Appendix P. Timeline 1. Schedule for Planned Enhancements to Call Center (Text Description)

This timeline illustrates the schedule for planned enhancements to the call center from the third quarter (Q3) of 2003 through the fourth quarter (Q4) of 2004. The timeline also depicts recommendations on a schedule to move to a full multi-channel contact center.

The schedule is as follows:

• Call center move to Bannock, from the beginning to the end of Q3 2003.
• Installation of a S8700 multi-media server, from the middle of Q3 2003 to the middle of Q4 2003.
• Fax server integration, from the beginning to the end of Q4 2003.
• Web site content and E-mail tests, from the middle of Q4 2003 to the end of the first quarter (Q1) of 2004.
• Interactive voice response deployment, from the beginning to the end of Q1 2004.
• Avaya™ interaction center deployment, from the middle of Q1 2004 to the end of Q4 2004.
• E-mail channel deployment, from the beginning of the second quarter (Q2) of 2004 to the end of Q3 2004.
• Web channel deployment, from the beginning of Q3 2004 to the end of Q4 2004.

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