ATTACHMENT I: SCOPE OF SERVICES SERVICE AREA TABLES. A. Program Management Service Area. Requirement

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1 ATTACHMENT I: SCOPE OF SERVICES SERVICE AREA TABLES A. Program Management Service Area A.1 Requirements Accenture acknowledges and accepts all Program Management requirements as outlined below. Requirement PM-001: Establish and maintain office space to house the Service Provider s MFMP team including a leadership team, Help Desk resources, Applications Management resources, Buyer Management resources, Vendor and Sourcing Management resources, Catalog Management resources, and Billing and Collection resources. Provide computers and other technology equipment for staff and necessary supplies. Provide space for up to 5 state resources for temporary use and conference rooms. PM-002: Ensure delivery of all program deliverables defined in each service area. PM-003: Produce and deliver service level reports showing actual performance against each service level expectations as defined in each service area. How Service Provider will Meet this Requirement The Accenture Program Management team will provide a fully operational facility to support the complete MFMP team with room to support additional on-site resources as project demands may require. The facility will include office and conference room space for DMS personnel. The address of the project office is currently located at 2002 Old St. Augustine Road, Suite E-45. This site is only 4.0 miles away from the Department of Management Services (DMS) at Southwood and 2.7 miles away from the Department of Financial Services (DFS) downtown. This close proximity facilitates easy collaboration with the Department and its agencies. Accenture reserves the right to relocate the facility within Tallahassee while continuing to provide requested services. The Program Management team will utilize a program tracking tool monitored by the Accenture Program Manager to ensure all deliverables are completed. Accenture will utilize a defined Deliverable Quality Assurance Process so deliverables are of top quality. Accenture and the Department can accommodate shifting operational priorities included in this Attachment in writing, providing there are no associated costs to the agreed upon changes. Requests to modify existing contract terms that result in changes to the contract price will require a formal contract amendment. The Program Management team will deliver a report each month that will include: An executive summary view of all SLE statuses with supporting details for SLE performance for the month and year to date. Supporting details for all system issues. All SLE performance result rounding is based on generally accepted mathematical rounding policies to the significant figure of the particular SLE calculation. For example, if the SLE requires 95%, the actual results are rounded to the nearest whole number OR if the SLE requires 99.9%, then Attachment I, Service Areas A-G, revised per Amendment II 1

2 Requirement How Service Provider will Meet this Requirement the actual results are rounded to the nearest tenths place. If you are rounding a number to a certain degree of significant digits, and if the number following that degree is less than five the last significant figure is not rounded up, if it is greater than 5 it is rounded up. Examples: A) rounded to three significant figures is 10.6 B) rounded to three significant figures is 10.5 PM-004: This requirement has been removed per Amendment I. PM-005: Produce spend analytics and system utilization reports as the Operational Metrics report to be delivered to the Department within 10 business days after the end of the month. PM-006: Assist in defining and creating additional analytic reports and dashboard items that will provide needed information for tracking to state goals. Reports and deliverables delivered to the Department shall be accurate. PM-007: Respond to requests to create additional analytic reports and analytic dashboard items. PM-008: Conduct an annual customer satisfaction survey of all agency users of MFMP, and report satisfaction findings. The draft survey should be presented to the Department for review and approval by August 15th of each year. The survey results shall be delivered to the Department for review within six weeks of the survey closing. PM-009: Create and maintain MFMP Program and operational performance presentations as This requirement has been removed per Amendment I. The Program Management team will deliver a monthly operational metrics report that includes the agreed upon metrics identified by the Department. It is assumed that data inputs not directly managed by the MFMP Program will be provided by the 5th business day of each month for inclusion. Accenture will deliver the Operational Metrics Report to the Department's designated recipient(s) by the 10th business day of each month electronically. The Program Management team will review additional analytic reports and business initiatives to drive strategic goals. The Program Management team is committed to providing the reports necessary for procurement to achieve its goals. Accenture will request that the State support prioritization of report requests when numerous requests are received during the same period. The Program Management team will administer, via a web-based tool, and summarize results from an annual customer survey, adjusting it as the Department's business needs evolve. Survey questions and answer possibilities will be reviewed and confirmed with DMS before issuance and by August 15 th. Accenture will compare the survey results to the previous year(s) and include an action plan for improving customer satisfaction in areas needing attention. Accenture will deliver the survey results within six weeks of the survey closing. The Program Management team will work with the Department to create and maintain program and Attachment I, Service Areas A-G, revised per Amendment II 2

3 Requirement needed to brief statewide stakeholders, including the Executive Office of the Governor, the Legislature, and other agency leadership. PM-010: Perform and deliver impact analysis as requested on how potential rule or statute changes, enterprise technology changes, standard enterprise process changes, or agency custom change requests may impact the MFMP Program and its cost and success. PM-011: Assist in the development and maintenance of a short-term and a long-term strategy for improving procurement in the State. The Department expects the Service Provider to bring significant market expertise to this requirement. This includes market research on procurement practices in private and public sectors and recommendations to the state. PM-012: Assist with establishing realistic annual and contract term goals for the eprocurement program, for both reducing operating costs and reducing the cost of goods and services. Service Provider is expected to collect data to track and report progress toward the goals on a monthly basis. PM-013: Perform oversight, including resource planning, risk management, change control, budget control, and quality assurance, for the following service areas: Application Management Buyer Management Vendor and Sourcing Management Help Desk Management Catalog Management Billing and Collections Management How Service Provider will Meet this Requirement operational performance presentations that highlight in simple terms the key features of the MFMP System, a summary of the MFMP operations, and, most important, progress against MFMP and State Procurement goals. Accenture will also work with the Department to develop specific presentations to support interaction with the various stakeholder groups as needed. The Program Management team will perform and deliver impact analyses for rule, statute, enterprise technology, enterprise process and agency custom process changes that are identified as relevant to the MFMP Program by DMS Accenture will use our extensive experience across numerous private and public sector clients, as well as our experience with the State's procurement program and its policies to conduct these analyses in a consistent manner. Accenture will work with the State to set short-term and long-term strategies and goals for the program and will review progress against those goals during leadership meetings such as a regularly occurring PMO meeting. The Program Management team will work with the Department to develop annual and contract term goals for the eprocurement program. We expect these goals to align to the overall strategic plan. Accenture will track progress against these goals and report it as part of the strategic and tactical plan updates. Discussions during the review meetings will help inform future updates to the Plan. The Program Management team will provide program oversight across all service areas. Accenture will include quality assurance measures across all the areas, enhancement reports for change and budget control, and risk management processes. Accenture will also continue our firm-wide practice of periodic quality assurance reviews by an Accenture senior executive not involved in the day to day delivery of the project. This provides another avenue for issue resolution and Accenture support as needed. Attachment I, Service Areas A-G, revised per Amendment II 3

4 Requirement PM-014: This requirement was removed during the execution of Amendment II. How Service Provider will Meet this Requirement This requirement was removed during the execution of Amendment II. PM-015: Upon request, provide the Department with any necessary data and documents to enable the Department to timely respond to public records requests and/or subpoenas. PM-016: Adhere to DMS Standards and Policies that DMS will provide upon Contract execution. PM-017: Establish an online collaboration site for sharing documents and other program information. PM-018: Provide a transition plan for the end of the life of the Contract. PM-019: Continue to support, run, and post program reports on the MFMP File Transfer Protocol (FTP) site. PM-020: Establish a program operations plan. The plan will be updated yearly by the Service Provider and reviewed with the Department. The plan should include but not be limited to: All processes to support program operations, Standard processes security controls, and Performance monitoring PM-021: The Service Provider shall be responsible for taking meeting minutes for meetings held with the Department and shall include a list and description of all discussions points, action items and deliverables, responsible party, and projected delivery dates. The Program Management team will leverage knowledge of existing data warehouses and the MFMP data repository to respond to public records requests in a timely manner. The Program Management team is familiar with, and will adhere to, DMS standards and policies The Program Management team will provide a Microsoft SharePoint collaboration site for both the DMS and Accenture teams to use for MFMP-related documentation. The Program Management team will provide transition plans as needed for each of the program service areas as they are transitioned back to the State, or to an alternate Service Provider. Accenture will align the methodology for transition included to the current overall MFMP Transition Plan that has already been reviewed and accepted by DMS. The Program Management team will continue to maintain posting services to the DMS-hosted FTP report site and post agency and enterprise reports as scheduled to that location. The Program Management team will continue to maintain an Operations Plan which comprehensively covers the processes performed, tools utilized, and resources involved across all program service areas. The Program Management team will develop meeting minutes for key MFMP meetings. In doing so Accenture will use a standard template, which will include participants, discussion points, actions items with associated due dates and responsible parties, and deliverables. Examples of key MFMP meetings will include: Customer Review Board (CRB) meetings Customer Round Table (CRT) meetings Attachment I, Service Areas A-G, revised per Amendment II 4

5 Requirement PM-022: The Service Provider will include a Quality Assurance Director PM-023: The Service Provider will include Procurement Advisors PM-024: State inclusion in the Accenture CPO Circle, during its existence PM-025: Service Provider will maintain rollon/roll-off checklist PM-026: Service Provider will implement Accenture Data Privacy Standards How Service Provider will Meet this Requirement DFS/MFMP monthly meetings External and Internal Stakeholder meetings, upon request Accenture will include a Quality Assurance Director and rigorous quality assurance program that includes Accenture oversight and customer support outside of the day-to-day project management team. Accenture will include Procurement Advisors from our Transformational Procurement group to bring to the State industry leading best practices in procurement. Accenture will invite the State of Florida to participate in the CPO Circle, an Accenture organized community that offers both public and private sector members access to a wealth of knowledge and expertise in sourcing and procurement. Participation in the CPO Circle facilitates knowledge sharing among procurement leaders in the public and private sector. Accenture will maintain and track a roll-on/roll-off checklist to confirm appropriate security access and controls for people working on the MFMP Project, supporting state audit inquiries. Accenture will have all employees with access to MFMP Program production data (Ariba, VIP, or MyFloridaBids) execute an NDA prior to being provided with system access. The updated NDA and Exhibit B will be provided to the DMS Program Manager consistent with established provisions within the NDA terms. Accenture will implement Accenture s Data Privacy Standards across project operations, including but not limited to, completing random security walkthroughs to confirm proper handling of Client Data. Attachment I, Service Areas A-G, revised per Amendment II 5

6 A.2 Deliverables Accenture will provide Program Management Deliverables as outlined below. Deliverable Due Date Description (with cross-reference to Requirements as applicable) DEL-PM-1: Transition Plan into the Next Contract DEL-PM-2: Documentation of MFMP Organization DEL-PM-3: Staff Review Report DEL-PM-4: Service Expectation Performance Report DEL-PM-5: Scorecard DEL-PM-6: Annual Customer Satisfaction Survey DEL-PM-7: Annual Customer Satisfaction Survey Results DEL-PM-8: MFMP Program and Operational Performance DEL-PM-9: Impact Analysis DEL-PM-10: Meeting Agenda DEL-PM-11: Meeting Minutes 5 days after the Contract execution date 30 days after the Contract execution date and updated annually with the Operational Plan Quarterly by the 10 th of the month following the quarter By the 10 th business day of each month for prior month s performance Documentation describing the approach to transition into the new contract. --- Since Accenture is the current MFMP service provider a full Transition Plan is not necessary; however, a plan will be created that defines timelines for new processes and SLE measurements to be activated in accordance with the new Contract, not to exceed 90 days past the final signing of the Contract. Documentation including the MFMP Project organization chart, staffing plan, and other relevant organization. Document providing a list of personnel on staff with physical and system access and a Word document cover letter which summarizes new and departing employees since previous quarter and includes Spanish speaking resources supporting the CSD (facilitating management of requirement HD-021). Report that will document actual performance in each service area, against each contracted service level expectation. --- PM-003 N/A Deliverable removed per Amendment I. Completed annually in the fall (September- October) Within 6 weeks after the close of the survey As requested As requested 10 business days prior to the scheduled meeting N/A The survey used to measure customer satisfaction in use of systems. Survey measuring customer satisfaction with the centralized purchasing function. --- PM-008 Report summarizing the results of the annual customer satisfaction survey. --- PM-008 Presentation as requested and as described in Program Management Requirement PM PM-009 Analysis as requested and as described in Program Management Requirement PM PM-010 Agendas for quarterly review meetings. --- PM-011 Removing as a deliverable per Amendment I. Meeting minutes remain a requirement of PM-021. Attachment I, Service Areas A-G, revised per Amendment II 6

7 Deliverable Due Date Description (with cross-reference to Requirements as applicable) DEL-PM-12: Service Area Transition Plans 45 days from a DMS notice of intent to transition A document describing the approach to transition service areas during the Contract term (e.g., help desk).--- PM-018 DEL-PM-13: End of Contract Transition Plan DEL-PM-14: Operations Plan DEL-PM-15: Operational Metrics Report DEL-PM-16: Status Reports DEL-PM-17: Strategic and Tactical Plan 9 months after Contract execution date and delivery of a more detailed plan one year prior to contract end date Annually by January 15 th By the 10 th business day of each month for prior month s performance By 11:59 pm on the first Monday of every month for the prior month s activities May 30 th annually and updated by the end of each state fiscal quarter A document describing the approach for transitioning to a new service provider at the end of the contract. --- PM-018 A document describing the plan for operations, including security and performance controls and standards, and a list of software used to support the applications. --- PM-020 A report providing the monthly system utilization information. --- PM-005 A monthly report providing information regarding the program status and program accomplishments. * The Department reserves the right to re-evaluate and adjust delivery of DEL-PM-16 Status Reports to the original contract due date (weekly on Monday by 11:59 pm) by providing the Service Provider with a 30- day written notice to accommodate for the adjustment. Quarterly updated strategic and tactical plan, including a two year outlook addressing projected initiatives and costs for budget and planning purposes. --- PM-012 Attachment I, Service Areas A-G, revised per Amendment II 7

8 A.3 Service Level Expectations Accenture acknowledges and accepts all Program Management service level expectations as outlined below. Service Level SLE-001: Delivery of service expectation performanc e reports (for all service functions) timely. Expectation Duration Amount at Risk <= 10 business days after end of a service level period Monthly service $500 per day for each calendar day past the due date that a report is not received Calculation/Measurement Details The completed SLE report for a given month must be ed to the Department MFMP Project Director by midnight on the 10 th business day of the month following. This metric will be validated based on the timestamp of the from the sending mailbox, which should be prior to midnight of the 10 th business day of the month after the end of the service level period. SLE-002: Tier 2 Ticket Resolution for all service areas 100% of tickets escalated for Tier 2 support will be resolved or escalated to Tier 3 or DMS within three business days Monthly service $2,500 per percentage point, or fraction thereof, less than 100% 100% of tickets escalated to Tier 2 will be resolved, escalated to DMS or escalated to Tier 3 within three business days. Program Management will use daily reports to track the status of tickets and verify that they are properly resolved, routed, or confirmed as a system defect within the specified timeframe. Tickets requiring more information from the customer will be placed in an 'Awaiting Customer Response' status, which will suspend the business day measurement until enough information is received to resolve the ticket. At that point measurement of the SLE will begin again. Logging and categorization of system issues will be completed in accordance with SLE-017 by our Tier 3 support. Measurement Calculation: A = all help desk tickets escalated from Tier 1 to Tier 2, and resolved by Tier 2 or escalated to Tier 3 or DMS between the first business day and the last business day of the measurement month B = all help desk tickets escalated from Tier 1 to Tier 2, and resolved by Tier 2 within 3 business days of escalation with resolution occurring between the first business day and the last business day of the measurement month Attachment I, Service Areas A-G, revised per Amendment II 8

9 Service Level Expectation Duration Amount at Risk Calculation/Measurement Details C = all help desk tickets escalated from Tier 1 to Tier 2, and subsequently escalated to Tier 3 or DMS within 3 business days of escalation with Tier 3/DMS escalation occurring between the first business day and the last business day of the measurement month SLE-002 % = (B + C) / A x 100 For the sake of calculating business day turnaround, each ticket logged during a business day will be considered as having been received by the end of that business day. As such, the required timeframe for closure or Tier 3/DMS escalation is by 6pm EST on the third following business day. The Pivotal tickets for this metric will leverage the Service Level field values of "Category 1 - Critical Issue", Category 2 - High Issue", "Category 3 - Medium Issue", "Category 4 - Low Issue" or Category 6 General Inquiry which is the initial classification assigned for every customer inquiry. Excluded from the metric are tickets with the following Topic values: Failed PO, Vendor Edit Report, or Awaiting Customer Response. Also excluded from the metric are tickets where the CR Number or SIR Number field is populated. The following process will be implemented to address tickets in a status (Topic value) of Awaiting Customer Response : 1) For any open ticket in the Awaiting Customer Response status, the help desk will attempt to contact the user once a week for two consecutive weeks. The Pivotal ticket will be updated with the dates / outcomes of each of the follow up contacts. 2) After two weeks of being in the Awaiting Customer Response status without receiving the necessary customer response, the ticket will be updated and closed, concluding with an to the customer. 3) Should the customer call back with the requested information after two weeks, a new ticket will be opened if Attachment I, Service Areas A-G, revised per Amendment II 9

10 Service Level Expectation Duration Amount at Risk Calculation/Measurement Details appropriate and the old ticket will be referenced in comments. The following process will be implemented to populate the Issue Open Date/Time field: 1) When generating a Pivotal ticket as a result of a phone call received by the help desk, the Issue Open Date/Time field will be populated with the date and time that the phone call was answered. 2) When generating a Pivotal ticket as a result of a voice message received by the help desk, the Issue Open Date/Time field will be populated with the date and time that the voice message was received as recorded within the call management tool. 3) When generating a Pivotal ticket as a result of an received by the help desk, the Issue Open Date/Time field will be populated with the date and time the was sent by the customer. The date/time value will be taken from the timestamp displayed on the customer's original . For those s sent from a time zone outside of Eastern Standard Time, the date/time will be adjusted to reflect the Eastern Standard Time (e.g., if the date/time shows 10:13 am CST, the Issue Open Date/Time field will be populated with 11:13 am EST). For any cases where the time reflected on the is not feasible (e.g., the date is in the future due to a configuration issue on the sender's computer), the Issue Open Date/Time will be populated with the date/time the was received by the agent. Attachment I, Service Areas A-G, revised per Amendment II 10

11 B Application Management Service Area B.1 Requirements Accenture acknowledges and accepts all Application Management requirements as outlined below. Requirement Apps-001: Provide support and maintenance for the Ariba Suite (Buyer, Analysis, and Sourcing) and its customizations, interfaces, batch jobs, and reports, ensuring adequate performance and accurate processing. Includes applying application patches (for security and bug fixes) in a timely manner and implementing enhancements to the current version as they become available. (The Ariba application went through a major upgrade to Buyer 9r1 in the third quarter of 2011, along with hardware upgrades. A major upgrade is not planned in the new Contract.) Apps-002: Provide support and maintenance for the VIP applications. Support of this application may be removed from this contract after the first year and moved to internal State resources. How Service Provider will Meet this Requirement The Application Management team will provide functional testing and performance tuning needed to support the customized Ariba applications and related batch jobs and reports. Accenture will evaluate Ariba application patches and coordinate and schedule any planned implementations with DMS. (Accenture will be held accountable to the extent that it has control and ownership of technical components and services which applies to AST-SSRC, any other third party vendors with whom the State may contract during the term of the contract, and software components which are either no longer supported or are on sustaining support due to pending enterprise upgrades.) Accenture will use our ADM methodology and PMI principles to guide our team in support and maintenance activities The Application Management team designed and developed the Java SpringSource-based Vendor Information Portal (VIP) application. The VIP includes the Billing and Collections, Vendor Registration, and Vendor Performance Tracking applications. It also contains the Spring-batch components to manage many of the complex file-based batch interfaces used by the MFMP System. As the creator of this application, our team will leverage its knowledge of VIP to provide quality ongoing support and knowledge transfer to the State, if requested. The Application Management team will provide functional testing and performance /tuning needed to support the custom VIP applications and related batch jobs and reports. Accenture will use our ADM methodology and PMI principles to guide the team in its support and maintenance activities. Apps-003: The Service Provider will maintain a development environment at their physical site, to include the necessary software tools and hardware, to support, maintain, and enhance the Ariba suite, the VIP applications, and any other systems used in the operations of the MFMP Program, the monitoring of system health and availability, and the monitoring of system transactions to verify successful completion of these transactions. The Application Management team will maintain individual virtual environments for each developer. Accenture will use industry standard application development tools such as, but not limited to, Eclipse Java IDE, TOAD, Araxis, Perforce, and Artifactory. Accenture will handle application code and repository versioning tools, such as Perforce. Code versioning will help the team maintain an audit trail detailing developer-specific updates for application code which creates a tight quality control within the development environment. Attachment I, Service Areas A-G, revised per Amendment II 11

12 Requirement Apps-004: Monitor performance of all applications to ensure a positive user experience by all users of the MFMP applications. Apps-005: Monitor all production batch jobs and system processes, ensuring successful completion and accurate processing. How Service Provider will Meet this Requirement Accenture will use the development and system testing environments to support application management activities. This will enable coding changes to be implemented in a controlled environment where they are carefully tested for confirmation of intended functionality and we validate that the changes do not negatively impact online response time or existing functionality. Accenture will use custom FLAIR integration monitoring. Accenture will use a monitoring tool, such as HPE Application Performance Management (APM), to monitor system performance from a user experience within the specified MFMP Systems to measure how long it takes for a screen to return after a user clicks a button. Accenture will use monitoring tools, such as SiteScope and HP APM, to provide alerts of potential outages of the MFMP applications. These alerts will be sent automatically to our 24-hour on call resources. Accenture will use processes and tools tailored to monitor the MFMP System. The Application Management team will use a monitoring tool, such as HPE Application Performance Management (APM), to monitor system performance and availability from a user experience within each MFMP System. Using industry standard tools, Accenture has developed specifically for MFMP an extendible batch framework to monitor production batch jobs. The tools used include a custom MFMP-specific master batch shell-based program that provides daily status of the batch jobs that run each night. Accenture will use a proven, custom Java SpringSource batch management program to organize, monitor, and if needed recover failed batch jobs. Accenture will review the Daily Master Batch results each morning. Those results summarized will include: Manually verified status of all MFMP production applications Punch-out verification Training environments verification Confirmation that the iway integration component used to send and receive messages with FLAIR is fully operational Summary of major data loads and their processing times (Analysis load, OSD load, FLAIR Chart of Accounting load, VIP vendor load to Buyer) System defects (identified as SIRs) that are being monitored for additional research or for production workaround Attachment I, Service Areas A-G, revised per Amendment II 12

13 Requirement Apps-006: Monitor all production report generation, ensuring successful completion and accurate report results. Apps-007: Monitor the FLAIR interface and related system logs to ensure successful transactions and accurate information, working closely with DFS on any and all issues. Apps-008: Maintain up-to-date, adequate system documentation, documenting applications specifics, architecture information, and configuration. Apps-009: Maintain a positive relationship with the AST-SSRC and work collaboratively with How Service Provider will Meet this Requirement Accenture will coordinate batch recovery as necessary. The Application Management team will use a custom reporting solution to generate agency requested ad-hoc reports. Accenture will configure the automated monitoring to: Alert the Application Management team of report creation issues. Verify that reports are created and posted. For any report issues our application management team will work to correct and post as soon as possible. Accenture will use multiple tools and processes, such as SiteScope and custom iway integration monitoring scripts, to monitor the health of the MFMP-FLAIR real-time interface. Accenture will perform production support activities daily to monitor failed transactions. Accenture will also oversee an automated queued transaction recovery task that will run at regular intervals during business hours to coincide with FLAIR uptime. When a FLAIR issue occurs, we will work together effectively with DFS to resolve any issues between the two systems quickly and with minimal impact to the users. The Application Management team will maintain necessary application and technical documentation related to the MFMP Systems. Accenture will manage the documentation carefully for version control. The documentation is available for troubleshooting and for guiding consistent maintenance and monitoring of applications. The documentation will be available to MFMP team members and to DMS leadership. It will be stored on the project SharePoint for easy accessibility and is available to the DMS team upon request. The documentation includes: Operation plans Configuration management plans Disaster recovery plans Code migration processes Batch schedule iway component configuration Interface and integration manuals Technology Plan Existing design documents Code repository processes The Accenture team relocated the MFMP infrastructure to the AST-SSRC location in 2007 and is familiar with AST- SSRC processes and people. Attachment I, Service Areas A-G, revised per Amendment II 13

14 Requirement the AST-SSRC to ensure proper performance and availability of all MFMP Program systems. Apps-010: Maintain a Disaster Recovery plan, in coordination with AST-SSRC, that outlines steps to fail over production processing for Ariba Buyer to the DR site, and steps to recover from a disaster and move processing successfully back to the AST-SSRC. DMS requires a Recovery Time Objective (RTO) of 24 hours, and a Recovery Point Objective (RPO) of one hour. The disaster recovery plan should reflect these objectives. The service provider is expected to support the disaster recovery plan with application management and support service. Apps-011: Evaluate the Disaster recovery plan and make recommendations to include the VIP. Apps-012: Test the Disaster Recovery plan once per year, and deliver the results to the DMS Chief Information Officer. Apps-013: Provide maintenance and support for all applications used internally (within the MFMP Program) to automate and support MFMP operations, which might include IVR system, help desk software, ticket tracking system, system monitoring applications, training development applications, bug tracking applications, etc. How Service Provider will Meet this Requirement Accenture will maintain a positive and collaborative working relationship with the AST-SSRC. To facilitate the most effective working relationship, the MFMP Application Management team will meet with AST- SSRC representatives regularly. Accenture will also be proactive in discussing significant upcoming infrastructure and application changes that require AST-SSRC participation or may impact their ability to fulfill their responsibilities as it relates to MFMP support. Accenture will also be responsive in cooperating with AST-SSRC personnel regarding upcoming changes to AST-SSRC infrastructure that may impact the MFMP environment. Accenture has worked with the AST-SSRC and DMS to align our responsibilities, as defined in the Responsibilities Matrix in section 2.3 below. The Application Management team will follow an MFMP disaster recovery (DR) plan. Accenture will test the MFMP disaster recovery site annually in collaboration with AST-SSRC and update the plan as necessary. Accenture will perform an evaluation of the current DR infrastructure and licensing to establish an estimate and a plan for implementing DR for VIP. Accenture will test the MFMP disaster recovery site annually in collaboration with AST-SSRC. Accenture will deliver and review the results of the test with the DMS Chief Information Officer and other DMS project management team members. Our team will perform regular maintenance activities on the applications needed to support internal operations of the MFMP Program. Major internal applications include: help desk tools, MFMP active directory, ticket tracking, code repository, development IDE tools, performance monitoring tools, system monitoring tools, MFMP IVR and call routing, MFMP development tools, MFMP development/test environment, and MFMP project site domain/tools backup management. Accenture will use services from the State for project based accounts for communications with customers of Attachment I, Service Areas A-G, revised per Amendment II 14

15 Requirement Apps-014: Perform Tier 3 support for help desk and trouble tickets involving data issues or application processing. How Service Provider will Meet this Requirement the system. This will require that the State provide a total of approximately 25 accounts for the MFMP team members and listserv capabilities. The Application Management team will work collaboratively with the Help Desk team on ticket escalations. Accenture will escalate tickets not resolved at the Tier 2 level to Tier 3, and resolve tickets at the Tier 3 level in accordance to the SLE defined timeframe. Apps-015: Assist with research and problem resolution to finance and accounting discrepancies between Ariba information and the state s FLAIR system. Apps-016: Assist with catalog additions, changes, and deletions as necessary. Apps-017: Assist with incorporating any documents or data into the Ariba and VIP applications that may require developer or technical assistance. Apps-018: Load data feeds from external sources like FLAIR into the Analysis module for reporting and analytics Accenture will monitor and evaluate the reconciliation of FLAIR transactions with the MFMP Buyer applications. Accenture will provide the Department of Financial Services (DFS) a file with MFMP payment information from the previous month by the 20 th of each month. MFMP will receive reconciliation files from DFS by the 25 th of each month. Our team will then analyze the reconciliation data. Accenture will conduct monthly meetings with the DMS team to review the number of process transactions and error rate (those transactions that were not reconciled). Accenture will record system issues and distribute the information for research. Accenture will work with the DMS team to notify agencies of un-reconciled transactions that are not a result of system issues (such as mismatches on disbursement transactions that were marked as paid directly in FLAIR). Accenture will deliver high quality and timely catalog additions, updates, and deletions. The Application Management team will support the Department's needs to implement changes (several examples include modifications related to units of measure, methods of procurement, commodity codes, news feeds, terms of use and business rules) utilizing standardized processes. Accenture will assist the Department in evaluating system impacts as a result of Florida statute or rule changes. For changes requiring customization to the Ariba or VIP applications, Accenture will provide estimated level of effort, and changes may be implemented at the Department s discretion using Service Hours. The Application Management team will monitor, manage, and support the loading of data into the Ariba application including, but not limited to, the two existing FLAIR data loads: Weekly encumbrance information Monthly payment information Attachment I, Service Areas A-G, revised per Amendment II 15

16 Requirement Apps-019: Ensure fulfillment of production and ad-hoc report requests. Apps-020: Respond to minor customization requests for VIP and Ariba due to rule changes, statute changes, FLAIR changes, or enterprise processing changes. Apps-021: Directly interface and work closely with any other vendor contracted to interface with or make changes directly to the Ariba suite or VIP application. DMS reserves the right to contract with a different vendor for more substantial system changes that require additional costs, if it is in the best interest of the state. Apps-022: Comply with Florida Information Technology Resource Security Policies and Standards (Chapter 71A-1, Florida Administrative Code.) Apps-023: Comply with s. 508 of the Rehabilitation Act of 1973, as amended and 29 U.S.C. s. 794(d), including the regulations set forth under 36 C.F.R. part Section (1), F.S., states that state government shall, when developing, competitively procuring, maintaining, or using electronic information or information technology acquired on or after July 1, 2006, ensure that State employees with disabilities have access to and are provided with information and data comparable to the access and use by State employees who are not individuals with disabilities. Apps-024: Establish a system fix/change review process with the Department for How Service Provider will Meet this Requirement For any new external sources of data to be loaded into the Analysis module, Accenture will provide estimated level of effort, and changes may be implemented at the Department s discretion using Service Hours. The Application Management team will support agency adhoc monthly report requests in accordance to the related service level expectation (SLE). Accenture will use the Department's FTP reporting website and Analysis reports to meet agencies reporting needs. The Application Management team will work with the Department's project team to estimate, design, develop, test, and implement customizations. Any such customization requests requiring less than 40 hours to implement will be done as a standard part of Application Management services. For any change requiring 40 or more hours to implement, Accenture will provide the estimated level of effort, and changes may be implemented at the Department s discretion using Service Hours. The Application Management team will collaborate with vendors contracted by the Department for enhancing the MFMP Program. Accenture will work closely and collaboratively with Ariba, the AST-SSRC and DMS IT, in addition to the vendor(s). The Application Management team will operate and maintain the MFMP suite of applications in accordance to the Florida Information Technology Resource Security Polices and Standards (Chapter 71A-1, FL Administrative Code). The Application Management team will work with agencies and customers that require special assistance in accessing the Ariba or VIP applications. Accenture will work with agencies in a manner consistent with what we have done in the past. For example, for the Florida School of Deaf and Blind Services agency customers, we provided one-on-one support and coaching. The Application Management team will conduct regularly scheduled bi-weekly meetings of the SIR Review Board Attachment I, Service Areas A-G, revised per Amendment II 16

17 Requirement reviewing and prioritizing system development efforts. Apps-025: Prepare design documentation and estimates for change requests submitted by the Department. The Service Provider will be responsible for tracking all change requests. Apps-026: A root cause analysis report shall be provided to the Department within three business days of any system outage. Apps-027: The contract SLEs will apply to the performance of Buyer running under an activated disaster recovery, and will require similar application monitoring. The Service Provider will be held to the SLEs within their responsibility. Apps-028: The Service Provider initiates the MFMP Payment reconciliation process with DFS. By the 20 th of each month the Service Provider will send DFS a payment record file containing the prior month s transactions. DFS will provide an updated file within 5 business days. The Service Provider shall reconcile the payments as indicated in SLE-022 by the 15 th of the month following the receipt of the file. Apps-029: Service Provider will maintain test documentation How Service Provider will Meet this Requirement (SRB) to review all open system investigation requests (SIRs). The SRB consists of Department MFMP Program members and Accenture project team members. During the review meetings Accenture will work together to categorize and prioritize new SIRs, and confirm closure of implemented SIRs. Accenture will schedule upcoming system changes, including SIRs, change requests, infrastructure maintenance and system patches. The Application Management team will provide estimates and design documentation for change requests approved by the Department. Accenture will review those change request documents with Department's MFMP project leadership as well as agency representatives assigned to the change review board (CRB). The Application Management team will develop root cause analysis (RCA) documents within three business days of any MFMP System outage that is not the result of an AST-SSRC service outage. The AST-SSRC develops and distributes independent RCA documentation to the subscribing State customers. The RCA will include a timeline of events, description of problem, lessons learned, and corrective actions applied to mitigate future outages. The RCA will also include any 3rd party support ticket information (MyFloridaNet, Oracle, Ariba, Cisco, F5, IBI, DFS FLAIR support, etc.) that is relevant to the MFMP System outage. In the development of the Disaster Recovery Plan, consideration will be taken to enable the application SLEs to be met in a failover scenario to the disaster recovery site. Accenture will prepare the payment reconciliation file monthly to include payments in MFMP from the prior month. This file will be provided to DFS who will then return the file updated with payment reconciliation information from FLAIR. Accenture will then complete reconciliation as needed with the files and summarize the results by the 15 th of the following month. Results will be reviewed with DMS in a monthly meeting per SLE-022. Accenture will maintain comprehensive testing documentation, including detailed procedures and testing scripts, which are updated on a regular basis for system enhancements and when new issues are identified Attachment I, Service Areas A-G, revised per Amendment II 17

18 Requirement Apps-030: Service Provider will support test efforts with STC vendors Apps-031: Service Provider will refresh Buyer training Apps-032: Service Provider will collaborate with DFS Apps-033: Service Provider will collaborate with State Purchasing on communications Apps-034: Service Provider will support troubleshooting of performance issues Apps-035: Service Provider will proactively monitor system health Apps-036: Service Provider will leverage QA practices in code management How Service Provider will Meet this Requirement Accenture will coordinate with State Term Contract vendors to support testing and implementation of electronic interfaces through the Ariba Network, including punch-out catalogs, purchase order issuance, and electronic invoice processing Accenture will periodically refresh the Buyer training database with production-like data to make the training exercises for agency users more realistic and useful Accenture will support and collaborate with DIS team within DFS to support MFMP interface testing with their infrastructure and code changes, such as supporting their software upgrades (CICS Natural, etc.) and FLAIR disaster recovery testing Accenture will support Department communications by coordinating the inclusion of State Purchasing messaging within the MFMP applications Accenture will deploy scripts such as HP APM agents, as needed, to agency locations to help troubleshoot anomalies in online response time in a particular building Accenture will install and configure tools to monitor specific components of application performance, providing the Application Management team with additional troubleshooting support. Accenture will incorporate extensive quality assurance practices in system development and configuration management, including complete system quality checks after every code release which prevents interruptions to business processing Attachment I, Service Areas A-G, revised per Amendment II 18

19 B.2 Deliverables Accenture will provide Application Management Deliverables as outlined below. Deliverable Due Date Description (with cross-reference to Requirements as applicable) DEL-Apps-1: Technology Plan DEL-Apps-2: Updated System Notes DEL-Apps-3: Disaster Recovery Plan DEL-Apps-4: Disaster Recover Test DEL-Apps-5: Ad-hoc Reports DEL-Apps-6: Audit Responses DEL-Apps-7: Change Request and Bug Fix Tracking DEL-Apps-8: After Action and Root Cause Analysis Within 30 days of Contract start One day after the change or modification Within 90 days of Contract start Annually within 30 days of the Contract anniversary date As needed within 20 business days of request As needed within 24 hours of request Every other week or as requested by the Department 3 Business Days after incident is resolved Document providing a detailed plan of the technology used. This will include architecture diagrams (both physical and logical) of the MFMP production applications, a listing of all software leveraged across production applications along with each product s function, and a listing of all tools used to monitor and manage the production application along with each product s function. This document will be evaluated and updated as needed on a quarterly basis. --- Apps-008 Documentation of changes or modifications to systems and configurations. --- Apps-008 Plan for disaster recovery of software and data. The DR Plan must also include the ability to restore service to the primary data center, with upto-date transaction data, in agreed upon timeframe from the date the data center is declared operational. --- Apps-010 Document providing the results of the annual test of the disaster recovery plan. --- Apps-012 Reports requested on an as needed basis, approved by the Department. --- Apps-019 Document providing responses to questions from the Inspector General, the Attorney General, and security audits from the Agency for Enterprise Information Technology. A mechanism used to monitor and prioritize change requests and issues to be fixed (SIR fix). --- Apps-024 A report explaining incidents that impact system availability. --- Apps- 027 Attachment I, Service Areas A-G, revised per Amendment II 19