Table of Contents Billing System with an AI Powered Chatbot PROJECT MEMBERS Project Professor Project Adviser Project Team COMPANY PROFILE 1. BUSINESS CASE 1.1 Executive Summary 1.1.1 Issue 1.1.2 Anticipated Outcomes 1.1.3 Recommendation 1.1.4 Justification 1.1.5 Business Case Analysis Team 1.1.6 Problem Statement 1.1.7 Organizational Impact 1.1.8 Technology Migration 1.2 Project Overview 1.2.1 Project Description 1.2.2 Goals and Objectives 1.2.3 Project Assumptions 1.2.4 Project Constraints 1.2.5 Major Project Milestones 1.3 Strategic Alignment 1.4 Cost Benefit Analysis 1.5 Alternatives Analysis 2. Project Charter 2.1 Executive Summary 2.2 Project Purpose/Justification 2.2.1 Business Need/Case 2.2.2 Business Objectives 2.3 Project Description 2.3.1 Project Objectives and Success Criteria 2.3.2 Requirements 2.3.3 Constraints 2.3.4 Assumptions 2.3.5 Preliminary Scope Statement 2.4 Risks 2.5 Project Deliverables 2.6 Summary Milestone Schedule 2.7 Summary Budget 2.8 Project Approval Requirements 2.9 Project Manager 3. Stakeholders Management Strategy Plan 3.1 Introduction 3.2 Objectives 3.3 Identify Stakeholders 3.4 Stakeholders Categories 3.5 Key Stakeholders 4. Stakeholder Analysis 4.1 Power Interest/Grid 4.2 Stakeholder Engagement Plan 4.3 Risk Mitigation and Response 5. Scope management 5.1 Scope Management Approach 5.2 Roles and Responsibilities 5.3 Scope Definition 5.4 Project Scope Statement 5.5 Project Deliverables 5.5 Project Exclusions 5.6 Project Constraints 5.7 Project Assumptions 5.8 Scope Verification 5.9 Scope Control 6. Schedule management 6.1 Schedule Management Approach 6.1.1 Scheduling Tool 6.1.2 Schedule Milestones 6.2 Schedule Control 6.2.1 Roles and Responsibilities 6.3 Schedule Changes and Thresholds 6.4 Scope Change 7. Cost management 7.1 Cost Management Approach 7.2 Measuring Project Costs 7.3 Reporting Format 7.4 Cost Variant Response Process 7.5 Cost Change Control Process 7.6 Project Budget Estimate 8. OpenProject Work Breakdown Structure 8.1 Outline View 8.2 Tabular Structure 8.3 Tree Structure 8.4 WBS Dictionary 9. OpenProjectWork Packages 10. Resource management 10.1 Roles and Responsibilities 10.2 Project Organizational Charts 10.3 Staffing Management 11. Quality Management 11.1 Quality Management Approach 11.2 Quality Requirement and Standards 11.3 Quality Assurance (QA) 11.4 Quality Control 11.5 Quality Control Measurements 12. Risk management 12.1 Top Three Risks 12.2 Risk Management Approach 12.3 Risk Identification 12.4 Risk Qualification and Prioritization 12.5 Risk Monitoring 12.6 Risk Mitigation and Avoidance 12.7 Risk Register 13. Communication management 13.1 Communication Management Approach 13.2 Communication Management Constraints 13.3 Stakeholder Communication Requirements 13.4 Roles 13.5 Project Team Directory 13.6 Communication Methods Technology 13.7 Communication Matrix 13.8 Communication Flowchart 13.9 Guidelines for Meetings 13.10 Communication Standards 13.11 Communication Escalation Process 13.12 Glossary of Communication Technology 14. Change management 14.1 Change Control Board 14.2 Roles and Responsibilities 14.3 Change Control Process 14.3.1 Change Request Submission 14.3.2 Initial Review 14.3.3 Impact Analysis 14.3.4. CCB Decision 14.3.5 Implementation 14.3.6 System Testing 14.3.7 Monitoring 14.3.8 Documentation 14.3.9 Communication 15. Implementation/Transition 15.1 Transition Team Organization 15.2 Workforce Transition 15.3 Work Executing During Transition 15.4 Property Transition 15.4.1 Intellectual Property 15.4.2 User Accounts and Passwords 15.5 Knowledge Transfer 15.6 Schedule 15.7 Handover Acceptance

NAME	EMAIL
Jose Eugenio L. Quesada	[email protected]

NAME	EMAIL
Jose Eugenio L. Quesada	[email protected]

NAME	ROLE	EMAIL
Abdul Hasheem O. Ditano	Project Manager	[email protected]
Roman Nikko B. Albania	Lead Developer	[email protected]
Nekeisha Ashlyn E. Elfa	UI/UX Designer	[email protected]
Desiree T. Ugates	QA	[email protected]
Edgar Louise Monforte	QA	[email protected]

Company Name:	Your Company / Organization Name
Company Logo
Address:	Address
Contact Number:	+63917 123 45678
Line of Business:	Line of Business
Type of Customers:	Local home and business customers
Stakeholders:	Stakeholder name
Number of Employees:	Number of Employees

D&D I.T Network and Data Solutions is currently experiencing operational challenges caused by its manual billing processes, which lead to frequent errors, delayed invoices, and rising customer complaints. To resolve these issues, this project proposes the creation of an Integrated Subscriber Billing System alongside an AI-powered Chatbot. This combined solution aims to automate billing operations, enhance service delivery, and improve the overall customer experience. 

The Subscriber Billing System will offer subscribers convenient access to view billing statements, explore available internet plans, and process payments online. The AI Chatbot will support customer service by handling frequently asked questions, reducing the burden on staff and ensuring prompt assistance for subscribers. Together, these systems will create a more efficient, transparent, and user-friendly environment for both the company and its customers. 

Currently, D&D I.T Network and Data Solutions relies on manual billing methods, such as pen-and-paper recording and manual spreadsheets. This outdated approach has resulted in a 20% billing error rate, delayed invoice deliveries, and a 30% increase in customer complaints related to billing confusion. Moreover, the payment process through 7-11 stores is inconvenient for customers, often causing delays due to environmental conditions, server maintenance, and account entry errors. These operational inefficiencies contribute to customer dissatisfaction and limit the company’s ability to scale and compete effectively. 

The implementation of the Subscriber Billing System and AI-powered Chatbot is expected to bring several positive outcomes for D&D I.T Network and Data Solutions. Billing processing time will be reduced by up to 75% as tasks are automated, allowing faster and more accurate invoice generation. Payment-related delays are projected to decrease by 50% through the integration of secure online payment methods, making the process more convenient for subscribers. Additionally, the deployment of a 100% accurate AI Chatbot will provide immediate responses to frequently asked questions, improving customer service while reducing the workload on support staff. Subscribers will experience greater transparency and have the ability to manage their accounts independently, leading to improved customer satisfaction and trust. Overall, these outcomes will enhance operational efficiency, boost customer loyalty, and help D&D I.T strengthen its position in the competitive ISP market. 

Develop and deploy a billing system with an AI Chatbot to streamline D&D I.T Network and Data Solutions’ operations. The billing system should allow users to view account statements, make payments, and manage their subscription plans online. The chatbot will respond to frequently asked questions and provide automated support for billing-related inquiries. The system should be rolled out in phases: initiation, planning, execution, control, and closeout. Training sessions for staff and user orientation should also be included to ensure smooth adoption and system usage. 

The implementation of an Integrated Subscriber Billing System and AI-powered Chatbot is a strategic response to the inefficiencies currently experienced by D&D I.T Network and Data Solutions. The existing manual processes not only increase the likelihood of billing errors and delays but also place a heavy burden on staff and lead to customer dissatisfaction. By automating these operations, the company can significantly improve accuracy, responsiveness, and overall service quality. 

This project aligns with the company’s mission to exceed customer expectations by delivering reliable internet services, and it supports its long-term vision of becoming a leading ISP in the Philippines. In addition, the solution will enhance the company’s brand image by demonstrating a commitment to innovation and customer convenience.

Role	Description	Name
Scrum Master (Project Manager)	Leads the team by guiding the project, removing blockers, and making sure everyone follows the Scrum process.	Abdul Hasheem Ditano
Product Owner	Acts as the voice of the customer by defining project requirements, prioritizing the product backlog, and ensuring the team delivers value to the stakeholders.	Daniel Ruamar
Scrum Team Member (UI/UX Designer)	She is responsible for designing the user interface of the billing system and chatbot, making sure it is easy to use and visually clear.	Nekeisha Ashlyn Elfa
Scrum Team Member (Developer)	He is responsible for developing the system features, writing the code, and ensuring all parts of the billing system and chatbot function properly.	Roman Nikko Albania
Scrum Team Member (Quality Assurance)	She is responsible for testing the system, finding bugs, and helping to make sure the chatbot and billing features work correctly and reliably.	Desiree Ugates
Scrum Team Member (Quality Assurance)	He is responsible for checking and reviewing the system, confirming that any issues are fixed and that the product meets the expected quality.	Edgar Louise Monforte
Stakeholder	Provides key input on project scope, requirements, and priorities. Approves the system’s readiness for deployment and supports the transition from development to implementation.	Daniel R. Ruamar
Class Adviser	Offers guidance and support to the Project Manager and team, ensuring the project aligns with academic standards and requirements.	Prof. Jose Eugenio Quesada
Project Adviser	Provides technical and strategic advice to the team, ensuring that the project delivers value and meets the objectives agreed upon by the Product Owner and Scrum Team.	Prof. Jose Eugenio Quesada

In response to the company’s continued growth and operational demands, the existing billing and subscriber management processes have become increasingly inadequate, leading to inefficiencies, data management challenges, and customer dissatisfaction. The lack of an automated billing system forces reliance on manual methods such as pen-and-paper recording, significantly increasing the risk of errors and delays in the generation of billing reports. Tracking billing reports remains a tedious and error-prone task, further complicating subscriber record management and slowing the resolution of billing inquiries. Moreover, the current payment process, which requires customers to transact through 7-11 stores, introduces additional inconvenience due to environmental factors, server maintenance issues, and the potential for incorrect account number entries, resulting in payment delays and customer dissatisfaction. These challenges collectively impede operational efficiency and compromise the overall quality.  

The proposed project will introduce an Integrated Subscriber Billing System and an AI-Powered Chatbot to replace D&D I.T Network and Data Solution’s manual billing processes. This new system will automate billing transactions, streamline report generation, and improve customer service by providing real-time support through an AI chatbot. Subscribers will gain access to a user-friendly online platform where they can view account statements, manage plans, and make secure payments without relying on outdated manual methods. 

With the implementation of this system, internal processes will be reorganized and clarified. The roles of system administrators, customer service representatives, and finance staff will be redefined to focus more on system management, monitoring, and higher-level customer support rather than manual data handling. Additionally, the AI chatbot will reduce the workload of customer service personnel by automating responses to frequently asked billing inquiries, allowing them to concentrate on resolving more complex issues. 

The successful deployment of the billing system and chatbot will not only improve operational efficiency but also enhance customer satisfaction by offering faster service, greater transparency, and easier access to billing information. Overall, this transformation will strengthen D&D I.T's ability to deliver reliable services, supporting its mission of becoming a leading internet service provider in the Philippines. 

The developed system will be implemented in a phased approach to ensure minimal disruption to D&D I.T Network and Data Solution’s ongoing operations. The initial phase will focus on setting up the necessary server infrastructure, configured by the lead developers in collaboration with company staff. This will be followed by the integration of the new billing system with the company’s existing platforms, including communication channels such as Facebook and Messenger, which are currently used for customer interaction. 

Selected subscriber information, billing histories, and payment data from the manual records and spreadsheets will be carefully migrated into the new system. This data transformation process will ensure full compatibility with the automated billing platform and the AI chatbot. After successful system integration, the final phase will involve onboarding internal users, including administrators and customer service representatives, through training sessions designed to familiarize them with the new processes and tools. 

This structured migration plan aims to ensure a smooth transition, minimizing operational risks while enhancing system functionality and user adoption. 

This project focuses on addressing the operational challenges faced by D&D I.T Network and Data Solution due to the limitations of their current manual billing and customer management processes. The main goal of the project is to develop and deploy an integrated Subscriber Billing System along with an AI-Powered Chatbot. This solution will transition the company's billing and inquiry processes from traditional, manual methods to an automated, web-based platform. Through this integration, the company will improve the maintainability of its systems, enhance billing accuracy, and standardize customer service processes. By adopting a web-based application supported by an AI Chatbot, D&D I.T aims to streamline operations, reduce billing errors, enhance customer support, and better position itself for future growth. 

This project aims to enhance operational efficiency and customer satisfaction at D&D I.T Network and Data Solutions by implementing a two-pronged solution: an automated subscriber billing system and an AI-powered chatbot. The primary goals of the project are as follows:   

• Automate Billing Processes: Implement an automated billing system that replaces manual methods, improving speed, reliability, and accuracy in generating invoices, processing payments, and managing billing data. 
• Provide Real-Time Support with AI: Deploy an AI-powered chatbot to efficiently handle customer inquiries, deliver accurate and timely responses to frequently asked questions such as those related to billing and services, reducing the workload on customer service representatives. 

• Enhance Transparency and Self-Service Options: Develop a user-friendly platform that allows subscribers to view their billing history, track payments, and manage account details, empowering them to handle routine tasks independently and reducing customer service demand. 
• Integrate Secure Payment Gateways: Implement secure payment gateway integrations that allow subscribers to make payments quickly and safely, with real-time updates of payment statuses, thus reducing errors and delays in payment processing. 

 

• Improve Operational Efficiency: Streamline administrative tasks by automating billing, payment tracking, and customer inquiries, allowing company resources to be better utilized for strategic initiatives, which will ultimately contribute to overall business growth and competitive advantage. 

The following are the preliminary assumptions for the project:   

• Access Control: Subscribers will have access to the system to view their account statements, manage plans, and make payments, in addition to D&D I.T Network and Data Solutions staff, including customer support representatives, system administrators, and management personnel responsible for overseeing billing and customer accounts. 

 

• Resource Availability: D&D I.T Network and Data Solutions' IT department has the necessary resources, including hardware, software, and personnel, to support the development, testing, deployment, and ongoing maintenance of the automated billing system and AI-powered chatbot. 
• Team Expertise and Learning Capability: The project team possesses the relevant skills to work with the company’s technology stack, including AI tools, system integrations, and payment gateway technologies. Additionally, the team is expected to learn and apply any additional technologies or frameworks required for the successful development and implementation of the system. 

• Scope Limitations: This project focuses on developing a billing system and an AI Chatbot for D&D I.T Network and Data Solutions Community to streamline billing processes and improve operational efficiency. It includes features such as displaying the subscriber’s current plan with a change option, access to downloadable account statements, and bill payment functionalities, all integrated into the existing website. The AI Chatbot will assist with subscriber inquiries; however, the project excludes full website development tasks such as login/signup features, a ticketing system, additional payment methods, and client-specific billing systems, to maintain scalability and support future enhancements.
• Time Constraints: The project must be completed within the academic term, with each phase meeting its scheduled deadline to ensure timely submission and progress tracking.  
• Operational Budget: The project is being developed with limited budget resources; while there is no initial development cost, ongoing expenses such as APIs, cloud storage, and web hosting must be accounted for.  
• Resource Availability: The project will be developed by one lead developer and four supporting developers, all working part-time with limited availability, using personal laptops that may have hardware limitations compared to professional equipment.

Project Milestone	Target Date (mm/dd/yyyy)	Key Activities Included
Project Start	06/28/2024	Initial Kickoff
Initiation	06/28/2024	Business Case, Project Charter, Stakeholder Plans
Planning	10/30/2024	Project team setup, project plan development
Analysis and Design	11/25/2024	UI Design, UX Design, Tech Stack Setup
Development	03/13/2025	Front-end, Back-end development, Quality Assurance
Implementation	10/30/2025	Execution of transition, control areas (scope, cost, schedule, risk, integration testing, and deployment)
Project Completion	10/30/2025	Quality training, turnover, lessons learned, updates, file/document archiving

This project directly supports D&D I.T Network and Data Solutions' mission to deliver reliable, high-speed internet alongside exceptional customer service. By automating billing and enhancing customer interaction through an AI-powered chatbot, the project improves service efficiency and subscriber experience—both key pillars of the company’s operations. 

The initiative also aligns with the company’s vision to become a leading Internet Service Provider in the Philippines by embracing modern, scalable, and user-friendly solutions. Furthermore, the project promotes innovation and process improvement, contributing to long-term operational excellence and customer retention. It also reflects Sustainable Development Goal (SDG) 9 by fostering industry innovation and infrastructure development through technology-driven service delivery. 

Action	Action Type	Description	First Year Cost
System Development	Cost	Creating the billing platform and integrating the chatbot	₱0
AI Chatbot Setup & Testing	Cost	Configuring the chatbot to handle billing-related inquiries	₱0
Hosting and Infrastructure	Cost	Covers hosting services and chatbot uptime support	₱43,000
Historical Data Import	Cost	Bringing past subscriber and billing data into the new system	₱0
Contingency & Enhancements	Cost	Reserved for future updates, new tools, or unforeseen fixes	₱0

1. Maintain Current Manual Process 

Description: Continue using pen-and-paper and spreadsheets for billing and subscriber communication.

• Pros: No additional cost; familiar to staff. 
• Cons: High risk of errors and delays; limited reporting; poor customer experience. 
• Conclusion: Inefficient and unsustainable for long-term growth. 

2. Use ERPNext (Open-Source ERP Solution)

Description: Implement ERPNext, an open-source ERP platform, and configure it for billing and customer management. 

• Pros: Free to use; offers modules for billing, payments, and customer records; scalable. 
• Cons: Requires technical expertise to customize; not tailored for ISPs by default; may need plugins or development work. 
• Conclusion: Viable for future scaling but may be too complex or resource-intensive for initial needs.

D&D I.T Network and Data Solutions: Integrated Subscriber Billing System with AI-Powered Chatbot is a digital transformation initiative aimed at replacing the company’s manual billing processes with a modern, web-based system. This solution features an AI-powered chatbot and is designed to automate billing, enhance accuracy, speed up payment processing, and improve the overall customer experience. Serving over 500 subscribers and internal staff, the project seeks to boost operational efficiency and position D&D I.T as a competitive internet service. 

The main purpose of this project is to help D&D I.T Network and Data Solution improve their billing system. Right now, they are using manual methods like pen and paper, which causes mistakes, slow billing, and a lot of work for the staff. This also leads to customer complaints and delays in payments. 

The project will create an online billing system and an AI chatbot. This will make it easier for subscribers to check and pay their bills, and it will help staff answer billing questions faster. The system will save time, reduce errors, and make the company look more professional and reliable. 

D&D I.T Network and Data Solutions is growing rapidly, but it still relies on manual billing methods such as pen, paper, and spreadsheets, which often lead to delays, errors, and dissatisfied customers. With over 500 subscribers and more expected as the company expands, there is a clear need for a scalable, efficient solution. This project addresses that need by developing an automated billing system integrated with an AI-powered chatbot. It will help the company: 

• Streamline billing processes 
• Reduce human error 
• Accelerate payment handling 
• Improve customer support and satisfaction 
• Enhance operational efficiency as the subscriber base grows 
• Stay competitive in the internet service market 

In short, the business needs a smarter, faster, and more reliable way to manage subscribers and billing. 

• Replace manual billing with an automated system 
• Use AI to support subscribers and instantly answer frequently asked questions 
• Reduce billing errors and delays 
• Improve subscriber satisfaction and build trust 
• Enable the company to scale and handle more users in the future 
• Support D&D I.T’s mission to be a reliable, tech-forward internet service provider 

These goals line up with the company’s plan to grow, modernize, and be known for excellent service.

This project aims to develop an integrated subscriber billing system and an AI-powered chatbot for D&D I.T Network and Data Solutions. Its primary goal is to replace the company’s current manual billing process with a more efficient, automated solution. The new system will enable subscribers to view billing statements, make online payments, and explore available internet plans. Meanwhile, the AI-powered chatbot will assist subscribers by instantly addressing common billing-related inquiries. 

The system will be built using the Laravel framework and OpenAI tools, and it will be connected to the company’s existing website. The project will follow a phased development plan, starting with research and design, followed by development, testing, deployment, and support. Once completed, this solution is expected to reduce billing errors, speed up payment processing, and improve both subscribers and staff experience. 

The main goal of the project is to develop an automated billing system and an AI-powered chatbot for D&D I.T Network and Data Solutions. The goals follow the SMART format: 

Specific:

• The project focuses on eliminating manual billing by implementing an online system and creating an AI chatbot to assist with billing-related inquiries. 

Measurable:

• Success will be determined when: 
• Billing time is reduced by 75% 
• The AI chatbot answers frequently asked questions with 100% accuracy 
• Subscribers receive responses within 1 to 4 seconds 
• The system operates smoothly without disruptions 

Attainable:

• These goals are realistic with the tools and tech available, like OpenAI and Laravel. 

Realistic:

• The goals match the company’s current problems and what the team can achieve. 

Time-bound:

• Everything is expected to be finished within one year, with a step-by-step plan. 

These goals help track how the project is going and make sure everything is working as planned. 

Billing System 

• Subscribers will be able to check, download, and pay their bills online. 
• Admin will have easy access to update and manage billing data. 

AI Chatbot 

• Subscribers can ask billing-related questions, including FAQs, and receive instant responses powered by AI. 

Technical Specifications 

• The system will be built using the Laravel framework. 
• The AI chatbot will be powered by OpenAI. 
• All data will be stored securely in a cloud-based database. 

Users and Access Levels 

• The system will support multiple user roles, including subscribers, staff, and admins, each with specific access and functions. 
• The user interface will be designed to be intuitive and easy to use for all types of users.

• People: The project is done by a student team, so the number of developers and their time is limited. 
• Budget: The system is being developed at no cost as part of a school project; however, there will be ongoing expenses such as API, cloud storage and web hosting. 
• Time: The whole project must to be done in 1 year, and each phase must be finished on time. 
• Equipment: They’re using personal laptops, which may not be as powerful as professional setups. 

The project team needs to balance all these challenges to make sure they finish everything successfully. 

The following is a list of assumptions. Upon agreement and signature of this document, all parties acknowledge that these assumptions are true and correct: 

• D&D I.T will provide full access to existing subscribers and billing data. 
• Company stakeholders will be available for testing and feedback. 
• Required hardware and internet infrastructure are readily available 

The Integrated Billing System with AI-Powered Chatbot project includes the design, development, and deployment of a billing platform and intelligent chatbot. It will cover key functionalities such as billing automation, online payment processing, and responding to subscriber inquiries. However, the project scope excludes features such as user authentication (login systems) and ticket-based support. Deployment will take place on the company’s existing website infrastructure. 

The following risks for the Integrated Billing System with AI-powered Chatbot project have been identified. The project manager will determine and employ the necessary risk mitigation/avoidance strategies as appropriate to minimize the likelihood of these risks: 

• Incomplete or outdated data affecting automation accuracy. 
• Security risks associated with handling sensitive billing information 
• Potential resistance from staff unfamiliar with digital system 
• Unavailability of GCash/PayPal integration APIs during development 

The following deliverables must be met upon the successful completion of the Integrated Billing System with AI-powered Chatbot project. Any changes to these deliverables must be approved by the project sponsor. 

• Design and development of a web-based Subscriber Billing System 
• Integration of an AI-powered Chatbot for customer support 
• Automated billing statement generation for subscribers 
• Subscriber account management functionality 
• Administrative controls for staff to manage billing operations

Milestone Phase	Key Activities	Target Date
Project Initiation	Official commencement of the project.	June 28, 2024
Planning Phase	Project planning activities begin. Finalization and approval of overall project plan	October 30, 2024
Design Phase	Planning of user interface theme and assignment of user roles. Completion of UI/UX designs for development	November 25, 2024
Development Phase	Release of initial working version (prototype). Execution of beta testing for early feedback and quality checks. Development of final, improved prototype based on test results.	March 13, 2025
Deployment Phase	Full rollout and implementation of the system in the live environment.	October 30, 2025
Closure	Project concludes with handover, documentation, and formal wrap-up activities.	October 30, 2025

The table below outlines the key cost elements and their estimated amounts for the project. Most activities incur no charges except for hosting and infrastructure expenses related to service subscriptions such as Namecheap Hosting and PayPal API.

Summary Budget - List Component Project Cost

Project Component	Component Cost
Development & Setup	₱0
Data Migration	₱0
Hosting & Maintenance	₱43,000
Testing & Enhancements	₱0
TOTAL

₱43,000

The project will be deemed successful upon full deployment of the system with documented evidence of accuracy, speed, and user satisfaction. Final approval will be granted by D&D I.T’s project sponsor and the academic adviser of the student developers. 

Abdul Hasheem Ditano will serve as the project manager. He is responsible for all scheduling, communications, and team coordination. He will work closely with the client (D&D I.T Network) and ensure alignment with technical and academic goals. 

The stakeholder management strategy for the development of an Integrated Subscriber Billing System with an AI-powered Chatbot is designed to systematically identify, engage, and manage stakeholders throughout the project life cycle. By promoting transparency, responsiveness, and active involvement, this strategy ensures that project outcomes align closely with stakeholder expectations and business goals. 

This strategy aims to:

• Identify and prioritize all relevant stakeholders. 
• Analyze stakeholder interests, influence, and potential impact. 
• Develop targeted engagement and communication strategies. 
• Establish effective feedback loops and conflict resolution mechanisms. 
• Maintain stakeholder support, satisfaction, and commitment. 
• Integrate stakeholder input across the planning, execution, and deployment phases.

Stakeholders in this project include individuals and groups affected by or capable of influencing the development and deployment of the billing system and AI chatbot. 

Stakeholder identification process: 

• Conduct internal interviews with staff and leadership. 
• Review operational challenges and pain points. 
• Hold consultation meetings with clients and end users. 

• Internal Stakeholders: Management, Billing/Admin Staff, Developers 
• External Stakeholders: Subscribers, Project Adviser 

• D&D I.T Management Team (Internal): Project sponsors and primary decision-makers. 
• Billing/Admin Staff (Internal): Primary users managing billing operations. 
• Subscribers (External): Customers using the online billing system and AI chatbot. 
• Development Team (Internal): Responsible for system development and testing. 
• Project Adviser (External): Provides academic validation and oversight.

Stakeholder	Power / Interest Level	Engagement Strategy
D&D I.T Management	High Power / High Interest	Manage closely with regular updates and approvals
Billing/Admin Staff	Medium Power / High Interest	Engage in training, collect feedback, involve in testing
Subscribers	Low Power / High Interest	Inform via user-friendly interfaces and support materials
Development Team	Medium Power / Medium Interest	Coordinate through Agile stand-ups and planning
Project Adviser	Medium Power / Medium Interest	Academic check-ins and milestone reviews

• High Power / High Interest (Manage Closely): D&D I.T Management, Development Team 
• High Power / Low Interest (Keep Satisfied): Project Adviser 
• Low Power / High Interest (Keep Informed): Billing/Admin Staff, Subscribers 

Stakeholder	Engagement Method	Frequency	Purpose
D&D I.T Management	Bi-weekly meetings, reports	Bi-weekly	Progress alignment, approvals, expectation refinement
Billing/Admin Staff	Training sessions, feedback forms	Monthly	Ensure usability, address concerns
Subscribers	Surveys, email updates, helpdesk	After major releases	Gather feedback, improve satisfaction
Development Team	Agile stand-ups, issue tracking	Twice weekly	Coordinate tasks, resolve blockers
Project Adviser	Consultations, status reports	Monthly or as needed	Provide academic validation and technical guidance

Risk	Stakeholder Affected	Mitigation Strategy
Resistance to change	Internal Staff	Early involvement, comprehensive training, and pilot testing
Lack of adoption	Subscribers	Intuitive UI/UX design, helpdesk support, awareness campaigns
Data privacy or misuse concerns	All	Enforce strict access controls and conduct regular audits

This plan outlines the scope of the project Subscriber Billing System with an AI-Powered Chatbot for D&D I.T Network and Data Solutions. It defines the responsibilities of the project team and identifies the key deliverables required to ensure the project stays on schedule and within its objectives. This document is structured around a five-step process, which includes the collection of requirements, definition of project scope, creation of a work breakdown structure (WBS), verification of the scope, and ongoing scope control. These steps are intended to guide the team in delivering a system that improves billing accuracy, streamlines operations, and enhances customer experience through automation and intelligent support. 

Authority and Responsibility for Scope Management 

• Scope management for this project is overseen by Project Lead, Ditano, Abdul Hasheem O., who ensures all tasks and deliverables stay aligned with the defined project boundaries. The Project Sponsor, Mr. Daniel Ruamar, offers guidance and high-level support to maintain alignment with the organization’s strategic direction. 

Scope Definition

• The project’s scope is defined through key planning documents such as the Project Charter, Business Case, and Stakeholder Requirements Document. These materials, along with detailed plans like the Work Breakdown Structure (WBS), establish the project's objectives, deliverables, exclusions, and constraints. 

Scope Measurement and Verification 

• To measure the scope and verify it, the following procedures will be followed: 

Existing Documentation 

• Documents such as the Project Charter and Stakeholder Requirements will serve as references to check if the work completed by the team is in line with the agreed scope. 

QA Reviews 

• Regular reviews of the system’s features and functionalities, particularly the billing engine and AI assistant, will be conducted by the project lead to ensure compliance with defined scope and quality standards. 

Project Sponsor Approval 

• The project sponsor’s evaluation and feedback will determine whether the completed work reflects the intended scope or if any deviations need to be addressed.  

Scope Change Process 

• Team Digital Innovators has the authority to propose changes to the project scope. Any modifications must be reviewed and approved in collaboration with the project sponsor, Mr. Daniel Ruamar, and the project adviser, Prof. Quesada, to ensure that all scope changes are justifiable, feasible, and aligned with project goals. 

Acceptance of Final Project Deliverable 

• The final project deliverable must be accepted and the scope formally approved by the project sponsor, Mr. Daniel Ruamar. The team lead, Ditano, Abdul Hasheem O., will ensure that all deliverables submitted align with the documented scope and that all key stakeholders remain informed of scope changes throughout the project cycle. 

Roles	Responsibilities
Project Manager	Responsible for leading the team, managing the project schedule, facilitating meetings, and ensuring the team follows agile practices.
Product Owner	Provides key input on project scope, requirements, and priorities. Approves the system’s readiness for deployment and supports the transition from development to implementation.
Stakeholder	Responsible for giving important input, setting overall goals, approving the system’s progress, and supporting its implementation.
Team Members	Responsible for designing, developing, and testing the system. Each member focuses on their role to help build a functional and high-quality product.
Class Adviser	Responsible for giving academic guidance, making sure the project meets school requirements and educational objectives.
Project Adviser	Responsible for offering technical and strategic advice to ensure the billing system with chatbot meets its goals and adds real value.

As approved by the Project Sponsor and Project Adviser, the identified scope of this project, in line with the project-based learning (PBL), is as follows: 

• Development of a web-based Subscriber Billing System with an AI-Powered Chatbot using modern web technologies suitable for D&D I.T Network and Data Solutions, with the following features and functions: 
• The system automates the generation of billing statements, tracks payments, and manages customer accounts for internet service subscribers. 
• The AI-powered chatbot assists subscribers with billing inquiries, payment guidance, frequently asked questions (FAQs), and general support, reducing the workload on human support agents. 
• The system supports administrative features for managing subscriber data and viewing billing history through a secure and user-friendly interface. 
• The system will be securely hosted and accessible to authorized users via a web portal, with appropriate access levels for subscribers, staff, and administrators. 
• The development and implementation of the system will follow the Agile Methodology, allowing for iterative development, continuous feedback, and flexibility for adjustments during the project lifecycle. 
• The scope is subject to revision should the project team or project sponsor determine that modifications are necessary to meet project goals and stakeholder needs. 

The project includes the design, development, and deployment of a web-based Subscriber Billing System integrated with an AI-powered Chatbot for D&D I.T Network and Data Solutions. Key features include automated billing statement generation, subscriber account management, AI chatbot support, secure user access, and administrative controls. The system will follow Agile methodology and support responsive design and data security. 

• Design and development of a web-based Subscriber Billing System 
• Integration of an AI-powered Chatbot for customer support 
• Automated billing statement generation for subscribers 
• Subscriber account management functionality 
• Administrative controls for staff to manage billing operations 

The following is outside of the scope of the project: 

• Full website development, including login and signup functionality. 
• Implementation of a ticketing system for customer support or technical issues. 
• Addition of online payment methods or payment gateway integrations. 

• The project is being developed by a student team with limited time and availability, requiring careful planning to stay on track. 
• The development is free as part of a school project, but ongoing costs like APIs, cloud storage, and hosting need to be considered. 
• The entire project must be completed within one year, with each phase meeting its scheduled deadline. 
• The team is using personal laptops, which may have performance limitations compared to professional equipment.

• Stakeholders will provide timely feedback and approvals. 
• Required infrastructure (internet, development tools, hosting) will remain available. 
• Team members will remain available and committed throughout the project. 

The Project Manager will regularly assess each deliverable to ensure it aligns with the approved scope and project requirements. After a feature or task is completed, the Project Manager will conduct a thorough review and then coordinate with the Project Sponsor for evaluation. Once the deliverables meet expectations, the sponsor will formally approve the work through documented confirmation. 

The related documents such as the Project Charter and Change Management Plan will be closely monitored in the event of any changes to the project scope, ensuring that procedures and key deliverables are consistently followed. In addition to referring to documentation, the team must actively consult with the Project Sponsor and/or Project Adviser to validate and approve any modifications to the scope. This process ensures that all changes are transparent, well-documented, and aligned with the overall project objectives. 

This Schedule Management Plan outlines the framework for managing the project timeline of developing a billing system integrated with an AI Powered chatbot for D&D I.T Network and Data Solutions. The purpose of this plan is to establish a clear process for schedule development, monitoring, and control to ensure timely completion of project milestones. This plan will define scheduling tools, key roles, frequency of updates, and criteria for handling schedule changes. 

Agile project management tools such as Jira and OpenProject were utilized to support efficient scheduling, task tracking, and timeline visualization throughout the project. 

Jira

• Used for sprint planning, backlog management, task tracking, and burndown chart visualization. 

OpenProject

• Used for Gantt chart planning, timeline visualization, and cross-project scheduling. 

Milestone	Target Date	Key Activities Included
Project Start	06/28/2024	Initial kickoff
Initiation	06/28/2024	Business Case, Project Charter, Stakeholder Plans
Planning	10/30/2024	Project team setup, project plan development
Analysis and Design	11/25/2024	UI Design, UX Design, Tech Stack Setup
Development	03/13/2025	Front-end, Back-end development, Quality Assurance
Implementation	10/30/2025	Execution of transition, control areas (scope, cost, schedule, risk, integration testing, and deployment)
Project Completion	10/30/2025	Quality training, turnover, lessons learned, updates, file/document archiving

To control the schedule, weekly team meetings are conducted to check progress. Team members update a shared project tracker. If any delay is expected, it must be reported immediately to allow proper adjustment. The project supervisor monitors if all deliverables are being completed on time. 

• Progress Reviews: Weekly. 
• Update Frequency: Every week or upon task completion. 
• Communication: Through group chat, email, and Teams meetings. 
• Responsibility: Each team member is accountable for their assigned tasks. 

• Project Leader: Oversees schedule progress. 
• UI/UX Designer: Designs the user interface based on the prototype. 
• Developers: Work on both the billing system and AI features. 
• QA Tester: Ensures features are functional and bug-free before moving to the next phase. 

A schedule change is required if any task is delayed by more than 10% of the planned duration. For example, if a task was planned for 10 days but it might take more than 11 days, a change request must be submitted and approved. Major changes to milestones or deliverables must be approved by the project client and project adviser. 

If new features or major changes are added to the billing system or AI Chatbot (like new payment options or extra modules), the schedule may need to be adjusted. The team will review how much extra time is needed and whether it affects the current progress. Any major change will need the project manager and sponsor’s approval to rebalance the schedule.

This Cost Management Plan outlines how costs for the project will be planned, estimated, and managed throughout its lifecycle. The purpose of this plan is to ensure project expenditures are controlled and aligned with available resources. 

It defines: 

• Who is responsible for managing project costs 
• Authority levels for approving budget changes 
• Procedures for measuring and reporting cost performance 
• Methods for addressing cost variances 

Cost tracking will be done per key deliverable (e.g., billing module, AI Chatbot, integration testing), as identified in the project’s Work Breakdown Structure (WBS). Resource costs will be monitored across the development, testing, and deployment phases. 

Since this is a student-led project under the Asia Pacific College, development costs are covered by academic provisions, and only operational expenses (such as hosting, APIs, and utilities) will be incurred by the client. 

Cost performance will be measured against a baseline and evaluated monthly during check-ins or milestone reviews. 

Metrics include: 

• Actual Cost (AC) 
• Planned Value (PV) 
• Earned Value (EV) 
• Cost Performance Index (CPI) 

The project team will submit a monthly report that includes: 

• Current expenditure vs. budget baseline 
• Cost performance index (CPI) 
• Variance explanations 
• Corrective actions (if needed) 
• Updates on approved budget changes 

Control Threshold:  If the CPI or SPI falls below 0.8 or rises above 1.2, a Cost Variance Corrective Action Plan will be initiated. 

Process: 

• Within 5 business days, the Project Manager drafts a corrective action report with options. 
• The Project Sponsor selects an option within 3 days. 
• A finalized action plan is incorporated into the project scope and tracked moving forward. 

All changes that affect the budget must follow a formal change request procedure, submitted to the Project Sponsor. The request must include: 

• Rationale for the change 
• Impact analysis 
• Recommended adjustments 

No budget modifications will be made without written approval from the Project Sponsor. 

Manpower Estimated Cost

Role	Monthly Salary	Yearly Salary	Count	Total
Project Manager	₱80,000.00	₱960,000.00	1	₱960,000.00
UI/UX Designer	₱40,000.00	₱480,000.00	1	₱480,000.00
Junior Software Developer	₱40,000.00	₱480,000.00	2	₱960,000.00
Total				₱2,400,000.00

Maintenance, Hosting, and Open APIs

Description	Cost (per year)	Period	Total
Cloud Hosting (SQL)	₱7,200.00	1 Year	₱8,000.00
Domain & SSL	₱7,200.00	1 Year	₱8,000.00
Open API Usage (Paypal)	₱42,000.00	1 Year	₱27,000.00
Total			₱43,000.00

Estimated Project Cost Summary

Category	Total Cost
Manpower Estimated Cost	₱2,400,000.00
Hosting and Open APIs	₱43,000.00
TOTAL	₱2,443,000.00

The Work Breakdown Structure (WBS) presented here outlines all the work required to complete the Integrated System Development project. It is structured in several views for comprehensive understanding, including Outline, Hierarchical, Tabular, and Tree Structure formats. A WBS Dictionary is also included for further clarity of each element.  

1. Initiation 

   1.1 Business Case 

   1.2 Project Charter 

   1.3 Stakeholders Management Strategy Plan 

   1.4 Stakeholder Analysis 

2. Planning 

   2.1 Determine Project Team 

   2.2 Develop Project Plan 

3. Execution 

   3.1 UI Design 

   3.2 UX Design 

   3.3 Tech Stack Setup 

   3.4 Front-end Development 

   3.5 Back-end Development 

   3.6 Quality Assurance 

   3.7 Implementation/Transition 

4. Control 

   4.1 Scope Management 

   4.2 Schedule Management Plan 

   4.3 Cost Management 

   4.4 Resource Management 

   4.5 Quality Management 

   4.6 Risk Management 

   4.7 Communication Management 

   4.8 Change Management 

5. Closeout 

   5.1 Project Turnover 

   5.2 Document Lesson Learned 

   5.3 Update Files/Records 

   5.4 Archive Files/Documents

WBS Code	Task Name	Assigned To	Status	Priority
1	Initiation		New	Normal
1.1	Business Case	Abdul Hasheem Ditano	New	Normal
1.2	Project Charter	Roman Nikko Albania	New	Normal
1.3	Stakeholders Management Strategy Plan	Edgar Monforte	New	Normal
1.4	Stakeholder Analysis	Edgar Monforte	New	Normal
2	Planning		New	Normal
2.1	Determine Project Team	Nekeisha Ashlyn Elfa	New	Normal
2.2	Develop Project Plan	Nekeisha Ashlyn Elfa	New	Normal
3	Execution		New	Normal
3.1	UI Design	Abdul Hasheem Ditano	New	Normal
3.2	UX Design	Nekeisha Ashlyn Elfa	New	Normal
3.3	Tech Stack Setup	Desiree Ugates	New	Normal
3.4	Front-end Development	Nekeisha Ashlyn Elfa	New	Normal
3.5	Back-end Development	Roman Nikko Albania	New	Normal
3.6	Quality Assurance	Abdul Hasheem Ditano	New	Normal
3.7	Implementation/Transition	Edgar Monforte	New	Normal
4	Control		New	Normal
4.1	Scope Management	Nekeisha Ashlyn Elfa	New	Normal
4.2	Schedule Management Plan	Desiree Ugates	New	Normal
4.3	Cost Management	Roman Nikko Albania	New	Normal
4.4	Resource Management	Abdul Hasheem Ditano	New	Normal
4.5	Quality Management	Desiree Ugates	New	Normal
4.6	Risk Management	Edgar Monforte	New	Normal
4.7	Communication Management	Nekeisha Ashlyn Elfa	New	Normal
4.8	Change Management	Abdul Hasheem Ditano	New	Normal
5	Closeout		New	Normal
5.1	Project Turnover	Roman Nikko Albania	New	Normal
5.2	Document Lesson Learned	Abdul Hasheem Ditano	New	Normal
5.3	Update Files/Records	Nekeisha Ashlyn Elfa	New	Normal
5.4	Archive Files/Documents	Abdul Hasheem Ditano	New	Normal

WBS Code	Task Name	Description	Responsible
1.1	Business Case	Define the business need and justify the project.	Abdul Hasheem Ditano
1.2	Project Charter	Develop the project charter for stakeholder approval.	Roman Nikko Albania
1.3	Stakeholders Mgmt Strategy Plan	Identify and plan stakeholder engagement.	Edgar Monforte
2.1	Determine Project Team	Assign project team roles and responsibilities.	Nekeisha Ashlyn Elfa
3.4	Front-end Development	Code and build the front-end of the application.	Nekeisha Ashlyn Elfa
3.7	Implementation/Transition	Deploy the system and transition to operational environment.	Edgar Monforte
4.5	Quality Management	Establish and implement quality standards and processes.	Desiree Ugates
5.2	Document Lesson Learned	Record and review lessons learned for future projects.	Abdul Hasheem Ditano

ID	Work Package	Type	Status	Assignee	Priority
6282	1. Initiation	Phase	New		Normal
6287	1.1 Business Case	Work Package	New	Abdul Hasheem Ditano	Normal
6288	1.2 Project Charter	Work Package	New	Roman Nikko Albania	Normal
6289	1.3 Stakeholders Management Strategy	Work Package	New	Edgar Monforte	Normal
6290	1.4 Stakeholder Analysis	Work Package	New	Edgar Monforte	Normal
6283	2. Planning	Phase	New		Normal
6291	2.1 Determine Project Team	Work Package	New	Nekeisha Ashlyn Elfa	Normal
6292	2.2 Develop Project Plan	Work Package	New	Abdul Hasheem Ditano	Normal
6294	3. Execution	Phase	New		Normal
6293	3.1 UI Design	Work Package	New	Abdul Hasheem Ditano	Normal
6294	3.3 UX Design	Work Package	New	Nekeisha Ashlyn Elfa	Normal
6295	3.3 Tech Stack Setup	Work Package	New	Desiree Ugates	Normal
6296	3.4 Front-end Development	Work Package	New	Nekeisha Ashlyn Elfa	Normal
6297	3.5 Back-end Development	Work Package	New	Roman Nikko Albania	Normal
6298	3.6 Quality Assurance	Work Package	New	Abdul Hasheem Ditano	Normal
6299	3.7 Implementation/Transition	Work Package	New	Edgar Monforte	Normal
6285	4. Control	Phase	New		Normal
6300	4.1 Scope Management	Work Package	New	Nekeisha Ashlyn Elfa	Normal
6301	4.2 Schedule Management Plan	Work Package	New	Desiree Ugates	Normal
6302	4.3 Cost Management	Work Package	New	Roman Nikko Albania	Normal
6303	4.4 Resource Management	Work Package	New	Abdul Hasheem Ditano	Normal
6304	4.5 Quality Management	Work Package	New	Desiree Ugates	Normal
6305	4.6 Risk Management	Work Package	New	Edgar Monforte	Normal
6306	4.7 Communication Management	Work Package	New	Nekeisha Ashlyn Elfa	Normal
6307	4.8 Change Management	Work Package	New	Abdul Hasheem Ditano	Normal
6286	Closeout	Phase	New		Normal
6308	5.1 Project Turnover	Work Package	New	Roman Nikko Albania	Normal
6309	5.2 Document Lesson Learned	Work Package	New	Abdul Hasheem Ditano	Normal
6310	5.3 Update Files/Records	Work Package	New	Nekeisha Ashlyn Elfa	Normal
6311	5.4 Archive Files/Documents	Work Package	New	Abdul Hasheem Ditano	Normal

This Human Resource Management Plan is tailored for the development of the Subscriber Billing System with an AI-Powered Chatbot for D&D I.T Network and Data Solutions. The document outlines the strategic approach to managing the human resources involved in the project, with an emphasis on assigning qualified individuals to roles that align with their skills and expertise. Given the project's aim to automate billing operations and enhance customer interaction through an intelligent chatbot, effective coordination of team members is critical. This plan serves as a guide for the project manager and the team, providing clarity on roles, responsibilities, and the capabilities required to ensure the successful design, development, and deployment of the system. 

Role	Authority	Responsibility	Competency
Project Sponsor	Key decision-making authority for the project; approves or denies changes in the project scope	Provides necessary resources for the project; reviews deliverables and changes throughout the project lifecycle	Should understand ISP operations, business processes, and possess strategic decision-making skills
Project Manager	Oversees the project execution	Manages the entire project lifecycle, from planning to deployment; allocates tasks and monitors progress; facilitates communication among stakeholders	Should have advanced project management skills, technical knowledge in system development, and leadership ability
Team Members	Designs, develops, and tests the system	Works collaboratively to implement core features of the billing system and AI chatbot; participates in sprints and delivers increments of the product	Should have solid knowledge of system analysis, software development, chatbot integration, and Agile methodologies
Project Adviser	Provides support, recommendations, and guidance to the team throughout the project cycle	Guides the team in project execution, methodology selection, and implementation strategies; reviews progress and deliverables	Should be a bona fide faculty member of the School of Computing and Information Technologies at Asia Pacific College, with project advisory experience
External Users (Subscribers)	End users of the system	Participate in testing, provide feedback, and report system usability issues to improve user experience	Should be capable of navigating digital systems and communicating feedback clearly

The following diagram illustrates the organizational structure of the Subscriber Billing System with an AI-Powered Chatbot project for D&D I.T Network and Data Solutions. It outlines the key roles and reporting relationships among the project team members, internal stakeholders, and external users to ensure clear communication, efficient workflow, and accountability throughout the project lifecycle. 

As the human resource needs are already fulfilled through the project-based learning curriculum of Asia Pacific College and its collaboration with D&D I.T Network and Data Solutions, the students participating in this initiative (Team Digital Innovators) will serve as the project team throughout its development. To ensure clear role assignments and maintain balanced workloads, responsibilities have been distributed based on the roles outlined in the project documentation. 

Role	Project Responsibility	Skills Required	Number of Staff	Performance Reviews	Recognition and Rewards
Project Sponsor	Provides necessary resources; reviews deliverables and project scope changes	Knowledge of ISP operations, business processes, and strategic decision-making skills	1	Monthly or as needed	Bonus, stakeholder recognition
Project Manager	Manages the entire project lifecycle; assigns tasks; oversees communication and progress	Advanced project management, leadership, communication, and system development knowledge	1	Monthly	Bonus or promotion
Scrum Master	Facilitates Scrum ceremonies; ensures team follows Agile principles	Agile/Scrum experience, organizational, facilitation, and communication skills	1	Weekly	Bonus or salary increase
Scrum Team	Designs, develops, and tests the billing system and AI chatbot	System analysis, software development, chatbot integration, collaboration, and Agile knowledge	Varies depending on project scope	Weekly	Bonus, salary increase, or academic recognition
Documentation Team	Prepares and maintains project documentation including manuals and system design references	Technical writing, knowledge of documentation standards, and system process understanding	1–2 (depending on project size)	Bi-weekly or as needed	Certificates, bonus, or academic recognition
Project Adviser	Guides methodology selection, implementation, and reviews outputs	Project advisory experience, analytical skills, and technical expertise	1 (faculty member)	As needed	Letter of commendation, academic recognition
External Users	Participates in testing and provides feedback to improve system usability	Ability to navigate systems and communicate feedback clearly	Open (volunteer or selected subscribers)	During user testing phase	Public acknowledgement or access perks

This plan outlines the approach the team will take to ensure the system operates effectively, securely, and with ease of use. The objective is to deliver a reliable and efficient billing system and AI chatbot for D&D I.T Network and Data Solutions. It details the processes followed, the roles of team members, and the verification activities conducted prior to project deployment.

The team employed an Agile methodology throughout the development process. This involved building the system incrementally and conducting tests at each stage. This approach facilitates continuous improvement and allows for timely adjustments based on feedback from the client or academic advisor.

Below is an overview of team responsibilities:

Role	What They Do
Project Manager	Makes sure everything is organized and goals are met.
UI/UX Designer	Designs the layout and user interface of the system to ensure it is clear, functional, and user-friendly.
QA Tester	Tests the system and reports if anything is broken or not working properly.
Developers	Builds the system and fixes issues found during testing.
Product Owner	Approves features and shares updates with the sponsor.
Client (D&D I.T)	Gives feedback and helps the team know what they need from the system.

To make sure the system is high quality, the team followed these standards: 

• The system should load pages in less than 3 seconds. 
• The AI chatbot should reply in 1 to 4 seconds. 
• The design works on Chrome, Firefox, Safari, and Edge. 
• The website should work 99.9% of the time, with backups every day. 
• The code is written in a way that makes it easy to update or fix later on. 

To make sure the project is working well: 

• The team reviewed the system requirements to check if each feature was added correctly. 
• The team did different types of testing: 
• Unit testing for small parts of the system. 
• System testing to check everything works together. 
• User testing where clients check the system and give feedback. 
• AI testing to check if the chatbot gives the right answers. 

The team used tools like Laravel testing features, GitHub, and Figma to help us check everything. 

The team ensures the project remains on track through the following practices:

Code Reviews

• Team members systematically review each other’s code prior to finalization to maintain quality and consistency.

Bug Tracking

• All identified issues are documented and addressed promptly before the project’s release.

Client Demonstrations

• Regular presentations of progress are conducted with the client to gather feedback and incorporate suggestions.

Weekly Meetings

• Scheduled discussions to evaluate successes and identify areas for improvement.

The team tracked the following key indicators to assess the system’s quality:

What the Group Checked	Goal
Bugs per Release	Fewer than 5 minor bugs
AI Response Accuracy	Minimum of 95% accuracy
Page Load Speed	Under 3 seconds per page load
Uptime	99.9% (very reliable)
Client Satisfaction	At least 90% happy
Testing Coverage	90% of the features tested

By adhering to this plan, the team ensured that the project was not only completed successfully but also met standards of reliability, security, and user-friendliness. The team is confident that this system will support D&D I.T and Data Solutions in managing their subscribers more efficiently and enhancing overall customer service.

Risk management is an essential procedure that helps the team in recognizing and reducing the risks that might appear when developing a project. The team will outline its approach to risk management for the DIGI Business Case in this plan, along with the measures it will take to identify, evaluate, and mitigate risks. The team will also discuss the project's top three risks and how they intend to handle them. The team can reduce the possible impact of these risks and guarantee the successful delivery of the DIGI project by adopting a proactive approach to risk management.

The top three risks that were identified for the DIGI are: Market Adoption Risk

• There is a risk that the target market may not adopt the proposed digital marketplace as expected, impacting revenue and platform engagement.

Technical Development Risk

• Potential challenges in developing a scalable and secure digital platform within the proposed timeframe and budget constraints.

Data Security and Compliance Risk

• Handling sensitive business and user data requires compliance with legal frameworks like GDPR. Any breach could have significant legal and reputational consequences.

• Risk Identification – Analyzing project requirements and objectives to detect risks that might arise during the development and deployment of the digital platform.
• Risk Evaluation – Evaluating the probability and impact of each identified risk to prioritize mitigation actions.
• Risk Management – Designing strategies to reduce or eliminate risks through prevention and preparedness, such as technical audits, pilot programs, and legal compliance measures.
• Risk Tracking – Continuously monitoring ident

To effectively identify potential risks associated with the DIGI project, the team will:

• Analyze the business model, stakeholders, and implementation strategy.
• Consider external factors like market shifts, regulatory changes, and technology evolution.
• Categorize risks (e.g., business, technical, legal).
• Prioritize risks using a likelihood-impact matrix.
• Develop a mitigation plan for each major risk.

Risk	Likelihood	Impact	Urgency	Priority
Market Adoption	High	High	Immediate	High
Technical Development	Medium	High	Near-term	High
Data Security & Compliance	Medium	High	Near-term	High

The following practices will be used:

• Regular Reviews – Periodic assessments of risks and mitigation effectiveness.
• Status Reporting – Regularly updated risk logs and status summaries.
• Change Management – Controlled process for handling changes in scope or design.
• Communication – Stakeholder engagement and transparent reporting of risk status.

Mitigation strategies include:

• Market Adoption Risk – Conduct market validation, pilot tests, and adopt agile marketing tactics to iterate on user feedback.
• Technical Development Risk – Use modular architecture, robust project management (Agile/Scrum), and involve experienced developers.
• Data Security & Compliance Risk – Implement data encryption, secure authentication, regular audits, and engage legal experts for regulatory compliance.

Other strategies:

• Allocate resources for unforeseen risks.
• Update risk assessments regularly.
• Prepare contingency plans for high-priority threats.
• Foster cross-functional communication to detect early signs of emerging risks.

Risk ID	Risk Rank	Description	Category	Destination / Owner	Probability	Impact	Status
R001	High	Low adoption from target businesses/users	Business	Marketing Lead	High	High	In progress
R002	High	Technical obstacles in platform scalability	Technical	Development Lead	Medium	High	In progress
R003	High	Non-compliance with GDPR or local regulations	Legal	Compliance Officer	Medium	High	In progress
R004	Medium	Delays in onboarding SMEs due to lack of readiness	Business	Partnership Manager	Medium	Medium	In progress
R005	Medium	Third-party APIs become deprecated	Technical	Development Lead	Medium	Medium	In progress
R006	Low	Funding shortages or delays	Business	Finance Manager	Low	High	In progress
R007	Low	Incomplete user feedback loops	UX/Testing	Product Manager	Low	Medium	In progress

The Communication Management Plan for Team DIGI serves as a strategic guide for how project-related information will be managed and distributed throughout the lifecycle of the Integrated Subscriber Billing System with an AI-Powered Chatbot for D&D I.T. Network and Data Solutions. 

This plan aims to ensure that all communications are clear, timely, and aligned with stakeholder expectations. It outlines the communication process, including the methods of dissemination, frequency, responsible team members, and the platforms to be used. It also establishes expectations for stakeholder engagement, data confidentiality, and the allocation of communication resources. 

Specifically, this plan defines: 

• The type of information to be shared and the processes for dissemination 
• Including platforms (e.g., Teams, Zoom) and frequency 
• Along with the assigned point of contact for each communication 
• Stakeholder-specific communication requirements 
• Standardized communication templates and documentation formats 
• A defined escalation process for resolving issues when communication fails 

By following this plan, Team DIGI ensures that all parties are well-informed, engaged, and able to contribute effectively to the project’s success. 

The DIGI project team primarily uses Microsoft Teams for real-time communication, conducting daily scrum meetings and group chats that help keep everyone aligned on progress, obstacles, and upcoming tasks, while fostering transparency and quick issue resolution. To track project progress and task assignments, Jira is utilized, allowing members to update task statuses, report issues, and monitor deadlines, providing clear visibility into overall project health. For project planning, scheduling, and workflow collaboration, the team relies on OpenProject, which helps organize tasks, dependencies, and milestones to maintain a structured delivery process. Additionally, for quick clarifications and urgent questions outside formal meetings, the team uses Facebook Messenger for group chats, providing a convenient and accessible platform for fast communication. 

Communication with the client is handled only by Mr. Edgar Monforte. He uses Messenger for quick and timely updates about daily concerns. For more formal or in-depth discussions, the team conducts online meetings via Zoom. Zoom meetings are scheduled regularly to review project status, gather feedback, and address client concerns, ensuring continuous alignment with client expectations. 

The following are key constraints that may impact the effectiveness and consistency of communication throughout the project lifecycle: 

Schedule Constraints

• Team members balance academic responsibilities alongside the project, which limits availability for synchronous communication and requires careful scheduling of meetings and deadlines. 

Limited Personnel

• With a small project team, responsibilities are shared across multiple roles, leading to potential delays in communication when key members are unavailable or overloaded with tasks. 

Communication Channels

• While multiple platforms (Teams, Zoom, Messenger, Jira, OpenProject) are available, inconsistent usage and platform-switching may lead to miscommunication, missed updates, or fragmented documentation if not managed properly

Effective communication is essential to the successful delivery of the Integrated Subscriber Billing System with an AI-Powered Chatbot. Team DIGI follows the guidelines below to ensure all stakeholders remain informed, engaged, and aligned with the project’s objectives. These practices promote transparency, efficient coordination, and timely resolution of concerns: 

Internal Updates: The team leader provides regular progress updates to ensure all members are aware of task statuses, key achievements, and upcoming priorities.

Communication Responsibilities: Direct communication with the client is handled solely by the team’s representative, ensuring consistency and professionalism in all external interactions. Other members focus on internal coordination and documentation. 

Feedback Gathering: Feedback from the client is collected through Messenger. When more detailed discussions or progress reviews are requested, a Zoom meeting is arranged. 

Clarity in Communication: All project updates and messages are conveyed in a clear and professional manner to support mutual understanding and informed decision-making. 

Communication Platforms: Messenger is used for day-to-day client communication, while Zoom is reserved for formal reviews and scheduled discussions.

Issue Reporting: Any project-related issues are escalated promptly through internal channels. If client involvement is required, the matter is communicated externally without delay. 

To support clear communication and project coordination, the following roles and responsibilities are defined for the development of the Integrated Subscriber Billing System with an AI-Powered Chatbot: 

 Project Sponsor / Stakeholder:  Provides overall direction and approval for the project. Reviews major deliverables and ensures the project supports the company’s goals. Receives important updates on progress and outcomes. 

 Scrum Master (Project Lead):  Manages the daily activities of the team, supports smooth communication, helps solve problems, and ensures updates and concerns are shared on time. Serves as the main contact for internal coordination. 

 Product Owner:  Manages the project requirements, prioritizes features, handles the product backlog, and checks that the output meets the client's needs. Works closely with both the team and stakeholders. 

 Project Team:  Includes developers, designers, testers, and support members who complete project tasks. Each team member shares updates, reports issues, and helps with documentation and internal communication. 

 Subscriber:  The end user or client receiving the final system. Gives feedback, reviews the project progress, and checks if the system meets their needs. Communication is handled through the assigned project contact. 

Role	Name	Title	Organization/Department	Email
Project Sponsor	Daniel Ruamar	Founder of D&D IT Networks and Data Solutions	D&D IT Networks and Data Solutions
Project Manager	Abdul Hasheem Ditano	Project Manager	Team DIGI	[email protected]
Scrum Team (UI/UX Designer)	Nekeisha Ashlyn Elfa	Student	Team DIGI	[email protected]
Scrum Team (Developer)	Roman Nikko Albania	Student	Team DIGI	[email protected]
Scrum Team (QA Tester)	Edgar Louise Monforte	Student	Team DIGI	[email protected]
Scrum Team (QA Tester)	Desiree Ugates	Student	Team DIGI	[email protected]

Team DIGI employs a range of tools to facilitate smooth communication and collaboration throughout the project. Project documents and reports are stored and managed using SharePoint, ensuring organized and secure access for all team members. GitHub is used to manage the project’s codebase, track issues, and coordinate software development activities. 

For task management and progress tracking, Jira and OpenProject are utilized, providing transparency and structured workflow monitoring. Official meetings and video conferences are held via Zoom, scheduled regularly to review milestones and discuss important updates with the client and the team. 

Facebook Messenger serves as the primary channel for quick, informal communication, especially for direct messaging with the client representative. Microsoft Teams is used for internal communication such as daily stand-ups and team announcements. 

All participants are required to have active accounts on these platforms to maintain effective communication. The project manager keeps a record of these accounts to ensure coordination and seamless information flow.

Communication Type	Objective(s)	Medium	Frequency	Audience	Owner	Deliverable	Format
Kickoff Meeting	Introduce project scope, objectives, roles, and timeline	Zoom	Once at project start	All Stakeholders	Project Manager	Agenda, Minutes of Meeting	Soft Copy
Sprint Planning	Define sprint goals, plan tasks and assignments	Microsoft Teams	At least twice a week	Team DIGI	Scrum Master	Agenda	MSTeams Recording Link
Sprint Review	Demonstrate completed work, gather feedback	Zoom	As needed	Team, Client	Scrum Master	Agenda	MSTeams Recording Link
Sprint Retrospective	Reflect on sprint process, identify improvements	Microsoft Teams	At least twice a week	Team DIGI	Scrum Master	Agenda	MSTeams Recording Link
Backlog Refinement	Review and update product backlog	Microsoft Teams	At least twice a week	Team DIGI	Scrum Master	Agenda	MSTeams Recording Link
Daily Scrum	Share daily progress, identify blockers	Microsoft Teams	Regularly	Team DIGI	Scrum Master	Agenda	MSTeams Recording Link

To ensure all meetings contribute effectively to project progress and stakeholder alignment, the following guidelines are established for Team DIGI: 

Define the Purpose: Each meeting must have a specific purpose to ensure discussions remain targeted and contribute to project goals.  Prepare and Share the Agenda: A structured agenda should be prepared in advance and shared with attendees to guide the flow of conversation and prioritize topics. 

Respect Time Commitments: Meetings are expected to start and finish on time, acknowledging the participants’ schedules and commitments.  Keep Records of Discussions: Key discussion points, decisions, and task assignments are documented through meeting minutes for transparency and accountability. 

Ensure Follow-Through: Assigned tasks and decisions made during meetings are tracked to ensure timely execution and responsibility by the designated members. 

Encourage Feedback: Feedback is welcomed from participants after meetings to continually improve their structure, relevance, and effectiveness.

To ensure consistent and effective communication throughout the project lifecycle, Team DIGI follows structured communication practices that support collaboration, accountability, and alignment with stakeholders. 

Communication Protocols

• Meeting Frequency: Daily check-ins via Microsoft Teams, sprint-related sessions held per cycle, and stakeholder updates scheduled as needed. 
• Preferred Platforms: Microsoft Teams is used for internal coordination; client-facing meetings are conducted through Zoom. For informal or quick exchanges, Messenger serves as the main tool. 

Documentation Guidelines 

• File Formatting: All documents follow academic formatting standards as applicable to project submissions. 
• Naming System: Files follow a consistent format such as “DIGI_[DocumentTitle]”. 
• Storage and Versioning: Shared folders on SharePoint are used for organized storage. Updates are tracked using date-based versioning and commit notes where applicable. 

Reporting Practices

• Content Requirements: Regular reports include sprint outcomes, task completions, challenges encountered, and pending actions. 
• Sharing Method: Reports are shared through secure links in Messenger or Microsoft Teams group chats. 
• Editing Tools: Documents are primarily developed using Google Docs or Microsoft Word to allow real-time collaboration and accessibility. 

By observing these standards, Team DIGI ensures all communication remains clear, organized, and aligned with project goals and stakeholder expectations. 

To maintain efficient issue resolution and minimize project disruptions, Team DIGI follows a structured communication escalation process. This ensures that concerns are addressed promptly and by the appropriate level of authority. 

Step 1: Identify the Issue 

• Team members must first recognize and document any concern that cannot be resolved within their individual or team scope—whether technical, procedural, or interpersonal. 

Step 2: Notify the Scrum Master 

• The issue is first brought to the attention of the Scrum Master, who assesses the matter, facilitates initial troubleshooting, and determines if further escalation is necessary. 

Step 3: Elevate to the Project Manager

• If the concern persists or involves broader project risks (e.g., delays, resource gaps, client misunderstandings), the Scrum Master escalates the issue to the Project Manager for resolution. 

Step 4: Engage the Product Owner or Stakeholder 

• For issues that impact project scope, timelines, or stakeholder satisfaction, the Project Manager coordinates with the Product Owner or directly consults the client representative to align on a resolution. 

Step 5: Final Escalation to Project Sponsor 

• In rare cases where major decisions or approvals are needed beyond the project team’s authority, the issue is escalated to the Project Sponsor for final guidance or intervention. 

Tracking and Documentation 

• Each escalation is logged through meeting notes or Jira tickets, detailing the issue, parties involved, actions taken, and the resolution. This ensures accountability and prevents recurring problems. 

This escalation process promotes transparency, timely intervention, and a clear line of communication, helping Team DIGI resolve issues effectively while maintaining project momentum. 

Term	Definition
Communication Management Plan	A strategic document that outlines how project communication will be planned, executed, monitored, and controlled to ensure effective information exchange among stakeholders.
Communication Escalation Matrix	A structured framework that defines the levels and process for escalating communication issues or concerns to the appropriate authority within the project team.
Project Sponsor	The individual (Daniel Ruamar) who provides executive support, funding, and final approval for major project decisions.

The Change Management Plan is essential to the successful implementation of the Integrated Subscriber Billing System with an AI-Powered Chatbot for D&D I.T Network and Data Solutions. As with any technology project, changes may arise unexpectedly—whether in the form of updated requirements, timeline adjustments, resource constraints, or evolving system features. To ensure these changes are addressed efficiently and transparently, a well-defined change management process is required. This plan will guide the team in handling modifications systematically, ensuring all changes are properly assessed, approved, and documented to maintain project integrity and alignment with organizational goals. 

The Change Control Board (CCB) is the primary authority responsible for overseeing all change requests related to the Subscriber Billing System with an AI-Powered Chatbot project for D&D I.T Network and Data Solutions. The CCB ensures that any proposed modifications are evaluated thoroughly to maintain alignment with the project’s objectives, scope, and timeline.

Purpose of the CCB 

• Assess Impact: Evaluate the potential impact of proposed changes on the project’s schedule, budget, and deliverables 
•  Maintain Alignment: Ensure that all change requests support the overall project goals and stakeholder expectations 
•  Authorize Decisions: Approve or reject change requests through a formal, transparent decision-making process 

Role	Description	Name
Scrum Master (Project Manager)	Leads the team by guiding the project, removing blockers, and making sure everyone follows the Scrum process.	Abdul Hasheem Ditano
Product Owner	Acts as the voice of the customer by defining project requirements, prioritizing the product backlog, and ensuring the team delivers value to the stakeholders.	Daniel Ruamar
Scrum Team Member (UI/UX Designer)	Responsible for designing the user interface of the billing system and chatbot, making sure it is easy to use and visually clear.	Nekeisha Ashlyn Elfa
Scrum Team Member (Developer)	Responsible for developing the system features, writing the code, and ensuring all parts of the billing system and chatbot function properly.	Roman Nikko Albania
Scrum Team Member (Quality Assurance)	Responsible for testing the system, finding bugs, and helping to make sure the chatbot and billing features work correctly and reliably.	Desiree Ugates
Scrum Team Member (Quality Assurance)	Responsible for checking and reviewing the system, confirming that any issues are fixed and that the product meets the expected quality.	Edgar Louise Monforte
Stakeholder	Provides key input on project scope, requirements, and priorities. Approves the system’s readiness for deployment and supports the transition from development to implementation.	Daniel R. Ruamar
Class Adviser	Offers guidance and support to the Project Manager and team, ensuring the project aligns with academic standards and requirements.	Prof. Jose Eugenio Quesada
Project Adviser	Provides technical and strategic advice to the team, ensuring that the project delivers value and meets the objectives agreed upon by the Product Owner and Scrum Team.	Prof. Jose Eugenio Quesada

The following standardized process will be used for managing all change requests in the Subscriber Billing System with an AI-Powered Chatbot project:

• Any team member or stakeholder can submit a Change Request Form through platforms such as Jira or email. 
• The form must include a description of the change, the reason for the request, its urgency, and the expected impact on the project. 

• The Project Manager reviews the submitted request for completeness and relevance. 
• Valid requests are logged and forwarded to the Change Control Board (CCB) for evaluation. 

• The Scrum Team, Product Owner, and any relevant technical specialists (e.g., for UI/UX or AI features) assess the change. 
• The team evaluates the impact on cost, timeline, technical requirements, and project goals. 
• Results of the analysis are shared with the CCB to support decision-making.

• The CCB reviews all findings and votes to approve, reject, or defer the change. 
• Decisions and their justifications are documented and communicated to all relevant parties. 

• Once approved, the Project Manager updates the backlog, project plan, and documentation. 
• The change is assigned to the appropriate sprint or development cycle. 

• The QA team or designated testers verify that the implemented change functions correctly within the integrated system.
• This includes validating both the new feature or fix and ensuring existing functionality is not negatively impacted.
• Any defects found are logged, addressed, and retested before moving forward.

• The Scrum Master ensures the implemented change is functioning as intended. 
• The change is monitored to prevent regression and ensure alignment with project objectives.

• All relevant technical documents, user guides, and change logs are updated to reflect the newly implemented change.
• This ensures clarity for end-users, support teams, and future developers, contributing to long-term maintainability and knowledge transfer.

• All stakeholders are notified of the decision and any updates to the project plan. 
• Supporting tools and repositories (e.g., Jira, OpenProject, SharePoint) are updated accordingly. 

This transition-out plan defines the strategy and actions required to smoothly disengage from the development and implementation phase of the subscriber billing system and internal AI Powered Chatbot. The system is being transitioned from the project team to the internal operational team at D&D I.T. The primary objective is to ensure business continuity, data security, and maintainable system performance.  

Name	Role
Abdul Hasheem O. Ditano	Project Manager
Roman Nikko Albania	Developer
Nekeisha Ashlyn E. Elfa	UI/UX Designer
Edgar Louise P. Monforte	QA Tester
Desiree T. Ugates	QA Tester

No re-badging is required. The system will be maintained by D&D I. T’s in-house technical team post-transition. Key personnel will receive the documentation. The project team will remain available for a 1-month post-handover for issue resolution and consultation. 

Work during the transition includes: 

• Access validation 
• Bug fixing and post-deployment patches 
• Performance monitoring 
• AI Chatbot testing under production load 

No major development tasks will be ongoing but monitoring and optimization tasks will be executed. 

All developed source code, design documents, AI prompts/configurations, and training materials will be transferred to D&D I.T and Data Solutions.

Account Type	Assigned To	Transitioned To
Admin Dashboard	Technical Lead	D&D I.T and Data Solutions
Database	Developer	D&D I.T and Data Solutions
AI Backend/API	Project Lead	D&D I.T and Data Solutions
Web Hosting Panel	Developer	D&D I.T and Data Solutions

Knowledge will be transferred through: 

• Transfer of manuals (admin, end-user, and AI usage guide) 
• Access to a recorded training video and system demo 
• Email/Slack channel maintained for 30 days post-handover 

This Gantt chart presents the structured timeline for D&D IT Network and Data Solutions' project rollout. It spans from early 2024 to late 2025, detailing phases such as Initiation, Stakeholder Engagement, Project Planning, and Execution (including Design, Development, and Implementation). Tasks are visually organized with color-coded bars—green for task durations and orange for key deadlines—along with arrows indicating task dependencies. Major milestones include the Business Case, Charter Development, and System Testing, ensuring a clear path from planning to deployment and quality assurance.

The project team will facilitate an acceptance review meeting with: 

• D&D I.T NETWORK AND DATA SOLUTIONS 
• Project Adviser 

A formal checklist-based sign-off will be executed, including: 

• Confirmation of system stability 
• Verification of access and credentials 
• Acceptance of knowledge transfer materials