
Diagram: Training Resources
5 Instructional Methods
5.1 Training Methodology
LIFEXPRESS training teaches End-users how to perform CRM, LSM and MobChan
specific tasks and reinforces where the task occurs in the process. Several materials need
to be created:
Instructor Guides – Map of the course that will be taught in training sessions.
The guides provide a standard method for training across different locations,
times and instructors.
Participant Guides – Map of the course for participants. It contains exercises,

tutorial guides, forms, etc.

Training Data – Supports the training sessions by providing dummy data. It

resides in training database which can be reused and refreshed after each
training sessions.
Online Reference – Another channel for delivering training materials. Web

materials will be provided to allow users to access the materials whenever
they want.
5.2 Training Database

A training database will be used during training development and delivery. It contains
training data which the LIFEXPRESS configuration, master data and transaction data are
stored.
Student profiles need to be created and access will be defined and administered. Below is
a diagram of the training database2:
Training Database
Copy from
Master Client
Master Client
Delivery Client
Delivery Client
Delivery Client
Practice Client
Client Quantity Purpose

Master Client 1 Used to support training and
contains the master and
transactional data
Used for refreshing Practice
Clients

Delivery Clients 4+ Used by instructors to

deliver training and
exercises.
Practice Client 1 Used by students to practice
after training.
5.3 Testing and Evaluation

To ensure that training team is meeting End-user and other stakeholder needs, evaluation
programs will be developed. The evaluation will validate End-user training content and
user feedback and performance are used to evaluate the effectiveness of training content
and instructors.
5.3.1 Feedback Evaluations

Conduct End-user evaluations to evaluate training content, learning
effectiveness and instructor ability
Create attendance records
5.3.2 Performance Assessments Evaluations

Identify key performance indicators and measurements and perform
performance checks based on them
Evaluating performance of instructors
Performance checks on training materials to validate training content
5.3.3 Performance Assessments

Assess performance ability based on job results (checklists, surveys)
Track help desk calls to identify performance issues that can be solved by
training
6 Training Resources
6.1 Course Administration
6.1.1 Registration Database
The LIFEXPRESS Training Team will be using MS Access database to track and
schedule End-user training. This includes:
Scheduling courses, classrooms and instructors

tracking End-users categorized by courses and duration
reporting on different levels (e.g. manager, instructor, etc)

Scheduling will be done at the main office with the assistance from POC from
other branches.
End-users' data will be uploaded into the Registration Database before training.
End-users will be mapped to roles by their supervisors. After mapping is
completed, end-user names will be submitted to the training administrator for
scheduling.
Training schedules must adhere to a strict policy and changes are not allowed
unless approved by their supervisors.
6.1.2 Centralized Administration

The training coordinator will be in charge of managing the scheduling of training
courses, signing up participants, scheduling classrooms and also minimizing
conflicts.
6.2 Resources and Facilities

6.2.1 Classroom Facilities
All classrooms used for training should be equipped to support every student with
their own PC. Participants will have their own PC to acquire the full benefits from
the training program. The PCs must have the following minimum requirements:
Microsoft Windows 98 or higher

Pentium 2 333mhz, 256MB ram, 5 gigabyte hard disk, 15 inch
monitor
Access to the Internet & Intranet
Access to a web browser
Each classroom must also have the following equipment:
Minimum of 10 PCs or laptops

Projector
Instructor PC with access to XYZ shared drive for document
access
Network connections
Office supplies ( Paper, pen )
Whiteboard

6.2.2 File Structure and Location
A folder for the training materials will be set up for each module being
implemented. These folders will contain materials such as course documents,
guides, data sheets and other supporting documents. All client computers should
have these materials.
6.3 Schedules
6.4 Future Training

Details for future training will be notified at a later date after the first evaluations have
been conducted for the initial training.

7 Training Curriculum
Course/Module Length Expected Target Objective Content/syllabus Resources Student Pre- Course(C)/
Name Class Size Audience Required requisites Module(M)
Introduction to 2hrs Optimal Managers, Basic understand the Lifexpress and its Computer lab, Basic C
Lifexpress System all three main modules in functionalities training competency
Lifexpress Lifexpress and how it materials, in windows
users works. projector environment.
Intro to Lifexpress 2hrs Optimal Policy Understanding Survey Intro to Survey Computer lab, Basic C
CRM Module analysts Management Management training competency
, Contract Management , Contract Management materials, in windows
, Distribution , Distribution projector environment.
Management Management
Using Lifexpress 6hrs Maximum Policy Hands-on knowledge of Advanced training on Computer lab, Advanced M
CRM Module (3 analysts Survey Management Survey Management training competency
sessions , Contract Management , Contract Management materials, in windows
) , Distribution , Distribution projector environment.
Management Management
Intro to Lifexpress 2hrs Optimal Sales Understanding Intro to customer support Computer lab, Basic C
LSM Module people, customer support & recording sales training competency
agent, & recording sales processes materials, in windows
brokers, processes projector environment.
help desk
staff
Using Lifexpress 6hrs (3 Maximum Sales Hands-on knowledge of Advanced training on Computer lab, Medium M
LSM Module sessions people, customer support customer support training competency
) agent, & recording sales & recording sales materials, in windows
brokers, processes processes projector, environment.
help desk headphone
staff with speaker
Intro to Lifexpress 2hrs Optimal Sales Understanding mobile Intro to mobile sales Computer lab, Basic

Course/Module Length Expected Target Objective Content/syllabus Resources Student Pre- Course(C)/
Name Class Size Audience Required requisites Module(M)
Mobchan Module people, sales functions, functions, customer training competency C
agent, customer information information extraction materials, in windows
brokers, extraction and capturing and capturing sales projector environment.
data entry sales order. order.
clerks
Using Lifexpress 6hrs (3 Maximum Sales Hands-on knowledge of Advanced training on Computer lab, Strong M
Mobchan Module sessions people, mobile sales functions, mobile sales functions, training competency
) agent, customer information customer information materials, in windows
brokers extraction and capturing extraction and capturing projector environment.
sales sales
Supporting 12hrs (6 Optimal System Hands-on knowledge of Advanced training on Computer lab, Strong M
Lifexpress System sessions administra the functions of supporting Lifexpress training competency
) tors, Lifexpress System and CRM, LSM and materials, in windows
technical how to support them. Mobchan. projector environment.
IT support
staff
Train the Trainers 18hrs (9 Maximum Trainers Certified ability to train Lifexpress trainer Computer lab, Strong M
sessions staff members on all training. training competency
) aspects of Lifexpress materials, in windows
System. projector, environment.
headphone
with speaker.

8 References




30 May 2006]
Proposal
Available:
South Western, USA


2006].






River, New Jersey


IACT451 IT Project
Project Evaluation and Closure (Spring Session)
Version 1.0
Lasted Update:
Prepared By:
The Project Evaluation and Closure is intended solely for XYZ Insurance’s information
and her perspective stakeholders. The information given here is to the best of our
knowledge. The contents of this Project Evaluation and Closure are confidential and not
to be reproduced without expressed written consent.

Amendment History

Number Change By

1 First Draft
Second Draft,
Editing the Nurhazman September Md. Aidil Md Aidil
2
Grammar, Shaping Abdul Aziz 20, 2005 Osman Osman
up
Checking for Nurhazman September LOH How Nurhazman

3
Peter
4
Coltman

5 Final Draft

Distribution List
Names Title

Table of Contents
1. Project Summary............................................................................................................. 6
1.1 Background ............................................................................................................... 6
1.2 Highlights and Innovations ....................................................................................... 6
1.4 Summary of Findings................................................................................................ 7
2 Introduction...................................................................................................................... 7
2.1 Background to LIFEXPRESS Project ...................................................................... 7
2.2 Project Evaluation Methodology .............................................................................. 7
3 Objectives, Outcomes and Outputs.................................................................................. 8
3.1 Objectives ................................................................................................................. 8
3.2 Critical Success Factors ............................................................................................ 9
3.3 Outcome and Target Outcomes ................................................................................ 9
3.4 Outputs.................................................................................................................... 10
4 Project Documentation................................................................................................... 10
4.1 Project Management Plans...................................................................................... 10
4.1.1 Interim report (Business Case Study) .............................................................. 10
4.1.2 Technological Study ........................................................................................ 10
4.1.3 Feasibility Study .............................................................................................. 10
4.1.4 Request for Proposal (RFP) ............................................................................. 11
4.1.5 Training Plan.................................................................................................... 11
4.1.6 Implementation Report .................................................................................... 11
4.2 Maintenance of Project Records ............................................................................. 11
5 Project Management ...................................................................................................... 12
5.1 Planning and Scope................................................................................................. 12
5.2 Governance ............................................................................................................. 12
5.3 Stakeholders Management ...................................................................................... 13
5.4 Risk Management ................................................................................................... 13
5.5 Resource Management............................................................................................ 13
5.6 Evaluation ............................................................................................................... 14
5.7 Closure .................................................................................................................... 14
6 Project Performance....................................................................................................... 14
6.1 Performance against Objectives and Outcomes...................................................... 14
6.2 Performance against Critical Success Factors ........................................................ 14
6.3 Performance against Outputs .................................................................................. 15
6.4 Performance against Budget ................................................................................... 15
6.5 Performance against Schedule ................................................................................ 15
7 Lessons Learnt ............................................................................................................... 16
7.1 What Worked Well ............................................................................................. 16
7.2 What Could Be Improved? ................................................................................. 16
8 Conclusion ..................................................................................................................... 17
9 Summary of Recommendation ...................................................................................... 17
10 References.................................................................................................................... 18

private companies.

1. Project Summary
1.1 Background
This project closure and evaluation report has been completed to measure the success of
the LIFEXPRESS project. In addition, this report wills specific a number of the project
evaluation points, right from the initial to the implementation phases. The purpose of this
report is to provide the Project Team and the client, XYZ Insurance with opportunity to:
Evaluate the progress and the current status of the Project

against the Project Business Case
Assess the implication of any deviations of other
contributing factors
Determine the changes to the Project Business Plan and any
other aspects of the Project that may be required.
In addition, the evaluation will focus on for key areas: the Project Request for Proposal
(RFP)’s process, Implementation, Training, Progress. The intention is to ensure that the
Project Sponsor and her stakeholders is provided with sufficient information to make
informed decisions to ensure that the desired project outcome is being achieved.
Furthermore, this closure and evaluation was undertaken and documented by the Project
Manager and the team IACT 451 IT Project Student Team (ITPST).
1.2 Highlights and Innovations

The success of this project was measured by:
1 The delivery of the Business Case Solutions, within the appropriate time frames,
including the Project RFP, Implementation and Training to the Project Sponsor
2 Together with the stated supporting reports and other materials, such as the
technology and feasibility study report to the Project Sponsor.
3 LIFEXPRESS project can be accessible through a mobile commerce concept of

business innovation, when no other Australian insurances companies have
reached that stage of technology implementation.
4 The acceptance of all the reports by the Project Sponsors to invest in this project.
As the above criteria were met, the project has been proven to be well managed,
documented and was successfully completed within the required time frame. Most of the
milestones were met, with the exception of documenting the present processes.

1.4 Summary of Findings

LIFEXPRESS system will enable the Company brokers nationwide to conduct business
with their clients and prospects in ways previously impossible. The system will allow
brokers using a laptop computer or similar devices to develop a true financial profile of
the customer in order to identify and explore the Company’s most appropriate products.
The project team from University of Wollongong, IACT 451 IT Project Student Team
(herein referred to as “ITPST” or “the team”), have taken this challenges to complete the
initial management of the project, which compromise of six phases i.e.; business case
report, RPF, implementation report, training report, project closure and evaluation report.
Apart from that, these reports are strongly support by the documentation of project
meetings, memos, technological studies and the feasibility studies. Hence, all these
studies were done in order to achieve the main objectives.
2 Introduction
2.1 Background to LIFEXPRESS Project

LIFEXPRESS is an accredited project between XYZ Insurance (hereafter referred to as
“the Company”) and the University of Wollongong, designed as a sophisticated computer
aided system. This system will enable the Company brokers nationwide to conduct
business with their clients and prospects in new ways. The system will allow brokers
using a laptop computer or similar devices to develop a true financial profile of the
customer in order to identify and explore the Company’s most appropriate products.
The aim of LIFEXPRESS is to improve the business process of the Company by

use of Internet and mobile services. This will also help to reduce internal cost and regain
market share through the integration of current internal Information System (IS).
The system is made up of three components, i.e.; Customer Relationship Management

(CRM), Live Support Management (LSM), and Mobility Channel (MobChan). These
components will support the whole business process of the Company.
2.2 Project Evaluation Methodology

The methodology used for this evaluation consists of the following:
1. An initial meeting with the project team member, where the project outcomes
were examined and matched against the expected outcomes

2. A survey of the documentation produced during the project and meetings to

ensure the alignment between the objective and activities were planned and
produced accurately according to the initial plan.
3. Meeting sessions with key stakeholders and clients to discuss the key findings
and lessons learned from the project research components.
4. The distribution of all draft documentation to the project team, and getting
feedback and review for further improvement for the final draft to be publish
and disseminate to both project team and sponsors.
3 Objectives, Outcomes and Outputs
3.1 Objectives
The objective of the project is to improve the business process of the Company by
Internet and mobile services. This will also help to reduce the internal cost and regain
market share through the integration of current internal Information System (IS). The
estimated budget of the project is about AUD$1 million. Estimated Return of Investment
(ROI) is up to 130%. This, it is very important to focus on the system paying for itself
within five years efficiently and effectively. Below are the project requirements before
the whole objective is achieved:
1. LIFEXPRESS will be a sophisticated computer aided system that will enable

the Company brokers nationwide to conduct business with their clients and
prospects in ways that had seemed next to impossible just a few years ago
2. LIFEXPRESS will allow brokers using a laptop computer or similar device to

develop a true financial profile of the customer; to identify and explore XYZ’s
most appropriate products.
3. LIFEXPRESS allows detailed comparison on how the Company stacks up

against competitor’s rate and performance.
4. LIFEXPRESS allows the generation of all the necessary paperwork on site to

consummate a sale.
5. LIFEXPRESS should have a channel to communicate efficiently as a means of

contact with the office during the process of documenting policies for the
client.
6. LIFEXPRESS must be available 24/7 with provision set aside for maintenance
for other periodic maintenance as required at one hour per fortnight.

7. LIFEXPRESS must be accessible using the Microsoft Internet Explorer

browser as the system provides specific services made compatible to this
Internet browser.
3.2 Critical Success Factors

The success of this project was measured by:
1 The delivery of the Business Case Solutions, within the appropriate time
frames, including the Project RFP, Implementation and Training to Project
Sponsor, together with the stated support reports, other materials, such as the
technology and feasibility study report to the Project Sponsor.

reached that stage of technology implementation.
3 The acceptance of all the reports by the Project Sponsors to invest in this
project.
3.3 Outcome and Target Outcomes

The target outcomes for the project were the delivery to the Project Sponsor of a cost and
optioned Project Report that included:
1 A business case that covers the project interim report, which includes the
scope statement, task, costing, risk analysis, process maps, marketing, IT
acquisition and modification, consultancies, training and on-going services
2 A Request of Proposal (RFP) that covers the project scope, target audiences,
design requirements and conditions, technical infrastructure requirements,
functional/programming requirements, integration requirement and lastly
determine of project management that consider the handling the RFP
processes and procedure.
3 A training and implementation reports that discusses the operational plans of

both intermediate stage in planning the project process, once the project
embarks and installed in the client’s site.
4 An evaluation and project closure reports to summarize the entire progress of

the initial documentation of the project management.
5 With all these documented materials, these will be presented to the project
sponsor for the actual phase to be initiated.

3.4 Outputs
The output from the project was a complete, documented, substantial project planning
and management that included documented outputs for each of the above target outcomes.
4 Project Documentation
4.1 Project Management Plans

4.1.1 Interim report (Business Case Study)
The interim report will give a detailed outline on the current situation of the
client’s organisation, including the business process and the financial aspect of the
project. The costs associated with the project have also been included to show the
feasibility of the projects. The aspects in the section include professional fees,
Return on Investment, Net Present Value, Discounts and cost projection. Overall,
the interim report gives a brief picture of a business case that will be taken by
both parties on the development and implementation of LIFEXPRESS, bringing a
new re-engineered business centric process through mobile commerce.
4.1.2 Technological Study

The technological studies are outlined in the memo of the project. It is subdivided
into several categories:
The Software System (Customer Relationship Management, Live

Support System, Operating Systems, etc.)
The Hardware (Servers, Routers)
The Mobile Gadget (Personal Device Accessories, Mobile Phones)
The Network Infrastructure (3G, GSM)
The Integrated Solution
The LIFEXPRESS system operates and built upon incorporating the five categories
of the technological studies.
4.1.3 Feasibility Study

In the feasibility study, a number of considerations have been identified based on
the following needs of the organisation:
improved product distribution

reduce internal cost
increased cross selling of products
exploitation of new web-based technologies

From this study, a desired system solution has been derived and implemented
with these following listed:
a new method for brokers to conduct business

develop a thorough customer financial profile
identify and explore the organisation’s most appropriate products
to close sale onsite with all necessary documentation.
4.1.4 Request for Proposal (RFP)

In the Request for Proposal (RFP) of the project, the structure of the project is
discussed in details. The overall project management has been also been discussed
in much detail based on the desired plan for the project to be initiated. In addition,
the desired requirements have been briefly explained and requested in that report.
4.1.5 Training Plan

The purpose of this plan is to present the goals, approach, and plans for
LIFEXPRESS training to XYZ Insurance end users and equip them with the
necessary knowledge to operate the system with minimal assistance from support
staff. The LIFEXPRESS Training program will impart business process and
application skills on the target audience to ensure a successful implementation of
the LIFEXPRESS project.
4.1.6 Implementation Report

In the implementation report, a brief pre-guide will illustrate the operation plan
for the implementation phase of the project. This plan will cover briefly its system
overview, giving an illustration to the system description and organisation
4.2 Maintenance of Project Records

The documentations relating to the project are securely maintained to avoid unauthorised
access, alteration or removal. Hard copies of the documents were managed by the Project
Manger from ITPST. These documents control method was used for the reports included
the use of the version control, build status, controlled documents and distribution list. The
distribution lists are maintained electronically. The use of document controls avoids:
difficulty in readily determining the difference between documents

superseded documents remaining in circulation
not knowing who has been issued with copies of documents
The present document was also controlled and recipients were requested to return the old
copies for disposal. Electronic records are managed by the project manager through the
use of document management system. Document naming was standardised for all
documents and templates were used. This allows for ease of retrieval, availability,

accessibility and readability. The website is updated frequently. All electronic records are
backed up on a weekly basis, an up to date hard copy of documents was also maintained.
5 Project Management
5.1 Planning and Scope
This project is at the initial stage of project management for documentation of all the
necessary reports to support the project to embark physically in late November 2005. The
business case was presented to the project sponsors on the research solutions, with the
cost and feasibility for the re-engineered business project that involves the whole sales
operation. With the other reports determined the path of the reports to be taken in place
through the presentation of the Request of Proposal, Implementation and Training plan
report.
At the request of project sponsor, the project was expanded to include identifying an
efficient and effective process for management of the project as a whole, across both
project team and sponsors. The Business Case was completed in accordance with the
relevant reports guidelines and support.
5.2 Governance
Project Steering Management

Board of XYZ Insurance
Project Sponsor Stakeholders

XYZ Insurance Departments in XYZ
Respondents to Policy Analyst &

the RPF Brokers
Project Team
ITPST
The above model was the governance structure used based on the Project
Management Guidelines Version 5.0 prepared by the ITPST. The governance

model has been proven to be effective. The composition of the Committee,

Project Team, Working Groups and Consultants were appropriate to the needs of
the project
5.3 Stakeholders Management

Key stakeholders were identified by the Project Sponsor and Project Manager, in this
section of management. These issues are actually derived from the feasibility study
conducted by the business case analyst and the client liaison officer. These issue have
been addressed and discussed with the Project Sponsor and been documented in the
business case report, as well as the feasibility report. Also, all meetings of the stakeholder
were documented and an action list was maintained.
5.4 Risk Management

Risk management was conducted initially as part of the assessment of the project
viability and documented in the project business case. A risk analysis chart was used to
document issues concerned with the identifying, analysing and responding to the project
risks.
Risks were monitored by the business case analyst, as their likelihood or impact ratings
change or any new risks emerged, throughout the project cycle. This is also supported
through regular reports provided to the steering committee and sponsors. Most risks
identified did not arise. But, those that did were successfully managed and did not pose
any significant threat to the project.
5.5 Resource Management

Resource management is divided into four components i.e.; budget, human resources,
physical and information. As the project was a part of the Company’s budget initiative,
funding was granted and a budget was set up and maintained by the Project Manager to
monitor that funding. This was worked very closely with the project sponsor, in order not
to exceed budgets or calculations in the process.
In terms of human resource, the main project team consists of the Project Sponsor,
Project Manager, Business Case Analyst, Technology Impact Analyst and Client Liaison
Officer. There was a skills mix in terms of knowledge of management skills, project
skills, technology knowledge and service (sales) skill industry. The result of this skills
mix was a well-managed project and good communication between the two major
stakeholders.
Physically, the project team is located in the University of Wollongong. All the activities
were done in that premises, and a centralised web system has been set up on the Internet.
The URL is: http://asia.groups.yahoo.com/group/iact451/. Therefore, the entire team
could share the directory containing all electronic documents relevant to the project.

Weekly meetings took place amongst the team members with more frequent meetings
held as required throughout the life of the project. Alternatively, email and telephone
were constantly used as other means of communication.
Lastly, on the information side, the information supplied such as papers from vendors,
other resources and general correspondence were stored both electronically and in hard
copy. This is also including all the reports, meetings and memo that have been created
during the project process.
5.6 Evaluation
A measurement of the project's success against well-defined criteria is necessary by
establishing the criterion helps with the measurements taken during the project and after
the project has finished. These measurements include determining whether key
performance milestones are being met, how well managed the project is, and whether the
specified project outputs have been delivered and the outcomes achieved.
5.7 Closure
The project states that a formal project closure phase will be undertaken. This will
include an evaluation and assessment of the outputs delivered by the project. This review
and assessment of outputs will enable project performance to be assessed and to identify
corporate lessons learnt. A closure meeting took place between the project team and the
sponsor. The Project Steering Committee was advised of successful outcomes by e-mail
and a formal closure of the Project was requested and subsequently granted, with the
submission of all related reports.
6 Project Performance
6.1 Performance against Objectives and Outcomes

The main objective of the project is to improve the business process of the Company by
Internet and mobile services was achieved. In addition, with the support of all the reports
that have been documented related to this project.
6.2 Performance against Critical Success Factors

The actual performance of the project against the determined critical success factors that
were:
1 The delivery of the Business Case Solutions, within the appropriate time
frames, including the Project RFP, Implementation and Training to the Project
Sponsor, together with the stated supporting reports, other materials, such as
the technology and feasibility study report to the Project Sponsor.


reached that stage of technology.
3 The acceptance of all the reports by the Project Sponsors to invest in this
project.
6.3 Performance against Outputs

All defined outputs were accomplished. These were as follows:
1 A business case that covers the project interim report, which includes the
scope statement, task, costing, risk analysis, process maps, marketing, IT
acquisition and modification, consultancies, training and on-going services
2 A Request of Proposal (RFP) that covers the project scope, target audiences,
design requirements and conditions, technical infrastructure requirements,
functional/programming requirements, integration requirement and lastly
determine of project management that consider the handling the RFP
processes and procedure.
3 Training and implementation reports that discussed on the operational plans of

both intermediate stages in planning the project process, on the project
embarkment and installed in the client’s site.
4 An evaluation and project closure reports to summarize the whole progress of

the initial documentation of the project management.
5 With all these documented materials, these will be presented to the project
sponsor for the actual phase to be implemented.
6.4 Performance against Budget

The initial planning of the project management, that involved the documentation of all
reports were satisfactorily completed and evaluated, within the budget provided in the
business cases. All actual costs were close to estimates.
6.5 Performance against Schedule

The project schedule went on smoothly, as most of the performance fitted into the initial
planned project schedule. The only section that is time consuming was the planning to
draft out all the reports and doing research to build up the system, through the materials
gathered and analysed.

On the other part, the schedule was frequently monitored as the time frame allowed was
quite tight, despite other project commitment. Thus, there was little room for any
slippages that could not be recovered from. This task was closely monitored by the
project manager on a weekly basis.
7 Lessons Learnt
7.1 What Worked Well

The major milestone of this project is the product of planning management that lays in all
the report which have been documented and produced. As a student team project, a
number of differences in issues have been address systematically according to the needs
to the project requirements. Hence, these reports will strategically align to the client’s
needs to achieve the main objective of the client. These reports to will be the guideline to
strategic implementation of the projects.
The business case gives a good general idea on the illustration of the whole project
solutions, with the support of RFP to set and determine on the process to handle this
project. The implementation and training plan is to allow the project to progress
strategically with the objective.
Overall, an important decision that was made early in the project was to document the
present process and then develop a new business process from the information gained.
The key feature of the present process mapping was the decision to map the processes in
significant detail. This is due to get an in-depth understanding of where present processes
were failing and where they were efficient. This detailed understanding made it much
easier to understand the present IT systems could continue without major changes to
business processes and/or hardware and software. It also made it much easier to
determine a preferred process for the future and to map the future required processes.
7.2 What Could Be Improved?

Due to the time constraints enforced on the Project Team, little time has been made
available to research other possible solutions. While a substantial amount of time has
been spent researching other possible options, the lack of manpower has made it difficult
to explore them in detail.
Additional information could have been made available to the project team to build a
more accurate picture of XYZ Insurance and to capture the needs and requirements of the
proposed LIFEXPRESS system.

8 Conclusion
The objective of the project is to manage and produce project documentation for XYZ’s
LIFEXPRESS system. This has been accomplished by producing the related reports i.e.;
business case, interim report, RFP, and training plan supported by other relevant
documentations.
The project was managed along the guidelines outlined in the project brief. The outcomes
were achieved within the set constraints of time, budget and scope detailed by the project
sponsors. All key stakeholders have endorsed the Business Case and supported it during
budget deliberations.
9 Summary of Recommendation
Based on the experience gained from his project, ITPST recommends building a project
team with the right skills, one of which must be knowledge of government governance
and interaction. External factors such as government policies play a significant part in
affecting the outcome of a project. External consultants, if any, must be selected carefully
based on reputation and previous relevant experience. Tight scoping of the project is
essential for accurate need and requirements analysis which form the foundation from
which the proposed solution is based upon. A weak foundation eventually results in a
flawed product.

10 References




30 May 2006]
Proposal
Available:
South Western, USA


2006].






River, New Jersey


IACT451 IT Project
Individual Outcomes Assessment (Process Report)
(Spring Session)
Version 1.0
Lasted Update:
Prepared By:
The Individual Outcomes Assessment (Process Report) is intended solely for XYZ
Insurance’s information and her perspective Stakeholders. The information given here is
to the best of our knowledge. The contents of this Process Report are confidential and not
to be reproduced without expressed written consent.

Amendment History

Number Change By

1 First Draft
Abdul Aziz 2005 Abdul Aziz Abdul Aziz

Distribution List
Names Title

Table of Contents
IACT451 IT Project Process Report ................................................................................... 6
1 Introduction.................................................................................................................. 6
2 The aims of the project ................................................................................................ 6
3 Participation and Roles in the Development of the Project ......................................... 7
3 Outcomes of the Project............................................................................................... 8
4 The Difficulties Developing This Project and the Solutions ....................................... 9
5 Was the project a success?......................................................................................... 11
Other Related Materials .................................................................................................... 12

private companies.

IACT451 IT Project Process Report

1 Introduction
This process report has identified the overall progress made during the project
management from late February to mid-October 2005. Basically, a number of
documentation reports have been produced during this initial project phase to support the
project lifecycle. This is done in order to achieve the main aim of the project strategically.
In addition, this report also discusses the participation and roles, as well as, the outcomes
and the difficulties of the project management. These details can determine the success of
the project.
2 The aims of the project

The aims of this project are to design and co-ordinate a project management plan which
consists of the business case (interim), request for proposal (RFP), trainings, and
implementation and evaluation report. This plan is actually designed for a fictitious
company, called XYZ Insurance Company. The Company has requested us to assist in
meeting its strategic goals in the industry. Concurrently, the project will improve the
business process of the Company by increasing the sales process and distribution to the
current and potential clients through the Internet and mobile services. This will also aid in
reducing the internal cost and regaining market share through integration of current
internal Information System.
This project is known as the Lifexpress system. It consists of three integrated modular
sub-system; customer relationship management, live support management and mobility
channel. In addition, this system will be a sophisticated computer aided system that will
enable the Company’s brokers nationwide to conduct business with their clients and
prospects in ways that had seemed next to impossible just a few years ago. This system
will allow the broker to use a laptop computer with mobile access or a similar device to
develop a true financial profile of the customer, generating of all necessary paper work
onsite to consummate a sale.
Apart from just the reports listed above, a study of the insurance industry has been also
conducted to support a concrete solution for the Company. This study includes the
existing technologies used by the other insurance companies and also the solutions given
by the other solution providers, such as SAP, Siebel, Blueberry and others. A brief,
feasible financial studies and reports are also being analysed to support the relative
project’s reports, together with the interviews and meeting sessions from a representative
staff (tutor plays the staff’s role) of the Company and other sources, such as from a real
company’s and profession’s perspectives.
The main aim of the project is to expose the team to gather necessary information about
the domain of the problem and develop a working project plan. Following that, an
execution is planned to produce a viable solution to a stated IT problem through the

effective communication (both orally and in writing) from the results of the investigation
with their team members.
3 Participation and Roles in the Development of the Project

The project is basically formed by three students, from different backgrounds,
qualifications (apart from the current course) and specialisation. Three different roles
have been identified here for this project co-ordination; Client Liaison Officer, Business
Case Analyst and Technology Impact Analyst. And, the below are the details of each
participant:
Name : Role As
Md Aidil Osman : Client Liaison Officer
Hoh Whay Loh : Business Case Analyst
Nurhazman Abdul Aziz : Technology Client Analyst
Ideally, client liaison officer’s roles are to identify the perceived problem and assess
initial feasibility of the project. In addition, he is also required to keep the sponsor
informed of the progress by scheduling meetings, developing meetings agendas and
preparing minutes for each meeting. Apart from that, he will administrate an online
centralised system of the project documentation, where all the team members could
update it at an instant click. As an illustration, the client liaison has built an online site at
this web address, http://asia.groups.yahoo.com/group/iact451/. The other documentations
and information can be found in the stated address systematically.
The business case analyst is responsible for producing a more detailed problem set, where
the generation, evaluation and selection of the suitable solution is decided. Following
then, it is by the conclusion of the developing project plan that includes the specifications,
milestones, dependencies and budgetary components. Overall, he will be responsible for
the final business plan and reports.
Lastly, the technology impact analyst will search for all the possible technology solutions
that are being used by the industry to market new products. Furthermore, he has to have a
deep understanding of the project business needs and requirements. Therefore, he can
relay and convert them into a suitable desired technical solution.
Apart from the main team, the client or also known as the project sponsor will be overall
in-charge and responsible for the operation of the project, as well as the funding for the
project that is received and allocating the funds appropriately. These tasks are actually
handled by the tutor. As time and studies for the project progress, meetings and schedules
are organised between the project sponsors to keep the project in track. These
documentations can be found and proven in the appendix. Overall, everyone in the
project team must do his job in order to reach the outcome of the project.

3 Outcomes of the Project

With the efforts made to conduct relevant studies, researches and interviews from the industry, the outcomes of the project result in
the reports’ qualities. Moreover, the ‘intended outcomes’ of the project are the particular effects that are anticipated. The intended
outcomes of the project are the particular differences in perception, thinking and practice that the project intend to make. Two
examples of clarified or sharpened objectives are shown below, together with an indication of the process which leads to each.
Original Possible key Possible sharpened Possible target

S/NO Comments
objective question outcome audiences
1 Undertake What do these To identify through A specified number Each insurance company has engaged at least a
research, survey, surveys intend surveys, current or proportions of solution provider to assist them in their IT needs
studies to achieve? process are being Insurance and solutions. This will lead us to the technology
analysed by the companies and involved behind the solution provided by the
industry as a basis solution companies solution company.
for planning what the for the Insurance
project can do to industry
improve process
2 Develop What does this To enable the project The project sponsor, The original objective is to produce a set of
guidance to the guidance to improve the Interested reports that document the project lifecycle. All that
report and intend to provision for respondents and the is suggested here is that the purpose, the
detailed achieve? developing a proper relevant intended effects, the intended outcomes of the
information about real business project stakeholders intended output are made explicitly and put first.
the project. report through the This will steer the production of the output
provision of accordingly and accurately.
appropriate guidance

Overall, a number of documentation reports have been produced in order to achieve the
core objective of the project. These documentation reports are:
1. Business Case (Interim Report),

2. Request for Proposal (RFP),
3. Implementation Plan,
4. Training Plan,
5. Project Closure and Evaluation Report.
Apart from these main reports, there are other supporting reports that have been drawn
out to support the final outcome, such as the compilation of weekly minutes, memos,
feasibility study report, technological study report, proposal solutions (the solution
brochures) and other related reports.
4 The Difficulties Developing This Project and the Solutions

A number of factors have been identified by the project team during the development of
this project lifecycle. From the illustration below, there are four factors of difficulties
since the initial of the project’s embarkation. They are from the project competitors, team,
resources, clients, and perhaps other contributing factors. These factors will bring out the
success of managing this overall project.
The Project Competitors

Level of presentation
Level of idea and
solution
The Project The Project Team
Resources Internal
Lack of dateline
resources IT Project Allocation of
Time Difficulties & task
consuming Solutions Fluency flow
Lack of of project
knowledge Workload
The Project Client Other Contributing Factors

Unavailability Other project commitments
Uncertainty Illness
Lack of Personal problems
Information
Figure: Factors Affecting the Project Outcomes and Success Identify by the Project Team

The Project Client

The project client is one of the five main factors that contribute to the project
methodology and one of the factors that directs and sponsors the main objective of the
project. There are a couple of issues that are raised between the project team and the
client during the development of the project. These issues are such as:
The availability of the client to discuss in-depth of the project requirements.

The uncertainty of the scenarios illustrated to the project team to develop a
suitable solution for the brokers to use.
The lack of information gives to the project team to develop a suitable solution for
the broker.
As issues are faced, the project is taken in from another approach. The team has decided
to do a market survey from a number of resources that powered the insurance company.
For instance, the team can do a strong study based on a couple of well-known insurance
companies that exist in the market such as Prudential, AIA and etc. From these stated
companies, the team have found out that different companies address their business
process differently, either in the office or on the field. This leads to the research on
information and communication solution companies, such as Peoplesoft, Siebel,
Microsoft, Blackberry, Palm and others. Moreover, from these sites, the team is able to
access and brainstorm suitable solution to solve client’s agenda.
The Project Resource

From initial phase, the client did not give sufficient information on the project resource
for the team to develop the solution. The resources have to be searched and analysed
from the industry, which is time-consuming. In addition, the team has to mix-matched the
findings to produce a suitable solution. In order to prove that the solution is an ideal
workable solution, the team has to meet up and verify with the senior consultants for
further advices.
Lack of resources is actually one of the main contributing factors to the project
development. Another contributing point that strengthens this factor is most of the team
members are not exposed and well-trained in insurance. The team will take at least two
months to understand the brick and mortar concept of the business process before being
able to re-engineer the whole idea. This task is led by the technology impact analyst,
together with the business case analyst. After two months of intensive studies, the team is
able to produce three reliable solutions that meet the objective of the client.
The Project Competitors

Similar to the real industry, the team has competitors that offer similar solutions and
services to the client. Most of the competitors seem very confident in delivering their
solution to the client as they are able to deliver the solution using latest technology
available in the market. This can be observed during their presentations of their product
and the efforts put into the projects.

In this situation, the stake is raised and the team are also expected stay on par with the
competitors. In order to remain at a competitive advantage with the rest, the team has to
put extra effort in presenting their documentation and presentation of the solution,
beginning with the Business Case Report (Interim Report). The research is not only
extended in producing the ideal solution, but also in delivering the product
documentation and management. This enables the team to stay strategically ahead from
the rest.
The Project Team

Similar to any other projects, the project team also faces a number of difficulties in
developing the project. Apart from the difficulties mentioned above, their difficulties are
concerned more towards the internal factors, such as:
the allocation of tasks

meeting the internal dateline before compiling and presenting to the project
sponsor
the fluency of the project flow
the workload that each member is handling
In order to overcome these difficulties, the project team has come out with a systematic
workload. The research of the each solution or documentation will be done together and
analysed. Following that, the technology impact analyst will draft out an initial draft for
all the reports according to the project’s technical requirements. Then, the business case
analyst will determine the flow of the presented documentation report strategically and
from the business perspective. Lastly, the client liaison will check the presentation and
the legible of the documentation.
Other Contributing Factors

There are other contributing factors that the team face as part of the difficulties, such as
other project commitments, illness and other minor personal issues that hold back the
internal dateline. These factors cannot be avoided, but to ‘give and take’ among the
project members.
Overall, no matter what the difficulties faced by the individual or the project team, they
will still carry on the project and seek other alternatives to overcome the situations.
Importantly, the team have to act professionally, knowing their individual contribution to
the project’s success in achieving the project objective.
5 Was the project a success?

The success of the project is determined by the acceptance of the project sponsor and the
advisory board who review the entire documentation of the project. This is based on the
assessment given according to the percentage given to this project, including the
comments and reviews from the project sponsor’s perspective. Thus, if these were to be
negative, the team will label the project as a failure and has to revise all the
documentation of the reports all over again.

On the other hand, the team is on the positive side due to the presentation of the reports
that clearly explained the project herself. Moreover, the project, which includes the
researches and analysis of the report’s solution, was managed orderly. A number of
matters that are related to the particular project have also been seriously addressed in
each report, in order to meet the main objective of the project.
Overall, the project is a success as a number of subjects have been presented

systematically to be addressed in this project, such as:
1. Business Case Report (Interim Report)

2. Request for Proposal (RFP)
3. Training Plan
4. Implementation Plan
5. Project Closure and Evaluation
6. Other related documents
(Minutes, Memos, Feasibility Study, Solutions Report, etc)
Other Related Materials

Enclosed to this report are the details of meetings and memo that have been acting as the
supported documentation to the project.

Weekly Minutes
Date: 22 March 2005 (Week 5) Time: 1430 – 1630hrs
Tim Coltman,
Facilitator: Type of Meeting: Regular
Peter Hyland
Attendees: Aidil, Hazman, How Whay, Laurent,
Absentees: Sovanna
Topics: Choosing of group members, role allocation for Project XYZ Insurance
Taken By: Md. Aidil Osman
Job
Allocated
1. The meeting started when the All 29th Choosing of
facilitator handed out the Case March group member
Study which outlines the three 2005
specific roles required for the
project. Each group was to be
comprised of three members each
holding a role i.e. Client Liaison
(CL), Business Case Architect
(BCA), and Technology Impact
Analyst (TIA).
Each of us expressed which roles All Role allocation

would best suit us according to
preferences and strengths. The
result of which is listed below:
NAME 1ST CHOICE 2ND CHOICE

Aidil Client Liaison Technology Impact Analyst
Hazman Technology Impact Analyst Business Case Architect
How Whay Business Case Architect Technology Impact Analyst
Laurent Business Case Architect Client Liaison
Sovanna Not present (To Be Confirm Later)
1
Job
Allocated
2. As there were 5 people present the All 29th
forming of a group posed an March
immediate concern. Sovanna was 2005
not present during the meeting due
to undisclosed reasons. Prior to the
meeting How Whay and Laurent
had a mutual understanding to
work together while Aidil and
Hazman preferred to work
together as they had formed a
good working relationship in the
past.
The decision was made to seek the

advice of the facilitator on this
issue as there were several
individuals not present in the
meeting who would be able to join
the group. An email was sent to
the facilitator by Laurent after the
meeting ended regarding this
matter.
2
Weekly Minutes
Date: 30 March 2005 (Week 6) Time: 9.30 – 11.00 am
Attendees: Nurhazman Abdul Aziz, Md Aidil Osman
Absentees: Nil
Topics: Weekly Meeting (updates)
Location: Through MSN Messenger conversation
Job
Allocated
1. Hazman and Aidil decided to start All Distribution of

on the project while waiting for roles
advice from the facilitator
regarding setting up of a group.
The decision has been made that
Aidil takes on the role of Client
Liaison while Hazman is assigned
the role of Technology Impact
Analyst. We are still waiting for a
3rd member to join the group in the
role as Business Case Analyst.
2. Sovanna has confirmed his All 5 April Sovanna

preference for the TIA (1st Choice) 2005. confirmed his
or CL (2nd Choice) role therefore it preference
is most unlikely he will join this
group. It would be ideal if either
How Whay or Laurent complete
the group as they both indicated
their preference for the BSA role.
This matter will be sorted out
during the next meeting on 5 April
2005.
1
3. As this period was during the All Channel of
break, the meeting was held online communication
through MSN Messenger and
phone calls to further clarify
certain points. The two current
members of the group exchanged
their activity three task to better
understand what each can bring to
the project.
These two primary objectives were

decided on:
1. Develop a thorough Project

financial profile of Objective
customer, identify
and explore our
company’s most
appropriate
competitors’ ratings
and performance
2. Generate all the Project

necessary paperwork on-site to Objective
consummate sale
One of the primary concerns of the

project was to create a user
friendly product. As stated by Mr.
Bennet, “Computers have never
been one of our strengths.” This
objective will be kept in mind
throughout the entire project
development and planning to
ensure success.
2
4. Hazman have suggested the
following actions to follow up on
as the project TIA:
1. Interview some of brokers All, CL will Interviewed

(friends who work as/in the consolidate brokers to find
insurance agent/industry all the out in details of
before) on their job aspects information the industry
and daily lives.
• Enquire how the industry

project is like All
• The technology they have

been using. From this All, TIA
point, we will able to get will
notes on their software consolidate
providers and do detailed all the
researches later on. information
• Will get feedback from

the clients.
2. Once complete, we will

search the technology used in the TIA Followed by the
insurance industry technology used
3. Please also learn the

concept of Customers Relationship All Using the
Management (CRM) and also the concept of
software used. We have estimated Customers
our project will go towards this Relationship
process. Management
3
5. Take taken:
Action 1:
It was decided both of us make use All Action 1

of our contacts working in the
insurance industry. We will extract
and gather as much information
from those contacts so as to get an
accurate depiction of the current
practices in the market.
Action 2:
This will be done by the TIA upon TIA Action 2

completion of action 1.
Action 3:
Everyone in the group will have to All Action 3

have a good grasp of CRM before
embarking on the project. The
concept and applications will have
to be understood in order to
successfully apply this process to
XZY Insurance.
The decision was also made for All Documentation

every member to write a short
memo or summary which will
include their weekly tasks and any
useful information found.
Documentation of this is essential.
4
6. A Yahoo Group was set up for the All Creation of
group to facilitate discussion and Yahoo Group
information sharing between group
members as mass emailing parts of
the project often leads to chaos.
Email quota would be exceeded,
there would be unnecessary
duplication of information,
uncertainty if the files in the email
were the latest version, and etc.
CL
Having a common source of files
would address this problem. The
CL would be responsible for
maintaining the files and have a
copy offline in case of
emergencies. Finalized documents
would be converted to Adobe PDF
format while drafts would be
posted up for members to
comment on and edit. The URL
for the
Yahoo Group is:

http://asia.groups.yahoo.com/grou
p/iact451/
5
Weekly Minutes
Date: April 5, 2005 Time: 1530 – 1600hrs
(XYZ Client)
Absentees: Nil
Topics:
Taken By: Nurhazman Abdul Aziz
Job
Allocated
1. Recapped on the previous meeting, Hazman Brainstorming
and brief introduce the (TIA) and update the
documentation system which have progress of
been done on the net thru Yahoo project
group. Every team members have
to be familiarised, tutor also being
brief on the updates and progress.
2. Client’s detail brief on company Peter Brief on

operations, daily operation of (Client) company,
brokers, communication between brokers,
brokers and company, thru several communication
means of communication.
3. Client’s desire system to aid their Client & Desire System

operations. The company and Aidil (CL)
brokers want to cross sell other
products, able to compare their
products to competitors, for now
in the Australian market e.g. GIO,
will showcase the XYZ’s policies
in a better position to competitor’s
products, Do not show how
competitors have a better product
than XYZ
1
The client told us to meet next
week to talk to their policy analyst
to discuss key performance
indicators of the company.
They wish to have they have a

balanced approach. They want to
use a technology that is mature,
have been proven to work and a bit
towards the latest technology.
4. The policies received from brokers Peter Selling Process

are reviewed by policy analysts to (Client) & for the policy
determine if the company is going Aidil (CL) system
to insure the customer. Most are
simple procedures done by junior
policy analysts but the more
complex or larger contracts are
reviewed by senior policy analysts.
The company is looking if its
possible to automate the
acceptance of policies by
implementing expert systems.
5. Customers the company currently Peter XYZ’s Pool Of

provide for covers individuals and (Client) Customers
businesses. They have several
large corporations such as
Bluescope. The main market now
is Australia where they are the
largest insurance provider and they
have been in NZ for the past 10
years. They now want to target the
South East Asian market.
6. We have agreed with the clients to All Proposal of 3

draw out 3 ideal system, based ideal system
three different approach and
budget of the project proposed.
Prepared by,
Technology Impact Analyst
2
Weekly Minutes
(XYZ Client)
Absentees: Nil
Topics:
Job
Allocated
1. Discussed about the competitors in Aidil (CL) Examples of
the insurance industry for the & How companies
regions of Australia, New Zealand, Whay studied in the
and South East Asia. (BCA) SEA market
were;
Identify and discuss the business Prudential,
process that the industry has Great Eastern
adopted. and AIA, while
for the
Australian and
New Zealand
region includes;
AAMI, CGU
and Illawarra
Credit Union.
2. A study was conducted on mobile, Hazman
CRM and real time (TIA)
communication solutions
3. Case studies on how the industry ALL
has implemented similar solutions
were brought up and studied.
Taking these into consideration

would help the project team to
learn from previous mistakes.
1
Weekly Minutes
(XYZ Client)
Absentees: Nil
Topics:
Job
Allocated
1. As requested by the client, the ALL
project team presented an initial
draft proposal. Topics covered
include; business process, front
and back end equipment,
scenarios, hardware costs, and
competitors in South East Asia
2. Client gave comments on the ALL Proposal of 3

project progress and requested solutions
three types of solutions to be
presented at a later date
3. The group allocated the task of ALL Allocation of
creating the three proposals. tasks
Hazman as TIA would propose the

high end solution as he has the
most technical knowledge.
Aidil would propose a mid level

system that would have a balance
between technology and cost
How Whay would propose the low

end proposal.
1
Weekly Minutes
Date: May 3, 2005 Time: 1530 – 1600 hrs
(XYZ Client)
Absentees: Nil
Topics:
Job
Allocated
1. Presented the three solutions to the ALL All solutions
client proposed meet
the main
requirements.
The difference
lie in
configurations
and
specifications
2. Client selected solution 1, high ALL
end, and told us to start working
on it.
3. Break down the task into parts and ALL As scope of

allocated to project members as project has been
per their background refined the team
focused its
efforts into the
implications of
implementing
the system.
1
Weekly Minutes
Date: August 9, 2005 (Week 4) Time: 1430-1630hrs
Facilitator: Hoh Whay, LOH Type of Meeting: Regular
Attendees: Aidil, Hazman, Hoh Whay
Absentees:
Topics: Job Allocation
Taken By: Hoh Whay, LOH
Job
Allocated
1. The meeting started by addressing All
the documents that need to be
completed in this session. They
are:
RFP (Request for Proposal)

Implementation Plan
Training Document
Project Closure
Evaluation Criteria
Individual Outcome
Assessment
Required Documents Start End

RFP (Request for Proposal) 16th August 2005 Draft 23rd August
2005
Final 30th August
2005
Implementation Plan 30th August 2005 Draft 6th September

2005
Final 13th
September
1
Training Document 13th September 2005 Draft 20th
September 2005
Final 4th October
2005
Project Closure & Evaluation 4th October 2005 11th October 2005
Criteria
Individual Outcome Assessment 11th October 2005 10th October 2005
2
Weekly Minutes
Date: October 11, 2005 (Week Time: 1630-1730hrs
6)
Facilitator: Hoh Whay, LOH Type of Meeting: Draft RFP Review
Absentees:
Topics: RFP
Job
Allocated
1. The meeting started by going All 23 RFP will be
through the RFP to identify August finalized on
suitable amendments. 2005 dateline.
2. Aidil, Hazman identified a Hoh Whay

problem with the figures for
project budget.
3. ??? Need more info
1
Weekly Minutes
Date: September 6, 2005 Time: 1630-1730hrs
(Week 8)
Facilitator: Hoh Whay, LOH Type of Meeting: Implementation Plan
Review
Absentees:
Topics: Implementation Plan
Job
Allocated
1. Meeting started by reviewing the All 13 Implementation
draft Implementation Plan by all Septemb Plan will be
members to identify suitable er 2005 finalized on
amendments. dateline.
2. Implementation Schedule needs to Hoh Whay 13

be revised. Septemb
er 2005
3. Database Environment needs to be Aidil 13

edited. Septemb
er 2005
1
Weekly Minutes
Date: September 20, 2005 Time: 1630-1730hrs
(Week 10)
Facilitator: Hoh Whay, LOH Type of Meeting: Training Document
Review
Absentees:
Topics: Training Document
Job
Allocated
1. Meeting started by reviewing the All October Training
draft Training Document by all 4, 2005 Document will
members to identify suitable be finalized on
amendments. dateline.
2. Aidil, Hazman identified the lack Hoh Whay October Improve on the
of information on target audience 4, 2005 details of
which is a crucial element to of the “Target
Training Document. Audience”
3. The Curriculum section needs to Hoh Whay October Matching users
be edited so that users are matched 4, 2005 to specific
to their specific course/module. course/module
1
Weekly Minutes
Date: October 11, 2005 (Week Time: 1630-1730hrs
12)
Facilitator: Hoh Whay, LOH Type of Meeting: Project Closure &
Evaluation Criteria
Review
Absentees:
Topics: Project Closure & Evaluation Criteria
Job
Allocated
1. The meeting started by going
through the Project Closure &
Evaluation Criteria to identify
suitable amendments.
2.
1
Memo
Date: 01 April 1, 2005 Time: 1636


Minutes Number
Detail
Number
Detail
Paper Number
Detail
1
Memo
Done By: Md Aidil Osman Type of Meeting: Notes
Topics: Daily Operation of Broker

1. How broker communicate with XYZ. They bring
pamphlets or policy papers when they meet the
client. They company have its own secure
website. They encourage brokers to download
these documents and print or show to client via
laptop.
Brokers then post the signed policy documents to

the company. The documents are sent to the
company where data entry staffs enter the
details into the computer system. If there are
missing data e.g. tax file number missing they
call the broker to find the information. The
company also accepts emails form brokers who
send via attachment policy details but from
experience it is not a good system to accept
documents. Brokers are intermediate computer
users.
The company and brokers want to cross sell other

products. If a broker travels to a distant farm to
offer insurance policy they could also offer to
provide the client other products such as
mortgage insurance, etc. or to a large organization
they can offer fire safety policy etc. the company
offers discounts to those who buy a range of
products.
The brokers are local experts who live in or near

the area they are servicing. While most have their
own equipment such as laptops a minority does
not (according to company its 7%). If we can
1
show that losing the 7% of brokers who do not
have mobile computing equipment but the new
system will increase sales by a margin that will
more than cover the percentage of brokers lost
they will do it. This related to return of
investment (ROI).
The policies received from brokers are reviewed

by policy analysts to determine if the company is
going to insure the customer. Most are simple
procedures done by junior policy analysts but the
more complex or larger contracts are reviewed by
senior policy analysts. The company is looking if
its possible to automate the acceptance of
policies by implementing expert systems. This
will reduce manual repetitive tasks on simple
cases. This will also increase efficiency as man
hours are not lost to simple tasks. Larger or more
complex cases will also help the more complex
cases but still need to be verified by policy
analysts.
Customers the company currently provide for

covers individuals and businesses. They have
several large corporations such as Bluescope. The
main market now is Australia where they are the
largest insurance provider and they have been in
NZ for the past 10 years. They now want to target
the South East Asian market. The company wants
the system to be able to compare their products
to competitors, for now in the Australian market
e.g. GIO. The system will showcase the XYZ’s
policies in a better position to competitor’s
products. Do not show how competitors have a
better product than XYZ. The client told us to
meet next week to talk to their policy analyst to
discuss key performance indicators of the
company.
The position of the company in terms of

technology is they have a balanced approach.
They want to use a technology that is mature,
have been proven to work and abit towards the
latest technology.
2
Memo
Done By: Md Aidil Mosman Type of Meeting: Ad hoc
Topics: Requirement

1. Greater product distribution
⇒ A system to support brokers with tools to
get fast, reliable information needed to
close the sale
⇒ Increase sales
⇒ Expand market reach towards South East
Asia, HK
2. Reduce internal costs
⇒ Streamline business functions
⇒ Automate simple repetitive tasks (reduce
the time taken for an expensive staff
member to do simple tasks as it’s done by
computers)
⇒ Less data entry staff required
⇒ Less employees needed to do the same
amount for work previously
3. Increased cross selling of products
⇒ Higher level of customer relationship
1
4. Exploitation of new web based technologies to
help brokers work remotely with customers
⇒ Implement expert systems to aid in
decision making
⇒ Implement a technology that competitors
don’t have
⇒ Gain competitive advantage through ICT
⇒ Identify new methods to conduct business
that was impossible few years ago
⇒ Develop through financial profile of
customer
⇒ Identify and explore XYZ most suitable
products
⇒ Compare and contrast XYZ offerings
against competitor’s ratings and
performance
⇒ Generate all necessary paperwork on site
to close the sale
⇒ Point of sale is at customer’s location
⇒ Time to complete processing of
paperwork reduced from days to hours
2
Memo
Done By: Nurhazman Abdul Aziz Type of Meeting: Ad hoc
Topics: Draft Proposal for XYZ (High End)
Draft Proposal for XYZ Insurance

By Nurhazman Abdul Aziz
Details on Lifexpress System
Lifexpress enables organizations to efficiently organize, populate, and maintain

information on all aspects of their customer relationships in the insurance industry. The
system seamlessly blends all of the functionality required to manage information on
many aspects of your business into an intuitive and friendly tabbed user interface.
The core features of Lifexpress are: –
Customer Relationship Management:

• Account creation and management, with any number of Contacts associated with
each Account;
• Activity history (Meetings, Calls, Tasks, Notes with optional file attachments, and
Emails) is tracked for Contacts, Accounts, Leads, Opportunities and Cases;
Tasks may be assigned to users, and automatic email notifications may optionally
be sent to advise users of new tasks; and
Sales Force Automation:

• Summary view of upcoming Appointments, top Opportunities, open Cases, Leads,
open Tasks, assigned Bugs, sales pipeline graph, monthly calendar, and a quick
contact entry facility;
• Sales Lead creation and tracking, and conversion of sales Leads into
Opportunities; and Graphical Dashboard display of Opportunity Pipeline, Lead
Sources & Outcomes.
• Comparasion of product with compatitors
Customer Service Tracking:

• A case management system that allows users to track customer problems and
resolutions. Allows each problem to have a lifecycle of information to improve
customer satisfaction; and
• Each case links to the related Account, Contacts, Notes, associated files, plus Call
and Meeting activity history.
• A bug tracking system for managing bugs reported against different revisions of
software.
News Service:
• An RSS news feeds module lets you select and manage your favorite news feeds,
and display them on your My RSS News Feeds screen.
Corporate Calendar:
• Calendar view (by Day, Week, Month, or Year) of all corporate Activities, with
an associated Task list; and
• Shared calendar for viewing other user’s calendars for avoiding scheduling
conflicts.
Interface Consolidation:
• The Portal module allows administrators and users to link external web sites and
web applications into the Lifexpress user interface, enabling Lifexpress to become
a unified information interface for its users.
Home Module:
• Each user can now modify the tab list.
• My Upcoming Appointments
o Now permits you to filter by today, tomorrow, this week, next week, this
month and next month for greater flexibility in managing how you view
your appointments.
o Now displays all open appointments prior to the filter date, not just those
open appointments between today and the filter date. This prevents you
from forgetting previous open appointments.
o The associated contact name and account name are now displayed when
you mouse over the appointment name so that you don’t have to drill into
each appointment to find this information.
• My Open Cases and My Assigned Bugs have been added to the screen layout.
• One of the best kept secrets in Lifexpress, the “Enter Business Card” shortcut has
been added to the Shortcuts area. This feature allows users to enter a new Contact,
Account, Opportunity and follow-up Meeting all in one screen.
Portal Module:
• Add new tabs or individual user shortcuts to external web sites and applications.
Allows you to create a single enterprise application.

Contacts Module:
• Keep your data clean with a check for contact duplicates that now takes place
when first creating a record – the same duplicate check that is performed when
converting a lead or entering a business card.
Accounts Module:
• As with contacts, keep your data clean with a check for account duplicates that
now takes place when first creating an account - the same duplicate check that is
performed when converting a lead or entering a business card. If a possible
duplicate is found, you are taken to a Show Duplicates screen.
Activities Module:
• When closing a task, meeting or call from the home tab, open activities sub-panel
or activity list views, you are now taken to the edit view screen so that you can
enter notes before saving. Allows you to quickly enter notes about the activity as
you close it.
Dashboard:
• A new charting engine that generates more attractive charts and supports Far East
and Cyrillic character sets. This Flash-based plug-in is downloaded to the end
user’s browser, allowing data to be populated as the user watches while
simultaneously decreasing the server load.
RSS Module:
• You can now receive and view news feeds (RSS and ATOM) in this new module.
Each user can manage their own set of favorites to be displayed as My RSS News
Feeds.
• Bug Tracker Module:
o To enhance the service management capabilities of the system, a software
bug tracking module has been added, to manage the life cycle of software
bug reports.
System Administration:
• Customize fields in the application without directly modifying the source code.
Fields can be added, modified, removed or reconfigured through a simple point-
and-click administration tool.
• Modify dropdown values directly from the Admin screen.
• New configuration settings have been added to the system configuration file
which can disable the Export capability for all users, or for all users except those
with Administrator capability.
• You can now set your time and date display to new formats including day-month-
year and 10:00am.

• You can set your time zone and have all record time stamps displayed in your
local time.
Lifexpress is built on established customisation technologies based on open source

concept and widely supported industry standards, including the PHP development
environment, the MySQL relational database, the Apache or IIS web servers, and the
Linux or Windows Server operating systems. The system supports both the LAMP
(Linux, Apache, MySQL, PHP) and WIMP (Windows, IIS, MySQL, PHP) platforms.

Technical Requirement for Lifexpress
Before you begin using the system, ensure that you have the appropriate software
installed and configured on your system. All you will need is –
• A current web browser running on your computer. Lifexpress will be tested with
and supports a variety of browsers. The following browsers will be known to
work with Lifexpress:
o Mozilla version 1.7 and higher - www.mozilla.org/mozilla1.x
o Firefox version 1.0 and higher - www.mozilla.org/firefox
o Konqueror version 3.2 and higher - www.konqueror.org
o Microsoft Internet Explorer version 5 and higher - www.microsoft.com/ie
• Both JavaScript and cookies support must be enabled in the security settings of
your browser and is usually turned on by default.
• Network access to a server that is running the Lifexpress software.

o Your system or network administrator will be able to provide you with an
Internet address (URL) from which the system can be accessed.
Brokers Onsite
Internet / Intranet • Access the System
via own means (dial
up or broadband)
Brokers At Home
via own means (dial
Lifexpress System
up or broadband)
• Server will sit in the
main HQ
Brokers At Office
• Administrate by staff
of organisation
via own means (dial
up or broadband)
Key Staffs
via own means (dial
up or broadband)
Access System of Lifexpress

5
Recommend Equipment Used By Brokers
Because insurance brokers are always on the go, having the

flexibility to conduct business anywhere anytime has
become an absolute necessity and critical requirement for
success in today's market.
What is a Tablet PC
The tablet pc allows you to experience a new level of
productivity and mobility by bringing handwriting and computing together in an
innovative, highly mobile and extremely versatile design. This powerful all new way of
computing allows for seamless mobility between different environments. It is the next
generation of computing - a full function PC with ultra-mobile design that incorporates
the simplicity of handwriting.
New Advance in Tablet PC

• Ideal flexibility - use either pen or mobile keyboard
• Ability to write and store information as "digital ink" with state of the art
handwriting capability with Windows Journal
• Innovative mobile keyboard - removable, change with a flip of a switch from
tablet to notebook PC mode
• Innovative docking station -- easy transitions with multi-monitor docking profiles
• Ultra-thin and light design -- 3lbs, less than 1" thin
• The latest in wireless capability - integrated wireless LAN 802.11b and Bluetooth
PAN
• Long battery life - over 4 hours
• Speech recognition software
• Improved sparkle free glass
Feature to Consider
• Mobile Intel® Celeron® (ULV) or Intel® Pentium® M (ULV)
• Powerful operating system - Microsoft® Windows® XP Tablet PC Edition
• Processor speed: up to 1.0 GHz
• Memory: up to 2 GB SMART hard drives: 30GB - 60GB
• Ports/connectors: includes two (2) USB 2.0 RJ-45 (NIC), RJ-11 Modem, VGA
internal 802.11b integrated wireless LAN and Bluetooth PAN, 1 ea. PCMCIA slot,
1 ea. Compact Flash slot
• Audio: built-in stereo speakers, headset adaptor, microphone input, external
speaker port, Input: includes active pen, keyboard and pointstick
• Docking station: with 4 USB 2.0 ports, extend functionality by adding a full-
function monitor, mouse, keyboard, and MultiBay options such as floppy drive,
CD-ROM, DVD, and/or CD/RW
System prices start at US$1599.00*
6
Memo
Done By: Hoh Whay, LOH Type of Meeting: Ad hoc
Topics: Insurance Policies of Competitors in SEA (Indonesia, Thailand,
Malaysia, Singapore)
Country: INDONESIA
Company: Allianz Indonesia
Retail Insurance
Name Type
My House Fire insurance.
My Car Motor vehicle insurance.
My Life Style Travel insurance.
My Business Professional liability.
My Health Personal accident insurance.
My SafetyBox Combination of four individual insurances, Property, Motor Vehicle,
Personal Accident, and Personal Liability of which you can choose
those which fit your needs.
ProteksiKu Personal accident insurance package, which is developed specifically
for retail customer.
My Life Education Fund Program, Savings Plan, Basic Protection, as well as
Insurance combination of Protection & Investment Plan.
My Healthcare Health insurance.
1
Corporate Insurance
Name Type
Property Business Interruption, Consequential Loss Insurance, Householder,
Industrial All Risks, Loss of Profit
Marine Marine Cargo, Inland Transit, Marine Hull
Engineering Erection All Risks, Constructor's All Risks, Machinery Breakdown,

Electronic Equipment
Casualties Motor, Money Insurance, Fidelity Guarantee
Liability Director's and Officer's Liability, Employer's Liability, Product

Liability, Professional Indemnity, Public Liability, Workmen's
Compensation
Employee Health coverage, life coverage for employee, Pension Fund program,
Benefits reserve fund for severance payment and other future savings needs.
SME Insurance
Name Type
UsahaKu Insurance protection against the basic risk of Flexas (Fire, Lightning,
Explosion, Falling of an aircraft, Smoke) RSMD (Riot, Strike and
Malicious Damage) and burglary completed with the loss of profits
coverage caused by those basic risks.
Country: THAILAND
Company: BUPA Thailand
Personal Insurance
Name Type
Personal Care Personal health coverage.
Platinum Care For individuals and their families who want access to the very best
medical facilities.
Worldwide Worldwide travel insurance for employees and families.
Travel Insurance
Corporate Insurance
2
Name Type
Corporate Care Protecting employees' health and company's financial health
(Companies of any size).
Small Company Specially designed packaged solution for companies with 100
Care employees or less.
Country: MALAYSIA
Company: Great Eastern Life
Personal Insurance
Name Type
Protection Lifetime protection, against unexpected events and hardships.
Health Medical coverage.
Education Coverage for children’s education.
Retirement Maintain financial independence well into retirement years.
Investment- Life insurance plan where the value of benefits are, wholly or partly
linked linked to investment performance of a separate investment-link
fund(s).
Supplementary Enhanced benefits on the basic whole life, term or endowment
Riders policies.
Corporate Insurance
Name Type
Employee Employee health coverage.
Benefits
Retirement To provide as an additional protection against the loss or reduction in

Benefits the earnings as a result of retirement, premature death or total and
permanent disability.
Property Reward The Developer gives a free insurance protection and investment to
Scheme eligible purchasers.
Country: SINGAPORE
3
Company: Allianz Singapore
Personal Insurance
Name Type
Domestic For families with foreign domestic help. Personal accident,
Servants repatriation expenses, hospital expenses, etc.
Family Healthcare program designed for individuals and their family.

HealthCare
HomeSafe Home coverage.
LadyAutoSafe Car insurance tailored for ladies.
MobileSafe Coverage for electronic Mobile Equipment that is solely for personal
use.
Motor Motor coverage.
Personal Personal coverage.
Accident
TravelSafe Travel coverage.
4
Corporate Insurance
Name Type
All Risks Property coverage.
Business Coverage for business interruption.
Interruption
Contractors Covers risks within the Construction Industry.
Directors & Indemnify the company and its directors or officers against loss
Officers arising from claims made against them by shareholders in respect of
breach of fiduciary duty or other dereliction of duty.
Electronic Coverage for electronic equipment such as computers.
Equipment
Extended Offers the Distributors or Manufacturers a protection that covers risks
Warranty from products, such as repair cost and replacement of
products/components.
Fidelity Coverage for employees who are likely to cause pecuniary loss
Guarantee because of their constant exposure to cash, stocks or other assets.
Fire Insurance Fire & lightning coverage.
Garage Safe Garage coverage.
Group Employees’ health coverage (lump sum hospital and surgical plan).
Healthcare
Group Personal Employees’ health coverage.
Marine Cargo Marine cargo coverage.
Money Coverage for loss of money.
Plate Glass Coverage for accidental breakage of glass
Product Liability Product liability coverage.
Professional Coverage for the Insured's legal liability for financial loss incurred by
Indemnity a Third Party arising out of the advice given in a professional
capacity.
Public Liability Coverage for accidental bodily injury to and/or damage to property of
any third party arising out of and in connection with the Insured's
business.
Small Business Combination of Property on an "All Risks" basis, Business
Interruption, Money and Workmen's Compensation.
Workmen's Coverage for employer’s ‘workmen’.
Compensation
5
Memo
Done By: Hazman Type of Meeting: Ad-hoc
Topics: Solution Overview
Graphical representation of Lifexpress
Lifexpress
CRM Blackberry
Compatible
Device
Existing
Information
Servers
Internet
Blackberry Server
Firewall
(Lifexpress
Mobchan)
Lifexpress
LSM Blackberry
Device
Database
Server
Lifexpress System
Connection
The new Lifexpress will be built on top of the existing Information System architecture.
The new system consists of 3 parts i.e. the CRM, LSM, and Blackberry Servers. Brokers
connect to the Company via the new system through the use of mobile devices. There are
three methods to connect to the Company IS. The project team strongly suggests using a
Blackberry device to fully utilize the potential of the new features. Other methods to
connect are through laptop with mobility connection or Blackberry Compatible devices.
1
Memo
Done By: Aidil Type of Meeting: Ad-hoc
Topics: Feasibility Study
Feasibility Report on Lifexpress for XYZ Insurance
Problem statement:
In our initial feasibility study, we have identified the following needs of XYZ Insurance:
1. improved product distribution

2. reduce internal cost
3. increased cross selling of products
4. exploitation of new web-based technologies
XYZ Insurance’s desired systems solutions:
1. new method for brokers to conduct business

2. develop a thorough customer financial profile
3. identify and explore XYZ’s most appropriate products
4. differentiate XYZ’s products against the competitors
5. to close a sale on site with all necessary documentation
A higher level of expectation is required from today's insurance companies. Consumers’

needs are becoming more complex. Thus they demand highly customized products,
tailored to their individual needs and to be able to compare with other market offerings.
1
To meet this level of standard, insurance companies of all sizes are turning to Customer
Relationship Management (CRM) to assist in becoming faster and more flexible -- all
while cutting costs. With Lifexpress’ CRM for Insurance, insurers can not only adapt
quickly to changing customer and market need, but also maintain the control and
visibility they need to ensure profitability and growth. Our comprehensive set of
innovative solutions can help XYZ streamline claims processing, collections and
disbursements, and asset management - and sustain profitable relationships with their best
customers.
Furthermore, this is now the time to discover the powerful advantages of Lifexpress’s
Customer Relationship Management for the insurance industry, as a ground solution.
This comprehensive, fully integrated solution provides everything XYZ’s need to build a
cutting-edge, customer-centric, and highly profitable organization. With Lifexpress CRM,
you can improve the quality of sales and service across every channel and touch point,
including agents and brokers, direct marketing, field sales, telephone, fax, and the
Internet. Lifexpress CRM integrates with all XYZ’s current other major business systems
– such as claims, commissions, policies, and financial systems – streamlining your
business processes and improving your response times. In addition, XYZ is also able to
integrate other technical components and equipments to generate all the necessary
paperwork on-site to consummate a sale.
As a result, you can focus on what is important in your business: increasing customer
satisfaction, reducing operational costs, and growing profitability. And that’s the best
way to ensure a successful future.
2
Solution 1:
The general scope of the proposed solution is shown in Diagram 1 below.
XYZ
Information System
Broker
Policy Analyst
Client
Customer
Relationship
Internal External
P P
Diagram 1: Overall scope of the proposed solution
Technical Feasibility:
At present, XYZ have an existing reliable Information Systems (IS) that completes all the
necessary process internally. The only accessibility made currently available to the
brokers is to download the relevant policy for them to market and sell. With the new
Customer Relationships Management system to be integrated with the existing IS, these
would allow the brokers to work with much efficiency. Furthermore, the brokers and the
policy analysts are able to communicate directly in the process of dealing the policy.
3
Technically, a number of new hardware and software is need for the proposed solution.
They are currently readily available at a price that is within the acceptable range. This
hardware includes the purchasing of a new application database server that the CRM will
install to. Basically, the CRM will be a web-based customer centric intelligence
application, where the brokers will login to the secure website, filling up the customers
details, and learning the customer’s interested product. In addition, this CRM will not
replace the current setup. On the other hand, it will act as an add ons to the current IS of
XYZ to provide and enhance the features. Hence, it will reduce the process in closing the
deal from 4 to 6 weeks to a few days or hours.
Organisational Feasibility:
Implementing this system, will involved a number of staffs in XYZ, mainly the policy
analysts and the brokers will be affected. Training needs to seek out for these two staffs,
as they are the main front-users of the systems and they have to be well verse with the
system environment.
In contrast, there are a large number of stakeholders involved, apart from the two staffs
members. Each of these stakeholders has various interests and agendas towards the
implementation of the system. In addition, they have divergent and conflicting interests
as they report to different people both internal and external to XYZ. This make the
situation hard to satisfy the difference group of stakeholders within the company, creating
organisation’s structure, duties and responsibilities will change. Resulting, some staffs,
such as data entry clerk will be reduced
4
Economic Feasibility:
The full Cost Benefit Analysis, including Return on Investment and Net Profit Value has
not been determined in detail. Preliminary costing for the high end solution has a figure
of $150,000 for new equipment cost and $20,000 for ongoing costs, which include the
softwares, consulting, training, implementation and other costs. We yet need to find this
amount affordable for the company for the benefits received. Modification of existing
hardware that was to aid the brokers in the sales process would be possible to reduce this
cost further.
Steps to Follow
Please check the proposed solution with your stakeholders. For any requests for
modifications or changes feel free to contact us. If the decision has been made to go
ahead with the solution, a detailed proposal will be prepared and submitted for approval.
The proposal will include all necessary details. We believe the solution will address the
problems identified and meet the desired functionality of your company.
5
Memo
Date: May 11, 2005 Time:
Done By: How Whay Type of Meeting:
Topics: Interim Report

1. An interim report has to be drawn out to BCA in charge
demonstrate the project plan. The format of the and finalize the
plan will vary according to the size and nature of report.
the project. In the plan will compromise
• Executive Summary TIA to provide
• Introduction information on
• Project Objective technology
• Scope Statement aspects.
• Task
• Costing CL to provide
details
• Risk Analysis
regarding the
• Process Map
organizational
• Marketing
aspect.
• IT Acquisition and Modification
• Consultancy
• Training
• On-going Services
• And other related materials
The plan will also demonstrate in detail on the
project approach and schedule using a gantt chart,
and the costings using Net Present Value (NPV)
to get a Return Of Investment (ROI). And lastly,
a detailed schematic design of the business
process of the technical view.
2. Detailed research on the behaviour of CRM and
LSM are to be conducted in order to built an
effective solution. A report has to be prepared and
finalized before the development takes place in
the next section.
1
3. A detailed research has to be done using
Blackberry device in the Mobility Channel. A
report has to be prepared and finalized before the
development takes place in the next section.
4. A research analysis has to be conducted on the

brokers and staff of XYZ regarding the level of
information literacy. This is in order to build an
effective system that enables the sales automation
process.
2
Memo
Date: 5/27/2005 Time: 0947 hrs
Done By: Hoh Whay Type of Meeting: Ad hoc
Topics: Yahoo! Groups

1. All completed documents have been uploaded to All important
this Yahoo! Groups website permanently for documentation
documentation purposes. located on a
centralized
server
Yahoo! Groups main page.
1
Yahoo! Groups files section
2
Memo
Date: 01 April 1, 2005 Time: 1636


Minutes Number
Detail
Number
Detail
Paper Number
Detail
1
Memo
Date: August 9, 2005 (Week 4) Time: 1630hrs
Done By: Hoh Whay, LOH Type of Meeting: Ad Hoc
Topics: Tasks for Spring
Tasks for Spring
Aug 2005 Sep 2005 Oct 2005

ID Task Name Start Finish Duration
7/8 14/8 21/8 28/8 4/9 11/9 18/9 25/9 2/10 9/10 16/10
1 RFP (Request for Proposal) 8/9/2005 8/30/2005 3.2w
2 Implementation Plan 8/30/2005 9/13/2005 2.2w
3 Training Document 9/13/2005 10/4/2005 3.2w
4 Project Closure 10/4/2005 10/11/2005 1.2w
5 Evaluation Criteria 10/4/2005 10/11/2005 1.2w
6 Individual Outcome Assessment 10/11/2005 10/18/2005 1.2w
7 Final Project Team Report 10/11/2005 10/18/2005 1.2w
1
Memo
Date: August 23, 2005 (Week Time: 1730hrs
6)
Topics: Draft RFP
Draft RFP for XYZ Insurance
1. A brief background of our company

IACT 451 IT Project Student Team (herein referred to as
“ITPST” or “the team”) is formed by a student consultation team
from University of Wollongong, to undergo project management
training. ITPST is specially trained to handle projects that aid
organisations of all sizes, optimizing their people, process, and
technology around their customers, leading to an outstanding customer experience and superior business
results. The ITPST is under the expert supervision of experienced professionals and academics from the
industry, producing a project called LIFEXPRESS system (herein referred to as “the system”).
A Brief Description of the project

LIFEXPRESS is an accredited project between XYZ Insurance
(hereafter referred to as “the Company”) and University of
Wollongong, designed as a sophisticated computer aided system.
This system will enable the Company brokers nationwide to conduct
business with their clients and prospects in ways previously
impossible. The system will allow brokers using a laptop computer or similar devices to develop a true
financial profile of the customer in order to identify and explore the Company’s most appropriate products.
2. Target Audience
LIFEXPRESS is created specifically to enhance and improve the daily work procedures of XYZ’s main
business processes. These include on-site brokers who deal directly with clients, policy analysts who
approve the clients and other back-end staff to support the system.
Design Requirements and Conditions
3.1 Fixed Price Proposal Required

Cost proposals for the system must be “fixed price” proposals. The proposed price must include all costs
that will be incurred for the purchase, implementation and management of LIFEXPRESS, including, but
1
not limited to, costs for the requirements as well as all other work proposed. If a Respondent offers options
and/or alternates that are not included in the fixed price for the proposed System, the Respondent must
provide for each such option/alternate the following information:
A detailed description of the option/alternate (including, but not limited to, all features and
functionality that will be unavailable in the base system if the option/alternate is not purchased);
Detailed cost information for each option/alternate, in accordance with the cost proposal
requirements of the RFP
4. Technical Infrastructure Requirements
4.1 Development Technology

The system shall be designed based on a three tier architecture as illustrated below. This multi-tier
architecture caters for scalability by separating the functionality of the application into three logical tiers;
namely the presentation, business logic and data layers. The development and deployment platforms for the
difference tiers are presented in the table below.
Client LIFEXPRESS LIFEXPRESS CRM Database

(MobChan) of Clients
Client During Sales

Policy Process
LIFEXPRESS LSM
LIFEXPRESS
(MobChan)
Client
Existing
Closing the Policy Info-System
Sales/Deal
Presentation Business Logic Data
5. Functional / Programming Requirements

The development in the functionality requirement of LIFEXPRESS shall focus on the business process for
the Company. These are categorised into three sections of requirements; the CRM, LSM and MobChan
server. The entire project will focus on setting up the functionalities of LIFEXPRESS.
2
6. Integration Requirement
6.1 Overview of Database Access and Integration Services

This section introduces various issues of relevance to database access and integration services that existed
in the current information system of the Company. Most of the clients’ database is stored in a common
access and centralised accessible by all the existing information systems, according to the access level of
the staffs. In the desired system, the system is proposed to share and integrate with other information
systems. As such, it is important that the Respondent designing for the software architecture is careful to
define its scope and evolve its activities taking full account of:
The wide range of different requirements and potential functionalities of services, and the relationship
between database and other services supported within the Company
7. Project Management
7.1 Administration
Respondents must comply with all administrative requirements for this RFP provided in this section.
3
Memo
Date: September 6, 2005 Time: 1730hrs
(Week 8)
Topics: Draft Implementation Plan
Draft Implementation Plan for Lifexpress System
1. Introduction
1.1 Purpose of Implementation Plan
The purpose of this implementation plan is a brief pre-guide to illustrate the operation
plan for the implementation phase of the project. This plan will cover briefly it system
overview, giving an illustration to the system description and organisation to the project
reference. This plan is also to reference to other documentation such as the Interim report,
Request for Proposal, Evaluation report, System Manual and Training Manual.
2. Management Overview
2.1 Description of the Implementation
The implementation will take place once all the vendors are ready to send over the
equipment to ITPST. ITPST will do pre-installation in-house, if the system is newly
construct and do a test in-house to the system, before installing at the installation site.
Basically, of this organisation, it will be a new construct system. The illustration below
will illustrate the implementation in detail:
1
ITPST will be review Analysis and submit the
the organisation details and orders to the
infrastructure respective vendors
In-house pre-installation Vendors received and

and testing send the order purchase
to ITPST
Pre check and do a back

Deliver to client up on the existing
system and database
Initial test run Install and configure the

system
Succeed Start Training the Staff
Operationally Rectify, service and Feedback & Survey

ready maintains
2.2 Points of Contacts

The name, address and contact information for the ITPST’s Primary Contact for this
implementation plan are as follows:
Md. Aidil Osman

Telephone +61 2 4221 3555
2
3. Implementation Support
3.1. Hardware, Software, Facilities and Materials Support
3.1.1 Hardware Support
Installation of the hardware
Maintenance of the hardware
3.1.2 Software Support

Installation of the Software
Maintenance of the Software
4.0 Implementation Requirements by Site

4.1 Site Name or Identification for Site
This section provides the name of the specific site or sites to be discussed in the
subsequent sections.
4.1.1 Site Requirements

4.1.2 Site Implementation Detail
4.1.3 Back-Off Plan
4.1.4 Post-implementation Verification
3
Memo
Date: September 20, 2005 Time: 1730hrs
(Week 10)
Topics: Draft Training Document
Draft Training Document for Lifexpress System
Introduction
Background and Scope

Purpose
XYZ insurance is embarking on a business transformation. Through the introduction of LIFEXPRESS
system, XYZ insurance will become a company supported by highly efficient information systems,
delivering the highest quality of products and services to customers, with better responsiveness to
customers.
The LIFEXPRESS project will be implemented functionally,
Version 1.0 will include:
Modules Function
LIFEXPRESS CRM Self Service CRM
Survey Management Software
Contract Management Software
Distribution Management Software
LIFEXPRESS LSM Customer support

Recording sales processes
Broker & company communication
LIFEXPRESS MobChan Sales force automation

Real-time customer information
Capturing sales order, account information
LIFEXPRESS Training Program
The LIFEXPRESS Training Program:
• Is highly dependant on an in-depth understanding of organizational roles and responsibilities to

produce accurate and effective training program.
1
• Will impart business process and application skills.
Instructional Analysis
Development Approach
The LIFEXPRESS development approach will consist of several activities which range from collection
training requirements to conducting the training. Training may be in courses or modules. Courses are 2
hours per sessions and may be single sessions or consist of multiple modules. Modules are generally shorter
and are usually in a series.
Instructional Methods
Training Methodology
LIFEXPRESS training teaches End-users how to perform CRM, LSM and MobChan specific tasks and
reinforces where the task occurs in the process. Several materials need to be created:
• Instructor Guides – Map of the course that will be taught in training sessions. The guides provide a
standard method for training across different locations, times and instructors.
• Participant Guides – Map of the course for participants. It contains exercises, tutorial guides, forms,
etc.
• Training Data – Supports the training sessions by providing dummy data. It resides in training
database which can be reused and refreshed after each training sessions.
• Online Reference – Another channel for delivering training materials. Web materials will be provided
to allow users to access the materials whenever they want.
Training Resources
Course Administration
Registration Database
The LIFEXPRESS Training Team will be using MS Access database to track and schedule End-user
training. This includes:
• Scheduling courses, classrooms and instructors
• tracking End-users categorized by courses and duration
• reporting on different levels (e.g. manager, instructor, etc)
2

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SITACS

School of Information Technology & Computer Science

IACT451 IT Project Subject Outline

Tim Coltman Consultation Times During Session

Subject Lecturer: Associate Professor Peter Hyland

Peter Hyland Consultation Times During Session

No class and/or tutorial registers will be kept.

1. Individual Online Activities 5% Week 4

IACT451 Subject Outline, Autumn/Spring Session 2005 Page 2

• Submitted material will be returned.

Draft RFP & Training Document

IACT451 Subject Outline, Autumn/Spring Session 2005 Page 3

Project Closure and Evaluation Criteria

Individual Outcomes Assessment (10 percent)

A ‘Process Report’ template will be provided in week 1 spring session.

End of spring Session Exam (15 percent)

Further requirements/details will be advised in tutorials.

IACT451 Subject Outline, Autumn/Spring Session 2005 Page 4

This outline should be read in conjunction with the following documents:

Code of Practice - Teaching and Assessment Key Dates

IACT451 Subject Outline, Autumn/Spring Session 2005 Page 5

Confidential Page 1 8/20/2005

Confidential Page 2 8/20/2005

Confidential Page 3 8/20/2005

9.1 Host Hardware .................................................................................................... 68

Confidential Page 4 8/20/2005

Confidential Page 5 8/20/2005

Confidential Page 6 8/20/2005

2.1 The Company

XYZ Insurance Company (herein referred to as XYZ

Confidential Page 7 8/20/2005

2.2 Products & Services

Confidential Page 8 8/20/2005

Overview Product Map of XYZ Insurance (Figure 2.1)

Saving & Property & Financial

Confidential Page 9 8/20/2005

2.3 The Business Process

• Brokers access policy papers through Company secure website.

Confidential Page 10 8/20/2005

3.1 Project Justification

3.2 Project Characteristics and Requirements

Confidential Page 11 8/20/2005

7. LIFEXPRESS must be accessible using the Microsoft Internet Explorer

3.3 Summary of Project Deliveries

Product-related deliverable: research reports, design documents, software code,

1. Market research report (XYZ Insurance): Survey report on the current

that are; LIFEXPRESS Customer Relationship Management, LIFEXPRESS

Live Support Management and also LIFEXPRESS Mobility Channel.

5. Security design: An initial security design of LIFEXPRESS and current

Confidential Page 12 8/20/2005

3.4 Scope Success Criteria

3.5 Scope Limitation

The factors are:

Confidential Page 13 8/20/2005

Confidential Page 14 8/20/2005

3.6 Alternative solutions

Solution 3 mainly focus on improving the business process internally. There is no

Confidential Page 15 8/20/2005

3.7 Weighted Scoring Model

Weighted Scoring Model Table (Table 3.1)

Weighted Scoring Model

Weight Scoring Model Chart (Figure 3.2)

Confidential Page 16 8/20/2005

3.8 Analysis of three solutions