Information Technology (IT) Customer Service Help Desk and ...

Statement of Work (SOW) for

Information Technology (IT) Customer Service Help Desk and Deskside Support Services (DIR Contract Category - Managed Services -

Computer)

SOW No. HHS0007364

Date of Release: May 20, 2020 Responses Due: June 5, 2020

SOW No. HHS0007364

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Table of Contents

Article I. Executive summary, definitions and Acroynms, and authority ............................... 5 1.1 Executive Summary ......................................................................................................... 5 1.2 Definitions and Acronyms ............................................................................................... 5 1.3 Authority .......................................................................................................................... 6

Article II. SPECIFICATIONS..................................................................................................... 7 2.1 Description of Services .................................................................................................... 7 2.1.1 IT Customer Service Help Desk (ITCSHD) Personnel ............................................ 8 2.1.2 Desk-Side Support (DSS) Personnel ........................................................................ 8 2.1.3 Key Personnel ........................................................................................................... 9 2.1.4 Process for Onboarding Key Personnel .................................................................. 12 2.1.5 Process for Departing Key Personnel ..................................................................... 13 2.1.6 Flexibility................................................................................................................ 13 2.1.7 Principal Period of Performance ............................................................................. 13 2.1.8 TRANSITION PLAN ................................................................................................... 13 2.1.9 Service Level Requirements, Associated Remedies and Reports........................... 14 2.1.10 Invoicing Requirements .......................................................................................... 16 2.2 Contract Award, Term and Amount............................................................................... 17 2.2.1 Contract Award and Execution ............................................................................... 17 2.2.2 Contract Term ......................................................................................................... 17 2.3 Data Use Agreement ...................................................................................................... 17 2.4 No Guarantee of Volume, Usage or Compensation ....................................................... 17

Article III. Administrative Information ................................................................................... 18 3.1 Anticipated Schedule of Events .................................................................................... 18 3.2 Changes, Amendment or Modification to Solicitation................................................... 18 3.3 Irregularities ................................................................................................................... 18 3.4 Informalities ................................................................................................................... 18 3.5 Inquiries.......................................................................................................................... 19 3.5.1 Point of Contact ...................................................................................................... 19 3.5.2 Prohibited Communication ..................................................................................... 19 3.5.3 Exception ................................................................................................................ 19 3.5.4 Questions................................................................................................................. 19 3.5.5 Clarification ............................................................................................................ 20 3.5.6 Responses................................................................................................................ 20

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3.6 Solicitation Response Composition ............................................................................... 20 3.6.1 Submission in Separate Parts .................................................................................. 20 3.6.2 Page Limit and Supporting Documentation............................................................ 21 3.6.3 Discrepancies .......................................................................................................... 21 3.6.4 Exceptions............................................................................................................... 21 3.6.5 Assumptions............................................................................................................ 22

3.7 Solicitation Response Submission and Delivery............................................................ 22 3.7.1 Deadline .................................................................................................................. 22 3.7.2 Labeling .................................................................................................................. 22 3.7.3 Delivery................................................................................................................... 22 3.7.4 Alterations, Modifications, and Withdrawals ......................................................... 23

Article IV. Solicitation response evaluation and award Process ............................................ 23 4.1 Evaluation Criteria ........................................................................................................ 23 4.1.1 Conformance with State Law.................................................................................. 23 4.1.2 Minimum Qualifications ......................................................................................... 23 4.1.3 Key Vendor Staffing Profile ................................................................................... 23 4.1.4 Specific Criteria ...................................................................................................... 23 4.2 Other Information........................................................................................................... 24 4.3 Initial Compliance Screening ......................................................................................... 24 4.4 Competitive Range and Best and Final Offer ................................................................ 24 4.5 Oral Presentations and Site Visits .................................................................................. 24 4.6 Questions or Requests for Clarification By HHSC........................................................ 24

Article V. Narrative Proposal .................................................................................................... 25 5.1 Narrative Proposal.......................................................................................................... 25 5.1.1 Executive Summary ................................................................................................ 25 5.1.2 Work Plan ............................................................................................................... 25 5.1.3 Service Level Requirements - ITCSHD ................................................................. 25 5.1.4 Service Level Requirements - DSS......................................................................... 25 5.1.5 Statewide Coverage ................................................................................................ 26 5.1.6 Value-Added Benefits............................................................................................. 26 5.1.7 Liquidated Damages ............................................................................................... 26

Article VI. Required Respondent Information ........................................................................ 26 6.1 Company Information .................................................................................................... 26 6.1.1 Company Narrative ................................................................................................. 26

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6.1.2 Company Profile ..................................................................................................... 26 6.2 Business References ....................................................................................................... 27 6.3 Major Subcontractor Information................................................................................... 27 6.4 Litigation and Contract History...................................................................................... 28 6.5 Conflicts ......................................................................................................................... 28 6.6 Affirmations and Certifications...................................................................................... 28 6.7 Other Reports ................................................................................................................. 29

6.7.1 Dun and Bradstreet Report...................................................................................... 29 6.7.2 Financial Capacity and Annual Report Information ............................................... 29 6.8 Corporate Guarantee ...................................................................................................... 29 6.9 Hub Subcontracting Plan................................................................................................ 29 Article VII Cost proposal ........................................................................................................... 30 7.1 Cost Proposal................................................................................................................. 30 7.1.1 Pricing Schedule ....................................................................................................... 30 7.1.2 Cost Reduction Proposal........................................................................................... 30 Article VIII. General Terms and Conditions ........................................................................... 30 8.1 General Conditions......................................................................................................... 30 8.1.1 Amendment............................................................................................................. 30 8.1.2 Offer Period ............................................................................................................ 30 8.1.3 Costs Incurred ......................................................................................................... 31 8.1.4 Contract Responsibility........................................................................................... 31 8.1.5 Public Information Act ........................................................................................... 31 8.1.6 Respondent Waiver ? Intellectual Property ............................................................ 33 8.2 Insurance ........................................................................................................................ 33 8.2.1 Required Coverage.................................................................................................. 33 8.2.2 Alternative Insurability ........................................................................................... 33 8.3 Protest............................................................................................................................ 34 Article IX. Submission checklist................................................................................................ 34 ARTICLE X. LIST OF EXHIBITS .......................................................................................... 36

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ARTICLE I. EXECUTIVE SUMMARY, DEFINITIONS AND ACROYNMS, AND AUTHORITY

1.1 EXECUTIVE SUMMARY The Texas Health and Human Services Commission (HHSC) issues this Statement of Work (SOW or Solicitation) to solicit pricing from qualified Respondents for IT Customer Service Help Desk (ITCSHD) and Desk-side Support Services (DSS) as described in this Solicitation.

This Solicitation is issued to vendors that have an existing Department of Information Resources contract in the Managed Services ? Computer, service category identified on the cover page of this Solicitation.

To be considered for award, Respondents must execute Exhibit A, Affirmations and Solicitation Acceptance and Exhibit B, Federal Assurances and Certifications, of this Solicitation and provide all other required information and documentation as set forth in this Solicitation.

Information regarding HHSC and its programs is available online and can currently be accessed at .

1.2 DEFINITIONS AND ACRONYMS Definitions for terms and acronyms used in this Solicitation may be found in (1) this section, and (2) Exhibit C, Uniform Terms and Conditions. Unless the context within this Solicitation clearly indicates otherwise, the definition given to a term below applies whenever the term appears in this Solicitation and in any Response submitted in response to this Solicitation. All other terms have their ordinary and common meaning.

"Addendum" means a written clarification or revision to this Solicitation issued by HHSC.

"Contract" means the contract resulting from this Solicitation.

"Contract Term" is the period beginning with the commencement date or Effective Date of a Contract and ending when the Contract expires in accordance with its terms, or when it has been terminated.

"Contractor" an entity awarded a Contract pursuant to this Solicitation to provide goods and services.

"DFPS" means Department of Family and Protective Services

"DIR" means Department of Information Resources

"DSHS" means Department of State Health Services

"DSS" means Desk-side Support Services

"EWMS" means Eligibility Workload Management System

"HHS" means Health and Human Services

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"HHS Agency" Individually, HHSC, DSHS and DFPS may be referred to as an HHS Agency; collectively, the three agencies are referred to herein as the HHS Agencies.

"HUB" means Historically Underutilized Business, as defined by Chapter 2161 of the Texas Government Code.

"HUB Subcontracting plan" or "HSP" means written documentation regarding the use of subcontractors, which is required to be submitted with all responses to state agency contracts with an expected value of $100,000 or more where subcontracting opportunities have been determined by the state agency to be probable. The HUB Subcontracting Plan subsequently becomes a provision of the Contract and shall be monitored for compliance by the state agency during the Contract Term.

"IEE" means Integrated Eligibility & Enrollment

"ITCSHD" means IT Customer Service Help Desk

"ITSM means IT Service Management

"ITSM Remedy" means IT Service Management-Ticketing System

"MAXe IE" means Maximus (electronic) Integrated Eligibility

"OWP" means Out Stationed Worker Program

"Remedy-means ITSM Ticketing System

"Respondent" means the entity responding to this Solicitation.

"Solicitation" means this Statement of Work including any Exhibits and Addenda, if any.

"Solicitation Response" is an offer submitted by a Respondent in response to this Solicitation. "TIERS" means Texas Integrated Eligibility Redesign System

"Health and Human Services Commission" or "HHSC" means the state agency established under Chapter 531, Texas Government Code or its designee. For purposes of the Solicitation, HHSC provides administrative support to the HHS Agencies.

"State" means the State of Texas and its instrumentalities, including HHSC and any other state agency, its officers, employees, or authorized agents.

1.3 AUTHORITY HHSC is soliciting the services listed herein under Chapter 2157 of the Texas Government Code. State and federal laws generally limit HHSC's ability to delegate certain decisions and functions to a Contractor, including but not limited to: (1) policy-making authority, and (2) final decision-making authority on the acceptance or rejection of contracted services.

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ARTICLE II. SPECIFICATIONS

2.1 DESCRIPTION OF SERVICES

2.1.0 Overview

From time to time, HHSC requires Services to supplement the provisioning of IT Customer Service Help Desk (ITCSHD) and Desk-side Support (DSS) by state employees. Contractor shall provide Services on an "as needed" basis for ITCSHD and DSS as described in this Solicitation. Contractor is responsible for providing all personnel resources necessary to perform the Services described in this Solicitation, unless specifically stated as the responsibility of HHSC.

Throughout the Contract Term, Contractor shall ? Provide qualified personnel to perform all required Services, ? Perform background screenings as required and requested by the HHS Agency (Key Personnel assigned to perform services at DFPS must successfully pass a criminal background investigation and an applicant who has been convicted of a criminal offense relevant to the position may be disqualified from employment), ? Be accountable for all Services provided under the Contract, ? Ensure the on-time delivery of all Services; ? Utilize a staffing resource strategy that effectively supports the timely provision of qualified Key Personnel; ? Obtain HHSC approval of Key Personnel, ? Promptly remove any Key Personnel at the written request of HHSC, and ? Provide HHSC advance written notice of any change in Key Personnel e.g., individual leaves the employment of Contractor.

Users of the Services outlined above may include HHS Agency employees, contractors, volunteers and private provider staff at HHSC. These Specifications describe the current environment of HHSC's business requirements, technical requirements, Service Level Agreements and other information essential for Contractor's performance. HHSC anticipates reorganizations may create the need to adjust requirements, and therefore reserves the option to make adjustments throughout the Contract Term.

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2.1.1 IT Customer Service Help Desk (ITCSHD) Personnel

Contractor shall provide Tier 1 personnel for the IT Customer Service Help Desk (ITCSHD). These Services include taking calls, responding to emails, documenting problems, resetting passwords, creating incident tickets and change requests, as well as, providing basic troubleshooting and problem resolution whenever possible. Problems not resolved by one of the HHS Agency Service Desks will be assigned to the appropriate IT support areas for resolution via a problem incident ticket using the HHS Agency approved ticketing system.

The essential positions associated with the ITCSHD Services are as follows: ? Systems Support Specialist III, IT Consolidated Help Desk ? Systems Support Specialist III, TIERS/IEE Level 1 Help Desk ? System Support Specialist III, DFPS Help Desk ? IT Service Desk Manager

The required and preferred job duties associated with each of the essential positions are described in Exhibit D, Job Descriptions. The required and preferred skill sets will be evaluated during the candidate screening and interview process. Contractor shall provide the Key Personnel to fill the essential positions necessary to provide ITCSHD Services at the headquarters location designated in Region 00 on Exhibit F, Regional Office Profiles.

2.1.2 Desk-Side Support (DSS) Personnel

Contractor shall provide Tier 2 technical personnel for Desk-side Support Services (DSS). DSS include taking/handling calls, responding to emails, documenting problems, resetting passwords, creating, updating, and providing closure/resolution of incident tickets and change requests within posted service level requirements. The DSS provided by the Contractor include Tier 2/3 level IT troubleshooting, research and problem resolution. Problems which cannot be resolved by DSS are updated and, with coordination with HHS Agency DSS leads, are assigned to the appropriate support areas for resolution. If a Tier 3 support group is engaged, the assigned DSS resource retains ownership of the issue, concern, or request until it has been resolved or closed.

The essential positions associated with the DSS Services are as follows: ? Network Troubleshooting Analyst II, Desk-side Support Services ? Network Troubleshooting Analyst II, Team Lead Desk-side Support Services

The required and preferred job duties associated with each of the essential positions are described in Exhibit D, Job Descriptions. The required and preferred skill sets will be evaluated during the candidate screening and interview process. Contractor shall provide the Key Personnel to fill the essential positions necessary to provide Desk-Side Support Services at the locations designated in Exhibit E, HHSC Statewide Coverage Map.

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