Planning and Statistics Authority
Project charter
Unified Government Contact Centre & AI Assistant
DRAFTV0
1Project identity
Required at this stage- Project name
- Unified Government Contact Centre & AI Assistant
- Project code
- PRJ-2026-024
- Project sponsor
- Eng. Khaled Al-KayyaliEng. Khaled Al-KayyaliDeputy President, Digital TransformationP-011khaled.alkayyali@psa.gov.sy
- Project manager
- Eng. George HaddadEng. George HaddadDirector, Data Centres & Government NetworkP-024george.haddad@psa.gov.sy
- Project owner
- Ibrahim Al-SaeedIbrahim Al-SaeedDirector General, Government Services in the GovernoratesP-046ibrahim.alsaeed@psa.gov.sy
- Portfolio & programme
- Reconstruction & Infrastructure PortfolioNational Connectivity & Support Services Programme
- Type & methodology
- Digital · Stage-Gate
- Current phase
- 1Pre-start
2Background & rationale
Required at this stageOne number and contact centre for government services, with an Arabic AI assistant that answers questions, tracks requests and hands complex cases to the right officer.
3Objectives
Required at this stage- 1Comparable public-service quality in every governorate
- 2Integrated digital government services for citizens
Serves the strategic objectives:SO-6.1Comparable public-service quality in every governorateSO-5.1Integrated digital government services for citizens
4Scope
Required from InitiationIn scope
- One number and contact centre for government services, with an Arabic AI assistant that answers questions, tracks requests and hands complex cases to the right officer.
- Identity checks against the civil registry
- 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- 1Identity checks against the civil registry
- 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%SYP2B
- Supervision & consulting14.0%SYP385M
- Internal team9.0%SYP247.5M
- Contingency reserve (5%)5.0%SYP137.5M
The delivering body’s investment-plan allocationsTotalSYP2.8B
9Timeline
Required from Initiation10Key risks
Required from Initiation- No risks recorded yet.
11Constraints
Required from Planning- Stay within the approved budget
- Comply with the unified contracts law (Law 51 of 2004)
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
- National 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
- Project Approval CommitteeMethodology compliance, data quality, stage gatesFortnightly
- Project management teamDay-to-day control, risks, impediments, the periodic update cardWeekly