Riyadh Chamber of Commerce & Industry
Project charter
Unified Contact Centre 920004565 & AI Assistant
DRAFTV0
1Project identity
Required at this stage- Project name
- Unified Contact Centre 920004565 & AI Assistant
- Project code
- PRJ-2026-024
- Project sponsor
- Eng. Majed S. Al-RasheedEng. Majed S. Al-RasheedExecutive Director, Digital Transformation & ITP-011m.alrasheed@chamber.sa
- Project manager
- Eng. Omar H. BawazirEng. Omar H. BawazirDirector, IT InfrastructureP-024o.bawazir@chamber.sa
- Project owner
- Badr N. Al-HaqbaniBadr N. Al-HaqbaniDirector General, Membership & AttestationP-046b.alhaqbani@chamber.sa
- Portfolio & programme
- New Headquarters & Investment Assets PortfolioSmart Headquarters & Communication Channels Programme
- Type & methodology
- Digital · Stage-Gate
- Current phase
- 1Pre-start
2Background & rationale
Required at this stageA multichannel contact centre on the unified number and an Arabic AI assistant on the website, the app and WhatsApp answering members’ questions — part of the Year of AI 2026.
3Objectives
Required at this stage- 1A better member experience and service quality
- 2A better image of the chamber and stronger communication
Serves the strategic objectives:SO-2.2A better member experience and service qualitySO-1.3A better image of the chamber and stronger communication
4Scope
Required from InitiationIn scope
- A multichannel contact centre on the unified number and an Arabic AI assistant on the website, the app and WhatsApp answering members’ questions — part of the Year of AI 2026.
- Single sign-on through Nafath
- Integration with internal systems
Out of scope
- Operation and maintenance after the warranty period
- Work outside the approved site or system boundary
5High-level requirements
Required from Planning- 1Single sign-on through Nafath
- 2Integration with internal systems
- 3Accessibility and UX standards
6Deliverables
Required from Planning| 1 | Project management plan | 2027-02-01 |
| 2 | Main deliverable — stage 1 | 2028-01-09 |
| 3 | Main deliverable — final stage | 2028-09-20 |
| 4 | Final report | 2028-12-31 |
7Key milestones
Required from Planning- Charter approved2027-01-01
- Contract signed2027-04-29
- 50% of works complete2028-01-09
- Provisional acceptance2028-11-03
- Closure2028-12-31
8Budget
Required from Initiation- Main contract72.0%4M
- Supervision & consulting14.0%770K
- Internal team9.0%495K
- Contingency reserve (5%)5.0%275K
The owning sector’s approved budgetTotal5.5M
9Timeline
Required from Initiation10Key risks
Required from Initiation- No risks recorded yet.
11Constraints
Required from Planning- Stay within the approved budget
- Comply with the Government Tenders & Procurement Law
12Assumptions
Required from Planning- Named internal staff available throughout
- Approvals land within the workflow’s action time limits
13Stakeholders
Required from Initiation- Project sponsorDecisions and funding
- Project ownerAccepts deliverables, owns benefits
- Project Management Office (PMO)Governance and compliance
14Success criteria
Required from Initiation- 1Delivered within the approved budget
- 2On the approved date ±5%
- 3Target benefits within 12 months
15Governance structure
Required from Initiation- Change CommitteeApproves scope, cost and schedule changesWeekly
- PMO CommitteeMethodology compliance, data quality, stage gatesFortnightly
- Project management teamDay-to-day control, risks, impediments, the periodic update cardWeekly