IT Statement of Work for Purchase Order Release From BPO



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|MICHIGAN DEPARTMENT OF TECHNOLOGY, |

|MANAGEMENT AND BUDGET |

|IT SERVICES |

|STATEMENT OF WORK |

|Project Title: |Period of Coverage: |

|Genesys Enhancements: EWM, WFM, SA (TREA CC-176) - Training |5/2/20126 – 7/30/2016 |

|Requesting Department: |Date: |

|Treasury; Tax Processing Bureau – Individual Income Tax Customer Contact |4/19/2016 |

|Agency Project Manager: |Phone: |

|Jean Story |517-636-4538 |

|DTMB Project Manager: |Phone: |

|Neil Slagle |517-636-4741 |

|Brief Description of Services to be provided: |

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|BACKGROUND: |

|Over the years, DTMB has established a shared IT support service center to provide centralized support to the State of Michigan (SOM) contact |

|centers across multiple agencies. As a result of implementing Genesys Work Force Management (WFM) in various agencies, a need for additional |

|training on this tool has been recognized. The purpose of this Contract is for a vendor to provide shared IT services to provide the needed WFM |

|training. |

|The initial online training that SOM resources participated in was general in nature and more technical than operational, which was needed. The |

|Genesys WFM product is lacking in user manuals and operational documentation for end users. There are “help” screens available in the system, |

|however, these are lacking full explanations of some of the functionality. Any Genesys WFM support and maintenance staff are technical resources |

|and are not available or equipped to provide the operational support or training needed by the SOM agencies. |

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|PROJECT OBJECTIVE: |

|Ensure the SOM agencies that have deployed WFM have a clear understanding and knowledge transfer in order to effectively and efficiently use WFM to|

|schedule staffing resources based on historical data forecasts and real time statistics to develop schedules. |

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|SCOPE OF WORK: |

|On-site consulting and assistance with optimization of Genesys WorkForce Management software in Treasury’s Individual Income Tax Division. |

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|TASKS: |

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|Technical support is required to assist with the following tasks: |

|Training for Scheduler(s) |

|Creating agent profiles (reviewing with scheduler to make sure profiles have been correctly created) |

|Creating Activities (reviewing with scheduler to make sure these work in the manner in which they are intended to blend with work flow). |

|Creating and publishing forecasts using historical and real time statistics |

|This includes building templates, |

|Forecasting and scheduling without historical data |

|Using overlays and events in scheduling |

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|Creating and publishing schedules based on forecasts |

|Scheduling exceptions |

|Intraday scheduling with multiple edits |

|How to use marked time |

|Profile scheduling |

|Scheduling in a multi-channel environment |

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|Training for Supervisors and Managers |

|Performance and monitoring |

|Utilization of “what if” scenarios |

|Adherence |

|Schedule states |

|Alerts view |

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|DELIVERABLES: |

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|Deliverables will not be considered complete until the Agency Project Manager has formally accepted them. Deliverables for this project include: |

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|Workshops and one-one training sessions for the audience (s) described above |

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|ACCEPTANCE CRITERIA: |

|A formal review and walk through by SOM and the contractor. The contractor will utilize an Approval Tracking Form to track the various stages of |

|approval for the project. This method ensures that agreed to steps are not missed and that approvals and sign-offs are not unnecessarily delayed. |

|Upon completion of the review and any subsequent modifications that result, the team will request a final deliverable acceptance and sign off. |

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|PROJECT CONTROL AND REPORTS: |

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|A bi-weekly progress report must be submitted to the Agency and DTMB Project Managers throughout the life of this project. This report may be |

|submitted with the billing invoice. Each bi-weekly progress report must contain the following: |

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|Hours: Indicate the number of hours expended during the past two weeks, and the cumulative total to date for the project. Also state whether the |

|remaining hours are sufficient to complete the project. |

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|Accomplishments: Indicate what was worked on and what was completed during the current reporting period. |

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|Funds: Indicate the amount of funds expended during the current reporting period, and the cumulative total to date for the project. |

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|SPECIFIC DEPARTMENT STANDARDS: |

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|Agency standards, if any, in addition to DTMB standards. |

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|PAYMENT SCHEDULE: |

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|Payment will be made on a satisfactory final acceptance at conclusion of the contract basis. DTMB will pay CONTRACTOR upon receipt of properly |

|completed invoice(s) which shall be submitted to the billing address on the State issued purchase order not more often than monthly. DTMB Accounts |

|Payable area will coordinate obtaining Agency and DTMB Project Manager approvals. All invoices should reflect actual work completed by payment |

|date, and must be approved by the Agency and DTMB Project Manager prior to payment. The invoices shall describe and document to the State’s |

|satisfaction a description of the work performed, the progress of the project, and fees. When expenses are invoiced, receipts will need to be |

|provided along with a detailed breakdown of each type of expense. |

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|Payment shall be considered timely if made by the DTMB within forty-five (45) days after receipt of properly completed invoices. |

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|EXPENSES: |

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|The State will NOT pay for any travel expenses, including hotel, mileage, meals, parking, etc. |

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|PROJECT CONTACTS: |

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|The designated Agency Project Manager is: |

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|Jean Story |

|Support Services Division, Tax Processing Bureau |

|Operations Center, first floor |

|Parson’s Drive |

|Dimondale, MI |

|517-636-4538 |

|517-636-4445 |

|storyj@ |

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|The designated DTMB Project Manager is: |

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|Neil Slagle |

|DTMB |

|MiECC |

|Operations Center, second floor |

|Parsons Drive |

|Dimondale, MI |

|517-636-4741 |

|slaglen@ |

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|AGENCY RESPONSIBILITIES: |

|The State will assume the following responsibilities: |

|Completion of Agency Service Request Section of the SOW |

|Participate in Deliverable Review as Defined in SOW |

|Review Phase and Overall Project Acceptance Documents and Sign |

|Provide access to resources (such as Business Experts, Systems, Software and Hardware) required to perform services. |

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|LOCATION OF WHERE THE WORK IS TO BE PERFORMED: |

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|Consultants will work at Michigan Department of Treasury Operations Center in Dimondale, Michigan. |

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|EXPECTED CONTRACTOR WORK HOURS AND CONDITIONS: |

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|Work hours are not to exceed eight (8) hours a day, forty (40) hours a week. Normal working hours of 8:00 am to 5:00 pm are to be observed unless |

|otherwise agreed to in writing. |

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|No overtime will be permitted. |

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|This purchase order is a release from Contract Number __________.  This purchase order, statement of work, and the terms and conditions of Contract|

|Number _________ constitute the entire agreement between the State and the Contractor.  |

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