5. Scope: Improve online Centrelink services through a video help desk. Convenient alternative to coming into a Centrelink shopfront. A product to increase the uptake of the National Broadband Network. Rory
11. Benefits most aged, disabled and remote people. Available from anywhere connected to the NBN with a webcam. Suitable for use by anyone. Backup featuresin place for deaf users. Alternative to the Centrelink shopfront. Sam
12. Users can get video support with Centrelink problems. Reduction in shopfront congestion. Greater uptake of the NBN. Project Outcomes Sam
13. Project Outputs A website overhaul to include our user interface. Centrelink service infrastructure upgrade. Brendan
14. Required people and process changes identified and doable? Video-conferencing Government Project Sponsor Counter Staff Customer Rich Picture Video Staff Project Owner Application Interface Brendan
15. Risk Control 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.
16. Project Success Measures Examining the customer uptake by gauging usage of system. Percentage of first call resolutions. Gauging shopfront decongestion after implementation.
17. Work Breakdown Structure Site Regression Testing Human Computer Interaction Analysis User Acceptance Testing Video Service Implementation Staff Training Security Staff Phone Staff Browser Compatibility
18. Timeframe Initiation/Prototype 5 Weeks Pilot2Weeks Development 2Weeks Client Sign-off 1 Week Total Implementation is 9-10 Weeks Rory
