[Job #] [Project Name]

Statement of Work
[Client]

Version: [version number]

Date: [Date]

Author: [Person]

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Contents
This document has 2 distinct parts. The first section outlines over-arching project information; the
second part defines the detail of each phase and will be extended through the course of the project
as each phase ends.

Contents Summary
Contents................................................................................................................................................2
Project Information...............................................................................................................................4
Project Summary...................................................................................................................................4
Project Process......................................................................................................................................5
Project Budget.......................................................................................................................................9
Project Milestones...............................................................................................................................10
Overall Project Governance.................................................................................................................11
Terms and conditions..........................................................................................................................12
Phase [n]: [Phase name].....................................................................................................................14
Phase description............................................................................................................................14
Deliverables.....................................................................................................................................14
Milestones Schedule........................................................................................................................14
Budget.............................................................................................................................................15
Billing Schedule................................................................................................................................15
Approval..........................................................................................................................................16
Appendix A: Deliverable Descriptions..................................................................................................17
[Deliverable Name]..........................................................................................................................17

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Project Information

Primary Client Contact:

Name:

Email:

Telephone:

Title:

Primary Agency Contact:

Name:

Email:

Telephone:

Title:

Project Summary
[Example information:

 Start Date
 Deadline
 Project Budget
 Business drivers
 Solution expectations
 Risks
 Assumptions
 Deadlines
 Delivery Approach, i.e. high level description of the staged delivery approach]

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Project Process
Project Delivery Approach
Although we work to an overall project timeline, scope and budget, requirements inevitably change
as a project develops due to the complex nature of digital production.

We break each project down into five key phases in order to minimise risk through clear
checkpoints, reviews and controls at the beginning and end of a Phase.

The 5 Phases are: Define, Craft, Develop, Deploy and Evaluate – below is a summary of each phase.

Phase 1: Define
Projects will begin with a Define phase to refine and clarify the brief. This is to develop an
understanding of what the project is and why the project is needed from a business perspective.
We’ll explore customer behavior and establish what needs to change in order to make the project a
success. Armed with that understanding, the problem, or brief is defined and sets the parameters of
the project.

A project begins with an internal huddle followed by a kick off meeting with the client. In these
meetings the brief, requirements, process and next steps are discussed with representatives from
agency departments and client stakeholders.

After understanding and framing the problem to be solved, the planning phase begins to architect a
high-level solution rooted in customer insight that looks to solve customer needs.

Planning looks through the lens of the customer to find insights which will make a compelling
proposition – what are ‘the things’ that will most positively impact customers to make them think,
act or feel differently.

The definition phase is important to deliver the best project possible. With everyone on the same
page as to why the project is needed, the objectives and everyone clear about costs, timelines, scope
of the project, governance and approval process, we’ll ensure the project kicks off on the right foot.

The define phase also ensure that business, technical and customer requirements are documented
to ensure there’s clarity on all required features for the project. The output of the phase is a clear
plan on what the project is, how it meets business and customer needs and how it’s going to be
delivered.

This phase can include:

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  Internal agency briefing or huddle
 Client kick off meeting
 Competitive analysis
 Trends analysis
 Creative brand exploration
 Technical assessments
 Site and content audits
 Client stakeholder interviews
 Brief definition – defining business needs
 Persona development
 Customer research and focus groups
 Customer pathways or user journeys
 Brief refinement – defining customer needs, and identifying the business solution
 Business requirements definition
 Feature set definition
 Performance measurement framework / ROI Modelling

Phase 2: Craft
The Craft phase takes the concepts, strategy and requirements defined in the Define phase and
translates them into a customer-centric solution. It defines how a customer interacts with a client’s
business.

Typically the Craft phase will begin with User Experience (UX) and Content Strategy where sitemaps,
wireframes and annotations are created in low fidelity to provide a high level Information
Architecture (IA) solution, matched against content. The UX will define the interactions and so will
focus on usability and ensuring that the design facilitates the most efficient and effective user
journey.

In tandem with UX development, Design develops a look and feel to align with a client’s brand and
when wireframes are approved, bring the wireframes to life with page design rollout.

The design phase considers not just the usability and aesthetics of a project but also considers the
content strategy – how the content is going to deliver on a customer’s needs. Content creation, the
development of copy, image and video assets also forms part of the design phase.

The phase can include:

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  Sitemap development
 Wireframe development
 Clickable prototype
 User testing
 Look & feel development
 Interface design
 Content creation
 Copywriting

Phase 3: Develop
The Develop phase takes the assets produced in the Craft phase – annotated wireframes, page
designs and content, and builds them into the final deliverable. During the build phase, the back-end
system and CMS is built out to create any functionality required and to accommodate the required
templates. The front-end build then begins, creating page templates and integrating with the back-
end.

The output of the build phase is a functioning site, built to the specifications refined in the Design
phase, which can then be populated with all data and content and sent to the Quality Assurance
department for testing, integration and deployment.

The phase can include:

 Back-end technical development

 Front-end interface development
 Data migration
 Content entry

Phase 4: Deploy
The Deploy phase begins with Quality Assurance (QA), the finalizing of test cases and running that
plan against the project. Issues are identified, tracked, fixed, and then tested again to ensure all
issues are resolved. Furthermore, once all the fixes have been verified, a full regression test is
conducted to ensure the fixes did not break anything else.

Once all defects have been closed or deferred and QA has signed off, the build is deployed to UAT
(User Acceptance Testing) or a staging server for client review and approval. After the client
approval, the build is then transferred to production. Once on production, QA will perform a smoke
test to ensure the deployment went as planned and the build works correctly.

The phase can include:

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  Development of fest cases
 Unit testing
 Non-functional testing (standards for security, performance, accessibility, redundancy)
 End-to-end quality assurance testing
 User acceptance testing
 Deployment
 Deployment (smoke) testing

Phase 4: Evaluate
Beyond release or go live, activities shift to evaluating and supporting the client. Evaluation is
conducted to get measurable results and optimize the output to ensure the build delivers the ROI
defined in the planning phase.

Support is often needed by the client to train internal teams and to make updates and
enhancements to the build. Additionally, in combination with data analytics and user testing, a build
will usually be constantly updated and upgraded to make use of lessons learned as well as emerging
technologies.

The phase can include:

 Managed monitoring and support services

 Updates and enhancements
 Training & organizational support
 Data analytics analysis
 Usability testing

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Project Budget
[Description of budget parameters of the project.

E.g.:

Money should not govern this quality of this project; the client wants to create the industry
benchmark...

Or

No more than $20,000 is available for the entire project. Including all stages...]

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Project Milestones
The below outlines the target completion dates for each the stages above and a short summary of
the activities in each.

Phase Description Completion Date

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Overall Project Governance
Below outlines the procedure by which the project will be governed.

[ Example information

 Working group – generic day to day working methods

 Steering group – generic methods for directing the project

 Escalation procedure

 Status reporting schedule & content

 Stakeholder management expectations (e.g. it is expected that the Key client contact
will manage their stakeholders without the need for further participation from
AGENCY)

 Standard review cycle expectations (e.g. We will provide for 3 rounds of review &
amends before sign-off, [please be very clear with this])

 Change Control]

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Terms and conditions
Master contract
Work undertaken in this project will be in line with the terms defined in the master contract.

Statement of Confidentiality
The information contained in this document is proprietary to AGENCY and is privileged and
confidential. AGENCY submits this document to the client with the understanding that it will be held
in the strictest of confidence of the client, its employees, associates, agents and assignees. This
document will not be disclosed, duplicated in any manner, or used, in whole or in part, for any
purpose other than the sole evaluation of AGENCY’s qualifications for the proposed project. Any
disclosure, duplication, or use, in whole or in part of this document, may only be obtained with the
prior written consent of AGENCY.

General assumptions
 The client and AGENCY will each establish a single point of contact for their respective
teams. All decisions including approvals and scope changes will be made through these two
individuals. The client point of contact will be its designated Project Acceptor.

 If a delay occurs in obtaining a sign-off due to delays caused by the client team and not due
to non-performance by AGENCY, there may be an increase in costs and/or extension to the
timeline, for which the client is responsible.

 The client’s final written acceptance is due within 3 days of each deliverable submission;
further delays may result in additional costs and delayed timescales. These terms are
applicable for AGENCY for this project though not stipulated in the overall agency contract. 
This will be built into the project plan.  The number of reviews may decrease to keep on
schedule but will be collectively determined between the Project Manager and Client
Acceptor.

 Two rounds of revisions for each deliverable have been included where appropriate and
possible as specified within the project plan. If the client exceeds the defined number of
revisions for a specific deliverable, the project scope will be exceeded and the project
timeline and budget may be affected.

 Any requested changes to the project scope, schedule or budget must be submitted to the
AGENCY Project Manager or Account Director. Other AGENCY team members are not
authorized to approve changes in project scope, schedule or budget.

 The costs included have been based on the information supplied by the client and the stated
deliverables. All outside expenses, including, but not limited to travel and lodging per day,
shipping, supplies and rental equipment are not included in the Fixed Price and will be billed
to the client in addition to the fixed price on a monthly basis in arrears.

 If the scope of the project changes from the specifications agreed or AGENCY is required to
provide additional services not described in the project plan (i.e. additional reviews), such
changes will be documented in a Change Request and may impact timing and costs. The
Change request will require sign-off by the Project Acceptor before work described therein
can commence. AGENCY will invoice the client for the total change request cost.

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 The project depends on the close involvement of the client’s internal teams to provide input,
and to review and approve deliverables in-progress, and to be available for presentations
and conference calls throughout the engagement. The client will also be responsible for
obtaining the necessary involvement of additional business stakeholders as appropriate and
collating their feedback.

 AGENCY Project Manager will provide a weekly status report to the Project Acceptor. High
priority issues and risks will be identified in these reports.

 All software, documentation and other materials comprised in the Deliverables which were
in existence prior to the date of this estimate, together with any device, programming,
documentation, media or other materials used as a programming tool by AGENCY in the
development of the Deliverables, proprietary to AGENCY and not designed primarily for use
or primarily used in conjunction with the Deliverables together with all intellectual property
rights in such “Pre-Existing Materials”, shall remain the property of AGENCY.

 AGENCY shall make the client aware of any software, documentation or other materials, the
intellectual property rights in which are owned by a Third Party (“Third Party Materials”)
together with the terms of use applicable to such Third Party Materials.

 The client will be responsible for providing AGENCY with pre-approved electronic files of all
logos, product images, written content, and subject matter experts as required. The client
will be responsible for ensuring that they have all necessary rights and licenses to such
assets.

 The client will be responsible for factual accuracy and legal approval of all content. Textual
content will be grammar/spell checked and approved by the client before being integrated
into any Deliverable.

 The client will be responsible for management and coordination with AGENCY and all
internal client Stakeholders for this project.

 This statement of work is limited to hours available within the total project estimate;
contingency only utilized with prior approval.

 Project scope is based on the described activities – deliverables are assumed to be a

representation of the recommended approach. Should the approach change, or additional
currently non-specified requirements be added, change requests may be issued.

 Content, imagery and links will be supplied by before AGENCY will begin work on the task

 This estimate is priced in US dollars.

 These costs have been prepared exclusive of tax

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Phase [n]: [Phase name]
Phase description
[Overview of stage including:

 Description of final deliverables (e.g. concept, strategic recommendations)

 Explicit scope exclusions

 Step by step description of delivery highlighting deliverables involved

 Key risks, issues, assumptions and dependencies]

Deliverables
Deliverable Dependencies Review Cycles Start Date Sign-off Date

Milestones Schedule
Please see [Project Plan File Name] for detailed project schedule:

Milestone Dependencies Date

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Budget
Please see [Project Plan File Name] for detailed project cost breakdown:

Deliverables/Resource Budget

Total

Billing Schedule
Please see [Project Plan File Name] for detailed project cost breakdown:

Invoice description Milestone Amount

Total

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Approval
This section is to verify acceptance of the work statement listed above and contained herewith in
any attached documents. It confirms a full understanding and agreement of both the delivery
approach, overall project governance procedure and the terms referenced in the master contract.

The signatories below are Company authorised personnel, and have assessed or consulted with the
appointed company agent to assess this Statement of Work.

For and on behalf of AGENCY For and on behalf of [Client Name]

Signature: Signature:

Name: Name:

Position: Position:

Date: Date:

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Appendix A: Deliverable Descriptions

[Deliverable Name]
Phase:

Purpose:

Description of Final Output:

Required Input:

Required For:

Examples:

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