IT Statement of Work for Purchase Order Release From BPO
|[pic] |
|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: |
| |
|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. |
| |
| |
|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. |
| |
| |
|SCOPE OF WORK: |
|On-site consulting and assistance with optimization of Genesys WorkForce Management software in Treasury’s Individual Income Tax Division. |
| |
| |
|TASKS: |
| |
|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 |
| |
| |
| |
|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 |
| |
|Training for Supervisors and Managers |
|Performance and monitoring |
|Utilization of “what if” scenarios |
|Adherence |
|Schedule states |
|Alerts view |
| |
|DELIVERABLES: |
| |
|Deliverables will not be considered complete until the Agency Project Manager has formally accepted them. Deliverables for this project include: |
| |
|Workshops and one-one training sessions for the audience (s) described above |
| |
| |
|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. |
| |
|PROJECT CONTROL AND REPORTS: |
| |
|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: |
| |
|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. |
| |
|Accomplishments: Indicate what was worked on and what was completed during the current reporting period. |
| |
|Funds: Indicate the amount of funds expended during the current reporting period, and the cumulative total to date for the project. |
| |
|SPECIFIC DEPARTMENT STANDARDS: |
| |
|Agency standards, if any, in addition to DTMB standards. |
| |
| |
|PAYMENT SCHEDULE: |
| |
|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. |
| |
|Payment shall be considered timely if made by the DTMB within forty-five (45) days after receipt of properly completed invoices. |
| |
|EXPENSES: |
| |
|The State will NOT pay for any travel expenses, including hotel, mileage, meals, parking, etc. |
| |
| |
|PROJECT CONTACTS: |
| |
|The designated Agency Project Manager is: |
| |
|Jean Story |
|Support Services Division, Tax Processing Bureau |
|Operations Center, first floor |
|Parson’s Drive |
|Dimondale, MI |
|517-636-4538 |
|517-636-4445 |
|storyj@ |
| |
| |
| |
|The designated DTMB Project Manager is: |
| |
|Neil Slagle |
|DTMB |
|MiECC |
|Operations Center, second floor |
|Parsons Drive |
|Dimondale, MI |
|517-636-4741 |
|slaglen@ |
| |
|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. |
| |
| |
|LOCATION OF WHERE THE WORK IS TO BE PERFORMED: |
| |
|Consultants will work at Michigan Department of Treasury Operations Center in Dimondale, Michigan. |
| |
|EXPECTED CONTRACTOR WORK HOURS AND CONDITIONS: |
| |
|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. |
| |
|No overtime will be permitted. |
| |
|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. |
| |
................
................
In order to avoid copyright disputes, this page is only a partial summary.
To fulfill the demand for quickly locating and searching documents.
It is intelligent file search solution for home and business.
Related searches
- examples of statement of purpose for masters
- template for statement of purpose for masters
- writing a statement of purpose for masters
- statement of goals for graduate school
- statement of philosophy for healthcare
- statement of purpose for masters program
- outline for statement of purpose for masters
- sample statement of interest for a job
- statement of purpose for masters pdf
- statement of purpose for nursing grad school
- statement of qualifications for analyst
- wi statement of intent for title