Supplement 1: Salesforce Platform Managed Service



Supplement 1Ohio Department of Job and Family ServicesChild Care Time and Attendance System & Operating RequirementsTable of Contents TOC \o "1-3" \h \z \u 1.0Ohio Department of Job and Family Services Child Care Time and Attendance System PAGEREF _Toc482079024 \h 41.1.Background and Overview PAGEREF _Toc482079025 \h 41.2.Current Situation Overview PAGEREF _Toc482079026 \h 41.3.General Scope and Objectives PAGEREF _Toc482079027 \h 51.anization of Requirements and Scope of this Supplement PAGEREF _Toc482079028 \h 61.5.Child Care Time and Attendance System - General Objectives PAGEREF _Toc482079029 \h 61.6.Critical Implementation “Go-Live” Requirements PAGEREF _Toc482079030 \h 61.7.Offeror Response: Functionality Delivered PAGEREF _Toc482079031 \h 61.8.Offeror Response: Effort Complexity Indication PAGEREF _Toc482079032 \h 71.9.Offeror Response: Comments and Narrative PAGEREF _Toc482079033 \h 72.0System Functional Requirements PAGEREF _Toc482079034 \h 82.1.Orientation of Functional Requirements PAGEREF _Toc482079035 \h 82.2.Requirements Confirmation and Refinement PAGEREF _Toc482079036 \h 92.3.Requirements Change Control Process PAGEREF _Toc482079037 \h 102.3.1.Functional Requirements Matrix PAGEREF _Toc482079038 \h 112.4.Caretaker and Provider Communications Requirements PAGEREF _Toc482079039 \h 232.5.Non-Publicly Funded Children Considerations PAGEREF _Toc482079040 \h 232.6.System Reporting Requirements PAGEREF _Toc482079041 \h 233.0System Technical Requirements PAGEREF _Toc482079042 \h 253.1.Current System Volumetric / Sizing Information PAGEREF _Toc482079043 \h 253.2.Performance, System Capacity and Responsiveness Requirements PAGEREF _Toc482079044 \h 253.3.System Security Plan. PAGEREF _Toc482079045 \h 263.4.System Deployment Plan. PAGEREF _Toc482079046 \h 263.5.Architectural Component Procurement Plan for the Data File Interfaces. PAGEREF _Toc482079047 \h 264.0Time Collection Requirements PAGEREF _Toc482079048 \h 275.0System Integration Requirements PAGEREF _Toc482079049 \h 285.1.Operational Documentation PAGEREF _Toc482079050 \h 285.2.Data Interface Operating Procedures PAGEREF _Toc482079051 \h 295.3.Time and Attendance Procedures Manual PAGEREF _Toc482079052 \h 295.4.ODJFS Data Entity and Systems Integration Requirements PAGEREF _Toc482079053 \h 306.0System Reporting Requirements PAGEREF _Toc482079054 \h 316.1.1.Exception and Anomaly Reporting PAGEREF _Toc482079055 \h 316.1.2.Transaction Detail PAGEREF _Toc482079056 \h 316.1.3.Historical Attendance PAGEREF _Toc482079057 \h 316.1.4.Daily Activity Report PAGEREF _Toc482079058 \h 316.1.5.Weekly Summary Provider Report(s) PAGEREF _Toc482079059 \h 316.1.6.On-Demand Detail Report PAGEREF _Toc482079060 \h 316.1.7.Weekly Caretaker/provider Report Detail PAGEREF _Toc482079061 \h 316.1.8.Administrative Access Report PAGEREF _Toc482079062 \h 326.1.9.Weekly Mail Report PAGEREF _Toc482079063 \h 326.1.10.Daily Assignment Report PAGEREF _Toc482079064 \h 326.1.11.Weekly Help Desk Report PAGEREF _Toc482079065 \h 326.1.12.On-Demand Call Log Report PAGEREF _Toc482079066 \h 326.1.13.System / Operations Report PAGEREF _Toc482079067 \h 336.1.14.Daily Batch Processing Report PAGEREF _Toc482079068 \h 336.1.15.Weekly Payment Calculation Reports PAGEREF _Toc482079069 \h 336.1.16.Payment Detail Report PAGEREF _Toc482079070 \h 336.1.17.Provider Payment Summary Report PAGEREF _Toc482079071 \h 336.1.18.Weekly Payment Reports PAGEREF _Toc482079072 \h 337.0Current System Data Conversion Requirements PAGEREF _Toc482079073 \h 348.0Ongoing Operations Requirements PAGEREF _Toc482079074 \h 358.1.Operations Staffing Plan PAGEREF _Toc482079075 \h 358.2.General Requirements: Hosted/Cloud Software Solution PAGEREF _Toc482079076 \h 358.3.System Environment Requirements PAGEREF _Toc482079077 \h 358.4.Production/Version Control and Release Management PAGEREF _Toc482079078 \h 368.5.Break/Fix Support PAGEREF _Toc482079079 \h 378.6.Problem Management Services PAGEREF _Toc482079080 \h 388.7.Software and Application Licensing, Capacity Planning and Monitoring PAGEREF _Toc482079081 \h 388.8.Job and Interface Execution / Production Control PAGEREF _Toc482079082 \h 388.9.Software Platform System Management and Administration PAGEREF _Toc482079083 \h 408.10.Support of State in Application Changes, Updates and Upgrades PAGEREF _Toc482079084 \h 408.11.Major/Minor Upgrades (Ongoing) PAGEREF _Toc482079085 \h 418.12.System/Environment Administration Support PAGEREF _Toc482079086 \h 428.13.Program Management & Master Release Calendar PAGEREF _Toc482079087 \h 438.14.Minor Change and Enhancement Services PAGEREF _Toc482079088 \h 438.15.Environment Backup and Restoration Services PAGEREF _Toc482079089 \h 438.16.Support of State Disaster Recovery PAGEREF _Toc482079090 \h 448.17.System Incidents and Resolution PAGEREF _Toc482079091 \h 458.18.Data Management Functions. PAGEREF _Toc482079092 \h 469.0Project Communications and Change Management Requirements PAGEREF _Toc482079093 \h 489.1.Project Communications Requirements PAGEREF _Toc482079094 \h 489.2.General Training Requirements PAGEREF _Toc482079095 \h 489.3.Change Management Requirements PAGEREF _Toc482079096 \h 489.4.System Training Requirements PAGEREF _Toc482079097 \h 499.5.Training Planning and Execution Requirements PAGEREF _Toc482079098 \h 499.6.Caretaker/provider Training Requirements PAGEREF _Toc482079099 \h 499.7.ODJFS and CDJFS Training Requirements PAGEREF _Toc482079100 \h 509.8.Solution Adoption Management PAGEREF _Toc482079101 \h 509.9.Statewide Caretaker/Provider Adoption Plan PAGEREF _Toc482079102 \h 519.10.Adoption / Onboarding Planning and Analysis Requirements PAGEREF _Toc482079103 \h 529.11.Service Design-Build Services PAGEREF _Toc482079104 \h 529.12.Adoption Test / Acceptance. PAGEREF _Toc482079105 \h 5410.0Operational Support / Help Desk Requirements PAGEREF _Toc482079106 \h 5510.1.Customer Support Services PAGEREF _Toc482079107 \h 5511.0Service Level Agreements PAGEREF _Toc482079108 \h 5611.1.Objectives PAGEREF _Toc482079109 \h 5611.2.Service Level Framework PAGEREF _Toc482079110 \h 5611.3.Service Level Specific Performance Credits PAGEREF _Toc482079111 \h 5611.4.Treatment of Federal, State, and Local Fines Related to Service Disruption PAGEREF _Toc482079112 \h 5811.5.Overall Contract Performance PAGEREF _Toc482079113 \h 5811.6.Monthly Service Level Report PAGEREF _Toc482079114 \h 5911.7.Failure to Report or Report Late after Mutually Agreed Dates PAGEREF _Toc482079115 \h 5911.8.Period Service Level in Full Effect and In-Progress Service Levels PAGEREF _Toc482079116 \h 5911.9.Service Level Review and Continual Improvement PAGEREF _Toc482079117 \h 5911.9.1.Service Levels Review PAGEREF _Toc482079118 \h 5911.9.2.Continuous Improvement or Reduced Fees in Light of Contractor Non-Performance PAGEREF _Toc482079119 \h 6011.10.Service Level Requirements (SLAs) PAGEREF _Toc482079120 \h 6011.10.1.Overall System Availability PAGEREF _Toc482079121 \h 6011.10.2.Resolution Priority PAGEREF _Toc482079122 \h 6111.10.3.Application Platform Online Response Time PAGEREF _Toc482079123 \h 6211.10.4.General Administrative Functions PAGEREF _Toc482079124 \h 6211.10.5.Backup and Restore PAGEREF _Toc482079125 \h 6311.10.6.IT Continuity and Disaster Recovery (DR) PAGEREF _Toc482079126 \h 6311.10.7.Help Desk Services PAGEREF _Toc482079127 \h 6411.10.8.Time & Attendance Website or Mobile Application PAGEREF _Toc482079128 \h 6411.10.9.Data Files PAGEREF _Toc482079129 \h 6511.10.10.Report Availability and Accuracy PAGEREF _Toc482079130 \h 6511.10.11.Major/Minor Software Upgrades PAGEREF _Toc482079131 \h 6611.10.12.Supplemental Payment PAGEREF _Toc482079132 \h 6711.10.13.Mean Time To Recovery of a Device PAGEREF _Toc482079133 \h 6711.10.14.Erroneous Payments. PAGEREF _Toc482079134 \h 6712.0Contractor Staffing and Personnel Requirements PAGEREF _Toc482079135 \h 6912.1.Contractor Staffing Plan, Time Commitment and Work Locations PAGEREF _Toc482079136 \h 6912.2.Contractor Personnel Requirements PAGEREF _Toc482079137 \h 6912.3.Criminal Background Check of Personnel PAGEREF _Toc482079138 \h 7012.4.State Personnel Replacement Requirements PAGEREF _Toc482079139 \h 7013.0Contract Governance Processes and Requirements PAGEREF _Toc482079140 \h 7113.rmal Dispute Resolution PAGEREF _Toc482079141 \h 7113.2.Internal Escalation Obligations and Requirements PAGEREF _Toc482079142 \h 7113.3.Escalation for Repetitive Service Level Failures PAGEREF _Toc482079143 \h 7213.4.No Termination or Suspension of Services or Payment. PAGEREF _Toc482079144 \h 7213.5.Back-Up Documentation PAGEREF _Toc482079145 \h 7213.6.Correction of Errors PAGEREF _Toc482079146 \h 7214.0Contract Conclusion Requirements: Transition to Successor Contractor or State at Contract Termination or Non-Renewal PAGEREF _Toc482079147 \h 7314.1.Overview PAGEREF _Toc482079148 \h 7314.2.Responsibilities PAGEREF _Toc482079149 \h 7314.3.Standards PAGEREF _Toc482079150 \h 7414.4.Termination Assistance Plan PAGEREF _Toc482079151 \h 7414.5.Termination Management Team PAGEREF _Toc482079152 \h 7514.6.Post Contract Operational Transfer PAGEREF _Toc482079153 \h 7514.7.Ownership of State Data and Provision for Providing the State Data at Contract Conclusion PAGEREF _Toc482079154 \h 7615.0Offeror Assumptions, Support Requirements, Pre-Existing and Commercial Materials PAGEREF _Toc482079155 \h 7715.1.Assumptions PAGEREF _Toc482079156 \h 7715.2.Support Requirements PAGEREF _Toc482079157 \h 7715.3.Pre-Existing Materials PAGEREF _Toc482079158 \h 7715.mercial Materials PAGEREF _Toc482079159 \h 7716.0Reference and Informational Data PAGEREF _Toc482079160 \h 79Ohio Department of Job and Family Services Child Care Time and Attendance SystemBackground and OverviewThe Ohio Department of Job and Family Services (ODJFS) is responsible for developing and implementing the state’s public assistance, workforce development, unemployment compensation, child and adult protective services, adoption, child care and child support programs. The mission of the agency is to improve the well-being of Ohio’s workforce and families by promoting economic self-sufficiency and ensuring the safety of Ohio’s most vulnerable citizens. ODJFS strives to be the nation’s leading workforce development and family and health support system. ODJFS values accountability, innovation, teamwork, integrity and compassion. The Office of Family Assistance (OFA) is responsible for the management of the child care program following the requirements of the federal Administration for Children and Families, Office of Child Care, which are set forth in the Child Care and Development Block Grant (CCDBG) Act of 2014. ODJFS follows an approved state plan in its administration of the state’s child care program. The child care program provides funding to providers who offer quality, affordable early care and education services to eligible families and in order to support economic self-sufficiency and the goals of Ohio’s commitment to early childhood development. Ohio’s programs and services related to child care have continued to grow over the last two decades. Currently, with expenditures of more than $600 million annually, Child Care is one of the largest programs administered by ODJFS. This growth is expected to continue into the foreseeable future. Along with this growth has come increased scrutiny and demand for enhanced services from a variety of groups, including legislators, parents, and providers of child care services. This drives the need for improved automation.Beginning in 2009, ODJFS’ Office of Family Assistance developed and implemented several systems to automate child care eligibility determination processes and to centralize payment issuance. A time and attendance system was introduced in 2010 to automate the collection of child attendance data at providers’ locations. These integrated changes led to increased efficiencies and statewide consistency.ODJFS works closely with the Department of Administrative (DAS) and the Office of Information Technology (OIT) in the management and oversight of these systems.Current Situation OverviewThe current Time and Attendance System (Ohio ECC) has been in use since September 2010. It followed the implementation of two ODJFS system modules that centralized the state’s child care eligibility determination process and the payment function for providers. These functions had previously been conducted by county agency staff following county payment processes.The Ohio ECC system uses a benefit card, issued to the parent, and a Point of Service (POS) device, issued to the provider, to record check-in and check-out times. This is accomplished by the caretaker swiping their benefit card through the POS device. Over 4 million transactions are processed each month for an average of 121,000 children served by 6,000 providers. The Ohio ECC system interfaces with ODJFS data on family/child eligibility, child-level authorizations, licensed providers, payment determinants, payment deductions and it calculates provider payments. The contractor sends the weekly payment calculation file to ODJFS for payment issuance via the state’s financial management system.The awarded contractor’s system must be able to track in/out times, apply different rates of payment, apply special payment determinants based on factors such as quality rating level and non-traditional hours, and deduct the co-pays made to the provider by the parent. Other processes needed include processing manual claims, calculation of payment adjustments, payment deductions, pending attendance and payment calculation data while a child’s eligibility is being determined and tracking of overpayments. The users of this system include approximately 6,000 child care providers in addition to state and county-level staff, caseworkers, help desk staff and technical staff who perform reporting, defect review and data analysis activities. They also access the system to correct or resolve issues relating to provider data and eligibility authorization issues, monitor the overall program and performing fraud investigation and overpayment recovery activities. County agency workers use the system to support their responsibilities for managing family eligibility, responding to provider inquiries and working with the public.General Scope and ObjectivesThe objective of this RFP is to procure hosted or cloud-based services from a Contractor who can provide a proven solution that can track child care attendance for children in Ohio’s publicly funded child care (PFCC) program. Provider businesses are located throughout the state and include centers, family homes and school-based programs. ODJFS is seeking proposals for a mobile, cloud-based solution that must interface with a host system to record attendance activities and calculate payments for child care services.This system must include the development and management of online attendance transaction processing, posting attendance transactions (including manual entry), payment calculation/processing, reporting, customer service support processes and financial services, including tracking and reconciliation, for Ohio’s PFCC program. The system must allow check in/check out using a mobile solution that records the attendance times and child-provider authorization combination. The Contractor is also required to provide a phone-based, interactive voice response system and Web-based access for the entry of attendance as a backup process/alternative method of data collection.The information collected from the attendance tracking system must be transmitted to ODJFS for the purposes of auditing the payment of subsidized services to the provider. Child authorization/attendance data must be matched against provider information to validate that the provider has a Contract with ODJFS, and as an active provider.The services to be provided under this Contract include but are not limited to:Interactive Voice Response Unit (IVR) for service authorization as a backup for all providers and possibly as an alternate time entry method;Web access to the Time and Attendance application for administrative functions, attendance tracking and training;Interactive Voice Response Unit (IVR) for customer service;Call center support for providers, State of Ohio employees, county workers and caretakers;Calculation of provider payments;Transmission of data to and from ODJFS;Systems administration functions via on-line screens for use by county and state administrators;Performance reporting on response time, outages and related operational Service Level Agreements;System reporting on attendance-time tracking, payment calculations, provider/program data and metrics for authorized children;Training programs and services for child care providers, caretakers, county, and state employees; andBusiness Resumption and Disaster Recovery to ensure minimal outages to devices and overall system.As part of the overall solution and its ongoing operations, the Contractor must develop and manage online attendance transaction processing, posting of attendance transactions (including manual entry), payment calculation and processing, reporting, IVR and call center customer service support, and financial services, including payment tracking and reconciliation and pending of attendance and payment calculations while a child’s eligibility is being determined for Ohio’s PFCC program. Organization of Requirements and Scope of this SupplementThe State has organized this Supplement and the requirements herein in the following general categories. Specific requirements are contained later in this Supplement.System Functional RequirementsSystem Technical RequirementsSystem Integration RequirementsCurrent System Data Conversion RequirementsOngoing Operations RequirementsChild Care Time and Attendance System - General ObjectivesVia this Supplement, the State seeks to identify an Offeror to implement and thereafter manage a hosted or cloud-based solution for use by ODJFS that must:This RFP is designed to receive responses for Services that must allow the State to implement the system, drive County adoption, and drive efficiencies with respect to ongoing operations, continued extension of the system and its use, refinement of the overall cost to conduct the overall foreclosure process; as well as drive higher levels of service for the users and beneficiaries of the system.Critical Implementation “Go-Live” RequirementsCRITICAL PROJECT “GO-LIVE” DATE: The project, in its entirety, must be delivered and in production, available for tracking of child care attendance for children in publicly funded child care (PFCC) and calculating payments including reconciliation and pending attendance and payment calculation no later than March 31, 2018.Offeror Response: Functionality DeliveredThe State has provided functional requirements in multiple categories (using a requirements matrix contained in Section REF _Ref473108509 \r \h 2.0 of this Supplement). The offeror’s response to the State, must address all requirements in the matrix. The State’s evaluation of responses will include the potential of any solution to support the accomplishment of the State’s goals. Additionally, the offeror’s response pricing must include all requirements. From a design and implementation perspective, requirements not listed in the matrix are out of scope for the project, but may be authorized by the State under a fully executed Amendment to this Contract at a later date pending the successful outcome of initial work and then current State preferences. No new or additional work shall be performed by the Contractor without the State’s written authorization to proceed under a change order and fully executed amendment to this Contract.As part of their response to this Supplement, the offeror must place an “X” in the column that is most reflective of the method to deliver the State’s required functionality using the following nomenclature:Matrix ColumnOfferor Response ConsiderationsBaseThose items that can be delivered as part of a base solution without any configuration or customization.Config(uration)Those items that can be delivered as part of the solution through configuration or administrator level graphical user interface driven configuration items, or other methods which do not require programming, scripting or development effort.CustomThose items that can be delivered as part of the configuration of a base installation through structured development methods or otherwise require custom programming or development effort, formal system and acceptance testing would be considered mandatory.Not Supported or RecommendedThose items that are not supported via the solution, or in the opinion of the offeror cannot be reasonably achieved over the time horizon of Initial Release or in a commercially reasonable or recommended manner (e.g., cost, time, platform, architecture, maintenance and other factors) Offeror Response: Effort Complexity IndicationOfferor must indicate (using the requirements matrix) an “X” in the column that is most reflective of the effort required to deliver the State’s required functionality:Effort / ComplexityOfferor Response ConsiderationsLowMinimal effort (i.e., less than 10 hours) of total effort to implement, verify and be ready for live production use.MediumMinimal to moderate effort (i.e., less than 40 hours) of total effort to implement, verify, test or validate and be ready for live production use.HighThose items that require structured development methods or otherwise require custom programming and development effort with moderate to extensive effort (i.e., more than 40 hours) of total effort to implement, test and be ready for live production use.Offeror Response: Comments and Narrative In addition, the State has provided as part of the Requirements Matrix a free form field labeled ‘Offeror Narrative’ that is designed to facilitate the offeror’s response to the requirements in such a manner as to convey any offeror considerations, showcase offeror capability to deliver or identify any offeror requirements on the State with regard to detailed requirements contained in the matrix. Offerors may include graphics, screen images or other text oriented verbiage in this column as they deem appropriate to offer the State a complete solution as required. System Functional RequirementsOrientation of Functional RequirementsThe Contractor must provide overall project management and assist ODJFS managers with coordinating staff assignments. The scope of the project systems design, analysis, configuration, testing, training implementation support and knowledge transfer.Requirements Confirmation and RefinementThe Contractor must develop and maintain a System Requirements Specification Document. This System Requirements Specification Document must include system functional, and non-functional requirements (e.g., quality attributes, legal and regulatory requirements, standards, performance requirements, and design constraints). The requirements covered in this RFP are the base requirements. They must be further refined to arrive at the detailed design requirements and traced throughout the system development life cycle. These detailed requirements must be traceable back to the requirements specified in the RFP. At a minimum the Contractor must:Conduct joint application design (JAD) sessions to finalize requirements and ensure that responses to all RFP requirements are acceptable to ODJFS; andEvaluate business model/process changes and approved changes to the current eligibility and payment system since the RFP release date and identify corresponding requirements.The specification for each requirement should include a means of measuring that the requirement has been satisfied. This measurement will be used to generate the necessary test cases for system and acceptance testing.Requirements Specification DocumentA cross-walk or map of each RFP requirement;A listing of any open change orders, as well as any requirements subsequently identified in JAD sessions related to any functions and processes;Identification of all internal and external interfaces; andLinkages across the business model and component functions.The Contractor must perform a detailed review and analysis of all requirements provided in the RFP and develop the detailed specifications required to implement the Child Care Time and Attendance Tracking System. The Contractor must complete activities consistent with its proposed methodology to accomplish the task objectives and meet all RFP requirements. The State prefers methodologies that allow the State multiple opportunities to validate requirements and design. This includes a desire to view rapid prototypes of requirements and design concepts, screens, content, and application flow. Prototypes do not necessarily need to become operational or be reused during development. Workflow and performance simulation within the design is also preferred. At a minimum, completion of this task must include the following activities:The Contractor must thoroughly review, validate, and update, if necessary, all requirements specified in this RFP. In addition, the Contractor must work with State staff to fully understand the scope, purpose, and implications of each requirement.The Contractor must thoroughly review all appropriate Ohio and Federal programs and policies. The Contractor may reference the Ohio Revised Code (ORC), Ohio Administrative Code (OAC), and other associated documentation as it pertains to Child Care Time and Attendance Tracking. Additionally, the Contractor must ensure that the System adheres to all applicable ODJFS and State of Ohio IT Policies. The Contractor must develop and maintain a requirements traceability matrix to track all requirements. Requirements must be tracked throughout the project from requirement specification through production implementation utilizing a tool approved by the State. The primary objective is to ensure continuity and detail tracking of requirements to system functionality.Definitive Requirements Traceability MatrixAll Requirements Contained in this SupplementAny additional alternative requirements that arise as a result of performing Requirements Confirmation and Refinement as agreed in writing with the State.Requirements Change Control ProcessThe Contractor must work with ODJFS to provide a change control process within the Change Management Plan. Change control is the formal process for identifying the impact of any change or correction that modifies scope, deliverables, timeframes, or resource allocations, and determining the disposition of the requested change or correction.The change control process could be initiated by events such as the following:Changes in federal and/or State legislation;Changes introduced by third party Contractor;Changes in ODJFS business processes or policies; andNew business requirements.The Contractor must work with ODJFS to implement and follow a change control process that must:Span the entire Project life cycle;Incorporate a formal change order process that:Provides a clear scope of what is included and excluded from each change order request;Delineates the system downtime required to implement any changes, if appropriate; Require the successful completion of regression testing before the implementation of the change;Incorporates multiple levels of priority for change orders (e.g., critical, must-have, desired, etc.).The Contractor must support the change control process by estimating impacts, investigating solutions, identifying alternatives, providing effective Project tracking tools, participating in the decision-making process, and implementing the agreed-upon solution. Also, provide and maintain a fully documented and automated change request tracking system for change order requests which must provide the following at a minimum:Control to monitor change orders;A process for reporting the status of all change requests;The ability for ODJFS to set and change priorities on individual change requests;A method to schedule a completion date provided by ODJFS for each change request.Functional Requirements MatrixFunctionality Delivered Through: (indicate with 'X')Effort Complexity (indicate with 'X')Offeror Narrative and ResponseReq. #Implementation AreaRequirement DescriptionBaseConfigCustomNot Supported or RecommendedHighMediumLowAttendance Tracking. The system must track all check-in and check-out transactions, transaction corrections, manual claims and adjustments for any child and must accurately process provider payments based on payment calculation determinants. AT 1Attendance TrackingThe system must enable provider attendance and payment calculations to be made daily, weekly, monthly or for any period specified.AT 2Attendance TrackingThe system must enable a person with the appropriate authorization to withhold, deduct or prorate deductions across a specified time period.AT 3Attendance TrackingThe system must enable an authorized person with appropriate access to authorize or deny transactions based on identifying information, verification of the available days, provider status and/or authorization status.AT 4Attendance TrackingThe system must track attendance data to the second.AT 5Attendance TrackingThe system must be able to track attendance data entered for a date in the past.AT 6Attendance TrackingThe system must collect and retain a history of all attendance transaction data for a minimum of seven (7) years.AT 7Attendance TrackingThe system must display an error message when an attempt is made to check in/out a child who is already checked in/out.AT 8Attendance TrackingThe system must compute the total number of hours and minutes that the child was in care, with the ability to summarize by any selected time period.AT 9Attendance TrackingThe system must alert and deny the user when an attempt is made to admit a child during an unauthorized time period or at an unauthorized program.AT 10Attendance TrackingThe system must track multiple check-in and checkout times per child per day as entered by the caretakerAT 11Attendance TrackingThe system must track the case number and child number for each childAT 12Attendance TrackingThe system must track child-specific copayments due to the providerAT 13Attendance TrackingThe system must track absent days for each child in accordance with child care policyAT 14Attendance TrackingThe system must track school out of session days for each child in accordance with child care policyAT 15Attendance TrackingThe system must track identifying information about the provider who manually enters, corrects or changes attendance dataAT 16Attendance TrackingThe system must track all denials of service with a code indicating reason for denialAT 17Attendance TrackingThe system must track a unique identifier for the mobile device recording the transactionAT 18Attendance TrackingThe Contractor must provide a means for the provider to dispute attendance transactions entered by a caretaker.AT 19Attendance TrackingThe Contractor must provide a method to enable the caretaker to change their access code through a mobile device, Help Desk or IVR.AT 20Attendance TrackingNotify ODJFS within one hour of experiencing or determining a problem exists with attendance tracking functionality.Mobile Devices. The Contractor must distribute mobile devices to all authorized providers. The Contractor must supply one (1) Mobile Device for every 50 children served by a provider, with additional devices to be provided with the 51st child, 101st child, etc. The Contractor is responsible for all charges relating to shipping, setup support, repair, and removal of devices. The Contractor must ensure that Mobile Devices are used only at authorized locations. Any required modifications to Mobile Device hardware and software requires JFS approval. The Contractor may charge the provider for Mobile Devices upon failure to return the device within 30 days for any reason. If the Mobile Device needs repair as a result of abuse or misuse, the Contractor may elect to charge the provider for a replacement. MD 1Mobile DevicesData must be erased completely from the mobile Devices before it is reused by a provider.MD 2Mobile DevicesThe mobile application must communicate from mobile device to host in real time.MD 3Mobile DevicesThe mobile device must indicate whether it is able to communicate with the Host Computer, or is in offline mode.MD 4Mobile DevicesThe mobile device must have the ability to store all transactions until connection is re-established. When connectivity is re-established following disconnection of a mobile device, the stored transactions must be forwarded to the hosted system.MD 5Mobile DevicesIn offline mode, the mobile device must have the ability to store all transactions until connection is re-established. When connectivity is re-established, the stored transactions must be synchronized with the host system. In this case, one entry shall be added to the daily transaction receipt containing the following data elements:1. A message indicating the transaction was saved offline and synchronized when connection was available.2. The mobile device ID (with all but the last 4 digits masked).3. The check-in/check-out indicator, indicating attendance type selected.4. The transaction time when check-in or check-out took place.5. The provider number.6. The case number and child numbers.7. The sequence number of saved transaction that shall be used to send information to host computer.8. The status of the transaction.MD 6Mobile DevicesThe mobile device must automatically receive software updates and configuration data from the Host Computer with minimal impact to device services.MD 7Mobile DevicesMobile device communication must be fully compliant with all current and relevant ISO standards for financial transactions.MD 8Mobile DevicesThe communication between the Contractors system and the mobile device must incorporate, at a minimum, 128-bit encryption.MD 9Mobile DevicesThe mobile device must conform to industry-standard security protocols to:1. Require a two-factor authentication.2. Resist device examination after theft.3. The mobile device must be fully compliant with all current and relevant ISO standards to prevent tampering, intruder attacks and other unauthorized use.MD 10Mobile DevicesThe Contractor must provide written notification within 10 business days to the provider and to JFS of the outcome of any investigation arising from a provider dispute or a complaint related to the deployment or use of the mobile device.MD 11Mobile DevicesThe contractor must provide help desk support for the devices.MD 12Mobile DevicesThe contractor must provide a replacement plan indicating when the devices will be replaced (i.e. every 3 years).Provider Mobile Applications. The Contractor must distribute the provider mobile application with high-quality user experience (UX) to all providers who serve publicly funded children. The Contractor is responsible for all charges related to these licenses, license updates and distribution. Any required modifications to applications, hardware and software requires the approval of ODJFS.PMA 1Provider Mobile ApplicationThe provider mobile application must validate that all data entry is complete and notify the caretaker of the result of the transaction.PMA 2Provider Mobile ApplicationThe system must be operational 24/7, except for downtime for scheduled maintenance as mutually agreed to by Contractor and ODJFS.PMA 3Provider Mobile ApplicationThe system must accommodate statewide check-in/checkout transaction activity during peak time periods.PMA 4Provider Mobile ApplicationThe mobile application must allow a caretaker to choose which child is being checked in or checked out.PMA 5Provider Mobile ApplicationThe mobile application must guide the caretaker through every step of the check-in/check-out process.PMA 6Provider Mobile ApplicationThe mobile application must display full-time, part-time, hourly, full-time plus hourly rates, and the current copayment amount by child or by family.PMA 7Provider Mobile ApplicationThe mobile application must require caretakers to use a password or a Personal Identification Number (PIN) that is four or more characters long, to complete a transaction.PMA 8Provider Mobile ApplicationThe mobile application must require providers to utilize a unique identifier/password and PIN to perform administrative functions.PMA 9Provider Mobile ApplicationThe mobile application equipment must have the ability to use a key pad for entry of account number and a pin for checking a child in/out when the client does not use a client mobile application.PMA 10Provider Mobile ApplicationThe mobile application must be able to track multiple account numbers and a password/pin for each individual that is authorized to check a child in/out. This is to accommodate multiple care givers that are picking up or dropping off the same child for care.PMA 11Provider Mobile ApplicationThe mobile application must display a message on the screen indicating transaction status.PMA 12Provider Mobile ApplicationThe mobile application must provide authorization status on demand.PMA 13Provider Mobile ApplicationThe mobile application must provide the capability for the provider to send push notifications to caretakers regarding program information.PMA 14Provider Mobile ApplicationThe mobile application must notify ODJFS within one hour of experiencing or determining a problem exists with the mobile application, whether isolated to the Contractor, ODJFS or provider or globally.PMA 15Provider Mobile ApplicationThe mobile application must provide reports to ODJFS on behavioral analytics so that ODJFS can determine the features that are being successfully exploited.PMA 16Provider Mobile ApplicationThe mobile application must provide ODJFS with performance monitoring features such as page load times and crash diagnostics.PMA 17Provider Mobile ApplicationThe Contractor must provide data analytics on use of the mobile application for purposes of ODJFS investigations of suspected fraudulent use.PMA 18Provider Mobile ApplicationAny application updates must be automatically available at no cost to caretakers.PMA 19Provider Mobile ApplicationThe mobile application must capture the latitude and longitude coordinate location during each check-in/check-out transaction.PMA 20Provider Mobile ApplicationThe mobile application must operate with the most current versions of the Operating Systems with a backward compatibility up to 5 minor (x.xx) releases back.Caretaker Mobile Applications. The Contractor must distribute the caretaker mobile applications with high-quality user experience (UX) to Apple, Android and Microsoft Windows App Stores and make them available to the caretakers who are eligible for benefits. The Contractor is responsible for all charges relating to these licenses, license updates and the distribution. Any required modifications to applications, hardware and software requires ODJFS approval. The mobile application for caretakers enables them to check-in and check-out children at the program location.CMA 1Caretaker Mobile ApplicationThe mobile application must support the following platforms: Google Android, Apple iOS and Microsoft Windows.CMA 2Caretaker Mobile ApplicationThe mobile application must require a unique identification for each authorized user and each child.CMA 3Caretaker Mobile ApplicationThe Contractor must provide an application demo for the mobile application that will help the caretaker to navigate through the application.CMA 4Caretaker Mobile ApplicationThe mobile application must validate that all data entry is complete, and notify the caretaker of the results of the transaction.CMA 5Caretaker Mobile ApplicationThe mobile application must allow a caretaker to choose which child is being checked in or checked out.CMA 6Caretaker Mobile ApplicationThe mobile application must be able to accept attendance transactions for a previous date.CMA 7Caretaker Mobile ApplicationThe mobile application must display full-time, part-time, hourly, full-time plus hourly rates, and the current copayment amount by child and by family.CMA 8Caretaker Mobile ApplicationThe mobile application must require a case number and a password for the authentication process for caretakers to access and utilize the system to perform check-in/check-out actions. Personal/unique identification criteria and access codes must comply with industry-standard security protocols.CMA 9Caretaker Mobile ApplicationThe mobile application and system must be able to track multiple account numbers and identification for each individual that is authorized to check a child in/out. This is to accommodate multiple caretakers that are picking up or dropping off the same child for care.CMA 10Caretaker Mobile ApplicationThe mobile application must display a message on the screen indicating transaction status.CMA 11Caretaker Mobile ApplicationThe mobile application must provide authorization status on demand.CMA 12Caretaker Mobile ApplicationThe mobile application must automatically receive software updates and configuration data from the host computer with minimal impact to services. If the caretaker uses an older version of the software then notify the caretaker to download the latest update and prevent the caretaker from using the caretaker application.CMA 13Caretaker Mobile ApplicationThe mobile application must have the capability to set reminders for date/timeCMA 14Caretaker Mobile ApplicationThe mobile application must have the capability to receive messages from the system or from the provider.CMA 15Caretaker Mobile ApplicationThe mobile application must provide access to the native map application on a device to enable caretakers to utilize map and directions functionsCMA 16Caretaker Mobile ApplicationThe mobile application must be able to display attendance history for the past 12 months.CMA 17Caretaker Mobile ApplicationThe mobile application must provide the capability to receive and process attendance for a day in the past, for an absent day or for a school out of session day.CMA 18Caretaker Mobile ApplicationNotify ODJFS within one hour of experiencing or determining a problem exists with the mobile application, whether isolated to the Contractor, ODJFS, caretaker or globally.CMA 19Caretaker Mobile ApplicationThe mobile application must provide reports to ODJFS on behavioral analytics so that ODJFS can determine the features that are being successfully exploited.CMA 20Caretaker Mobile ApplicationThe mobile application must provide ODJFS with performance monitoring features such as page load times and crash diagnostics.CMA 21Caretaker Mobile ApplicationThe Contractor must provide data analytics on use of the mobile application for purposes of ODJFS investigations of suspected fraudulent use.CMA 22Caretaker Mobile ApplicationApplication updates must be automatically available at no cost to caretakers.CMA 23Caretaker Mobile ApplicationThe mobile application must capture the latitude and longitude coordinate location during each check-in/check-out transaction.CMA 24Caretaker Mobile ApplicationThe mobile application must operate with the most current versions of the Operating Systems with a backward compatibility up to 5 minor (x.xx) releases back.Payment Calculations. The system must be able to collect all attendance data per child-provider combination, and calculate a payment to the provider for each child who received services.PC 1Payment CalculationThe system must have the ability to calculate a payment comprising data elements captured by the mobile application and the IVR. These elements include, but are not limited to:1. Service type (full-time, part-time, hourly, full-time plus hourly, pending)2. Age of child3. Provider differentials4. The copayment deduction5. Provider type6. Adjustments7. Discounts8. Deductions9. Absent Days and School Out of Session Days10. FeesPC 2Payment CalculationThe system must track erroneous payments.PC 3Payment CalculationThe system must retain payment calculation transactions for a minimum of 7 years.PC 4Payment CalculationThe system must provide payment data through the mobile application, the IVR, or the web.PC 5Payment CalculationThe system must interface with the ODJFS Eligibility and Authorization system. The system must capture pending eligibility, family copayment assignment and any provider-specific payment factor, such as child special needs waiver or non-traditional hours.PC 6Payment CalculationThe system must interface with the ODJFS Centralized Payment system.PC 7Payment CalculationThe system must capture provider rate information and payment ceiling information.PC 8Payment CalculationThe system must capture provider differentials related to accreditation or Step Up To Quality (SUTQ) rating status.PC 9Payment CalculationThe system must measure actual attendance against a child’s authorized benefits within the Eligibility and Authorization system.PC 10Payment CalculationThe system must be able to record attendance based on multiple pay source codes, and still calculate according to FT/PT/hourly if more than one pay source code occurs at same provider.PC 11Payment CalculationThe system must determine actual times of attendance for purposes of adding a non- traditional differential to the reimbursement calculation.PC 12Payment CalculationThe system must calculate actual hours of attendance within a week (Sun-Sat):1. Assign the type of pay (FT weekly, PT weekly, hourly or weekly plus hourly)2. Type of Provider (center, type A, type B, day camp or in-home aide)3. Age category of child (infant, toddler, preschool, school age, school age summer)4. County of residence for provider (for category of reimbursement maximum)PC 13Payment CalculationThe system must calculate the family copayment vs. the cost of care and deduct the copayment. If the result is zero or less, the system must indicate non-payment due to copayment being more than the cost of care.PC 14Payment CalculationThe system must interface with the ODJFS Eligibility and Authorization system to capture the case number, child ID, child age, provider ID that the child is authorized to and the child’s eligible care amount (hourly, PT, FT, greater than hourly) and: 1. Determine and track number of absent days and/or school out of session days a child has remaining. 2. Calculation must include using or excluding absent days and/or school out of session days reported by provider via the mobile application or IVR depending on the child’s authorized absent day and/or school out of session day allowance. 3. Absent days must have a set value (i.e., five hours) and if entered by the provider are allowable for specified holidays.4. Determine if a child meets criteria for a special needs five percent payment increase to be paid to the provider.5. Determine if a child meets the criteria for a 50 percent special needs payment increase to the provider.PC 15Payment CalculationNotify ODJFS within one hour of experiencing or determining a problem exists with payment processing functions.Interactive Voice Response (IVR). The system must offer an IVR function for use as an alternative data entry method. IVR 1IVRProvide automated response in English and Spanish. The Contractor must provide all translation services. ODJFS must approve all translations.IVR 2IVRProvide financial, attendance and general information through the use of touch-tone service 24 hours a day, 7 days a week.IVR 3IVRProvide help content via the IVR.IVR 4IVRProvide functionality to enable a caretaker to report attendance via the IVR.IVR 5IVRWhen used for attendance, school out of session and absent day reporting, the IVR must comply with all applicable requirements for the mobile solution, including those for login by using both the account number and PIN number.IVR 6IVRProvide the ability to expand the IVR and support Customer Service during peak business hours.IVR 7IVRObtain approval from the State on all automated responses and CSR call scripts.IVR 8IVRReceive data containing provider and caretaker information.IVR 9IVRUpdate IVR data daily.IVR 10IVRProvide accurate and controlled information based upon the State security requirements.IVR 11IVRAbility to quickly update or modify informational messages.IVR 12IVRProvide all programming, software and equipment necessary to maintain the IVR as required by the State.IVR 13IVRNotify the State within one hour of experiencing or determining a problem exists with the access to the IVR.IVR 14IVRMaintain a monthly IVR downtime log.IVR 15IVRMaintain a secured facility and limit access, ensuring the IVR and all data remains confidential.IVR 16IVRProvide reports as required by the State.IVR 17IVRAbility, with minimal effort, to opt out and speak directly to a customer service representative.IVR 18IVRProvide TTY/TDD capability for hearing impaired customers.Website. The system must provide a Web service to allow providers the ability to download attendance check in/out data for the purpose of uploading to a providers own attendance tracking system. The data download must allow selection of attendance and payment data for a period of time specified by the provider. The selection periods must allow extracting for an entire day, week or month by specifying a beginning and ending date. The data download must be able to provide at a minimum the current day’s transactions within one (1) hour of a check in/out activity. The web interface must provide secure access for log in by the provider and data transfer must be through standard SSL methods for data transfer between a web site and end user server or workstation.W 1WebsiteThe system must provide secure web access to payment calculation, provider roster, attendance information and absent and school out of session day data.W 2WebsiteThe system must provide training access to providers and caretakers.W 3WebsiteThe system must ensure secure login access and password features.W 4WebsiteThe system must be mobile-user friendly and include responsive design.W 5WebsiteThe system must provide information, such as:1. Frequently asked questions2. How to update personal information3. How to request history of transactionsW 6WebsiteThe system must display alerts on homepage, as appropriate.Caretaker and Provider Communications RequirementsODJFS must approve all ongoing communications to be distributed to providers and caretakers.Mailings. The Contractor will be responsible for all mailings and the cost of mailings to caretakers and providers for materials that provide information and related support for the use of the system services. The Contractor must provide, within the quoted cost of the solution, the ability for ODJFS to include a one-page insert for normal or regular mailings. ODJFS may request special mailings that are outside of regular mailings to providers and caretakers. ODJFS will be responsible for the design and printing of mailing inserts and will work with the Contractor to coordinate the delivery of munications/Marketing. The Contractor will be responsible for all mailings to caretakers and providers for materials that provide information and related support for the use of the services. These mailings must allow ODJFS the ability to provide inserts to be included with standard mailings to caretakers and providers. The Contractor must provide at no cost the ability for ODJFS to include a one-page insert for normal or regular mailings. ODJFS may request special mailings that are outside of regular mailings to providers and caretakers. ODJFS will be responsible for the design and printing of mailing inserts and will work with the Contractor to coordinate the delivery of inserts to the providers’ mailing addresses.Promotional Materials. During implementation and throughout operations, the Contractor must mail promotional materials to all active providers and caretakers. The promotional material must include information describing what the Time and Attendance system is, when it will be implemented and related information. The content of the promotional materials must be approved by ODJFS.Ongoing Communication. The Contractor must continue distribution of training material through the use of mailings, personal contact with providers, general communications after implementation. The Contractor communications with providers are to inform them about system enhancements, changes, and Frequently Asked Questions (FAQs). The Contractor must create and submit to ODJFS plans for conducting communications with caretakers and providers.Non-Publicly Funded Children ConsiderationsThe Contractor may also offer services to the Child Care Providers to manage time and attendance tracking for children who are not authorized for publicly funded child care. The Contractor will be responsible for establishing all agreements, training, support and the collection of fees and other costs for the purposes of providing time and attendance tracking for non-publicly funded children. All services and related costs for non-publicly funded attendance tracking will be outside the scope of this Contract. This Contract may not be utilized to subsidize the cost of such services, nor can such services subsidize the cost of performing the work in this Contract. System Reporting RequirementsA list of basic report requirements is located in Section 6.0. Additional reports, as well as changes in content and format to the existing reports, may be identified after Contract award and ad hoc reports may be requested during the term of the Contract.The Contractor must provide a variety of web-based reports related to: time tracking, payment calculation, operations and data interface activities. The Contractor must also provide the users with the ability to generate various reports related to the time and attendance tracking, payment calculation and other reports from the Contractor’s system.The Contractor must provide detailed reports to validate the Contractor’s monthly invoice submitted to the State for payment.The Contractor must provide the State with the ability to query the data stored in the Contractor’s system in order to generate ad hoc reports or gather statistics. Report generation must not impact system performance. Data must be no more than 24 hours old.For all required reports the Contractor must develop a Report Control Document (RCD) that defines the report’s audience, format, delivery method, description, etc.The RCDs must be updated within 15 days of changes to the report requirements.The Contractor must provide daily reports to ODJFS not later than 6:00 a.m. Eastern Time for the previous day’s activity.The Contractor must provide weekly reports to ODJFS not later than 6:00 a.m. Eastern Time on Mondays.System Technical RequirementsCurrent System Volumetric / Sizing InformationThe annual volumes and 6-year projection of approximately 46,771,265 million check-ins and check-outs is based upon historical data over the past five years and projected growth. ODJFS makes no guarantee however on annual or total volumes over the Contract period. Furthermore, Contractor must ensure that the time and attendance tracking system solution production and delivery is fully operational throughout the period of the Contract. Historical Number of Providers, Cases and ChildrenYearNumber of Providers PaidNumber of Eligible CasesNumber of Children Who Received Services20166979126,701178,20520157,227133,502179,78620147,860140,200180,61020139,307144,655181,667201211,840145,658180,638Historical Number of Licensed ProvidersYearChild Care CentersType A HomesType B Homes20164,1452263,28420154,1802353,48220144,1572383,74520134,1522495,52720124,3592478,134Historical Number of Annual Attendance TransactionsYearNumber of Transactions201646,306,383201546,814,810201446,138,455201347,326,359201247,270,318Performance, System Capacity and Responsiveness RequirementsThe time and attendance tracking system solution must provide sufficient capacity to meet annual volume needs of approximately 46,771,265 million, check-ins and check-outs per year as well as any growth in volume over the Contract period. ODJFS intends to Contract for a period of 8 years with a projected total volume over this period of approximately 46,771,265 million check-ins and check-outs. This Contract must include a unilateral option permitting ODJFS to exercise up to three (3) two (2) year renewal options. Such extensions, if exercised, shall continue all agreed upon Contract terms. The Offeror must propose a time and attendance tracking system solution that can achieve these anticipated volumes, as well as any growth in volume, and remain fully operational and supported by the Contractor throughout the period of the Contract.System Security Plan.The Contractor must develop a Child Care Time and Attendance Tracking System Security Plan. This plan must detail all methods of security, including all protocols and technologies used by the System based on the NIST 800-53 revision 4 security controls framework for a FIPS 199 System Security Category of Moderate. Transmitted data must be protected by FIPS 140-2 compliant modules and algorithms. This plan must include, among other things, details describing the system’s adherence to and compliance with the State’s and ODJFS’ security regulations, policies, and procedures, security aspects of the system’s physical architecture, detailed descriptions of all user access roles and their corresponding security levels. This plan must include a diagram(s) and explanation of the System security architecture. This plan must be developed through consultation and final approval of the plan by the ODJFS System Security Officer. The plan must be submitted to the State annually. All updates and revisions to the plan must be approved by the State.The Contractor must conduct, at least annually, security control assessments based on NIST 800-53 revision 4, by a third party auditing entity. The Contractor must provide a summary report of a third-party assessment of the security controls to the State.The plan must also conform to Supplement 2 the State Security, Privacy and Data Handling Requirements where applicable.System Security PlanSystem Deployment Plan.The Contractor must develop a Deployment Plan that details how the Child Care Time and Attendance Tracking System will be deployed to the user community. It must detail how the System interfaces will be implemented, identify user documentation and its deployment, identify system configuration requirements for interface data file transfers, and a plan for provider hardware distribution.System Deployment PlanArchitectural Component Procurement Plan for the Data File Interfaces. The Contractor must produce and maintain an Architectural Component Procurement Plan which details all hardware and software required for the Child Care Time and Attendance Tracking System that ODJFS may be required to purchase to support the data file interfaces. It is ODJFS’ intent that the solution will require minimal hardware and software to support the data file interfaces between the solution and ODJFS systems.If there is additional hardware or software that must be procured by the State to support the data file interfaces, this document must identify the detailed specifications (e.g., components, stock numbers, configurations, quantities, etc.) of all hardware and software components that ODJFS may require to support the proposed solution. The plan must identify the dates each component must be in operational status. ODJFS requires a 90-day lead time for component purchases and this procurement plan must identify the lead time for each component. All projected hardware/software order and availability dates must be reflected in the Child Care Time and Attendance Tracking System project plan.Architectural Component Procurement PlanTime Collection RequirementsThe Contractor must make available the application and hardware needed to allow caretakers and providers to successfully utilize the time and attendance system. The Contractor is responsible for ensuring that the application is available and easily accessible to families and providers and will maintain the cost of current software licenses. Any required modifications of the application require ODJFS approval.In offline mode, the mobile device must have the ability to store all transactions until connection is re- established. When connectivity is re-established, the stored transactions must be synchronized with the host system. In this case, one entry shall be added to the daily transaction receipt containing the following data elements:A message indicating the transaction was saved offline and synchronized when connection was availableThe mobile device ID (with all but the last 4 digits masked)The check-in/check-out indicator, indicating attendance type selectedThe transaction time when check-in or check-out took placeThe provider numberThe case number and child numbersThe sequence number of saved transaction that must be used to send information to host computerThe status of the transactionThe PIN must conform to industry-standard security protocols to:Encrypt in a physically secure deviceResist software or hardware tapping, interrogation, tampering and modification of the deviceResist diagnostic or maintenance proceduresResist device examination after theftPerform PIN translation in a physically secure environment, and store encryption keys so they are not accessible through unauthorized accessUtilize Key Exchange Keys (KEK) and PIN Encryption Keys (PEK).The mobile application must be fully compliant with all current and relevant ISO standards to prevent tampering and other unauthorized use.The Contractor must provide written notification within 10 business days to the provider and to ODJFS of the outcome of any investigation arising from a provider dispute or a complaint related to the deployment or use of the mobile application.System Integration RequirementsThe Contractor must develop and maintain a Detailed Data Interface Document. The Detailed Data Interface Document (DID) must be available in hardcopy and electronic media, in a format approved by ODJFS and must include:Resource requirements that detail time estimates for transaction and batch processes required for production;An identification of system files and processing architecture to support data interfaces;A general narrative of the flow of data interfaces to and from the system;A detailed description and diagram of the interfaces system architecture identifying how components are integrated to meet RFP requirements;A listing and brief description of each file;Final layouts for all interface files to include, at a minimum, file names, data element names, comprehensive data element dictionary with valid values, record length, record names and types, data validation rules for file data content and related processing to insure data integrity and quality; andApplication Programming Interfaces (APIs) used within the application to communicate with ODJFS for data interfaces or with external systems must also be defined.Security controls and protocols used to ensure Confidentiality, Integrity and Availability of the Interfaces (i.e., Encryption, Authentication, etc.).Detailed Data Interface Document. The Contractor must conduct walkthroughs of the Data Interface Document with the ODJFS Project Representative and technical resources during the development of the design specifications for the data interfaces to enable the State’s understanding of the system data file interface and processing.Operational DocumentationThe Contractor must prepare and maintain documentation for all functionality. The Contractor will be responsible for the production and distribution of all systems documentation upon implementation, and provide updates in a timely manner. The following are minimum requirements for the Child Care Time and Attendance Tracking System electronic documentation:The documentation must include on-line, context-sensitive help screens for all the System functions;User documentation must be written and organized in a manner that users can learn from reading the documentation how to operate the time and attendance system and perform all related functions;User documentation must be written in a procedural, step-by-step format;User manuals must contain a table of contents and an index;Descriptions of all error messages and the steps to correct such errors must be provided;Abbreviations and acronyms must be consistent throughout the documentation and defined in a glossary;Documentation must contain a list of valid values and descriptions for all data fields;Each user manual must contain illustrations depicting how to use the system;Use version control numbering with detailed history to reflect amendments and additions;Maintain dating history (i.e. date of issue, date of approval and/or date of implementation).Update documentation within 30 days of processes, procedures and system functionality changesSecure access to workflow documentation to prevent unauthorized municate proposed policy/procedure changes to State prior to implementation for State approvalEach user manual must contain a section describing all reports generated within system, which includes: The purpose of the report; definition of all fields in the report, including detailed explanations of calculations used to create all data and explanations of all subtotals and totals; and Illustrations of reports.Instructions for creating, accessing, or requesting reports;The Contractor must provide and maintain a Time and Attendance Tracking System Administration Manual detailing the business and technical functions and use of administration modules by ODJFS staff.The manual may be broken into smaller functional manuals for distribution to the appropriate roles that individuals may have.Operational DocumentationData Interface Operating ProceduresThe Contractor must work with ODJFS staff to develop operating procedures that define the relationships and responsibilities of the Contractor and ODJFS personnel for the Child Care Time and Attendance Tracking System. Minimum requirements are:Must be written in a procedural, step-by-step formatOperating procedures must be created and maintained in Word 2010 (or higher, consistent with ODJFS standards) and must be available online and provided on request to ODJFS on electronic media;Instructions for sequential functions must follow the flow of actual activity;Operating procedures must contain a table of contents, be indexed, and include an online search capability;Descriptions of error messages for all fields incurring edits must be presented;Definitions of codes used in various sections of a manual must be consistent;Mnemonics used in operating procedures must be identified and must be consistent with windows, screens, reports, and the data element dictionary;Abbreviations must be consistent throughout the documentation;Requirements for purging, archiving, backing up, and restoring required data; andOperating procedures must contain any reports used for balancing or other administration functions to monitor and ensure the system is performing as expected.Data Interface Operating ProceduresTime and Attendance Procedures ManualThe Contractor must develop and maintain a Time and Attendance Procedure Manual that contains detailed and up-to-date descriptions of Time and Attendance related workflows and business processes for providers, caretakers and data interfaces.Workflows provide step-by-step instructions for completing tasks at a detailed level. Business Process Flows provide a high level overview of how a particular business process works.Time and Attendance Procedures ManualODJFS Data Entity and Systems Integration RequirementsInterfacing to the proposed solution and back to ODJFS will be finalized during the systems design and configuration tasks. The following transaction definitions outline the basic types of data and formats that may be used to effectively transmit data between ODJFS and the solution. The format may be real time or daily batch type transmittal and will depend on ODJFS and the Contractor's agreement for the best method to facilitate data interfaces.Data Interface Entity formats for outbound data to the Time and Attendance solution can be found in an embedded file in Section 16.0 Reference and Informational Data, System Reporting RequirementsException and Anomaly ReportingThe system must produce an on-demand exception report in an electronic format for transactions for which there is an anomaly.Transaction DetailThe system must produce an on-demand attendance transaction detail report comparing actual to authorized times.Historical AttendanceThe system must provide a report of historical attendance data to a caretaker upon demand, this report must include transaction type (mobile application, IVR, or manually entered).Daily Activity ReportThe system must provide a daily detail report of:All new providers established. Providers terminated from the system.Weekly Summary Provider Report(s)The system must provide a weekly summary report of:Number of active providers by provider type.Number of new provider applications initiated. Number of provider applications deactivated. Number of new mobile applications installed.Provider applications which have had no activity for 5 consecutive days. County totals accessible to county, data for all counties and statewide totals accessible to the state.On-Demand Detail ReportThe system must provide on demand a detail report displaying:Provider number Provider name Provider typeReport shall be grouped by county, provider corporate parent, and provider, with county data accessible to county, and all county data and statewide totals accessible to the state.Weekly Caretaker/provider Report DetailThe system must provide a weekly detail report displaying:Applications issued, with case number and caretaker name and address; and date of authorizationApplications deactivated, with case number and caretaker name and address, and date of deactivation.Report is grouped by county with all counties and statewide totals accessible to the state.Administrative Access ReportThe system must provide an on-demand Administrative User Access List displaying state and county employees with administrative rightsWeekly Mail ReportThe Contractor must provide a weekly detail report of mail returned to the Contractor as undeliverable.Daily Assignment ReportThe system must provide a daily detail report displaying data on children assigned to a provider that has been terminated; which includes the following data:Child name, Caretaker name Date of authorization Authorization scheduleWeekly Help Desk ReportThe system must provide a weekly Help Desk call report displaying the following data:Caller nameName of caller Type of callerPhone number of callerNumber of rings before call was answered Date/time of callReason for call Call resolutionGrouped by county. State can view all data.On-Demand Call Log ReportThe Contractor must enable the following reports from provider call logs:Number of outstanding "open" tickets and service issues. Number of abandoned callsNumber of busy signals received.Number of tickets opened and closed. Number of disputed transactions.Average IVR hold time and dropped calls.System / Operations ReportThe system must provide a monthly report of the Host Computer up and down time.Daily Batch Processing ReportThe system must provide a daily batch processing report to be used by ODJFS and providers to ensure the complete and accurate transfer of data during batch processing. The daily batch processing report shall include a Summary Report by file transmission that provides a confirmation for the processing of the batch file(s). It shall contain summary verification data, including the total number of records received in the batch and the number of records by record type such as number of adds, changes, and deleted records. The report shall contain a summary of the transmission processing including number of records accepted and number of records rejected and a detailed listing of records rejected by a unique identifier, accompanied by a reason code and an explanation why the record was rejected.Weekly Payment Calculation ReportsThe system must provide weekly payment calculation detail reports by provider, case number, and child number.Payment Detail ReportThe system must provide monthly payment data detail reports displaying hours, rate, and copayment amounts by caretaker and child. County data to be viewable by counties, all county data and statewide totals to state.Provider Payment Summary ReportThe system must provide a monthly summary report displaying provider payments in full time, part time, and hourly units, grouped by provider type. County data to be viewable by counties, all county data and statewide totals to state.Weekly Payment ReportsThe system must provide a detail report of payment data, displaying provider payments in full time, part time, and hourly units, grouped by provider, caretaker, and child. County data to be viewable by counties, all county data and statewide totals by state.Current System Data Conversion RequirementsAt the time of implementation, the Contractor must be able to accept a number of files sent from ODJFS containing program data that is used in payment calculation. These files contain information such as the following: child ID, caretaker ID, provider ID, child eligibility/authorization data, pending eligibility, reference tables, manual claims and adjustment data, absent day and school out-of-session data.These files and all conversion data needed will be reviewed in detail during design and system analysis meetings.Ongoing Operations RequirementsOperations Staffing PlanThe offeror must provide a staffing plan that identifies all personnel by position required to operate the Time and Attendance System after implementation. The Staffing Plan must show each individual’s responsibilities on the Project. The State also requires a Staffing Plan that matches the proposed Project Key Team Members and qualifications to the Time and Attendance operation activities.The offeror must submit an organization chart that clearly defines reporting relationships within the project team operating the Time and Attendance system. The offeror must provide descriptive narrative indicating the role and responsibility of each resource or entity identified on the organization chart.Additionally, the plan must have the following information:A contingency plan that shows the ability to add more staff if needed to meet the Project's due date(s).A description of the offeror's ability to provide qualified replacement personnel.General Requirements: Hosted/Cloud Software SolutionThe Hosted/Cloud Software Solution must be hosted, operated and maintained by the Contractor as to adhere to the following Requirements and Service Level Agreements:All data and access to the system must strictly adhere to Ohio Executive Order 2011-12K, which, in general is a prohibition on offshoring any State data or processes.All State data must reside on a Federal Risk and Management Program (FEDRAMP) certified platforms that are FEDRAMP IAAS/SAAS Authorized with FEDRAMP Impact Level: Moderate or HigherAll data access, security, privacy and data handling requirements must be adhered to as contained in this Supplement and as applicable, the requirements of Supplement 2 the State Security, Privacy and Data Handling Requirements.System Environment RequirementsBased on the State’s typical systems development lifecycle, inclusive of ongoing operations and maintenance activities, the State has developed a set of Systems Environments that are required to support the initial implementation of the system and its ongoing use.Offerors are encouraged to consider the merits of these Systems Environments and propose (if feasible and advisable) managing these environments to drive availability, releases, efficiency, cost, State licenses and other consolidation/optimizations. Should the State agree with such approaches, the Offeror, as Contractor must perform the consolidation/optimizations as contracted. As part of the end-to-end project and ongoing service, the Contractor must include the management and maintenance, encompassing deployment/management, testing and training environments for the instances of the State Applications and supporting evolutions as required to support the State in the context of operating the system and comply with State laws and Federal guidelines. The table below reflects the State’s requirements in terms of environments. To the extent the Offeror wishes to suggest alternatives based upon Contractor and Industry best-practices, the Offeror may do so in their response to this section.EnvironmentSolutionDemo / Sandbox / Proof of ConceptPatch Testing/StagingDevelopment & ConfigurationQuality Assurance/ TestingAcceptance TestingProductionTraining DeliveryDescriptions of the instances are as follows:Demo/Sandbox/PoC: This is the instance delivered by the Contractor for diagnostic purposes. All patches and bundles must be applied to this instance. No customizations, modifications or configurations must be made to this instance. Patch Testing/Staging: This instance is for developers to test Contractor delivered bundles and fixes.Development & Configuration: All development activity including customizations, modifications or configurations must be made in this instance as needed.Quality Assurance / Testing: This instance allows testers and pilot users to test the customizations, modifications or configurations made to the application before any changes are migrated to Production. This instance must be used for User Acceptance Testing and all forms of integration testing. Acceptance Testing: This instance allows State testers and pilot users to assess production acceptance issues and for performance testing. Production: This is the main transactional instance for the State Application.Training Delivery: This instance is used for classroom and web-based training.Other replicas of these environments to support SDLC activities and other efforts upon the request of the State.Production/Version Control and Release ManagementThe Contractor will be responsible for working with the State and executing the production deployment and roll-out of any Release Package or Application to the State’s software environment. Releases shall include (at a minimum): new application(s) inclusive of Contractor developed applications; 3rd party developed or licensed software extensions; State integrations (ESB or File-Based); production batch or scheduled job streams; and related software reports, interfaces, conversions, forms, workflows or extensions (RICEFW).Production deployment includes software deployment to the production instance of software and (if applicable) interfaces to production tools and systems that orchestrate, manage, report or control those devices and services managed by the Service, identification of interfaces and any required conversions/migrations, installation of server software, and any required testing to achieve the proper roll-out of the Release Package software. As part of this Service, the Contractor must:Establish for the State and thereafter comply with and enforce a repeatable State software implementation and deployment procedure. This may include laboratory testing, migration procedures, the use of any pre-production or pseudo-production environment prior to production migration;For each release, submit to the State, for the State’s approval, a written deployment plan describing Contractor’s plan to manage each such implementation. The tasks and activities to be performed by Contractor as part of software production deployment services; Establish and follow procedures and automated software versioning mechanism(s) to ensure that the entire contents of a release, following State acceptance or authorization to implement to a production environment, are complete and maintain all elements that comprise the defined Release Package and the then current production version of the software prior to deployment of the Release Package;Develop, prepare and test emergency back out or roll back procedures to return the production system to its pre-deployment State as it pertains to correcting an errant, erroneous or defective deployment of a Release Package to the production environment inclusive of all code, data, middleware, infrastructure, tables and parameters;If, in the mutual opinion of the State and Contractor, the deployment of a Release package to the production environment is errant, erroneous or otherwise defective, implement back-out or rollback procedures in their entirety upon the written authorization or direction of the State. If required, convert electronic data into a format to be used by the new solution using a data conversion program;Conduct production pilot(s) (including “day in the life” simulations) and fine tune solution as mutually agreed with the State as appropriate;Compile and maintain solution issue lists;Conduct post Production Deployment quality and progress reviews with appropriate State personnel, and (if requested by the State) State Systems Integrator/Contractor;Develop, and thereafter maintain and make available to the State, a knowledge base of documentation gathered throughout the Release Package’s life and allow for re-use of such documentation for future Projects; andEstablish a performance baseline for the impacted business systems, and where appropriate document requirements for future enhancement of the business systems implemented as part of a future Project or Authorized Work.Break/Fix SupportThe Contractor must: Track, monitor and provide remediation for solution defects and incidents requiring system configuration or in-scope environment code or configuration changes arising from the application of any of software, State Contracted RICEFW enhancements to the State’s software platform and Agency integrations;Address any incompatibilities, inconsistencies or erroneous processing introduced to the State’s software platform and Agency applications that arise from any production release, patch, update, upgrade or change in code or configuration values;Identify and implement required system or configuration changes to address solution defects; Test configuration changes to confirm resolution of defects;Support the State in performing applicable acceptance testing or review of any changes arising as a result of break/fix or patch/release Contractor responsibilities; andEnsure compliance with any State Security/Privacy requirements or software mandated patches or system levels to the extent and system enhancement turnaround time required given the nature of the security mandate and report to the State in writing any risks or issues that the Contractor becomes aware of in providing Service to the State. For example: patches designed to address immediate or active Security issues may be scheduled for a near-real-time release, where other less pressing releases may be implemented during a scheduled maintenance or outage period.Maintain solution documentation (technical specifications and testing documentation) as well as a compendium of common problems, root causes and remedy to aid in the identification and remediation of underlying system incidents.Problem Management ServicesProblem Management identifies and resolves the root causes of service disruptions. As part of delivery of the Service the Contractor must:Perform Root Cause Analysis and identification;Develop and Submit Request for Changes to correct problems with State Applications;Prioritize resources required for resolution based on business need; andUpdate the knowledge base with revised operating procedures and conventions upon resolution of problems.Analyze trends and participating in the State continuous improvement process striving to enhance its operations and identifying continuous improvement ideas. Share applicable best practices that may improve the State processes and enabling technologies. Conduct periodic knowledge exchanges between Contractor team and the State designated individuals.Assist with implementing the State defined IT control requirements including updating security matrix spreadsheets, and implementing Supported server and Systems software configurations for access control.Software and Application Licensing, Capacity Planning and MonitoringThe Contractor must:Review the State growth plans during quarterly service review meetings, and if requested due to an unforeseen requirement, participate in the required number of ad-hoc reviews coincident with these new requirements and software application needs to correctly plan for licensing and capacity – periodic capacity increases as well as burst requirements. Monitor software and State application usage and capacity, forecast capacity and review with the State Infrastructure Management on a quarterly basis.The State will: Project future software based trends and capacity requirements in conjunction with receipt of Contractor provided capacity usage reports, and in consultation with the Contractor, for new Projects and provide such information to the Contractor as it pertains to the Services;Review software system performance, licensing and capacity and throughput for new applications before promotion into the production environment to resolve any overcapacity situations.Job and Interface Execution / Production ControlThe Contractor must develop with the State and thereafter maintain an operational “Run Book” to manage the scheduling of respective production operations, interfaces, scheduled and routine jobs and reports. In general, these functions are executed on a daily, weekly and monthly basis co-incident with Agency processing and close periods and business cycles. The Contractor must develop and assume this run book as part of operational responsibilities for any application that is within the scope of the Contractor provided service.The Run Book must: Provide a high-level overview of the processes requiring State involvement (e.g., Change Management, Problem Management); Outline the current operating schedule for major production and operational schedules which include jobs, processing, report generation, interfaces and other regularly scheduled and routine tasks associated with the Offeror performing services in this area;Be used by the Contractor to provide the Services; Identify the Contractor/State interaction process dependencies and roles; and Describe how the State and the Contractor will interact during the Term. The Contractor must use the then current processes and procedures existing as of, and delivered to the Contractor to the extent that such processes and procedures are applicable to the new operating environment. The Contractor must:Assign an individual to be the single point of contact to the State for the Run Book development and maintenance;Provide the proposed table of contents and format for the Run Book for the State review and approval;Develop and provide the draft Run Book, which must be customized by the Contractor to reflect the process interfaces (interaction between parties, roles responsibilities, timing and the like) between the State and Contractor;Review the State feedback and revise the draft Run Book to incorporate mutually agreed changes and regular optimizations;Provide the current version of the Run Book to the State for its use, which must not be unreasonably withheld; Conduct process maturity assessments, identify process inhibitors, and propose process improvements to the State, as required;Jointly review the Run Book on a quarterly basis or more frequently, as required, and update and maintain the Run Book accordingly; andProvide appropriate State employees and Contractors with access to the Run Book, as required.The State will:Assign an individual to be the single point of contact for the Run Book review and approval;Review and approve the proposed table of contents and format for the Run Book;Review and provide documentation containing the State’s comments, questions and proposed changes to the draft Run Book;Acknowledge receipt of the final version of the Run Book and provide acceptance and approval, which will not be unreasonably withheld;Identify process inhibitors and propose process improvements to the Contractor, as appropriate;Jointly review the Run Book on a quarterly basis or more frequently, as required.Software Platform System Management and AdministrationThe Contractor must:Software platform-level administration, reporting, and support. software platform support does not include Level 1 and Business Level 2 help desk functions (i.e., end-user facing), but only those Level 2 and 3 items (i.e., technical, integration and application/code based functions) that are specific to software and Agency integrations within the Contracted scope of Services;Coordinate the installation, testing, operation, troubleshooting and maintaining of the software.Identify and test packaging patches and other updates associated with supported software, as well as supporting additional security-related fixes associated with the Systems software.Manage the security functions related to the software including administrative access and passwords (i.e., users with root, admin, administrator, DBA or low-level read/write access) and the related security controls to maintain the integrity of the software, based on the State’s security standards.Configure and maintain systems managed by the Contractor for network and remote access.Provide advisory services to support the software administration and developer access services and roles.Review supported software administration, set-up and configurationSupport performance tuning of State application elements and perform performance tuning on software elementsThe State will:Assist the Contractor in developing procedures for handling all planned and unplanned outages affecting the software Platform and State Applications including review, approval, communication and proper documentation; andNotify the Contractor of any planned or emergency changes to the State’s environment affecting the Contractor's delivery of the Services.Support of State in Application Changes, Updates and UpgradesThe Contractor must support the State in the incorporation of Contractor provided changes, updates or upgrades to the Contractor provided software platform that includes:Supporting the State in re-testing or validating State specified RICEFW objects coincident with: major and minor system releases; updates; upgrades; or changes to the system, system software or changes to technology infrastructure components (e.g., server, operating system, database, storage and network elements); Application Break/Fix responsibility and Minor Enhancements to State specified RICEFW objects as they relate to changes, updates or upgrades;Migration to Production of applications once meeting the State’s acceptance criteria and receiving direction from the State to migrate the application (or application elements) to Production;Environment refresh services for non-Production and quasi-Production uses that support Contractor or State development, testing, training, validation, Production or DR use;System change management and Production version control that ensures that all required changes to data, interfaces, configuration values, code, reports and other solution elements required to perform in the State environment are tracked, under version control and are consistent with the use and operation of the system; andReview of system usage, performance and reliability reports and collaboration with State Infrastructure Staff to drive system usability, reliability and performance following the introduction of any Change, Update or Upgrade to the system.Major/Minor Upgrades (Ongoing)Release upgrades for packaged software are initiated through periodic releases by software as Major or Minor releases. The State requires that the Contractor lead and coordinate efforts to analyze, install/apply, test/verify and utilize State specified RICEFW objects to these releases in the Contractor provided environment. As the State is dependent on software and is responsible for State infrastructure operations, this coordination and leadership must be well defined and executed so that the State can realize the benefits of a release while not introducing any service impacting or application or integration related issues.Further, the State understands the importance of software major and minor upgrades to its overall capabilities in support of the State’s mission and in particular over the life a multi-year Contract and is committed to maintaining the Services to the State via the Contractor software platform and related service at the most current proven release at all times, unless the State provides a written exception. The Contractor must maintain ongoing compliance with software requirements, standards and conventions for maintenance of the software platform and Agency applications and Contractor-provided elements that comprise these Agency or Enterprise software-based systems.The Contractor is to comply with the following requirements:The State’s requirement is to always operate on a set of Application and Technical Infrastructure components that are on the current software release and support model and terms as provided by software;As part of annual planning and coincident with monthly project review meetings, the Contractor is to inform the State in writing of any components that are moving beyond a current support model or would rendered unusable as a result of an upcoming release and present a plan to implement the required updates in a controlled manner to the applicable State environment(s) to maintain compliance software support models;Based on review of any upgrade or update plan (inclusive of all elements required to effectively manage, resource, test, validate and implement the change as outlined elsewhere in this statement of work, the State and the Contractor will schedule a mutually agreeable upgrade / update effort and authorize the Contractor to perform these upgrade services to maintain the required support model; Upgrade and update efforts must factor any regularly scheduled batch processing or system availability as well as any seasonal processing requirements and should be scheduled to maintain compliance with system availability in consideration of then prevailing development release or production schedule; The Contractor will be responsible for the design, development, and implementation of the Minor/Major enhancements in the State environments including requirements/design discussions, applicable conference room pilots, design review/signoff, document design specification, document and execute unit and integration/interface tests, support of the State in executing UAT;The Contractor must support the State in the planning and deployment of periodic releases of non-emergency patches and enhancements (e.g., test new functionality, regression test entire application, document release notes, coordinate with the State for end user change management/communication) as well as perform these responsibilities for all Contractor developed elements for the State;The Contractor must be capable of verifying and accepting enhancements not developed by the Contractor (e.g., review designs, execute tests, migration to production);All System Enhancements must be performed in accordance with the appropriate software development lifecycle procedures in this Supplement; andFor any applicable code based deliverables that are accepted by the State or otherwise placed in commercial use, the Contractor must provide an electronic copy of all source and executable code elements to the State as part of the deployment of the element’s introduction to production or commercial use.Notwithstanding Major and Minor Upgrade enhancement requirements as outlined above, the Contractor has an obligation to maintain all software elements in keeping with a current support and in accordance with agreed procedures associated with the minimization of exposure to viruses, malicious software (malware), security holes or flaws, incompatibility issues, software patch currency, technical updates, corrections and other elements that directly influence the warrantee, support, performance and ongoing upgradeability of underlying software and State specified RICEFW objects of the software platform service.Upgrades and updates must be scheduled in such a manner as to minimize disruption, capital requirements and risk to the State while balancing Contractor staffing availability and synergies as to affect to the extent possible a seamless and overall consistent upgrade approach and staffing and leverage pricing, staffing, personnel and overall management synergies to the extent possible. The Contractor must propose fixed pricing for performance of these upgrades, based on the project resource or run resource rate cards and in keeping with the timing considerations outlined herein that is applicable to the overall term of the agreement.System/Environment Administration SupportThe Contractor must: Perform software and ITSM technical activities (e.g., incident, problem and change processes) including but not limited to: system code/object migrations, patch implementations, log administration, data copies and exports, interfaces (both service bus based and file based) and scheduled reporting, and responsibility for incident resolution such that migrations into production must be executed at agreed periodic intervals and other production changes must be scheduled during a scheduled maintenance window.Perform environment/supported software environment and database tuning, code restructuring, and provide tools and other efforts to help improve the efficiency and reliability of environments and to help reduce ongoing maintenance requirements.Provide appropriate Contractor-related data for periodic State analysis and review of resources deployed for preventive maintenance and planning preventive maintenance.Monitor and analyze trends to identify potential issues and follow-up on recurring problems.Install software and related software application upgrades and enhancements for updates or revisions (i.e. 1.x, where x is the update/revision) as necessary to maintain the operability of the Services and implement technology changes (e.g., Systems software upgrades or new scheduling software). Included in the scope of such adaptive development work is testing new interfaces to State applications. Update access and parameter or environment configurations contained within in-scope environments, where applicable.Generate and provide access to the State to daily production control and scheduling reports, including the production of monthly summary reports that track the progress of the Contractor’s performance of work.Provide timely responses to State requests for information and reports necessary to provide updates to the State business units and stakeholders.Perform batch monitoring and restart inclusive of verification of batch jobs and interfaces (ESB and File based) start and complete as scheduled, monitoring and restart of scheduled production batch jobs and resolution of batch scheduling conflicts;Monitor scheduler related incidents and develop and recommend changes to a scheduler database;Schedule batch jobs, as requested by the State, that require expedited execution; andSupport production staff (both the State and Contractor) to create and adapt IT operational processes and procedures related to the in-scope environments.Program Management & Master Release CalendarThe Contractor must develop and thereafter publish and follow a Master Release Plan and support the State in the development, maintenance and publication of a Master Release Calendar that includes a schedule (with dates) including: Major/Minor and Scheduled Releases, Upgrades, Updates and Enhancements;Implementation of Projects, Minor Enhancements or Discretionary Work;Scheduled Maintenance Windows and Planned Outages;Major and Minor Project Key Dates (i.e., Start, SDLC Gate Completion, Production Release, Completion) whether Contractor delivered or otherwise; andOther pertinent dates that require end-user notification or coordination.Minor Change and Enhancement ServicesBased on the State’s experience with the management and ongoing operations of enterprise software environments, the State is requiring the Contractor to provide the capability to address minor alterations or enhancements (generally less than one month of duration per occurrence inclusive of analysis, design, construction, testing and implementation tasks, but extendable to larger efforts at the mutual agreement of the State and Contractor) to software within the scope of the Services that arise as a result of legal, regulatory, mandates or changes to the State’s business. Due to the sporadic nature of these requirements (e.g., minor display field changes, edits, reports, etc.), the State may require the Contractor to provide these services as needed.Ad-hoc requests generally require no extensive modification, configuration, or customization of the software environments (e.g., cosmetic enhancements, maintenance of configuration values, simple reports/views).Routine tracking procedures must provide visibility of all ad-hoc requests to the State Authorized service representative. The Contractor and the State will develop a prioritization approach for ad-hoc requests based upon business impact and document such process as mutually agreed.Environment Backup and Restoration ServicesFor each software environment within the scope of the Contractor’s Service, the Contractor must perform backup processes as follows:TypeDescriptionScheduled TimingBaselinePre-production imageOnceDaily Incremental FilesData changes during the periodDailyFull Data FilesAll resident data filesWeekly (weekend)Pre-Production InitiationsAll initiation files during the Production introduction/implementation periodDailySoftware Platform and Related Commercial Software All software configuration files and related Commercial softwareMonthlyDatabaseAll DatabasesWeekly (weekend)Full Back-up CopyAt request of State when a change is made to a State system a copy must be made before the change.As neededThe Contractor must maintain backup retention periods as followsDescriptionRetention PeriodBaselineUntil first annual + 1 monthDaily6 DaysWeekly4 WeeksMonthly12 MonthsAnnual7 YearsUpon any return of Contractor created backup images or machine readable media of State data, Contractor must provide any encryption keys, passwords, hardware decryption keys (e.g., dongles) as necessary to decrypt the data and restore the data.Support of State Disaster RecoveryThe Contractor must work with the State, and be responsible for the development, maintenance and testing of Disaster Recovery Plan for its software platform and to the extent practicable under the capabilities and conventions of software as a platform/cloud service. The Disaster Recovery Plan must document the sequence of events to follow in the circumstance that an internal or external interruption impacts Services provided to the State software user community that may arise as a result of failure of one of more elements that comprise the State’s software environment including, but not limited to: infrastructure, hardware, software, interfaces, networks, software provided elements, and the like.The Disaster Recovery Plan must be developed in consultation with the State and in adherence to the State IT policies provided herein. The activities of the Disaster Recovery Plan are intended to reduced or minimize downtime of the platform, interruption of employee work schedules, and financial exposures for the State and Contractor.The Disaster Recovery 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.Disaster Recovery PlanningTo the extent agreed appropriate, participating in planning sessions, testing review sessions and other meeting activities during the term of the Contract.Support implementation of disaster recovery plans as agreed based upon the following principles:Utilize the software provided alternate disaster recovery capabilities which are adequate to process the State’s transactions and to provide systems access to end-user personnel during an outage period;Transfer of operations to this alternate site to occur within 24 hours of failure of primary location;Transfer of the State data, configuration and user access to this site is to occur within 24 hours of failure;Restoration of primary operations site operations (once available) within 24 hours; andNotification of the State regarding primary site failure within 60 minutes, and intent to migrate to alternate site within 4 hours of failure.Annual Disaster Recovery Rehearsal and TestingThe Contractor must:Establish joint test objectives with the State designed to verify that State software will be available within the agreed upon timeframes contained in the mutually agreed disaster and business continuity plan.Schedule and rehearse and test components of the disaster recovery and business continuity plans relating to the in-scope software and service elements at least annually in cooperation with the State, its designees, any testing and recovery providers and relevant State third party Contractors no less frequently than annually.Design and implement these services to allow for the State and Contractor to continue to operate and manage the Services during periodic disaster recovery tests. Notify the State as soon as practicable upon becoming aware of a disaster affecting the Services.Perform necessary migrations of the software code and data as required to reinstate the in-scope Applications so that they are functional at a backup location provided by the Contractor in accordance with the procedures set forth in the engagement practices and relevant Statements of Work;Coordinate with the State to support the reinstatement of the in-scope Applications at such backup location; andMaintain provision of the Services for unaffected areas.Service Restoration Following DisastersFollowing any disaster, in consultation with the State, the Contractor must: Reinstall any in-scope Applications affected by such disaster in accordance with the process for such re-installation set forth in the mutually agreed disaster recovery plan and business continuity plan.Conduct a post-disaster meeting with the State for the purpose of developing plans to mitigate the adverse impact of future occurrences.To the extent applicable to the in-scope Applications, maintaining compliance with the disaster recovery policies, standards, and procedures contained in the mutually agreed disaster recovery and business continuity plan.System Incidents and ResolutionThe Contractor must provide all technical support. Incident notification and resolution must be within the timeframes identified in the RFP, unless otherwise agreed upon by the State. The Contractor must provide the State with documentation of all incidents and resolutions implemented within five (5) business days or agreed upon time.The Contractor must use the following definitions of resolution priority for application defects discovered during production:Urgent: issue/problem has caused, or has potential to cause, the entire system to go down or to become unavailable; reported via e-mail and phone or pager immediately on a 24 hour per day schedule; High: issue/problem directly affects the public, or a large number of stakeholders are prevented from using the system. High-priority problems include those that render a site unable to function, make key functions of the system inoperable, significantly slow processing of data, severely impact multiple stakeholders, lead to federal penalties, misdirect transactions, or severely corrupt data; reported via e-mail and phone or pager immediately on a 24 hour per day schedule;Medium: Medium-priority problems include those errors that render minor and non- critical functions of the system inoperable or unstable, and other problems that prevent stakeholders or administrators from performing some of their tasks; reported via e-mail within two business hours;Low: all service requests and other problems that prevent a stakeholder from performing some tasks, but in situations where a workaround is available; reported via e-mail within two business hours.The Contractor must review and diagnose all urgent and high-priority problems within two hours of receipt of the problem report. The Contractor must review and diagnose all medium- and low-priority problems within four hours of receipt of the problem report.The Contractor must provide ODJFS an analysis utilizing the approved change management process of the diagnosis, solution, and the anticipated completion date/time. ODJFS will provide approval for the Contractor to begin work on the defined solution for all urgent and high- priority problems.The Contractor must correct system fatal errors and abnormal ends, and software defects causing such problems. On-line fatal errors and abnormal ends must be corrected within 24 hours from the time that the problem occurs unless the ODJFS Project Representative has approved additional time for corrective action. Processes that end abnormally and negatively impact on-line availability and transaction processing must be fixed immediately.The Contractor must fix all application defects unless the Contractor is not authorized to fix the defect. All defect resolution will have to be approved by ODJFS.Whenever an operational problem results in inaccuracy, data corruption, delay or interruption of online availability, or delays in transaction processing, reports or other output, the Contractor must immediately notify the ODJFS Project Representative or his/her designee. This notification must include distributing information to the Child Care Time and Attendance Tracking Call center, subject-matter experts, and to ODJFS staff via a daily production status report. The notification must include a description of the problem, the expected impact on operational functions, a corrective action plan, and expected time of problem resolution;Upon correction of the problem, notify the ODJFS Project Representative or designee that the problem is resolved.Data Management Functions. The Contractor must establish policies and procedures, to process and manage all data files generated, transmitted and received by the Contractor. Scheduled times for file transmissions will be agreed upon between Contractor and ODJFS and will be subject to the terms of the Service Level Agreement as shown in Section 11.0 of this document.The Contractor must: Develop Interface Control Documents (ICD) for all interface data files.Provide recoverability of all data files, if they are accidentally deleted, corrupted, or a file is incorrectly transmitted or received, by performing backups. The time frames for recoverability will be determined by the State.Ensure security and data integrity of all data files during a transfer, by using a version of Connect Direct that is compatible with the State.Ensure security and data integrity of all data files during a file transfer through approved state encryption methods. Ensure security of all data files, by keeping the files safe from corruption, providing controlled access to data files and using encryption whenever appropriate.Ensure timely processing, by providing updates to State interfaces with new and changed information within required timeframes to be determined by the State.Ensure timely processing, by implementing automated quality assurance standards, to validate data and discover inconsistencies and other anomalies of the data files.Provide technical support, by providing access to support personnel, 24 hours a day, 7 days a week to answer calls and make immediate decisions regarding production issues.Retain all data files according to the agreed upon standards and schedules.Coordinate the timing for processing interface files and posting updates to eliminate the potential for the occurrence of denial messages at the provider program.Coordinate the timing for processing interface files, posting updates to eliminate the potential for the occurrence of denial messages at the provider‘s facility.Define a communication plan to establish corrective actions and resolution of data transfer errors. The plan must include:Names and contact information for production control personnel;Notification of a ODJFS systems administrator when a predetermined threshold of errors has occurred during a batch or real time data transfer;Documentation defining the file transfer procedure and indicating actions to be taken when errors are found; andThe file transfer schedule.Provide a daily batch processing report to ODJFS and providers, to ensure the complete and accurate transfer of data during batch processing. The daily batch processing report must include, at a minimum, the following:A Summary Report by file transmission that provides a confirmation for the processing of the batch file(s);Summary verification data, including the total number of records received in the batch;The number of records by record type such as number of added, changed, and deleted records;A summary of the transmission processing including number of records accepted and number of records rejected; andA detailed listing of records rejected by a unique identifier, accompanied by a reason code and an explanation why the record was rejected.Provide data from the software and IVRs in a daily file to ODJFS, containing time and attendance data in a format acceptable to ODJFS;Provide an absent day data file in a daily file for ODJFS in a format acceptable to ODJFS;Define data mapping from ODJFS interface files to where they will be placed in the corresponding solution, and provide complete documentation of the field definitions and field layouts to ODJFS;Receive data from ODJFS systems to include authorization, payment, and provider data as a daily flat file; andProvide an electronic copy of the provider database to ODJFS monthly or upon request, as provided in Section 6.0.Project Communications and Change Management RequirementsProject Communications RequirementsProject Communication Plan. The Contractor must develop a Project communication plan that ensures timely and appropriate generation, collection, and dissemination of Project information. This includes the communication protocols and procedures for reporting to ODJFS stakeholders regarding Project issues, project risks, and change orders. All materials generated as a result of the communication plan must be turned over to ODJFS upon system acceptance.General Training RequirementsThe Contractor will be responsible for developing training materials for providers, caretakers, state and county Job and Family Services employees. The Contractor must develop a training curriculum for each role. The Contractor must develop and complete the training in a manner that ensures training occurs prior to implementation.The Contractor will be responsible for the development and delivery of various methods of training such as but not limited to, Job Aids, Power Point presentations, Web based online tutorials, electronic documentation (e- documentation), and distributed brochures and pamphlets.Training must be provided utilizing the following methods with no impact to production system performance. Each method may be utilized for different audiences based on need:Web-based Tutorial. The Contactor must provide a web-based tutorial to assist users to learn the major functions of the Child Care Time and Attendance Tracking System. The tutorial content must be specialized for each user audience specific needs.E-Documentation. The Contractor must provide e-documentation on its website, accessible to all users. The content must include, at a minimum, a glossary of terms, step by step instructions for use of the mobile applications, Caretaker password/PIN set-up requirements and resets, retroactive adjustments, and administrative functions.Brochures and Pamphlets. The Contractor must distribute training materials via printed brochures and pamphlets to both providers and caretakers. Brochures and pamphlets must include, at a minimum, details regarding use of the mobile applications, how to enter attendance data and how to enter retroactive adjustments. Such brochures and pamphlets must be available with or at the time of implementation of the use of the devices.Change Management RequirementsChange Management Plan. The Contractor must work with ODJFS to develop a change management plan that establishes the change management roles and responsibilities, polices, guidelines, processes, and procedures necessary for controlling and managing the changes during the life of the Child Care Time and Attendance Tracking System Contract. Changes may be based on scope (both technical and functional) or schedule. This document must identify how changes are identified, defined, evaluated, approved, and tracked through completion. This plan must identify responsibilities and define the composition, function, and procedures for the Child Care Time and Attendance Tracking System Project Sponsor Committee. The Change Management Plan must address the coordination of potential changes made to Child Care Eligibility and Payment sub-systems under simultaneous development to ensure the Child Care Time and Attendance Tracking System incorporates all changes at the time of implementation.System Training RequirementsODJFS requires training to prepare staff for the Child Care Time and Attendance Tracking System. This training includes overall system functionality, technology, processes, and operations. The objective of this task is to prepare state staff, county staff, Child Care Providers, and the Caretaker community in the use of the System.Training Planning and Execution RequirementsTraining Plans. The Contractor must create, maintain, and update, as required, an approved training plan for all levels of users. The training plans must include at least the following:Provide an overview of each training methodology identified above for all levels of users;Identify the number of role based web-tutorials required to meet the training requirements identified above;Describe the content of the web-based tutorials, e-documentation, brochures and pamphlets;Describe a process for user evaluation of training for feedback to ODJFS.Develop, Provide and Maintain Training Documentation. The Contractor must develop and update all training e-documentation, manuals, materials, and training guides (including training objectives and outcomes). The Contractor must develop a document version control plan for the maintenance of training documentation. The Contractor also must incorporate on-line help, on-line policy and procedure manuals and hard copy user manuals for the delivery of training. All training materials must be reviewed and approved by the State before the start of the training. The Contractor must provide all electronic source documents and graphics used in the development and presentation of all aspects of training.Training Report: The Contractor must develop a final training report that includes information such as, but not limited to type of training, number of trainees or mailings, training evaluation feedback and recommendations for follow up training.Contractor Deliverables. Deliverables to be produced by the Contractor include the following:Training Plan/Schedule;Training Documentation;Establishment of Training Database and Related Application Software;Conduct Training for ODJFS and CDJFS Employees; andTraining Report.Caretaker/provider Training RequirementsProvider Training. The Contractor must develop and provide training for approximately 6,000 providers, such as quick start guides, distributed brochures and pamphlets, web- based tutorials, e-documentation, and Frequently Asked Questions. The training must be structured to address the Child Care Time and Attendance Tracking System functionality to include all aspects of provider related functions for using the system.Caretaker. The Contractor must develop and provide training material for approximately 60,000 caretakers. The primary training tool for caretakers will be distributed brochures and pamphlets. caretakers must also have the ability to access the Contractor’s website for web-based tutorials. Additionally, the Contractor must develop quick start guides in both English and Spanish. The Contractor is responsible for providing all translation services. Translations must be approved by ODJFS prior to publication.ODJFS and CDJFS Training RequirementsThe Contractor must provide training for ODJFS and county agency (approximately 200) users who use the Child Care Time and Attendance Tracking System. The Contractor must provide classroom, videoconference or web-based training on all aspects relating to administrative functions to be performed by a state or county systems administrator. The State will provide classrooms at a designated State training site. Before the initiation of training, the Contractor is responsible for site preparation. The State has network connections necessary for 12 to 15 students per class, including establishment of a training system. The State may, at its sole discretion, record any training sessions and use any training materials for future training. The Contractor will be responsible for identifying and providing the appropriate number of training sessions. Training methods must include online tutorials, web-based training and e-documentation.The Contractor must provide training to personnel who have varying computer skills and who perform different functions within their organizations. ODJFS and county agency training must be role-based, structured to support all security levels utilized in the system. Business processes include, but are not limited to:System Features and System Interoperability;Process and Operations;Reporting;Security;System Tutorials/System Navigation.Solution Adoption ManagementSystem adoption management will be conducted during the period beginning on the Effective Date and ending upon completion of all Contractor responsibilities as required in a State and Contractor agreed adoption plan that comprises the migration of all Counties to the Contractor provided system. During this period, the Contractor must plan, prepare for and conduct the migration of caretaker/provider operations (the “Adoption Process”). Adoption will include the migration or integration of processes and data from currently existing capabilities and locations to the Contractor’s solution as required by the State herein.The Contractor must: Coordinate with the State and to schedule any required secure connectivity between state, caretaker/provider locations and Contractor service delivery location(s);Implement processes and controls as to not otherwise disrupt the State business operations, including the interfaces between the State and various 3rd parties; andInclude the costs and effort associated with adoption process and otherwise performing such migration tasks as are necessary to enable the Contractor to provide the services, including the completion of all caretaker/provider s, within the Contractor’s fee structure.ODFS will:Obtain and provide current information, data and documentation related to the Adoption (for example, 3rd Party supplier and the Contractor information, caretaker/provider contact data, software inventory data, existing caretaker/provider processes and procedures, systems documentation, configuration documentation, decisions and approvals), within the agreed time periods; Support the establishment of secure network connections from state facilities to Contractor service delivery or hosting / operations center(s);Assist the Contractor in identifying, addressing and resolving deviations from the adoption plan and any business and technical issues that may impact caretaker/provider adoption; andDevelop regular adoption meetings (i.e., planning, review and status) schedule with the Contractor, including the frequency and location, and attend such meetings in accordance with the established schedule.Statewide Caretaker/Provider Adoption PlanThe Offeror must propose, and as Contractor manage, a caretaker/provider adoption plan that will be conducted in accordance with a written plan (the “adoption plan”) which will include the items below. The adoption pan must be created as a deliverable. The Contractor must be responsible for revising and finalizing the adoption plan, provided that: (1) the Contractor must cooperate and work closely with the State (in general) in finalizing the adoption plan (including incorporating the State agreed comments); and (2) the final adoption plan will be subject to written approval by the State. Statewide Adoption Plan The adoption plan must contain: An inventory and description of the caretaker/provider data and processes to be migrated or otherwise incorporated into the Service;A description of the documentation, methods, procedures, personnel and organization the Contractor must use to perform Adoption related tasks; A detailed schedule of migration activities inclusive of ODJFS and Contractor staff (generally Microsoft Project GANTT); A detailed description of the respective roles and responsibilities of ODJFS and the Contractor during the Adoption Period; Any other information and planning artifacts as are necessary so that the Adoption takes place on schedule and is completed by the final Adoption date as and without undue or protracted disruption to the caretaker/provider operations; A definition of completion criteria for each phase of the adoption plan, with required specificity such that all Parties may objectively determine when such phases have been completed in accordance with the plan;A process by which a caretaker/provider may require the Contractor to reschedule all or any part of the Adoption process if ODJFS determines that such adoption, or any part of such adoption, poses a risk or hazard to the caretaker/provider business interests and allowing ODJFS to require the Contractor to reschedule all or any part of the Adoption for any other reason; andValidation of successful transition to the Service inclusive of user acceptance and assessment of acceptable performance with respect to business, operational and performance attributes as agreed with the State.Caretaker/provider will:Reasonably cooperate with the Contractor to assist with the completion of their portions of Adoption; andManage internal facing efforts and cooperation with agreed Contractor-created roles, responsibilities, plans and requirements.ODJFS will:Approve or reject the completion of each phase of the adoption plan in accordance with the acceptance criteria after written notice from the Contractor that it considers such phase complete, such approval not to be unreasonably withheld. Adoption / Onboarding Planning and Analysis RequirementsThe tasks and activities to be performed by the Contractor as part of the planning and analysis phase of migrating Caretaker/provider s to the Service must include the following at a minimum:The Contractor will be responsible for managing the process and preparing a scope and operations portion of the adoption plan which must include assessing the resource requirements (either data, applications, software or processes), time requirements, known impact or dependencies on other Projects, and other information as required as mutually agreed to by the Parties. The adoption plan must accommodate Solution development or alternative implementation and data integration options including, where applicable, providing custom data import / export capabilities from and to the Service inclusive of analysis and implementation support to share data with existing ODJFS systems. The Contractor must provide support to the ODJFS in the creation and evaluation of proposed strategies and standards to coordinate information and common Service processes across the State.The Contractor must define solution blueprints and operational / technical change plans for each major functional or service domain areas (e.g., Service environments, code and software versions, Reports, Interfaces, Conversions, Extensions, Forms and Workflows (collectively: RICEFW) objects, tools, customizations etc.).The Contractor must conduct weekly progress reviews with appropriate ODJFS personnel that are the subject of each Adoption phase or wave.The Contractor must prepare a detailed adoption plan which includes the schedule and labor for the design, development, implementation and training required for each phase contained in the plan. Each adoption plan must, at a minimum: (i) include schedules that specify a detailed level of activity, including the planned start dates, completion dates, hours and other required resources for activities to be performed by the Contractor (and the State where applicable) pursuant to the phase for which such adoption plan was developed; (ii) identify any pre-existing software components (e.g., interfaces, data sharing methods, reports and RICEFW) and tools to be used; (iii) licensing or purchase requirements of any 3rd Party components, tools or software elements including Systems software, operational tools and instrumentation, operational productivity aids and other tools required to deliver the solution to the State; (iv) include a detailed list of the deliverables and milestones (with planned delivery / completion dates) and the phase management reports that must be provided; (v) describe any assumptions made in compiling the plan; and (vi) identify any County or State dependencies or personnel requirement assumptions.Identify potential risks due to uncertainty with the solution’s complexity and feasibility.Coordinate and confirm ODJFS approval of phase requirements as stated above.Include the ODJFS Contract Representative(s) in decisions that impact ODJFS, specific Caretaker/provider s, or impact the overall completion of the adoption plan by the mandated completion date.Service Design-Build ServicesThe Contractor must develop and build operational, technical and functional designs for the Service as required to support the operations of all Caretaker/provider s Statewide. The Service design and build Services must include the following:DesignThe build designs must include, where applicable based on the size, complexity and requirements of the system(s), supported server(s) or Application(s), design of files, databases, forms, user interfaces, reports, security, system performance and availability instrumentation, audit trails of the transactions processed, provision for parallel testing, development of fallback procedures, provision for recovery procedures from production failures, disaster recovery procedures, creation of job scheduling, and provision for on-line viewing of reports. As part of the design process, the Contractor must also:Assess current ODJFS processes and Service solution gaps and dependencies.Create Service solution designs to support solution requirements as follows:Design the Caretaker/provider interaction model which defines applicable standards, workflows, and Ohio-specific designs.Design the Caretaker/provider worker interaction model which defines applicable standards, workflows, and Ohio-specific designs.Design reports and forms.Design integrated solution components and interfaces or data exchange method(s).Design logical environment, data conversions / migrations, processes and procedures as agreed pile and maintain solution incident lists.Document design specifications and work with ODJFS to create applicable completion criteria in accordance with meeting Production Processing and Defined SLA requirements.Conduct quality and progress reviews with ODJFS personnel.Establish configuration and user acceptance test plans.Coordinate and confirm ODJFS approval of solution design specifications and applicable completion criteria.Provide ODJFS with weekly reports tracking the progress of the Contractor’s design work. In addition, the Contractor must provide timely responses to State requests for information and reports necessary to provide updates to stakeholders.BuildThe Contractor must be responsible for: Generating, and thereafter operating and maintaining Service environments required to complete and implement the Service for the delivery to all Caretaker/provider locations. Provide user operational documentation sufficient to operate the Service at agreed-upon Service Levels and incorporate the use of documentation standards, reviews, and audit trails, including release control for updates and upgrades to the Service. Creation and testing of test and production procedures. Building solution components to support approved design specifications as follows:Configure and customize Service user interfaces, processes and procedures as required.Configure and customize integrated solution components and interfaces or data sharing mechanisms to ODJFS systems.Develop any applicable Adoption training materials, as follows:Perform communications needs analysis based on ODJFS requirements that have been identified to the Contractor;Determine the awareness material / method of delivery design with Caretaker/provider s;Develop awareness material to support the agreed-upon approach and methods of delivery.Conduct Service build progress reviews with appropriate ODJFS personnel.Provide ODJFS with reports on a weekly basis tracking the progress of the Contractor’s performance of Service build activities and deliverables. In addition, the Contractor must provide timely responses to the State requests for information and reports necessary to provide updates to Stakeholders and ODJFS, as reasonably required. Adoption Test / Acceptance.All deployments of the Service will be subject to a validation testing and acceptance process that uses objective and thorough test or validation criteria established by ODJFS and the Contractor that will allow ODJFS to verify that each element of the Service meets the specified functional, technical, operational and performance requirements. The testing and acceptance process must include a capability for tracking and correcting problems. The tasks and activities that the Contractor must perform as part of the testing and acceptance process related to the Transition will also include the following: System Testing CompletionDevelop and maintain test data repositories as agreed appropriate;Develop test plans, scripts, cases and schedules as agreed appropriate;Perform the following testing activities for in-scope components and assess quality and completeness of results including: System test; Production readiness testing including integration / interface testing; and regression testing new releases of existing in-scope solutions. The Contractor, as part of Acceptance must:Conduct quality and progress reviews with appropriate ODJFS personnel;Document ODJFS approval of solution components and verification of applicable completion criteria for transition into deployment and production use; Provide ODJFS with reports on a weekly basis tracking the progress of the Contractor’s performance of testing work; and The Contractor must provide timely responses to ODJFS requests for information and reports necessary to provide updates to users and State stakeholders, as reasonably required.Operational Support / Help Desk RequirementsCustomer Support ServicesThe Contractor will also be responsible for the following:Customer Support Services. Customer inquiries must be handled in a professional manner with timely, accurate and comprehensive resolutions. Customer support services for providers and caretakers must be provided within the Continental United States and the customer support services must respond to all related time and attendance inquiries with the exception of eligibility application processing and payment disbursement issues.The Contractor must employ equipment to ensure that customer service functions are performed efficiently and effectively while adhering to the required SLA performance standards and reports.The Contractor must provide customer support to assist providers, caretakers and state and county staff with Time and Attendance System functions, devices and processing inquiries.The Contractor must:Provide customer support via telephone, email, and IVR.Provide toll free numbers for direct customer service access.Receive and respond to calls on all business days from 6:00 a.m. to 7:00 p.m. Eastern Time. Coverage may be extended as needed.Ensure average hold time is 2 minutes or less.Research, resolve and respond to inquiries and requests for assistance within one business day or in accordance with the SLA.Notify the State immediately of a call center outage.Provide interpretation services, as needed, at no additional cost to the State. English and Spanish will be considered standard services and the Contractor must have use of a language translation service for other languages.Inquiry Tracking and Reporting. The Contractor must implement and maintain a system for tracking and reporting inquiries received via IVR, email and telephone, including, but not limited to:Incoming calls, faxes or emailsOutgoing calls, faxes or emailsIncoming call hold timeInquiry categoryInquiry resolution to include how inquiries were addressed and resolved.Provide closure and follow-up on customer inquiries that cannot be satisfied immediately and require additional research.Track call patterns for individuals and counties.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.SLA response times are for Monday through Saturday 6:00 AM to 7:00 PM.Implementation Deadline. The Contractor must ensure that the Time and Attendance system is implemented by the date stated in Section 1.6 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:a.$1,000.00 per calendar day, or any part thereof, for each of the first ten calendar days;b.$2,000.00 per calendar day, or any part thereof, for each of the next 30 calendar days; and c.$3,000.00 per calendar day, or any part thereof, for each additional calendar day thereafter.Service Level FrameworkThis section sets forth the functional and technical specifications for the Service Level Agreements (SLAs) to be established between Contractor and the State. This section contains the tables and 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 processesService Level Specific Performance CreditsEach Service Level (SL) will be measured using a “Green-Yellow-Red” (GYR) traffic light mechanism (the “Individual SL GYR State”), with “Green” representing the highest level of performance and “Red” representing the lowest level of performance. A financial credit will be due to the State (a “Performance Credit”) in the event a specific Individual SL GYR State falls in the “Yellow “or “Red” State. The amount of the Performance Credit for each SLA will be based on the Individual SL GYR State. Further, the amounts of the Performance Credits will, in certain cases, increase where they are imposed in consecutive months.The State believes, based on operating several very large scale systems under managed services agreements with a variety of leading industry vendors, that these SLAs are aligned with the market, achievable under reasonable Contractor scope and effort considerations, and are specific, measurable and actionable for both the State and Contractor to measure performance and seek corrective actions. The State has chosen these levels to be realistic and does not have the view that “generally green” future performance for a period of time does not excuse Contractor deficiencies that result in a red or yellow condition that impacts under a past operating condition, State operations or service quality. Therefore, No Contractor recovery or “earn-backs” are permitted under this agreement.The Contractor will not be required to provide Performance Credits for multiple Performance Specifications for the same event or incident, with the highest Performance Credit available to the State for that particular event to be applicable. For the avoidance of doubt, a single incident or event that may impact multiple SLA categories will only be calculated on a single SLA category that is most applicable to the incident or event and not multiple categories.On a quarterly basis, there will be a “true-up” at which time the total amount of the Performance Credits will be calculated (the “Net Amount”), and such Net Amount will be set off against any fees owed by the State to the Contractor on the next scheduled or presented Contractor invoice to the State. Moreover, in the event of consecutive failures to meet the Service Levels, the Contractor will be required to credit the State the maximum Credit under the terms of this document. Contractor will not be liable for any Service Level caused by circumstances beyond its control, and that could not be avoided or mitigated through the exercise of prudence and ordinary care, provided that Contractor takes all steps to minimize the effect of such circumstances and to resume its performance of the Services in accordance with the SLAs as soon as possible.The State requires the Contractor to promptly address and resolve Service impacting issues and to not have the same problem, or a similar problem reoccur in a subsequent month, therefore credit amounts shall escalate based on the following table:Consecutive Months Credit Table (SLA Performance Credits)Individual SLGYR State1st Month2nd Month3rd Month4th Month5th Month6th Month7th Month8th Month9th Month10th Month11th Month12th MonthRedA =1.50% of MRCA + 50% of AA + 100% of AA + 150% of AA + 200% of AA + 250% of AA + 300% of AA + 350% of AA + 400% of AA + 450% of AA + 500% of AA + 550% of AYellowB = 1% of MRCB + 50% of BB + 100% of BB + 150% of BB + 200% of BB + 250% of BB + 300% of BB + 350% of BB + 400% of BB + 450% of BB + 500% of BB + 550% of BGreenNoneNoneNoneNoneNoneNoneNoneNoneNoneNoneNoneNoneFor example, if an Individual SL GYR State is Yellow in the first Measurement Period, Red in the second Measurement Period and back to Yellow in the third Measurement Period for an SLA then the Performance Credit due to the State will be the sum of Yellow Month 1 (B) for the first Measurement Period, Red Month 2 (A + 50% of A) for the second Measurement period, and Yellow Month 3 (B + 100% of B) for the third Measurement period, provided (1) such Performance Credit does not exceed 12% of the aggregate Monthly Recurring Charge (the At-Risk Amount).The Performance Credits available to the State under the terms of this document will not constitute the State’s exclusive remedy to resolving issues related to Contractor’s performance.Service Levels will not apply during the Transition period, but will commence with the Contractor’s assumption of services in the production Steady State environment for all migrated elements in part or in full. Treatment of Federal, State, and Local Fines Related to Service DisruptionAbove and beyond the Service Levels discussed above, should any failure to deliver Services by the Contractor result in a mandated regulatory fine associated with late, incomplete, or incorrect filings as a direct result of Contractor’s inability to deliver services under the defined Statement(s) of Work, production schedules, reporting and filing obligations, the requirements and Service Levels contained herein , the Contractor will be obligated to issue a credit to the State equal to the amount of the fine.Overall Contract PerformanceIn addition to the service specific performance credits, on a monthly basis, an overall SL score (the “Overall SL Score”) will be determined, by assigning points to each SL based on its Individual SL GYR State. The matrix set forth below describes the methodology for computing the Overall SL Score:Individual SLAs and GYR StatePerformance MultipleGreen0Yellow1Red4The Overall SL score is calculated by multiplying the number of SLAs and SLOs in each GYR State by the Performance Multiples above. For example, if all SLAs are Green except for two SLAs in a Red GYR State, the Overall SL Score would be the equivalent of 8 (4 x 2 Red SLAs).Based on the Overall SL Score thresholds value exceeding a threshold of 24 then Executive escalation procedures as agreed to by the parties will be initiated to restore acceptable Service Levels. The State may terminate the Contract for cause if:The overall SL score reaches a threshold level of 30 per month over a period of 3 consecutive months (equivalent to 75% of the service levels in a red State); orContractor fails to cure the affected Service Levels within 60 calendar days of receipt of the State written notice of intent to terminate; orThe State exercises its right to terminate for exceeding the threshold level of 44 in any month (all SLs missed) within five calendar days of receipt of Contractor’s third monthly SLA status report.Should the State terminate the Contract for exceeding the threshold level of 44 per month, it will pay to Contractor actual and agreed wind down expenses only, and no other Termination Charges. The Overall Contract Performance under the terms of this document will not constitute the State exclusive remedy to resolve issues related to Contractor’s performance.The State retains the right to terminate for Overall Contract Performance under the terms of this Contract.Monthly Service Level ReportOn a State monthly basis, the Contractor will provide a written report (the “Monthly Service Level Report”) to the State which includes the following information: (i) the Contractor’s quantitative performance for each Service Level; (ii) each Individual SL GYR State and the Overall SL Score; (iii) the amount of any monthly Performance Credit for each Service Level (iv) the year-to-date total Performance Credit balance for each Service Level and all the Service Levels; (v) a “Root-Cause Analysis” and corrective action plan with respect to any Service Levels where the Individual SL GYR State was not “Green” during the preceding month; and (vi) trend or statistical analysis with respect to each Service Level as requested by the State . The Monthly Service Level Report will be due no later than the tenth (10th) business day of the following month. Failure to report any SLA, SLA performance in a given month, or for any non-Green (i.e., performing to Standard) SLA a detailed root cause analysis that substantiates cause will result in the State considering the performance of the Contractor for that period as performing in a Red State.Failure to Report or Report Late after Mutually Agreed DatesShould for any reason the Contractor fail to report or produce the Monthly Service Level Report to the State on a mutually agreeable date, in part or in total, the Contractor performance for the Service Levels, in part or in total, shall be considered Red for that period. Should, under agreement of the State a Service Level not apply in a given period, the report shall reflect this agreement and indicate “not applicable this period”.Period Service Level in Full Effect and In-Progress Service LevelsService levels specified herein shall be in full effect no later than sixty (60) calendar days following the completion of implementation and migration of the services and environments to the Contractor’s responsibility. During the phases in which the Contractor is performing Transition/Migration Services and while the State and the existing provider still retain operational responsibility of the application environments, the Contractor will not be subject to financial credits associated with the Service levels described herein, but nonetheless shall be required to report the service levels as specified. During the period in which the State and existing provider no longer have substantive operational responsibilities pertaining to the application environments, and the Contractor is operating application environments for the State, or a combination of State and Contractor responsibilities the Contractor agrees to:Perform services in keeping with the described Service Levels contained herein;Promptly report any Service Level violations in accordance with the Service Level reporting requirements contained herein;Work in good faith and using commercially reasonable efforts to address and otherwise resolve service level violations that arise;Provide a level of service in keeping with levels performed by State personnel and otherwise aligned with commercial best practices prior to the operational transfer; andNot be subject to any financial credits associated with Service Level violations.Service Level Review and Continual ImprovementService Levels Review Initial Review: Within six months of the Service Commencement Date or completion of Transition as outlined in this Supplement, whichever is sooner, ODJFS and the Contractor will meet to review the initial Service Levels and Contractor’s performance and discuss possible modifications to the Service Levels. Any changes to the Service Levels will be only as agreed upon in writing.Annual Review: Every year following the Service Commencement Date or completion of Transition as outlined in this Supplement, ODJFS and the Contractor will meet to review the Service Levels and Contractor’s performance in the period of time since the prior review and discuss possible modifications to the Service Levels. Any changes to the Service Levels will be only as agreed upon in writing. Continuous Improvement or Reduced Fees in Light of Contractor Non-PerformanceContinuous Improvement: Twelve months after the completion of Transition as outlined in Section 3, and annually thereafter, the Parties will meet to review the Service Levels and Contractor’s performance in the period of time since the prior review. For each SLA, the performance during the six highest performing months will be averaged and if this average performance of actual delivered service levels is higher than the current SLA, the State may consider SLA modification and or a reduced fee structure associated with an average that is lower, but agreeable level going forward.Ongoing Annual Reviews: Contractor and the State will set a mutually agreed date to conduct annual reviews of the Service Levels and Contractor’s performance with respect to the Service Levels. At a minimum, the annual review will include:Comprehensive review of the previous year’s performance including fault, impact time and duration and a root cause analysis;Compendium of remedial actions, operational or process enhancements, system hardware or software enhancements implemented to address any deficiencies with regard to delivering the Service Levels; andRevision of the Service Levels, if any, based upon mutual written agreement.Service Level Requirements (SLAs)The following service levels are required for the duration of the Contract period. Contractor must consistently meet or exceed the following SLAs. The percentage calculation of performance measures must be rounded to two decimal points using the standard rounding method. All times referenced are in Eastern Time.Overall System AvailabilityDefinitionOverall System Availability is defined as the Applications, Server CPU, System memory, disks and peripherals and network that support the Time and Attendance system. Availability means the ability of the system to accept all attendance transactions and access by ODJFS, county agency staff, caretakers or providers to functions used for the day to day management of attendance tracking. This excludes scheduled maintenance.Pre-Scheduled Downtime RequirementsAll pre-scheduled system downtime will:Be based on agreed upon schedules between ODJFS and the Contractor.Pre-scheduled maintenance will be performed outside of the normal system availability time frame.SystemService MeasurePerformance TargetRequired SLA Performance %GreenYellowRedProduction Systems and ServersAvailability per System24 x 7 x 365>98%>=95%<95%Training & Test Systems Supporting Contract activitiesAvailability per SystemMon–Friday: 6:00 a.m. – 7:00 p.m. ET>98%>=95%<95%FormulaAvailability (%) = 100% – Unavailability (%) Where Unavailability is defined as: (Total Outage Duration x 100%) ÷ (Schedule Time – Planned Outage)Measurement IntervalMeasure Monthly with details for each day, Sunday through Saturday; Report MonthlyApplication availability metrics will be measured/reported Monthly beginning upon implementationMeasurement ToolDefined by ContractorContractor Fee CreditAmount$1,000.00 per percentage point below the requirement, per month.Resolution PriorityDefinitions - Resolution priority definitions apply to system Incidents and help desk Incident.Priority LevelDescriptionUrgent Critical Business ImpactThe Incident has caused, or has the potential to cause, the entire system to go down or be unavailable. A complete and immediate work stoppage, affecting a Critical Function or Critical Infrastructure component such that a primary business process or a broad group of Users such as an entire department, floor, branch, line of business, or external customer is affected. No workaround available.High Major Business ImpactThe issue/problem directly affects the public, or a large number of stakeholders are prevented from using the system. High-priority problems include those that render a site unable to function, or key functions of the application are inoperable. Slow processing of data; severely impacts multiple stakeholders. Leads to federal penalties, misdirected payments or corrupt data.Medium Moderate Business ImpactMedium priority problems include those errors that render minor or non-critical functions of the system to be inoperable or unstable. Incidents that prevent stakeholders or administrators from performing some of their tasks.Low Minimal Business ImpactAll Service requests and other problems that prevent a stakeholder from performing some tasks, but in situations a workaround is available.PriorityService MeasurePerformance TargetRequired SLA Performance %GreenYellowRedUrgentTime to Resolve1 Business Day unless an extension is approved by the State100%>95%<=95%HighTime to Resolve2 Business Days unless an extension is approved by the State100%>90%<=90%Medium/LowTime to Resolve30 business days unless an extension is approved by the State; clock stops when fix moves to UAT.100%>85%<=85%Priority ChangesChange AgreementAll changes in level of priority must be agreed upon by Contractor and ODJFSMeasurement IntervalMeasure Monthly with details for each day, Sunday through Saturday; Report MonthlyMeasurement ToolIncident Reporting ToolContractor Fee CreditsFor Urgent Priority$15,000 per day for failure to rectify defects classified as urgent.For High Priority$10,000 per day for failure to rectify defects classified as high.For Medium/Low Priority$500 per day for failure to rectify defects that are classified as medium or low.For Priority Changes$500 per incident where ticket priority was changed without agreement between Contractor and ODJFS.Application Platform Online Response TimeDefinitionOnline response time for data collection devices and online access to the application. Online response time is measured as the elapsed time from when a request enters the system until the request has been satisfied. This timing includes both application and database processing time. The definition of a transaction is any system action that requires attendance action, screen to paint, refresh and/or system update to complete during normal operations. Transactions mutually agreed to will be excluded from measurementSystemService MeasurePerformance TargetRequired SLA Performance %ProductionOnline Response Time95% of transactions complete ≤2.0 seconds 99% of transactions complete ≤5.0 secondsSee Performance TargetFormulaCount the total number of transactions during the measurement period: TOTAL Count the total number of transactions less than or equal to the applicable threshold as NBRTXNS Calculate percentage of transactions that meet the threshold: TARGET% TARGET% = NBRTXNS / TOTALMeasurement IntervalNormal business hours. Collected monthly beginning upon implementation, Weekly, Report MonthlyMeasurement ToolDefined by ContractorContractor Fee CreditAmount$500.00 per percentage point below the requirement, per month.General Administrative FunctionsDefinitionRoutine Hosting functions that are required to meet the State’s requirements.FunctionService MeasurePerformance TargetRequired SLA Performance %GreenYellowRedSet Up/Modify User IDResponse Time 1–5 User IDs 6–10 Users IDs>10 User IDs2 business days 3 business days per agreed-upon time>97.0%>=95%<95%Notification of Urgent/High-Priority outage to ODJFS representative or designee and Contractor Help DeskResponse Time10 minutes of discovery (i.e., immediate notification) via phone and/or email100%>=95%<95%Notification of Medium/Low-Priority outage to ODJFS representative or designee and Contractor Help DeskResponse Time2 hours of discovery via e- mail100%>=95%<95%FormulaNumber of requests or outages completed within Performance Target / Total of all requests (outages) occurring during Measurement IntervalMeasurement IntervalMeasure Weekly; Report MonthlyMeasurement ToolContractor incident tracking SystemContractor Fee CreditAmount$500.00 per occurrence.Backup and RestoreDefinitionContractor must implement and maintain backup and restoration capabilities for all data, applications and component configurations. Contractor must perform incremental backups, full backups and full archive backups according to the Backup Schedule presented below. Recovery procedures must be capable of restoring service delivery for failed data, applications and component configurations according to the Services Level Restoration (SLA) listed below.Backup TypeFrequencyStorage LocationRetentionMeasureSLA Performance %Green RedIncrementalDailyOn-Site7 DaysBackup Frequency99%<99%Full (Backup)WeeklyOn-Site5 WeeksBackup Frequency99%<99%Full (Archive)MonthlyOff-Site3 MonthsBackup Frequency99%<99%AllMonthly and System ReleaseOn-Site1 MonthQuarterly Test of each type of Backup/Restore process99%<99%Restoration TypeProduction data that is 2 days old or less, as requested by the StateRestoration Time<6 hours from the State’s request100%<100%FormulaNumber of requests completed within Performance Target Total of all requests occurring during Measurement IntervalMeasurement IntervalMeasure Weekly; Report MonthlyMeasurement ToolContractor ProposedContractor Fee CreditAmount$5,000.00 per occurrence.IT Continuity and Disaster Recovery (DR) DefinitionTime to recover the Applications and associated infrastructure after DR Incident.Application ElementsService MeasurePerformance TargetSLA Performance %GreenYellowRedAttendance trackingTime to recoverCalendar Days (24 hour day commencing from Confirmation of Incident)1 or less2 or lessMore than 2Interfaces to ODJFSTime to recoverCalendar Days (24 hour day commencing from Confirmation of Incident)1 or less2 or lessMore than 2FormulaMust complete the activity 100% within the expected Measurement intervalMeasurement IntervalPer incidentMeasurement ToolManualContractor Fee Credit$5,000.00 per occurrence.Help Desk ServicesDefinitionResponse time for IVR and Help Desk Support for Provider, State, County and CaretakersHelp DeskService MeasurePerformance TargetSLA Performance %GreenYellowRedProvider and Caretaker Help DeskIVR and Customer Service for ProvidersAnswer provider CSR- assisted calls within thirty (30) seconds of call transfer from IVR.>92%>=90%<90%FormulaNumber of calls answered and completed within Performance Target divided by Total of all calls occurring during Measurement IntervalMeasurement IntervalDailyMeasurement ToolContractor incident tracking system, IVR and Call center reportingContractor Fee CreditsAnswer ninety- two percent (92%) of assisted calls within thirty (30) seconds of call transfer and not automatically placed on hold. Note: A call automatically placed on hold prior to being answered by a CSR does not meet the definition of ―answered. $00.20 per percentage point per number of calls made to the Help Desk.Help Desk CSR call abandonment rate (including busy signal) does not exceed three percent (3%)$00.10 per percentage point per number of calls made to the Help Desk.Help Desk will have problem resolution of ninety-five percent (95%) over a 24-hour period$00.10 per percentage point per number of calls made to the Help Desk.Help Desk will have an average hold time not to exceed sixty (60) seconds$00.10 per percentage point per number of calls made to the Help desk.Time & Attendance Website or Mobile ApplicationDefinitionThe mobile applications must be available 24/7 to providers, state and county staff and supported by multiple browsers with at least one older version of the browser, and must be usable on multiple types of devices (tablet, IPad, smartphone). In offline mode, the mobile application must have the ability to store all transactions until connection is re-established. When connectivity is re-established, the stored transactions must be synchronized with the host system.Pre-Scheduled Downtime RequirementsAll pre-scheduled system downtime must:Be based on agreed upon schedules between ODJFS and the Contractor.Pre-scheduled maintenance must be performed outside of the normal system availability time frame.SystemService MeasurePerformance TargetRequired SLA Performance %GreenYellowRedProduction Systems and ServersAvailability per System24 x 7 x 36598%>=95%<95%Training & Test Systems Supporting Contract activitiesAvailability per SystemMon–Friday: 6:00 a.m. – 7:00 p.m. ET98%>=95%<95%FormulaAvailability (%) = 100% – Unavailability (%) Where Unavailability is defined as: (Total Outage Duration x 100%) ÷ (Schedule Time – Planned Outage)Measurement IntervalMeasure Monthly with details for each day, Sunday through Saturday; Report MonthlyApplication availability metrics will be measured/reported Monthly beginning upon implementationMeasurement ToolDefined by ContractorContractor Fee CreditAmount$1,000.00 per percentage point below the requirement, per month.Data FilesDefinitionTransmission and usability of data files.Data RequirementService MeasurePerformance TargetSLA Performance %GreenYellowRedTransmission of Data FilesDailyDaily transmission of Data Files100.0%>=95%<95%Email Notice of Late Data Transmission FileDailyDaily transmission of Data Files100.00%>=95%<95%UsabilityPer FileAll files must be usable with no erroneous or corrupt data that prohibits the State from processing it.100.0%>=95%<95%FormulaMust complete the activity 100% within the expected Measurement intervalMeasurement IntervalPer incidentMeasurement ToolManualContractor Fee CreditAmount1,000.00 per occurrenceReport Availability and AccuracyDefinitionAccuracy and timely delivery of required reports. Monitor and report to the state when a report did not systematically run or was not delivered by due date/time.Report RequirementService MeasurePerformance TargetSLA Performance %GreenYellowRedDaily ReportsDaily6:00 a.m. for the previous day‘s activity100.0%100% by 7amAfter 7amWeekly ReportsWeekly6:00 a.m. on Monday’s for the previous week’s activity100.0%100% by 7amAfter 7amMonthly ReportsMonthly6:00 a.m. on the 3rd day of the following month100.0%100% by 6am on the 4th dayAfter 7am on the 4th DayEmail Notice of Late Data Transmission FileDaily, Weekly, MonthlyBy the performance target of the corresponding report.100.00%100% by 6am on the 4th dayAfter 7am on the 4th DayFormulaMust complete the activity 100% within the expectedMeasurement intervalMeasurement IntervalPer incidentMeasurement ToolManualContractor Fee Credit1,000.00 per incident, per report.Major/Minor Software UpgradesDefinitionRelease upgrades for packaged software are initiated through periodic releases by software as Major or Minor releases. The State requires that the Contractor lead and coordinate efforts to analyze, install/apply, test/verify and utilize State specified RICEFW objects to these releases in the Contractor provided environment.SystemService MeasurePerformance TargetRequired SLA Performance %GreenRedProduction Systems and ServersUpgrade NotificationFailure to notify State in writing of any components that are moving beyond a current support model or would be rendered unusable as a result of an upcoming release 100%<100%Always operate on current software releasesFailure to operate on a set of Application and Technical Infrastructure components that are on the current software release and support model and terms as provided by software100%<100%Training & Test SystemsUpgrade NotificationFailure to notify State in writing of any components that are moving beyond a current support model or would be rendered unusable as a result of an upcoming release 100%<100%Always operate on current software releasesFailure to operate on a set of Application and Technical Infrastructure components that are on the current software release and support model and terms as provided by software100%<100%FormulaMust complete the activity 100% within the expected measurement intervalMeasurement IntervalPer IncidentMeasurement ToolManualContractor Fee CreditAmount$5,000.00 per occurrenceSupplemental PaymentDefinitionTime to alert the Agency of missed Supplemental Payment and time to rerun the Child Care Payment Processing.SystemService MeasurePerformance TargetRequired SLA Performance %GreenRedMissed Supplemental Payment NotificationNumber of HoursAlert the Agency of missed supplemental payments within 3 hours by either 1) email notice 2) file transmission of the Unpaid Provider Report.100%<100%Rerun Missed PaymentsNumber of hoursMissed supplemental payments must be processed/ settled within 24 hours of the original payment run100%<100%FormulaMust complete the activity 100% within the expected measurement intervalMeasurement IntervalPer IncidentMeasurement ToolContractor ProposedContractor Fee CreditMissed Supplemental Payment Notification$$1,000 per occurrenceContractor Fee CreditFailure to process / settle payments within time allowed$1,000 per occurrenceMean Time To Recovery of a DeviceDefinitionMean Time To Recovery (MTTR) is a measure of the mean time between the point at which the failure is first discovered or reported until the point at which the device is replaced or repaired and returned to service. Report RequirementService MeasurePerformance TargetRequired SLA Performance %GreenYellowRedMonthlyFailure of Device Average time it takes to repair or replace device24-48 hours48-72 hours>72 hoursContractor Fee Credit$500 per occurrence once device is out of service longer than 72 hours. Erroneous Payments. The Contractor will be liable for the actual amount of all erroneous payments made using the system that are a result of incorrect Contractor action or inaccurate processing directly attributable to an error or omission on the part of the Contractor. The Contractor will be responsible for all costs associated with correcting the erroneous payments, including costs for re-processing, back-out processing, distribution of corrections and such activities. Additionally, the Contractor will be responsible for any costs associated with system and operations changes related to correcting any errors that caused erroneous payment, including the reasonable costs that the State incurs associated with system and staffing time needed to re-process the erroneous data. On written notice to the Contractor, the State may offset all such amounts from any payments due to the Contractor under this Contract. With the approval of the State, the Contractor may seek recovery on behalf of the State from providers to whom erroneous payments are made using voluntary refund procedures, offset recovery, or other State- approved methods.The Contractor must notify the State immediately upon discovery of any erroneous payments, irrespective of cause, and before initiating any recovery action. The Contractor must use the change request process to notify the State of any system errors that result in a potential provider erroneous payment.If an erroneous payment is made to a provider and that payment is the result of the fault or failure of the Contractor, then the Contractor will be liable for the un-recovered balance of the erroneous payment when full recovery cannot be made using reasonable procedures. The Contractor must notify the State immediately upon discovery of any erroneous payments, irrespective of cause.The Contractor must pay to the State any portion of an erroneous payment not recouped within six months of discovery. In addition to the amount of any erroneous payments, the Contractor will be liable for interest payments at the then current prime rate, beginning from the date of erroneous payment through the date of payment to the State. The Contractor must make all such payments to the State within seven calendar days after the expiration of the six-month period identified above.The State will not be liable to the Contractor for any erroneous payments that are not recovered from the providers. The Contractor may only initiate independent recovery procedures and actions with the prior written approval of the Project Representative once the Contractor has completed its recoupment process with amounts remaining outstanding. The State will review proposed independent recovery procedures and, if the State believes they are reasonable, the State will provide the Contractor with written approval of them. If the State recovers any erroneous payments for which the Contractor has reimbursed the State, the State Project Representative will notify the Contractor, and the Contractor must then submit a standard State invoice for the returned amount, less expenses incurred by the State during the recovery process.Contractor Staffing and Personnel RequirementsContractor Staffing Plan, Time Commitment and Work LocationsOfferors proposing responses to this Supplement must provide a Staffing plan to align with and support all requirements and Service levels contained within this Supplement. In addition, for each Contractor resource performing work under this Supplement, the Offeror must indicate where the work will be performed (e.g., “State Location” or “Contractor Location”) and the degree of involvement (e.g., “Full-Time”, “Part-Time” or “Situational / Limited”).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 Project Manager and the offeror’s Key Project Personnel, inclusive of the Project 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 Project 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.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 and during JADs, design, development, system test and user testing, key staff will be physically located at the ODJFS identified location. 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 two 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 HistoryContractor 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, except by mere travel outside of the U.S. by a person whose personal knowledge includes technical data; or transferring registration, control, or ownership to a foreign person, whether in the U.S. or abroad, or disclosing (including oral or visual disclosure) or transferring in the United States any State article to an embassy, any agency or subdivision of a foreign government (e.g., diplomatic missions); or disclosing (including oral or visual disclosure) or transferring data to a foreign person, whether in the U.S. or abroad.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.Criminal Background Check of PersonnelContractor agrees that (1) it will conduct 3rd party criminal background checks on Contractor personnel who will perform Sensitive Services (as defined below), and (2) no Ineligible Personnel will perform Sensitive Services under this Agreement. “Ineligible Personnel” means any person who (a) has been convicted at any time of any criminal offense involving dishonesty, a breach of trust, or money laundering, or who has entered into a pre-trial diversion or similar program in connection with a prosecution for such offense, (b) is named by the Office of Foreign Asset Control (OFAC) as a Specially Designated National, or (b) has been convicted of a felony. “Sensitive Services” means those services that (i) require access to customer / consumer Information, (ii) relate to the State’s computer networks, information systems, databases or secure facilities under circumstances that would permit modifications to such systems, or (iii) involve unsupervised access to secure facilities.Upon request, Contractor will provide written evidence that all of Contractor’s personnel providing Sensitive Services have undergone a criminal background check and are eligible to provide Sensitive Services. In the event that Contractor does not comply with the terms of this section, the State may, in its sole and absolute discretion, terminate this Contract immediately without further liability.State Personnel Replacement RequirementsIn an effort to foster a mutually supportive and collaborative environment in which the Services are provided in an effective manner that drives value to the State, the Parties will jointly review certain Key Contractor Management and State Facing positions (collectively “Key Personnel”). “Key Personnel” will include the following at a minimum:Contractor Account RepresentativeServices Delivery Team personnel performing Services on County PremisesServices Delivery Team personnel that have regular (i.e., more than 50% of their productive time) spent in direct interaction with County personnel (i.e., face-to-face or remotely via teleconference or phone calls)Help Desk Lead(s) and any Dedicated County Support PersonnelContract Governance Processes and RequirementsInformal Dispute ResolutionPrior to the initiation of formal dispute resolution procedures as to any dispute (other than those arising out of the breach of a Party’s obligations), the Parties will first attempt to resolve each dispute informally, as follows:If the Parties are unable to resolve a dispute in an amount of time that either Party deems required under the circumstances, such Party may refer the dispute to the ODJFS Service Management Oversight Committee (and the State CIO or designee when deemed necessary) by delivering written notice of such referral to the other Party.Within five (5) Business Days of the delivery of a notice referring a dispute to the ODJFS Service Management Oversight Committee, each Party will prepare and submit to the ODJFS Service Management Oversight Committee a detailed summary of the dispute, the underlying facts and their respective positions, together with any supporting documentation.The ODJFS Service Management Oversight Committee will address the dispute at its next regularly scheduled meeting or, at the request of either Party, will conduct a special meeting within ten (10) Business Days to address such dispute. The ODJFS Service Management Oversight Committee will address the dispute in an effort to resolve such dispute without the necessity of any formal proceeding.The specific format for the discussions will be left to the discretion of the chairperson of such group. If the ODJFS Service Management Oversight Committee is unable to resolve a dispute within thirty (30) days of the first meeting addressing such dispute (or such longer period of time as the Parties may agree upon), either Party may refer the dispute to the ODJFS Program Office Deputy; Contractor Managing Director / Lead Public Sector Partner; and the State CIO or designee by delivering written notice of such referral to the other Party.Within five (5) Business Days of the delivery of a notice referring a dispute to the ODJFS Program Office Deputy; Contractor Managing Director / Lead Public Sector Partner; and/or the State CIO or designee, the State Service owner and Contractor Account Executive will each prepare and submit to the ODJFS Program Office Deputy; Contractor Managing Director; and the State CIO or designee a detailed summary of the dispute, the underlying facts and their respective positions, together with any supporting documentation.If the ODJFS Program Office Deputy; Contractor Managing Director; and the State CIO or designee are unable to resolve a dispute within thirty (30) days of the first meeting addressing such dispute (or such longer period of time as the Parties may agree upon), either Party may refer the dispute to internal escalation by delivering written notice of such referral to the other Party.Internal Escalation Obligations and RequirementsIf for whatever reason the Contractor and the State cannot resolve a dispute via the above escalation processes and procedures, Contractor and the State agree to choose a mutually agreeable third party neutral who shall mediate the dispute between the Parties. The mediator chosen shall be an experienced mediator and shall not be: (i) a current or former employee of either Party or associated with any aspect of the Government of the State of Ohio; (ii) associated with any equipment or software supplier; or (iii) associated with Contractor or the State. As to each prohibition, this means either directly or indirectly or by virtue of any material financial interests, directly or indirectly, or by virtue of any family members, close friendships or in any way that would have the reasonable appearance of either conflict of interest or potential for bias. If the Parties are unable to agree on a qualified person, the mediator shall be appointed by the American Arbitration Association.The mediation must be non-binding and must be confidential to the extent permitted by law. Each party must be represented in the mediation by a person with authority to settle the dispute. The parties must participate in good faith in accordance with the recommendations of the mediator and must follow procedures for mediation as suggested by the mediator. All mediation expenses, except expenses of the individual parties, must be shared equally by the parties. The parties must refrain from court proceedings during the mediation process insofar as they can do so without prejudicing their legal rights.If the disputed matter has not been resolved within thirty (30) days thereafter, or such longer period as agreed to in writing by the Parties, each Party will have the right to commence any legal proceeding as permitted by law.Escalation for Repetitive Service Level FailuresThe State may escalate repetitive service level failures to the Contractor’s executive sponsor, the Contractor’s Managing Director, or the equivalent position.No Termination or Suspension of Services or Payment.While any dispute is pending, the Contractor must continue its obligations under the Contract and not take any action that intentionally obstructs, delays, or reduces in any way the performance of such obligations. While any dispute is pending, the State will not interrupt or delay the payment for Services in whole or in part, other than Services that are the subject of the dispute.Back-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.Contract Conclusion Requirements: Transition to Successor Contractor or State at Contract Termination or Non-RenewalOverviewContractor must provide to the State the Termination Assistance Services set forth herein in connection with the termination or expiration of the Contract.To the extent the Termination Assistance Services include any tasks which Contractor is not otherwise obligated to perform under the Contract, the charges must be based on then-current rates for Services as proposed by Contractor in this RFP or prevailing rates at the time of termination, whichever is lower.“Termination Assistance Services” will mean (a) to the extent requested by the State, the continued performance by Contractor of its obligations under the Contract (including providing the Services which are subject to termination or expiration), and (b) the provisioning of such assistance, cooperation and information as is reasonably necessary to help enable a smooth transition of the applicable Services to the State or its designated 3rd Party provider (“Successor”). As part of Termination Assistance Services, Contractor must provide such information as the State may reasonably request relating to the number and function of each of the Contractor personnel performing the Services, and Contractor must make such information available to the Successor designated by the State.Contractor must cooperate with the State in its attempts at transferring the services responsibilities to another provider so as to not adversely affect the provision of ongoing services.ResponsibilitiesCommencing no less than six (6) months prior to expiration of this Contract or on such earlier date as the State may request, or commencing upon a notice of termination or of non-renewal of this Contract, and continuing through the effective date of expiration or, if applicable, of termination of this Contract, Contractor must provide to the State, or at the State’s request to the State’s designee, the termination / expiration assistance requested by the State to allow the Services to continue without interruption or adverse effect and to facilitate the orderly transfer of the Services to the State or its designee (including a competitor of Contractor). Contractor must also provide Termination / Expiration Assistance in the event of any partial termination of this Contract (e.g., termination of an element or other component of the Services) by the State, such assistance to commence upon the State’s notice of partial termination to Contractor. Termination / Expiration Assistance must include the assistance described in the following:The State or its designee will be permitted, without interference from Contractor, to hire any Contractor Personnel primarily performing the Services as of the date of notice of termination, or, in the case of expiration, within the six (6) month period (or longer period requested by the State) prior to expiration. Contractor must waive, and must cause its subcontractors to waive, their rights, if any, under Contracts with such personnel restricting the ability of such personnel to be recruited or hired by the State or the State’s designee. The State or its designee must have access to such personnel for interviews and recruitment.If the State is entitled pursuant to this Contract to a sublicense or other right to Use any software owned or licensed by Contractor, Contractor must provide such sublicense or other right.Contractor must obtain any necessary rights and thereafter make available to the State or its designee, pursuant to agreed terms and conditions, any 3rd Party services then being utilized by Contractor in the performance of the Services, including services being provided through 3rd Party service or maintenance Contracts on equipment and software used to provide the services. Contractor will be entitled to retain the right to utilize any such 3rd Party services in connection with the performance of services for any other Contractor customer.For a period of up to twelve (12) months following the effective date of termination / expiration of this Contract, at the State's request, Contractor must continue to provide Termination / Expiration Assistance. Actions by Contractor under this section will be subject to the other provisions of this Contract.In the process of evaluating whether to undertake or allow termination / expiration or renewal of this Contract, the State may consider obtaining, or determine to obtain, provisions for performance of services similar to the Services following termination / expiration of this Contract or to return these services to the State for ongoing operation. As and when reasonably requested by the State for use in such a process, Contractor must provide to the State such information and other cooperation regarding performance of the Services as would be reasonably necessary for the State or a 3rd Party to prepare an informed option analysis for such services, and for the State or a 3rd Party not to be disadvantaged compared to Contractor if Contractor were to be invited by the State to submit a proposal.Contractor acknowledges that, in the event it breaches (or attempts or threatens to breach) its obligation to provide Termination / Expiration Assistance as provided in this section, the State will be irreparably harmed. In such a circumstance, the State may proceed directly to court. If a court of competent jurisdiction should find that Contractor has breached (or attempted or threatened to breach) any such obligations, Contractor agrees that, without any additional findings of irreparable injury or other conditions to injunctive relief (including the posting of bond), it will not oppose the entry of an appropriate order compelling performance by Contractor and restraining it from any further breaches (or attempted or threatened breaches).Contractor must provide State an inventory of resources (or resource full time equivalents) then performing work under this statement of work to assist the State in determining the appropriate resourcing and skill model required for the State or a State Contracted 3rd Party to assume the services as provided by the Contractor at the time of termination. This resource inventory must include (at a minimum); full-or part time equivalent resource models; skill and experience levels; education or technical skill certification levels required; and other mutually agreeable and pertinent information for the State to assemble or source the capabilities to perform the work described herein upon termination of the Contract post transition of services. Contractors are to note State does not require names of individuals as part of fulfilling this requirement.StandardsThe terminated or expired Services shall be transferred to the State or its successor(s) in an efficient and orderly manner.The impact on the State’s business (including its personnel and customers) and the internal and 3rd Party IT-related costs incurred by the State in transferring the Terminated Services shall be acceptable to the State under the circumstances.The Terminated Services shall continue to be performed by Contractor without disruption or deterioration until the transfer has occurred: (i) consistent with the terms and conditions of the Contract, or (ii) except as approved by the State.There will be no disruption or deterioration of the remaining Services during the transfer to the State or a State Contracted successor (except as approved by the State or included in the Termination Assistance Plan) to the extent the same is within the control of Contractor and as agreed with the State.In an effort to facilitate transition of responsibilities, the Key Management Position obligations this Supplement must continue to apply during the agreed Termination Assistance Period.Termination Assistance PlanThe contents of Termination Assistance Plan must include, unless otherwise agreed, the services, functions, and activities as defined below:Documentation of existing and planned Projects and support activities.Identification of the Services and related positions or functions that require transition and a schedule, plan and procedures for the State or its designee assuming or reassuming responsibility.Description of actions to be taken by Contractor in performing Termination Assistance.Description of how the transfer of (i) relevant information regarding the Services, (ii) resources (if any), (iii) operations and (iv) Contracts (if any) will be achieved.Description in detail of any dependencies on the successors necessary for Contractor to perform the Termination Assistance Services (including an estimate of the specific Contractor staffing required).Inventory of documentation and work products required to facilitate the transition of responsibilities.Assist the State in the identification of significant potential risk factors relating to the transition and in designing plans and contingencies to help mitigate the risk.Set out the timeline for the transfer of each component of the terminated Services (including key milestones to track the progress of the transfer).Define a schedule and plan for Contractor’s return to the State of (i) the State Service locations then occupied by Contractor (if any), and (ii) the State Confidential Information, the State Data, documents, records, files, tapes and disks in Contractor’s possession.Termination Management TeamContractor must provide a senior Project manager who must be responsible for Contractor’s overall performance of the Termination Assistance Services and who must be the primary point of contact for the State in respect of the Termination Assistance Services during the Termination Assistance Period. The State will appoint a senior Project manager who will be the primary point of contact for Contractor during the Termination Assistance Period. Additionally, the State may appoint a Transition Team that would be responsible for the review of then current services provided by the Contractor and work to facilitate an orderly transition of services.Post Contract Operational TransferContractor must perform the following activities reasonably required to help effect a smooth and orderly transfer of operational responsibility for the Terminated Services.Although not likely in for a hosted or cloud-based solution, the Contractor must if needed facilitate access to the State source code, object code, object and production libraries, reference files, field descriptions, record layouts and technical specifications along with run documentation for the State software then in Contractor’s possession including tools, scripts, run books, production schedules and procedures as required to support the in-scope Applications which may be used in training, knowledge transfer, sizing assessments, operational reviews and other uses required by the state at the time of Transfer.Cooperating with the Successors in conducting migration testing.Cooperating with the State’s test plans, back out procedures, and contingency plans as part of the migration of Terminated Services.After the transfer of the provision of Terminated Services to the State, its designee(s), or both, providing additional assistance as reasonably requested by the State to facilitate continuity of operations, through the end of the Termination Assistance Period.Ownership of State Data and Provision for Providing the State Data at Contract ConclusionAll State data contained in the system is the property of and exclusively owned by the State. At the conclusion of the Contract, the Contractor shall provide all State data in a machine readable, non-proprietary form (e.g., Comma-Separated Values, XML or database backup format). Following the State’s review and written acceptance of such data, and confirmation that it is in a machine-readable form, the Contractor must delete and destroy all State data maintained in the system.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 mercial MaterialsThe offeror must list any commercial and proprietary materials that the offeror will deliver that are easily copied, such as Commercial Software, and in which the State will have less than full ownership (“Commercial Materials”). Generally, these will be from third parties and readily available in the open market. The offeror need not list patented parts of equipment, since they are not readily copied. If the offeror expects the State to sign a license for the Commercial Material, the offeror must include the license agreement as an attachment. If the State finds any provisions of the license agreement objectionable and cannot or does not negotiate an acceptable solution with the licensor, regardless of the reason and in the State's sole discretion, then the offeror's Proposal may be rejected. If the State is not going to sign a license, but there will be limits on the State's use of the Commercial Materials different from the standard license in the General Terms and Conditions, then the offeror must detail the unique scope of license here. Unless otherwise provided in this RFP, proposing to use Commercial Materials in a custom solution may be a basis for rejection of the offeror’s Proposal, if the State, in its sole discretion, believes that such is not appropriate or desirable for the Project. Any deviation from the standard license, warranty, and other terms in Attachment Four also may result in a rejection of the offeror’s Proposal.If the offeror proposes a Deliverable that contains Commercial Software or other Commercial Materials with terms that differ from the terms in Attachment Four for Commercial Software and Materials, then those terms must be detailed here, and any proposed separate agreement covering those items must be included in the offeror’s Proposal. This is required even if the State will not be expected to sign the agreement. Any deviation from the standard terms in Attachment Four may result in a rejection of the offeror’s Proposal.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 FileChild Care Glossary.PDFGlossary of Common Child Care Terms EMBEDDED PDF FILE – DOUBLE-CLICK ICON TO OPEN AND VIEW INFORMATIONOhio Administrative Rules.PDFCopayment for publicly funded child care benefitsChild Care Copayment ChartChild Care Copayment CalendarReimbursement rates for providers of publicly funded child care.Reimbursement Ceiling Rates for Providers of Publicly Funded Child Care (by County)Reimbursement ceiling waivers for children with special needsEMBEDDED PDF FILE – DOUBLE-CLICK ICON TO OPEN AND VIEW INFORMATIONData Interface Entities.PDFThis document provides details on the interface between ODJFS and Contractor and between Contractor and ODJFS.EMBEDDED PDF FILE – DOUBLE-CLICK ICON TO OPEN AND VIEW INFORMATIONPayment Calculation Flow.PDFThis document provides details on the payment calculation flow of the needed system.EMBEDDED PDF FILE – DOUBLE-CLICK ICON TO OPEN AND VIEW INFORMATION/* Document Ends */ ................
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