Callcenter process how to#

Be based on an appropriate or optimum technical solution or “project”: this is usually referred to as identification.

As described in section 5.3, a PPP project must: Regardless of the order or timing of each of the tasks or the different names and concepts used in different regions and jurisdictions, a PPP procurement will necessary imply significant work under a phased approach. What is clear though is what has to be done to successfully develop a project as a PPP. The work to be carried out in each phase is also influenced by the applicable policy and legal framework. For instance, some of the analysis to be carried out as part of the appraisal may not be finished until subsequent phases, or it may be necessary to revisit this analysis at a later phase. The described process presented in figure 1.14 incorporates significant flexibility to reflect the main potential variations in the tasks, decisions and authorizations to be taken within each “phase”.Īs a practical matter, the analysis and tasks to be carried out in many phases will actually extend beyond the arbitrary limit of the respective phase. Thus, since it is necessary to define a common ground in order to provide a proper explanation of the PPP process (as well as the different tasks to be undertaken and decisions made) this PPP Guide is necessarily adopting a flexible approach. By screening the project for PPP potential at an early stage, the government can avoid wasting money on appraisal if the project is not suitable to be a PPP. If a project is not suitable to be a PPP, it may not be possible (due to fiscal constraints) to deliver it as a traditionally procured project. In these circumstances, the investment decision (whether or not the project should proceed) is inter-related with the procurement decision (whether or not the project should be a PPP). This sequence is well suited to PPP programs motivated by a desire to use PPPs as an alternative to public finance, thus allowing for the acceleration of infrastructure development (see section 5.1). The standard PPP process cycle described in this PPP Guide involves initial analysis of the project economics and PPP screening in the Identification and PPP Screening Phase, followed by detailed appraisal of the project both as a technical solution and as a PPP during the Appraisal and Preparation Phase. See box below.īOX 26: Considerations regarding appraisal and decisions assumed by this PPP Guide Additionally, there are different views and approaches about what should be the final outcome of the appraisal activity whether the appraisal of the project should be regarded as phase in itself and the investment decision taken before confirming the suitability and feasibility of the project as a PPP, or whether both activities and decisions can be better handled in the same phase (which is the approach assumed by this PPP Guide for convenience, as fitting with the context of EMDE countries).

Callcenter process how to#

Thus, there are differing views, for example, about how to define contract “structuring” and what exactly should be considered “structuring” or even “feasibility” of a project contract. There is no universal consensus on what should be included in each phase or where each should start or end.

The definition of each phase, including the name and the scope of each of them, is somewhat arbitrary. However, when the government assumes a program approach, project identification and selection, as well as the screening of projects as PPP candidates, will typically occur as part of the development of a program. Normally this process starts with project identification and selection, and the PPP Guide assumes that this occurs on a project by project basis. The process as described in this section and developed through the PPP Guide relates to the cycle of a PPP project. It also illustrates how the process may differ in some countries, depending on the tender route or modality selected (when there is more than one available in a country). The intention of this description is to give the reader a general view of the whole process, providing a preliminary description of its main phases. This section describes the overview of the PPP project process which is then developed in detail - phase by phase - in chapters 3 to 8 of this PPP Guide.