Summary: Project Charter

Project Charter Document

Project Name: Customer Service Relocation Project Department: Operations Customer Service Focus Area: Provider, Member, and Group Customer Service Areas

Prepared By Document Owner(s) | Project/Organization Role | Team Lead | Timothy Jones | Senior Team Member | Veronica Hill | Staff Team Member | Lisa Perfetto |

TABLE OF CONTENTS
1 PROJECT Goals 3
2 PROJECT Deliverable 3
3 PROJECT Scope 3
4 PROJECT MileStones 3
5 ASSUMPTIONS, & CONSTRAINTS 3
6 RElated DOCUMENTS 3
7 PROJECT ORGANIZATIONALSTRUCTURE 3
8 PROJECT AUTHORIZATION 3
9 APPROVALS 3

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1. Goals and Objectives Goals | Objectives | The project goal is to relocate Customer Service units from 1901Market
St to 1500 Spring Garden St. | 1. Create enough work space for Customer Service Reps (CSRs) which will adequately support both existing and new business. 2. Integrate phone line, computers and desk system at 1500 Spring Garden which can support both existing and new software and hardware. | 2. DELIVERABLES a.
Preparing and building out the 1500 Spring Garden Data Center facilities, physical security and operational procedures November 30, 2013. b. Implementing the core infrastructure such as the network, security/firewalls needed to support systems March 15, 2014. c. Migrating computer systems operating at 1901 Market Street to 1500 Spring Garden March 30, 2014. d. Customer Service Units Move to 1500 Spring Garden
Customer Service units 1-9 April 14th, 15th 16th, and 17th moves dates
Customer Service units 10-18 April 21st, 22nd, 23rd, and 24th moves dates
Customer Service units 19-27 April 28th, 29th 30th, and May 1st moves dates Customer Service units 28-34 May 5th, 6th 7th, and 8th moves dates

3. PROJECT SCOPE
The Customer Service Relocation Project will require the creation of a new phone units in the 1500 Spring Garden satellite office. This office space must be at least 30,000 square feet with all of the necessary electrical/power, IT, and telephone networking requirements. The newly created cost center will house 32 phone units with approximately 600 associates. The building upgrades must be completed within 3 months with customer service in full operations within 7 months. 4. Project
Milestones * Project Milestone | Date Estimate | Deliverable(s) Included | Confidence Level | Spring Garden Telephone and Computer Networking | 12/04/1301/20/14 | Test phone telephone lines Complete wiring of networks on floors 6, 7, and 8 | HighHigh | Spring Garden Floor Plan | 12/04/13 | Identify which floors the phone areas will be located | Medium | | | | |

5.
Project Assumptions e. Project Assumptions * Building plans for the new facility are available * All permits for the building are approved * New floor plans are approved f. Project Constraints
Priority Criteria * Schedule - set date for the relocation completion 5/1/014 * No company downtime during the move

6. Related Documents
N/A

7. Project Organization Structure Project Team Role | Project Team Member(s) | Responsibilities | Director of Customer Service | Desharne Robinson | Authority to sign contracts and engage vendorsClear communication | VP of Customer Service Operations | Renee Rhem | Cost AnalysisHigh level relocation planHigh level communication | Spring Garden Building Contractor | James Lofton | Space plan detailing space requirements, employee location in new building etc. Tenant improvements to be done for the relocationIT infrastructure plan | | | |

8. PROJECT AUTHORIZATION

Prepared by Timothy Jones________________________________
Project Team Lead
Approved by Rhenee Rem__________________________________
VP Customer Service

Stephen Roker__________________________________ Sr VP of
Operations