Supplement 1: Salesforce Platform Managed Service



Supplement 1: Ohio Department of Public SafetyService DeskScope of Work & RequirementsSupplement 1Ohio Department of Public SafetyService Desk Scope of Work & RequirementsContents TOC \o "1-3" \h \z \u 1.0Ohio Department of Public Safety (ODPS) Service Desk Support Services PAGEREF _Toc497736398 \h 31.1.Tier 1 Service Desk Services PAGEREF _Toc497736399 \h 41.2.ServiceNow Incident and Request Tracking System PAGEREF _Toc497736450 \h 61.3.Reporting and Analysis PAGEREF _Toc497736467 \h 71.4.Notices PAGEREF _Toc497736495 \h 81.5.Training PAGEREF _Toc497736504 \h 81.6.Functionality Needed After Cutover PAGEREF _Toc497736515 \h 92.0Secured Room PAGEREF _Toc497736516 \h 102.1.Access PAGEREF _Toc497736517 \h 102.2.Onsite Examinations PAGEREF _Toc497736524 \h 103.0Customer Service and Satisfaction PAGEREF _Toc497736525 \h 114.0Implementation Phase PAGEREF _Toc497736527 \h 124.1.Work Plan PAGEREF _Toc497736528 \h 124.2.Implementation PAGEREF _Toc497736529 \h 124.3.Reports Manual PAGEREF _Toc497736530 \h 124.4.Weekly Status Reports PAGEREF _Toc497736531 \h 125.0On-going Operations PAGEREF _Toc497736532 \h 135.1.Disaster Recovery Plan and Business Continuity Plan and Implementation PAGEREF _Toc497736533 \h 136.0End-of-Contract Transition Requirements PAGEREF _Toc497736534 \h 157.0Project Management PAGEREF _Toc497736535 \h 167.1.Project Kick-Off PAGEREF _Toc497736536 \h 168.0Project Staffing and Team Organization Requirements PAGEREF _Toc497736549 \h 198.1.Staffing Plan PAGEREF _Toc497736550 \h 198.2.Service Desk Personnel Policies and Retention PAGEREF _Toc497736552 \h 218.3.Contractor Personnel Requirements PAGEREF _Toc497736553 \h 228.4.Service Desk Support / ODPS Team Requirements PAGEREF _Toc497736555 \h 229.0Service Level Agreements PAGEREF _Toc497736556 \h 249.1.Objectives PAGEREF _Toc497736557 \h 249.2.Service Level Management PAGEREF _Toc497736558 \h 249.3.Service Level Framework PAGEREF _Toc497736566 \h 249.4.Implementation Delay PAGEREF _Toc497736567 \h 249.5.Service Levels During Operations Phase PAGEREF _Toc497736568 \h 2510.0Contract Governance Processes and Requirements PAGEREF _Toc497736577 \h 2710.1.Back-Up Documentation PAGEREF _Toc497736582 \h 2710.2.Correction of Errors PAGEREF _Toc497736583 \h 2711.0Offeror Assumptions, Support Requirements, Pre-Existing and Commercial Materials PAGEREF _Toc497736584 \h 2811.1.Assumptions PAGEREF _Toc497736585 \h 2811.2.Support Requirements PAGEREF _Toc497736586 \h 2811.3.Pre-Existing Materials PAGEREF _Toc497736587 \h 2812.0Reference and Informational Data PAGEREF _Toc497736588 \h 29Ohio Department of Public Safety (ODPS) Service Desk Support ServicesThis supplement describes the Scope of Work and what the Contractor must do to get the job done. It also describes what the Contractor must deliver as part of the completed Work (the "Deliverables"). The State will provide oversight for the Work, but the Contractor must provide overall Work management for the tasks under this Contract, including the day-to-day management of its staff. The Contractor also must assist the State with coordinating assignments for State staff, if any, involved in the Work. Additionally, the Contractor must provide all administrative support for its staff and activities. Throughout the Work effort, the Contractor must employ ongoing management techniques to ensure a comprehensive Work Plan is developed, executed, monitored, reported on, and maintained.The Contractor must complete the implementation of the ODPS tier 1 Service Desk services within 90 days of the award date.The ODPS will provide all PCs and network connections.The Contractor must establish a Service Desk to provide Single Point of Contact, tier 1 Service Desk services for the ODPS locations and its customers throughout Ohio. The ODPS divisions include:Ohio Bureau of Motor Vehicles (BMV);Ohio Office of Criminal Justice Services (OCJS); Ohio Homeland Security (OHS);Ohio Emergency Management Agency (EMA);Ohio Emergency Medical Services (EMS); and,Ohio State Highway Patrol (OSHP).ODPS Service Desks Structure, Network, Applications, and HardwareService Desks. There are two other service desks within the ODPS that use the ServiceNow ITSM system; the Law Enforcement Automated Data System (LEADS) service desk and Deputy Technical Services (DTS) service desk. Both of these divisions will maintain their current operation and are out of scope for this Contract. ServiceNow Application. The Ohio Department of Public Safety Information Technology Office (ODPS ITO currently) uses Cloud Based DAS OIT instance of ServiceNow as the primary software tool for ODPS to report problems. The contracted Service Desk analysts who handle tier 1 support calls, use ServiceNow to create incident tickets that are either resolved at the Contractor’s Service Desk or forwarded to the assigned ODPS Support Groups. Tickets assigned to ODPS Support Groups are tier 2 and 3 level incidents that cannot be resolved at the tier 1 service desk. All current ODPS technical staff use Bomgar software to remote in and look at issues.The contracted Service Desk analysts are expected to take ownership of the incident ticket from start to finish. It is the responsibility of the Service Desk analysts to follow-up and close out tickets the analyst has opened.Hardware Dispatch. When required, the contracted Service Desk analysts contact select hardware vendors for on-site or tier 2 support. The ODPS will provide step-by-step instructions and contact information to place these work. The ODPS network consists primarily of Cisco hardware. It utilizes the Transmission Control Protocol/Internet Protocol (TCP/IP) for the majority of its communications. The ODPS is currently in a project to consolidate network and other infrastructure items as part of the State’s optimization. Network services for the ODPS are provided by the LEADS Network Services group. Circuit management, troubleshooting, service desk and higher-level troubleshooting are part of the services provided by the Network Services group.Software/Applications. The contracted Service Desk supports both custom and commercial off-the-shelf (COTS) software and applications. Some applications configured on desktop systems include those that are developed and maintained by ODPS. The ODPS ITO installs and supports these applications.Hardware. The hardware environment at the ODPS includes mid-range, server, and desktop systems.The open systems hardware platforms are primarily composed of Dell equipment for the servers and desktops. Desktop hardware includes various brands of printers and scanners (primarily HP). iPads, iPhones, and Windows Tablets are utilized by ODPS. The objective of this RFP is to procure the support services required by the ODPS and as described below. These support services must be provided with respect to both the “Local Office Locations” and the “Remote Office Locations” and at levels meeting the “Service Levels” set forth in Section 9.0.The Contractor must implement changes to the Service Desk services, as requested by the ODPS (and as needed to reflect changes in the ODPS IT environment, business, or business operations) within thirty (30) calendar days for major changes and fifteen (15) calendar days for minor changes.The Contractor must maintain a product/service list that specifies the tier 2 and tier 3 referrals for the problems that cannot be resolved by the Service Desk.The Contractor must maintain a procedure for dealing with products or services that are not supported or for which support requirements are not known.Tier 1 Service Desk ServicesThe Contractor must provide a single point of contact call center, making available a reasonable and appropriate number of qualified live technicians to answer and respond to telephone calls and other communications. Tier 1 Service Desk services must be provided Monday through Friday, 7:00 a.m. through 7:00 p.m. and Saturday from 7:00 a.m. through 2:00 p.m. (Columbus, Ohio local time), including the following holidays: Martin Luther King Day, Labor Day, Columbus Day and Veteran’s Day. The Contractor must provide five (5) floating days of coverage per State Fiscal Year to be used at the option of the ODPS and are for special events (such as Halloween celebrations in Athens, OH), emergencies or large deployments.The Contractor must provide technical support to the ODPS employees and agents, for ODPS locations throughout the state of Ohio. The ODPS has approximately four hundred seventy (470) office locations in eighty-eight (88) counties throughout Ohio. The ODPS supports customers using public facing websites. Tier 1 Service Desk services include, at a minimum: receive initial calls, support basic tier 1 troubleshooting and resolution, and call referrals to appropriate tier 2 and 3 support groups, organizations, individuals, or third-party maintenance, warranty and service vendors. Services also include tier 1 technical support regarding all aspects of the ODPS IT environment and all platforms, hardware, software, equipment and other technology contained therein at any given time, including, among other things, the following:Data center equipment;Printers for various platforms;PC hardware and software;Customized or custom software;Commercial off-the-self (COTS) software;Various connectivity and network issues;Printing issues;Security issues such as password resets; and Change requests from end users.The Offeror’s proposed solution must demonstrate that the offeror’s Services include tier 1 technical support regarding all aspects of the IT environment and all platforms, hardware, software, equipment and other technology.All calls must generate a trouble ticket. Multiple calls for a single incident must be added to a master ticket.Service Desk must follow the ODPS Critical Incident and Important Event procedure (located in the ServiceNow KnowledgeBase) when a Master Incident is opened. The Offeror’s proposed solution must demonstrate that the offeror will resolve incidents and requests in an enterprise desktop environment.The Contractor must use the ODPS current toll-free phone service for all calling parties, including original caller, and tier 2 and 3 follow-ups back to the Service Desk for status reporting, ticket closure, etc.The Offer’s Proposed Solution must demonstrate their phone system can support multiple configurations (e.g. disaster recovery, roll-over, interactive voice response, routing to multiple phone numbers, etc.).The Contractor must be prepared to handle a minimum of two thousand one hundred (2,500) calls and sixteen hundred (1,600) emails per month (as currently projected), opening trouble tickets.The Contractor must resolve problems or issues related to the following:Windows desktop OS MAC desktop OSOffice 365 (desktop and Cloud Use) per ODPSWintel based PCs, BIOS, drivers, etc.Reset local and Active Directory ProfilesReset passwordsReload softwareDownload softwareGain remote control of desktopProduce screen printsCapture error logsPing devices on the networkHardware and support issues dealing with Wintel-based microcomputers and associated peripherals such as printers, scanners, work communications and infrastructureWireless LANsNetwork AppliancesOther intelligent devices (e.g., Smart Phones, Tablets)The Offeror’s proposed solution must demonstrate the use of a quality “How to” support guide for Windows OS, Microsoft Exchange / Office 365 e-mail, Office Automation (OA) software suites, Adobe Acrobat and COTS at the tier 1 level. The Contractor must efficiently use the knowledge databases, service desk tools and software owned and maintained by the ODPS and/or DAS OIT.The Contractor must use an appropriate, up-to-date, and fully-featured automated call-answering and call-routing system.The Contractor must delegate, assign, or escalate trouble tickets that cannot be resolved on the first tier 1 call to the appropriate tier 2 and 3 organization, individual, or third-party contractor.The Contractor must assist the user calling over the telephone with instructions and tools provided by the ODPS and using relevant technical experience and training to quickly troubleshoot, diagnose, and resolve the issue whenever possible.The Contractor must use ServiceNow to track the progress of their trouble ticket.The Contractor must provide status updates as requested by calling users with regard to any particular service desk call or trouble ticket.The Contractor must provide the ODPS with complete and direct access to Contractor’s service desk reporting systems and data pertaining to services provided including problem, asset and change management, decision support, SLA component, and reporting tools. The Contractor will use ServiceNow to generate an “incident confirmation receipt”, where applicable, to acknowledge to the end users that a problem report has been received. The incident confirmation receipt contains the ticket number along with the end user reporting the problem (e.g., name, telephone number, etc.).The Contractor must monitor and respond to tickets generated by automated system monitoring software. Calls must be recorded and held for 7 calendar days. The ODPS can retrieve and listen to recorded calls at their discretion.The Offeror’s proposed solution must demonstrate that the offeror will properly respond to incoming calls, reported and assigned incidents and requests in a manner that meets all applicable service levels in in this document. The Offeror’s proposed solution must provide examples and demonstrate that the offeror will provide best-in-class customer service to the ODPS and its users and maintain a continual effort at increasing the quality of customer service.The Contractor must escalate customer trouble tickets appropriately within the Contractor’s organization before such issues are, if appropriate, routed to an ODPS contact person.The Contractor must monitor and report responses of tier 2 and 3 service vendors under the ODPS contract to ascertain when performance falls below contracted levels, making use of the Service Desk software’s SLA and decision support components.ServiceNow Incident and Request Tracking System The Contractor must utilize the DAS ServiceNow system.The Contractor must access, efficiently use, populate and update data in the DAS ServiceNow IT Service Management Software (ITSM). The Contractor must use the DAS ServiceNow system to log and track all calls received. The Contractor must ensure the technicians performing Service Desk services obtain all pertinent information from the caller, verify it and enter the information into the system, including, but not limited to, entering a concise description of the reason for the call and the caller’s complete contact information. The Contractor must open a ticket within fifteen (15) minutes from the initial contact.The Contractor must categorize incident or trouble tickets and update open tickets on a daily basis with current status, steps taken to resolve the issue, etc.The Contractor must delegate or assign tickets to the appropriate Ohio ODPS tier 2 and 3 organization, individual, or third-party contractor if not resolved at the tier 1 call.The Contractor must maintain ownership of the trouble ticket until closure, serving as the coordination point for all inquiries. Service Desk analysts must follow-up with users, referral sources, etc., to ensure timely and complete solutions are provided to the user and recorded in the ServiceNow. The ODPS will use the Service Desk ServiceNow to track SLA compliance of all parties involved.The Contractor must use the DAS ServiceNow service desk problem management software. This software includes, but is not limited to, the following features:Complete electronic trouble ticket entry, referral, update and closure Web-based status inquiryWeb-based trouble ticket initiation, update and closure for tier 2/3 providers including, but not limited to all other ODPS ITO personnel User access to knowledge baseAutomation of Service Level Agreements where applicableAlerts, based on SLAs, to indicate required actionsIf applicable, the ability to accept event notifications, alerts and automatic initiation of trouble tickets from ServiceNow or comparable incident management system problem management softwareHistorical retrieval of problem ticketsReporting and AnalysisThe Contractor must establish appropriate metrics, capture and analyze data from the DAS ServiceNow System and phone system and provide appropriate reporting capabilities and informative reporting, on a regular and consistent basis and as requested by the ODPS. All metrics and analytical data should be completed in such form and with such frequency as directed by the ODPS, including, but not limited to, calls received, trouble tickets opened, aged tickets, unassigned tickets and other relevant statistics regarding the Service Desk services.The Contractor must provide electronic monthly management reports by division/program as specified by the ODPS ITO detailing an agreed upon set of metrics. Reports must be received by the ODPS no later than the 5th calendar day of each month. At a minimum, metrics for reports must include, but not be limited to the following:Answered and Abandoned CallsAverage Speed of AnswerThe number of Calls that rolls over to ODPS Measured Abandoned Call PercentagePeak Call volumeTickets Created by TimeE-mail VolumeTicket VolumeTickets by PriorityTickets by GroupAssigned Support GroupTickets by SourceTicket EscalationFirst Level ResolutionNote: During startup and at the request of the ODPS ITO, reports may be required on a more frequent basis (i.e., daily, weekly), until division, system, or application is operating on a stable basis. Also, ad hoc reporting capability will be provided at no additional cost.The ODPS ITO reserves the right to add additional or subtract metric components during the life of the Contract.The Contractor must provide problem analysis, problem tracking, and trend analysis reports.The Contractor must conduct, analyze, and provide the ODPS with results of user satisfaction surveys (section 3.0) that are based on a sample size of actual calls and any other customer satisfaction surveys specific to the Service Desk services that the ODPS may request from time to time.The Contractor must provide an ongoing review and grade a sampling of tickets and provide suggestions on how to improve customer satisfaction, and/or remediate any poor behavior or issues with the call processes.The Contractor must listen to a sampling of calls that are performed by Contractor staff, listen for issues in the calls and provide this information in the quarterly meetings. The Contractor must apply a grading process and report how they plan to remediate any performance issues.NoticesThe Contractor must use the emergency notification process available to notify key State staff of pending problem areas to escalate problems for all emergencies, after hours’ services and planned outages (e.g., virus outbreak, natural disaster/catastrophe or unanticipated hardware/software application failure, change or interim situation).The Contractor must provide a periodic status notification to the ODPS for service outages of mission critical systems as required by the Contract (i.e., hourly updates to key staff for severity 1 outages).Training The Contractor must create, maintain, and update, as required, an approved training plan for all levels of users. The Contractor must use any training and documentation provided for current systems and implementation of new systems by the ODPS. The Contractor staff must rotate through the ODPS environment on a quarterly basis or as needed depending on training needs.The Contractor must develop a training plan to ensure that all Contractor personnel providing Service Desk services have sufficient technical training to provide appropriate service and support for the ODPS environment.The Contractor must provide appropriate training, at the Contractor’s cost, to the Contractor’s personnel providing Service Desk services with regard to both the ODPS current environment and any new technologies or equipment introduced into the environment. The Contractor must provide training to staff on tools that support ODPS and the service desk.Contractor Deliverables. Deliverables to be produced by the Contractor include the following:Training PlanFunctionality Needed After Cutover In addition to all other tier 1 support reasonably necessary to support the ODPS users, the Contractor must provide the following tier 1 support. Some examples are listed below: Hardware – PCs, iPads, iPhones, Tablets, and peripherals (e.g., keyboard, mouse, monitor), scanners, printers, printer drivers, printer servers, uninterruptible power supply (UPS), scanner wands, etc.Software – PC operating systems (Windows OS, MAC OS), email (Office 365) desktop productivity applications (i.e., Microsoft Office, Office 365, Adobe), basic connectivity, and launch of application programs, including web, client/server and in house developed applications.Password/User ID - User ID and password creation and reset, login, Active Directory password reset, desktop and applications logins.Data Service Requests - Create documentation and requests for new installs of hardware and software; create documentation and requests for hardware moves; create requests for new accounts and Active Directory; and create documentation for adding network printers to work - PC connectivity, access to files and directories; Internet access and basic understanding of Network protocols (TCP/IP, DNS, etc.) for troubleshooting purposes.Printing - Printer management from desktop (select default printers, etc.); failure to print to network or local printer; print drivers and print queues.IT Services - File restores and Active Directory account problems.Procedural – Communicate and assist with resolving large scale system outages.Secured RoomAccessOfferor must restrict physical access to sensitive data, systems, and records as required by laws, rules, and regulations including, but not limited to, Criminal Justice Information Services (CJIS), Law Enforcement Automated Data System (LEADS) policy (See Section 12.0 - Reference and Informational Data), Ohio Revised Code, ODPS and State of Ohio policy, among others. As a minimum, offeror must meet the following requirements:The Contractor Service Desk staff will be located ‘off-site’ at the Contractor’s location in Ohio. The Contractor’s staff must be located in a secure (locked) room at the Contractor location that has been approved by the ODPS. Entry into this space must be monitored and controlled through the use of ID badges or approved auditable secured measures.Visitors must be authorized before entering this space, and a visitor log must be maintained to provide an audit trail of visitor information and activity, and retained for one year plus the current year (retention period). Onsite ExaminationsThe ODPS will perform an onsite examination to verify that the offeror’s service desk staff will be in a secured room at an off-site location. The onsite examinations may include, without limitation, verification that business is conducted as represented by offeror where it performs services for the State; offeror’s facilities are adequate to support claims of staffing, services performed and inventory housed; and the facilities provide adequate security for staff, functions performed and services rendered. This examination may include verification that offeror has adequate information security compliance policies and procedures.Customer Service and SatisfactionA baseline customer satisfaction survey of a subset of the ODPS end-users using ServiceNow will be conducted prior to cut over to the new vendor. The results of this initial customer satisfaction survey will constitute the baseline for measuring subsequent performance improvements. The Contractor must follow up on any survey where the answers indicate the customer was not satisfied. The Contractor will work to identify deficiencies that caused the poor rating and report those to the ODPS IT supervisors. Additionally, at least once each calendar year, the selected Contractor’s IT Service Desk Manager must conduct a satisfaction survey of the ODPS senior IT managers. This is to be more encompassing than the ServiceNow random survey’s. Surveys are already established but the Contractor can make suggestions on questions to add or remove and better ways to identify service gaps. Surveys that show poor performance on the Contractor’s Service desk members, must be investigated by the Contractor’s Service Desk manager. The results of the investigation and a remediation plan must be forwarded to the ODPS IT supervisors.The Contractor and ODPS are responsible for providing resolutions to customer satisfaction issues. Resolutions will be discussed in quarterly meetings.All Contractor personnel engaged in the performance of the support services must be able to comprehend, write and fluently speak English to be able to perform the support services for ODPS in an efficient and responsive manner, and in order to perform the work detailed in this Contract to the satisfaction of ODPS.Implementation PhaseWork PlanAs part of the Work, the Contractor must develop and maintain a high-level Work management plan (Work Plan) with more detail throughout the 90-day period of transition to address, at a minimum, the following subjects:Scope,Location,Time,Quality,Staffing,Communications, andRisk.The Work Plan must allow sufficient time for the State’s staff to review all Work. The ODPS will determine the number of business days it needs for such reviews and provide that information to the Contractor after award and early in the development of the Work Plan.ImplementationThe Contractor must implement the ODPS service desk services within ninety (90) days after Project Work begins.During the ninety (90) day transition period from the current Contractor, following receipt of the executed Contract, the Contractor will be observing the ODPS Service Desk operation and updating current scripts, procedures, training manuals, etc. at the ODPS Shipley Building. Any portion of this Work performed at any other location must be identified and approved in writing by the ODPS. Work completed after the transition period is expected to be completed at the Contractor’s proposed location.Reports ManualA Reports Manual must be provided during the Implementation Phase describing all specific reports generated by the Contractor and include sample report mock-ups for each report with the required metrics. Weekly Status ReportsDuring the duration of the project, the Contractor must submit a written weekly status report to designated ODPS staff on a specified day each week, as approved by ODPS. At a minimum, weekly status reports must contain the following:A description of the overall completion status of the Work in terms of the approved Work Plan (schedule and cost);Updated Work Plan;The plans for activities scheduled for the next 90 days;The status of any Deliverables;Time ahead or behind schedule for applicable tasks;A risk analysis of actual and perceived problems; andSignificant changes to the Work Plan, if any.Reports ManualWork PlanOn-going OperationsDisaster Recovery Plan and Business Continuity Plan and ImplementationThe Contractor must have a Disaster Recovery Plan and Business Continuity Plan for the System Solution. The Plans must document the sequence of events to follow in the circumstance that an internal or external interruption impacts Services provided to the Ohio user community that may arise as a result of failure of one of more elements that comprise the infrastructure, hardware, software, interfaces, networks, phones, data center facility, power and the like.The activities of the Disaster Recovery Plan and Business Continuity Plan are intended to reduce or minimize downtime of critical equipment, interruption of employee work schedules, and financial exposures for ODPS and Contractor.The Disaster Recovery Plan Business and Continuity Plan documents a sequence of communication events to follow during an internal or external infrastructure failure or natural disaster (act of nature).In order to minimize downtime, once notification is received from an external utility that disruption is imminent, the Disaster Recovery Plan must be activated.The Contractor must finalize the Business Continuity Plan submitted with its proposal to create a consistent, coherent management plan of action to guide the Business Continuity activities of this project. The Business Continuity Plan is subject to final approval by the ODPS. The plan must include detail sufficient to give DPS an understanding of how the offeror’s knowledge and approach will:Manage Business Continuity using Risk and Threat Level;Guide Business Continuity decisions;Document planning assumptions and decision tree for Plan implementation and execution;Facilitate communication among trading partners;Define key management review as to Business Continuity, control and resolution;Define critical business functions and supporting tasks/staff;Define the process for reporting business disruption/failure;Define transitions from failure to continuity;Define alternative processing sites;Provide a baseline for progress measurement and control;Define how the Disaster Recovery Plan must be used to recover the production system; andIdentify the recovery site in which Production will continue.Minimum Requirements: The Business Continuity Plan must describe at a minimum the following:Personnel staffing;Recovery of information (hard copy and electronic);Contractor provided telecommunications services and equipment;Information systems hardware and software;Utilities;Facilities;Furnishings;Equipment required to provide services;Identification and prioritizing all business functions;Documented policies and procedures for all business functions;Contact list with the assignment of responsibilities for items in recovery plan;Schedule and timeframes for restoring operations;Processes to ensure liquidity and cash flow necessary to provide day to day operations;Clause in all agreements and contracts with third parties to require a Business Continuity Plan; andEmergency procurement of services and equipment. The activities that will trigger activation of the Business Continuity Plan include, but are not limited to, the following:Problem that threatens continuity of services for operations;The need to protect assets;The need to restore critical business processes;The need to reduce the length of interruption of business; andThe need to maintain customer service.The Contractor must update the Business Continuity Plan annually or unless requested otherwise.All updates to the Business Continuity Plan must be completed and submitted to ODPS for approval within 30 days of identifying a change to the Risk and Threat Assessments. Contractor Deliverables. Deliverables to be produced by the Contractor include the following:Disaster Recovery PlanBusiness Continuity PlanEnd-of-Contract Transition RequirementsThe Contractor must provide a Post Contract Transition plan for transitioning the contract either to another vendor or to the State. The Transition Plan must be completed 6 months after the award of the contract and updated annually thereafter. The updated annual plan must be submitted to the ODPS for review and approval. The cost for the original plan and the updates must be included in the proposed annual costs.If this Contract is not renewed at the end of a term, or is terminated prior to the completion of a term, for any reason, the Contractor must provide for a reasonable period of time for transition after the expiration or termination of this project or Contract. The Contractor must provide transition services to the State at the current contract cost. The transition plan must minimally include conversion of data at the end of the contract.In the event that a subsequent contractor is unable to assume Service Desk operations on the planned date for transfer, the Contractor must continue to perform Service Desk operations on a month-to-month basis at the current cost for up to six (6) months beyond the planned transfer date. The State will provide the Contractor a thirty (30) day notice of an extension.Contractor Deliverables. Deliverables to be produced by the Contractor include the following:Post Contract Transition PlanProject ManagementProject Kick-Off The Contractor, in conjunction with State staff, must plan and conduct a Project kickoff meeting. The Contractor in collaboration with the State will initiate the project with a mobilization effort for the first 15 days of the project, followed by the project kick-off event.? This effort will focus on planning, processes, and project methodology.?The goal will be to discuss and evaluate the Contractor’s proposed practices, methodologies and recommendations and ensure Contractor’s understanding of their commitment to deliver the proposed solution for the project.? The Contractor must also work with the State on establishing acceptance criteria prior to submitting a deliverable.The Contractor in conjunction with the State must develop and deliver a presentation to the sponsors, key stakeholders and core project team after the mobilization effort.? At a minimum, the presentation must include a high-level overview of the following:Project scope and schedule;Goals of the Project; Methodology, approach, and tools to achieve the goals;Roles, responsibilities, and team expectations;Tasks, Deliverables, Milestones and significant work products; andContract content review.Upon completion of the presentation, the State will immediately assess the health of the project and determine next steps for moving forward with the Project, within one week of the meeting, which may include the following:Continue the Project;Terminate the Contract; orSuspend the Contract.See Suspension and Termination language in Attachment Four for remedies for failure to deliver the proposed solution. Please Note: There may be additional Project Reviews conducted by the State on an as needed basis throughout the term of the Contract to assess Project health and ensure the Project is progressing successfully.? Updated Project ScheduleThe Project schedule submitted with the Contractor’s proposal must be updated and submitted in electronic and paper form to ODPS after the kick off meeting (within 5 days). The revised Project schedule will become the Contractor’s approved plan to transition the current operations to the Contractor. The Project Schedule must include planned activities, events and milestones with measurable outcomes. The Contractor must develop the Project schedule using Microsoft Project or another planning/scheduling application agreed upon by both Contractor and ODPS. The schedule must indicate milestones and the duration for each Project task and subtask, define work steps to fully implement the Project, and provide dates when all deliverables will be completed.The Project schedule must be formally updated in conjunction with the reporting requirements throughout the implementation phase of the Project. Timeline variances must be reported to ODPS immediately along with a written strategy detailing how the Contractor must ensure the completion of the proposed milestones. All timeline variances and risk mitigation strategies must be documented in a format approved by ODPS. Assemble Project TeamThe Contractor must assemble its Project team at a location or locations that support the most efficient execution of DPS’ system implementation. DPS may screen or interview members of the Contractor’s Project team prior to their assignment to the Project. All Project team members must demonstrate skills appropriate to their assigned roles. DPS may reject any Project team member for business or legal reasons. Switching any Key Team Members after the Contract award will not be allowed without written approval from DPS. All personnel proposed as Key Team Members must be dedicated full time on the Project unless otherwise approved by DPS. DPS reserves the right to require Project team members to work at locations specified by munications PlanAs part of the Project Management Task the Contractor must develop a Communication Plan in concert with DPS to ensure timely and appropriate generation, collection, and dissemination of project information. This includes the communications protocols and procedures for reporting to Project stakeholders regarding project issues, work activities, milestones and deliverables. The Contractor must detail its procedure for ensuring effective project management activities, specify all project management activities and responsibilities, and quantify how project progress will be measured and controlled. 7.1.4Directives and Procedures ProcessContractor must have a process or system that documents directives and procedures provided by ODPS and in turn documents that each agent assigned to ODPS has read and agrees to having seen the procedure or directive. This can ensure accountability and auditability of information flow. The Contractor will provide information on who has read and signed off on directives and/or procedures when requested. Escalation PlanThe Offeror must describe the Contract escalation and resolution process for Contract issues, including contact names and contact information. Documentation Plan and ApproachThe Contractor must describe how it will document all phases of the project, including ensuring that all project team members have access to the latest version of all documentation. The Contractor must use a Version Control Methodology approved by ODPS for revisions made to the various documents required by the RFP.Reporting and Status MeetingsThe Contractor's management approach to the Work must adhere to the following meeting and reporting requirements:Immediate Reporting - The Service Desk Manager or a designee must immediately report any staffing changes for the Work to the Work Representative (see: Attachment Four: Part Two: Replacement Personnel).Participate in Status Meetings - The Service Desk Manager and other Work team members must attend status meetings with the Contract Representative and other people deemed necessary to discuss Work issues. The Contract Representative will schedule these meetings, which will follow an agreed upon agenda and allow the Contractor and the State to discuss any issues that concern them.Participate in Operational Meetings – The Project Manager and other Work team members must participate in operational meetings required for coordination of operational activities supported by the system.The Contractor's proposed format and level of detail for the status report is subject to ODPS’s approval.Contractor Deliverables. Deliverables to be produced by the Contractor include the following:Project Management PlanUpdated Project Schedule;Communications Plan;Version Control Methodology; Escalation Plan; andStatus Reports (through acceptance of the Implementation Services).Project Staffing and Team Organization RequirementsStaffing PlanThe Offeror must provide a staffing plan that identifies all the personnel by position that the offeror proposes and that are required to do the Project. At a minimum, the Contractor’s staffing plan must include names and biographical resumes for all Key Roles and positions. If the offeror deems appropriate and ODPS agrees, some roles may be filled by a single resource. The staffing plan must show each individual’s responsibilities and match the proposed Project key personnel to the activities and tasks that will be completed on the Project. At a minimum, the offeror’s Proposal must identify the following Key Project Personnel: (1) Service Desk Manager, (2) Service Desk Lead Technician, and(3) Service Desk Technician. In addition, the offeror’s response must contain the following information: An organizational chart including any sub-Contractors and key management and administrative personnel assigned to this project.A contingency plan that shows the ability to add more staff if needed to ensure meeting the Project’s due date(s).The number of people onsite at State location(s) at any given time to allow the State to plan for the appropriate workspace.A statement and a chart that clearly indicates the time commitment of the proposed Key Project Personnel, inclusive of the Service Desk Manager and the offeror’s proposed team members for this Work during each phase of the Project.The Offeror also must include a statement indicating to what extent, if any, project team members may work on other projects or assignments that are not State-related during the term of the Contract. The State may reject any Proposal that commits the proposed Service Desk Manager or any proposed Key Project Personnel to other projects during the term of the Project, if the State believes that any such commitment may be detrimental to the offeror’s performance. Key Project Team Roles and Responsibilities The following tables identify key Contractor roles and responsibilities that are deemed critical to the success of the Project and are required to be full time and dedicated only to this Project. The Offeror, as part of their proposal, is required to identify these key positions and may also include other designated positions for support of the Project. The Contractor must provide a Service Desk Manager for the Work. The Contractor must employ the proposed Service Desk Manager as a regular, fulltime employee on the Proposal submission date and throughout the term of the Contract, including all renewals of it. Additionally, the Contractor’s full-time regular employees must perform at least 30% of the effort required to complete the Work. The Contractor may use its personnel or subcontractor personnel to meet the remaining 70% of the effort.The Contractor must provide a Service Desk Manager (also functioning as the Project Manager), on-site at the Contractor’s location at which the service desk is located, who is responsible for the day-to-day management of all service desk analysts. To accomplish the above, the Service Desk Manager must possess strong written and verbal communication skills, leadership abilities, and the ability to identify areas of potential improvement and recommend solutions. Contractor RoleRole Description and ResponsibilitiesService Desk ManagerEnsures that all analysts are aware of and follow both the ODPS and the Contractor’s technical and administrative processes;Manages all staffing issues (hiring, training and removal of analysts when necessary);Oversees the creation and maintenance of documentation that outlines in detail the ODPS and the Contractor’s technical and administrative processes and procedures;Acts as the first level in the customer and technician escalation process within the Service Desk services group for all service desk-related user issues, appropriately escalating issues; and,Participates in meetings with the ODPS business and management personnel as needed to facilitate communication, awareness, and process improvements.The Contractor will also be required to offer the following Service Desk Technicians:Service Desk Lead Technician. This position will function as a highly skilled Service Support Specialist. Service Desk Technician(s). This position will function as a Service Support Technician. Contractor Project Team RoleContractor Project Team Role Description and ResponsibilitiesServiceDesk Lead TechnicianUnderstanding of Desktop Support and Services.Understanding of Active Directory, user authentication and authorization and identify and access management.Uses creativity and innovation to resolve incidents.Understands customer support, likes to work with people and can ensure that the customer is satisfied.Ability to troubleshoot in a high level systematic way. Ability to identify symptoms and research cause.Understanding of basic Networking principles, including network troubleshooting for connectivity issues, DHCP, DNS, use of tools like PING, NSLOOKUP and NETSTATAbility to use tools (Bomgar) to remotely support ODPS entitiesServiceDesk Technician(s) Understanding of Desktop Support and Services.Understanding of Active Directory, user authentication and authorization and identify and access management.Uses creativity and innovation to resolve incidents.Understands customer support, likes to work with people and can ensure that the customer is satisfied.Ability to troubleshoot in a high level systematic way. Ability to identify symptoms and research cause.Understanding of basic Networking principles, including network troubleshooting for connectivity issues, DHCP, DNS, use of tools like PING, NSLOOKUP and NETSTAT.Ability to use tools (Bomgar) to remotely support ODPS entities.In addition, the Offeror’s proposal must identify all Key Project Personnel who will provide services as part of the resulting Contract. The State expects that the proposed named Key Project Personnel will be available as proposed to work on the Project. Resumes for the proposed candidates must be provided for all Key Project Personnel. Representative resumes are not acceptable. The resumes will be used to supplement the descriptive narrative provided by the Offeror regarding their proposed project team.The resume (2-page limit per resume) of the proposed Key Project Personnel must include:Proposed Candidate’s NameProposed role on this ProjectListings of competed projects (a minimum of three references for each named Key Project Personnel) that are comparable to the scope of this Service or required similar skills based on the person’s assigned role / responsibility on this Service. Each project listed should include at a minimum the beginning and ending dates, client / company name for which the work was performed, client contact information for sponsoring Directors, Managers or equivalent level position (name, phone number, email address, company name, etc.), project title, project description, and a detailed description of the person’s role / responsibility on the project.EducationProfessional Licenses / Certifications / MembershipsEmployment HistoryIn addition to providing a resume, the offeror must provide a detailed narrative highlighting the proposed Key Project Personnel possesses the necessary experience, education, training and professional certifications to successfully perform their assigned role/responsibility on the Project.Service Desk Personnel Policies and ProceduresThe Offeror must describe their proposed service desk personnel policies and procedures and how they will be implemented in the ODPS service desk environment, including but not limited to:Offeror policies and procedures for training the service desk staff (e.g., analysts and supervisors).Offeror criteria employed in hiring service desk support analysts and supervisors. Offeror policies and procedures employed in retaining service desk support analysts and supervisors.Contractor Personnel RequirementsThe Contractor shall comply in all respects with Ohio statutes, regulations, and administrative requirements, and Executive Order 2011-12K (prohibition of offshore services), HIPPA Privacy Rules and other conventions as described and required in Supplement 2.The Contractor will provide resources for the work described herein with natural persons who are lawful permanent residents as defined in 8 U.S.C. 1101 (a)(20) or who are protected individuals as defined by 8 U.S.C. 1324b(a)(3). It also means any corporation, business association, partnership, society, trust, or any other entity, organization or group that is incorporated to do business in the U.S. It also includes any governmental (federal, state, local) entity.The State specifically excludes sending, taking or making available remotely (directly or indirectly), any State information including data, software, code, intellectual property, designs and specifications, system logs, system data, personal or identifying information and related materials out of the United States in any manner.It is the responsibility of all individuals working at the State to understand and comply with the policy set forth in this document as it pertains to end-use export controls regarding State restricted information.It is the responsibility of all Contractor individuals working at the State to understand and comply with the policy set forth in this document as it pertains to end-use export controls regarding State restricted information.Service Desk Support / ODPS Team RequirementsThe Offeror should assume that ODPS has limited full-time resources available and plan accordingly for appropriate staffing. As their time is limited, advance notice is expected for all State required support. However, ODPS understands that its participation is critical to ensure the goals of the project are accomplished. To help ODPS better plan to have the right resources available in the right quantities at the right time, the offeror must include the following in its response to this RFP:Nature and extent of State support required in terms of staff roles, percentage of time available;Assistance from State staff and the experience and qualification levels required to successfully accomplish the goals of the project;Desired State participation including the staff role, estimated effort and duration; andOther support requirements.ODPS may not be able or willing to provide the additional support the offeror lists in this part of its Proposal. The Offeror therefore must indicate whether its request for additional support is a requirement for its performance. If any part of the list is a requirement, ODPS may reject the offeror's Proposal, if ODPS is unable or unwilling to meet the requirements. State participants will be available during ODPS normal working hours. State personnel assigned to the Work will have varying percentages of their time to devote to the Work, and the Contractor must consider their time commitments to the Work in creating the Work Plans.The ODPS State Personnel will be available, as needed, during the 90-day period of transition.Service Level AgreementsObjectivesA key objective of this Section to the Contract is to attain Service Level Agreements (SLAs) with specified Contractor Fee Credits when business is impacted through failure to meet mission-critical Services or project milestones. The objective is a reduction in fees paid when Service Performance requirements are not met. SLAs and Liquidated Damages are detailed in the following sections. Contractor must provide written reports to the State regarding Contractor’s compliance with the SLAs specified in this SOW Schedule.Service Level ManagementThe Contractor must conduct quarterly meetings with the ODPS to review and appropriately adjust the Service Levels to reflect the current level of performance of the services and changes in technology, the ODPS business environment and needs, and other relevant areas. The Contractor must also discuss operational performance, customer satisfaction and service delivery quality issues.The ODPS will be assigned an account representative as a contact for all Contractor issues.The Contractor must implement a policy of internal Contractor operational escalation of unresolved problems.Service Level FrameworkThis section goes on to set forth the specifications for the Service Level Agreements (SLAs) to be established between Contractor and the State. This section contains descriptions that provide the State framework and expectations relating to service level commitments, and the implications of meeting versus failing to meet the requirements and objectives, as applicable. This document defines the State detailed performance, management, and reporting requirements for all Contractor Service Services under this RFP.Both the State and Contractor recognize and agree that new categories of Service Levels and Performance Specifications may be added during the term of the Contract as business, organizational objectives and technological changes permit and require.The method set out herein will be implemented to manage Contractor’s performance against each Service Level, in order to monitor the overall performance of Contractor.Contractor will be required to comply with the following performance management and reporting mechanisms for all Services within the scope of this Statement of Work: Service Level Specific Performance – Agreed upon specific SLAs to measure the performance of specific Services or Service Elements. The individual SLAs are linked to Performance Credits to incent Contractor performanceOverall Contract Performance – An overall performance score of Contractor across all Service Levels. The overall performance score is linked to governance and escalation processes as needed to initiate corrective actions and remedial processesImplementation DelayThe Contractor must ensure that the Service Desk services are implemented by the date stated in Section 1.0 of Supplement 1. If the Contractor fails to meet the required date, by no fault of the State, the State may assess liquidated damages as follows:For each delay requiring the ODPS to maintain contracted support staff, the Contractor must pay all costs, related to covering the Work that the State would incur under the existing Contract, 0A1079.The remedy will be prorated for a partial month’s delay by the Contractor on a 20-business day/month basis. The remedy for each business day delayed will be 1/20 of the monthly fee.The State will deduct any credits from the next payment due to the Contractor for Work performed as an off-set, in accordance with the terms of Attachment Four.Service Levels During Operations PhaseThe following monthly service levels must be maintained and supported by monthly reports to document them:Call must be picked up by 5th ring. If Voice Response Unit (VRU) is used, average time to refer the call to an analyst must be 60 seconds or less after completion of any required customer input or announcement. Announcements and customer input must be kept to a minimum and be approved, in writing, by the ODPS before they are implemented.Contractor must use an Automated Call Distribution (ACD) system, which allows ODPS to route calls to and from various numbers.In the case where all contractor analysts are busy, the call system must announce that the call is being forwarded after the 6th ring to DPS IT Operations in an attempt for someone to provide assistance.No more than a three percent (3%) cumulative total of dropped calls and calls forwarded to Operations is acceptable. Calls dropped in five (5) seconds or less may be excluded from the calculations.In year one (1), the minimum first call closure rate must be seventy percent (70%) of calls at tier 1.In year two through the end of the Contract, the minimum first call closure rate must be eighty percent (80%) of calls at tier 1. A hardware referral will be considered a tier 1 resolution unless the maintenance Contractor returns the ticket.A contractor analyst must respond to an electronically submitted trouble (email) call within fifteen (15) minutes.If any of the levels of service indicated above are not maintained for the ODPS for any two (2) month period, the State will be entitled to the following credits in the next billing cycle:<10% below any service level above – credit 5% of total bill on next invoice.10% - 25% below any service level above – credit 10% of total bill on next invoice.>25% below any service level above – credit 25% of total bill on next invoice.An exception will be granted as follows:A 60-day grace period may be provided for the implementation of new applications and the ODPS divisions where the associated metrics will be excluded from the service level calculations.Service level is not met during an unusually high period of call volume, defined as 50% higher than the previous month’s average hourly call volume for the same specific call period.The State will apply the credits in this section for service level violations, only once per quarter.Upon the ODPS written request as a result of a 3-month period of poor performance (defined as not satisfying any one of the service level requirements documented above), the Contractor must add sufficient staff or increase training, documentation, etc. to resolve the poor performance at no cost to the ODPS.Upon the ODPS written request, the Contractor must replace specific staff who are identified as having a history of being either unhelpful or who exhibit undesirable traits when dealing with customers as defined in Attachment 4, Part Two, Replacement Personnel Section.Contractor must have the ability to monitor and record calls to conduct service quality reviews for supported applications and services on a routine, ongoing basis (i.e., every 10th call). Additional reviews may be requested by the ODPS on an as needed basis to gather information for specific issues and activities. All credits are applicable for services that do not meet requirements during the term of the Contract and do not limit the State’s right to terminate the Contract for breach and seek the remedies available to it due to a termination of the Contract for cause. If the Contractor fails multiple service levels during a reporting period or demonstrates a pattern of failing a specific service level, then the Contractor may be required, at the State’s discretion, to implement a State-approved corrective action plan and a timeline of corrective action milestones to address the failed performance. Upon the State’s request, the Contractor is required to provide the corrective action plan within ten (10) business days for review and approval.Contract Governance Processes and RequirementsBack-Up DocumentationAs part of the Services, the Contractor will provide the State with such documentation and other information available to the Contractor as may be reasonably requested by the State from time to time in order to verify the accuracy of the reports provided by the Contractor. In addition, the Contractor will provide the State with all documentation and other information reasonably requested by the State from time to time to verify that the Contractor's performance of the Services is in compliance with the Service Levels and this Scope of Work.Correction of ErrorsAs part of the Services and at no additional charge to the State, the Contractor will promptly correct any errors or inaccuracies in or with respect to the reports, the system or other Deliverables caused by the Contractor or its agents, subcontractors or 3rd Party product or service providers.Offeror Assumptions, Support Requirements, Pre-Existing and Commercial MaterialsAssumptionsThe Offeror must list all the assumptions the offeror made in preparing the Proposal. If any assumption is unacceptable to the State, the State may at its sole discretion request that the offeror remove the assumption or choose to reject the Proposal. No assumptions may be included regarding the outcomes of negotiation, terms and conditions, or requirements. Assumptions should be provided as part of the offeror response as a stand-alone response section that is inclusive of all assumptions with reference(s) to the section(s) of the RFP that the assumption is applicable to. Offerors should not include assumptions elsewhere in their response.Support RequirementsThe Offeror must describe the support it wants from the State other than what the State has offered in this RFP. Specifically, the offeror must address the following:Nature and extent of State support required in terms of staff roles, percentage of time available, and so on;Assistance from State staff and the experience and qualification levels required; andOther support requirements.The State may not be able or willing to provide the additional support the offeror lists in this part of its Proposal. The offeror therefore must indicate whether its request for additional support is a requirement for its performance. If any part of the list is a requirement, the State may reject the offeror's Proposal, if the State is unable or unwilling to meet the requirements.Pre-Existing MaterialsThe Offeror must list any Pre-Existing Materials it owns that will be included in a Deliverable if the offeror wants a proprietary notice on copies that the State distributes. For example, the offeror may have standard user interfaces or standard shells that it incorporates in what is otherwise custom software. (See the Ownership of Deliverables section of the General Terms and Conditions.) The State may reject any Proposal that includes existing materials for a custom solution, if the State believes that such is not appropriate or desirable for the Project.Reference and Informational DataThe State provides the following embedded files for Offeror consideration in developing proposals to this RFP. Offerors are to review and consider these files for reference and information purposes only. FileContentsEmbedded FileLEADSLEADS Security Policy – Section 5.9, Version 4.4 ................
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