Project charter: New customer portal
Organisation: Brightwater Analytics
Sponsor: Eleni Papadakis, Chief Executive
Project manager: Priya Nair
Date: 11 January 2027
1. Why this project
Clients ask for the same reports every week by email, and our support team spends about 60 hours a month sending them. A self-service portal would save that time and give clients answers at any hour.
2. Objectives and measures of success
Launch the portal for all clients by 30 June 2027.
Move 80 percent of report requests to self-service within three months of launch.
Keep the client satisfaction score at 4.5 out of 5 or above.
3. Scope
In scope: Sign-in for clients, a report library, a download button, a help page and the connection to our reporting system.
Out of scope: A mobile app, changes to how reports are made, and the migration of data older than 2024.
4. Deliverables
A working portal, user guide, training for the support team and a launch plan.
5. Milestones
| Milestone | Date |
|---|---|
| Design approved | 26 February 2027 |
| Test version with five clients | 30 April 2027 |
6. Budget
EUR 85,000, including a 10 percent contingency
7. Team and roles
Priya Nair, project manager
Carlos Mendes, lead developer
Aisha Khan, designer
Daniel Costa, support lead (client voice)
Others to keep informed: Head of Sales, Data Protection Officer, the client advisory group
8. Risks and assumptions
Risk: the reporting system's connection takes longer than planned. We will test it in the first month.
Assumption: clients agree to sign in with their email.
9. Authority and changes
The project manager decides day-to-day matters within this charter. Any change to the scope, the budget or the dates is agreed with the sponsor in writing before it is made.
10. Approval
Sponsor: Eleni Papadakis, Chief Executive
Signature: ______________
Date: ______________
Project manager: Priya Nair
Signature: ______________
Date: ______________