Project Management: Transition Plan for LB Havering Out-of-Hours Service Provision   

Project Overview

This project entailed the end-to-end transition of LB Havering’s out-of-hours service, managed by ABC (MSC) Berhad. Initiated on 17th October 2020, the project aimed to seamlessly establish a dedicated contact center that supports 24/7 customer service across multiple regions and languages. The transition plan leveraged proven project management methodologies, including PMBOK, Prince2, IEEE, and ISO standards, ensuring robust governance and operational readiness.  

Key Responsibilities & Contributions 

Phased Implementation:

• Phase 1 – Contact Center Implementation: Go-live within 9 weeks, focusing on deployment of technology, recruitment, and training.
  
  

• Phase 2 – Service Delivery Stabilization: Enhancing service consistency and performance over weeks 10 to 22.
  
  

• Phase 3 – Value Proposition: Delivering long-term operational improvements and business insights from week 23 onward.
  
  

Comprehensive Project Management:

• Structured communication and stakeholder management, risk and change management, and user acceptance testing (UAT) to ensure minimal disruption.
  
  

Knowledge Transfer & Training:

• Detailed Train-The-Trainer sessions and robust documentation to empower the new operations team.

Outcome:

The project successfully transitioned LB Havering’s out-of-hours services, achieving high operational efficiency, improved customer satisfaction, and a scalable framework for future enhancements.