Florida Department of Children and Families
DRAFT - FOR DISCUSSION AND NEGOTIATION PURPOSES ONLY
Contract
By and Between
STATE OF FLORIDA
DEPARTMENT OF CHILDREN AND FAMILIES
and
PROVIDER NAME DELOITTE CONSULTING LLP
for
ACCESS FLORIDA SYSTEM
OPERATIONS AND MAINTENANCE
Month DD, 2013
TABLE OF CONTENTS
FLORIDA DEPARTMENT OF CHILDREN AND FAMILIES STANDARD CONTRACT
Attachment II: ACCESS Florida Operations and Maintenance Statement of Work (SOW)
1.Introduction
1.1Definition of Terms
1.2General Description
2.Services to be Provided
2.1Operations, Maintenance and Enhancement Tasks
2.2Task Limits
2.3Staffing Requirements
2.4Service Delivery and Equipment
2.5Deliverables
2.6Performance Specifications
2.7Provider Responsibilities
2.8Department Responsibilities
Exhibit A: Performance Measures
Exhibit B: Payment Terms
Exhibit C: Special Provisions
DCF ITN - 03F12GC1 Version 141
Florida Department of Children and Families
DRAFT - FOR DISCUSSION AND NEGOTIATION PURPOSES ONLY
FLORIDA DEPARTMENT OF CHILDREN AND FAMILIES STANDARD CONTRACT
Attachment II: ACCESS Florida Operations and Maintenance Statement of Work (SOW)
1.Introduction
1.1Definition of Terms
1.1.1Contract Terms
Contract terms used in this document can be found in the Florida Department of Children and Families (Department) Glossary of Contract Terms, which is incorporated herein by reference, maintained in the Contract Manager’s file and located at the following website:
1.1.2Program or Service Specific Terms
The following program or service specific terms and definitions apply to ACCESS Florida System Operations and Maintenance Statement of Work (SOW).
Term / DefinitionACCESS Florida System / The Department’s existing public assistance eligibility system, which includes the following applications and subsystems: FLORIDA, ACCESS Community Partner Internet Search, ACCESS Document Imaging, ACCESS Florida KidCare, ACCESS Florida Prescreening Tool, ACCESS Florida Web Application, ACCESS Integrity Online System, ACCESS Knowledge Bank, ACCESS Management System, MyACCESS Account Authentication and User Administration, Community Partners Tracking System, Data & Reports System, Exceptions Management System, Exstream Notice System, Food For Florida, Food For Florida Volunteer and DHL Tracking, Food Stamps Data Sharing System, Integrated Benefit Recovery System, MyACCESS Account, Quality Management System, Streaming Tools, Telephonic Audio Response Unit, Business Rules Engine w/ MAGI, Web Portal, Interfaces, Business Rules engine w/Non-MAGI, Any and all new system components which are enhanced or implemented to support the Department’s public assistance eligibility system under this contract.
ADA / Americans with Disabilities Act
Business Day / Days in which the Department conducts routine business. This is typically Monday through Friday from 8 a.m. to 5 p.m. local time, excluding evenings, weekends and Department observed holidays.
CFR / Code of Federal Regulations
Contract Manager / The Department employee who shall be responsible for enforcing performance of the contract terms and conditions and serve as a liaison with the Provider as required by Section 287.057(15), F.S.
COTS / Commercial-Off-The-Shelf, a term for software or hardware, generally technology or computer products, that are ready-made and available for sale, lease, or license to the general public
Covered Data / Data covered by federal or state laws or regulations
Days / Calendar days unless specified as otherwise
Department / Florida Department of Children and Families
Enhancements / Functional or technical changes to the system or application that augment or advance functionality. .
F.A.C. / Florida Administrative Code
F.S. / Florida Statutes
HIPAA / Health Insurance Portability and Accountability Act of 1996
Invoice / Provider’s itemized document stating prices and quantities of goods and/or services delivered and sent to the buyer for verification and payment
ID / Identification
IT / Information Technology
ITN / Invitation to Negotiate, the Department’s ITN #03F12GC1
NSRC / Northwood Shared ResourceCenter
O&M / Operations and Maintenance services and enhancements for ACCESS Florida System
PMBOK / Project Management Body of Knowledge
PMI / Project Management Institute
PMP® / Project Management Professional®
Project / The ACCESS Florida System Operations and Maintenance Project
Provider / Deloitte Consulting LLP
Provider Contract Manager / The person who shall be responsible for assuring Provider performance in accordance with the contract terms and conditions and serve as a liaison with the Department
Reply / The offer extended to the Department in response to an Invitation to Negotiate
SDLC / System Development Life Cycle
SOW / Statement of Work
Stakeholders / Anyone affected in any way by the Project being conducted, or the outcome of the Project
Subcontractor / A person or entity contracting to perform part of the services under the Provider’s contract with the Department, upon Department approval.
TIM / Technical Interchange Meetings
UAT / User Acceptance Test
1.2General Description
1.2.1General Statement
The Provider agrees to provide ongoing maintenance and operations of the ACCESS Florida System over the life of the contract.
1.2.2Authority
The Department is authorized to contract for services by Sections 20.19 and 216.272, Florida Statutes (F.S.).
1.2.3Scope of Service
The Provider shall provide ongoing operations and maintenance (O&M) services and perform enhancements to the ACCESS Florida System when authorized. All work produced shall comply with all applicable Standard Operating Procedures of the Office of Information Technology Services.
1.2.4Clients to be Served
This is a non-client services contract.
2.Services to be Provided
The Provider shall provide O&M and system enhancement services for the ACCESS Florida System. The Provider will perform the tasks described below.
2.1Operations, Maintenance and Enhancement Tasks
2.1.1Project Management
Project management shall be an ongoing task for the duration of the contract. The Provider’s project management activities and responsibilities includethe following (and other rationally-requirlated tasks for such activities and responsibilities):
2.1.1.1Provide a project manager who is a certified Project Management Professional® (PMP®) to be the single point of contact for the ACCESS Florida System Operations and Maintenance Project (Project) who will have overall responsibility for the delivery of the Project based upon mutually-agreed upon criteria and requirements.
2.1.1.2Provide project management services in accordance with industry-leading commercial practices as established by the most current edition of the Project Management Institute’s (PMI) Project Management Book of Knowledge (PMBOK).
2.1.1.3Develop and maintain Project Management Plan. Manage the Project in accordance with the project schedule and budget. Revise the Project Management Plan, project schedule and all other project management materials as authorized through the change control process. The Project Management Plan shall include the following plans:
- System Development Lifecycle (SDLC)
- Project Management Plan
- Communication and Change Management Plan
- Configuration Management Plan
- Quality Management Plan
- Issue Management Plan
- Scope Management Plan
- Risk Management plan
- Transition Management Plan
- Change Control Management Plan
- User Training Plan
- Test Plan
- Master Test Plan
2.1.1.4Manage issues, risks and communications in line with the associated plans.
2.1.1.5Validate adherence to the project management standards and guidelines as established in cooperation with the Department.
2.1.1.6Establish configuration management procedures and execute in line with the Configuration Management Plan.
2.1.1.7Manage and assume responsibility for all proposed resources. This includes the work assignment, work effort and responsibility for all tasks.
2.1.1.8Manage resources to meetproviders obligations with regard to the agreed upon performance measures.
2.1.1.9Facilitate weekly status meetings. Prepare and submit weekly status reports and meeting minutes of all meetings facilitated by the Provider. Participate in executive level meetings and facilitate Project-related meetings as necessary to fulfill responsibilities as specified in this contract.
2.1.1.10Provide operational reports on a monthly basis in support of the service level reporting and the details to support monthly invoices.
2.1.1.11Act as a technical liaison for the ACCESS Florida System with interface partners and other software provider’s technical staff.
2.1.1.12Provide support/reporting during budget cycles and legislative sessions.
2.1.1.13Confirm that all electronic and information technology procuredmeets the applicable accessibility standards at 36 Code of Federal Regulations (CFR) 1194, Provider will maintain such compliance, unless an exception to this requirement exists. 36 CFR 1194implements Section 508 of the Rehabilitation Act of 1973, as amended. The Provider warrants all system changes and documentation submitted is Americans with Disabilities Act (ADA) Section 508 compliant. Non-conforming system changes and deliverables will be returned to the Provider to be brought into conformance at the Provider’s expense.
2.1.1.132.1.1.14ADA and Section 508 will be met through compliance with the standards and guidelines identified in the Workforce Investment Act of 1998, § 1194.22 Web-Based Intranet and Internet Information and Applications. Requirements for ADA and Section 508 will only be applicable for screens and fields added or changed within the systems as a part of the operations and maintenance effort and no additional legacy or third-party application screens will be tested or modified for ADA and Section 508 compliance. Any deviations needed to support identified requirements within the system will be reviewed with the Department as a part of the defined change control process.
2.1.2Transition Responsibilities from Incumbent Provider
There will be period of transition between the incumbent provider of O&M and enhancement services and the new Provider. During this period, the new Provider will assume responsibility for the ACCESS Florida System services as described in this SOW. The Provider will have access to the existing staff to learn the current processes, to understand the work-in-progress, and to conduct knowledge transfer.
The Provider will:
2.1.2.1Develop and maintain a Transition Plan showing the time and effort needed from the Department, the incumbent provider’s staff, and the Provider’s own staff. The Transition Plan will include identification of key risks and risk mitigation strategies. It will show the schedule of activities and completion dates.
2.1.2.2Document the exit criteria from this transition phase that will demonstrate the Provider is capable of maintenance, operations, and enhancement services at the level necessary to meet the service levels and needs of the Department.
2.1.2.3Manage the transition phase in a collaborative way to maximize the knowledge transferred from the incumbent provider and eliminate the risk of service interruption.
2.1.2.4Meet regularly with key Department personnel to present status, resolve issues, and update the risk mitigation plan.
2.1.3Operations
The Provider is responsible for operations to include maintaining day-to-day operations of the ACCESS Florida System and all of its components including mainframe, servers, rules engines,portals, interfaces, batches, data, applications, reports, correspondences.
The Provider will:
2.1.3.1Provide 24 hours a day, seven days a week support for the ACCESS Florida System such as resolve outages, restart processes that become hung or aborted, resolve data issues as necessary to meetperformance measure requirements.
2.1.3.2Monitor and identify issues reported through the Department’s system of record for issue tracking, priority and severity.
2.1.3.3Provide troubleshooting support and lead the research and resolution of O&M issues to meet performance measure requirements that are in effect.
2.1.3.4Provide configuration support and maintenance for the ACCESS Florida System. The Provider shall propose an integrated source code review, management, promotion, testing, configuration, software packaging, documentation, and delivery process to be applied to all ACCESS Florida System source code changes.
2.1.3.5Monitor and manage batch performance and interfaces on daily basis.
2.1.3.6Provide support to NSRC to Manage manage and maintain ACCESS Florida System databases and data marts in production and lower environments.
2.1.3.7Act as a liaison on behalf of the Department when working with the Northwood Shared Resource Center (NSRC) to resolve any network, firewall, security, and access control issues and to resolve hardware and software issues in accordance with the licensing agreements in place with the associated hardware and software vendors. Management and enforcement of licensing agreements will remain the responsibility of the Department.
2.1.3.8Create new documentation as required within the parameters of this Contract and maintain existing documentation.
2.1.3.9Assist the Department in system performance monitoring and capacity planning.
2.1.3.10Support the Department to test the disaster recovery and business continuity process as documented in the Department’s Disaster Recovery Plan.
2.1.3.11Work with the NSRC to conduct hardware and software routine maintenance and facilitate purchase of hardware and software annual maintenance and upgrades as requested and upon approval from the Department. Apply Commercial-Off-The-Shelf (COTS) vendor approved software upgrades/patches as needed to maintain acceptable performance of the ACCESS Florida System. Maintain asset inventory of software items (including licenses) related to the ACCESS Florida System.
2.1.4Maintenance
Maintenance will be an ongoing activity for the duration of this contract. Maintenance includes identification of ACCESS Florida System related system and application issues, working with the Department to prioritize these issues for a release, managing the system development lifecycle of the release, and creating and maintaining appropriate documentation. The provider will be responsible for managing the ACCESS Florida System to meet the performance measures that are in effect.
The Provider will:
2.1.4.1Provide support to the NSRC to perform routine maintenance upgrades to all system software supporting the ACCESS Florida System. ACCESS FLORIDA System software related currency will be maintained at current version minus 1 or as mutually agreed to by the Department and the Provider.
2.1.4.2Monitor license requirements for the user community and keep licenses current for all authorized users. The Department will supply the Provider with information on the licenses that need to be monitored and managed in this regard.
2.1.4.3Work with the NSRC to keep the system tuned to perform at improved levels and in keeping with the service levels.
2.1.4.4Monitor Department help desk and user system and applicationissues to work to confirm timely identification and resolution of systemand application issues that impact business operations.
2.1.4.5Facilitate resolution of issues including, but not limited to, production application issues, security and logging issues, batch failures, batch performance issues, interface data transmission and connectivity issues, report/data mart architecture and report generation issues.
2.1.4.6Recommend items for enhancement prioritization to the Department when the resolution of a maintenance issue requires a longer term, larger enhancement for industry leading long term results.
2.1.4.7Gain agreement from the Department on the content of ACCESS Florida System releases that target resolution of production and other system or application issues before development work begins. A release is considered complete when agreed-to incidents and other elements included in the release successfully pass the Department’s user acceptance test (UAT).
2.1.4.8Submit an initial recommendation for release content to the Department at least four (4) or five (5) weeks prior to the scheduled production implementation date.
2.1.4.9Based on the agreed to release content the Provider will identify and report to the Department target functional areas that require regression testing. This information will be used to plan the Department’s UAT process but shall not determine the extent of the Department’s UAT.
2.1.4.10Architect and design system and application changes including solutions analysis, screen and database design, impact assessments, time estimating, and quality assurance.
2.1.4.11Make code modifications as required.
2.1.4.12Manage unit, system and regression testing. When a build is deployed into the UAT environment, the Provider will submit documentation detailing completion of system and integration testing of the release.
2.1.4.13Coordinate with Department staff for UAT testing.
2.1.4.14Manage migration of code and deployments of the ACCESS Florida System components in development, test, training, performance and production environments as defined by the Department.
2.1.4.15Update system documentation, or create new documentation if required, to document all modifications to the system as a result of resolutions. Document actions taken to resolve issues, and enter all related details in Department’s system of record for tracking and code management.
2.1.4.16Execute performance testing and regression testing on each release. If the nature of a change does not need performance testing, the performance testing requirement may be waived at the discretion of the Department.
2.1.4.17Manage the process of emergency releases to production environment for resolution of critical production system and application issues.
2.1.4.18Support data fix process that includes identifying the issue, functional and technical impacts, coding and testing, coordination of UAT, obtaining appropriate approvals and applying the fix in production.
2.1.4.19Identify and coordinate internal and external dependent system interface issues and work to resolve.
2.1.4.20Develop information and documentation necessary to support mandatory state and federal requirements for yearly reporting and approval of maintenance activities and costs.
2.1.5Enhancements
Making functional or technical enhancements to the ACCESS Florida System will be an ongoing activity for the duration of this contract. The Department shall be responsible for informing the Provider of the legislative and/or policy guidelines that may require enhancements. Enhancement requests will be prioritized by the Department. There is a 34,000XXX hour per year capacity planned for enhancements.Any additional approvedenhancement work that exceeds the fixed number of annual hours will be priced on an hourly basis according to the Rate Card provided in Exhibit B: Payment Terms, Section 1. In instances where an enhancement project requires skills or capabilities outside of those specifically identified on the enhancement team, the Provider and the Department will mutually agree on the associated costs for these new resources, pricing them on an hourly basis according to the Rate Card. The Provider shall obtain approval from the Department on the classification of work performed as enhancement work prior to beginning work. The enhancement approval process will be defined and agreed upon within 60 calendar days of the contract start date and documented in the Project Management Plan. Maintenanceactivities are not to be performed from the enhancement budget. The development of estimates for enhancements and the activities associated with the development and approval of IT Project Agreements will utilize the enhancement hours.