MunjazStrategy & projects
MunjazPMO PLATFORMProposal
Project proposal & feasibility study
Justification, objectives, benefits, cost and initial risks
- Form no.
- SCA-PMO-F01
- Template edition
- 2.1
- Version
- V1
- Form date
- 2026-05-06
- Hijri
- 19 Dhuʻl-Qiʻdah 1447 AH
Auto-filled — Filled by the platform from the project record, not typed.
- Proposal no.
- DMD-2026-004
- Proposal
- Unified contractor contact-centre expansion
- Portfolio
- Digital Services & Platforms Portfolio
- Sector
- Digital Transformation Sector
- Sponsor
- Eng. Majed S. Al-Rasheed
- Proposed by
- Eng. Reem K. Al-Dosari
1The proposalAuto-filled
- TitleAuto-filled
- Unified contractor contact-centre expansion
- Proposed byAuto-filled
- Eng. Reem K. Al-Dosari
- DepartmentAuto-filled
- Muqawil Platform & e-Services Department
- Submitted onAuto-filled
- 2026-05-06
- Proposal numberAuto-filled
- DMD-2026-004
2Justification
The problem or need
The unified contact centre takes 3,400 calls a day from contractors and project owners with 60 agents, and up to 22% of calls are lost at peak, especially before membership-renewal deadlines.
Today
Average wait is 7 minutes, there is no chat or WhatsApp channel, and the system is not linked to the membership file in Muqawil.
3Objectives
- Grow the centre into an omnichannel service (phone, chat, WhatsApp) with smart routing, and cut abandoned calls below 5%.
Strategic objectives served
- SO-1.1 — Simplify regulatory relationships and make doing business easier
4Expected benefits
| Kind | Benefit |
|---|---|
| Satisfaction | Caller satisfaction from 68% to 85% |
| Time saved | Waits of 90 seconds or less |
| Cost saving | 35% of enquiries moved to self-service |
5Cost & feasibilityAuto-filled
Estimated cost
SAR 7.8M
Net present value
SAR 5.5M
Return on investment
58%
Payback
2.9 years
| Year | Capex | Opex | Benefit |
|---|---|---|---|
| 2027 | SAR 5.1M | SAR 0 | SAR 0 |
| 2028 | SAR 2.7M | SAR 1.1M | SAR 2.6M |
| 2029 | SAR 0 | SAR 1.2M | SAR 4.2M |
| 2030 | SAR 0 | SAR 1.2M | SAR 4.8M |
| 2031 | SAR 0 | SAR 1.3M | SAR 5.1M |
| 2032 | SAR 0 | SAR 1.3M | SAR 5.3M |
6Initial risks
| Risk | Level | Proposed response |
|---|---|---|
| Supplier delay in delivery or implementation | Medium | Delay penalties and a phased delivery plan |
| Low user adoption of the new solution | Medium | A change plan and champions in each department |
| Call surges when new services launch | Medium | Elastic capacity in the cloud contract |
Approval logChain: Proposal & feasibility approval · version 4
Every decision on the form — who, their role, the note and the time. It prints with the form.
| # | Step | Kind | Name | Decision | Note | Date & time |
|---|---|---|---|---|---|---|
| 1 | Author | — | Eng. Reem K. Al-DosariHead of the Muqawil Platform & Programme Manager, Muqawil & e-Services | Submitted | — | 2026-05-06 09:00 |
| 2 | Line manager endorsement | Technical acceptance | Eng. Reem K. Al-DosariThe requester’s line manager | Approved | — | 2026-05-07 11:44 |
| 3 | PMO review | Methodology review | Ghada A. Al-ShahraniPMO — analyst | Approved | — | 2026-05-10 12:51 |
| 4 | Portfolio manager review | Technical acceptance | Faisal A. Al-ShehriPortfolio manager | Approved | — | 2026-05-12 13:58 |
| 5 | Cost & funding review | Financial approval | Approval engineFinance | Pre-breach alert | — | 2026-10-19 08:00 |
Signatures
Line manager endorsement
Eng. Reem K. Al-Dosari
Approved2026-05-07
PMO review
Ghada A. Al-Shahrani
Approved2026-05-10
Portfolio manager review
Faisal A. Al-Shehri
Approved2026-05-12
Cost & funding review
Munirah A. Al-Khalidi
Awaiting decision
Project Approval Committee
Dr. Noura M. Al-Otaibi
Later