Video-conferencing

James WoldhuisPresentation Co-ordinator

Rory CrickmoreProject Manager

Brendan Jones Cost Analyst/2IC

Sam WalkerRisk Analyst

Already allows you to fill out forms& find important information.

Convenient alternative to coming into a Centrelink shopfront.

Improve online Centrelink services through a video help desk.

Scope:

A product to increase the uptake of the National Broadband Network.

Available from anywhere connected to the NBN with a webcam.Suitable for use by anyone.Backup features in place for deaf users. Alternative to the Centrelink shopfront.

Benefits most aged, disabled and remote people.

Users can get video support with Centrelink problems.

Reduction in shopfront congestion.

Greater uptake of the NBN.

Project Outcomes

A website overhaul to include our user interface.

Centrelink service infrastructure upgrade.

Project Outputs

Customer Counter Staff

Video Staff

Video-conferencing

GovernmentProject Sponsor

Project Owner Application Interface

Insufficient project funding. Determination of feasible project costs.a

Lack of insight to Centrelink structure.Does not meet Government privacy standards. Discussion with Centrelink management. a

Limited uptake of product. Product advertisement strategies.

Risk Control

Examining the customer uptake by gauging usage of system.

Percentage of first call resolutions.

Gauging shopfront decongestion after implementation.

Project Success Measures

Video Service ImplementationStaff TrainingSecurity

Human Computer Interaction AnalysisUser Acceptance Testing

StaffPhone StaffBrowser Compatibility

Site Regression Testing

Work Breakdown Structure

Initiation/Prototype 5 Weeks Pilot 2 Weeks

Development 2 Weeks

Client Sign-off 1 Week

Total Implementation is 9-10 Weeks

Timeframe

Personnel CostsPeople Involved Total cost Initiation

HoursPilot Hours

Development Hours

Implement-ation Hours

Cost Per Hour

Project Staff $77 138 666 363 363 600 $35 - $62

Video Staff $105 600 0 0 0 4800 $22

Training new staff

$3 000 0 0 0 135 $22

Personnel Total $185 738 666 363 363 8 400

Cost in 2 month period

Cost description Total Initiation Pilot Development Implement

Software, hardware and infrastructure

$61 100 $1 600 $2 000 $14 500 $43 000

Leasing Call Centre Building

$40 000 0 0 0 $40 000

Total Other Costs $101 100 $1 600 $2 000 $14 500 $83 000

Other Costs

Overall Cost = $287 000

Cost in 2 month period

Video-conferencing